• Report: #454107

Complaint Review: EMachine, Gateway, Acer

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  • Submitted: Thu, May 21, 2009
  • Updated: Sun, December 13, 2009

  • Reported By:Beaver Dam Wisconsin
EMachine, Gateway, Acer
7565 Irvine Center Drive Irvine, California U.S.A.

EMachine, Gateway, Acer 1 day warranty expired 2 months before purchase Irvine, California

*Consumer Comment: Gateway, customer no service

*UPDATE Employee: Bundled Product Serial Number

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Prepare to be amazed at how eMachines (Gateway/Acer) is screwing over their customers. I wish this was a joke, but it isn't. I was basically told the warranty on there computer was in effect for 1 day! and that was 2 months before it was purchased?!?!

On 5/12/09 I went to the eMachines tech chat to request restore CD's. The computer had suffered a system volume corruption (Acording to the Vista repair tool). After giving them the SNID number off the computer I got the following response...

Jithu_GWSI376 says: By validating the serial number, I can see that your computer not covered the warranty.

Don XXXX says: ? he said he just bought it in december?

Jithu_GWSI376 says: Sorry what we can see is that the warranty started in 10/16/2008 and ended in 10/16/2008.

Don XXXX says: started and ended the same day?

After talking to the owner, I discovered it was purchased 12/16/08. This time I called tech support and gave them the Serial number on the computer. I spoke with Joseph GWSI446 and he informed me that was not a valid serial number?!?! I talked him into looking up the SNID and then he found a record. BUT again I got the "warranty expired, we can not help" line. They were not even willing to talk about it more without me faxing a copy of the original receipt. I did find out that the 10/16/08 date was the manufacture date on this call and I said. OK, even if I walked out of the factory the day it was made it would still be under the 1 year warranty right? But they were not interested in logic, if their system said it had a 1 day warranty thats it!!!

WOW look I got an email from Gateway...

Mary Boggs

Dear Don XXXXX,

I'm sending you this email regarding your chat session with Gateway/eMachines on May 12, 2009. I understand you are trying to establish warranty for your computer. If you could reply back to me with your daytime telephone number and the complete serial number of your eMachine product, I will forward this to our Corporate Customer Care team. A representative from this team would like to assist you with this matter.

Waiting for your reply.
Best Regards,
Mary Boggs
Gateway Online Support

I have responded with my phone number and here it is almost a week later and no calls from Customer Service. Am I surprised? Not at this point.

Most companies I have delt with will warranty their products from the date of manufacture until the warranty ends, if there is proof of purchase they will extend the warranty from the date of purchase. NOT eMachines/Gateway/Acer. The computer had a 1 DAY warranty that expired 2 months before purchase!

I was a system Admin at a local ISP, I have built and serviced many computers and I'm asked for recommendations from companies and individuals. I USED to suggest Gateway as a quality business computer. Not only would I not suggest eMachines to anyone, I also will not suggest Gateway or Acer, as this incident has proved they do not stand behind there own warranty.

OH the story gets better!

I contacted the extended warranty people. After registering the computer they informed me they could do nothing until the manufacturers warranty is up! I asked them to call eMachines to confirm the expired warranty, but they insisted their warranty did not take effect until 1 year after purchase. (12/16/09) Well now I can get it fixed if I wait another 7 months for the extended warranty to kick in!

Don
Beaver Dam, Wisconsin
U.S.A.

This report was posted on Ripoff Report on 05/21/2009 12:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/EMachine-Gateway-Acer/Irvine-California-92618/EMachine-Gateway-Acer-1-day-warranty-expired-2-months-before-purchase-Irvine-California-454107. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Gateway, customer no service

AUTHOR: Joshuatree - (United States of America)

I am actually impressed you got to talk to a human.  I have had a gateway computer for almost 2 years, purchased from gateway with their extended warantee "in home"

There has been continual problems which required me to ship the computer at my expense to Texas. They do something, (no documentation of what they did) and send it back. It works for a couple of weeks, then another problem.

After replacing the harddrive, I got a "your windows is not genuine" pop up which shut down my computer. They said, buy a system recovery disc 29.00 plus shipping plus time. After wiping the computer, it works for a few days, then the same error. An engineer who does computer repairs professionally told me that if the harddrive they installed is INFECTED, the system recovery will not solve the problem.

Attempting to get gateway now is impossible. When my computer was built, apparantly becuase of its age or other issue, it does NOT have a SNID number. If you try to get a hold of gateway, their automated response WILL NOT LET YOU TALK TO ANYONE IF YOU DO NOT HAVE A SNID NUMBER. Thier support in India after 15 emails keep giving me the same phone number and a service request number as if that would help. After 10 emails telling me how to find my snid number, they finally admitted my system DOES NOT HAVE ONE. they still to this day insist on me calling their maddening auto response system with the same old snid story.

their next tact was to ask me what my problem was so they could try to fix it. I gave them the problem, and their answer? call this number, give them your service request number (impossible, auto response needs an 11 digit snid number ONLY) or SNID number.  Gateway has decided to cut off customers from their support because they can get away with it.   

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#2 UPDATE Employee

Bundled Product Serial Number

AUTHOR: Acerinsider - (U.S.A.)

If you purchased a bundled product (i.e. it came with a monitor at the same time) there will be three serial numbers total. One for the bundle, one for the monitor, and one for the tower. You are most likely providing the bundled serial number, and not the serial number of the desktop you are having issues with. The bundled serial number will only have a single day warranty, and will start and end on the day of manufacture.

For information on how to locate the serial number on your tower, please visit the following link:

http://www.acerpanam.com/synapse/forms/portal20.cfm?recordid=1157&formid=3390&website=AcerPanAm.com/us&siteid=7293&words=all&keywords=&areaid=7

Once you locate this serial number contact technical support and have it registered to your account. They will then be able to assist you with the issues you are experiencing.
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