Considering moving from a Dell to a Gateway.... read this first.

How did you resolve it?? I had the same problem on my Dell Inspiron 2200
after 2 years. I had the extended warranty and they sent me a new keyboard

Mel
"RMZ" <> wrote in message
news: ups.com...
> Forunately, I was able to resolve the problem, so there are no damages
> other than the loss of three hours of my time and a sinking feeling at
> the realization of how poor Gateway support is realative to what I was
> use to with Dell and IBM on notebooks.
>
>
>
>
> On Feb 8, 9:28 pm, "S.Lewis" <stew1...@mail.com> wrote:
>> "RMZ" <Jeremy.De...@gmail.com> wrote in message
>>
>> news: oups.com...
>>
>>
>>
>> > Actually Gateway support is now 100% US based (or so they claim). The
>> > problem of incompetence still looms. Here is a case where their
>> > website explains how to replace a part on the notebook in question and
>> > the support staff continue to state "the part is non-replaceable".
>> > When ask to clarify this statement, the support rep states "it's a
>> > physical limitation" (paraphrasing), which is false and implies the
>> > entire computer has to be replaced. Further comments from their
>> > support go on to state complete replacement is exactly what they
>> > intended to do, noting all hard drive data will likely be lost....
>>
>> > Does anyone think this is acceptable? I'm sure their warranty terms
>> > clear them of any wrong doing here, but this is not ethical and what's
>> > more, it cost them more money to take this approach. The question is
>> > why don't they just ship the part? I wonder if there is any legal
>> > option I might have, my guess would be no.
>>
>> Sure there is. State Attorney General's office in California ( I assume
>> Gateway is still HQ'd in San Diego). Call the AG's office about filing a
>> complaint.
>>
>> Bet things will get moving in a hurry if you're allowed to do so.
>>
>> Stew
>
>

Mundo Corp. has a lot of credibility regarding Gateway part numbers. Gateway's
historical habit has been to assign different part numbers to reflect a
different BIOS inside a physically identical motherboard or different suppliers
of parts with identical function, e.g. 24x CD-ROM drives from different
manufacturers built to Gateway spec for front bezel and mounting hardware. This
creates an inventory management problem for anyone stocking spare parts, doing
repairs, etc. Apparently, Mundo Corp. gets some sort of parts cross-reference
info from Gateway, so Mundo can make sense of all this.

It is not uncommon for different models to share the same parts, even notebook
computers. For example, I have recently touched Inspiron models 5100, 5150,
and 5160. Lots and lots of common parts among the three, and many parts in
common with the Inspiron 1100 and 1150. They share the same plastic housing, so
the common parts make lots of sense... Ben Myers

On 8 Feb 2007 23:46:05 -0800, "RMZ" <> wrote:

>Mundo Corp, the leading supplier of Gateway and eMachine after market
>parts (I use the term "after market" loosely, since these parts are
>presumably from the same Asian suppliers Gateway uses in their
>products), Has assisted me in confirming the keyboard in my notebook
>(MX6453) is
>the same keyboard found in all MX6000 series systems. Mundo Corp's
>part labeling is proprietary, but they note for all MX6000 series
>
> http://www.mundocorp.com/
>
>"...Gateway part numbers for this keyboard [is]: 103333, 104820,
>105222,
>105771, 105836, AEMA2TAU015, AEMA1TAU119, QND1KBZZZUTAL1,
>QND1KBZZZUTAD7, QND1KBZZZUTAE5. There may be other compatible part
>numbers.".
>
>In this statement, Mundo Corp is stating that Gateway uses multiple
>part #'s to represent the same part. What's Mundo Corp's
>creditability? Well, they've been around almost as long as Gateway.
>Gateway themselves uses Mundo Corp sometimes for repairs and even
>refers customers to Mundo Corp for service of products they no longer
>support (see the bottom of this page)
>http://support.gateway.com/s/faq/c-c.../cserv67.shtml
>
>Third-party instructions on replacing the keyboard on all Gateway
>MX6400 series notebooks (they have confirmed this includes the MX6453)
>are identical to the MX6000 series and utilize the same photos found
>on gateways site for the MX6000 series keyboard replacement
>procedure).
>http://www.mundocorp.com/kbinstructions/kb_mx6400.html
>
> It's also known in the industry (but not widely advertised) that the
>non built to order notebooks and PCs (all Gateway's non built-to-order
>retail products) are assembled in Asian factories, while their built-
>to-order PC's are assembled in the US. While I do not feel this
>justifies Gateway Support's ignorance on this issue, it does help to
>explain it. If you read the transcript, you'll see I repeatedly ask
>for an explanation and was never given one.
>
>It's probable that in this case their support just doesn't have
>information on file about the components compatibility and the support
>reps are stating what they are required to. I find it incredibly
>disturbing that the leading third-party repair service and parts
>supplier for Gateway products would know more than Gateway does about
>their products, but that is exactly what has happened in my case and
>again, Gateway's troubleshooting process for the keyboard replacement,
>according to a support supervisor would likely result in the system
>HDD being restored/wiped back to a fresh Windows install add to that
>five days of inconvenience to their customer.... There may be more to
>the story that Gateway doesn't wish to disclose, but when you break it
>down, we're talking about the same keyboard part they would be
>providing to their on-line customers, but a much different quality of
>service for brick and mortar retail customers.
>
>Bottom line is this: If you buy a Gateway at Best Buy, CompUSA,
>Circuit City, etc.... It appears you're not going to get the same
>quality of warranty support as if you purchased on-line. This is 100%
>Gateway's fault. Am I the only one who thinks this needs to be
>publicized?
>
>Had I not solved the problem and had to send the notebook in for
>repairs, I would have been out 5 days of work, I would have had to try
>and negotiate new license keys for very expensive industry specific
>software to run on temporary machine (a machine I would have to go out
>and buy), if I failed to negotiate that I could potentially loose a
>client and thus a $50,000+ contract..... you see whee this is going.
>We're talking Gateway's inability to provide reasonable support for a
>$40 part potentially snowballing into a $70,000+ lawsuit. Granted,
>that did not happen, but the point is it would take very little effort
>on Gateway's part to provide this simple level of support.... and it
>would cost them less and it would greatly benefit their customers (how
>many would prefer to keep their HDD in tact and not have to send off
>their system for a simple keyboard transplant, raise your hands
>
>Shame on you Gateway!

Well, either you got lucky or someone is doing a decent job of training
Gateway's support personnel, so they function as something more than script
monkeys... Ben Myers

On 9 Feb 2007 09:17:50 -0800, "RMZ" <> wrote:

>One would think.... In spite of this error, the end result is Gateway
>corrected the problem in a timely way and from the start of the
>incident untill the end I never once had a communication problem with
>the support rep being unable to clearly understand what I was stating
>or vise versa. This is of great value to me.
>
>>
>> I would think that bringing support back to the country of origin
>> would significantly increase sales.
>>
>> On the other hand, it's apparent that most manufacturers feel that
>> outsourcing support financially outweighs any sales gains.
>>
>> What it boils down to is the almighty <fill in the denomination of
>> your choice>.
>>
>> --
>> Notan
>

Gateway support sent me an e-mail offering to send out a replacement
keyboard.....

On Feb 9, 11:10 pm, "MZB" <m...@noway.prudigy.net> wrote:
> How did you resolve it?? I had the same problem on my Dell Inspiron 2200
> after 2 years. I had the extended warranty and they sent me a new keyboard
>
> Mel"RMZ" <Jeremy.De...@gmail.com> wrote in message
>

Not only is it not uncommon, it makes logical sense.... I questioned
the support reps claim that the keyboard is irreplacable after seeing
diagram on www.gateway.com with step by step instructions on how to
change the keyboard on "MX6000 series notebooks". It appears that
document was intended for Gateway customers who purchased a custom
system on-line, but after removing a few screws it took only a couple
minutes to realize the document applied to the system I had, and my
model number is part of 6000 series.

In the e-mail I received from Gateway support, they more or less
confirmed that they do handle warranty support differently on systems
purchased at retail stores vs the built-to-order on-line systems.

"Important Note: Your serial number identifies you as a customer who
purchased from a retail store or authorized reseller. Orders for
these types of accounts go thru specific [support] processing steps."

When a major computer vendor requires an entire system replacement for
a keyboard deflect. Well I think that's the most ineffient thing I've
heard of and I I think it's something others would find interesting
too. I told Gateway I intended to write the editors at ZDNet and CNet
on my experience ... In modern times, negative PR can hurt company
worse than clever advertising can help it. I feel like I had to twist
their arm to get them to make it right, but in the end they did make
it right....I just home the revelate their current system, because
what they were proposing would have not only hurt me (their customer)
but it would have also cost them quite a bit more in terms of labor
time. It's was an extremely poorly managed situation from all angels.





On Feb 10, 12:09 am, Ben Myers <ben_myers_spam_me_...@charter.net>
wrote:
> .....
> It is not uncommon for different models to share the same parts, even notebook
> computers. For example, I have recently touched Inspiron models 5100, 5150,
> and 5160. Lots and lots of common parts among the three, and many parts in
> common with the Inspiron 1100 and 1150. They share the same plastic housing, so
> the common parts make lots of sense... Ben Myers
>
> On 8 Feb 2007 23:46:05 -0800, "RMZ" <Jeremy.De...@gmail.com> wrote:
>
> >Mundo Corp, the leading supplier of Gateway and eMachine after market
> >parts (I use the term "after market" loosely, since these parts are
> >presumably from the same Asian suppliers Gateway uses in their
> >products), Has assisted me in confirming the keyboard in my notebook
> >(MX6453) is
> >the same keyboard found in all MX6000 series systems. Mundo Corp's
> >part labeling is proprietary, but they note for all MX6000 series
>
> >http://www.mundocorp.com/
>
> >"...Gateway part numbers for this keyboard [is]: 103333, 104820,
> >105222,
> >105771, 105836, AEMA2TAU015, AEMA1TAU119, QND1KBZZZUTAL1,
> >QND1KBZZZUTAD7, QND1KBZZZUTAE5. There may be other compatible part
> >numbers.".
>
> >In this statement, Mundo Corp is stating that Gateway uses multiple
> >part #'s to represent the same part. What's Mundo Corp's
> >creditability? Well, they've been around almost as long as Gateway.
> >Gateway themselves uses Mundo Corp sometimes for repairs and even
> >refers customers to Mundo Corp for service of products they no longer
> >support (see the bottom of this page)
> >http://support.gateway.com/s/faq/c-c.../cserv67.shtml
>
> >Third-party instructions on replacing the keyboard on all Gateway
> >MX6400 series notebooks (they have confirmed this includes the MX6453)
> >are identical to the MX6000 series and utilize the same photos found
> >on gateways site for the MX6000 series keyboard replacement
> >procedure).
> >http://www.mundocorp.com/kbinstructions/kb_mx6400.html
>
> > It's also known in the industry (but not widely advertised) that the
> >non built to order notebooks and PCs (all Gateway's non built-to-order
> >retail products) are assembled in Asian factories, while their built-
> >to-order PC's are assembled in the US. While I do not feel this
> >justifies Gateway Support's ignorance on this issue, it does help to
> >explain it. If you read the transcript, you'll see I repeatedly ask
> >for an explanation and was never given one.
>
> >It's probable that in this case their support just doesn't have
> >information on file about the components compatibility and the support
> >reps are stating what they are required to. I find it incredibly
> >disturbing that the leading third-party repair service and parts
> >supplier for Gateway products would know more than Gateway does about
> >their products, but that is exactly what has happened in my case and
> >again, Gateway's troubleshooting process for the keyboard replacement,
> >according to a support supervisor would likely result in the system
> >HDD being restored/wiped back to a fresh Windows install add to that
> >five days of inconvenience to their customer.... There may be more to
> >the story that Gateway doesn't wish to disclose, but when you break it
> >down, we're talking about the same keyboard part they would be
> >providing to their on-line customers, but a much different quality of
> >service for brick and mortar retail customers.
>
> >Bottom line is this: If you buy a Gateway at Best Buy, CompUSA,
> >Circuit City, etc.... It appears you're not going to get the same
> >quality of warranty support as if you purchased on-line. This is 100%
> >Gateway's fault. Am I the only one who thinks this needs to be
> >publicized?
>
> >Had I not solved the problem and had to send the notebook in for
> >repairs, I would have been out 5 days of work, I would have had to try
> >and negotiate new license keys for very expensive industry specific
> >software to run on temporary machine (a machine I would have to go out
> >and buy), if I failed to negotiate that I could potentially loose a
> >client and thus a $50,000+ contract..... you see whee this is going.
> >We're talking Gateway's inability to provide reasonable support for a
> >$40 part potentially snowballing into a $70,000+ lawsuit. Granted,
> >that did not happen, but the point is it would take very little effort
> >on Gateway's part to provide this simple level of support.... and it
> >would cost them less and it would greatly benefit their customers (how
> >many would prefer to keep their HDD in tact and not have to send off
> >their system for a simple keyboard transplant, raise your hands
>
> >Shame on you Gateway!

One other thing to consider.....

It 'could' be that although it's physically possible for the end user to
replace the keyboard themselves, when it comes to a warranty situation,
Gateway has no idea what your skills really are, and to make sure it's done
properly and doesn't end up in a possibly botched repair by the user which
would result in even more warranty work, they would much rather have you
send the laptop back to them so they can be sure the replacement is done by
a qualified person.

If the laptop was not under warranty anymore, perhaps then they would be
more inclined to just send the requested part and let the user do the
replacing.

Just a thought.



"RMZ" <> wrote in message
news: oups.com...
> Not only is it not uncommon, it makes logical sense.... I questioned
> the support reps claim that the keyboard is irreplacable after seeing
> diagram on www.gateway.com with step by step instructions on how to
> change the keyboard on "MX6000 series notebooks". It appears that
> document was intended for Gateway customers who purchased a custom
> system on-line, but after removing a few screws it took only a couple
> minutes to realize the document applied to the system I had, and my
> model number is part of 6000 series.
>
> In the e-mail I received from Gateway support, they more or less
> confirmed that they do handle warranty support differently on systems
> purchased at retail stores vs the built-to-order on-line systems.
>
> "Important Note: Your serial number identifies you as a customer who
> purchased from a retail store or authorized reseller. Orders for
> these types of accounts go thru specific [support] processing steps."
>
> When a major computer vendor requires an entire system replacement for
> a keyboard deflect. Well I think that's the most ineffient thing I've
> heard of and I I think it's something others would find interesting
> too. I told Gateway I intended to write the editors at ZDNet and CNet
> on my experience ... In modern times, negative PR can hurt company
> worse than clever advertising can help it. I feel like I had to twist
> their arm to get them to make it right, but in the end they did make
> it right....I just home the revelate their current system, because
> what they were proposing would have not only hurt me (their customer)
> but it would have also cost them quite a bit more in terms of labor
> time. It's was an extremely poorly managed situation from all angels.
>
>
>
>
>
> On Feb 10, 12:09 am, Ben Myers <ben_myers_spam_me_...@charter.net>
> wrote:
>> .....
>> It is not uncommon for different models to share the same parts, even
>> notebook
>> computers. For example, I have recently touched Inspiron models 5100,
>> 5150,
>> and 5160. Lots and lots of common parts among the three, and many parts
>> in
>> common with the Inspiron 1100 and 1150. They share the same plastic
>> housing, so
>> the common parts make lots of sense... Ben Myers
>>
>> On 8 Feb 2007 23:46:05 -0800, "RMZ" <Jeremy.De...@gmail.com> wrote:
>>
>> >Mundo Corp, the leading supplier of Gateway and eMachine after market
>> >parts (I use the term "after market" loosely, since these parts are
>> >presumably from the same Asian suppliers Gateway uses in their
>> >products), Has assisted me in confirming the keyboard in my notebook
>> >(MX6453) is
>> >the same keyboard found in all MX6000 series systems. Mundo Corp's
>> >part labeling is proprietary, but they note for all MX6000 series
>>
>> >http://www.mundocorp.com/
>>
>> >"...Gateway part numbers for this keyboard [is]: 103333, 104820,
>> >105222,
>> >105771, 105836, AEMA2TAU015, AEMA1TAU119, QND1KBZZZUTAL1,
>> >QND1KBZZZUTAD7, QND1KBZZZUTAE5. There may be other compatible part
>> >numbers.".
>>
>> >In this statement, Mundo Corp is stating that Gateway uses multiple
>> >part #'s to represent the same part. What's Mundo Corp's
>> >creditability? Well, they've been around almost as long as Gateway.
>> >Gateway themselves uses Mundo Corp sometimes for repairs and even
>> >refers customers to Mundo Corp for service of products they no longer
>> >support (see the bottom of this page)
>> >http://support.gateway.com/s/faq/c-c.../cserv67.shtml
>>
>> >Third-party instructions on replacing the keyboard on all Gateway
>> >MX6400 series notebooks (they have confirmed this includes the MX6453)
>> >are identical to the MX6000 series and utilize the same photos found
>> >on gateways site for the MX6000 series keyboard replacement
>> >procedure).
>> >http://www.mundocorp.com/kbinstructions/kb_mx6400.html
>>
>> > It's also known in the industry (but not widely advertised) that the
>> >non built to order notebooks and PCs (all Gateway's non built-to-order
>> >retail products) are assembled in Asian factories, while their built-
>> >to-order PC's are assembled in the US. While I do not feel this
>> >justifies Gateway Support's ignorance on this issue, it does help to
>> >explain it. If you read the transcript, you'll see I repeatedly ask
>> >for an explanation and was never given one.
>>
>> >It's probable that in this case their support just doesn't have
>> >information on file about the components compatibility and the support
>> >reps are stating what they are required to. I find it incredibly
>> >disturbing that the leading third-party repair service and parts
>> >supplier for Gateway products would know more than Gateway does about
>> >their products, but that is exactly what has happened in my case and
>> >again, Gateway's troubleshooting process for the keyboard replacement,
>> >according to a support supervisor would likely result in the system
>> >HDD being restored/wiped back to a fresh Windows install add to that
>> >five days of inconvenience to their customer.... There may be more to
>> >the story that Gateway doesn't wish to disclose, but when you break it
>> >down, we're talking about the same keyboard part they would be
>> >providing to their on-line customers, but a much different quality of
>> >service for brick and mortar retail customers.
>>
>> >Bottom line is this: If you buy a Gateway at Best Buy, CompUSA,
>> >Circuit City, etc.... It appears you're not going to get the same
>> >quality of warranty support as if you purchased on-line. This is 100%
>> >Gateway's fault. Am I the only one who thinks this needs to be
>> >publicized?
>>
>> >Had I not solved the problem and had to send the notebook in for
>> >repairs, I would have been out 5 days of work, I would have had to try
>> >and negotiate new license keys for very expensive industry specific
>> >software to run on temporary machine (a machine I would have to go out
>> >and buy), if I failed to negotiate that I could potentially loose a
>> >client and thus a $50,000+ contract..... you see whee this is going.
>> >We're talking Gateway's inability to provide reasonable support for a
>> >$40 part potentially snowballing into a $70,000+ lawsuit. Granted,
>> >that did not happen, but the point is it would take very little effort
>> >on Gateway's part to provide this simple level of support.... and it
>> >would cost them less and it would greatly benefit their customers (how
>> >many would prefer to keep their HDD in tact and not have to send off
>> >their system for a simple keyboard transplant, raise your hands
>>
>> >Shame on you Gateway!
>
>