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  • Report:  #11127

Complaint Review: e-Machines - California

Reported By:
- Gilbert, AZ,
Submitted:
Updated:

e-Machines
California, U.S.A.
Phone:
714-734-4535
Web:
N/A
Categories:
Tell us has your experience with this business or person been good? What's this?
Back in August of 2001, I purchased an e-Machines T-1801 from Circuit City. After I had owned the computer for about two weeks, I started to have problems with it.

The major problem that I had was ".dll" errors which are driver errors. The errors would cause my computer to lock-up and not allow me to save the information that I was working on.

When I called e-Machines' tech support line (which is a long distance call to Utah), I was told that I could either call a 1-900 number or I could re-boot my computer (which would have erased all the info on my computer that I didn't remember to back-up). I had to fight with them to give me the free tech support that is supposed to come with the purchase. I got no where with their inept tech people and decided to just re-boot the system. After the re-boot all was well for about two more weeks. After that, I experienced the same problems, only more frequent.

I called back to e-Machines, again, only to get the same response about the 1-900 number and re-booting the system. Their tech support tried blaming their equipment failure on a software problem (I have Windows Me). They then proceded to tell me that if I run a "Scan Disk" and the hard drive shows errors, that they would send me a new hard drive at no cost, I could install it myself, and then send them the old on back. Me shipping the computer to them for three months was not an option as I am in college and my professors don't care about my personal problems when a research paper is due!

The "scan Disk" never finished becasue there were so many errors on the hard drive, so I called back. They told me that they couldn't send me a hard drive because it's not a "user replaceable item" and that I could send them the computer or have an authorized repair facility (Best Buy or Comp USA) do the repairs. I told them that this was not acceptable becasue I could not have my computer down during the semester. I told them that I could take the computer to a repair facility and have it looked at and then bring it back to have the part replaced when it was in. I was told that I would have to leave my computer there, otherwise it would not be fixed. (Why should I leave the computer there if no one is going to touch it until the part is there?)

I have sinced contaced the corporate office in California. I spoke with the head of the legal department (can't remember his name off hand), he referred me to a paralegal, Carla Wilcoxen, who then referred me to a Customer Service Rep, Nate Harp. Ms. Wilcoxen said that Mr. Harp would do "whatever it takes" to satisfy me. I have yet to be satisfied. Mr. Harp continues to blame it on the soft ware (Windows) and will not help me.

Please, DO NOT purchase an e-Machines product. You will not be happy with it and you will regret the purchase.

I am not just an isolated incident. I have a friend who purchased one as well, and she is having similar problems with the same lack of results.


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