At first we thought we got a good deal from this laptop. We bought the Acer Extensa 5420 from Best Buy back in December 2007. Abby has been complaining about frequent restarts and freezing. At first, I just told her it was Windows and to get used to it. Right after the manufacturer warrant expired (1 year later), Windows crashed. I didn’t create a restore CD either. I was used to having it come with a restore CD. Now I had to pay $30 to Acer to order the restore CD. I got the restore CD and tried to restore the OS. All I keep getting was a black screen. I Google’d Acer 5420 black screen and found many people experiencing the same problem.
Luckily I bought the Best Buy warranty. I took it to one close to my work. They kept it for a few weeks and told me that there wasn’t anything wrong with the hardware and for $150 they can restore the OS. I laughed and said why would I pay for an OS restore when I bought a warranty? Besides, it isn’t hard to restore an OS if the device was working properly. It turns out, the warranty covers only hardware failure. I took it home and messed with it more.
It looked like they took the hard drive out and put it in an enclosure. Since the hard drive was accessible, there was nothing wrong with it – F-ING NOOBS! I thought. So I tried more things:
- installed other OS (XP Pro, Ubuntu, Vista Business, restore CD)
- used USB flash drive to try and install Ubuntu
- used USB DVDRW to try and install XP Pro, Ubuntu, Vista Business, and restore CD
All failed and was left with a black screen. I even left it for about half a day on that black screen thinking it was just taking a long time – nothing. So I took it to another Best Buy and told them what happened. They were going to charge me $130 for an “extensive diagnostic”. I told them I’m not going to pay for that because I bought a warranty and whatever they were going to do during that diagnostic, I’ve already done it. The Geek Squad guy was more patient and I explained to him what I did and we ran through some things. He eventually sent it to their service facility. A couple of weeks later I get a call that my laptop was authorized for a “junk out”. They will replace it with another laptop with similar specs as the broken one.
I told them that I had already bought a replacement so I don’t need another laptop. The manager was cool enough to give me credit for the laptop’s price and I in turn got my 80GB PS3. I asked the Geek Squad what notes did the repair facility have about the laptop. He said that it would cost more for them to repair that’s why they are “junking” my laptop. He said more than likely it’s motherboard related.
- Read the Best Buy warranty. They only cover hardware for the most part. If your OS is Windows, expect it to crash but don’t expect your warranty will cover it.
- Acer laptops are garbage.
- If one Best Buy won’t help you, another one will. There are many locations around.