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

What follows is a true story of my interaction with Gateway
support,based on this experience I will never buy another Gateway
product. I feel if others knew what they were getting into they may
feel the same way, so I am posting my experience to inform others who
may be considering transitioning from a HP to a Gateway PC.

I purchased a Gateway MX6453 in early January 2007, less than 30 days
later one the keyboard keys began having a problem, I got on-line with
a support rep and at first I was told they would need to secure a $75
authorization on my credit card and then they would send me the part
which I could install... I would send the defective keyboard back in a
prepaid mailer and the $75 would not be charged. I was thinking,
wow... these guys are great...

But after taking my credit card information I was told "I'm sorry, the
part is not replaceable". When I ask them to clarify what this ment I
was told "... it means that we will not be able to replace your
keyboard, the computer itself will have to be replaced". I then asked
if this meant I would loose all my hard drive data and I was told "...
most likely, you will need to back up everything".

I then pointed the support rep to this article on gateways own website
explaining how to change out the part in all MX6000 series notebooks:
http://support.gateway.com/s/Manuals/Mobile/8511369.pdf

My system is identical to all photos shown in this document, in fact
the document referenced above shows up when I drill down into th user
guides section of my customized support page (built around my model #
and serial), when I unscrewed and removed the bottom panel as shown in
this document, I found screws in all the right places and I discovered
the keyboard in my notebook is in fact (and to no surprise) most
definitely replaceable. I also found am abundance of MX6000 series
replacement keyboards on EBay, which again to no surprise look
identical to the keyboard in my system.

So the question is why is Gateway forcing retail customers to send in
their notebooks for repairs, advising the customer they will probably
be forced to reinstall everything (potentially loose days of work) and
be forced in a situation without their PC for five to seven days,
while for on-line customers they simply providing the part and
catering to the customer....

To top all of this off, the support rep could not explain any of
Gateway's policies on this. I requested and got to speak with the
supervisor, he reviewed the entire chat session and still could not
provide any help.

What follows is a complete transcript of the chat session with
sensitive information edited to protect the support reps and my
privacy (the reps aren't responsible here, Gateway is). This is a real
transcript.

================================================== ===========================
Sheila_GXXXXXXX says:
Welcome to Gateway Chat. My name and badge number are Sheila_GXXXXXXX.
I am looking at your
account and the information you submitted. I will begin
troubleshooting with you in just a moment.

Jeremy DXXXX says:
Hello

Jeremy DXXXX says:
Ok

Sheila_GXXXXXXX says:
Hi there Jeremy. Before we begin I just have some verifications.<br>

Jeremy DXXXX says:
Ok

Sheila_GXXXXXXX says:
According to your submission, the serial number for your Gateway
system is Txxxxxxxxxxxx and the model number of your system is
MX6453. Is this correct?<br>

Jeremy DXXXX says:
yes

Sheila_GXXXXXXX says:
Is jeremy.dX...@gmail.com your current email address?<br>

Jeremy DXXXX says:
yes

Sheila_GXXXXXXX says:
Thank you for verifying your information. I see some opportunity here
to enhance your computer experience. Let's resolve the issue first
and then discuss these options.

Jeremy DXXXX says:
ok

Sheila_GXXXXXXX says:
I understand that there is a problem on the keyboard, right? Can you
tell me more about it.

Jeremy DXXXX says:
yes... the left "Shift" key became hard to press today. It still
works, but I have to press down hard in the center of the key to make
it take effect. All the others keys on the keyboard work fine. As you
can see the computer is less than 30 days old.

Jeremy DXXXX says:
I would like to know if the keyboard is designed so that the
individual keys can be removed and put back on.

Jeremy DXXXX says:
something strange just happend

Jeremy DXXXX says:
are you still there?

Sheila_GXXXXXXX says:
Yes.

Jeremy DXXXX says:
ok

Sheila_GXXXXXXX says:
Please describe any changes you made around the time the issue
started.

Jeremy DXXXX says:
no changes

Jeremy DXXXX says:
I was just in the middle of an e-mail

Jeremy DXXXX says:
the key feels different, it takes more force to press the left Shift
key down than any of the other keys

Jeremy DXXXX says:
that also started today, same time so I know its related.

Sheila_GXXXXXXX says:
Based on the troubleshooting that we have done, we have determined
that the keyboard will need to be replaced for your computer. <br>

Sheila_GXXXXXXX says:
I am able to send you the replacement part so that you can install it
as soon as it arrives, on your own or with the assistance of technical
support. Included with your replacement part are instructions on how
to remove the defective part and install the replacement part.<br>

Sheila_GXXXXXXX says:
In order to send out the replacement part, I will need to preauthorize
a credit card for $75.00. The $75.00 is only preauthorized and will
not be charged unless the defective part is not returned within ten
days of when you receive the replacement part. You will receive a
prepaid shipping label with your replacement part that should be used
to return the defective part to us without any cost to you<br>

Jeremy DXXXX says:
ok

Jeremy DXXXX says:
Are you ready for that card number?

Sheila_GXXXXXXX says:
To place your replacement order I will need the following: <br>1)
Street Address<br>2)
City<br>3) State<br>4) Zip

Jeremy DXXXX says:
[edited to remove sensitive information]

Jeremy DXXXX says:
Do you need any other information?

Sheila_GXXXXXXX says:
Please continue to wait.

Jeremy DXXXX says:
ok

Sheila_GXXXXXXX says:
Jeremy, I do apologize, but this system the keuboard part is not
replaceable.

Sheila_GXXXXXXX says:
With this you will need to send the system to us for service.

Sheila_GXXXXXXX says:
I can setup a Service Request for you, which will authorize your
repairs. We will send you a pre-paid shipping label so you can send
the notebook to us. The Shipping label and box will be sent out within
2-3 business days after the Service Request is issued. When you
receive the shipping label attach it to the outside of the box. <br>

Sheila_GXXXXXXX says:
Before sending your system in for repairs, please verify that any
media such as games, music, or your Restore CD have been removed from
your CDROM, DVD, or CDRW drive plus any third party hardware such as
added RAM, video cards, etc. <br>

Sheila_GXXXXXXX says:
Please send battery and AC Adapter in with the Notebook. Please do not
include any other peripheral hardware you may have hooked up to the
notebook. Please also verify that the Notebook has been packaged for
safe transit, as you will be responsible for any damaged incurred to
the system in shipping. Once the Notebook is received at the
warehouse, it may take up to 7-10 business days for the computer to be
repaired and sent back. <br>

Jeremy DXXXX says:
I can't give up the notebook at this time, I use it for business and
I'm at a critical juncture where I could loose hundreds of dollars for
each day without my PC.

Jeremy DXXXX says:
Why can't gateway just send me a replacement?

Jeremy DXXXX says:
I can buy a replacement part second-hand and www.gateway.com gives
instructions on how to change the keyboard

Jeremy DXXXX says:
This is very upsetting

Sheila_GXXXXXXX says:
No Jeremy, I can't process the replacement because the part is not
replaceable.

Jeremy DXXXX says:
Can you explain that?

Jeremy DXXXX says:
How is it not replaceable?

Sheila_GXXXXXXX says:
I do apologize for the inconvenience this issue has brought you but
you will need to send the system to us to replace the keyboard.

Jeremy DXXXX says:
Ok... I understand you have limited control here. Can you give me the
name of a supervisor at Gateway support.

Jeremy DXXXX says:
This product is less an 30 days old.... I understand parts break, but
I can buy the part second hand and replace it myself... it makes no
sense that gateway can't send me the replacement part..... Especially
given that you provide instructions on how to replace it. I'm the kind
of person who will take things like this to the next level on
principle, can you at least give me an explanation?

Sheila_GXXXXXXX says:
The name of my supervisor is Joseph_GWXXXXXX.

Sheila_GXXXXXXX says:
I can transfer you to my supervisor.

Jeremy DXXXX says:
As you can see I'm very serious about this... I don't mind waiting

Sheila_GXXXXXXX says:
Jeremy, here's Joseph my Supervisor.

Jeremy DXXXX says:
Thanks.

Joseph_GWXXXXXX says:
Hello Jeremy! Please allow me a moment to review your chat session.
Thank you.

Jeremy DXXXX says:
Hi Joseph... No problem.

Joseph_GWXXXXXX says:
Thank you for waiting, Jeremy. I appreciate your patience.

Jeremy DXXXX says:
thank you for taking the time to talk with me

Jeremy DXXXX says:
well, you see where I'm at.

Joseph_GWXXXXXX says:
It appears that one of the keys of your keyboard is not functioning
well.

Joseph_GWXXXXXX says:
No problem, Jeremy.

Jeremy DXXXX says:
That's right and I feel like, since it's practically brand new, I'm
just a bit upset about

the way this is being handled

Joseph_GWXXXXXX says:
I have check our records and unfortunately the keyboard of your
notebook is not replaceable.

Jeremy DXXXX says:
can you explain what that means

Joseph_GWXXXXXX says:
The only way to replace it is to send in your notebook to our service
facility.

Jeremy DXXXX says:
According to the gateway website it is replacable.

Jeremy DXXXX says:
Instructions for replacement the keyboard on the Gateway MX6000 series
keyboard is posted on-line

Jeremy DXXXX says:
The part (keyboard) is available on ebay and other on-line etailers.

Joseph_GWXXXXXX says:
We cannot possibly arrange a replacement for your keyboard according
to your system information.

Joseph_GWXXXXXX says:
Can you provide me that link please?

Jeremy DXXXX says:
Yes... hold on just a moment

Joseph_GWXXXXXX says:
Thank you.

Jeremy DXXXX says:
http://support.gateway.com/support/m...0/MX6000.shtml

Jeremy DXXXX says:
See the Hardware reference guide hyperlink

Jeremy DXXXX says:
It shows instructions on how to replace the keyboard, all the
instructions provided and pictures match this notebook in terms of
placement of screws, etc...

Joseph_GWXXXXXX says:
Thank you. Please let me check my resources again. Please hold.

Jeremy DXXXX says:
Again, my notebook is the MX6453

Joseph_GWXXXXXX says:
I am still verifying your notebook's components, Jeremy. I apologize
for the wait.

Jeremy DXXXX says:
I don't mind waiting

Joseph_GWXXXXXX says:
Thank you for waiitng, Jeremy.

Jeremy DXXXX says:
Are you telling me that I can not follow the MX6000 keyboard
replacement instructions posted

on gateway's website?

Joseph_GWXXXXXX says:
Unfortunately, the keyboard part is not one of the components of your
notebook that is replaceable.

Joseph_GWXXXXXX says:
Therefore, I'm afraid that I cannot process a replacement keyboard for
your notebook.

Jeremy DXXXX says:
If I send the notebook in for replairs will I loose everything on the
system?

Joseph_GWXXXXXX says:
I apologize for any inconvenience or frustration caused by this issue.

Jeremy DXXXX says:
When you say the part can not be replaced, do you mean the terms of my
warrenty do not allow it or physically the hardware does not allow
it...

Joseph_GWXXXXXX says:
Yes Jeremy. Please back up any important information before sending
your computer to us via Service Request as it is very likely that a
destructive restore will be ran on the computer while it is at the
warehouse.

Joseph_GWXXXXXX says:
It is physically the hardware, Jeremy.

Joseph_GWXXXXXX says:
Once the system is received at the warehouse, it may take up to 3-5
business days for the computer to be repaired and sent back.<br>

Joseph_GWXXXXXX says:
We will send you a pre-paid shipping label so you can send the system
to us. The Shipping label and box will be sent out within 2-3 business
days after the Service Request is issued.

Joseph_GWXXXXXX says:
When you receive the shipping label attach it to the outside of the
box. Before sending your system in for repairs, please verify that any
media such as games, music, or your Restore CD have been removed from
your CDROM, DVD or CDRW drive.

Joseph_GWXXXXXX says:
In addition, please do not include any other peripheral hardware you
may have hooked up to the system.

Joseph_GWXXXXXX says:
Is there anything else I can assist you with?

Jeremy DXXXX says:
No, thank you.

================================================== ============================

Just wanted to follow up and state that Gateway support has now
changed their tune.... I have no way of knowing if making all of this
public helped in that cause, but after posting a compliant to Gateway
about the quality of their support on this I was received this morning
and was told they could in fact send me the replacement part.

It's possible this was an honest mistake on their part, since I had to
get a supervisor involved and the supervisor gave me the same false
information I don't think it was an honest mistake, but the point is
now they are willing to cooperate and do the logical thing. As noted,
I don't even need the keyboard replacement at this point, so this is
one of those battles on principle and I'm glad Gateway is doing the
right thing here.

Also, it's worth noting that my experience with Gateway up until this
point has been excellent. Their support may have been wrong on this
initially, but I really appreciated that I was not talking to a
someone in a foreign country who could barely speak English (as is the
case with most support these days). I commend them for bringing the
support back home and for changing course on this incident.