I think they use a 3rd party company for repairs who are obviously money and "performance" oriented hence the treatment.
Sorry, you've had bad experience, probably disgruntled employee. The Acer Spin 5 is at good price. Topcashback is offering 10% too. It's the only decent deal, too expensive Acer.
Sorry but I could never buy an Acer again after my experience. Screen went faulty under warranty but the warranty people accused me of breaking it! This was a few years ago but sounds they still have the same attitude