eMachines / Which is worst... eMachines Support or eMachines products?
The following is my complaining about eMachines.
I am not sure what all information is required...so I am sending everything I have about one encounter that lasted nearly 90 minutes, and resolved nothing.
I cannot determine which is worst... eMachines Support or eMachines products. I have had an amazing amount of problems with my eMachines laptop. Just six months after purchasing it for nearly $1500.00, it started breaking.
A few things that have had to be fixed:
Power socket (exterior)
Power socket (interior)
Some of these issues are quite serious and have persisted even though they have been fixed three times. The power cord sparks when plug in to the computer. There are wires sticking out of the power cord, which is only a few months old. The interior power socket has been replaced because it previously burned, as did the previous power cord. They would no longer work because of melting that occurred because of the burning. I, thankfully, purchased a three year service agreement with Best Buy, whom I purchased the laptop from. They have fixed everything at no charge. The bad thing is, everything ends up breaking again because of the inferior product(s) made by eMachines. And once my warranty is up, I will not have a computer...just a time bomb ticking away.
The following is the first chat long I had with eMachines to try and see if they could help me in any way whatsoever.
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19 Mar 2007 09:01:42 PM "Deeply dissatisfied with my emachine laptop. Was there a recall? Are there any trade in options for a 'lemon'?" was submitted by Katie Collins to the problem analysis engine.
19 Mar 2007 09:01:42 PM Model Name set to M2352.
19 Mar 2007 09:01:42 PM Case Number set to .
19 Mar 2007 09:01:43 PM Katie Collins logged in.
19 Mar 2007 09:01:45 PM Connected to the server via Web Chat
19 Mar 2007 09:01:45 PM Katie Collins has been assigned to the eMachines Support queue.
19 Mar 2007 09:11:17 PM Katie Collins was added to the incident named Katie Collins by Sam_GWER8817
19 Mar 2007 09:11:17 PM Sam_GWER8817 created an incident named Katie Collins.
19 Mar 2007 09:11:26 PM Sam_GWER8817 says: Thank you for contacting technical support. My name and badge number are Sam_GWER8817. Please hold while I review your issue.
19 Mar 2007 09:13:02 PM Sam_GWER8817 says: Hello Katie.
19 Mar 2007 09:13:05 PM Sam_GWER8817 says: How are you?
19 Mar 2007 09:13:07 PM Katie Collins says: Hi there.
19 Mar 2007 09:13:10 PM Katie Collins says: Fine, thanks.
19 Mar 2007 09:13:25 PM Sam_GWER8817 says: According to your submission and my data, the serial number for your system is N[protected] and its an eMachines M2352 (notebook) with 512 MB of RAM. Is this correct?
19 Mar 2007 09:13:39 PM Katie Collins says: correct
19 Mar 2007 09:14:05 PM Sam_GWER8817 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.
19 Mar 2007 09:14:31 PM Sam_GWER8817 says: How may I help you, Katie?
19 Mar 2007 09:15:42 PM Katie Collins says: I've been having serious issue with my computer since I bought it in August, 2004. Thankfully I purchased the three year warranty through the retail store, and they have fixed it several times. It seems to me, however, that this computer has had so many problems that perhaps it is a 'lemon' or maybe there is a recall of some sort?
19 Mar 2007 09:16:21 PM Sam_GWER8817 says: Okay Katie, I apologize for the invonvenience that you're having.
19 Mar 2007 09:16:34 PM Sam_GWER8817 says: Please hold while I check my resources.
19 Mar 2007 09:16:44 PM Katie Collins says: okay, thank you.
19 Mar 2007 09:21:12 PM Sam_GWER8817 says: Thank you for waiting, Katie.
19 Mar 2007 09:21:21 PM Katie Collins says: Sure, thank you
19 Mar 2007 09:21:26 PM Sam_GWER8817 says: I apologize but that isn't possible.
19 Mar 2007 09:21:40 PM Katie Collins says: Which?
19 Mar 2007 09:22:20 PM Sam_GWER8817 says: There's no trade possible for the system.
19 Mar 2007 09:22:38 PM Katie Collins says: Were there not any problems with this system?
19 Mar 2007 09:23:11 PM Katie Collins says: I mean, I literally cannot think of one part of the computer that hasn't failed in the past two years. This doesn't seem right for a machine that cost over $1,000.
19 Mar 2007 09:23:28 PM Sam_GWER8817 says: No Katie, but there is no policy regarding that. I apologize for this inconvenience.
19 Mar 2007 09:23:52 PM Katie Collins says: It is obvious that this computer is defective though. Or is this just how eMachines are?
19 Mar 2007 09:26:49 PM Sam_GWER8817 says: For your issue to be properly addressed, you can contact our customer service.
19 Mar 2007 09:27:14 PM Katie Collins says: aren't you customer service??
19 Mar 2007 09:27:57 PM Sam_GWER8817 says: No Katie, this is technical support.
19 Mar 2007 09:28:57 PM Katie Collins says: Okay, I went to the emachines homepage, chose Customer Care and then Contact Support. So how do I contact customer service?
19 Mar 2007 09:30:10 PM Sam_GWER8817 says: Okay Katie. let me give you the contact information.
19 Mar 2007 09:32:29 PM Katie Collins says: okay...a bit frustrating that it is taking over twenty minutes just to find out that you aren't who I need to talk to.
19 Mar 2007 09:33:24 PM Sam_GWER8817 says: I apologze for the inconvenience, Katie.
19 Mar 2007 09:34:00 PM Katie Collins says: Okay, any chance I could get the contact information for customer service??
19 Mar 2007 09:34:21 PM Katie Collins says: I don't mean to be rude, it just seems a bit ridiculous.
19 Mar 2007 09:34:33 PM Sam_GWER8817 says: Yes Katie, let me check my resources so that you will know the exact number for customer service.
19 Mar 2007 09:40:12 PM Katie Collins says: Seriously? It's been almost ten minutes since you told me that you would give me the contact information for customer service. Do I need to look somewhere else? I know I'm being impatient, but this seems completely uncalled for.
19 Mar 2007 09:40:48 PM Sam_GWER8817 says: I apologize for the wait, Katie.
19 Mar 2007 09:41:20 PM Sam_GWER8817 says: I am searching also for the contact information. Let me review my resources so that I can give you the correct contact information.
19 Mar 2007 09:42:06 PM Sam_GWER8817 says: Our customer service number is [protected]
19 Mar 2007 09:42:18 PM Sam_GWER8817 says: Hours: 7am-10pm CST Seven days a week
19 Mar 2007 09:43:08 PM Katie Collins says: They are closed. Who else can I contact?
19 Mar 2007 09:43:29 PM Sam_GWER8817 says: I apologze but that's the only number I can give you.
19 Mar 2007 09:43:50 PM Katie Collins says: that took a half hour? So, from what I understand from you, eMachines, and other eMachines customers...the products produced by eMachines are not a high quality. They are not even a marginal quality. And eMachines is aware of this, but does not care, and does not want to make an attemp to rectify the situation. This doesn't seem like a great way to maintain customers.
19 Mar 2007 09:44:51 PM Sam_GWER8817 says: I apologize for the inconvenience, Katie.
19 Mar 2007 09:46:14 PM Sam_GWER8817 says: Would there be anything else I can help you with, Katie?
19 Mar 2007 09:46:48 PM Katie Collins says: Okay, perhaps try and shorten the length of time you force a customer to wait. I know you are probably paid by the hour, so it's not big thing to you, but it only makes my relationship with eMachines that much worse. 35 minutes for you to tell me that you cannot help me and I have to talk to someone else. Seriously, perhaps talk to your supervisor about what the Customer Care people can do to expedite this service. Nothing personal, but this is a service that is not working appropriately.
19 Mar 2007 09:46:52 PM Execution of Chat complete.
19 Mar 2007 09:46:52 PM Katie Collins left the incident named Katie Collins.
19 Mar 2007 09:46:52 PM Katie Collins logged out.
This is the number Sam, from online support, told me to call. [protected]
Tashonda answers and I tell her that I am wondering about recalls for eMachines and other service options. She tells me to hold.
She then reroutes me to a second queue. I am told by an automated voice that my wait time will be longer than ten minutes. Boy were they right.
I was on the phone with this customer service queue for over 20 minutes.
Finally Lisa answers my call.
She asked for two things:
1. the serial number of my device
2. where did I purchase the device?
I gave her the serial number and told her I purchased it in Pensacola, Florida.
She told me to call the following (long-distance) phone number.
While on hold I started a second chat session with eMachines. It is as follows:
19 Mar 2007 09:53:57 PM "Many problems with computer hardware. " was submitted by Katie Collins to the problem analysis engine.
19 Mar 2007 09:53:57 PM Model Name set to M2352.
19 Mar 2007 09:53:57 PM Case Number set to .
19 Mar 2007 09:53:57 PM Katie Collins logged in.
19 Mar 2007 09:54:03 PM Connected to the server via Web Chat
19 Mar 2007 09:54:03 PM Katie Collins has been assigned to the eMachines Support queue.
19 Mar 2007 09:59:58 PM Katie Collins was added to the incident named Katie Collins by Russel_GWER6891
19 Mar 2007 09:59:58 PM Russel_GWER6891 created an incident named Katie Collins.
19 Mar 2007 10:00:17 PM Russel_GWER6891 says: Thank you for contacting technical support. My name and badge number are Russel_GWER6891. Please hold while I review your issue.
19 Mar 2007 10:02:04 PM Katie Collins says: Hi there. I was on this chat line just a few minutes ago. I was on here from 9:01 until 9:46. The only thing accomplished was that the technical support person told me he could not help me and that I must call customer service. I am currently on hold for customer service. I called immediately after getting the number from the tech support guy online. I have talked to one customer service person on the phone, but she simply rerouted me to another queue and I am being told that my wait time is more than ten minutes. My concern now is that it is 10:02 and I was told that the customer service line closes at 10:00. Can you please try to help me?
19 Mar 2007 10:04:09 PM Katie Collins says: ?
19 Mar 2007 10:06:01 PM Katie Collins says: I'm sorry, are you there?
19 Mar 2007 10:08:11 PM Katie Collins says: Hello?
19 Mar 2007 10:09:40 PM Katie Collins says: Can you at least let me know if I am wasting my time (and cell phone minutes) by being on hold with customer service past 10:00?
19 Mar 2007 10:11:30 PM Katie Collins says: Russel, do I need to end this session and try to start a new session?
Finally a customer service rep. answers my call.
Daniel - 701227
I go through everything with him. I explain that the machine started falling apart after owning it for six months.
I tell him that there must be something eMachines can do. Surely they do not sell machines that fall apart like this.
He reads straight from his script and repeatedly tells me, "Your warranty ended and we therefore cannot help you."
I told him that my computer clearly has some serious defects. (We're talking sparking, burning on the interior and exterior, etc.)
He isn't the least bit concerned that my computer is a clear fire hazard. He says, "You suggest that your computer may be a 'lemon', but because it is out of warranty, we cannot help you."
I explained to Daniel that I was shocked when my laptop (which I paid over $1100.00) for, started falling apart after 6 months of use.
I also explained to Daniel that I had purchased a three year warranty through the retail company that I purchased this machine from. Since I had this three year warranty through them, they have fixed my computer every time there has been a problem.
I did not think that my computer would have continued to have such problems. Had I known then that this machine was a marginal excuse for a computer, I would have certainly sent it in to eMachines and asked for a refund or an exchange.
Daniel simply told me that he could not help me because my computer is out of warranty.
I expressed to him that it in no way satisifes me as an eMachine customer, for him to tell me that I have zero options.
I asked him to please express my frustrations to his supervisor, since that is the one thing I can do.
He told me he would make a note on my account.
I ended the call.
It is 10:26pm. I have been trying to get help from eMachines since 9:01pm.
After nearly one and a half hours, eMachines told me they cannot help me in anyway. The expressed to me, through their actions, that they could not care less about their inferior product which I purchased. They also clearly do not care about customer satisfaction. If you care anything about what you're spending your money on, or about your own personal sanity when dealing with customer service reps, please do not purchase an eMachine.
Thank you so much for sharing with others.