How to get through to TECH SUPPORT!
Oct 30 '00
If there's one lesson I learned from dealing with emachines, it's how to get through the tech support hurdles.
1. Document everything and anything
Specifically: your receipts, credit card statement, model and serial #, your extended service plan (ESP) #, credit card statement of the charge for the ESP, the problem and frequency of occurrence.
Believe it or not, Emachines charged me for the ESP and provided nothing with it. When I finally called for my tech support, they didn't even have me on the record as having the ESP when in fact they've already charged me. That's when the credit card statement came in handy.
2. Be prepare to flip the bill for the the call
Emachines are so cheap to even provide a 800 tech support #, the 800 # on their website will have just have a voice recording to a non-800#. Worse yet, you will be put on hold.
Because someone didn't do their job of entering the info for my ESP, I had to do their job by faxing the credit card statement to them.
3. Call them every 48 hrs to stay on top of things. Rule: they will never return your call, even if you request it on your fax, so don't count on it.
Their tech support monkeys told me that after faxing the statement, it would be only 48hrs to process. Sure enough, I checked back 48 hrs, and they claimed that they didn't receive it.
4. Be prepared to re-fax. It's no use demanding to speak with the Gorilla because these monkeys will say they need your ESP#.
I'll be darned, I had wanted to talk to the gorilla because they didn't deliver the ESP#, and I can't because I don't have the ESP#, go figure. Oh well, they're just baboons, what can you do? So I re-faxed it again, and called after 10 minutes to make sure that it had arrived. The monkey told me that the fax machine is in a conference room, and the gorillas were having a meeting in there, so she couldn't access it. I said alright, I'll try later. She said, "good luck".
Another two days passed, and I called back. Yes, I was finally in their system. Except that the tech monkey couldn't access it. So they put me on hold while he goes to talk with the gorilla. After 15 minutes of hold time, the monkey tells me that the gorilla has to go find another gorilla to get it done.
5. Be patient, try what they tell you, if not only for the satisfaction of proving them wrong.
If there's a remote chance of your problem being associated with the software. They will make you use the restore CD. That sucks 'cus you'll lose all your installed program, so you'll have to spend countless hours redoing all that. Possibly only to find out that the problem isn't fix.
6. If all else fails, talk to the gorilla.
If you've jotted all the monkey's badge # down, you can also tell the gorilla.
If there is one good thing that happened throughout the ordeal, it is that they kept their promise of a refund. It turned out that my system has consistently had a CD-rom hardware problem. And since the system has been discontinued, they agreed to a refund. So I returned my system. Got my refund. And I'll never get another emachines again.
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