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This is how bad tech support has gotten Posted: 8/2/2006 4:12:43 AM
Glenn on Mar 26, 2006 at 12:35 pm (Quote): Below is my email Thread with Gateway….. ….. Thank you for your reply. I am absolutely convinced that you are collectively the most incompetent human beings I have ever encountered. The only way I can think that you are not morons is perhaps you are paid per response instead of per ACCURATE response. If you would bother to read through this email thread, you will see that this is the second time that you have advised me to upgrade my Toshiba DVDRW. Clearly I keep telling you it’s a Lite-On drive, not a Toshiba drive. Please pass this to someone who knows how to read. Please ask them to read the section in BOLD below surrounded by $$$$$$$ I intend to get at least one of the two questions answered before I write to your CEO. Glenn In a message dated 3/26/2006 958 AM Central Standard Time, emailtech@gateway.com writes: ******************************************************************** Hello Glenn, Thank you for contacting eMachines. I see that you having an issue with your Gateway system. I could relate to how inconvenient situations like this can be and I know how you must feel. I would suggest try to look at your my computer then right click after that click manage then click device manager in your right window click (+) postive sign DVD/CD rom drives after clicking you can see if it is “TSSTcorp CD/DVDW TS-H552B” drive is listed in Device Manager and has firmware version GA02 or GA03 installed. If you don’t have you not allow to upgrade or update your DVD/rw or DVD rom. And if your DVDr/rw is working properly I advised no need to update or upgrade your DVD r/rw or DVD rom. And if your DVD-r/w DVD rom is TSST please back to us to solve your issue, Thanks. 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, Ben Badge EME0034 Are you aware that upgrading the memory in your computer can boost your overall performance? To learn more about eMachines and Gateway Certified Memory please speak to an upgrade sales representative at the following link; https://support.gateway.com/support/copilot/chat_sales.shtml?id=6209 Original Message Follows: ————————- Thank you for your response. Sadly, it lacks in relevence. I do NOT own a DVD ROM drive that is a Lite-On 16X/48X. Nor have I asked any questions about that drive. Look at this text: DVDRW Now, look at this text: DVD ROM They are different aren’t they? I think so. You have carefully advised me that there is no upgrade for a DVD ROM drive. That’s nice. You have yet to answer the question about my DVDRW. I will recap, since I intend to publish this email published somewhere, perhaps Guinness. I’m sure we’re swiftly reaching some record for irrelevant answers to specific questions. $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ I have a Gateway 507GR that came with a Lite-On DVDRW model SOHW 1633S with Firmware level BGS4. The drive cannot write to a 16X DVD at any speed. Not 1X, not 2X, not 4X, not any X. I consider this to be a problem because 16X DVDs are replacing others and I’m having difficulty sourcing 8X anymore. SO, I note that Liteon has an update for this problem. that upgrades to rev BS0Y. It does not upgrade FROM BGS4. Lite-On never produced firmware level BGS4. Below you will find text from Lite-On saying, “it ain’t our firmware” Only Gateway or the tooth fairy could have produced firmware level BGS4. SO this is a two part request. 1. Who on this planet produced this firmware? I’d like to chat with them or at least ask them for help. 2. If it was Gateway, could you please ask that development team for some technical support? $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ Now there are two specific questions. Good luck trying to answer them. I look forward to another irrelevant reply. Glenn In a message dated 3/25/2006 552 PM Central Standard Time, emailtech@gateway.com writes: ****************************************************************** Hello Glenn, Thank you for your e-mail. First of all, I would like to apologize for any confusion on this issue. I understand that your DVD ROM drive is a Lite-On 16X/48X DVD-ROM Drive. And you mentioned that you need an update for the firmware of Lite-On DVD drive. Regarding on the link that I have provided, please be informed that it is not for restoring your system, it is for the reinstalling of the Application and Driver. I have provided this in case you need to reinstall the driver of the DVD drive. Also, I would like to inform you again that there is no update firmware or driver available for Lite-On 16X/48X DVD-ROM Drive. And again, I apologize for any inconvenience that this has caused. 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, Wes Badge EME0035 Are you aware that upgrading the memory in your computer can boost your overall performance? To learn more about eMachines and Gateway Certified Memory please speak to an upgrade sales representative at the following link; https://support.gateway.com/support/copilot/chat_sales.shtml?id=6209 Original Message Follows: ————————- There is no way that any of the answers you have provided indicate that any of you know how to read. It is absolutely certain that you are, however, experts at using cut and paste. 1. I do not own a E-Machines, I own a Gateway machine 2. I do not want to restore my system which your handy dandy link tells me how to do. I’m not a total idiot. I’m sure of that. 3. I do not want to upgrade my Toshiba DVDRW, which is what you previously told me to do. I want to update my Lite-ON 4. I do not want to go to Lite-ON for an upgrade because below, if you bother to read that far, Lite-On tech support makes it very clear that the FIRMEWARE edition in my drive was never made by them. SO, it was either made by Gateway or some freaking alien, perhaps the one that removed your ability to read. If I were your boss, the lot of you would be delivering newpapers for a living. Let’s try this again. Instead of cutting and pasting an irrelevant solution to someone else’s problem, please pass this to your supervisor and ask that kind person to talk to an Engineer or at least someone who might be able to give me a relevant answer. Making up answers that have nothing to do with the problem does not make me happy, nor does it encourage me to tell others about the quality of non-support at Gateway. Thank you Glenn In a message dated 3/25/2006 456 PM Central Standard Time, emailtech@gateway.com writes: ****************************************************************** Hello Glenn, Thank you for your e-mail. I see that you want you want the update firmware of the CD ROM Driver. I understand your concern, however, upon checking our website there is no update firmware on the DVD drive. And in order to reinstall the Application and Driver, I suggest that you follow the steps below. http://support.gateway.com/s/SOFTWARE/Medialess/MLXPH1/MLXPH1su2.shtml Please be advised that we are now documenting all of the customer?s 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: 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, Wes Badge EME0035 Are you aware that upgrading the memory in your computer can boost your overall performance? To learn more about eMachines and Gateway Certified Memory please speak to an upgrade sales representative at the following link; https://support.gateway.com/support/copilot/chat_sales.shtml?id=6209 Original Message Follows: ————————- Thank you, for your comments. Please note the email below from Lite-On’s technical support. They note that the FIRMWARE rev that is in the DVDRW that you sold to me is not their rev. They claim that it is your FIRMWARE and therefore the fix MUST come from Gateway. Please advise. Glenn Dear Sir or Madam, We don’t have any information about this drive with firmware(BGS4). Would you please contact Gateway for help? Because in their system there might be some settings made by them which is unique and belong to their authority. Further information of LiteON IT products,please kindly visit LiteON IT Crop official web site www.liteonit.com Best regards, ======================================= Customer Service Division Lite-On IT Corp. www.liteonit.com Email : ODD_SUPPORT@LITEONIT.COM ======================================= ———————————————————————— Ã¢? Issue From :E-Mail Service Ã¢? Ã¢? Issue DateTime is :2006/3/24 Ã¤Â¸?Ã¥?? 1047 Ã¢? My System is a Gateway 507GR. It came with a Liteon DVDRW SOHW 1633s with firmware level BGS4. As such, it can not write newer 16X DVDs at any speed. 8X DVDs are getting harder to find. Your current liteon upgrade for firmware is rev BS0Y. That rev cannot recognize BGS4. Can you find an appropriate firmware upgrade for meÃ¯Â¼? Thanx ———————————————————————— In a message dated 3/23/2006 8:05:17 AM Central Standard Time, emailtech@gateway.com writes: ******************************************************************** Hello Glenn, Thank you for your e-mail. I see that you want the upgarde version of the firmware of your DVD drive. I understand your concern. To resolve the issue, follow these steps: Verify the “TSSTcorp CD/DVDW TS-H552B” drive is listed in Device Manager and has firmware version GA02 or GA03 installed. Open Control Panel. From the Windows XP default Start menu, click Control Panel. From the Windows XP classic Start menu, point to Settings, and then click Control Panel. In Control Panel, open the Administrative Tools dialog box. If the computer is in Category View, click Performance and Maintenance, and then click Administrative Tools. If the computer is in Classic View, double-click the Administrative Tools icon. In the Administrative Tools dialog box, double-click Computer Management. In the Computer Management dialog box, click Removable Storage, Libraries, and then TSSTcorp CD/DVDW TS-H552B. Note: If this drive is not listed, you do not have this specific issue and you should continue troubleshooting. In the Computer Management dialog box, click Action and then Properties with TSSTcorp CD/DVDW TS-H552B highlighted. In the TSSTcorp CD/DVDW TS-H552B Properties dialog box, click the Device Information tab and then locate the Revision. If Revision GA04 is installed, you do not have this specific issue and you should continue troubleshooting. Also, Gateway has released a BigFix Fixlet to resolve this issue: Fixlet ID #11 If the customer is unable to retrieve the patch through BigFix, the instructions for manually downloading the firmware are below. To manually update the firmware, follow these steps: Download FirmwareGA04.exe from http://support.gateway.com/support/drivers/docexpress.asp?pn=5503368 at Gateway.com On your screen, double-click the FirmwareGA04.exe file that you downloaded. The files self-extract and copy into the C:\Cabs\FirmwareGA04 folder. From the Start menu, click Run. In the Run dialog box, type: C:\Cabs\FirmwareGA04\SFDNWIN_3.21.1.exe. Click OK. In the SFDNWIN dialog box, click the Download File Open button on the upper left corner. In the Open dialog box, locate the GA040309.BIN file in the C:\Cabs\FirmwareGA04 folder and then click Open. In the SFDNWIN dialog box, click the Start Download button on the upper left corner. The firmware is flashed. In the Message dialog box, click OK to restart the computer. The computer restarts and installation is complete. If the issue still occurs after flashing the firmware, the firmware update was not the issue. Continue troubleshooting. Please be advised that we are now documenting all of the customerÃ¢??s 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: 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, Wes Badge EME0035 Are you aware that upgrading the memory in your computer can boost your overall performance? To learn more about eMachines and Gateway Certified Memory please speak to an upgrade sales representative at the following link; https://support.gateway.com/support/copilot/chat_sales.shtml?id=6209 Original Message Follows: ————————- Technical Customer Service Questions Phone: 9529750856 Subject: Gateway Technical Support Questions AA3 Purchase Location: Operating_system: Windows XP Home Problem System: yes Serial Number: System Usage: For personal use at home Purchase Month: Purchase Day: Purchase Year: System Category: Desktops Operating System: Windows XP Home Issue Description: System is 507GR. It came with a Liton DVDRW SOHW 1633s with firmware level BGS4. As such, it can not write newer 16X DVDs at any speed. 8X DVDs are getting harder to find. The current liteon upgrade for firmware is rev BS0Y. That rev cannot recognize BGS4, it’s too old. I find on the net that Rev BS05 could upgrade BGS4, and from BS05I could upgrade to BS0Y and use 16X DVDs at 8X. However, BS05 is not available. Since you provided this drive with the system, can you find an appropriate firmware upgrade for me? Thanx Service Request Number: - System_details: == SYSTEM IDENTIFICATION == Serial: Model: 507GR BIOS: Intel Corp. AG91510J.15A.0816.2005.0214.1818 02/14/2005 CPU: Intel Pentium 4, 3000 MHz == OS AND BROWSER == OS version: Windows XP 5.1.2600 Service Pack 2 First installed: Mon Jun 20 1313 CDT 2005 Browser: MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 2.0.50727 == MEMORY == Total RAM: 1536MB (BIOS), 1534MB (Windows) Resources: 90 % Memory slots: Not reported by the SMBIOS App_details: