Saturday, November 27, 2010

Gateway Support Fun

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Sujith (Listening)
Sujith: Hi, my name is Sujith. How may I help you?
lee haslup: I am trying to get HDMI audio to work on my netbook.
lee haslup: I went to the Intel site looking for dirvers but they say I have a "custom" driver that they can;t update.
Sujith: I will be glad to assist you with your inquiry.
lee haslup: My netbook came with a windows 7 update which I have installed.
Sujith: Could you please confirm the serial number or the SNID of your product is lxw80x01493207ff12500?
lee haslup: That looks right. I copied it off the bottom of my netbook.
Sujith: Did you purchase the product in the US or Canada?
lee haslup: In the US
Sujith: Lee, the serial number does not match our records. Could you please recheck the serial number?
Sujith: You may also provide SNID. It is an 11 digits number which can be found along with the serial number.
lee haslup: the SNID is 93203275325
Sujith: Lee, I see that the computer is out of warranty.
Sujith: As a onetime best effort, I can provide you with some basic information or self help links to fix the issue.
Sujith: May I know the exact issue with your computer?
lee haslup: yes, please
lee haslup: I have no audio on my HDMI connection
Sujith: I will provide you a web link which would be helpful for you.
lee haslup: And the control panel lacks the device controls for it.
lee haslup: I have already read that link. It didn;t seem to help.,
Sujith: Was it working fine before?
lee haslup: it has never workd. I didn't try it before I upgraded to Win 7
lee haslup: I am hoping for a video driver update
Sujith: How did you upgrade Windows operating system?
lee haslup: on a dvd from microsoft
lee haslup: there was a coupon included with my netbook when I got it.
Sujith: When did you upgrade Windows operating system?
lee haslup: Dec 2009 (less than 1 year ago)
Sujith: Lee, I am sorry to inform you that technical assistance for this kind of issues are provided by our dedicated support team. They will help you resolve any software related issues.
Sujith: They have the facility to connect to your computer remotely and resolve the issue. You can simply sit back and relax, see the unit work normally.
Sujith: They offer various support packages including yearly subscriptions. A very nominal fee is associated with these packages.
Sujith: If you wish to hear more on this team and their support packages, I shall setup a call back and our representative will call you at your convenience with these details.
Sujith: Would you like me to setup the call back for you?
lee haslup: yes.
Sujith: For Setting up a callback may I have the below details:
Sujith: 1. Telephone Number: 2. Alternate telephone number: 3. E-mail address: 4. Best time to call with time zone:
lee haslup: The computer was purchased 1 year ago today, How long was my warranty
lee haslup: 919.555.3641 (no alternate)
lee haslup: afternoons are best.
lee haslup: eastern US time zone.
Sujith: May I know then time zone?
Sujith: Thank you.
lee haslup: do you know the length of my warranty?
Sujith: It is one year.
lee haslup: Should have called yesterday then.
lee haslup: Thanks. You've been no help. But not your fault.
Sujith: I am really sorry for the inconvenience caused.
Sujith: Thank you for contacting Acer Technical Support. Have a great day.
Sujith has disconnected.

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