Clashing with Customer Service

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14 Replies - 1676 Views - Last Post: 09 January 2007 - 02:32 PM

#1 max302   User is offline

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Clashing with Customer Service

Posted 04 January 2007 - 07:52 PM

04 Jan 2007 08:25:26 PM Maxime Rousseau logged in.

04 Jan 2007 08:25:29 PM Connected to the server via Web Chat

04 Jan 2007 08:25:29 PM Maxime Rousseau has been assigned to the Support queue.

04 Jan 2007 08:26:26 PM Maxime Rousseau was added to the incident named Maxime Rousseau by Colleen_GWER8809

04 Jan 2007 08:26:26 PM Colleen_GWER8809 created an incident named Maxime Rousseau.

04 Jan 2007 08:26:33 PM Colleen_GWER8809 says: Welcome to Gateway Chat. My name and badge number are Colleen_GWER8809. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.

04 Jan 2007 08:28:27 PM Colleen_GWER8809 says: Hi, Maxime How are you doing?

04 Jan 2007 08:28:33 PM Maxime Rousseau says: im fine

04 Jan 2007 08:29:11 PM Maxime Rousseau says: so lets get on to the problem fast

04 Jan 2007 08:29:27 PM Colleen_GWER8809 says: I will be glad to assist you with your concerns. Before we get started, I will do some verification first.

04 Jan 2007 08:29:36 PM Maxime Rousseau says: ok

04 Jan 2007 08:30:17 PM Colleen_GWER8809 says: According to your submission, the serial number for your system is ----------------- and this is MX3410HNotebook PC with a limited warranty until (3rd Quarter) 2006. Is that correct?

04 Jan 2007 08:30:33 PM Maxime Rousseau says: yeah

04 Jan 2007 08:30:39 PM Colleen_GWER8809 says: Thank you for verifying your information. I see a lot of upgrade options for your current system. Let’s resolve the issue first and then discuss upgrades.

04 Jan 2007 08:30:59 PM Maxime Rousseau says: upgrades?

04 Jan 2007 08:31:06 PM Maxime Rousseau says: look i only want a recovery cd

04 Jan 2007 08:31:12 PM Colleen_GWER8809 says: To begin with, I understand that your recovery partition is corrupted, I need a recovery CD.

04 Jan 2007 08:31:23 PM Maxime Rousseau says: yes

04 Jan 2007 08:32:30 PM Colleen_GWER8809 says: Can you tell me what you have done why your partition is corrupted?

04 Jan 2007 08:32:49 PM Maxime Rousseau says: well

04 Jan 2007 08:33:21 PM Maxime Rousseau says: at first I just tried a fresh install of windows with the recovery partition

04 Jan 2007 08:33:48 PM Maxime Rousseau says: but it told me that the recovery partition wasnt ok or something like that

04 Jan 2007 08:34:15 PM Maxime Rousseau says: so I decided to get it over with and install Fedora Core 6 in a permanent fashion

04 Jan 2007 08:34:33 PM Maxime Rousseau says: but I had driver problems, and decided to go back with windows

04 Jan 2007 08:34:42 PM Maxime Rousseau says: but all partitions were deleted

04 Jan 2007 08:35:01 PM Maxime Rousseau says: so I'm screwed and I didn't get a recovery CD with my PC

04 Jan 2007 08:35:26 PM Colleen_GWER8809 says: We can provide you with the restore CD you needed, this will format the hard drive and can delete your Fedora OS.

04 Jan 2007 08:35:51 PM Maxime Rousseau says: yes thats what I wanted

04 Jan 2007 08:36:17 PM Maxime Rousseau says: I was just hoping we could skip the useless babble and get straight to the ordering

04 Jan 2007 08:36:49 PM Maxime Rousseau says: I passed an order earlier like before Christmas, and its not there yet

04 Jan 2007 08:36:57 PM Maxime Rousseau says: it should be there, but its not

04 Jan 2007 08:38:52 PM Colleen_GWER8809 says: Oh I see, please hold while I check on it.

04 Jan 2007 08:45:59 PM Colleen_GWER8809 says: According to the information, your RCD was escalated but not processed.

04 Jan 2007 08:46:07 PM Maxime Rousseau says: well thats great

04 Jan 2007 08:47:04 PM Colleen_GWER8809 says: We can process a complete RCD for you. This contains the windows XP, Drivers and Bundled applications.

04 Jan 2007 08:47:18 PM Colleen_GWER8809 says: Please be inform that this will cost you for $20.00.

04 Jan 2007 08:47:23 PM Maxime Rousseau says: can I not get the bundled applications

04 Jan 2007 08:47:30 PM Maxime Rousseau says: 204!

04 Jan 2007 08:47:34 PM Maxime Rousseau says: 20$!*

04 Jan 2007 08:47:44 PM Maxime Rousseau says: canadian?

04 Jan 2007 08:47:57 PM Maxime Rousseau says: can I download an iso from somewhere or something

04 Jan 2007 08:48:11 PM Maxime Rousseau says: I mean I have a warranty on this thing and your asking me to pay again

04 Jan 2007 08:49:39 PM Colleen_GWER8809 says: It is not our fault that you installed Fedora on your system. That has deleted the recovery partition on your hard drive.

04 Jan 2007 08:49:57 PM Maxime Rousseau says: Which was corrupted in the first place

04 Jan 2007 08:50:18 PM Maxime Rousseau says: Why don't you just give a CD in the box?

04 Jan 2007 08:50:26 PM Maxime Rousseau says: wouldn't that be easier?

04 Jan 2007 08:51:31 PM Colleen_GWER8809 says: You may have contacted us when the recovery partition got corrupted.

04 Jan 2007 08:51:40 PM Maxime Rousseau says: i have

04 Jan 2007 08:52:22 PM Colleen_GWER8809 says: Can you tell me when did you contacted us?

04 Jan 2007 08:52:40 PM Maxime Rousseau says: look, I've called last time, the lady at the other end sais "Yes sir, we'll ship your Cd free of charge"

04 Jan 2007 08:52:52 PM Maxime Rousseau says: i don't want to mess with that anymore

04 Jan 2007 08:52:57 PM Maxime Rousseau says: i don't know when I called

04 Jan 2007 08:53:02 PM Maxime Rousseau says: you have that on file anyways

04 Jan 2007 08:55:27 PM Colleen_GWER8809 says: I understand now your situation.

04 Jan 2007 08:55:59 PM Colleen_GWER8809 says: I recognize what a displeasure this could be.

04 Jan 2007 08:56:34 PM Maxime Rousseau says: so what are you going to do about it

04 Jan 2007 08:57:10 PM Colleen_GWER8809 says: We can process the restore CD for you now free of charge.

04 Jan 2007 08:57:11 PM Maxime Rousseau says: we are now 30 minutes into a chat and nothing gets done

04 Jan 2007 08:57:20 PM Maxime Rousseau says: could we move on please

04 Jan 2007 08:57:31 PM Maxime Rousseau says: great

04 Jan 2007 08:57:39 PM Maxime Rousseau says: when will it arrive

04 Jan 2007 08:58:00 PM Colleen_GWER8809 says: Please hold I'm still processing it.

04 Jan 2007 09:01:58 PM Colleen_GWER8809 says: Please confirm the complete shipping address where your product should be delivered. Please also include your phone number.

04 Jan 2007 09:02:15 PM Maxime Rousseau says: adresse:

04 Jan 2007 09:02:21 PM Maxime Rousseau says: ------------------

04 Jan 2007 09:02:30 PM Maxime Rousseau says: -------------------

04 Jan 2007 09:02:33 PM Maxime Rousseau says: Canada

04 Jan 2007 09:02:36 PM Maxime Rousseau says: ---------------------

04 Jan 2007 09:04:39 PM Colleen_GWER8809 says: Please hold, Im still processing it.

04 Jan 2007 09:04:42 PM Maxime Rousseau says: phone number is -----------------

04 Jan 2007 09:05:07 PM Maxime Rousseau says: need anything else?

04 Jan 2007 09:05:28 PM Colleen_GWER8809 says: Thank you for holding.

04 Jan 2007 09:05:44 PM Colleen_GWER8809 says: For future reference, I have
documented our chat in Service Request ---------------------. You can use this number when contacting us again.

04 Jan 2007 09:06:04 PM Maxime Rousseau says: great

04 Jan 2007 09:06:08 PM Maxime Rousseau says: is it over yet

04 Jan 2007 09:06:39 PM Colleen_GWER8809 says: It's done.You will receive your RCD within 3-5 business days.

04 Jan 2007 09:06:50 PM Colleen_GWER8809 says: Your case number is 202592357

04 Jan 2007 09:07:08 PM Colleen_GWER8809 says: To save your chat log, please click on the "View Live Log" button at the bottom right side of the chat window. It will open a chat log
window. Please use the option to "Save log to disk".

04 Jan 2007 09:07:28 PM Colleen_GWER8809 says: Is there anything else that I may assist you with?

04 Jan 2007 09:07:32 PM Maxime Rousseau says: now thats more like the kind of customer service i'm used to

04 Jan 2007 09:07:34 PM Maxime Rousseau says: uh

04 Jan 2007 09:07:39 PM Maxime Rousseau says: yeah

04 Jan 2007 09:08:04 PM Maxime Rousseau says: can you point me to some linux drivers for the realtek adapter on my PC?

04 Jan 2007 09:08:23 PM Colleen_GWER8809 says: Please hold for a moment.
04 Jan 2007 09:08:48 PM Maxime Rousseau says: oh and I'd need sound card drivers too

04 Jan 2007 09:11:21 PM Colleen_GWER8809 says: Thank you for holding.

04 Jan 2007 09:12:55 PM Colleen_GWER8809 says: Please be inform that we don't have driver for Linux. We can only send you drivers from Windows.

04 Jan 2007 09:13:16 PM Colleen_GWER8809 says: The Link for your Sound Driver is: http://support.gatew...s...=1&id=20817

04 Jan 2007 09:13:24 PM Colleen_GWER8809 says: Is there anything else that I may asist you with?

04 Jan 2007 09:13:33 PM Colleen_GWER8809 says: *assist

04 Jan 2007 09:13:44 PM Maxime Rousseau says: uhmm

04 Jan 2007 09:13:47 PM Maxime Rousseau says: welll...

04 Jan 2007 09:13:53 PM Maxime Rousseau says: i don't think so

04 Jan 2007 09:14:17 PM Colleen_GWER8809 says: It was a pleasure working with you. My name and badge number are Colleen_GWER8809. Thank you for using Gateway Remote Assistance and have a great day.

04 Jan 2007 09:14:21 PM Maxime Rousseau says: well it was a nice hour with you Colleen, but next time, make it faster please

04 Jan 2007 09:14:27 PM Maxime Rousseau says: bye

04 Jan 2007 09:14:41 PM Colleen_GWER8809 says: I aplogize for the inconvinience.

04 Jan 2007 09:14:43 PM Colleen_GWER8809 says: Bye.

04 Jan 2007 09:14:56 PM Colleen_GWER8809 says: I am glad to be of help. Please save the chat log for reference before you exit. If you have no further concerns, just press END SESSION button.


Almost an hour of fun, all for a stupid CD. Way to go Gateway!

This post has been edited by max302: 05 January 2007 - 01:23 PM


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Replies To: Clashing with Customer Service

#2 snoj   User is offline

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Re: Clashing with Customer Service

Posted 04 January 2007 - 08:07 PM

And that folks is why I'll never buy PC from Gateway, Dell, or what have you. And if by the off chance I do, I'll always, always buy a seperate copy of Windows.
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#3 the_hangman   User is offline

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Re: Clashing with Customer Service

Posted 05 January 2007 - 07:01 AM

Quote

And that folks is why I'll never buy PC from Gateway, Dell, or what have you. And if by the off chance I do, I'll always, always buy a seperate copy of Windows.


I know this isn't really contributing, but Amen to that!
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#4 max302   User is offline

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Re: Clashing with Customer Service

Posted 05 January 2007 - 11:56 AM

Actually, what I was trying to prove apart from the fact that costumer service sucks dah ballz, is that fighting with Customer service is worth it. They wanted me to pay for my Cd in the first place, but a little bit of bitching go my message through, and it was shipped for 0$.

I don't want to brag, but in my family, agility with customer service is passed on from generation to generation.
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#5 William_Wilson   User is offline

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Re: Clashing with Customer Service

Posted 05 January 2007 - 12:07 PM

i'm with hotsnoj on this one, i've built 2 of my 4 computers from scratch, my first i bought, but refused the warranty, and my laptop is a dell, but 2nd hand for like $100. I've heard too many horror stories about bad service, plus for the most part i know more than them anyway, so what's the point?

*My university has given me 3 OS so far free of charge, all legal and registered with MS :)
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#6 Nova Dragoon   User is offline

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Re: Clashing with Customer Service

Posted 05 January 2007 - 03:18 PM

This is why you check if the hardware you are buying is compatible with linux before you buy it, then no problems.
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#7 max302   User is offline

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Re: Clashing with Customer Service

Posted 05 January 2007 - 06:01 PM

Actually, that last part was just messing around with the lady, because I saws talking with a clanmember on teamspeak at the same time and he suggested that. I mean everyone nows that the big guys don't offer official support for linux.

I had installed linux as a backup since back in the time my partition set was corrupted and I couldn't boot anymore. I had minimal functionalities working, like cabled LAN, screen with ugly 2:3 resolution (which I could have upgraded if I wanted to, my GPU was compatible). The only things missing were the AMD coproc drivers, sound card, and wifi, although I think that newer versions of madwifi does support my realtek chipset.

Ah! That's what we need! A driver hunt forum.
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#8 Thorian   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 09:40 AM

we canceled a order for 20 gateway laptops the day E-machines bought them out because we knew the support was going to suck from that day forward. I rather perfer discussing cricket matches with the indian tech support team from HP that I have they all sound like they are from liverpool UK.
lovely accents those liverpudlians
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#9 MarkoDaGeek   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 10:58 AM

Good times.

Gateway actually bought out eMachines on January 30, 2004 for $30 million and 50 million shares of stock, the total deal was approximately $234 million.

What can I say, corporate mergers is an interest of mine.
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#10 max302   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 11:22 AM

But hey don't get me wrong, this is a comp I bought retail, and apart from the crappy ass customer service, I can't really bitch about it, it's the best deal I've seen anywhere up to now, even counting big internet guys like Tigerdirect.

The previous sentence had way too much commas.

This post has been edited by max302: 08 January 2007 - 11:23 AM

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#11 Thorian   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 01:35 PM

View PostMarkoDaGeek, on 8 Jan, 2007 - 11:58 AM, said:

Good times.

Gateway actually bought out eMachines on January 30, 2004 for $30 million and 50 million shares of stock, the total deal was approximately $234 million.

What can I say, corporate mergers is an interest of mine.


I really wouldent call it that way now sure that is how it was filed to the SEC to keep it as an american company but the board of directors were all Emachines and Gateways founder and president. Now it is all e machines cause even the founder bailed on that POS company
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#12 eLliDKraM   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 02:05 PM

most customer service stations, at least those associated with multinational conglomerates go through the same few service centers located in various parts of the world, most primarily india. customer service usually never sucks these days because companies understand how much of their profits (especially future generation profits) are obtained from maintaining good customer service and enforcing such. usually you won't hear this from me, but the only way to get results is to be especially nice and connect with them on a personal level.
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#13 max302   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 04:04 PM

Wow. Seriously, I think that's your most meaningful post in a long time.

Bravo.
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#14 eLliDKraM   User is offline

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Re: Clashing with Customer Service

Posted 08 January 2007 - 07:01 PM

bean dick fuck
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#15 Trakker   User is offline

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Re: Clashing with Customer Service

Posted 09 January 2007 - 02:32 PM

had to even it out eh
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