Today is also the deadline to enter my give away. You can do so here.
Only one word describes my frustration with you folks right now and that is Unbelievable.
Customer service is more about the PRODUCT I bought and NOT about where I bought it.
If you won't honor a paid warranty through the seller of your products then why do you let them do it?
You asked me to supply you with all this information. I got it all for you showing that I had purchased the warranty and now you won't help me with one stupid question. You won't even give me any information on cost of call to your support people.
Again I give you the example of the great people at HP. The warranty had COMPLETELY expired 5 years previously on my HP media center computer when I had a hard drive failure. They helped me identify what the problem was, they gave me the cost option on the recovery discs. Sent me to websites so I could research different offers on new hard drives and didn't ask me for a dime. They didn't make me give them a receipt or show more documentation. They helped me.
THEN I MET THE PEOPLE AT GATEWAY. Sound very nice in the email but no help unless I pull out my wallet or go see someone else.
So, I go to computer trends, drop off the computer and then they send to you under the same warranty arrangements except maybe they pay?
Customer support is about taking care of the customer. I bought a Gateway, so I am a Gateway customer. Seeing as you don't want me to be a Gateway customer anymore, I am going to toss my Gateway computer and go buy an HP. At least I know that when I ask for help, HP will be there to help me and won't tell me to go back to the store where I bought it.
I was never very happy with this computer from the very beginning but you folks have now iced the cake.
I hope that this gets forwarded to the people who manage Gateway. I know I am going to tell as many people as possible not to buy your products.
Check out below - this is customer service. Ask a question get an answer all from your competition at HP. I spent about 200 bucks to fix the computer and I didn't have to run halfway across town to take it back to the store where I got it and at least someone gave me an idea of what was going on........even though I had NO WARRANTY.
Dear Mr. Hunter,
Thank you for contacting HP Total care. My name is Vance. I am from E-mail support team.
I understand from your email that you have performed PC Doctor test and got an error HD521-2W. Also, you would like to know about upgrading the hard drive in your computer.
Yes, you are correct. The error code HD521-2W is related to hard drive. It indicates that the hard drive is defective or the hard drive is about to fail. Please take a backup of your personal data as soon as possible from the hard drive if the computer is booting. You can purchase the hard drive from any local computer hardware store. You can upgrade the hard drive up to 700GB. The new hard drive should be a SATA (3.0 Gb/sec) hard drive and should be of 7200 rpm.
If you need further assistance, please reply to this message and we will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please visit our Web site at:
http://www.hp.com/go/totalcare
Sincerely,
Vance U
HP Total Care
----- Original Message -----
From: Gateway Support
Date: Wednesday, October 27, 2010 7:17 am
Subject: Hard drive was full. Windows attempted to do an update. Update reached stage 3 o... [Incident: 101021-000390]
To: Mr.Hunter @shaw.ca
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.
Thank you for allowing us to be of service to you.
To access your question from our support site, click the following link or paste it into your web browser.
http://gateway-us.custhelp.com/app/account/questions/detail/i_id/1451719
Subject
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Hard drive was full. Windows attempted to do an update. Update reached stage 3 o...
Discussion Thread
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Response (Sumesh Mathur) - 10/27/2010 06:17 AM
Dear Mr Hunter,
Thank you for contacting Gateway. I’ll be happy to assist you with this issue.
From your mail, I understand that you have a concern regarding updating system warranty.
I apologize for the inconvenience that you have experienced.
Mr. Hunter, we have received the fax 10/26/10 at 5:37pm, but it appears the extended warranty is through the reseller.You needs to contact reseller for assistance with the warranty.
Please make a note of the service request number: 1-748TQA
For further clarifications please feel free to visit our web site http://support.gateway.com/.
Thank you for contacting Gateway.
Have a great day!
Respectfully,
Gateway Online Technical Support
Response (Arun S K) - 10/25/2010 01:30 PM
Dear Mr. Hunter,
Thank you for contacting Gateway. I’ll be happy to assist you with this issue.
As per your serial number we verified that your product is out of warranty.
From what you have described, Mr. Hunter, I understand that you are experiencing issues related to Windows update and warranty.
I understand your concern. It can be quite frustrating when issues take longer to resolve. I will do my best to ensure that the problem is fixed.
Please be informed that the proof of purchase that you have provided has been exceeded the maximum attachment size. So please either resend the documents or please fax the document to the following number: 254-298-4231.
Also please include the following reference number while fax the document: 101021-000390
Please make a note of the SR(Service request) No mentioned below for further reference SR No: 1-748TQA
For further clarifications please feel free to visit our web site http://support.gateway.com/.
Thank you for contacting Gateway.
Have a great day!
Respectfully,
Gateway Online Technical Support
Customer (Mr. Hunter) - 10/25/2010 12:26 PM
Here is the POP and Proof of Warranty Purchase. Every computer comes with at least 1 year of warranty so this is the payment for my extended warranty.
----- Original Message -----
From: Gateway Support
Date: Sunday, October 24, 2010 2:26 pm
To: jhunter**** @shaw.ca
==================== image File Attachment ====================
Computer Trends Notebook Warranty.jpg, 487436 bytes, discarded: maximum attachment size exceeded
==================== image File Attachment ====================
Computer Trends Receipt.jpg, 401664 bytes, discarded: maximum
attachment size exceeded
Response (Rohith Mohan) - 10/24/2010 01:26 PM
Dear Mr. Hunter,
Thank you for contacting Gateway. I'll be happy to assist you.
From your e-mail I understand that you are experiencing issues related to Windows update and warranty.
I understand your concern. It can be quite frustrating when issues take longer to resolve. I will do my best to ensure that the problem is fixed.
After verifying the serial number we see that the product is out of warranty.
Please be informed that after receiving the proof of purchase we will be in a better position to update the warranty. Also be informed that 2 year notebook warranty includes one year manufacturing warranty and one year extended warranty.
Please note the Service Request Id: 1-748TQA
For further clarifications please feel free to visit our web site: http://support.gateway.com/
Thank you for contacting Gateway.
Have a great day!
Respectfully,
Gateway Online Technical Support
Customer (Mr. Hunter) - 10/24/2010 11:55 AM
I have found the original receipt and it appears that we purchased a 2 year extended warranty from Computer Trends for this.
I will scan the documentation from my work for this. I appoligize as the original purchase was actually boxing day of 2008 but we paid $229 dollars for the what is called a 2 yr notebook warranty.
----- Original Message -----
From: Gateway Support
Date: Thursday, October 21, 2010 7:25 pm
To: MrHunter @shaw.ca
Response (Rakesh Ramachandran) - 10/21/2010 06:25 PM
Dear Mr. Hunter,
Thank you for contacting Gateway. I'll be happy to assist you.
Having reviewed your email, I understand that you are experiencing an issue with windows update.
I apologize for the inconvenience.
In order to get the complete and full support for the product that you own, we recommend you to scan and attach the Proof of Purchase in order to validate the warranty.
You may scan any of these documents to validate your purchase:
- Original proof of purchase
- Email from the Reseller of order confirmation,
- Reprint of the receipt from the Retailer.
Please note that the scanned attachment should include the following.
- Name
- Phone number
- Address
- Serial number
- A short statement that the fax is for proof of purchase.
- All information should be typed or written in black or blue ink.
Mr. Hunter, please be informed that once you receive the call back from PFS, they will inform you the call rates and call plans.
Your service request number is: 1-748TQA
Please make a note of the Service Request number.
Please feel free to visit our web site http://support.gateway.com/
Thank you for contacting Gateway.
Have a great day.
Respectfully,
Gateway
Online Technical Support
Customer (Mr. Hunter) - 10/21/2010 05:40 PM
Hmm.....This must be the difference between Gateway and HP. HP for my other computer which is 5 years older than this one provided me free support for my hard drive problem.
Additionally this computer was purchased on Dec 26 of 2009. I can assume that the warranty is less than 1 year? Can you please provide me with the potential cost of your PAY for Service?
I would also like to ask what makes you believe this is a hard drive problem? It could also be a potential software issue with microsoft and it's update. The links you sent were not very helpful unless I plan on doing a hard drive swap for a computer I don't even own. Some more help would be greatly appreciated with some information about what this is going to cost?
----- Original Message -----
From: Gateway Support
Date: Wednesday, October 20, 2010 8:07 pm
To: Mr.Hunter @shaw.ca
Response (Remya R.) - 10/20/2010 07:07 PM
Dear Mr. Hunter,
Thank you for contacting Gateway. I apologize for the inconvenience that you have experienced.
I understand that you are experiencing an issue with hard drive.After verifying serial Number p247c61001038 we see that your product is out of warranty.
Please click on the below link and follow the troubleshooting steps:
http://support.gateway.com/s/Checklists/BPC/ck2007032859.shtml
If the issue not resolved, you may contact PFS:
I know at times it is easier to have someone actually walk you through it giving you a tutorial, along with actually doing the trouble shooting through a Remote Tool if possible, would you like to know more about that?
In order to assist you with the best possible solution we have a dedicated team called Pay for support who are specialists in providing resolution on this issue.
With your permission can I go ahead and setup a callback for you. The specialist from Pay for support team would contact you and give more details.
For Setting up a callback can I have the below details.
- Telephone Number:
- Alternate telephone number:
- Best time to call with time zone:
Another option is you may contact a local technician.For further clarifications please feel free to visit our web site: http://www.support.gateway.com/
Thank you for contacting Gateway.
Have a great day!
Respectfully,
Gateway Online Technical Support
Auto-Response - 10/20/2010 05:58 PM
Title: Troubleshooting Bluetooth Detection & Connectivity in Windows XP
Link: http://gateway-us.custhelp.com/app/answers/detail/a_id/3213
Title: How do I replace the hard drive on my Gateway M460 notebook?
Link: http://gateway-us.custhelp.com/app/answers/detail/a_id/2344
Title: What is Bluetooth?
Link: http://gateway-us.custhelp.com/app/answers/detail/a_id/2233
Title: How do I maintain and store my notebook battery?
Link: http://gateway-us.custhelp.com/app/answers/detail/a_id/2384
Title: When replacing a hard drive is there anyway to keep the
built-in eRecovery functions?
Link: http://gateway-us.custhelp.com/app/answers/detail/a_id/369
Customer (Mr. Hunter) - 10/20/2010 05:58 PM
Hard drive was full. Windows attempted to do an update. Update reached stage 3 of 3 but won't complete update. Computer just keeps rebooting over and over again. There is no way to stop it. Shut it off, turn back on and goes back to 3 stage of update, runs for a minute and then shuts down and restarts. It has been doing this for over 24 hours now. Do you folks know what is going on? Is this because the hard drive is full and it can't save and support the update? How do I fix this? Am i going to need recovery discs for this?
Question Reference #101021-000390
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Escalation Level: First Critical
Product Level 1: Notebook
Product Level 2: P Series
Product Level 3: P-68
Category Level 1: Malfunctioning
Category Level 2: At system start-up
Date Created: 10/20/2010 05:58 PM
Last Updated: 10/27/2010 06:17 AM
Status: Solved
Serial Number:
Operating System: Windows Vista
Model Number
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Serial Number
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p247c61001038
Model
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[---001:008588:54207---]
Time to get a Mac.
ReplyDeleteI only use Mac now so I never again have to deal with Dell or Microsoft ever again. I feel your pain. Been there , done that!!!
ReplyDelete