Problems? See this thread at archive.org.
EDIT: Maybe it was good timing, or maybe Gateway heard the cries for support of their products.. But the issue in this thread has been resolved. Coincidentaly the Tech I had been dealing with Emailed me the 9c.08.00 BIOS a couple days after this thread began.. I'd like to thank all of you who helped get the point across to Gateway..Thanks for your support. And Gateway, thank you for listening. The link to the new BIOSes for the 7811FX can be found here:
http://forum.notebookreview.com/showthread.php?t=303626
We Must Not Only Stand Up, But We Must Speak Out!Thank you all for your time, and your concern in resolving this matter. Let The P -7811 FX Revolution Begin!
This is our chance to make our vioce heard. As most of you know, Gateway has released a new BIOS version 9c.08.00, which enables RAID and seems to me a more stable BIOS than the original 9c.05.00. Gateway early adopters, who are out of their 14-day return/exchange period are obviously frustrated that their computers are left straggling behind. They have been intermintently hindered by issues such as BSODs, driver incompatibilities, ACPI errors, higher than normal temperatures(questionable), and one of the most common complaints is RAID.. or, the lack thereof. All other P-Series laptops from Gateway offer RAID in the BIOS. Until the new batches of 7811's began rolling out a week or so ago, the 7811FX was the only rig left out of the group. Well, my friends..my family.. I have been one of those fortunate few that was able to exchange for the new 9c.08.00 enabled 7811FX. And I'm here to tell you..it DOES have RAID! It has NOT had a single BSOD! The Windows Performance Log is NOT filled with annoying and pointless errors! The cooling is equal, if not BETTER than before!
It is our time! It is our chance! This is our opportunity to come together as one! I have personally lived through the struggles, dug into the trenches, and fought the 9c.05.00 BIOS one on one. Those of you who have experienced the same obstacles, the same challenges.. We all know how you feel!
It is time that Gateway hears our singular voice! We will not be told that BIOSes are a danger any longer! We won't be pushed aside, while the Chat Tech On-line sips his Dr. Pepper, and eats his Pringles..pondering which semi-auto response to provide! Maybe the "USA Support Team" is the problem, they're too American(lazy?).
Here is How We Can and Will Be Heard:
By Phone!
+1 (408) 273-0808 - US Support Center
-This is my preferred method of contact. Ask for a level 2 technician, and explain to him why you can't use the online BIOS that is incompatible with your system. How it is not the supported version, because 94.28 was originally released back in December 2007. That is before the Montevina/Contiga Chipset was even available, in July 2008. BIOSes are chipset specific, and the Santa Rosa Flash is surely not compatible with the Montevina Chipset.
And when they ask why you'd like to flash your BIOS, confidently explain that you invested your hard earned money based on RAID being advertised as a supported feature. Side note: The new BIOS is already being shipped with the latest rigs..how much effort could it be for them to post it on the website?
You get the picture.. but kill 'em with kindness! No need to be rude! And make sure you get your Service Request Number, in order to follow-up on your inquiry!
Contact Via Live Online Chat:
https://support.gateway.com/support/copilot/chat_share.shtml
-This is not the greatest method, but in my opinion better than Email, and follows the live phone call. They can conveniently forget about you when doin the OnLine Chat.. "Hey, uhh.. Mark, pass me another Snicker's bar.. and a Coke. This guy over here has a *real* problem". While these technicians are not as skilled to handle the same questions as the Level-2 techs via phone..they are definately there to take feedback and if enough is provided, then once again.. Gateway will Hear Our Voice!
Contact Via Email:
http://support.gateway.com/support/ask_gateway.asp
-Via the Website you can fill in a form which will send your request for assistance to the technicians. They will make their best efforts to respond within 6 hours to your email address you provide. Immediately you will receive an automated Email informing you the request has been received. Just remember, keep it simple..to the point, and be pleasent! No one likes helping rude people. But most people have a soft spot for the Bambi routine..a sincere person in distress.
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[email protected]
-I haven't personally sent an email to them via this method.. But I'd imagine it would go into a rotation to be distributed to the available techs.
Contact Via Snail Mail:
Corporate Headquarters
Gateway, Inc.
7565 Irvine Center Drive
Irvine, CA 92618
-Have free time to spare? Do you enjoy licking stamps? Or, just prefer the personal touch of sending a formal letter? Here's the HQ Address to fulfill your desires! Threatening with lawsuits, embarassment, or harassment is not recommended.
Now, I've taken a small bit of time from my day..to provide us all with quick and easy access to let Gateway know that this is not a single issue. That this is not a random issue. We must let Gateway know what it's customers need. And all we are asking for in the end, is good customer service.
Pulled this quote from another thread, and it should say it all..
This is what we deserve. This is what we paid for. We have all spent our personal time, away from our families.. away from friends.. that is a cost that can't be re-couped. We have mulled over how to resolve issues that should never have existed. Mistakes happen, yes. But, the best way to resolve a mistake is to apologize and correct your actions, Gateway. I ask a simple favor of all of you, of all of us.. Please, take the 10-15 minutes out of your day to contact Gateway so that this can all be put behind us. So that you can return to enjoying your beautiful new computer, with no worries of what you'll have to fix next. This is our right as consumers, and Gateway's responsibility as a reputable vendor.
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Serious business
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Looks like i cant edit the poll. But, I'd rather keep it stream-lined.. Those 2 options shouldn't have any bearing on the BIOS. So, no one be mislead by that resolution! It's always the last ditch effort the unexperienced techs resort to.
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I keep flopping back and forth from Feeling bad for you guys to laughing at the situation.
It does suck that your getting ripped on RAID. I know its not a money thing (as raid is actually free) but it is the point of the matter of feeling cheated in the purchase.
With all of the other things that is wrong witht hfirst gen 7811's you would think gateway would at least give a bloody BIOS flash.
But their stubborn refusal makes me want to punch them as much as laugh at them for their corporate manuvering around the issue.
I wish you all the best with your little manifesto
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h0ly crap. Didn't see this oen coming, and I am looking at 320gb 7200 drives now too, lol.
Hope we get this bios! I'll call tonight when I get home or in rush hour because it takes an hour and a half to drive, and its that long to deal with the reps.
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When you boot your computer, and it shows the POST Screen(where it details your CPU, etc.), if it says BIOS version 9c.08.00 you have RAID, and just need a 2nd Hard Drive
Edi, thanks for the help! Try calling that phone number I listed in OP, just make sure you request a level 2 technician.
I'm not hating on Gateway. As a matter of fact, I think I was very positive in the OP. I am however pointing out where Gateway has let down its customers, by not providing support for a product with several known issues. There's not many other manufacturers who release products publicly, and dont offer support for at least a month. Instead they were busy building a new look for their website, which by the way was updated last night. And the website did need a facelift. Oh, being that they've done enough misleading with RAID, with uncompatible BIOS updates, they've one-upped themselves and now claim the 7811FX has bluetooth. Although, it doesn't..unless we have another refresh coming out in the next day or so.
http://www.gateway.com/programs/pseries/specs.php - bluetooth eh?
I think Gateway is great, they seem like they care..they just need to get their act together. Maybe find some new R&D folks, or even a new Webmaster that can figure out what products they support and offer. Just an idea that may make them seem not only like they care, but that they are reputable as well.
EDIT: I forgot; I did talk to a level 2 tech yesterday about an issue I originally brought to them on the 4th of this month. I had originally asked about RAID, and BIOS support..then I followed up with my same service # to add a question about 94.28 non-compatibility, then once the 9c.08 BIOS arrived I called to ask about it being released public.. And yesterday, following up with them an intelligent person actually assisted me. Reviewed all of my previous issues.. And he said "I can't guarantee you, but by Friday we *should* be able to have the new BIOS posted on the support site". Now, I could be wrong as well.. and I'm not trying to start any rumors.. but he asked me to call him back Friday evening if it is not available at that point. They're just busy playing catch-up. -
like you I didnt get narsnail's reply of giberish..until I went to reply to him with just an "Eh?" and it gave me the 10 character minimum popup and then it all clicked. I realized what he was saying.. tallan, Ive found the online chat to be very..time consuming with gateway. However, when you get up on the phone with the level 2 guys(I wonder if there's a level 3), they seem to be a bit more knowledgeable.. And I figure if we follow up, and it's documented enough...gateway will have to make a move.
Gateway Support? Our Voice Will Be Heard - The 7811FX Revolution!
Discussion in 'Gateway and eMachines' started by E-wrecked, Sep 24, 2008.
