An Acer Predator Helios Neo 16S AI owner has reported a failed warranty repair in which a technician allegedly mishandled the laptop's thermal materials, leaving its processor overheating at 105°C.
The incident came to attention after the customer shared their experience online, describing how an attempt to resolve persistent thermal throttling resulted in improper liquid metal application and an overlooked CPU.
According to the account, the technician used a knife to apply thermal paste and initially forgot to replace the processor's thermal compound.
The laptop reportedly continued experiencing the same overheating problems after servicing.
Acer Predator Helios Neo 16S AI Continues Overheating After Repair
The affected laptop features an Intel Core Ultra 7 255HX processor and an Nvidia GeForce RTX 5060 graphics card.
Before the repair, the owner reported CPU temperatures reaching 105°C, while the GPU reached approximately 87°C.
The customer claimed that Acer's warranty support took around a month to respond and that action followed a formal complaint submitted through India's National Consumer Helpline.
When the technician arrived, the repair reportedly encountered problems almost immediately.
According to the owner, the technician contacted a supervisor to ask whether instructional material was available for applying liquid metal.
After removing the original thermal material, the technician allegedly placed two drops of liquid metal directly onto the GPU without spreading it evenly before attempting to reinstall the heatsink.
The owner then asked whether the CPU's thermal compound had been replaced.
The technician reportedly realized that this step had been missed, removed the heatsink again and applied an unbranded thermal paste using a knife.
These allegations are based on the customer's account and have not been independently verified.
Incorrect Thermal Material Application Can Damage Laptop Components
Liquid metal requires careful handling because it conducts electricity and can damage nearby components if it escapes the intended contact area.
Poor application can also produce uneven thermal contact, reducing cooling efficiency.
The reported repair failed to resolve the overheating, with CPU and GPU temperatures remaining at approximately 105°C and 87°C.
The incident raises questions about technician training and servicing procedures for gaming laptops using specialized thermal materials.
One possible alternative is PTM7950, a phase change thermal interface material that is generally easier to handle because it is not electrically conductive.
However, switching thermal materials does not guarantee improved cooling, particularly when a laptop has other problems involving mounting pressure, fans or heatsink contact.
For owners experiencing similar issues, documenting temperatures before and after authorized servicing can help establish whether a repair has been successful.
Acer has not provided a publicly confirmed resolution to this particular complaint.
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