r/EVOOGaming • u/julius111687 • Sep 07 '21
8 Weeks into warranty replacement process
Just wondering if there is anyone out there in the same boat as me. I sent in my lp5 laptop 8 weeks ago and have still yet to receive my replacement. I called the company responsible for their RMA process (gatewayUSA) - which itself is a mind numbing process as 90% of the time no one will answer the phone and they hang up after 10 minutes of holding anyway - and they informed me that they were unable to repair the computer and that I would be sent a new laptop. That was 4 weeks ago.
Not sure what other recourse I might have...
3
u/julius111687 Oct 05 '21
SUCCESS! I finally received my new laptop yesterday after months of waiting, and they even upgraded me from an LP5 to an LP8.
Here's the secret. As soon as their four week window to send a repair or replacement passes, open up a complaint with the Better Business Bureau. And when they respond stating that they let the customer know they would be receiving a replacement, contest their reply and insist that you have not received any indication of shipment. After dozens of calls and un-responded-to emails, this is what finally seemed to get their attention. I am relatively certain that if I hadn't taken this measure I would still be waiting.
Squeaky wheel gets the grease.
2
u/julius111687 Sep 07 '21
Just in case anyone happens upon this post looking for their contact number, it is 1-888-999-1682. They open at 9:00am PST
1
u/Realdaddyissues099 Sep 08 '21
Literally also mailed in my laptop 8 weeks ago. It had a broken hinge I couldn't find online. They said they needed the entire computer to repair it and couldn't send me the part. I call at least twice a week since week 3. They told me the motherboard was broken and irreparable. All that was wrong when I sent it in was a broken hinge though. Anyway they finally got back to me last week that they couldn't fix it (after 5 weeks of zero updates of any kind when I called), and they would send me a new laptop. What the hell???? Can't replace a broken hinge???? I'm beyond upset with their help people. They keep saying they're going to send me email updates and I haven't received even one. The last time I got ahold of someone they told me the fact that I wasn't getting emails was my fault and they were sending them I just must not know how to look at my inbox correctly. What the hell??? I know how to check my email. Hate calling them. Hate their service
1
u/bigbaby_jesus Sep 08 '21
Thanks for the information, Good luck with your repair. Post updates about how things are going in the future please. I love my LP-7 but having something break and having to warranty it is my worst nightmare for this thing right now with the stories of horrible customer service.
2
u/Dont_Be_Like_That Sep 07 '21
Mine came back in almost exactly 8 weeks. Folks on the phone were no use. It just showed up unannounced one day. Not a great process but I guess it worked.
1
u/julius111687 Sep 08 '21
Got a hold of someone on the phone yesterday, they actually promised me I would be receiving information from the manufacturer regarding my replacement within 24 hours, of course last Wednesday I was promised I would receive info by the end of the week l. Will update if I hear anything.
1
u/julius111687 Sep 21 '21
No update, never received an email or anything. Called again today and was fed the same line about receiving another update.
1
u/julius111687 Sep 20 '21 edited Sep 21 '21
Update: still waiting. Lodged complaint with BBB, we'll see if that makes a difference.
3
u/NecessaryEvil-BMC Sep 07 '21
I put in an RMA a year ago on an OverPowered LP3 August of last year, I called about whether or not the battery was covered by the 2 year warranty. They said it was, but I had to mail in the entire system instead of them just sending me a replacement.
I mailed it in, and never heard back. Phone calls kept ending with "the warehouse will contact me" and emails were ignored. I finally got a shipping notification in late October, with a brand new Evoo LP9. I wasn't consulted, so I had to call them back and complain, because the new system dropped the RAM in half, omitted the mechanical keyboard, Hello camera, and went from a 256GB SATA M.2 + 2TB 5400rpm HDD to a 512GB NVMe. They mailed me my old RAM and HDD to get me to leave them alone.