Complaint Review: Emachines - Irvine California

I am confused. I've read this thread and dont understand why a buyer cannot obtain a reboot or restore cd from the manufacturer. If Buyer uses ghost and loses the one set of disks it lets you make, why is it wrong to expect your seller, Gateway (It is Gateway, after all, isn't it) to be able to get you back to start? I think this guys problem is that he tried to do a restore (which I think he knew would essentialy erase his disc) and ended up with nothing. Am I wrong? I've bought used real-name brand machines from dot-com auctions etc, and with a phone call, got service and software. Heck, if you buy a business class machine from a real company, you get treated pretty darn well. Just my 2 cents.

eMachines come with a Copy of Ghost that is used to restore the Computer without losing any stored material. The Restore function or Ghost should have been used to Recover the Computer. Factory Restore should be a last resort and only under the direction of a Technician or a Computer Expert. You may still be able to Recover it by Going into Safe Mode and running Ghost. Ghost and Restore are in a hidden Partition. I have never had a problem with eMachines, but plenty of nightnmares with Compaq/HP Computers.

ummmm...This isn't about backup files. This was strictly a computer for childrens games. No important files could have been lost. On my 'real' computers I have sufficient backup. The only expectation I had was that the restore would restore it to boot with original software, hardware, drivers. This computer is DEAD after running the eMachines restore CD. I received a flawed CD. In talking with the powers that be in CA I'm not the only one this has happend to. There any numerous reports filed on warranty issues, flawed software, hardware, failure to respond to consumer complaints. eMachines doesn't honor their commitment to customer service, warranties, merchandise incl flawed hardware, software & in my case a bad CD. Its doubtful they an extended warranty would solve their problem. I have forwarded this matter on to an agency that is compiling unresolved comsumer complaints on this company. Last I heard they were looking into class action suit. Thanks for your thoughts though

In the eMachine restore CD and with many other manufacturers restore CD's it is stated very clear that 'Warning: All data will be lost by proceeding'. Yes, you don't have much choice to get the computer back up and running ,and life doesn't always go as planned ,but backups are the key to sanity. You are wanting computer technicians to be miracle workers sorry they aren't. It's the same as when you get in a car accident or your car breaks down, it will NEVER be the same. This is life either spend a few extra thousand dollars on some heavy duty insurance or just live with it. NOTE: Extended Warranties, Computer Insurance, etc. Doesn't seem like such a bad Idea now does it?

Heads up folks> The BBB where eMachines is anti-consumer or on their payroll. 1 complaint,1 reply (doesn't have to match the complaint) 1 rebuttal & file closed. Their 'Arbitration' costs money. I've been referred to the BBB Complaint Dept for stating the obvious. Their reply: "The complaint was closed because you have reached the end of the complaint process. If you are still not satisfied you can request arbitration (only if it is indicated in your contract or agreement)or take legal action. However, your complaint will be reported for the next three years. Thank you " I have 2 HP's in my home, this is my 1st eMachines & its my last. This was a $600 mistake with NO customer service, no action, no resolution & their tech support killed my computer. The BBB is in their back pocket & my 1 year old computer is DEAD.

Evidently, it does not matter that I received No actual reply/action that my computer crashed & burned once I ran the eMachines restore CD. Take note folks-this can happen to you, details below.. ------------------------ BBB: Thank you for letting us know of your dissatisfaction with the company's response to your complaint. In a further effort to help > you reach a mutually satisfactory resolution, we forwarded your comments to the company. They have responded with their final disposition of this matter, and I am enclosing a copy. > > We cannot pursue your complaint further, and we are closing our file. ------------------------ eMachines:Company's final response to customer request The Restore CD states the PC will be restored back to its original condition once it is complete, meaning the condition you purchased it in. It restores the system with all original software and > drivers that were provided at the time of purchase. It does not > save a copy of the files that were erased. Regardless of the warranty status, the eMachines warranty does not cover data loss on the hard drive. The disc does work as it restored your system. > > eMachines position remains the same. > -------------------------- --------------------------- Reply to the BBB to RE-OPEN this complaint: Thanks to the eMachines restore CD my computer is dead. No restore occurred. The restore disk received wiped out but DID NOT restore the original software/drivers/hardware. My computer was not restored back to its original working order. How many different ways does this have to be stated? I am aware non backed up files will be lost & I have to re-install non-original software if/when the computer is restored but NO restore occurred! eMachines has not responded to my complaint that this restore CD is flawed & another needs to be sent. It also appears the BBB has not actually read the responses that indicate there is no reply to this complaint. Nothing below addresses my complaint that there is a problem with the restore CD. I will be following up with the state atty general under fraud with BBB & eMachines.

Their reply to the BBB: Company's response to customer request: eMachines does not reimburse or warranty data on the hard drive as stated in the warranty agreement. While running the Restore CD that we provided, two messages appear that state all contents on the hard drive will be lost and the customer has to agree to them before the restore process will continue. eMachines has only purchased OEM licenses from Microsoft, therefore we only provide a Restore CD, not a retail copy of Windows. ------------------------------- Countered with: The documentation received with the restore disk also indicates the RESTORE disk will 'restore my computer back to its original working condition'. Send out a restore disk that works! -------------------------------- p.s. This was an standard automated response. How can I tell? It was copied & pasted 2x on the reply form = must be used pretty often. My moneys on you'll get the same type of c & p reply if you have a problem. Nothing but the run around & no action taken :( All they have to do is send me out a restore CD that should have come with my computer. I already paid for one that didnt work, what's the real problem here ?

The 'friendly' eMachines customer service rep stated they don't respond to the Better Business Bureau. Lets see how they handle the complaint I filed. Updates to follow...