6130HS-20 DIES TWICE - RETURNED DAMAGED

While watching a DVD tonight, my laptop died. With no warning, it shut down. Absolutely zero response from the laptop with and without the charger plugged in, with and without the battery pack in the laptop. No lights whatsoever anywhere on the laptop.

If I unplug the battery charger from the laptop, the light stays on. If I plug it into the laptop, it flashes rapidly, and continuously.

Support can't do much, being that it is obviously a hardware issue.

My dilema is this. I purchased from Sam's Club with the extended warranty....which is the key, extended. According to the warranty company (NEW) it doesn't take effect until the Averatec warranty expires. However, Averatec's warranty does not cover electrical problems not related to manufacturing defect. Although I am not aware of a power surge, if it did occur I didn't notice. That means I have to send it back to Averatec and pay for shipping to them at a min. If they tell me it is power surge related (not that I could tell any difference) then I have to pay for the repairs and return shipping OR, pay for the return shipping (after waiting for who knows how long) only to have to ship somewhere else for the Sam's Club warranty.

I've put up the short battery life, and I've put up with the crappy internal wireless, and I've delt with the random shut downs for no reason, but this may have just crossed the line depending on the outcome.

I am very frustrated, and just needed to vent.

 

this happened to me with the first 6130HS i got. It happened on day one though. So i took it back (Future Shop) and they said that the power circuitry inside was dead. And they gave me a new one. Basically, there is nothing you can do, and i dont think it could have been a power surge, as i had mine on a mini travel surge protector. So it should be a manufacturing defect, which should be covered. If not, your screwed.

I don't think that wireless is bad in this unit, but this is my first laptop so i have nothing to compare it too. Once i got the ralink drivers the card has performed quite well.

 

Its alright man. We feel your pain. Just out of curiosity was your notebook properly ventilated?

 

I have an alum. stand I made that puts it about an inch off the ground, just to get even air flow around.

 

I have indeed experienced the result of a power surge and i'll tell you all something...THER IS NO QUESTION what happened! Smoke, circuits snapping... the works! I line in the pacific northwest, and in the fall we have big storms that cause all sorts of problems without notice cause theres hardly ever any lightning.

So, that said...if you lappy has suffered the stroke it sounds like, then i'd be all over support like ants at a picnic! Unless someone with a electrical degree can explain how im wrong, you'd likely have to be in a electrial storm or have a pretty big power grid outage to truly cause the voltage that would fry your machine. And your explainiation dosent sound like thats the case.

Also, cover your butt and make sure you tell support that you WERE using a power strip/surge protector (you WERE using one i hope) that way your laying the groundwork for them to really look at the system. It sounds like either the power supply crapped out, or something internal fried.

I guess my point is push. The random powersurge thingy I think is a myth, they should help you!

DD

 

I use a good one. I used to work for a company that sells surge protection device for practically anything on the planet. It "can" happen, but generally related to a spike in current, not voltage. That's what cracks me up about the way all the cheapy ones are advertised, but they can't handle current to save anything.

I'm confident it just simply failed, maybe I got a bad one, who knows. Shipped it off today, will be there next week so we'll see what happens.

 

Please keep us informed on if its handled in a decent mannor!

 

I will tell it exactly how it is. This is the kind of thing that makes it or breaks it for a company, how they handle customer problems.

 

You can say that again!!!

I know this first hand..and It's the thing i'm really watching this company on. Computers are so prone to error, thats a given, but how the "support" helps tells me if I want to support their growth or not.

Kinda reminds me of my first computer from Compac (I know, i know...but i was a noob back in those days) and the support guy had me delete all of my cab files!!!I dont even remember what the prob was. but i supect now that he was messing with me cause I didnt know any better.

 

Great news, all is well now. [ ]

Averatec received my laptop (best packaging ever if I do say so myself) on Thursday, March 24th. The repair facility was closed for holiday on Friday, which means they probably got to it no earlier than Monday the 28th. They shipped it back out to me on Wed. afternoon the 30th, and should be delievered today.

According to the CSR, they had to replace the motherboard and the powerboard. All under warranty, only cost to me was shipping it to them, they cover the return cost because it was a warranty.

They have a great website that gives you access to RMA status, the only drawback being that it is 24 hours behind what is really happening. They also give you the FedEx tracking number.

All the reps I talked to throughout the process were nice and helpful...just wish it didn't happen.

The CSR I talked to today said that the notes did not indicated that they did OR did not have to reformat the hard drive. Guess I'll find out when I boot it up tonight if it's back to factory settings. [?]

Basically they did abide by all the time frames they list in the warranty paperwork for how long things should take. Total time without laptop will be exactly 2 weeks.....a LONG two weeks.

Considering this computer is running a desktop processor with less than half the cooling capability of a desktop, I'm not totally suprised. Guess I will just have to keep a closer eye on how much I use what for an extended period of time.

Bottomline was a quick turnaround, good customer service, and no hassle...pretty much all you can ask for.

 

Just got it home. Booted up faster than ever, and seems to run a little quieter. They did not re-format the HD!

 

....two hours later, THE EXACT SAME THING! Hadn't burned anything or watched a DVD, was simply surfing the net.

They did not replace the power supply, which I think is a culprit, becuase the light is just flashing on the power supply that plugs into the wall.

All they will do is pay for it be returned to them. I know they are going to replace the same things, and it will happen again.

I am very UNHAPPY with Averatec and plan to take this further. I want nothing to do with this laptop anymore, or any of their other products.

My official Anti-Averatec campaign starts now....

 

statistical laws dictate that there's gonna be a few turds in any punchbowl large enough...sorry that it was in your cup of punch.

I don't think it's overall quality. There's things wrong with every laptop out there...they're made cheaply and get abuse.

Sometimes, wiht any product, you just get a stinker and can't seem to get off the path. Thats happened to me with other products that EVERYONE seemed to have no trouble with...

It's not just you, but most people are pretty pleased iwth the price/performance/features.

My HP didn't come with a much better warranty than averatecs and their bench fees are higher...

 

that is very unfortunate.

Could it have been a power surge?

2 in a row is completely ridiculous luck.

 

I seroiusly doubt it was a surge. I'm starting to think the power supply adaptor may be bad. This time it spelled like burnt electronics. If it's failing, then it lets too much to the laptop = dead.

This time I'm telling them I want it to be replaced also.

 

I find it supprising they didnt want the PS back for the first RMA...seems like a mighty important piece of the puzzle to look at. It really does suck that youve had to go thru this twice, but rutskull does make a colorful [ ] point. EVERY device manufacture has their share of issues...turds as they may be...hopefully the next cup of punch is drinkable!

 

I agree that it sucks but that sometimes you just have bad luck with a product. Sometimes I'll be reading reviews on epinions.com, and there'll be 30 glowing reviews in a row, followed by one guy who screams "This product is a heap of dung! It never worked! I got 3 in a row that were faulty! Support is rude and unhelpful!"

In my last apartment I tried to get Verizon DSL and suffered the worst customer service in my life. I got lied to, abused, insulted, ripped off, accused of being a liar, none of my complaints were acknowledged, and all with a very distinctly "ghetto" attitude from the girls on the phone. I spent over 300 minutes on my cellphone and at one point was even in tears with frustration at being messed about so much. To this date, and after having NO installation (they said it was impossible), I have NEVER received back the $100 deposit I paid them at the start (didn't have my SS number yet at the time so i had to pay it) and they are trying to tell me the payment never went through, even though it showed up on my statement. It's over 5 months since they said the matter was being "investigated" and they've NEVER called me - every time I call them, I get told that I can't speak to anyone about it and that they will contact me "in due course". They've never replied to any of my letters demanding action, and have even denied they received any letters from me.

Anyway, I'll stop my rambling. The point is, when I decided to orchestrate a campaign of hatred against them online, I got told by everyone how great their service with Verizon was and how they've never had a problem in 3 years and how the girls are always really helpful and polite to them when they call. So go figure. Looks like maybe I just had an extremely bad run of luck and got ALL the bad apples everytime I called.

 

Hey Jim, that sounds like one for the TV consumer advocates.

 

I called the same day it died the second time to set up another RMA. This time at least they paid for the return shipping. I was told that Fed Ex would be by on April 5, 6 or 7 to pick itup. By the end of the 7th when they hand't come I called Averatec yet again. Turns out, the moron on the end of the phone put the Fed Ex pick-up dates as May 5, 6 and 7 when I explicitly told him ASAP! This guy knew I was upset, and had every right to be. Why in the world would he think I wanted to want a month with a broken laptop. Their CS is going downhill for me really fast, but the kicker is going to be how they handle the second return.

 

I had a warranty incident a couple of months ago with Averatec on my 6130. It wasn't charging the battery. I suspected the battery was bad(had gone bad). After waiting several minutes on the phone with their CS, I finally got a rep. After explaining my situation, and her taking all the serial numbers, etc. she casually mentioned that I would have to send the entire laptop in. I said, "not so fast". I can't be without my lappy for 10+ days. I insisted that the expedient thing to do would be to return the battery first and determine if it indeed was bad, before sending the lappy in. I argued this is the whole point about modular design. I wasn't about to first return my machine to stock specs first and then mail it to Averatec.

She agreed, and reminded me that if it was not the battery, then the whole machine would have to be returned. I told her I would take my chances with the first approach. About 8 days later, I received a new battery in the mail - it was still under warranty. I put it in, let it charge, and voila! It's been working ever since.

The moral here; Sometimes you have to insist with these sorry ass CS reps how it's going to go down. If you can't with the first line of rep, ask to speak to their supervisor and work your way the the food chain until you get an educated human that's willing to listen to your reasoning and logic. If it's sound, they will usually agree, unless they have some really off-the-wall policy.

Hope all goes well...

redjr..

 

They received it on Thursday, 4-14. I have called once every other day since then, and have either been told their is no status, or "our RMA system is down." On the 20th, the CS rep "had" to send an email to her supervisor requesting status on the laptop.

As of today, the 26th, there is still no status. They have had my laptop for 12 days now, and they don't even know anything about it.

This process is total BS, the second I get it back it goes up for sell, and I will NEVER consider Averatec ever again for another computer, even if someone gave me one.

To anyone else considering purchasing one, consider yourself forwarned.

 

I have an Averatec 3225, not a 6000-series, but I felt compelled to post about mine because I think Averatec is disingenuous about the overheating problems with their machines.
I, too, had a frying problem--specifically, the adapter began running hotter and hotter until eventually smoke began to seep out of the jack where the adapter plugged into the machine. The plastic melted (in the plug). In the weeks beforehand, the charging had become inconsistent; the battery light indicated some flakiness. The laptop was a mere 6 months old...although I do subject it to daily use, I certainly didn't expect it to fail so quickly. When I called the company, a peon there first tried to get me to PURCHASE another adapter. He then refused to send out a new charger to see if that was the problem first. I finally spoke with a supervisor who agreed to do so. It wasn't the problem, unfortunately, although by then my charger was fried anyhow, and I had to pay $40 to ship the whole machine cross-country. It took several weeks to get the problem sorted out, and I had a problem with lost RMAs too (they misquoted me they original number, transposing 2 digits.)

The Level I Customer Care specialist I spoke with originally tried to tell me that this was a rare problem, but a cursory Google search of "Averatec" and "smoke" suggests that it has happened to several others.

A friend peered inside the jack and noted that they are just using a copper contact, which is unfortunately quite prone to oxidation. I'm sure the same thing is happening again. Now, I'm dismayed to see that four cracks have begun to appear in the casing around the screen. I haven't dropped it or anything; I'm convinced that the thing is just cheaply made without regard to durability of materials. My plan is to try and get them to replace it, as I only bought it last August, but regardless I'm going to get another machine and use this one only as a backup. I think it's important for those of us who are dissatisfied to be vocal about it in such a way that will improve service in the short term and products in the long term...

Sorry about the long rant --I wish others better luck with their machines.

 

Just called them again.

I was told they replaced the powerboard (will be the second time now, the same thing they replaced last time) and shipped it out today.

Guess we'll see.

My question is, what do you all think I should do when it happens again? I believe there is something else faulty with the notebook, but they either 1) don't care or 2) don't want to find out.

Personally, I have ZERO faith that it will even last another day.

Edit: I just checked the tracking number, and they shipped it Fed Ex Overnight....hmmmm, wonder why that was? As of yesterday, they know nothing about it, but today it gets fixed AND shipped overnight. Took 6 business days longer this time than last time to make the same repair. Absolutely ridculous customer service.

 

Hi 4:

I have been following your repair status posts, very interesting…. I bought two Averatec’s in the last month. I have been very pleased, so far! 6128 and a 6130, 60 gig.
The 6130 came with a bad battery, I was lucky that I was able to test and determine that was the problem. A closer look at the battery showed that the battery was broke at the connecter. I called Averatec, got thru on the third ring. I was impressed to say the least.
I spoke with a rep by the name of Aie; at least I think that is how he spelled his name. I told him I was able to trouble shoot the problem with a good battery and the 6130 worked just fine. Downloading and installing SP2 is a great stress test on a new computer…I could not buy a blue screen, or lock up on the 6128 or the 6130. I mentioned the problems that you were having with two RMA’s, as I was curious to what was standard Averatec procedure, for this situation. I think that you will find, that the delay was because of the rigorous testing they put your notebook thru, to insure that they got it right this time.
I mentioned this Forum and the knowledge that is available here. I think we talked a good 20 min. I repair, custom build and design networks for a living. I have many hours of phone support for both soft and hardware issues. Just remember even though you would like to ring someone’s neck, be calm, brag up their product tell them Uncle Joe loved it, and is buying one tomorrow. As for my battery problem I sent bad one in new one arrived 9 days later. Since I could not wait, I ordered a new one from Averatec's web site, received 20 hrs later. I was going to order a second battery anyhow. The best advice I can give you and everyone else who reads this is, get a good notebook cooler. I can burn a 2 hour movie, with DVD X-Copy and yes I own the movie, not a rental . Complete burn in under 1 hour…. Pop the disk, surf the internet, and the 6130 is warm at best.
Hang in there 4, better days are coming


"In Vino Veritas"

 

I would have no problems if they wanted to keep it for testing. The biggest issue was the lack of communication and updates. Every time I talked to them, there were zero notes on my account for a status. As I mentioned before, other than this problem, the notebook is flawless (considering it's price to capability ratio). Unfortantely (at the least for me) I have lost all faith in them. Will wait and see how it works out this time.

 

RETURNED TO ME DAMAGED!!

So I got the laptop back today. Open it up and read the note included: replaced motherboard, powerboard, motherboard housing and AC power adapter....but they didn't re-image the harddrive.

HOWEVER, they have some serious handling/inspection issues. I'm confused about one thing. The laptop I got back had all the orginal stickers on it (Intel, Windows, Radeon and the Averatec sticker)....my orginal laptop had none of them. Second, this laptop has lot of nicks and dings and is dirty (like it was a refurbished laptop)....but they biggest one, the tab that you push in to release the PCMCIA slot, is BROKEN OFF.

This is beyond horendous. They took 3 times as long to fix it the SECOND time, and then return it to me damaged?

I've been without it for so long, I'm half tempted to just leave it as is instead of getting it fixed. Obviously if I want it to get fixed they will be doing it free of charge, but that is not the point.

This is getting out of hand really fast.

 

Hate to say it. But it sounds like they didn't even return the original laptop to you.

Can you identify and personal scratches or characteristics of the notebook that were there before?

The damage could also be caused by the courier.

This scares me. Maybe I won't send in my laptop to get its cracks fixed.

 

All this is making me really nervous about my 6-week old 3250. In fact (and you can laugh at this all you want) [ )]I actually dreamed last night that my 3250 was cracked near the hinges.

I don't think I will be recommending Averatec to anyone.

One thought ... are there any authorized Averatec service centers across the country?

 

My thoughts are one of three situations occurred:

A) mine got dirty and scratched during the repair process, and they put all new stickers on it

B) they swapped my hard drive for a new one, and got it dirty and scratched during the repair process

C) swapped my hard drive for a re-furbished one and it wasn't in great shape.

Either way, the slot release tab is broken off, and now they want me to send it back AGAIN to repair that....great quality control for their repairs. I don't even considering transport as an option for the damage, becuase they laptop comes in the same foam that goes on each end. And if did break during transit, the tab would be in the box....it's not.

The only reason I'm considering doing that is so that I can sell it when it get's fixed.

If I had an Averatec of any time length, I would now be nervous.

According to the CSRs I talked to on the phone, their repair facility is the only one authorized, and will do warranty work.

 

I felt sorry for you. Is there any consumer protection like BBB can help to get even with them? I believe price/performance is NOT the only factor for a lot of people. I would stick with your story whenever people ask about averatec recommendation. I have a 3250 and just got my 6235 2 days ago, so far, keep my fingers cross, have no issues. I wish these people would just give you a new computer to right their wrongs. Good luck.


bunanson

 

You said you bought it from Sams. I would first go to the Sams location, speak to the head honcho on duty, explain how many times you've had to send it in for repair - in fact give them a letter with all the details of the entire scenario - and ask for your money back or exchange for a new one.

If that gets you nowhere, tell "head honcho" that you'll be writing to Sams corporate.

The cost of that lappy to them is a drop in the bucket to the amount of business they do.

Was it in this forum or another (I don't remember) someone had an issue with Staples, I think, on another laptop. They agreed to exchange it for him. Only thing is they had no more of the one he had, nor were they getting any in. They gave him the next best one they had - different brand, faster cpu.

I really think you have a case for a refund at the very least.

PS: Don't forget the option of the TV consumer advocates.

 

Well I bought the extended warranty at Sams. They are more than likely going to push for me to go that route. That is fine and all, except that it is an extended warranty, and doesn't even take effect until the Averatec warranty runs out.

I have been thinking about doing that. Guess it would be worth at shot. Will be a PIA to scrub the hd clean, take it there and then get nowhere though.

Plus (and this is picky, but really irriated me) when I originally returned it to Averatec, I used my orignal manuf. packing and box. But they returned it in a plain brown box, so basically I just gave them back my original box for nothing....that's just another thing on the list.

Sams may be more hesitant to return anything without the original box (even though the box I have is identical, it is just brown in color).

 

Going to Sams has nothing to do with the fact that an extended warranty exists and everything to do with one PO'd customer, period.

As for scrubbing the HD, make, or get someone to make an image of it to an external HD (usb type). Acronis True Image will do this easily. Not sure if Norton's Ghost will see an external hd on the USB port.

 

If he goes through Averatec (for the 5th time?) I would think he would have to speak to at least a 3rd level support person to get a replacement. Of course, he would have to work his way through the 2nd level.

Some organizations' 2nd level support may do the replacement.

 

Frontier,

Sam's is usually amazing about returns--my mom has had good luck returning things to them when they broke down. Since it's a lot of work to prepare, though, I would phone the store first and speak with someone to explain your situation. Get a mgr. on the phone and report everything that has happened. (You may want to try going through Averatec first, warning them that you will tell the retailer of your bad experience...at least that way they get the feedback and a chance to fix everything. At this point, they should express you a new laptop thru overnight mail...) In any case, when dealing with Sam's, if you've already gotten sympathy and a person's name on the phone, then when you get to the store the plan is in place.

Just my 0.02--good luck.

 

I sent in my Infocus projector for repair and the company messed me up for miscommunication and made me wait for 2 weeks for no reasons. I made a bitter complaints to the manager/division head on duty on that day, he made an apology verbally and sent me an extra light bulb as a gesture, $329 in value (the projector worth about $750!). Of course, I will continue to buy Infocus projector products and also recommend them to my company. Most people in the supervisor levels DO take pride in their work and do not want to hear bad PR stuff about their division. I would greatly recommend you to discuss this horrible experience with somebody that is in charge of the repair department. Keep us informed about your endurance. Good luck



buanson