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Gateway/Acer Complaint - Computer seems to have been damaged at repair center. - Repair on a 6 week old Gateway laptop.

Repair on a 6 week old Gateway laptop. - Complaint
Review by fergiejan on 2011-05-10
IRVINE, CALIFORNIA -- I purchased this laptop on Home Shopping Network, advertising it as the only computer you will need for the next 5 years. After only 6 weeks of use, I had issues with it powering on. Used all the info in owners manual before calling repair. I was very aggressive in my demands for a new laptop, no I was told send it to repair center in TX by an customer service representative in the Phillipines. Then told by Escalations personnel that I had no options but to pay for shipping to TX, cost me $20. Before shipping back, we noticed that the port for the AC/DC adaptor plug was too far recessed in, thus the plug was not making a connection. Computer was in perfect condition, only needing new jack/port for the battery cable. I included a note with the computer notifying them that was all that was needed. Received email stating computer was received at repair center, 6 business days later received call stating due to all the damage and repairs, they would have to replace parts with non matching parts. I asked why would they be needing those parts when there was only one issue. To cut it short, the computer was damaged between the time it left me and up to 6 days after Acer repair center received my laptop. Gateway/Acer is stating the damages weren't covered by warranty they were just doing me a favor. Also the mother board was replaced and a broken key!!! How did this all happen when all they needed was to replace the port for the cable? Questioned why they would accept the computer in that condition(damage not covered by warranty) and then wait 6 business days to contact me. They are dumbfounded and without an answer, but my only option is to take the non-matching casing panel or they will just send it back damaged. DO NOT BUY ACER/GATEWAY computers. The warranties are worthless and they obviously drop your oomputers before they repair them. No way would they have accepted my laptop for a simple repair if there was a cracked casing panel piece, broken key, and in need of a new mother board after 6 weeks of use!!! THEY ARE DISHONEST AND SELL LEMON COMPUTERS.
Comments:
Posted by 2ruthtech on 2011-05-11:
Sadly these types of things happen and I am sorry for your trouble but to be honest any company is going to be a hassle your best bet is to go with a computer with a really good added on protection plan. Research that companies plans and cover all bases.
Posted by Inat on 2011-05-11:
well, the power port is more than likely soldered onto the main board so cannot simply be replaced without replacing the entire board.

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