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Richard of Dallas TX (02/14/06)
After I unpacked the computer and started it up it locked up. I called emachines technical support. they walked me through many steps to determine if it was a software problem or hardware. I am also a computer tech and both he and I determined that it was most likey a motherboard problem or memory. he put that in the notes and asked them to change the motherboard. I sent it in they changed the dvd drive and sent it back to me.
It continuously locked up again and so I called and went throgh it again. I sent it a second time and they changed the memory. i got it back the second time and it wouldnt boot at all. I called a third time and the gentleman told me that becuase I had had so much trouble they would just swap me out with a new computer to resolve this issue. I sent it in a third time and when it came back it was the same machine and the had swaped the CPU instead.
Each time the tech answering the phone instructed them to swap the motherboard and they did not. I called the fourth time and spoke to a manager. I expressed that I was unhappy with their support and that I had had a computer I could not use for 2 months so far. I asked about the "new" computer that I was supposed to have gotten back instead and he informed me that that was not their policy and that they did not make that claim. The manager was rude and could care less if I got my issue resolved. All he cared about was stating policy to me.
I had to complain and be less than cordial to him to get him to transfer me to their USA technical department. they assured me they would take care of this matter. I have yet to receive the shipping box and feel that this matter is in incompetent hands. Norman of Boiling Springs, SC February 10, 2006
Norman C of Boiling Springs SC (02/10/06)
Purchased an EMachine, model T3958, on 11/26/2005. Since the piracy laws, any new computer purchase doesn't come with hard copies of applications, like Windows XP, Nero DVD applications, Microsoft Suites, etc. So I had to go through EMachine's procedure to make a backup of system's original configurations; hence the Recover CDs. Well, guess what, the procedure failed because it couldn't complete all four blank CDs. In other words, it just kept wasting my blank CDs and DVDs. I called Tech Support, mentioned my problem, and even asked them to walk my through. To me, it seems fair, because I just bought the unit. Well, they walked me through and it failed also. They then, after putting me on hold for 15 minutes, came back to me and said that they'll send me the Recovered CDs for free.
Note these are not blanks. So I asked if there's anything they need from me. "No", since they already have my info and the serial number of the unit. A month went by, by end of December 2005, I called to inquire status of CDs. Operator #71040 (forgot her name), kept putting me on hold on every question. Finally she came back and asked for my credit card number. Why, I asked. Because the CDs are not free (20). Now normally I would pay for it, but by principle, the unit is still under warranty and I didn't cause the problem. So I argued with her, to which she put me on hold again.
She came back 15 minutes later and said that she checked with her supervisor and there's no such thing as free CDs. I reiterated that I was not the one who originally offered myself the free CDs. And again why should I have to pay? She again put me on hold then came back after 15 minutes. She would not yield. So I brought up the idea of warranty. What if I request a service call and have the unit sent back to them so they can figure it out. Again she put me on hold and came back after 15 minutes. She proceeded to say, to my surprise, that she checked my S/N and it's outside the warranty period. How? I bought it a month ago!
No, she said, there's no proof of that and all she can go with is the build date of the unit which is just over one year. So I asked what is the procedure to proof that I bought the damned thing a month ago. She gave me a fax number and asked me to fax proof. At this point I was furious so I tried one more jab. I told her if it this much trouble for 20, I'll just get my money back. She again put me on hold and came back later. She said EMachine won't do that; I've to bring my unit back to the store I purchased from.
All the above took roughly two hours (long distance call), and my last trial was to request to speak to her supervisor to which she said a minimum of 45 minutes wait. I said "Just let me speak to your supervisor". She put me on hold and I immediately hung up. We all know where this is leading and I decided to not waste my time anymore.
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