Hi,
I purchased a new acer nitro7 on 20 september 2020 from pari computers pvt ltd, which is a official acer store.
I wanted to clean dust inside the laptop because if was overheating, therefore I opened it on 11.03.2021.
But cleaning dust showed no changes in temperature, therefore I filed a complaint on 12.03.2021 for repasting the thermal paste in my laptop. Later a acer technician visited my house and opened the laptop, a screw on the heat sink on the laptop was stripped and he asked me to file another complaint and then call the customer care and ask them to transfer my complaint from ‘on site’ to ‘in store’.
The customer care personal, said they have no way of transferring a request from on site, to in store and gave me contact details of a acer service center run by a person called Swapni.
Upon calling the service center they said they cannot work on my device as the sticker on laptop bottom was removed by me, and claimed that I have damaged screws inside the laptop. No damage was done by me to the screws and my laptop runs fine.
I also tried contacting acer support through email and they also neglected the issue saying it was customer induced damage when I have damaged nothing. I am attaching the email conversation below.
My laptop is only six months old and they are denying the warrenty blaming me because I removed a stupid sticker on bottom of my laptop. Please help me out with this matter.
I want my problem fixed by acer as my laptop is still under warrenty.
Date: 12.03.21
Case id: 3907709I
Date: 13.03.21
Case id: 3908893I
Email:
[protected] Forwarded message[protected]
From:
Date: Mon, Mar 15, 2021 at 1:26 PM
Subject: Re: Ref- ACR1860936: Warrenty denied
To:
Cc:, , ,
Customer is in CC
Dear Surbhi, Greetings from Acer Help Desk.Kindly look into trail mail, Customer has mailed for the case id 3908893I which is closed by stating “Reported Issue System Overheats so Engineer Visited Onsite and Checked VMI/CID Found, Customer Has opened Unit itself So Can’t Covered In Warranty Case Closed “.But the customer is not agree with this and asking for the service.Please check and do the needfull.Regards,
Ashwini
Acer Customer Support From: [protected]@gmail.com
Sent:Monday, March 15, 2021 11:03:03 AM
To:ail.[protected]@in.aegisglobal.com
Subject:Re: Ref- ACR1860936: Warrenty deniedWhy this cannot be resolved in warrenty?The laptop is in perfect working condition, and no damage has been caused by me.”Also, the technician who visited my house asked me to raise another request for this problem and then call the customer care number and ask them to convert the case form on site to in store.”When I contacted the customer care, the executive said there is no way for them to convert a on site request to in store, so basically the technician clearly lied(I do have call recordings of all these conversations). Upon calling the service center, they said they cannot work on the laptop and later the same technician who visited my house called me saying, sir you have realised a service request about the laptop, and I’m closing it on my end. When I confronted him that he asked me to lodge a complaint again and then ask customer care to convert it to in store from on site, he just ended the call and closed the case id.This goes against the consumer rights and action must be taken against this technician in question and the service center.I want my problem fixed, if this does not get resolved ASAP, I will be taking this matter to consumer court. On Mon, Mar 15, 2021, 9:28 AM ail.[protected]@in.aegisglobal.com wrote:Dear Pawar, Thank you for contacting Acer India Helpdesk.We regret for the inconvenience caused to you.We would like to inform you that as mentioned in the trail mail the status of your case ID 3908893I is currently closed by stating “Reported Issue System Overheats so Engineer Visited Onsite and Checked VMI/CID Found, Customer Has opened Unit itself So Can’t Covered In Warranty Case Closed “.Thank you for choosing Acer. Looking forward for an everlasting and valued relationship.Regards,
Ashwini
Acer Customer SupportFrom: [protected]@gmail.com
Sent:Saturday, March 13, 2021 6:33:20 PM
To:ail.[protected]@in.aegisglobal.com
Subject:Re: Ref- ACR1860936: Warrenty deniedI opened the back panel to few days back for the first time since purchase to clean out dust.That time I noticed that a screw on the heat sink was damaged and raised request for re-pasting as I doubt the thermal paste is the reason for such high temperatures. The technician denied warranty saying it was damaged by me, when it was already in damaged condition as it is.My device works completely fine, but with this damaged screw re-pasting is not possible and the service center is denying to replace that one screw.All this headache for one screw. On Sat, Mar 13, 2021, 5:56 PM ail.[protected]@in.aegisglobal.com wrote:
Dear Pawar, Thank you for contacting Acer India Helpdesk.We regret for the inconvenience caused to you.We would like to inform you that the status of your case ID 3908893I is currently closed by stating “Reported Issue System Overheats so Engineer Visited Onsite and Checked VMI/CID Found, Customer Has opened Unit itself So Can’t Covered In Warranty Case Closed “.kindly share us the opened Unit snap shot and confirm us who has opened the unit.Thank you for choosing Acer. Looking forward for an everlasting and valued relationship.Regards,
Ashwini
Acer Customer SupportFrom: [protected]@gmail.com
Sent:Saturday, March 13, 2021 5:48:17 PM
To:ail.[protected]@in.aegisglobal.com
Subject:Re: Ref- ACR1860936: Warrenty deniedSystem details: SN: NHQ5HSI0089250D3553400SNID: [protected] Details:Name: Keshav Pawar.Address: House no827, muktai nivas, behind padamji papermill, dattanager, thergaon, pune-411033.Contact number: [protected] / [protected].Email: [protected]@gmail.com Date: 12.03.21Case id: 3907709I Date: 13.03.21Case id: 3908893I On Sat, Mar 13, 2021 at 3:05 PM ail.[protected]@in.aegisglobal.com wrote:
Dear Keshavpawar, Thank you for contacting Acer India Helpdesk.We regret for the inconvenience caused to you.We would like to inform you that kindly share us the system serial number or case id, complete address with pincode, contact number so that we can check and suggest on this.Thank you for choosing Acer. Looking forward for an everlasting and valued relationship.Regards,
Ashwini
Acer Customer SupportFrom: [protected]@gmail.com
Sent:Saturday, March 13, 2021 2:58:15 PM
To:ail.[protected]@acer.com
Subject:Ref- ACR1860936: Warrenty deniedHi, I bought a acer niro 7 few months back, the laptop is over heating and because of that I registered a complaint on 11.03.2021 for repastin of thermal paste.The technician visited my place on 12.03.2021, and said he cannot solve this issue.A screw head on the heatsink of laptop is stripped, and the laptop won’t be covered under warrenty. Upon calling their service centre today they said they don’t work on products that have the warrenty sticker at the bottom of laptop removed. And denied to work on the laptop which is still under the warrenty period and when I asked will it be repaired for chargable amount that? he denied that too.I need this problem fixed ASAP, because the tempreature reach 93% c when running any heavy application. Denying services when the product is under warrenty is against consumer rights! attaching the pdf as laptop purchase proof.LisaThreadStart:ACR1860936:LisaThreadEndThis communication together with its attachments contains information which is private, confidential and may be subject to legal privilege. It is for intended recipients only. If you are not the intended recipient please note that any form of disclosure, distribution, copying or use of this email or the information in it or in any attachment is strictly prohibited. In the event you are not the intended recipient, you must not copy, distribute, disclose, publish, rely on or otherwise use it without our consent. If you have received it in error, please contact the sender immediately by return email. Please then delete both emails and do not disclose their contents to any person. Some of our communications may contain confidential information which it could be a criminal offence for you to disclose or use without authority. If you have received this email in error please notify [protected]@aegisglobal.com immediately and delete the email from your computer. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. In addition, to ensure the security of your data, please do not send any unencrypted credit card or personally identifiable information to this email address. Aegis reserves the right to monitor all email communications for compliance with legal, regulatory and professional standards. If the content of this email is personal or unconnected with our business, we accept no liability or responsibility for it. This email is not intended to nor should it be taken to create any legal relations or contractual relationships. This email has originated from Aegis Customer Support Services (p) Ltd, Web Site: http://www.aegisglobal.com This communication together with its attachments contains information which is private, confidential and may be subject to legal privilege. It is for intended recipients only. If you are not the intended recipient please note that any form of disclosure, distribution, copying or use of this email or the information in it or in any attachment is strictly prohibited. In the event you are not the intended recipient, you must not copy, distribute, disclose, publish, rely on or otherwise use it without our consent. If you have received it in error, please contact the sender immediately by return email. Please then delete both emails and do not disclose their contents to any person. Some of our communications may contain confidential information which it could be a criminal offence for you to disclose or use without authority. If you have received this email in error please notify [protected]@aegisglobal.com immediately and delete the email from your computer. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. In addition, to ensure the security of your data, please do not send any unencrypted credit card or personally identifiable information to this email address. Aegis reserves the right to monitor all email communications for compliance with legal, regulatory and professional standards. If the content of this email is personal or unconnected with our business, we accept no liability or responsibility for it. This email is not intended to nor should it be taken to create any legal relations or contractual relationships. This email has originated from Aegis Customer Support Services (p) Ltd, Web Site: http://www.aegisglobal.com This communication together with its attachments contains information which is private, confidential and may be subject to legal privilege. It is for intended recipients only. If you are not the intended recipient please note that any form of disclosure, distribution, copying or use of this email or the information in it or in any attachment is strictly prohibited. In the event you are not the intended recipient, you must not copy, distribute, disclose, publish, rely on or otherwise use it without our consent. If you have received it in error, please contact the sender immediately by return email. Please then delete both emails and do not disclose their contents to any person. Some of our communications may contain confidential information which it could be a criminal offence for you to disclose or use without authority. If you have received this email in error please notify [protected]@aegisglobal.com immediately and delete the email from your computer. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. In addition, to ensure the security of your data, please do not send any unencrypted credit card or personally identifiable information to this email address. Aegis reserves the right to monitor all email communications for compliance with legal, regulatory and professional standards. If the content of this email is personal or unconnected with our business, we accept no liability or responsibility for it. This email is not intended to nor should it be taken to create any legal relations or contractual relationships. This email has originated from Aegis Customer Support Services (p) Ltd, Web Site: http://www.aegisglobal.com This communication together with its attachments contains information which is private, confidential and may be subject to legal privilege. It is for intended recipients only. If you are not the intended recipient please note that any form of disclosure, distribution, copying or use of this email or the information in it or in any attachment is strictly prohibited. In the event you are not the intended recipient, you must not copy, distribute, disclose, publish, rely on or otherwise use it without our consent. If you have received it in error, please contact the sender immediately by return email. Please then delete both emails and do not disclose their contents to any person. Some of our communications may contain confidential information which it could be a criminal offence for you to disclose or use without authority. If you have received this email in error please notify [protected]@aegisglobal.com immediately and delete the email from your computer. We believe, but do not warrant, that this email and any attachments are virus free. You should take full responsibility for virus checking. In addition, to ensure the security of your data, please do not send any unencrypted credit card or personally identifiable information to this email address. Aegis reserves the right to monitor all email communications for compliance with legal, regulatory and professional standards. If the content of this email is personal or unconnected with our business, we accept no liability or responsibility for it. This email is not intended to nor should it be taken to create any legal relations or contractual relationships. This email has originated from Aegis Customer Support Services (p) Ltd, Web Site: http://www.aegisglobal.com