What to do about multiple failed warranty repairs?

AlanH

I've posted here before.  I bought a factory refurbished Gateway ZX-6980 all in one about four months ago.  Not long after I got it, I found out that it would randomly die . . . like somebody pulled the plug . . . and corrupt files . . . but only maybe once a week.  95% of the time it boots up fine, but once in a while it gives 4 short beeps on POST, indicating a motherboard problem, and stays on a dark screen . . . or it crashes during boot to a scrambled splash screen.  95% of the time it will pass the Windows Memory Diagnostic Utility, but sometimes it indicates a hardware problem and stops responding . . . or hangs up with a scrambled screen.

 

The 90 day warranty period is actually over, but since it was never fixed yet, it's now back at the Teleplan facility (Acer's contract refurbisher) for a third try at service.   The other times it was there, it must have ran fine for them on the test bench and they just sent it back unrepaired.  I'd guess that there is about a 95% chance that it will work fine for them when they test it and they'll send it back unrepaired again.

 

This time I sent along detailed descriptions of the problems and actual photos of the computer screen showing the error states.  This is getting old.  The computer has been out for repair for longer than it's been in my house.  How can I get a warranty facility to fix my defective computer if it won't stay broken long enough for them to find the problem?   

finlux

Hi Alan

 

This is frustrating! But you've done the right thing by enclosing pictures and documentation. Now they KNOW there is something wrong with it, even if it doesn't show 95% of the time.

 

It may be a long wait for you (and them) while they test your PC for faults, but now they should be able to do something about it.

 

Keep us posted!

AlanH

Well . . . I got my Gateway ZX6980 back from the third attempt at warranty repair and the original problem remains.  It's still unstable and it fails the Windows Memory Diagnostic utility.  I'm not sure what to do. Maybe I'll cut my losses and just throw it away.  The warranty repair facility seems unable to repair a simple problem, even with detailed descriptions and photos of the display showing failed tests and scrambled screens. In fact I see no evidence that they ever opened the case to replace anything.  This whole thing just makes me sick.

finlux

Bloody Hell! That sort of service stinks!

 

The ZX6980 is a good machine, it would be a shame to throw it away. My advice to you would be to take it to a reputable PC repair store, and pay for it to be fixed.

 

I'd also send a copy of the bill directly to the CEO, with a letter of complaint. It would be unlikely they''d pay, but that standard of service needs to be known.

 

 

AlanH

Well . . . after contacting them, Secondipity sent me an email saying to wait another week for them to get the repair report and they would contact me.  I waited a week and called them back. 

 

They are having me send the computer back for a fourth time, this time to their warehouse rather than Acer's refurbisher, Teleplan.  They say if they find the computer to be defective, they will replace it . . . once a similar unit becomes available.  Historically, it will often function normally for a day or two between the periods of time when it starts crashing, stops booting, and fails the Windows memory test.  I sure hope it's not having a good day when they test it.  This model is now out of production.  I also hope a similar replacement actually becomes available before too long. 

 

I bought this computer last August, and it's never been right.  Because this one is seldom not out for repair, I bought a cheap Black-Friday-Loss-Leader-Special HP desktop tower to use while waiting for the ZX6980 to be fixed.  The HP is not as nicely equipped, but performance-wise, it's been flawless.  At least I have one to use . . . 

finlux

Keep us informed Alan - I hope you get this problem finally solved to your satisfaction.

AlanH

Going on three weeks and no resolution.  When I inquired a week ago, they said that they were going to see if it was really broken. It's never been right, and has been basically unusable since last October.  Here is a photo of the screen from the third time it was sent back to me not-repaired.  About 75% of the time the memory test runs fine, but at other times it either hangs with a scrambled screen or reports errors and then stops responding.  Sure looks like a problem to me . . .

 

finlux

I agree Alan - it looks like a problem to me too!

 

Just hang on in there - if the problem is intermittent, I suppose they need to see it for themselves - despite the pictures proving it!

 

Here in the UK, we have a "consumer rights" dept called Trading Standards. They can help things along if a retailer/manufacturer are dragging their feet over something. Is there a similar group where you are that can help too?

Cory-Acer

@AlanH

 

I'm sending you a private message to get some more information. I understand the situation is furstrating you at this point. I appreciate your knowledge of the situation, but we also expect our refurbished partners to provided the same level of service we provide ourselves. I'll do what I can to help get a resolution as soon as possible.

AlanH

Thanks!  PM sent.

AlanH

Thanks again.  That didn't take long.  I just got an email from the seller offering to replace the unit with something of comparable value.  There wasn't an all-in-one listed on their site, but I was able to put together a combination of a desktop tower and monitor that came to within a penny of the original price.  The specifications aren't quite as good, but I don't have very demanding needs.  As long as the equipment is reliable, I'll be happy with it.  

Cory-Acer

Great Alan, thanks for sharing! Sorry it got to the point where you had to come post about it, but I'm glad it's getting resolved for you.

AlanH

Thanks again for your help!  

 

I'm a grey-haired engineer in the factory automation field and use computers every day in my work.  I have been writing computer code since the days of punched cards. I used to build and repair a lot of computers back in the day and I'm still the unofficial tech support guy for most of our friends and family.  On the bright side, having all these computer problems and setting things up multiple times from scratch has really given me an understanding and appreciation of the new features in Windows 8 and 8.1.   

 

I understand how hard it is to diagnose and repair an intermittent problem . . . I really do . . . especially if he problem goes away for days at at a time only to return again. Really, how can you tell if it's actually fixed if it won't stay broken long enough to give it a fair test?

 

I'm just glad that it looks like my recent computer woes will be resolved shortly, as the replacement unit is on the big brown truck to be delivered today.  

finlux

Hi Alan

 

That's great news! I'm glad Cory was able to help you on this matter!

AlanH

Well . . . I sent back a $450 all in one and they agreed to replace it with something of equivalent value.  They didn't have an all-in-one on their website, so I said I'd settle for a $360 tower with a $90 monitor . . . not as nice as an all-in-one, but it would work, and it would be the same equivalent cost as what I sent in.  I got the tower last week, but no monitor so I haven't been able to try it out.  I inquired about the monitor.  They replied this morning and apologized for the "miscommunication" and said that the replacement was the $360 tower only.  Oh well, at least I have something that probably works . . . I hope.

AlanH

I went out and bought an Acer 19.5" monitor on sale at the local Best Buy.  It seems like a pretty OK unit, decent clarity and brightness.  I like the matte screen a little better than the glossy one on the touch-enabled all-in-one.

 

The new desktop unit seems fine and reasonably fast despite having only so-so specifications. I plan to use it for doing some home recording, so I was pleased that it was very quiet. There was a lot of preloaded software on it, most of it useless to me.  There was one program that connected the computer to the "Acer Cloud" that was tricky to uninstall, but the rest uninstalled pretty easily.  The machine didn't seem to like Windows Updates very well either, as the second round of updates had multiple failures, even after I restored the computer and started over . . . a driver conflict, I suppose.  I was still able to manage to get Windows the 8.1 upgrade to install correctly and subsequent updates have worked, so all is well. 

 

 

 

AlanH

I got a call this evening from someone at Secondipity.  She said she read my file and saw how much trouble I was having getting this computer issue resolved, apologized and said they would send me out a monitor tomorrow.  It's been a struggle, but I'm glad it seems to be finally resolved.  My replacement computer is working well. I'm not sure if Cory had a had a hand in the latest development but I want to express my thanks once again. The folks at Secondipity and Acer are first class!

Cory-Acer

Very nice Alan. Glad to hear they were able to make things right for you.

AlanH

Cory . . . you guys have a customer for life!  Thanks again!

AlanH

Since I posted here so much already, I thought I'd give you all a possible final update.  My replacement computer is running great.  I was sent an even bigger and nicer monitor than I asked for and it is bright and clear.  I have the computer all set up with my software installed and customized.  It's fully integrated into my home network, file and printer sharing, etc.  I was a little concerned that the combination of a "Celeron" processor and only 4 GB of memory might be a little weak, but that hasn't been the case at all.  The computer boots up quickly and runs all of my software without a problem.  The T3-600 tower is nicely designed and all of the ports are conveniently located.  It looks to be easy to access everything for any future upgrades. Well done, Acer. Well done.