[Resolved]  Acer Laptops — Product Defect and no hearing

Address:

New Delhi, Delhi

I bought an “Acer Aspire V5 – S71G” laptop from “Shri Balaji Computers” on March 16 ‘2014. Within 4 months of purchase I discovered a 2 technical default in the systems hardware. Issue 1 When we close the flap of the laptop, the screen touches the keyboard and the keyboard buttons start pressing on their own. This is while the laptop is on but flap is shut. We face a problem when we are listening to music or watching a movie by connecting it with TV set HDMI cable. Also, when we open the flap afterwards, we can see the marks of keyboard keys on the screen due to dust. Issue 2 The flap of the laptop makes a “Tic” noise when we open it with one hand. You can see it in the picture I have attached to get an idea of the exact place where the “Tic” noise is experiences by us. (Please see image 1 and 2) We called and approached the Service Centre of Acer to address this issue and we faced several concerns with the Service centre which caused us a lot of trouble with respect to time, coordination, travel and misleading. I am writing them down to you so you can help us on the same. Concern 1 On our first visit to the Service Centre in Nehru Place we were told that the laptop is out of warranty or guarantee as in the Service Centre’s system it shows a purchase made in 2012 and not 2014. I was carrying the original bill with me but still it was not held good. I was told that the staff will get back to me in 2 to 3 working days after consulting with their seniors. Concern 2 Thankfully I got a call from the service centre in a couple of days. I was asked to get in touch with a staff member named “Sachin” (at Nehru place service Centre). I told him about my issues as written above. Sachin wrote a note and attached to my system. the note said “ HDMI DIS-SCONNECT WHILE CLOSING THE LID….” . On my asking that its not the same problem I mentioned to you, he told me that it means the same (I don’t know how). Nevertheless, no mention about the lid noise was mentioned on the note. I was told it will be taken care of. Concern3 I got a call after a few days that the repairs have been done and I sent my sister to collect the system and check whether these 2 issues have been addressed. The laptop was handed over in the same condition as it was given with software changes. The lid noise was still there and about the lid closing issue Mr. Sachin explained that “it’s a common irreparable problem with all the slim laptops these days. The only solution is to keep a fiber sheet in the middle of the keyboard and screen all the time.” Concern 4 I was asked to take out all my data from the system before giving it for repair. When I got it back the system was formatted and two more drives were added to it without giving me any prior notice at the time of leaving it in the service centre for repair to even a call later on to seek for my consent. Even at the time when my sister went to collect the system, she wasn’t informed that your laptop is being formatted. I would request this matter to be taken up by the concerned department. I am attaching the Purchase bill and service centre bill along with some images of the system so the reader can understand the concen better. Please reach out to Girish kedia on [protected] or Shivali kedia on [protected] for further questions.