Another Gateway Support fiasco

So my DVD/CD drive started acting up so I contacted Gateway support and we went back and forth with the troubleshooting.

Finally when every fix was exhausted they say my computer needs to be sent in for depot repair. Well I am in Iraq and I use my computer everyday so sending it in is not an option.

I explained this and the support rep came back and said this,

Response (Mohammed_GWSI357) - 05/09/2009 04:57 AM
Dear Josh,

Thank you for contacting Gateway. I’ll be happy to assist you with CD drive issue.

As per our records your system is under warranty and registered in our database.

I apologize for the inconvenience that you have been experienced.

If you are not able to send the computer for the depot repair, we will send the CD drive.

Please be advised that if you damage your system in any way while installing this part, that damage would not covered under the warranty and you would have to pay for any repairs required because of the damage. Also, we can't walk you through how to install the part once it arrives, so we need to be sure that you are capable of installing it when it arrives before I send it.

There are two modes for shipping the CD drive.

1. Prior return: Here you have to send the defective part first. As soon as we receive the defective part we will ship the new part to your shipping address.

2. Advance exchange: Here we will ship the new part. You have to return the defective part with in 7 days. If you fail to return we will charge from your credit card. For this option we need your credit card information.

Please let us know which method you prefer, so that we can do the needful.

Please note that the Service Request ID is *******.

For further clarifications please feel free to visit our web site: http://support.gateway.com/

Have a great day!

Respectfully,
Gateway Online Technical Support


Well when I contacted them back for the info on what I need to do this process they now say this,

Response (Jithu_GWSI683) 06/25/2009 12:18 PM
Dear Josh,

Thank you for contacting Gateway. I apologize for the inconvenience that you have experienced.

As per the serial number you have provided, your hardware is in warranty, also registered in our database.

Josh, I am really sorry to inform you that CD drive is not customer replaceable part. We can pull your notebook for depot repair. The estimated time to complete repairs are 7-10 business days once received in service depending on parts availability and service volumes. Component replacement costs associated with this repair will be covered, aside from exceptions outlined within our limited warranty (this would include damages caused by misuse, abuse, accidents, etc.) Examples of this includes cracked LCD, liquid spills etc.

I recommend for the depot repair.

I have updated case file regarding this issue and the SR ID is *******.
You can use the SR number as the reference number when you contact support for the next time.

For further clarifications please feel free to visit our web site http://support.gateway.com/

Thank you for contacting Gateway,
It's been a pleasure assisting you. Have a great day!

Respectfully,
Gateway Online Technical Support

Gateway, tell me one thing and now it's another.

 

Gateway is a bit hit or miss with customer service (here lately more miss than hit unfortunatly)

Your best be is honestly to just buy a new drive and replace it yourself. It will be relatively cheap, and take ALOT less time.

If you want to presue gateway about it then i suggest going straight to the higer level customer service and deal with them directly, it seems to make more of a difference.

Sorry about your troubles mate

 

I did replace it already, I have the broke drive sitting at my house in the states waiting to be swapped out.

How do I get a hold of the "higher" customer service?

And I did pay for the 3 year warranty so I shouldn't have to pay out of pocket for a new drive.

 

I went back and forth with Gateway support also. After they decided that my Express Card latch was broken, and needed to be sent to depot repair, I had lost faith in them by then, and decided to not repair the the broken latch. It's really a hassle to deal with them.

On the other hand, may be other manufacturers are no bettter. So take your poison.

 

Second rep is talking out of his rear end. DVD drives are user replaceable according to their support guidelines.

 

If its still warrenty then yeah i would make them send you a new drive. Especially is what iaTa says is true (dont have my manual with me).

I'm hunting down the number for you. Hopefully i will have it soon. I'll post back here when i get it.


EDIT:
Well apparently there is no longer a top teir phone number... the great reduction in service has struck again

 

Thanks for looking though.

 

no worries, thats why i'm here. It just irratates me that Gateway service has been so gimped lately. They've never been stellar, but man has it went down hill it seems

But thats why we have this forum... greatest laptop resource on the planet (sans actually giving people warrenty parts )

 

per thier own guide, 8512680.pdf, the DVD drive is user replacable..........

Edit, couldn't seem to find it on their site again so,

http://www.pcambrosia.com/Files/8512680.pdf