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Reviews (1)
14 May, 2019
I was sent faulty equipment that clearly did not pass any rigorous quality control check. I sent it back for repairs, the problem still persists.
14 of 14 found this helpful Mistakes happen. I understand that. I also understand that there's a certain justified apprehension when buying refurbished electronics. I bought this laptop on April 16th. I've tried to be reasonable for close to a month. I DO NOT like complaining and I don't like making anyones day harder. But when the issue is just laziness and/or incompetence and your customer spent so much money, I think it's insulting.
Against my better judgement and because I trusted the Acer brand, I spent around 600 dollars on this laptop, which I presumed would be miles ahead of my older acer aspire. I wanted to use it for both work, graphic design, gaming, and personal use.
When the laptop arrived, the first thing I noticed was the screen would go black and freeze up whenever you clicked the volume icon. That is basic functionality and it's unacceptable that a laptop was sold with such a massive issue.
The same thing happened when I tried to access the display settings. Once again, basic functionality but in this case the computer screen bricks and you have to restart it, so that's nice.
There were multiple "Graphics hardware denied access to X program errors, followed by stuttering and yet more black screens.
Did I mention the multiple blue screens of death? So many I lost count, usually one after the other when im trying to download a game off of steam. Mostly Memory Management errors, KMOD, Store Data Corruption, Page Fault in Non Page Area.
Do I know what these errors mean? No. I'm not an IT tech. I do know that this shouldn't be happening right out of the box.
I emailed the seller here, first I was given a complicated (imo) step by step walkthrough on how to get the screen to not be in a permenant state of windowed mode when starting up. Then when I reported the other problems I was told that my options were to send it in for repairs or send it back for a refund. At the time I just wanted a working computer, so I called up their help number provided when you buy their products. I believe it's a third party repair company that uses the Acer name, but I may be wrong.
I say this because I expect a company as large as Acer to have a customer support line thats open on weekends. This place is opeb 7:30 to 5:00 only on the weekdays. It's kinda hard to sit down and troubleshoot issues when you're busy but alright, I'll wait.
I was taken through an over the phone process that consisted of resetting my computer, then being told I would have to send it in for repair. Sucks, but it is was it is.
I was told I would receive an email with a shipping label. Next day, no email. I call back, am told it will be another 24 hours. Another day passes. No email. I wait more, nothing. Call back, they say their system didnt send said email and then manually send it over.
I ship it out. I called back multiple times asking for some kind of email update that it arrived. I received none, but it arrived so thats good. I am told they dont know whats specifically happening but they assure me it's being repaired.
I wait a few days, no update. I call back, I am told that they ordered a new part for it and they promised me I would receive an email when it shipped out.
That was 8 days ago. No email, but hooray, my laptop is here. It would be a shame if I wasn't here and it got sent back to the mailing office or god forbid stolen, but ok. Maybe you can see my frustration, as monotonous as this is to read it was even worse to experience.
But all this I could forget and even give this a three star review (I am impressed by the specs for the price, and if it worked I would be very happy with the laptop.) if it worked.
It did not. I received a repair note that stated the SSD was replaced and the plugged the laptop into PcDoctor for 120 minutes (STRESSED). I don't know what that means but if it fixed the issue im happy.
Moment of truth, I click the volume button. Black screen. Activate display settings. Black screen+needs to restart. Multiple Graphics Hardware Denied notifications. I didn't stick around to see if there would be blue screens of death, I just shut it down and closed it up.
They didn't even try to click the sound icon. Despite me mentioning it multiple times in the written report (I took a picture of said report before I shipped it out). Either that or they just didn't care.
Not one issue has been fixed. Not one. In fact it seems slower than before somehow.
Tried calling, of course no response.
So now I'm wondering, repair again or return? Keep hoping things get better or cut my losses and try to get my money back?
Honestly im a bit worried about going down the return route as im not sure they will be fair with me just based on my current experience.
I really would just like a working Acer Nitro 5 laptop, but so far that seems too much to ask.