Archives for: January 2009
Gateway 'Service' Experience
So I buy a Gateway 160GB USB external hard drive from CircuitCity.com in late November 2007. Gateway calls it a 'Portable Media Drive' and it says it has a 1 year warranty from Gateway, which I think is rather short for a drive warranty, but the price is right and I need one for backing up my laptop's hard drive. It has a Seagate OEM 2.5" harddrive inside the unit. This is the unit on Gateway's website.
It works and I use it for months with my laptop, but then in late March and early April, I start having problems with the drive. I seem to be losing some data, and seeing odd behavior when accessing the drive. I run a Scandisk check on it, and it reports several bad sectors. I continue to use it. A week or two later, I'm really having problems with the drive. The FAT appears to have been corrupted, and my data is getting difficult to access. I can barely access the drive, as it hangs the operating system for a while when I plug the drive into a USB port. Another Scandisk check reports over 10,000 bad sectors. The drive is obviously failing. I discontinue using it and put it aside for me to deal with later. Over the next few months, I manage to recover some data off the drive that I need. When done with that, I try to reformat, but the drive isn't cooperating and a full format never completes.
It's now June 18, when I first contact Gateway support. I get an inkling of what to come when the help agent's software apparently can't deal with the fact that my drive, though supposedly with a Gateway warranty, is neither a laptop or a desktop computer system, with the accompanying laptop or desktop serial number, and so she can't enter it into her system. She manages to get rid of me by pointing me toward a diagnostic hard drive utility, and suggests that I call customer service again if I still have problems.
On Friday, August 22, I call customer service again, and I am passed along like a hot potato between several departments and agents, and all of them continuously ask whether my problem is with a Gateway laptop or a desktop computer system. They seem unable to deal with the fact that I have a peripheral device supposedly covered by a Gateway warranty, even when I explain it to them in simple terms. Their excuse is that the support system that they use can only handle laptops or desktops, and that they must use this system. There is apparently nothing they can do with peripherals, since they can't even enter it into their system to start the process.
I finally get passed up to Chris in Level 2 Support, since everyone else along the way can't seem to help me. Chris explains to me the limitations of the system they use, after we go through the whole "is it a laptop or a desktop?" ordeal again. I politely tell him that it seems like a broken system from my point of view. I explain my problems to him, and he seems sympathetic to my plight and tries to help me. He wonders if my warranty is actually a Gateway warranty, perhaps it is covered by another company, and surely it must have a different customer service phone number on it? Nope, the phone number on it is the same phone number I called that got me there to talk to him. (This is the exact Gateway warranty document enclosed with my portable drive.) Well, maybe, he says, you can take it back to Circuit City and they'll replace it for you? I say nope, it's been longer than 30 days since I bought it, and why would Circuit City replace a product under warranty that Gateway said they would warranty? He agrees, and is apparently just tossing out ideas for possible solutions. Seagate, the drive manufacturer, is also brought up as a possibility, but I know that an OEM drive such as this one is specifically sold without a warranty by the manufacturer, since the company using it as a component in their own product (which is Gateway) is supposed to warranty it.
Chris has been in talks with his supervisor, and, apparently, other managers, about what they can do for me. The supervisor(s) remains a shadowy figure in the background through it all, and refuses to talk to me directly. After much discussion among themselves while I wait on hold, Chris says that they may be able to help me, (presumably by replacing the drive?), but they need a copy of my receipt and such to verify my claim. Chris wants me to fax these documents in (apparently their system can't handle email either). When I fax them in, and he verifies them, he will call me back on Monday, as it is now late on Friday afternoon. So, I fax them the documents he wanted within 30 minutes of getting off the line with Chris. But come Monday, I get no return call. In fact, I get no return call at all. At this point the story ends rather anticlimactically... I got caught up in my own life and didn't have the available time, or desire, to track down Chris through the Gateway support phone system to find out what happened about the replacement for a $70 drive. But I've seen enough of Gateway's rigid and inflexible support that I will never even consider buying a Gateway laptop or desktop. Even if I did have a laptop or a desktop to get over that first hurdle, I suspect that if I had a problem that didn't fit into the neat little organizer slots in their system, that my experience would be this same run around all over again. And who needs that? I'm quite happy with my Dell XPS laptop, and I get treated much better by Dell XPS support, who, so far, actually seem to be capable of solving my issues with their products.
PETA - Sea Hamsters?
So... PETA, would shrimp, lobster and other sea crustaceans be... sea hamsters??? We really want to know.
K found this on the internet... on one of her boards.
I’m thinking of starting a counter campaign after talking to my mom a little while ago. The conversation likely would have resulted in wild shrieking from the Sea Kitten Crowd. Mom picked up a rare little delicacy on her way home from a late meeting up North, live Maine shrimp. The season is really short and they almost never leave the region, and yes they’re sold live. The conversation went like this…
Mom : How do I cook these.
Me : First melt some butter in the skillet then you pull the head off and toss it in the pan.
Mom : The eyes are moving.
Me : Good that means they’re fresh. Just pull the head off and toss it in the pan with some butter.
Mom : It’s looking at me.
Me : It won’t be looking at you after you pull the head off.
Mom : Will it hurt?
Me : I dunno ask Mary Queen of Scots
Mom : You’re sick.
Me : And you’re hungry hurry up before you burn the butter.
Mom : OK I did it … wow these smell delicious.
Me : Save the heads in a baggie in the freezer for me, I’ll use them to make stock.
The moral … Real Yankees know sea kittens are yummy and we’re pretty frugal as well.


















