Jump to content


 


Register a free account to unlock additional features at BleepingComputer.com
Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. Using the site is easy and fun. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.


Click here to Register a free account now! or read our Welcome Guide to learn how to use this site.

Photo

Why I Hate Emachines Support


  • Please log in to reply
9 replies to this topic

#1 Andrew

Andrew

    Bleepin' Night Watchman


  • Moderator
  • 8,257 posts
  • OFFLINE
  •  
  • Gender:Not Telling
  • Location:Right behind you
  • Local time:03:03 PM

Posted 08 February 2007 - 02:20 AM

So a friend of mine needed a compuer a few years ago (2005, I think). I offered to build him one for free if he bought the parts, but he wanted to just get the buying done in one swoop so I agreed to accompany him to Best Buy to get a prebuilt. We got him an eMachines T3826 which was just in line with his budget; everyone was happy

So he took it home and I set it up for him, removed all the crapware that comes with prebuilt machines (AOL in particular was quite difficult to remove :flowers: ), installed antivirus and antispyware programs, set up his DSL, etc. Everything was working fine.

As is often the case with Windows (especially when being used by a reletively computer illiterate person) his computer began to accumulate crap and slow to a crawl. I suggested a clean reinstallation of Windows, and he agreed.

Problem #1: As has been a disturbingly common practice with prebuilt manufacturers, eMachines had not included a Windows XP installation disk but rather had a seperate, hidden partition wherein backup files were stored. However, something was wrong with the partition (I never figured out what) and was unusable. The eMachines support personel didn't agree with me and refused to send a reinstallation disk.

So, my friend bought a Windows XP Pro disk from another friend of mine who plans to buy Vista so no longer needed the disk. I used it to install Windows after wiping the drive.

Problem #2: Everything was going well until I needed to install the motherboard drivers. I went to the eMachines website to download the drivers. Unfortunately, eMcahines seems to have disavowed the T3826 model and was no where to be seen. I used the drivers for a T3824 and they worked fine, except for the Network Card.

I searched online but was unable to find any drivers for the T3826.

So, I e-mailed eMachines Custoomer Support:

Hello,

I am trying to find the driver for the integrated network adapter
on a T3826 running MS Windows XP Pro SP2. I have been unable to find
the
T3826 support page at www.emachines.com. Could you please let me know
where I can download this driver.

The computer in question was purchased at Best Buy in early 2005.


Their reply:

Gateway <email.gateway@gateway.com> wrote:
**********************************************************************
Hello Andrew,

Thank you for your e-mail. To address your concern in obtaining the
network driver for your eMachines T3826 computer that has a Windows XP
Professional Operating System, please be guided that eMachines does not
support the changing of Operating System
because changing the system to
a different configuration may cause a great deal of conflict between
devices and software on the system.

You have the option of installing the Windows XP Professional on your
system; however, we cannot guarantee its compatibility with the
pre-installed Operating System. In addition, any changes or upgrades to
the original configuration of the system are done so at the sole risk
of
you the end user. Any support for added 3rd party software will need to
come from the manufacturer of that product.

In relation to this, it is usually better to compare your system
specifications with the recommended system specifications rather than
the minimum system specifications for best results of software. This
way you will be sure to get the best performance out of the new
software
package.

Consulting the manufacturer of the software is also a good idea. They
could provide additional information regarding your issue and
assistance
in installing or configuring it to operate properly. eMachines
technical support is here to help troubleshoot hardware technical
issues
and to determine if the original software is faulty or corrupted. We
can also arrange for warranty repair service if required. However, we
do not have the information available to answer software usage
questions
or work with third party software compatibility issues. We can only
support the original software that were preloaded on the system.

You may also wish to do a search online to research any questions or
issues concerning third party software. Please be advised that all
information obtained from the Internet is to be *** used at your own
discretion ***. This will include all information obtained from the
Internet, such as, files you may download, information about how to
resolve an issue or just visiting a link that you were referred to.
This will include any links or downloads that eMachines may refer you
to as a possible resolution to an issue or just as a source of
information. This also includes any references to searching the Internet for any
type of information.

If you prefer, we do have Answers by eMachines. Answers by eMachines is
a telephone service that will provide answers to all of your "How do I"
questions on eMachines computers, TVs, consumer electronics and
software. This service delivers quick and easy-to-understand solutions
to your technology problems, whenever you need them.

For more information or to place your order, please contact a Sales
Consultant at our parent company, Gateway, Inc.

https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp??id=32705120

Simply click the link above to contact a Gateway Consultant. If you are
unable to click the link follow these steps to copy and paste the link.

1. Highlight the entire link starting with http:

2. Right click on the highlighted text

3. Select copy from the menu

4. Right click on the location field in your browser

5. Select Paste from the menu

6. Press Enter

Consultants are available everyday between 5:00 a.m. CST and 2:00 a.m.
CST.

As for the registration, it appears that you still have not yet
registered your system to us
. Please be advised that we are now
documenting all of the customers contacts with eMachines. This will
ensure that they are properly filed in our records for future
references. For us to properly document your issue, you may need to
register your system.

Please provide the following information:

Personal Information

First Name:
Last Name:
Complete Address:
City:
State:
Zip Code:
Home Phone:
Email Address:

Computer/ Monitor Information:

Computer Model Number:
Serial Number:
Purchase Date:
Purchase Location:


I am glad that you took the time to send us an email and I hope that
you
find this response informative.

Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.

Sincerely,

Russel
Badge GWEL5120

Even if you use your computer for the simplest of tasks, adding memory
to your computer is the most efficient and quickest ways to boost your
performance. For upgrade options please consult an upgrade sales
representative at:

https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp?id=6209


Information provided pursuant to eMachine's Terms of Sale and Limited
Warranty Agreement. All brands and names are trademarks of their
respective companies.

:trumpet: Not exactly helpful. I expressed this sentiment in my reply:

Thanks for nothing...


To which their rather robotic reply was:

Hello ,

Thank you for your reply. I do apologize for the inconvenience, but as
previous technician have said that Emachines do not support the
changing
of Operating System because changing the system to
a different configuration may cause a great deal of conflict between
devices and software on the system.

As for the registration, it appears that your computer is not yet
registered on our database. Please provide the correct information
below for me to register your computer.

Personal Information

First Name:
Last Name:
Complete Address:
City:
State:
Zip Code:
Home Phone:
Email Address:

Computer / Monitor Information:

Model Number:
Serial Number: 13-alphanumeric
Purchase Date:
Purchase Location:

Please confirm the serial number for this computer. This information
will allow me to look up the system so I can assist you with your
current issue.

The 13-alphanumeric serial number is usually on a rectangular sticker,
on the back of the computer (not the monitor). In some cases, the
sticker may also be placed on the side of the computer or on the front
bezel.

I hope that the above information will be helpful to you in resolving
this issue.

Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.

Sincerely,

Vanessa
Badge GWEL3668

Even if you use your computer for the simplest of tasks, adding memory
to your computer is the most efficient and quickest ways to boost your
performance. For upgrade options please consult an upgrade sales
representative at:

https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp?id=6209


Information provided pursuant to eMachine's Terms of Sale and Limited
Warranty Agreement. All brands and names are trademarks of their
respective companies


So, they're not going to help me with my problem, insult me by assuming that I don't know what I'm talking about by insisting that upgrading to XP Pro from XP Home is an ill-advised, possibly dangerous, move, and yet still asking twice for my personal information so that they can bombard me with spam and junk mail from now until eternity:

From eMachines Privacy Policy
This information assists us in offering products and services we think you'd like to hear about.

:thumbsup: No thanks...

So I finally just sleuthed out the actual manufacturer & model number (Intel D845GVAD2) of the Mother board and downloaded the driver from Intel's website. I didn't need to register, give my name and vital statistics or anything! (Three cheers for Intel's Product support! Three jeers for eMachines)

And the moral of the stroy, all ye lads and lasses, is that prebuilt computers are evil and wrong; they should be purged from the Earth! Build your own rig and you'll never have to deal with incompetant, rude, or noexistant customer support. I call on Gateway to improve their customer support experiance!

BC AdBot (Login to Remove)

 


#2 Wildabeast

Wildabeast

    Bleeping Lurker...


  • Members
  • 1,253 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Nebraska, USA
  • Local time:05:03 PM

Posted 08 February 2007 - 04:19 AM

Interesting, my dad has an Emachine and I was thinking of doing a CD bootup and repair. But if he has the same problem can I use his old XP Pro and put it on? It came from his old computer, that's gone to scrapmetal heaven, but he still has the OEM disk he bought. The old computer was a barebones I made up for him.

So I guess my question is, can I do a repair with the XP Pro disk? Or should I just format and start over?
What do you think? :thumbsup:
"The nine most feared words in the english language, 'I'm from the government, and I'm here to help'..."
Ronald Reagan

#3 Andrew

Andrew

    Bleepin' Night Watchman

  • Topic Starter

  • Moderator
  • 8,257 posts
  • OFFLINE
  •  
  • Gender:Not Telling
  • Location:Right behind you
  • Local time:03:03 PM

Posted 08 February 2007 - 06:51 AM

You should be fine with a fresh reinstallation, just back up all your drivers first.

#4 cowsgonemadd3

cowsgonemadd3

    Feed me some spyware!


  • Banned
  • 4,557 posts
  • OFFLINE
  •  
  • Local time:06:03 PM

Posted 08 February 2007 - 09:07 PM

Gateway owns emachine by the way.

#5 BlackSpyder

BlackSpyder

    Bleeping Big Rig


  • BC Advisor
  • 2,456 posts
  • OFFLINE
  •  
  • Gender:Male
  • Location:Huddleston, VA USA (Home Sweet Home)
  • Local time:06:03 PM

Posted 08 February 2007 - 09:20 PM

yeah I Never used the support staff but BigFix and PCAngel aggravate me to no extent

Posted Image




#6 McGhee

McGhee

  • Members
  • 19 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Washington State
  • Local time:03:03 PM

Posted 14 August 2007 - 07:03 PM

I am thinking about doing the exact same thing with an eMachine I bought at a garage sale. The people that had it didn't know much about computers and thought it had something wrong with it and couldn't fix it. Turns out only the DVD burner is not functioning and it had a ton of viruses and spyware on it. They had no virus protection on the computer either so that explains the virus problem. There is also a LOT of junk on this computer that needs to be cleaned off.

These are the specs:
eMachines: model T2742
Running Windows XP Home
Intel Celeron 2.70 GHz
40 Gig Hard Drive
256 MB memory
Has onboard graphics and sound

So judging from your post above you are saying that I should get the motherboard, graphics, network and sound drivers from Intel or Gateway? How much will XP pick up on its own though?

Thanks for the help! :thumbsup:

#7 McGhee

McGhee

  • Members
  • 19 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Washington State
  • Local time:03:03 PM

Posted 01 September 2007 - 12:11 AM

Well, I swapped out the hard drive, installed a new copy of Windows XP Pro and installed all the drivers and everything works great. Now all I need is some more memory because it only came with 256MB RAM. Also the graphics card leaves a lot to be desired. :thumbsup:

#8 garmanma

garmanma

    Computer Masochist


  • Staff Emeritus
  • 27,809 posts
  • OFFLINE
  •  
  • Location:Cleveland, Ohio
  • Local time:06:03 PM

Posted 01 September 2007 - 10:40 AM

Just think, they used to be a lot worse. I still don't trust their power supply
Mark
Mark
Posted Image
why won't my laptop work?

Having grandkids is God's way of giving you a 2nd chance because you were too busy working your butt off the 1st time around
Do not send me PMs with problems that should be posted in the forums. Keep it in the forums, so everyone benefits
Become a BleepingComputer fan: Facebook and Twitter

#9 Phantom65

Phantom65

  • Members
  • 25 posts
  • OFFLINE
  •  
  • Gender:Female
  • Location:Kent, UK
  • Local time:10:03 PM

Posted 05 September 2007 - 07:39 AM

I'm an ex-eMachines user and when my power supply failed I found some useful info here http://www.e4allupgraders.info/ plus there are some knowledgeable guys on their forum (although they don't say a lot lol!).
How can I be free/How can I get out
Am I really me/Am I Someone else

#10 DanC1186

DanC1186

  • Members
  • 82 posts
  • OFFLINE
  •  
  • Local time:05:03 PM

Posted 06 September 2007 - 12:24 PM

I actually had a rather positive experience with the Emachines tech people. My motherboard gave out within roughly six months of me purchasing it. This is obviously a problem. They asked me a couple of questions including my address. Within three business days they shipped me a self-addressed box with the postage prepaid and I had the laptop back within two weeks time.




0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users