20 Feb 2008 08:33:04 PM "I cannot see the numbers on the keyboard due to the use of orange paint." was submitted by JohnC to the problem analysis engine.
20 Feb 2008 08:33:07 PM Connected to the server via Web Chat
20 Feb 2008 08:33:07 PM JohnC has been assigned to the Support queue.
20 Feb 2008 08:33:37 PM JohnC was added to the incident named JohnC by Russel_GWER9499
20 Feb 2008 08:33:37 PM Russel_GWER9499 created an incident named JohnC.
20 Feb 2008 08:33:43 PM Russel_GWER9499 says: Thank you for contacting technical support. My name and badge number are Russel_GWER9499. Please hold while I review your issue.
20 Feb 2008 08:34:16 PM Russel_GWER9499 says: Hi John.
20 Feb 2008 08:34:40 PM JohnC says: Hi there
20 Feb 2008 08:35:09 PM Russel_GWER9499 says: According to your submission and my data, the serial number for your P- Notebooks P-6831FX Gateway system is Pxxxxxxxxxx. Is this correct?
20 Feb 2008 08:35:18 PM JohnC says: I just got a 6831FX from Best Buy - great machine - my first Gateway after 5 Dell's, so thats something.
20 Feb 2008 08:35:21 PM JohnC says: Thats correct.
20 Feb 2008 08:35:54 PM Russel_GWER9499 says: Thank you for verifying your information. I see some opportunity here to enhance your computer experience. LetÂ’s resolve the issue first and then discuss these options.
20 Feb 2008 08:37:36 PM JohnC says: ok...
20 Feb 2008 08:37:57 PM Russel_GWER9499 says: What is your main concern John?
20 Feb 2008 08:38:24 PM JohnC says: Sorry, I thought that was in the prior form. I cannot see the #'s on the keyboard due to the use of orange paint.
20 Feb 2008 08:38:47 PM JohnC says: I work all day with numbers, and I know the numeric keypad is there, but I can't see the numbers at the top very well at all.
20 Feb 2008 08:39:21 PM JohnC says: It seems the P171 on your site has a very similar (if not identical) chassis and its keyboard seems much nicer.
20 Feb 2008 08:40:50 PM Russel_GWER9499 says: I apologize John however that was the only standard keyboard your system came with.
20 Feb 2008 08:41:42 PM JohnC says: Would it be possible to request a keyboard from the 171 Series? I can put it in, I'm an IT professional and have experience working on laptops
20 Feb 2008 08:45:15 PM Russel_GWER9499 says: I apologize however we do not have that kind of option.
20 Feb 2008 08:45:52 PM JohnC says: Good grief. This is nuts. I really like the computer, but the keyboard drives me crazy.
20 Feb 2008 08:46:06 PM JohnC says: Sales wouldn't sell me the part and said to try tech support.
20 Feb 2008 08:47:01 PM JohnC says: HP has an online parts department site that one can order any part one wishes from. Dell has a parts department that you can call to get any part you'd like. Do you not have something similar?
20 Feb 2008 08:47:14 PM JohnC says: I even have a part # from your site
20 Feb 2008 08:47:41 PM JohnC says: Part 8016828R from
20 Feb 2008 08:47:46 PM JohnC says:
http://support.gateway.com/s/Mobile/2008/Godzilla/2906006R/2906006Rcl4.shtml
20 Feb 2008 08:48:21 PM JohnC says: I guess I'll have to return the computer since I can't even get a $30 part.
20 Feb 2008 08:50:20 PM Russel_GWER9499 says: I understand how you must feel John.
20 Feb 2008 08:52:45 PM Russel_GWER9499 says: To save your chat log, please click on the "View Live Log" button at the bottom left side of the chat window. It will open a chat log window. Please use the option to "Save log to disk". Keep in mind you do not need a disk or cd. You can simply save the log to your system.
20 Feb 2008 08:53:20 PM Russel_GWER9499 says: That was the best that I can help you with regars to your issue.
20 Feb 2008 08:53:24 PM Russel_GWER9499 says: It was a pleasure working with you. My name and badge number are Russel_GWER9499. Thank you for using Gateway Remote Assistance and have a great day.
20 Feb 2008 08:53:37 PM JohnC says: Can you escalate me to someone else?
20 Feb 2008 08:53:57 PM JohnC says: I just can't believe no one will help me
20 Feb 2008 08:54:03 PM Russel_GWER9499 says: They would only tell you the same.
20 Feb 2008 08:54:53 PM Russel_GWER9499 says: For the is the only standard policy that we have regarding the keyboard or part replacement.
20 Feb 2008 08:55:21 PM JohnC says: Even if I pay for the part?
20 Feb 2008 08:55:48 PM JohnC says: I can order any part I want from other manufacturers if I pay for it - is there no way to from Gateway?
20 Feb 2008 08:56:14 PM Russel_GWER9499 says: Yes.
20 Feb 2008 08:57:59 PM Russel_GWER9499 says: Also please be infomred that the keyboard of P171 series was not identical.
20 Feb 2008 08:59:04 PM JohnC says: No? It sure looks like the same chassis - even so, if I wanted to pay for the part and take my chances (understanding no returns would be allowed) shouldn't I be able to do that?
20 Feb 2008 09:00:35 PM Russel_GWER9499 says: You will have to contact our customer service regarding the return information.
20 Feb 2008 09:01:17 PM Russel_GWER9499 says: For they are the one who can provide you all the informaiton that you need regarding the return policy.
20 Feb 2008 09:01:19 PM JohnC says: No, I'm saying I would gladly part for the part and take the risk myself, even I could not return the part.
20 Feb 2008 09:01:25 PM Russel_GWER9499 says: And procedure.20 Feb 2008 09:02:10 PM Russel_GWER9499 says: It was a pleasure working with you. My name and badge number are Russel_GWER9499. Thank you for using Gateway Remote Assistance and have a great day.
20 Feb 2008 09:02:11 PM Russel_GWER9499 says: Bye.