Awesome Gateway Waranty Support

My brother in law bought a Gateway laptop 5 months ago. Around 2 months ago the laptop died.
He played web-tag with the warranty support folks and sent it in for repair. When it came back the Wireless was not working and the battery would not charge. He played web tag again and had to send it in again. They replaced the motherboard and when it came back the volume/power control panel above the keyboard was not attached properly and not working. After another round of web-tag it is again with the repair folks. In all he has paid three times now to ship the laptop for warranty repair.

Dosen't Gateway(I guess Acer) have any quality controls on the repair folks? What are other people's experience with Gateway/Acer support?

 

I just sent mine down to their Texas repair location. We'll see how it goes.

Thanks for giving me nightmares =D

 

i had mine sent there too. turnaround time was about 2 weeks (im located in NY) and the support was great. had the mobo + HD replaced and now 6860 is kicking some serious @sS .

 

Thanks, that definitely makes me feel better.

 

Can you chose which location you send it to?

 

I've sent 2 laptops to the repair centre in Texas (a 6831 and a 7811). One required a new GPU / mobo due to screen corruption which came back with the exact same issue. That was a 3 week turn around. The other was my 6831 that I bricked through a bad BIOS flash. That came back with no heat pad between the heatsink and north/south bridge chip and a faulty GPU. That was a 5 week turn around!

Absolutely unreal. I think the place is run by monkeys.

 

Their tech support is among the worst I've experienced. And I'm pretty sure I'm about to experience their warranty support. Hope I have better luck than some have had (and better luck than I've had so far w/ their tech support).

 

Holy s**t, I just sent my laptop down there to replace my overheating HDD....I hope I don't get it back with a broken screen or something.

 

siht, I just send it to TX to repair a broken head phone jack, that was a BRAND NEW 7807! hope nothing would goes too wrong

 

I had to send my (new p-7801u) for the third time, this week been the third, because of a bad microphone. They just keep send it back to me with the same problem for some reason in hell that I don’t know of. I’m so disappoint of getting this laptop that you guys have no idea. :confused2:

 

Off topic but I actually had that same problem with my brand new 7801. A restart promptly fixed the issue.

 

A restart fixed a BROKEN headphone jack? Wow I knew the "turn it off and on again" fix normally works wonders but that's taking it to a whole new level

 

Lol man... I fear that im going to have to send my 7805 in for a reoccuring bsod... On top of that I emailed the tech support, and the guy kept giving me answers that, before hand, i told him i have already tried. After 3 rounds of blaming me for breaking it he told me to call tech support for more help, but i havent had the time yet. I sooo regret not getting the bestbuy warranty -_-... Man I dont want to wait a month for a laptop, just to wait another month having to send it back again!

 

i guess i was a lucky one with such short turnaround time and no probs with tech support. i just explained all the steps i've tried to get the "faulty GPU" to work and nothing ever worked. Then together with the laptop i sent a piece of paper on which i detailed again all the steps performed. Maybe that's why i had the mobo + HD replaced w/o any question. On the other hand after my laptop came back the keyboard looks a bit "wavey". Maybe it was put back in quick and it wasn't seated properly causing uneven surface of the keyboard. I'm gonna try to reseat it and if that doesn't help ill have to try to chat with tech if they can send me a new one so i can replace it myself. If im gonna have to send it in i guess i'll live with the keyboard as it is.

 

My brother-in-law's saga continues. The laptop is back. The turn-around-times are not that bad. Usually they send it back within 3-4 days(2 weeks including shipping back and forth).

Now as soon as you press the power button there is a BIOS POST error saying problem with the CPU fan - Please shut down the computer. How the hell can they send back the computer as fixed without even booting it once.

I personaly use HP Business(not a gamer so their configs are okay with me). For the rare times i have had to use warranty support(all online through their case manager) they have mailed a prepaid overnight label along with a box and have fixed relatively complicated issues(changing LCD inverter) within 24 hours and overnighted the laptop back to me.

I told him my brother-in-law to just keep sending back the laptop till they fix things and then sell it on ebay. The sucky thing is now my brother in law's laptop has been opened so many times the top panel is loose.

Another sucky thing is Gateway(owned by Acer) does not list their Technical support number on the website!!! You have to go through web-hoops before you can even talk to a real person(which you should even have to in the first place).

 

maybe the cpu fan wire is disconnected from the power. did u check that?. don't know where it is but could be under keyboard and that could be all you or ur BIL would have to do. i'd only send laptop to repair facility if i know the hardware is bad and MUST be replaced.

 

mines been gone since January, GATEWAY SUPPORT SUCKS

 

Considering it has been to support for 4 times I checked the CPU Fan. It is pretty easily accessible and seemed to be connected properly. I disconected and reconnected and still the problem persists.

The thing i am in dis-belief is how can the repair folks let a laptop leave without even booting up once?

 

As I said, monkeys.

narsnail - that's unreal, what is their reason?

 

It is 4 times the cham for my brother in law. Finally he seems to have a fully functioning laptop.

Buying an Acer or Gateway is like buying a sub-standard warrantyless laptop.

 

My experiance with Acer (which is also gateway) was actually really good coming from the Texas repair depot. My sisters acer had a cracked screen, and it was a very good fix...

The one problem being the phone and chat support suck, then again, the repair was a year or 2 ago, so it may have changed