My Computer Crash Course
Written: Aug 16 '00
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Product Rating:
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Pros: Works great for me
Cons: None other than my crash experience
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| jramick's Full Review: eMachines etower 466id PC Desktop |
I have always heard and read horror stories about computers crashing and viruses. After having my E Machine for 7 months, I was pretty confident that this would not happen to me. Wrong!
On August 1, my mother-in-law gave me some software. I loaded and installed the programs with no problem. When I tried to access the program, a message appeared that I needed to insert the disk. I thought that there must be a problem with that particular disk, so I used a CD that we frequently use on my computer. Messages kept appearing that my CD-ROM drive was not ready and could not be accessed. I started feeling that sick to my stomach worrying that my computer had crashed after checking my computer profiles. My computer no longer recognized that it even had a CD-ROM drive.
The next day, I called E Machines technical support 800 number. The technician spent an hour and ten minutes with me on the phone troubleshooting my computer. He was very courteous and patient as we waited many times for computer to start up after shutting it down. I could sense by his apprehension each time we tried different things, that it was not looking good! The technician was also very polite in dealing with me as a customer who is not known for being computer savvy. As a last resort, we deleted all files on my hard drive and tried using my Restore CD to no avail. Since my computer did not recognize the CD drive, it did not work. My worst nightmare was about to come true!
My tower needed to be shipped to E Machines for a new one. I was issued a Replacement Model# to refer to when making future calls and to use on the shipping box. I was told that I would receive my new tower in 10-15 days (I am thinking to myself, yeah right). Although I was frantic and wondered how I would cope being away from Epinions so long, I was relieved. The technician thought that the software I installed could have had a virus on it, yet, E Machines was still willing to replace my machine.
I shipped my computer US Express Overnight mail (a story in itself), on August 3. I made numerous calls to E Machines to make sure they received my tower. Their system logs in the towers and it takes a day to show up on their computers. Even thought, they received it on August 4, it did not show up as being received until August 8. The problem was that their server went down after issuing my # and there was no record of it. I was then told that it had been received and a new model would be shipped in 48 hours. WOW! That is quick! As promised, it was shipped on August 9, and I received it yesterday August 15. What a relief that their promises were kept!
So far my new tower is working great. The software we thought had a virus on it was tested and there were not any on it. The cause for the problem my E Machine had is unknown. Maybe I picked up a virus from another source or it was the machine itself. I learned the hard way to make sure anti-virus software is installed to be safe.
I was very pleased with Customer Service and Technical Support that I received from E Machines. Everyone was courteous and professional. They seemed knowledgeable about what to do and how to track my machine down. One person in particular even accessed the US Mail website for me to track the shipment. When calling them, you will need to plan on being on hold waiting for a live person at least 20 minutes. My average waiting time throughout the numerous calls I made, was 20 minutes.
I am still pleased with this computer because of performance and technical support services provided if and when something does go wrong. Most of all, I am happy to be back at Epinions!
Recommended:
Yes
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Epinions.com ID:
jramick
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Location: St. Louis MO
Reviews written: 91
Trusted by: 13 members
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