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Acer / 'drop damage' repair charge when laptop was never dropped!

1 United States

One day - around mid december - my pull my $700 laptop out to do some work while my desktop was put up, and it just doesn't turn on. There's fans, but no lights and no display. I open the bottom to see if a display connector or power connector got unhooked or frayed, or if the battery had died, but everything looked fine. I didn't dare touch anything because I did not want to void my warranty. So after a few days of talking to customer service, I eventually ship it in, laptop carefully wrapped in thick bubble wrap. They receive the package on new years day.

Fast forward to today (january 10th 2019) and I get a call from acer about repairing my laptop. They say there's 'drop damage' to the system - which is damage not covered by the warranty - and there is 'major components' that need to be replaced.

Specifically: "lcd cover, lcd bevel, uppercasing and lowercasing will need to be replaced due to front and right corner damage."

Total repair charge? Four hundred and fifty dollars. $474.74 with tax!!
Thats two thirds the price of the laptop

This is absolutely unacceptable. Even if the laptop was damaged during shipping, there is absolutely no way that replacing the plastic cover around the laptop is that expensive. I will not be extorted like this!

(the actual customer service agent was very nice though.)

Jan 10, 2019

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