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27-03-2007, 13:22   #1
Acer Service
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Acer Laptop Support - Tech support only, read the rules or you will be banned

Hi,

We act on behalf of Acer within Ireland and the UK. Anyone having in or out of warranty issues may post their issues here and we will try and help.

Please limit your queries to Acer specific queries as we will not help with third party software or hardware issues.

Note: Our engineers are extremely busy and may not reply to all queries straight away but will endeavour to help where possible.

For all in and out of warranty repair requests please contact us on;

www.acerwarranty.co.uk or 0044 (0) 870 803 4915

Regards,

Andrew Elwood

ACER Service Manager,
ACER Warranty Centre Ireland,
ER Media, IT Partner.



70 Scarva Street, Banbridge, Co. Down. BT32 3AD │ Tel: 0870 803 4915 │ Fax: 0870 803 4918 │ E-mail: aelwood@it-partner.co.uk

Last edited by Acer Service; 27-03-2007 at 14:14.
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27-03-2007, 13:50   #2
Tom Dunne
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THE RULES:

This thread is for technical support. It is an unofficial forum, not in any way endorsed by Acer themselves.

If you have a gripe with the level of support you are getting from Acer, this is not the place for it. Take it up with them directly either in writing or over the phone.

Anyone who breaks this rule will get themselves a ban.

This is not to protect Acer, far from it , this is more to keep with the spirit of the thread.

I'm making this a sticky to see if Acer can redeem themselves.

Please keep this thread to Acer laptops that you already own. Requests for pre-sales advice will be deleted.

Last edited by Tom Dunne; 05-07-2007 at 10:07.
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27-03-2007, 14:49   #3
smee204
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acer support problems

Hi
I have had a acer aspire 1963wlmi for about 2 years now and it went wrong a few months ago. The laptop is in warrenty and it has been sent off to Acer to be repaired 4 times so far and every time it has come back not fixed. The last time it was being delt with by the escalation department but it still didnt get fixed and it came back with the original fault and also after 10 mins of using it the motherboard which they repalced died. I have sent it off to them again, this being the 5th time. I have sent an email to the escalation department asking for a refund, but as usual they have not replyed. Do I have any rights? I really just want a refund as they have been mucking me around and it has been costing me a lot of time and money getting it sorted and I have lost all faith in the Acer brand and the fact that they can repair my laptop.

Any help or advice would be appreciated.

Thanks
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27-03-2007, 15:18   #4
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Hi,

Thanks for taking the time to post.

If you can provide me with a private message with your details including previous repairs I will look into this case. You say you've had this machine for 2 years, do you have an extended warranty for this laptop?

With regards to rights, your warranty is for repair and not replacement. Until such time as Acer cannot repair this machine they will continue to repair it. Without going to much into legal stuff (I'd like to keep this thread friendly) your contract is with your reseller, you have more of a legal standing with them with regard to replacement/refund.

Acer Service Manager Ireland
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27-03-2007, 20:57   #5
mdwexford
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i bought an Acer aspire 5633wlmi off laptops direct last week
straght out of the box it wouldnt boot up. it said some system 32 file was missing. now im trying to return it but they want me to pay the return costs which im refusing to do as its their problem. im now contacting the director of consumer affairs and my solicitor about this as its a disgrace
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27-03-2007, 23:30   #6
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Hi,

I recently sent my Acer 8204 WLMi off to be repaired, after it came back, it's been consistently randomly rebooting. Any idea?
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28-03-2007, 09:22   #7
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Quote:
Originally Posted by mdwexford
i bought an Acer aspire 5633wlmi off laptops direct last week
straght out of the box it wouldnt boot up. it said some system 32 file was missing. now im trying to return it but they want me to pay the return costs which im refusing to do as its their problem. im now contacting the director of consumer affairs and my solicitor about this as its a disgrace

As far as I am aware the reseller is quite within their rights to ask you to pay for return costs for faulty goods bought via telephone or internet. However... Acer will not, carriage in and out is covered under warranty. Contact us on 0870 803 4915 and we will initiate DOA( Dead On Arrival) actions. DOA conditions are this: 1) The fault must be reported to us within 5 days of purchase with POP to prove this, 2) Once the machine arrives with us we have 5 days to repair the unit to a working condition. If we cannot repair the unit within 5 days we will replace it with a new machine of equal or better specification.

If you reported the fault to the reseller and not to us within 5 days we will not classify it as DOA and the reseller must replace/repair/refund the unit. However, it does of course still hold a valid 1 year limited warranty and can come in for repair with us (without the 5 day promise).

I hope this is of help, it's all laid out in your warranty leaflet that came with the unit if you wish to read it in more detail.
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28-03-2007, 09:36   #8
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Quote:
Originally Posted by NeoSlicerZ
Hi,

I recently sent my Acer 8204 WLMi off to be repaired, after it came back, it's been consistently randomly rebooting. Any idea?
When you say randomly rebooting, does it actually restart the computer? and if so are there any particular things you are doing with the machine when it does this?

If the problem persists log the job on www.acerwarranty.co.uk to bring it back in for repair making sure to list your previous job number(s) and a clear description of the new fault.
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28-03-2007, 13:33   #9
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It restarts it upon coming back from suspension and otherwise during random tasks I'm doing, games, video clips etc.
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28-03-2007, 13:57   #10
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Sounds like it may be either software issue or hardware overheating. Try a full Acer factory restore of the operating system, if that doesn't resolve the issue log it on our website for repair.

Note; If you don't have factory restore media you can either use E-Recovery in windows to remaster or hit Alt+F10 just after the Acer splash screen on Bios disappears to enter the recovery module. Default password is 000000 unless you have entered your own password in which case you will need to remember it.
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28-03-2007, 15:51   #11
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Hey, a couple of years ago I got a laptop off you. It was broken when I got it, it would't boot up for ages after I turned it off and tried to turn it on again. I had to wait a few hours at a time to turn on my laptop. I sent it back a couple of times. The first time it was sent back saying that there was no problem, it was just dust causing it to overheat, which I specifically told support on the phone that it was not. I sent it back again, it was gone for months again. Whenever I called about it: 'The engineer has not had time to look at it yet' or some such. I basically never got to use it within the warranty.
Acer replaced it with a new laptop, which was very nice, and appreciated.

Now, my new one, which was sent to me last year has been acting up.
It keeps getting really hot and turning off when using it for a few hours, or playing a game etc. If I don't hover the laptop with the fan completely unobstructed it goes off much faster. Ie I can't even put it on a table unless I have the fan, which is on the bottom, off the edge of the table.

The fan makes a loud noise when turning on the laptop which calms down when not processing too much.
I think there is a problem with the fan, it's just not working efficiently enough, or is hitting off something etc.
Now, because off the circumstances in getting the laptop, I am wondering whether there would be a new warranty with the new machine(I imagine I have it less than a year) or did mine run out before I got the new laptop, wondering about getting it fixed etc.
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28-03-2007, 16:43   #12
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Quote:
Originally Posted by Tar.Aldarion
Hey, a couple of years ago I got a laptop off you. It was broken when I got it, it would't boot up for ages after I turned it off and tried to turn it on again. I had to wait a few hours at a time to turn on my laptop. I sent it back a couple of times. The first time it was sent back saying that there was no problem, it was just dust causing it to overheat, which I specifically told support on the phone that it was not. I sent it back again, it was gone for months again. Whenever I called about it: 'The engineer has not had time to look at it yet' or some such. I basically never got to use it within the warranty.
Acer replaced it with a new laptop, which was very nice, and appreciated.

Now, my new one, which was sent to me last year has been acting up.
It keeps getting really hot and turning off when using it for a few hours, or playing a game etc. If I don't hover the laptop with the fan completely unobstructed it goes off much faster. Ie I can't even put it on a table unless I have the fan, which is on the bottom, off the edge of the table.

The fan makes a loud noise when turning on the laptop which calms down when not processing too much.
I think there is a problem with the fan, it's just not working efficiently enough, or is hitting off something etc.
Now, because off the circumstances in getting the laptop, I am wondering whether there would be a new warranty with the new machine(I imagine I have it less than a year) or did mine run out before I got the new laptop, wondering about getting it fixed etc.
Hi,

When your computer was replaced your original warranty would have continued into the new laptop, so it sounds as if you are out of warranty. If you have documentation and dates showing how long the machine was "not being enjoyed" because of repair times Acer may extend your warranty a bit. This would be at Acer's discretion and I am not sure if this would be enough to ensure a free of charge repair now. Acer will not add all repair time on to your warranty of course but in extreme cases they can add some extended warranty to a machine as a customer service.

The hard fan noise you hear is quite normal when you start a laptop as the fan will always start at full rpm then rev down as it measures the heat within the machine.

Although you say dust is not the issue it does sound as if you are not letting the laptop properly ventilate. An out of warranty solution might be some sort of Antec laptop cooler unit which would circulate air under the latop better. Also, check if the environment in which you are using the laptop is particularily dusty and if a large amount of particulate has collected around the fan which may be cleaned with an air duster.
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28-03-2007, 17:10   #13
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Quote:
Originally Posted by Acer Service
Hi,

When your computer was replaced your original warranty would have continued into the new laptop, so it sounds as if you are out of warranty. If you have documentation and dates showing how long the machine was "not being enjoyed" because of repair times Acer may extend your warranty a bit. This would be at Acer's discretion and I am not sure if this would be enough to ensure a free of charge repair now. Acer will not add all repair time on to your warranty of course but in extreme cases they can add some extended warranty to a machine as a customer service.
Thanks, I thought that was the case.
My warranty would be up by now then.
Quote:
The hard fan noise you hear is quite normal when you start a laptop as the fan will always start at full rpm then rev down as it measures the heat within the machine.
It is louder than it normally should be, also very loud when under processing stress, not idle. It sounds as though it may be just clipping very lightly off of something.
Quote:
Although you say dust is not the issue it does sound as if you are not letting the laptop properly ventilate.
If I hold the laptop in the air, with nothing possible to obstruct it, it goes off due to overheating. I tested everything I could. If I put it on a table, a desk, hold it in the air etc, it goes off. It's perfectly clean, as I'm quite careful, and need it a lot for work/programming.

The dust thing I was referring to, was with my old laptop that you replaced. I believe they didn't know what was wrong with it, so they just said that it was dust(while also replacing the screen, for no reason that I can see). When I sent it back saying, it was not overheating or dust that was the problem and that I already told them that, they replaced it. I don't know why it took months each time though, the carrier was quite fast. That laptop does not matter any more though. It was just mentioned for the warranty question.

Quote:
An out of warranty solution might be some sort of Antec laptop cooler unit which would circulate air under the latop better.
I must look up that, thanks.
Sounds like something like that might do the trick. If not I suppose I'll open it up and have a look at the fan.

Quote:
Also, check if the environment in which you are using the laptop is particularily dusty and if a large amount of particulate has collected around the fan which may be cleaned with an air duster.
It's so clean I could eat off it.

Thanks a lot for your reply.

--

Paul
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28-03-2007, 18:02   #14
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Support Problems

I purchased an Acer laptop from Laptops Direct and some of the keys were not working ( left & right arrows, delete, home, end, most on the right hand side). I rang Laptops direct who put me on to acer who then put me on to ER Media and was told to box it up and a courier would collect it. I am waiting a week for someone to come collect it even after several calls to ER Media they say they will contact DHL. I have a Tracking Case ID if its any use??



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For all in and out of warranty repair requests please contact us on;

www.acerwarranty.co.uk or 0044 (0) 870 803 4915
I have done this at least 10 times this week
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29-03-2007, 09:36   #15
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Private message me your reference number, quite frankly DHL are awful in the South. If this is the customer I am thinking of I have personnally rang DHL at least a dozen times and keep getting the same answer "We'll email Dublin". Unacceptable and I apologise.
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