P7811FX Horror Story

Got a 7811 at best buy late October. Loved it, it worked great for three weeks. Then, while playing the driving game Live For Speed (not a huge system test) it died. By died I mean the screen went to a kind of plaid multicolored look and the computer stopped responding. Took it back to best buy. Since it was past their 14 day return policy they had to send it out for repair. 2 to 4 weeks is what I was told. Fast forward exactly 4 weeks to today. I called them wondering where my machine was and they told me it had just arrived and was ready to pick up. The repair order stated that they had replaced the motherboard. Because of some of the stories I read here I thought I would check everything before I left to make sure I had the proper display. The computer seemed to boot up OK, but would not respond! Great. The Geek squad manager was apologetic, but said he could not do anything other than send it back in - this time expedited. According to him (and the Gateway rep I called) all I can do is send it in over and over until it is either fixed or declared unfixable.

In the meantime I am out a computer and the $1200 I paid for it. So far I have been without for a month and a half.

Does this sound reasonable or normal to anyone?


Venting,

Rich

 

Gateway Service is useless. Best Buy however is a great company. Your solution is this:

If you can get in touch with the Best Buy Customer Satisfaction Team, and explain to them what happened, they will keep the laptop that's in for repair once it is fixed, and they will give you an immediate $1200 credit (or whatever you paid for it).

Here's my story as an example: When the 7811 first came out, it had bios 9c.05.00, which didn't have RAID capability even though the 7811 was marketed as being RAID capable. I was upset but moved on, until I found out that the newer batches at Best Buy had an updated Bios that was RAID capable. So I took it into Best Buy and pointed out false advertising blah blah and asked to exchange for the newer batch (after the 14 day mark), and they said theres nothing they could do, it's Gateway's fault and talk to them. So I called up Best Buy headquarters or w/e, and they said the same thing. I tried again at the local Best Buy, and this time they offered to send it in for "repair" to have Gateway update the Bios. So I agreed.

Then I got an email... it was a survey asking about my experience with talking to the guy at Best Buy headquarters. I gave a BAD report on the survey. I didn't think anything would come out of it, but I was mad.

Two days later, I get a call from Best Buy Customer Satisfaction, nicest women ever, wanted to do nothing but solve my problem. These guys can pull strings, and she got a conference call going with the manager of the local Best Buy. Wasn't too long before I drove over the the store and picked up my new 7811 with the updated Bios.

Funny thing is, when Best Buy took my laptop for repair, they didn't take the OS CD or the power block/cable, so now I have spare of those. And also, even though Best Buy said they would keep the one that's in for repair when it came back, I got numerous emails from Best Buy telling me its ready for me to pick up (good thing for them I'm not immoral).

Good luck, hope my story gave you some ideas.

 

Thanks for the tips! I will keep an eye out for that.

Rich

 

My 7811fx is in for its second repair for the same problem they "fixed" the 1st time. So far it's been 4 weeks so I've been without that POS for about 6 weeks total so far. The repair status shows that they've had to order parts at least 3 times during this latest repair. I would love for them to just keep it and give me my money back. Do you have a contact number for the Best Buy Customer Satisfaction Team?

 

I do, its the woman who resolved my problem, but she wouldn't be able to help you without due reason. Your only option is to call Best Buy headquarters, and then when they can't help you, wait for the survey and give bad grades (be honest though). Then wait for a phonecall.

 

here is the story of a guy who wants to fire a nuclear missile at every gateway or acer facility existing on this planet, may it be retail repair or manufacturer, i want to kill them all lol. i brought the the 6860 model about 6 months ago. it died in the early November, didn't power up at all. i sent it to gateway/acer repair depot in Texas and was told it would take 7-10 business days. two weeks later i called and they told me they needed to replace the motherboard but there was none available so they requested some from the manufacturer. yesterday i called again and they told me the same thing. the most annoying part is, the part is backordered so they don't even know when they'll get it. i know this may not sound like a big deal but as a college student who lives in a dorm room, it was like hell to have to run all the way to the college library every time i need to use a computer!i efing wrote an entire essay on note papers. should i have Gateway pay the damage to my grades? lol

 

Not to appear super dense, but how did you get to the survey? Via the phone route or email route? I called last night, but the BB customer service rep just transferred me to Geek Squad who told me I need to call them (Geek Squad) back during regular business hours. I also sent an email via the contact page at Best Buy and so far have gotten an automated reply. Just wondering if it's worth my time to call again or if I'm on the right path via email.

Thanks

 

at some point during the process best buy headquarters asked me for my emails address... a day or two later I got the email survey

 

it took me almost 4 months of sending my acer 5920g back and forth to best buy for them to finally junk it out and give me store credit.