???? Gateway problems and/or complaints...

Does anyone know if there is a site that actually handles and resolves customer conflicts with new computers. I've done the long drawn out on hold waiting for no resolve phone calls. I've done the send it in and we'll repair it and get back to you in a timely fashion, not once but three times. Each time I sent in for repair I’ve gotten it back with the same problem, and one time it was returned to me with a huge scratch in it. The major problem I have with this whole situation is… I only had the “P-6860FX” for 16 days when the problem started, and couldn’t return it to B.B. because it was 2 days past their return policy. The other problem is…Gateway insists on having me send it in for the 4th time instead of just giving me a new one like they should have in the first place. The funny part is…the thing is only half the price I paid for it in the first place. I have even attempted to resolve this issue (searching for answers to what may be causing the problems) via this forum. So my question again is, does anyone know how to resolve this matter in the proper manor without the B.S. part. I already did the typical Gateway support that can only “take notes and give a service request number” and then pass the info on to Tech Support, and we all know how good they communicate.

I also want to mention that I’m not just looking for an easy way out, I’ve just exhausted all other options I know of. Believe me I’ve tried…many threads here have a complaint along with my questions concerning possible remedies for my laptops instabilities. If anyone else has/had this same problem with their P-6860FX or P-7811FX please let me know, and if possible let me know how it was corrected.

Thanks to everyone who has already tried to help me prior, and anyone who is willing to now.

Peace

 

Might help if you give us more details, including what the problem is to begin with.

When I actually broke a piece off my motherboard due to faulty soldering when the mobo was originally assembled... Gateway was more then willing to take it and replace it (as well as void the user-induced damage fee of $500).

The only con, it took a month for a new motherboard to come in. But they still fixed it and fixed it right.

 

WastedTracy

Utilize the BBB ( www.bbb.org) File a complaint and a higher up in Gateway will get a ticket and need to go through the BBB to resolve the issue. That will get someone higher up than the $7/hr phone tech.

 

I am also in this predicament.

I have been on the phone(on hold) with level 2 support for over 2 and a half hours and never talked to a rep.
I have been on the phone with the initial rep 4 times.
I have talked to an online rep, twice.
I have reseated ram, hd and battery.
I have done countless checklists and I have restored twice.
I bought a $70 laptop cooler and I have propped up the back of the machine.

I have the infamous P7811FX freezing issues.

I was on the phone last night with a tech and I, like the OP, was tired of doing all the endless things they ask you to do and I told the guy I wanted to send this machine in and get a replacement. He actually told me that replacing the unit wasn't an option. Thats funny because when I read the warranty that came with my lappy, says that replacement IS an option.
He also asked me if the game I play is Vista compatible. I said yes it is. And then he asked for the specs on the game. I told him I'm not digging out the box to get the specs of the game because this computer is a gaming laptop and is WAY able to play this 4 year old game. To which he said "well if the game is 4 years old, then it's not Vista compatible, because Vista was not out then."

......................

This is the point at which I said "Just give me the address to send this laptop in for repair or replacement."

He obliged.

 

That's what I did. The BBB took care of it for the most part..sigh. I was contacted by someone who could speak proper english so that was a plus right away. I got my laptop replaced after two months waiting. But now Im without a computer again as the one gateway sent me has what looks like dirt inside the screen or something. A black line about three quarters of an inch long right in the middle. And to top it off the BBB closed my complaint saying it was resolved after I told them it was not.

I have owned my lappy since October last year and I have actually had it in my possession for 8 days Never again



update..so after posting I decided to call them and ask for the repair status to which I was told we have no record of your laptop being delivered to us. Fedex says it was delivered on the 15th Jan... waiting on the person to call me back now

 

holy crap! Thats horrible.

 

So she never called back...shock..called them today now Im being told they had "bad storms" and they have a backlog of systems that have yet to be checked in to the repair depot, so mines might be there even though it was delivered 8 days ago and signed for by someone.

I guess they are running out of lies to tell me

Just out of curiosity I checked the weather for the last 2 weeks and gasp no bad weather....

 

Thats is outright garbage! Seriously, do they think we're idiots?

 

I've had bad experience with Gateway's support as well.

I just purchased a new P-7805x. I installed Windows 7 on it right away. I played with it for 2 days and decided to go back to my factory install of Vista. Tried going into the recovery partition using Alt-F10 or F8 and everything else. Somehow, Windows 7 made it unavailable. I never made recovery disks because I honestly didn't think I needed to. I've never purchased a laptop that didn't include media before. This was new to me.

Called them up. The laptop was on the market Jan. 4th. I purchased mine on the 16th or 17th. I asked for recovery media. They don't even have it yet. I asked if this was ordinary. They said sometimes. Fine, whatever. My problem is that the guys on the phone were complete s. I'm on a "waiting list" for recovery media (not that I need it any longer... I resolved my own issues), but that isn't the point.

Selling laptops without recovery media even being available? Not being able to register your product? Having horrible customer service?

I guess you get what you pay for. The hardware is awesome for me, but the people have been garbage.

 

Ok.. to resolve Gateway issues that tech support isn't handling properly.. there's an outlet. This is compliments of Jakamo5's signature, so give him some props. I called them when I had my FX, the guy was VERY nice, VERY understanding, and VERY prompt. This is the best route:

Gateway Corporate Escalated Issues 1-877-285-6043 7AM to 7PM M-F

Call and follow the prompts. Have your Serial # or service ticket # handy..also they can look it up by phone or email if you registered the rig. no long waits listening to hold music, and they will provide resolutions and answers that same day. Just be polite, but also make sure they are aware of the huge problems you're experiencing. THESE guys are here to help.


And Tonester: You can use the 7811 Recovery Media - Will work perfectly fine.

 

Well I got it back today finally and yes it is broken still, emailed the person I talked to , shes going to be happy to hear from me. Two whit blotch type things right in the middle of the screen and the plastic part covering the right hinge is broken and when I push it into place it pops right back out. Taking bets on when it will end, if ever....

 

after i read think, I think it is thankful before i move to gateway

 

here's something i try with my local ISP. they are buggy sometimes and i know the trouble is at their end but their tech. support is a joke. As soon as i call i tell them I've already called and gone through all the troubleshooting with another tech. 10 mins back and it didn't work out. Its usually 3-4 things like reset modem, clear cache blah blah (some have even had the nerve to tell me to re-install OS). That way the problem is escalated and goes straight to the actual techie who fixes the problems.
i know for the computer hardware itself its probably more complicated but make a list of things u know they'll ask u to do. reset memory, check viruses etc. since we here at NBR are informed users, we usually know where the problem lies. ie bad video card for the overheating issue. with that out of the way, hopefully, one can get down to the issue to having that particular hardware or system replaced.

 

The CPU fan in my laptop started going bad and would make a grinding sound whenever it would run. My laptop has been gone over a month and a half just to replace a stupid CPU fan.

 

Your freezing is due to the overheating of the system, try searching up on it and you can fix it in 10 minutes.