ACER RMA stuff up

Forums › Gaming › ACER RMA stuff up

mimixyy

13 posts

Geek

#228929 30-Jan-2018 18:52

Hi everyone,

I feel like I am all out of options, and getting frustrated and desperate. I am hoping that one of you might be able to help, or know of someone.

I bought an Acer Predator 17 G9-793-71YU gaming laptop a year ago. I noticed a dead pixel within a week and contacted Acer about it straight away. However they didn't get back to me within the dead on arrival period, so they refused to swap. The store I bought it from was involved, and they are a party in this. However I won't name them yet.

Anyway, the laptop went in for RMA to replace the faulty panel. I got it back, much to my dismay it was replaced by a worse panel. Not more broken "worse", but specs were worse.

For a fact I know I had a 75hz panel, because I clearly remember being surprised and impressed (surprised because the specs aren't listed online, so it was a pleasant surprise when I got 75 when I expected the standard 60. Which is why I am in this predicament. Read further and you will understand hehe) that the laptop could be set to 75hz, and I remember being surprised by how much smoother it felt compared to 60hz, despite it being only a 15hz difference.

I also noticed the brightness seemed lower on the new panel, but I don't know what I can put that down to. Maybe type of panel, IPS vs TN.

I don't have the laptop with me right now, it is in another city from me with the people who sold it to me. They got it back from Acer again (I sent it for a second RMA so they can replace the new panel they put in it with the correct model. They did not do that, they just sent it back saying it already has the correct panel).

I told the store not to send it to me, I don't want it back until the correct panel is in it.

The reason I am here is this, I am hoping that someone out there has the exact same model as me:

G9-793-71YU

There are quite a few variances of the G9-793- or G9-793-71 out there. It has to be exactly the G9-793-71YU if I am going to prove anything. Then I need a screenshot of the refresh rate in the graphics settings, as long as it is still the original panel also in the laptop, and hasn't been sent away for RMA as well.

If the screenshot comes back as 60hz, then I need to see a doctor.

Maybe there is some expert guru out there that knows these Acer Predator laptops inside out, and can give me advice or what next steps to take.

1 | 2

13 posts

Geek

#1948820 30-Jan-2018 18:55

A couple examples of Acer replacing with wrong panels

https://community.acer.com/en/discussion/comment/550238#Comment_550238

https://community.acer.com/en/discussion/528795/g9-793-79v5-panel-screen-specs-concerns-please-help

Wise

Send money globally for less with Wise - one free transfer up to NZ$900 (affiliate link).

CYaBro

4533 posts

Uber Geek

ID Verified

Trusted

#1948860 30-Jan-2018 21:00

Tricky one but I'd say if the 75Hz isn't listed in the specifications that you originally made your buying decision on, and have a copy of that, then Acer haven't done anything wrong by replacing with a 60Hz panel.

You even said yourself that you were suprised by getting the 75Hz panel.

What may have happened at the time your laptop was built, was that there were no 60Hz panels available so a 75Hz one was used instead.

Now that you need a replacement there are 60Hz panels available so that's what was used, as that is what your laptop is supposed to have.

I'm sure if it was meant to come with a 75Hz panel then some sort of marketing blurb would have gone along with that, to show the point of difference to buyers.

Opinions are my own and not the views of my employer.

mimixyy

13 posts

Geek

#1948868 30-Jan-2018 21:17

Fair points. However to clarify my “surprise”.
I was surprised because the laptop specs doesn’t show the refresh rate. No where on any website does it give those specs. Not on the Acer website, no where. It literally doesn’t say 60hz or 75hz. It just says FHD IPS LCD.
So I just assumed it would be the standard 60hz panel.

When the vendor spoke to Acer, they said the new panel is the same as the original which was replaced.
When I called Acer they said only this one panel fits this model.
When I read reviews I see reviews of 75hz panels (amazon).

It doesn’t add up. If there is only one panel that fits the laptop; then how did I originally have a 75hz panel?
When I ask them what are the specs of this laptop out of the factory, they can’t tell me. They actually don’t know the panel specs. I’m not even exaggerating. I should probably speak to someone beyond their call centre.
I currently have a ticket with them to get back to me with the S/N of the panel that they removed. They should have this info for auditing purposes.

The product I bought was 75hz, and it wasn’t specified otherwise anywhere else, not on my receipts, not in their own documentation etc.
Am I entitled to receive the same product back from them or are they allowed to change it to the spec they choose?

It’s hairy and I don’t like it. That’s why if I could get a hold of someone with the same model, it will put my mind at peace.

mattwnz

20045 posts

Uber Geek

#1948871 30-Jan-2018 21:33

If the reviews say a 75 hz panel, and I assume you read the reviews before hand, then wouldn't you have expected it to have the 75 hz panel? Often a lot of the technical details for products aren't specified. It takes people who write reviews, to specify exactly what they have when they do a breakdown.

Call centre staff only know as much info as is in their database. You need to escalate or get your retailer to do the leg work.

mimixyy

13 posts

Geek

#1948878 30-Jan-2018 21:45

I didn’t read reviews initially. I read the websites listing specs as I said. There are a few. Pbtech, computer lounge, playtech and others all have listings of the exact laptop, but no mention of refresh rate. I couldn’t find the specs on any website so I assumed it was going to be 60. It turned out to be 75 to my surprise.

Once I got the 60 back from RMA though, that’s when I started looking everywhere to find some evidence to show them they got it wrong. Hence why I am here looking for someone with this model laptop so I have something more concrete.

P.S. if you don’t believe me when I say the specs weren’t listed anywhere. Google the model of the laptop and see if you can find a store selling it with the refresh rate also listed, even a historical listing. You’d be doing me a favour, I can then take that to Acer.

geocom

593 posts

Ultimate Geek

Subscriber

#1948884 30-Jan-2018 21:57

I had a very similar story with Acer My Predator developed a back light fault after a month+ maybe 2 months I finally got the laptop back only to find that they had also put the wrong panel in. The one I sent in had g-sync, the one that came back did not.

I feel for you. The situation sucks and Acer repairs are worse than hopeless. The fact it took so long was ridiculous the fact they supplied the wrong part swore me off ever buying another Acer laptop again.

Can you download HWiNFO onto it and put up the display info info pannel onto here.

Geoff E

mimixyy

13 posts

Geek

#1948886 30-Jan-2018 22:04

Glad to hear I am not alone. I have taken the same oath. I will never touch Acer again.

The laptop is with the vendor who sold it to me. But I will ask them to run that test yes, good point. Will post once I have the info back from the test.

mattwnz

20045 posts

Uber Geek

#1948908 31-Jan-2018 00:19

I guess the store has to come up with a solution for you. Are they denying that it originally had the 75Hz screen in it, and that you are lying? If other reviews state it has a 75hz screen, then they cn't do that. If it doesn't list the refresh rate of the screen in it, and the one you purchased had a 75hz screen, then IMO you should expect the replacement screen to have the same spec. I am trying to think of an example. I guess it is like a company now advertising the screen technology of an LCD screen, eg a monitor being IPS, but it not stating this, you could only know what the screen looks like by looking at a shop floor model. Then when they replace the the panel, they replace it with a lower quality TN panel. Still meets the specs because they don't specify the type of LCD panel, but it is not what you originally purchased. IANAL, but I would get the retailer to sort it out as they have to come up with a solution, if the replacement panel is not the same type as panel you purchased. I had a LCD screen repaired, and they replaced it, and provided a better screen, so I was happy. But if it was the other way around, and they downgraded the screen, I wouldn't be happy.

mimixyy

13 posts

Geek

#1967638 3-Mar-2018 20:14

Well, here I am again. Store was completely unhelpful. They wanted me to prove what panel I had before I sent it back to replace dead pixels under RMA. So the laptop is now back with me.

I ran HWINFO.

Not sure if it is meant to show it as ComfyView panel instead, because that is what ACER claims to have installed.

Their receipt shows IPS FHD ComfyView. HWINFO shows something else I think? What can you guys tell me from the HWINFO

I have uploaded a screenshot if the HWINFO page.

I have attached the receipt of replacement LCD from ACER.

Here is the link to the info on the panel when I google the details from HWINFO: http://www.panelook.com/B173HW01%20V0_AUO_17.3_LCM_overview_734.html

geocom

593 posts

Ultimate Geek

Subscriber

#1967644 3-Mar-2018 20:38

Well that's a surprise. I had the exact same model and the exact same panel put into mine during an RMA.

Take a look in Nvidia Control Panel. I have a sneaking suspicion that g-sync will be missing. If so that's your flaming bullet.

Geoff E

mimixyy

13 posts

Geek

#1967645 3-Mar-2018 20:42

This is my Control Panel

geocom

593 posts

Ultimate Geek

Subscriber

#1967646 3-Mar-2018 20:46

There is your bullet. Acer pulled the exact same trick on me. Why am I not surprised.

In Display there should be an option for set up G-Sync on your screen shot it's missing. That was how found out that Acer had pulled a quick one

Geoff E

mimixyy

13 posts

Geek

#1967649 3-Mar-2018 20:53

What did you do after you found out? Did you contact Acer directly or go through people who you bought the laptop from?

This is a nightmare for me logistically. I spent 11 months overseas last year, and I currently overseas again.

geocom

593 posts

Ultimate Geek

Subscriber

#1967652 3-Mar-2018 21:05

I went back to the the store I brought it from and told them what was wrong with that panel(after all g-sync is plastered all over the box its a bit hard to ignore) that I had enough of this, Acer were wasting my time and supplying substandard parts and would like to return it and get a new laptop. They where willing to oblige.

So i got rid of it and brought a Asus ROG Laptop.

If after all that the store is unwilling to do anything take them to the disputes tribunal I would find it very unlike they would not find in your favor and I doubt the store would want to bother trying to defend this rather obvious case.

Geoff E

mimixyy

13 posts

Geek

#1967653 3-Mar-2018 21:09

Thanks, I will see if they will do the same for me by helping me get rid of the Acer nonsense.

Would also love to go with trusty Asus, even if it costs me a bit more.

Will definitely go down the disputes tribunal path if I don't get what I paid for at least.

Thanks so much for your help :)

1 | 2