• Report: #421994

Complaint Review: Acer

  • Submitted: Mon, February 09, 2009
  • Updated: Tue, August 14, 2012

  • Reported By:Chevy Chase Maryland
Acer
www.acer.com , California U.S.A.

Acer Aspire One screen crack Acer America Corporation California

*Consumer Comment: Acer doesn't honor warranty

*Consumer Comment: "Cracked" Screen.....

*Consumer Comment: Acer

*Consumer Suggestion: Acer

*Consumer Suggestion: I had the SAME problem! I SUED the shysters...and WON!!!

*Consumer Comment: I own the acer aspire one as well

*Consumer Comment: I own the acer aspire one as well

*Consumer Comment: I own the acer aspire one as well

*Consumer Comment: I own the acer aspire one as well

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After 3 months of use, my Acer Aspire One suddenly had vertical colorful lines over about 2/3 of the screen. I had used it in the evening, packed it in a padded pouch and laptop bag, carried it to my car, left it in front of the passenger seat (no passenger), and carried it to my office. When I opened it on my desk and turned it on, the lines appeared.

I contacted Acer who gave me some kind of software instruction, but instead I sent it to Acer (double wrapped in bubble wrap, padding, etc.) Acer told me that the screen was cracked and would cost 200.00 to repair because it's not covered by warranty. I balked at that and asked them to return it. When it arrived, there was indeed something like a 1 inch internal crack with jagged lines and now also horizontal lines.

I called them and was told that it probably had an original (still invisible) crack, which by now had spread. When I said that at no time had I dropped hit, banged or done anything violent to the netbook, one suggestion was that maybe temperature fluctuations caused the crack, which is nonsense (it was inside the house, and outside temperature was not below freezing when I carried it the 15 yards to the car).

We have (have had) about 6-7 laptops in our family, and have never had a cracked screen. Seems to me that this netbook's screen is extremely fragile.

Accordign to the warranty, abuse, misuse, negligence is not covered. However, do I have to prove that I din't misuse the netbook, or is it 'by definition" that a cracked screen is abuse and therefore not coevred?

Jane
Chevy Chase, Maryland
U.S.A.

This report was posted on Ripoff Report on 02/09/2009 12:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/Acer/California-95110/Acer-Aspire-One-screen-crack-Acer-America-Corporation-California-421994. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Acer doesn't honor warranty

AUTHOR: Ayla - (United States of America)

Blame the victim.
I've had an Aspire One D270 since April 2012. Have used it about 20 times. It's kept in a drawer in my home, in a padded case. The screen is suddenly black, with several white streaks. Had email exchanges with barely English-literature Acer reps who asked me to take a picture of the screen.
An email informed me that  I had a cracked screen and such ABUSE wasn't covered. 
I saw where another Aspire owner sued and won because it's Acer's responsibility to prove the unit was abused rather than defective. Will be doing the same.
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#2 Consumer Comment

"Cracked" Screen.....

AUTHOR: Nancy A - (USA)

We obtained our Acer Netbook late January 2011. It is to be used rarely in a college class so as not to carry the larger/heavier laptop. It's kept separate from all other books, ect. It was used less than 10 hours total before the first "crack".

The device has never been dropped (seriouslyl), never been wet/had anything spilled on it. We don't have much money, so we cherish it like fine China to give you an example of the care we put on it.

It was used to obtain some data off of it to put on the larger laptop one evening. It was fine, top was closed and the netbook left on my desk. The next morning, it was opened and over to the left of the screen their was a 2 1/2 x 1.75 inch white block area on the screen. It eventually spread to horizontal and vertical gray lines midway across the screen.

I walked it in to the repair center after obtaining my work order. I actually talked to an Acer  technician whom was walking out. He didn't look at the device.  I described the issue and his comments were that this was a very common issue. It didn't have anything to do with they system, but with the LED screen. He said it would be a simple replacement, no problem.

I recieved the device back ...at the wrong address.... and all looked good. This device doesn't even have any scratches on it yet as it's rarely used. By this time, I really didn't need to use the device anymore as the majority of what I needed it for had passed in class. I did take it twice with me to school to use between classes.

2 months later, I pull it out and we go through it all again. It looks good. Then the next day, I open it up and there is a white block in the upper left hand corner. This time when I called the warranty folks they said it was reported as a "cracked screen" last time. I was dumbfounded...hmmmm.

I took it into the repair center again. I again was able to talk to (and have) a technician look at it this time. He took it out in the sun. He pointed to where deep inside you can see a "black dot". This he said, indicates it's a "crack". There is and never has been any type of external damage. This means it's physical damage. But HOW? I ask.. He couldn't tell me other than maybe it was how it was opened. Maybe we opened it from the corner...Before he said this, he had us demonstrate how we opened it. From the center..... so that explanation wasn't really working for us.

The office later asked my daughter if the padded cover she had in her hand is what we used to protect it? Yes, we indicated. Well maybe we need to get a breifcase style case, she saids. These are made to be mobile so..... Hmmm, if they were made to be mobile why aren't the screens sturdier I wonder... She indicated also that we needed to make sure we didn't put anything on top of it.. HMMM, we don't put anything on top of it...ever!

soooo.... what it boils down to is that it's going to happen again because they really had no idea what caused it or why it occurs. The external product has no scratches, has never been dropped, nothing is put on it, nothing is spilled...It's not very mobile because it just "crack"s and really how can you use a device that is supposed to be mobile but can't even handle the gentleness that it has received so far? It has a total of less than 20 hours use on it...

We'll never buy an Acer again and we will pay the extra $$ for a truly mobile netbook as the $$ it will cost to repeatedly repair this is not worth it and you might as well get a better made one. You have to treat this better than the fine China or someone whom is so fragile that a touch will break their bones (can't remember the name of that disease...). That's pretty bad for a "mobile" device...
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#3 Consumer Comment

Acer

AUTHOR: Wraith - (United States of America)

Acer has failed to address what appears to be a widespread problem. We had the same problem with a less than one month old laptop that had never even been out of the house. We got the exact same response and the woman simply insisted that "It's glass and glass doesn't just crack" (If I had a dollar for every time she repeated that phrase I could be another (different brand) laptop.)

For the person who says Acer is dependable? We personally own/have owned multiple laptops. One Sony Vaio, two Asus full sized laptops, one Asus netbook, two Acer laptops, and a Toshiba. I had serious issues with one Asus, and even though it took me several returns to get the problems resolved, ASUS made good, eventually working with me to solve the problem so that I did have a working laptop. I have also had dealings with Dell, regarding service for a printer. I have never been treated as rudely as I have by Acer customer service.

Acer simply refused, even when I mentioned that there are articles all over the Internet about these screens cracking merely from being opened. Her response was (you guessed it) "Glass doesn't just crack." I explained that when this happened, the user was sitting at the table, opened the laptop, went to a website, and was filling in a form. The laptop had never even been in a laptop bag, or outside the house. And it was less than one month old.

I am NOT impressed and I would NOT say, regarding the rudeness of their customer service, that this company is anywhere NEAR dependable. The impression I get is  "We got your money for this, it is your problem now."  I could understand if the laptop had been dropped, had things laid on top of it, or been shoved in a book bag. Then maybe we could attribute it to some kind of stressors. But this laptop had barely even been USED let alone abused.

My advice is for people to AVOID this company.
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#4 Consumer Suggestion

Acer

AUTHOR: Zikes - (United States of America)

I am sorry for you troubles but I do not feel it is Acer's fault that the screen had a crack in it. It could of been the shipping company or the retail outlet that is why most retail stores offer a extended warranty or insurance. In the future it would be better to avoid all the trouble and just get the extended coverage the retail store offers. 

 I have had my Acer One for almost 2 years and I have treated it horrible. I have left it on in the car for over 3 hours with 110 degree temps outside. I have a 4year old and a 7 year old that play with the Acer One all the time and as you know kids are rough. This thing is on 24/7.  I believe Acer is a company you can trust.
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#5 Consumer Suggestion

I had the SAME problem! I SUED the shysters...and WON!!!

AUTHOR: Sergiotico - (U.S.A.)

I have an Acer Extensa 4420 laptop that malfunctioned on me only three weeks after purchasing it!!! Office Depot said it was the manufacturer's fault so they would not take it back. Of course Acer said it HAD TO BE something I did wrong, or that someone at Office Depot mishandled it somehow and probably dropped it. They even said that maybe the shipping company (like FedEx or UPS) may have dropped it! To make the long story short, I contacted an attorney who stated that Acer is the primary company responsible for the defect. The burden of proof would be on Acer to prove that it was not a faulty computer monitor and that it must have been damaged in another way.

Soooooooo, I had to take Acer to small claims court. They ended up paying me back ALL the money I paid for the computer PLUS additional court costs (I should have included the hotel room bill as well). When you file, the court delivers a subpoena to Acer's legal representation. You have to make sure they are served appropriately because if they are not you have to try again. Fortunately for me they were served on the first try. But they did not show for court. All I had to do was stand before the judge and very succinctly explain my case. Before I knew it the case was closed, the judge decided in my favor, and within a couple of weeks I had a check for the full amount from an attorney's office and a letter requesting a release of the judgment.

I was never asked to return the laptop so I bought a new monitor screen on eBay for about $60 and repaired the thing myself! Acer wanted over $200 to fix it! I am now typing this message on the same computer I sued them over. Needless to say I covered the brand name over with a sticker, I do not want to help promote the company.
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#6 Consumer Comment

I own the acer aspire one as well

AUTHOR: Ah - (U.S.A.)

I also own the laptop that you have mentioned an I have dropped mine twice now (The first time on a tile floor) an still have had no problems with it. it could be that you just had a defective laptop from the get go an it manafestied itself as a screen crack (I've had it happen to other laptops) I hope that you get your situation worked out an would urge you to try acer again when you buy a pc or laptop!!
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#7 Consumer Comment

I own the acer aspire one as well

AUTHOR: Ah - (U.S.A.)

I also own the laptop that you have mentioned an I have dropped mine twice now (The first time on a tile floor) an still have had no problems with it. it could be that you just had a defective laptop from the get go an it manafestied itself as a screen crack (I've had it happen to other laptops) I hope that you get your situation worked out an would urge you to try acer again when you buy a pc or laptop!!
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#8 Consumer Comment

I own the acer aspire one as well

AUTHOR: Ah - (U.S.A.)

I also own the laptop that you have mentioned an I have dropped mine twice now (The first time on a tile floor) an still have had no problems with it. it could be that you just had a defective laptop from the get go an it manafestied itself as a screen crack (I've had it happen to other laptops) I hope that you get your situation worked out an would urge you to try acer again when you buy a pc or laptop!!
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#9 Consumer Comment

I own the acer aspire one as well

AUTHOR: Ah - (U.S.A.)

I also own the laptop that you have mentioned an I have dropped mine twice now (The first time on a tile floor) an still have had no problems with it. it could be that you just had a defective laptop from the get go an it manafestied itself as a screen crack (I've had it happen to other laptops) I hope that you get your situation worked out an would urge you to try acer again when you buy a pc or laptop!!
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