E-MACHINES MODEL #T6420 REPAIR OR REPLACE

On 2/28/06 I purchased a E-MACHINES package deal from Best Buy. I had the

unit for about nine months when the problems began. The computer required

several attempts to boot up. I called Gateway tech. service for help with the

problem, but everything we tried did not help. Called a second time, same

results. I informed the tech. that I was going to bring the unit into Best Buy for

testing, which is an authorized repair facility for Gateway. The testing cost

me $69.00, the results, a hardware problem. The unit was returned to me with

the motherboard replaced. I had to return on 2/27/07, one day before the

warranty was to expire, with the same problem. Again, a motherboard was

installed. The machine seemed to be working fine until 7/11/07, when at this point, it

would not boot up at all. Brought it back to Best Buy and was told that it

was past warranty, and that I would have to deal with Gateway.

I called the tech. service number and explained my problem. I was told

to write to Consumer Service and enclose the repair records. The person who

called, was rude and almost robotic in the way she explained their answer to my

letter. I was not going to receive any service, replacement, or refund for

the machine because I did not have the repairs done by Gateway and the

warranty was over. When I explained that the problem started while under warranty,

and had not been repaired successfully, she said they did not repair it so

they have no records of repair. I told this person I thought she was being rude,

she hung up on me.

Next, I wrote to the "Executive Response Team". Received a call from

Gateway. To my horror, same women, same answers. Not as rude this time, but I

sensed a hint of enjoyment in her voice. I will next try the Attorney General's

Office of SD, BBB, local television station. I will not quit until I have

exhausted all my options.

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