The company performed a necessary repair to our computer for which we paid approximately $290. When the computer was returned to us, the original problem was fixed, but the entire system started randomly shutting itself down.
We returned the computer again, to have the new problem fixed. When it was returned to us, the same problem existed - the computer was not reliable to work with, because it would shut itself down in the middle of activities.
We returned the computer a third time, and the problem still was not fixed.
The company's only response is to tell us to continue sending the machine in, and they will continue to try to fix the problem.
We believe that the company should be able to repair this problem, which never existed before the company worked on the computer in the first place. The amount of computing time lost due to this problem, and due to sending the computer in repeatedly for repairs, is ridiculous.
Furthermore, when we called the corporate office to complain about the problem, the "customer service" representative with whom we spoke was very rude and condescending. His name was Michael.
We reported this company to the Better Business Bureau and the final rebuttal from eMachines/Gateway blamed me, the owner. Although the original problem may have been my fault, I paid to have this fixed, and the new problem did not develop until the company returned the computer to us the first time.
We were extremely disappointed with the quality of customer service from this company, and with the response of both eMachines and its parent company, Gateway Computers, and we will never again purchase products from either of these companies.
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