I bought an Acer Swift 3 laptop 7 months ago, and recently one of the keycaps cracked into two pieces and requires replacement. I called the Acer 1300 number and lodged a service case. In order to claim the warranty, I have also sent in the photos of the broken parts, and the invoice.
After a few days, I called them to follow up, and I was told I need to send in the laptop for inspection, and postage will be covered. Fair enough. But they also told me the process will take up to 15 business days, and they are going to wipe off all the data on the laptop to protecting my privacy.
Is this a 'normal' (warranty) service case I would expect from Acer?
To me, this is a lot of trouble to go through for such a small repair. I was expecting they would send a technician to my place to do the inspection and repair, or I can drive to one of their repair centers, have the inspection/repair done there. I also told the Acer guy that they could send me a new keycap, and I can put it on myself. But I was told this is the only process they can offer me in my case - i.e. leave the computer there for three weeks, and have the data on the hard disk wiped off.
What is your experience with Acer support, or any suggestions?
[Update] Once I decided to go through the process, it was very smooth. Acer provided a postage barcode by email, and I posted the laptop on Saturday and got it back (fixed) the following Friday. Also, they didn't format the hard disk. So overall, I am happy with the service.