Friday, November 18, 2005

Finally, some good news.

Yesterday, another Gateway Executive Response Team member called in response to the complaint I had filed with Consumer Affairs. She basically said that since the computer was currently operational, there wasn't a lot she could do. She said that if the next hard drive failure happens within a "reasonable amount of time, say within a year" that I should call her directly and that she'd authorize a replacement system. Finally, a solution that is fair and reasonable to both parties.

11 Comments:

At 9:02 AM, Blogger Arguyle said...

Did you by chance get a phone number to the "executive ripoff team"? I have gotten to the first reply from one of their members named Brian Lowe about my monitor problems, but he says I cannot be helped. I would like to give them a call.

 
At 9:51 PM, Blogger David Pendergrass said...

My condolences to you for the shit you have had to endure. After reading many posts on several sites about Gateway, I have to conclude that Gateway is no longer the company it used to be. I have a Gateway desktop that I bought in 1999. It still works great, and have never had a single problem. I am guessing that the quality of the parts used back then was completely different, not to mention the non support of tech support. I have decided to go with Dell for a laptop.

David

 
At 11:51 AM, Blogger oscar said...

i have to say that you have been very patient with gateway. After two weeks of recieving a faulty laptop and not get any actions done by support, I complained to Gateway. I have gone through numerous calls and sent a certified letter to corporate. my letter did not get a response, but my email to the attorney general did get a response by ERT team. Strangely the Execute Team is not located in south dakota but in Utah. ERTs response was my only option is to work with techncial support. No apologizes or i look into what the problem was.

 
At 2:03 PM, Blogger ald565 said...

Remember Gateway said that you could turn in your old technology and apply it to new? I tried to do that years ago and the tech on the phone said "we really hoped no one remembered that advertising scheme". They really think they are winners with their moronic "cow boxes".

I actually had a similar problem. Best Buy, where I purchased my notebook, got me a replacement when my Gateway notebook died in under 14 days of purchase. However, they told me that the 14 day return policy would not apply to the replacement and if that died, I was stuck! They said the 14 days applied to the date of original purchase, not the date of receipt of the replacement.

So this replacement notebook is now 16 mos old, a 6020 GX, and it is dead also. Needs a new motherboard. Gateway will not replace it. They said the warranty for motherboards is 90 days. It used to be about 2 years.

Gateway was ruined by the merger with Emachines. They really are only good for designing a computer "box" that you can fill with non-Gateway parts. I really am looking forward to their demise, as well as Best Buy's.

 
At 7:10 PM, Blogger Zach said...

Thanks for your blog please visit and link to mine!

http://dontbuygateway.blogspot.com/

 
At 2:25 PM, Blogger bob said...

what is the address that you sent the letter to? i need to send them a letter about stealing stuff off my laptop

 
At 7:00 PM, Blogger todd said...

I found your blog by accident, however I have something to add to it
I also have a gateway emachine horror story here I got my computer about this time last year, well on day 3 it started having pxe errors and was difficult to boot however it would on the 3-4 attempt. I bought the computer at best buy so I called them they explained to me that since I had bought and opened the computer and did not buy an extended warrantee I needed to speak with emachines I also was not given a restore disk and there was no HPA on the drive to store the backup files. I went through 8 months of turmoil with emachines (which is owned by gateway and uses their customer support center.) I got the run around by them only one of my dual core processors was working tech support sent me a web page telling me how to burn the restore cd off the drive I did not have. When I told them that there was no way for me to burn the cd that it was not installed on my drive they accused me of deleting it, I asked for the restore cd that was supposed to have came with it they informed they would have one sent to me for $20 and asked for my credit card number. (this happened within 90 days of purchase)
they also provided me with a driver file which was supposed to fix my issue. not only did it not fix the issue it made things worse. After 8 months, I got them after numerous threats to get them to take into their repair center ( I will not put the total list of everything that was wrong with it when I sent it into them 18 things) 8 days after I sent it in I got a computer back (keyword being A) the power source pulls down badly (or should I say did) when I plugged it in, it had an pxe error the cd would not work so I could not copy my files back on to the computer. It ran less than 2 hours when 2 loud beeps came from the internal speaker and the screen went black, now it will not boot up at all. I then looked at the computer and went to customer support well upon investigation the serial numbers of the computer I sent in and the one I had did not match. The computer I sent them who knows where and I do not know whose computer I have. They said the issue would be escalated and that I would hear from them no later than this past Thursday well I have not heard from them. I contacted tech support yet again, who hung up on me twice and then refused to allow me to speak to a supervisor; they are supposed to take it back to their repair center one day next week. I explained to tech support that I did not want this computer here that I would sent it back and they could either give me my computer back, replace it with a new one, or refund my money.(none of which they are willing to do. I plan to contact the state attorney and the consumer protection tomorrow (Monday) about this issue I will leave off with this statement you were wise for not sending your system in the chances of getting YOUR system back from what I have seen is poor. Also as a tip it is their responsibility to pay the shipping they should have sent you a box postage paid both ways to ship the system. (I did get that much out of them after speaking with local officials about this problem.)

 
At 7:30 AM, Blogger Rikki said...

I also have had several problems with my laptop from a bad hard drive just after having it for a couple of days to the power cord,my computer has been turned in several times for the same thing this laptop gets so hot that it caused me to get a burn on my leg it has melted into the computer and started making the computer smoke.Today I am out of warranty and of course they want to charge me for there bullshit help, well I have to say today is 11/3/08 and I'm on the phone with them and have told them that there are a lot of people with this same exact problems as I have and we can and will file a class action suit against them and low and behold he is not trying to make me pay for his so called services as of yet.OMG he is now given me a 1-800-229-1103 to call I am requesting that they give me a print out of every time i have had to call in or have my computer serviced.....he has put me on hold to see if he can do that so now I'm waiting OMG I'm am fricken pist he said there is no way of getting that information its all internal...How convent

 
At 12:48 AM, Blogger ETM said...

I'm going through my little ordeal after buying my cancer stricken mother a new desktop. I have a system that will not output video though the system boots. The only way to get video to work, is disconnect the Gateway monitor and re-seat the eletrical cable.

I'm pretty technical and I've built a 100 machines and I've worked for another computer manufacturer a long time ago. I know how to talk to technical support and I know when I am being BS.

The first tech turned off the system error logging. Told me that would fix it. Beside from almost laughing, I did this. Of course this did not work.

I've had other techs play around with various timing settings with the power up routines.

After about 15 phones calls ( and note, I had gone through and reset the BIOS settings and attempted several times to change power settings. At one point, I completely turned off power saving features both in the BIOS and the machine, and this did not fix the problem. Ergo, I'm fairly confident this is a motherboard bios issue with the embedded video card. )

What peeves me was I finally got to 2nd level tech and he sent me a set of DVD restore disks because I had all ready attempted to re-image the software from the disks I made and that failed. The DVD restore disk also failed. The kicker was the stupid thing failed because it ran out of room on the separate partition Gateway installed on the hard drive.

During the course of my troubleshooting, I've replaced the HDMI cable with an analog cable to rule out an issue with the HDMI settings on the monitor. I've also installed the latest monitor software and reset the configuration on the monitor.

Now they want me to pay to send it back to them to be fixed. I'm ticked off because first I have to pay to send it off. Sounds like from what I'm reading here, even sending the system off to Gateway will result in not seeing the unit for several weeks.

I'll be talking to Best Buy too this week. Someone is getting a boot up their a$$.

 
At 12:49 AM, Blogger ETM said...

I'm going through my little ordeal after buying my cancer stricken mother a new desktop. I have a system that will not output video though the system boots. The only way to get video to work, is disconnect the Gateway monitor and re-seat the eletrical cable.

I'm pretty technical and I've built a 100 machines and I've worked for another computer manufacturer a long time ago. I know how to talk to technical support and I know when I am being BS.

The first tech turned off the system error logging. Told me that would fix it. Beside from almost laughing, I did this. Of course this did not work.

I've had other techs play around with various timing settings with the power up routines.

After about 15 phones calls ( and note, I had gone through and reset the BIOS settings and attempted several times to change power settings. At one point, I completely turned off power saving features both in the BIOS and the machine, and this did not fix the problem. Ergo, I'm fairly confident this is a motherboard bios issue with the embedded video card. )

What peeves me was I finally got to 2nd level tech and he sent me a set of DVD restore disks because I had all ready attempted to re-image the software from the disks I made and that failed. The DVD restore disk also failed. The kicker was the stupid thing failed because it ran out of room on the separate partition Gateway installed on the hard drive.

During the course of my troubleshooting, I've replaced the HDMI cable with an analog cable to rule out an issue with the HDMI settings on the monitor. I've also installed the latest monitor software and reset the configuration on the monitor.

Now they want me to pay to send it back to them to be fixed. I'm ticked off because first I have to pay to send it off. Sounds like from what I'm reading here, even sending the system off to Gateway will result in not seeing the unit for several weeks.

I'll be talking to Best Buy too this week. Someone is getting a boot up their a$$.

 
At 11:26 PM, Blogger altered said...

Wow, I really, really wish that I had discovered this blog before I bought a Gateway computer...

Apparently, the service has NOT gotten better since your incidents.

if anything, it's gotten worse:

http://justanotherwesternblog.blogspot.com/2009/11/gateway-sucks.html

 

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