I bought my Acer Aspire 5251 on 8/10 from my local retail chain. When I bought the laptop it worked great. I had a issue with the laptop starting about 2 weeks ago. The laptop started to boot up in safe mode over and over again. I ran the windows startup repair and it said that it could not repair the issue and rebooted. After the computer rebooted it would not load up at all.
So I checked on the acer site and saw that the laptop was still under warranty. Before I sent it back to be repaired I took it to my local best buy and had them check to see if it was just something simple to fix or if it needed to really be sent in for repair. The tech had it for about 15 minutes and said that he check the laptop and the hard drive on the laptop was failing and needed to be replaced and offered some ideals on a hard drives I told him that it was still under warranty and asked it that was covered by it. He said that it was as it was a manufacturer defect in the hardware.
So I filed a case with acer from there site and followed the steps to shipping and sending in the laptop. After the laptop arrived someone from acer contacted me and told me that the laptop had arrived and before they started the repair they needed for me to approved the charges for the repair on the laptop. I said that it was under warranty and wanted to know why they were trying to charge for the repair. They said that the laptop was cracked on the back of the case and it was not covered by the warranty. I told them that I did not want the crack on the back of the case fixed that was not the issue. The issue was with the defective hard drive that I needed replaced. They said that before they would fix the hard drive issue that was covered by the warranty I had to pay for the repair of the crack on the back of the case first.
Yeah, that rights there is a 1/2 in crack on the back coner or the laptop and they said that it would cost 130.00 to fix the issue. I told them that the crack has been there for 5 months and that it was not the issue and has noting to do with any reason that it was sent to be fixed and they said I quote. "Acer Does Not Do Partial Repair" they said that because the 1/2 crack to the back case of the laptop was considered abuse to the laptop that it voids the warranty and they would not fix the hard drive.
I told them how insane that was because not but a little before I sent the laptop out the tech over looked the laptop and said there was not wrong except the hard drive. They proceeded to tell me that acer services will not fix the issue because the crack on the back plasitc case could have caused the hard drive to quit or still be causing the problem. I said then why dont you test the hard drive first and see if it is failing due to manufacturer defect and if it does not work after the hard drive is replaced I will pay for the repair of the plastic crack. They said there were not allowed to do that and they would have to repair the other issue first.
I told them I would not pay for a plastic crack that has nothing to do with a defective hard drive and they said that they were shipping the laptop back as there was nothing they could do. I said to the tech so your telling me that if I send in a laptop for a repair on the hard drive and a key is missing from the keyboard you would call and tell me you would have to charge me 12 dollars for the repair of the key before the repair on the hard drive could be fix. The repair person said that was correct. They would consider that abuse. I thought about it and was dumbfounded.
They said that they consider crack, dent, missing key, scuff anything other than a new computer pretty much to be physical damage and would charge you for the issue, they also will not do a repair on something that they know is a manufacturer defect and covered under the warranty unless you first pay them to repair the other issue. Because they do not do partial repair. This is the biggest loophole I have ever seen or heard of for a place to try and get out of there warrant. Which means if you send in a laptop to be repaired for a manufacturer defect and you have a scuff on the laptop. They have the right they say to consider that to be physical damage and could charge you anywhere from 10-100.00 dollars to fix that scuff before they will fix the defective hard drive. I have confimed this from 3 techs and 2 customer service reps which i talked to trying to get this issue resolved.
Case Numbers I went threw trying to get this issue resolved.
440282u
474393u
476297u
Acer is pulling the BIGGEST ripoff scam I have ever seen and nothing is being done about the issue. I would recommend that no one buys an acer because of there seedy actions they are trying to pull off.
Chad
Winchester. Kentucky
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