So, black friday sales purchased the nitro 5 on special, grabbed one for me and one for my father.
Had issues from the get go with them where harvey's sold us an incorrect model and so on but after lots of faffing around they sent us a giftcard to make up for it, so figured that would be over.
These things has always ran warm but figured the cooling in there was accurate. Well we were wrong on that, I started to experience the system locking up, crashing, deathscreens and so on.
I mainly use mine for work and gaming, got to a point where if i'm playing any game not even heavy intensive stuff, it's loud, it's running hot and anything after an hour is too much on it.
My father uses his for movies, he gets medical care multiple times a week where he relies on a laptop to watch movies off, again nothing strenuous he's there for a minimum of 4 hours ago, so having the laptop shut itself down after 2-3 hours for him is a huge pain in the pass when he can barely move while being treated.
So contact harvey's who handballed us to acer, acer claim no such issues known and try to fob us off.
Find others on ozb and reddit who have had exact same issues including a few people who claimed they went to harvey's and were offered an instant refund and took it.
Harvey's acted like this never happened until I linked them to the posts and we didn't really get anywhere and I laid into Acer who tried to claim that :
My fan must be faulty, so the system is not getting cold because the fan is simply not cooling it (yeah no).
Telling me to reflash a bios on there and a bunch of other sketchy crap that was beyond it and my alltime favorite, suggesting that I load custom settings into their intro sense program to have the fans (the fans they just said were broken) to run flat chat at all times.
We're not just talking during me playing gaming, we're talking even using word, or my father watching movies, which again he's in a ward full of other people wearing headphones, having a computer that sounds like a jet engine breaking the sound barrier isn't going to go down well.
Acer keep pretending that our issues are isolated (yet we're having the same issues from two identical laptops) and start to demand we send them in for 5-6 weeks to be inspected.
We'd already gotten rid of our previous laptops, we've got nothing to go back on, we need these for daily use, we can transfer to another laptop, but again acer keep doing the whole, nah we need those back in their current config or we're not doing anything.
I keep pressing acer and try to get them to admit that after seeing numerous posts of issues with the nitro 5 series that they obviously must know something and they eventually cave in an email and state that they are having cooling issues with my laptop that are a well known fault and yeah, take it back to harveys.
I press them again and say hey look, is it just this model? if I go back to harvey's and ask for them to swap it for a different model nitro 5 am I going to have any issues, are there any current nitro 5's that have no issues?
I get told they're experiencing issues with ALL their nitro 5 series at current due to the design.
So figured this would be good enough to go back to harvey's and have something done….. nope in the months since it's been back and forth emails which a lot of the time have been ignored until i've called them where they've tried to point the finger back at acer.
I've sent them in all the details and reference numbers about dealing with acer, and today I get them offering another gift card and no real solution.
So we're now stuck with two nitro 5's that if you load them up cold you've got an hour or two if you are doing anything more than internet browsing before things go to crap.
Acer have admitted they know about this issue with their entire lineup, yet instead of a recall they're pushing it back on harveys.
Harvey's havn't offered a solution and are blaming acer, yet they're still stocking their laptops and keep frequently putting this series on sale at a price point no other brand can seem to match and it's starting to seem there is a reason why.
I'm honestly at a point of not knowing what to do here, i've told harvey's i'm happy to swap these over for something comparable that's not this, they've stated that's not doable as acer have to provide an option for them and they're "Firm" on their policies (implying acer aren't playing ball here).
Acer keep telling me to go and get harvey to sort it.
Harvey's say all they're being left with is us sending the laptops away which again, can't be done.
Anyone else have any thoughts?
So, if there is a fault, why haven't you asked HN to send it away for you, to send it away to be repaired or replaced by Acer? HN can't really touch it and add more thermal paste, without voiding warranty. Acer need to evaluate this first (like nearly every manufacturer) and see that there is no evidence of tampering, moisture, pest infestation etc.
Acer generally take @ 2-3 weeks to be repaired in Sydney (though this may change due to CV19 etc). That is how long our Acer took, and it was delayed because they had to obtain 2 parts as the original diagnosis, didn't solve the issue.
HN (or any other retailer), cannot swap over or obtain a refund without authority from the manufacturer, which in this case is Acer. You can contact fair trading etc, and they will then ask if you were offered the chance to have it evaluated by the manufacturer.