Gateway parts and on-site warranty

I made a post a while back about a crashed hard drive in my grandma's computer. Its a gateway. The warranty on it was for 3 years, parts and on-site, it was Ordered in November 1999, delivered in December 1999.

So the hard drive crashed and could not be fixed. We called tech support and they wanted us to upgrade, but it was a big ripoff($130 to go from a 27.7gb IBM Desktar 7200rpm to a 40gb WD 7200rpm) so we decided just to get the hard drive replaced for free using the warranty. The hard drive came last week on Wednesday, and a technician was supposed to come out and install it within a few days. Gateway was supposed to call us back and schedule an appointment. They never called, so we called them on friday. They told us that we would have to wait 48hours before getting an appointment, and they would call us back again. So Saturday goes by, no call(and they are available on saturdays), Sunday, Monday, No call. So finnaly on Tuesday I just went ahead and installed it myself. Took maybe 15 to 20 mins.

She calls them back today and is asking why she hadnt been contacted and why no technician had come out. The call went on for a while, and she explained very clearly to the woman what happened. So then she wanted to file a complaint. They put her in contact with some claims department or something like that. The tech she just explained everything too didnt bother to tell the claims person what was going on, he was clueless, so she had to explain to him again. When she told him that I installed it he says "Oh! Well there is no problem then is there? Its been taken care of."

Several times before we had to have parts replaced, lost 2 powersupplies on that PC and both times it was promptly replaced and the appointment for install was made immidiately. But this was when the PC was rather new, about 8 months after it was bought. Now here we are at less than 2 months left on the warranty, and they could give a crap. Its still under warranty regardless. And the thing that is really rediculous is that the warranty starts when you ORDER the PC, not when you receive it. There was a good 3 weeks between the day it was ordered and the day it was received. And the reason they gave for that is because the warranty covers any damage from shipping. Gateway uses UPS and FedEX. Both those companies cover all packages with insurance, as well as seperate insurance that is purchaseable.

My favorite part though was before she got off the phone, she told the claims guy that she had bought a Dell and that it had worked perfectly and was amazed with it. I bet that made them feel good

You're the first person I've ever known that got any type of on-site service from Gateway. Even when it's been bought and paid for by a business.

So, at least you got something. I wouldn't have expected it from Gateway.

Never was a fan of Gateway technical support ... Dell and Micron were always on top of my list...

Originally posted by Kdr Kane
You're the first person I've ever known that got any type of on-site service from Gateway. Even when it's been bought and paid for by a business.

So, at least you got something. I wouldn't have expected it from Gateway.

Well its not actually "Gateway" that comes out, they contact a local computer shop in your area that will do on-site work and pay them.

Actually, Gateway extends their warranty by 30 days anyway. So if you have "65" days left on your warranty they still honor it for 95 days. Also, don't confuse the four types of warranties.

Parts and service(as in sending in laptops, etc)
Software phone support
Hardware phone support
on-site service

Did the technician tell your grandmother that she was supposed to call Gateway back when the part came in? They have no way of knowing exactly when the part will arrive, so the tech is supposed to tell you to call back when the part comes in. At that time they schedule the on-site service, or walk you through the installation and reload.

Gateway uses UPS and FedEX. Both those companies cover all packages with insurance, as well as seperate insurance that is purchaseable.

Gateway warranty covers all shipping damages and replaces all parts like for like or better. Have a bad PS2 port on your mother board? You get a whole new board, processor and all, unlike with a certain competitor who just sends a USB mouse or keyboard. If that model MB is no longer in stock you get the next line that is available. Bad Hd? You get same or better. Replacement part not compatible with the rest of your hardware? You get BRAND NEW PARTS UNTIL THE COMPATIBILITY ISSUE IS RESOLVED for free.

We reseat hardware, reformat, and reload over the phone all the time and guaranty to replace any parts or software that are damaged in the process: tech's error or yours. So all the second tech had to do was start you on the physical installation and then start fdisk and tell you to call back when it was done, then the next person would help reload windows and your apps.

If the tech(s) did not tell your grandmother all of this then it is their fault as individuals, and Gateway will take action if you file a complaint, but you will need the badge number(s) and service request number(s) related to those calls. They will even extend your warranty, which has quite obviously payed for itself. Otherwise give phone support a break and call the add-on sales, and service department for complaints.



Well, hate to get a fellow worker in trouble, but that really ticks me off when someone has a complaint that could make me look bad too. Plus if the tech does what he's supposed to do there's no reason why you shouldn't be satisfied every time you call. Gateway's warranty really is unbeatable.

Sorry this happened to you.

Well it doesnt matter now, the warranty has expired.

In fact, the other day they took it into this PC repair place because it was making a funny noise. Found out the video card fan needed oiling. The guy that owns the place(really nice guy and very very knowlegeable) said that the fan was made in Red China, and the cooling fans that come from there have only a dab of oil in them when they roll off the production line.

Something I noticed about Gateway when they send replacement parts, every part we got(went through 2 power supplies, vid card and of course the hard drive) was covered in dust. It came in an antistatic bag, but the parts just had coats of dust on them. I used a whole can of air each cleaining off the hard drive and video card when we got them. No point in using an antistatic bag if the things are already covered in dust. They were probably sitting on shelves in some big warehouse as standalone parts.

But anyways, they are done with Gateway and are seeing how Dell is. So far the laptop they bought many months ago works like a dream.

well, antistatic bags are just that, they prevent static charges from contacting electronics. they arent supposed to do anything about dust. dust doesnt hurt electronics, nor are they generally stored in antistatic bags in the warehouse. the parts are placed in bags prior to shipment, because packing materials generate static.

dusty electronics arent inferior to clean ones, im afraid. provided you remove any great excess, of course. but it sounds like their parts are just crappy if youve gone through that many replacement parts. or else that computer needs to be on a surge protector.

Redwench,

rubbish...

I'm surprised you voiced an opinion on electronic manufacturing and distribution. But, your opinion is simply incorrect. The facts are otherwise. There isn't a correct statement in that post.

Bored,

While Gateway publishes and exhorts exactly the same rhetoric that you have posted, experience shows that Gateway doesn't fulfill their obligations for repair or paid-for onsite service.

um, i never said a word about electronic manufacturing, where dust does indeed matter.

Anti-static bags do plenty to protect components from dust...when you use them.

I highly doubt any distribution warehouse would remove OEM parts from their static bags after arriving at the warehouse. The parts are placed in anti-static bags (for shipping purposes regardless of who they go to) when they leave the manufacturer and they stay in those bags (hopefully) until they reach the consumer.

It simply doesn't make sense to package a component, ship it to a warehouse or distribution center and then take it out of the bag and store it "in the open" only to put it in another bag to ship it again.

The rate of failure for components would most likely be very high, with all that shuffling about between bags and with warehouse employees handling components without proper ESD protection.

Your explanation simply isn't plausible. Then again, the dust itself wasn't the point of SKYHN's post, it was the fact that those parts he received were covered in it. That tells me he most likely was sent a pre-used/refurbished part that wasn't properly stored in an anti-static bag.