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Cosmetic issue??? It's a part of the computer that was there when it was sent in and not there when it came back. That's not a cosmetic issue.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-929652-100x100.png\")
Too bad these folks aren't writing the laws, or I could start stealing shit and calling it a \"cosmetic issue,\" too! I wish I'd thought of that...
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-315699-100x100.png\")
I know it's under warranty, but you can take it to a local shop to get it fixed properly. I'm not sure what you have in your area, but I run a local repair shop and we replace power ports (properly) for under $200. If you're savvy with a soldering iron, you can get the port on ebay for $10 or less and do it yourself. Mind you, it will void the warranty, but it's not like that warranty is helping anyway. Good luck!
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so you charge upwards of $190 in labor to install a $10 part? A part that you admit is pretty easy to relplace if you are \"savvy with a soldering iron\".
Maybe I'm missing something
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-129735-100x100.png\")
It sucks, but yes, sometimes the cheapest parts cost a lot of money to replace. In college (15 years ago) , I used to work in a shop that repaired Kodak slide projectors. There was a $0.10 plastic part that would fail, but to get to it you had to take the entire machine apart, and you had to customize some tools to get the projector apart. The first time I did it, it took me nearly an entire day to repair it, but once I got the hang of it I could fix it in under 1 hour. I think we used to charge $75-80. $200 to tear down a laptop does not seem that extrordinary.
Well I guess you have never taken apart a laptop. There are about 30 tiny screens, multiple ribbons cables (really thin ones), little pieces of tape, plastic to unsnap and really delicate parts. I have taken apart two laptops and the process is 3-4 hours easy. Besides, its a service, do you thing it really costs $150 in labor for an experienced mechanic to put brakes on your car? Well anyway you get the point, sorry to flame.
Replacing a DC jack is a very labor intensive process, as the machine must be torn down to board level, jack removed, points in quite a few cases need to be repaired, new jack must be soldered, then computer reassembled and all functionality tested. On some models this entire process can take 3+ hours. Depending on the hourly rate of the shop, it could reach $200
(side note, my shop charges flat rate of $139, so ymmv)
You are, yes. Stripping a laptop down to it's bare motherboard to be able to desolder and resolder the jack, as well as rebuild the socket is time, labor and skill intensive. You need to disassemble essentially the entire thing.
A coke costs $1.50 and is 30 cents of syrup and sugar. At some point, you accept that a company has a right to make a profit by charging the industry standard rate for their services, or you make your own at home.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-176865-100x100.png\")
What, you don’t make your own power ports at home? Hell, I make my own solder by creating tin and lead with spare atoms.
Find out if this would be covered by your state's \"lemon\" law, since the same thing keeps breaking.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1512420-100x100.png\")
I actually use hot glue to repair many computer parts. I had a IBM laptop that had problems with a part coming loose, so i hot glued it and all of it's brothers on the board. It's strong stuff, and sometimes easier/more precise to apply than epoxy to apply.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-389492-100x100.png\")
i'm guessing you use high heat glue, not the crap that comes in baggies at the craft store for $1.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-558211-100x100.png\")
Hot glue is actually a very common fix for detailed PCB rework and repair. It can be molded and shaped using a soldering iron (when you're under the microscope), and is quite elastic and won't chip or flake off. That being said, a much better solution would be to help secure the shoddy connector with E-6000, which is more durable and doesn't melt.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-143351-100x100.png\")
I hope that you wouldn't just hot glue it though for a paying customer that has a laptop under warranty. That would probably be a great fix though for someone with a 3 year old laptop out of warranty and doesn't want to spend a ton of money to fix the motherboard.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-363287-100x100.png\")
That's really, really awful. The service center is under too much pressure or they're unqualified for their role. Using what looks like a glue-gun fix on a power socket... That's a \"battlefield fix\", a \"midterm DIY\", not something for a customer.
Then again, this type of of charging socket is notoriously inadequate for the purpose. A component like this, one that's critical to product function and that will be stressed on a daily basis, should not transfer so much of those forces into the most expensive and difficult to repair portion of the product. I'm typing this on an Acer, and while I love some of their cost saving choices, others, like the same type of power connector scream of cutting corners or \"just shipping it.\" Go back to the parts bin. There are better options without designing something or paying royalties.
Back OT, since it doesn't sound like giving up the system is much of a hardship, I'd continue the escalation. Someone in the chain needs pressure from this side of the equation.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-16563-100x100.png\")
Not for this writer, since his 'rents bought it, but for the next purchase, consider the value of your time. I gladly pay a bit more for reliability and the simple satisfaction of getting something That Just Works. (and if it doesn't, then a customer support that fixes things lickity-quick).
Good luck, tho!
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1523175-100x100.png\")
Totally, I'm sure Scott would rather have to deal with this instead.
http://i45.tinypic.com/s25q52.jpg
I agree entirely. That's why I use Sager laptops.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-121828-100x100.png\")
Lickety split after they call and your spouse a liar, refuse to deal with the issue and then have to deal with executive customer service?
1) OD broke it, so whether the expansion port cover is a cosmetic issue or not, they have to fix it.
2) it's not a cosmetic issue. It keeps dirt and dust and lint from getting into the port and gunking up the connections.
3) You have now had the laptop repaired 4 times for the same problem. Lemon law the damn thing and make them give you a new one.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1526721-100x100.png\")
Acer is horrible! My laptop shut off randomly one night, fully charged and everything. I took it to Staples (where I bought it) immediately who sent it to the manufacturer. They said it would be fixed in ten business days. THREE MONTHS later, Staples calls to say it's fixed. I go back to pick it up and they said that they turned my laptop on to see how things were going, and it turns out that a few keyboard buttons weren't working, like Enter, a few random letters and whatnot. Staples was also getting quite frustrated because Acer reported that they tested everything before sending it back. Instead of sending a replace keyboard so the Staples employee could fix it himself like he said he could, they said to send it BACK to Acer and I would get it back in another \"ten business days.\" I finally did get it back in about 2 weeks but I will never purchase Acer again, or recommend it. My 2 year warranty just ended and once this laptop breaks again, I'm done. The Staples employee told me that when Dell or HP laptops break, they return from the manufacturer within 3 days!!
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1524613-100x100.png\")
The issues with this pc have nothing to do with it being an Acer.
They have terrible customer service, so yes it does
This is kind of a weird idea, but did you ever think about cutting out the middle man in the warranty? What reason does Best Buy, Staples, or Office Max have to be involved at all? Just get the warranty with whoever made the computer, then they can't pass the blame.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-630279-100x100.png\")
sweet. i got these magic beans to sell you....
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-8966-100x100.png\")
Not my experience with HP/Compaq. I've read many others with my experience too, of it taking over a month to get a laptop back. Plus it came back with the wrong OS on it and many more problems... Buy from the business side of any computer company and avoid the box stores for your purchase. It's the best way I know of to have a PC that doesn't cause ulcers.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-665956-100x100.png\")
Agreed. Do not by an HP/Compaq notebook. My sister loves her Toshiba laptop. If you're looking for Windows-based machines, maybe you should check them out. I have a Gateway, which I absolutely would not recommend.
Back when I sold these plans for the evil blue and yellow empire, we had a clause in the plan that allowed that once a repair had been performed 3x, the customer was offered a replacement of equal or greater value. I would check the terms of your contract to see if they do something similar.
Having gone through a similar issue the fact is a power port is usually considered customer abuse (you pulled out the cord improperly) It is a VERY common issue with every laptop manufacturer. I found a place in a Chicago suburb that fixed it, and it has been no problem for 18 months.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-1226025-100x100.png\")
Real Quality-with-a-K work.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-313764-100x100.png\")
It looks like somebody jammed a Jolly Rancher in there.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1304928-100x100.png\")
acer laptops are poorly made and have many problems.
I have repaired many of them and my fixes for power connector problems is properly soldering a replacement, then wrapping tape around the plug then connecting it to the laptop, then I will use some JB weld epoxy and epoxy around the adapter connector, then give it a day or 2 to dry, then I will twist the adapter connector off and the tape is left behind, then I just use a screw to scrape off the tape, or at least all of it's glue. Then I color the epoxy as close as I can to the color of the case. this fix lasts much longer if you are dealing with someone who constantly breaks the adapter port (since the epoxy only sticks out a little bit, it still fits with no problem into the laptop bag but the epoxy reduces the pressure placed on the power port) (PS after a few hours, the epoxy will harden enough so you can better mold it into a good shape, just be sure to use gloves so you don't get finger prints on the epoxy)
Doesn't look as nice but it gets good results for users who kinda abuse their laptops
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1525227-100x100.png\")
Somewhere around here I have an ancient laptop with a battery that slides in one side and clicks into place. The power cord plugs straight into the battery pack, meaning you can charge the battery on or off the laptop. If this design ever came into common use we'd probably never hear another broken power port nightmare story again.
![\"user-pic\"](\"http://consumerist.com/assets_c/userpics/userpic-226755-100x100.png\")
Reminds me of the time I, all innocent and unknowing, sent my laptop into Lenovo/IBM's depot.
Never again.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1523204-100x100.png\")
really? I have sent hundreds of thinkpads to lenovo's mail in service (I work for a private school with a laptop program) and have not had a single problem with them.
They are by far #2 in my book (I myself am an apple authorized service provider so obviously I get the cake)
I don't trust anyone having been burned by a major laptop/computer company. If you're going to let that laptop out of your sight, buy the cheapest memory module possible to install before shipping. Amazing how 512mb RAM can turn into a measly 64mb.
WHY does anyone buy extended warranties? Hasn't Consumerist and Consumer Report eddicated all of us on this scam?
I got into buying extended warranties because my mom always did so, but I've lessened this throughout the years. However, I did buy one back in '96 on my first computer at Best Buy. Sixty days later my monitor fried and I got a new one. My cost would have been nearly $500.00 had I not had one. I think the higher purchases should lend some sense to whether you buy one but also, budget for the extra cost so that it won't be such a bite if you do. It's really not that much and it should be based upon what happens to YOU in case something fails. If you have the extra funds for a $50 extended warranty but not the extra funds for a new $1000.00 laptop that fails within six months, then buy the warranty. I don't think about whether they make their profits, etc, etc, etc. but I think about my pocket book first.
I have been a laptop tech for a number of years and can say that this particular Acer has DC jack issues and has nothing to due with customer abuse.
The repair for a broken DC jack is easy on this model. At my work, the total repair time for this job is less than 1 hour. The DC jack on this model is soldered directly to the motherboard/system board/logic board (however you want to call it), so you must remove the old jack and solder a new one on. Doing anything other than this is NOT repairing the laptop.
Scott mentioned that the jack was getting hot after the second repair. This is caused from poor connection between the sold pads on the jack and the solder pads on the system board. This occurs from a \"cold solder\" joint (google if if you want to know more) or what appears to have happened in this case, the jack wasn't even soldered on in the first place.
With regard to getting the laptop replaced, that is highly unlikely. Unless you send the laptop in for repair 3 times for the SAME problem and is still not repaired, most extended warranty programs do not allow for replacement.
WTF?! Never EVER use glue on a computer. Any slight short could cause the glue to melt and parts can get hot enough to melt glue and could cause a short/fire. This is beyond stupid. There's a good reason you use solder. The fact you got a burn from this makes this a potential lawsuit. By using glue to \"fix\" your computer it posed a risk to you and your system. They were being lazy and didn't want to actually fix it.
![\"user-pic\"](\"/mt-static/support/assets_c/userpics/userpic-1523452-100x100.png\")
Also, he's going to a university that doesn't requires its students to write legibly.
![http://i45.tinypic.com/s25q52.jpg](\"http://i45.tinypic.com/s25q52.jpg\"){kind=link}
This is another reason I do not buy \"extended warranty\" plans. You've already paid for their service, so they don't care so much about working hard enough to keep you as a customer. Lately, I've been having much better luck going to independent service companies for just about everything.
I like Asus. The mother-in-law dropped her's down the stairs and it was back in 7 days (including shipping!) with only a couple of scuffs left. Mind you, the bezel, lower chassis, HDD, and screen were shot for sure.
Buy at an Asus partner, get the 2 year Asus ADW automatically.