My acer computer is broken and under warranty?

Question

I recently got an acer desktop and the hard drive started making sounds after a while. So I went to acer for support and they told me to go to the fix my acer website. I did and put all my information in and they sent me this e-mail.

Service Request Number :


System Information
Serial Number :
Description : AM5640-E5511A CORE 2 QUAD Q6600/2GB*2/640GB/DUAL DVD DL/MC READER/USB KB & MOUSE/VISTA PREMIUM EN & FR W/ OFFICE TRIAL W/ WORKS
Warranty End Date : 08/06/2009


Your Information
Express Service Id :
Name :
Address :
Phone :
Email :


Problem Description
Problem Description : HDD-NOISY
: When I first bought it it was running smoothly but now the hard drive works a lot and makes noise. I don t think there is a problem with the hard drive but just a grinding sound that you get after you use the hard rive over the years. I just bought it so this shouldn t happen.


Shipping your Acer product to an Acer repair facility:


HARD DISK DRIVE BACKUP - COMPUTERS ONLY

Acer recommends that all passwords be removed and all data transferred from the hard disk drive to other media.
If the passwords are not removed from your system, they must be provided to prevent repair delays.

Acer will not be responsible for loss of data or reinstallation of customer installed software due to hard disk
drive replacement or reloading of Acer's original factory software.

HARD DISK DRIVE REPLACEMENT AND/OR REINSTALLATION OF FACTORY SOFTWARE - COMPUTERS ONLY

If the computer's hard disk drive is diagnosed to have damage or failure, Acer will install a replacement hard
disk drive.

If the original factory software is non-functional (corrupted), Acer will erase the hard disk drive and reinstall
the original factory software (operating system and utilities only). ALL DATA WILL BE NONRECOVERABLE!

PREPARING YOUR PRODUCT FOR SHIPMENT

If you would like to keep your original retail box, do not ship the product into service in this box.
When the product is returned it will be in a plain brown shipping box.

Acer recommends shipping the product to Acer in either its original package or packaging providing the product
with a degree of protection equivalent to that of the original packaging. Do not use Styrofoam popcorn or
peanuts!

PLEASE DO NOT SHIP MULTIPLE PRODUCTS IN THE SAME BOX!

Use 3 inch wide plastic packing tape or 3 inch wide reinforced water-activated paper tape to seal the box.

To prevent damages, do not use carrier mail packs or envelopes. Acer America will not provide additional
packing material.

Acer will not be responsible for any options (CDs, manuals, monitor bases, AC Adapters, power cords, etc.)
not returned from the repair center. Therefore, do not include any options unless instructed to do so by Acer
technical support.

If sending in an LCD monitor, the base must be removed prior to shipping.

PRODUCT SHIPPING INSTRUCTIONS

USE A TRACKABLE CARRIER ONLY. Make sure a copy of the airbill is kept, as this is the only proof of shipment.

Place your name, phone number, Service Reference number and unit serial number in the upper left corner of
the package.

Place the shipping label on the largest flat surface of the package.

Remove/cover all old labels if reusing packaging.

If you do not understand these instructions, please call Acer Service for clarification.

AGREEMENT

I understand that my product must be properly packed to prevent unnecessary damage, otherwise, I will be
responsible for all repair cost resulting from not following the above packing instructions.

For computers, I understand that the data on my hard disk drive must be saved if possible because it may be
necessary to replace or erase the hard disk drive and reload the original factory software at the depot.

For computers, I authorize Acer to remove all passwords, erase my hard disk drive and reload all the
original factory software, if the repair depot deems this necessary to restore the computer to its
original working condition.


I just want to get my hard drive to work. Is that too much to ask for. So basically I have to ship my whole unit, instead of just my hard drive. I have to pay shipping for a whole desktop and then they'll send me my computer when they feel like it. Plus they didn't provide and shipping info.

What am I supposed to do?

Answer 1

Send it back as they have asked, and wait for it to come back. Not sure what magic answer you are looking for, but nothing is perfect, things break. but they are going to fix it for you. Most likely they will reimburse you for the shipping if you ask as well.

Answer 2

Let me start by saying that I understand your frustration. Unfortunately today's market doesn't promote on-site service as a basic warranty on most manufacturer machines without raising prices. On the suggestion of removing the hard drive yourself, I would avoid that. Most manufacturers place seal tags on the computer chassis and it will most likely void your warranty if it is broken. I think this will frustrate you even further to have a new machine with no warranty. I would ship it back. A new hard drive at 640GB would cost you more than the shipping and then you would have to install the hdd and software yourself. Your call, good luck! Jimmy from Lakeside Data.....

Answer 3

Back the system up (preferred w/ Symantec Ghost) on an external source (external hard drive). Buy a new hard drive and replace it, then restore the image. I know it sounds like a raw deal, but it is either this OR pay an equivalent amt to them in shipping and be out a system for weeks.

Answer 4

Sounds like a crappy deal. I would just ship out the harddrive anyways, it'd be cheaper, but if your harddrive is working and just making a funny noise then they'll probably just send it back...