Acer is trying to screw me over on a new laptop

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l88bastard

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I bought an Acer Aspire E1-531-2438 15.6" laptop for the wife from Amazon on Sept 8th 2013. Up until two days ago the laptop worked great and then out of the blue the internal section of the screen cracked!

This laptop was never abused, it was never dropped, nothing was ever placed on top of it, it was setup on its own desk and never taken out of our house. Acer is trying to argue that it is physical damage that we caused and that simply is not true!

If you examine the laptop you will note that there is ZERO physical damage to the facia of the screen and you can run your finger along the screen without feeling any cracking or damage. There is also ZERO damage to the external case of the laptop. I explained all of this to Acer, but still got their standard FUCK YOU form letter.


However, if you take a picture of the screen with the flash on you can clearly see that the internal section of the screen is really messed up.


And of course this is what it looks like when its turned on:


So something caused the internal screen to crack and I think it was just general product failure. We live in Florida so I can pretty much rule out climate temperature shifts as the cause. My written claim just got denied by Acer, so now I have to call and do the hundred hour bitch fest with a human agent over this. Does anybody have any advice or experience with a similar product failure?
 
yeah, in order to save yourself some stress, just buy a replacement LCD on ebay for <$100

That right there is worth the price for the stress, headache & runaround you will get from acer.


or, post it on their Facebook, twitter, & whatever other social media they have accounts for.
Find out all the email addresses for the managers higher up and pester them with cordial emails explaining the situation.
 
Hey J Macker, I appreciate the advice. I just called Amazon and they are gonna send me out a replacement, so score another +1 for Amazon!
 
I suppose I just need to play Devil's Advocate for the moment...

Cracks like that do not suddenly appear out of nowhere so it does seem to be physical damage. Even if it was a micro-crack a crack like that should not propagate so rapidly. Do you have any kids or guests in the house when the crack occurred?
 
I suppose I just need to play Devil's Advocate for the moment...

Cracks like that do not suddenly appear out of nowhere so it does seem to be physical damage. Even if it was a micro-crack a crack like that should not propagate so rapidly. Do you have any kids or guests in the house when the crack occurred?

No its just the wife and I and she has been laid up in bed from surgery for the last two weeks. The crack looks like an internal stress fracture and unless Acer is GOD then I would imagine that a tiny portion of flawed product can and does pass their QC department. It is quite obvious that the damage is from a production defect as there is ZERO trama to the exterior of the screen or laptop case.

Now if you want a prime example of cracks that are from real physical damage, then take a look at my poor old XHD3000, which suffered an awful fate from the fist of my psychotic Ex, Ex girlfriend!
 
Now if you want a prime example of cracks that are from real physical damage, then take a look at my poor old XHD3000, which suffered an awful fate from the fist of my psychotic Ex, Ex girlfriend!

LOL!!!

Kinda makes me happy that I am currently single...
 
If this just happened out of the blue then IMHO it would have to be some sort of design flaw that puts undue stress on the screen. If this is the case you should easily be able to find other users with the same laptop that have the same issue. If not then I would say you broke it. If you simply push in on a laptop or flex is you can damage it internally without having any obvious external scratches etc. Could be anything really setting something on it then putting a little pressure on it, or just picking it up fast and wrong.

Now I know acer has crap CS but if I was an inspector I would immediately call this one for damage too, seems like an obvious point of pressure mid left side of the screen.
 
You can clearly see a point of impact at the point where several cracks converge. A defect would be a single, or maybe two cracks, not 10. LCD's panels are made of flexible plastic polarizers glued to two extremely thin sheets of glass, it's entirely possible to crack the inner glass without leaving a mark on the front.
 
Gonna have to side with Acer on this one.

Take your shill work elsewhere. After an extensive conversation with Acer, they admitted that they have had issues with internal panels cracking and that the display should never have passed QC.

The amount of corporate worship I see from a few of you is truly disconcerting.
 
No lie this same exact shit happened to our Acer laptop.

There was absolutely no explanation for the appearance of the internal cracks.

My wife blamed me of course but I know for a fact I didn't do it.

Just like you said the fascia was in perfect condition. Could run your finger down the screen and it was completely undamaged. Only time you could tell anything was wrong was when it was powered on.

I looked into a little bit and there's a common issue with ACER laptops caused by the improper use of internal shielding tape. I told my wife to throw the thing away it was a piece of junk anyway. She ignored me and spent 200$ (the whole laptop was 350...) to have the store she purchased it from replace the screen for her. 3 months later she wanted a new latop because the Acer is "so slow". 2 core AMD proc slow you say? Next time don't take your mother with you laptop shopping, I said, and I got her an ASUS G5 and she loves everything about it except the ROG emblem. I agree with her, can we get ROG boards without the advertisements on them?

I would never ever buy anything from Acer.
 
Thanks for sharing Bluesun311, its nice to know we are not crazy!

I now have the wife using my old Asus Gaming laptop which is built like a tank, but she wants something lighter that uses Windows 7 and she does not want a notepad...so choices were limited. Acers crap quality mixed with their terrible customer service has ensured that I will never buy any of their garbage again.
 
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Either someone broke it in your house and won't fess up, or you got what you paid for when you bought Acer.
 
That's a poorly designed bezel with shielding tape causing pressure under certain temperature/humidity conditions that will allow for internal cracking with normal use. In fact, ours literally cracked while open over night. I was asleep and it was sitting on the nightstand whole time--unless a cat burglar came in cracked the laptop and then left everything else and snuck out because he was embarrassed--that screen cracked on its own.

And by "on its own" I mean it got some sort of microfracture from a tiny drop of condensation expanding between the layers or simply being handled and then slowly the fractures began to spread, until the liquid crystals literally began "leaking" out of their layer. This is what it looks like sometimes:
2955559998_93cd123fbc_zpsd8176e72.jpg

This is not a typical problem for most laptops, as I understand it. But Acers love to do this shit.
 
Take your shill work elsewhere. After an extensive conversation with Acer, they admitted that they have had issues with internal panels cracking and that the display should never have passed QC.

The amount of corporate worship I see from a few of you is truly disconcerting.

Sorry, I just don't believe you, at all. One could easily break the glass in the panel without damaging the plastics surrounding. And your fracture is not emanate from the bezel like in the other 'defect' photos, but from near the center of the screen.

Also, as for being a shill... go Acer!!!, #1 company in the world. Best products ever, and such.
 
Just like the Ford Pinto right? If the cost of a recall etc. There are all kins of fanboys for all kinds of shitty products. Kinda like why when you see a Ford Mustang fashioned dragster at a local show 9 times out of 10 it's got a Chevy engine in it.
 
Take your shill work elsewhere. After an extensive conversation with Acer, they admitted that they have had issues with internal panels cracking and that the display should never have passed QC.

The amount of corporate worship I see from a few of you is truly disconcerting.

you need to relax.... without knowing how acer puts the machines together that does indeed look like damage as there is a point where it seems that exessive pressure was applied and the crack spread out...

Most manufacturers do not press the bezel tight to the screen just for this reason....

btw LCD can flex a little before they crack otherwise every time you opened your laptop using only one corner, the screen would crack
 
Sorry, I just don't believe you, at all. One could easily break the glass in the panel without damaging the plastics surrounding. And your fracture is not emanate from the bezel like in the other 'defect' photos, but from near the center of the screen.

Also, as for being a shill... go Acer!!!, #1 company in the world. Best products ever, and such.

Yet your completely 100% FUCKING WRONG! Acer conceded total responsibility to a faulty product and I have already received a FULL REFUND.....yet you carry on with your trolling nonsense! God damn, some people are #^$@ as $#%@!!!!

you need to relax.... without knowing how acer puts the machines together that does indeed look like damage as there is a point where it seems that exessive pressure was applied and the crack spread out...

Most manufacturers do not press the bezel tight to the screen just for this reason....

btw LCD can flex a little before they crack otherwise every time you opened your laptop using only one corner, the screen would crack
Who the hell designs a laptop that cannot be opened with only one corner? I see people open their laptops with one hand ALL THE TIME when I am out in public, so really thats just reaching man. Anyway you can cut dicks with your hypothesis all you want but the bottom line is Acer finally fessed up to creating a sub par product and I have been refunded.

The bottom line is Acer lost me as a customer between their shitty product quality and the ordeal they made me go thru to get proper service. Now if you want to buy Acer JUNK, you go right on ahead!
 
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In their defense, it sounds absolutely ridiculous that this could even happen. It doesn't sound legit to people that haven't been through it. Yes the inner screen cracked over time due to user pressure, the point is, it SHOULDN'T have (and you can tell it wasn't unreasonable pressure because the top layer is completely undisturbed physically in the photos and *BAM* Acer even admitted it and refunded this guy because it's not bullshit, it's a replicate-able issue and a little homework on the net will show this to be a problem particularly inherent to this manufacturer.

My wife's $350 Acer was a month out of warranty so we thankfully didn't even have to deal with the company about it, we just know better than to buy their products in the future (well, I already knew not to buy a laptop for $350). I figured it would just be slow, not spontaneously crack itself. Now she uses it to look up information on the stupid game she plays on the other laptop. I suppose that's worth $550 total to her but I just use my phone...
 
Yet your completely 100% FUCKING WRONG! Acer conceded total responsibility to a faulty product and I have already received a FULL REFUND.....yet you carry on with your trolling nonsense! God damn, some people are #^$@ as $#%@!!!!

Just because Acer supposedly conceded responsibility does not mean that it was truly their fault. Companies do this all the time for customer relations.

To be honest, I think you know how it broke and you made this thread to fling poo in the hopes that Acer would do some damage control and fix the screen for you at no cost.
 
Who the hell designs a laptop that cannot be opened with only one corner? I see people open their laptops with one hand ALL THE TIME when I am out in public, so really thats just reaching man. Anyway you can cut dicks with your hypothesis all you want but the bottom line is Acer finally fessed up to creating a sub par product and I have been refunded.

The bottom line is Acer lost me as a customer between their shitty product quality and the ordeal they made me go thru to get proper service. Now if you want to buy Acer JUNK, you go right on ahead!

I see what I said went totally over your head... laptop should be opened from the center or using both corners...but they can be opened from one corner and the screen does flex when you do it...

so why don't you grow up and learn how to talk like a normal adult?
 
Wow, two Acers with this issue. I guess the next goal would be to unload the Acer. ;)
 
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