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Gateway, MPC dissolved. How are you handling support issues?

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Gateway, MPC dissolved. How are you handling support issues?

dinotech
I would like to know from those of you in the support industry on how you have handled issues with supporting Gateway desktops since MPC is no longer in business. We have several desktops that require warranty maintenance.

If you have experience with this issue:

1. Have you found an alternative vendor to warrant the computers?

2. What motherboards have worked well in replacing the ECS motherboards being used in the 4000 and 6000 series?

3. Are you in the process of writing off the Gateways and just purchasing new equipment?

Any other information would be helpful...thanks.

Edit: I've already been to the MPC site, and the support form is bounced back. Phone number disconnected.

Dino
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    TheChas

    Under normal circumstances, MPC would be required to provide an alternate means of warranty support. All warranty liability is given a fairly high priority in most US bankruptcy courts.

    If they do not provide support, or an alternate, then you may be on your own.

    Interestingly, the only solid notice on the MPC web site is the upcoming auction.

    So long as their web site is up and running, I recommend that you download (or at least make sure you have) all of the drivers and manuals that you might need.

    As far as replacing motherboards, any different motherboard is going to be an issue. Even a different motherboard built with the same chip-set is apt to have a different HAL and will cause Windows fit's when you boot up the system.

    Your best option, would be to install a new image when you change the motherboard and then recover any user files.

    Alternately, if you boot into safe mode on the first boot with a new motherboard, you have a good chance to recover and just need to re-activate Windows.

    As far as writing the systems off, that is an issue for you and the finance department to determine. If the repair and downtime costs get too high, then it is time to recycle the systems.

    Chas

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    seanferd

    thanks for your comment.

    I figured they should provide an alternate means of support, especially if one had contracts with MPC.

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    TheChas

    Most of what happens with any assets that a company that transitions from chapter 11 to chapter 13 is at the discretion of the bankruptcy judge and any appointed administrator.

    There is an order that creditors are paid off.

    Usually any consumer interests come first. I'm not as sure where a corporate account customer would fall in relation to a supplier. Still, both would normally come before stockholders and other unsecured parties.

    As to your note in the other post about Gateway, the present incarnation of Gateway is a subsidiary of Acer. They only sell and support the notebook computer line. The desktop support link on the Gateway site takes you to the MPC web site support page.

    Chas

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    dinotech

    We planned on doing that. However, the issue with the motherboards we had to replace the ECS boards were not working. At all. So that left us with two issues now, plus extra support costs.

    I want to thank everyone for posting. I was looking for what other people have experienced on this issue. As for pursuing any legal action on the warranty, we'll look at all the options to see what is best for our group.

    D

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    seanferd

    Or are you being shipped entirely defective motherboards?

    Either way, I'm sorry to hear it. Ever feel like you're living in a Joseph Heller novel about tech support?

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    seanferd

    http://www.mpccorp.com/

    Or check with Gateway directly:
    http://support.gateway.com/support
    (of course, they probably have nothing on their pro systems any more).

    Does ECS carry anything that still fits the requirements?
    http://www.ecsusa.com/ecswebsite/

    http://support.mpccorp.com/gtw_support.html
    or
    http://support.mpccorp.com/?sn=

    Seeing how they are all really short on mobo info, it looks like supporting these could be a real PITA.

    Do those motherboards have a particular layout requirement, or will standard boards (with or without the Intel 845 chipset) fit in those?

    You may find reviews for parts searching "replacement motherboard gateway 4000" or something more specific to the mobo.

    Sounds like it might be a challenge. I remember trying to support Packard Bell desktops after they pulled out of the U.S.]

    Good luck to you.

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    rummelhart

    Does anyone have any upated URLs?

    I also have a Gateway Notebook (NX570XL) bought through the company I work for back in 07. It also has a 3 year warranty. My boss is quite frantic about getting his monies worth, before we have to junk the notebook after extracting the RAM and HD.

    Any updates?

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    seanferd

    Probably not.

    Links that are not to MPC are fine, but I don't think you are going to get support anywhere without paying for it.

    A post below has a link
    http://techrepublic.com.com/5208-10879-0.html?forumID=101&threadID=303123&messageID=3028745

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    OH Smeg

    Update on Recent Events

    Gateway sold its Small Business, Mid & Large Business, Government and Education operations to MPC Corporation, completing the transaction as of October 1, 2007.

    Headquartered in Nampa, Idaho and originally known as Micron Computers, MPC now owns the entire catalog of products and services of Gateway's professional segments.

    Recently, MPC Corporation filed for Chapter 11. They have stated plans to liquidate all company assets.

    As of the sale date, all Gateway professional warranties and service agreements were transferred to MPC Corporation as part of the sale. If you have a Gateway pro warranty or service agreement, please refer to the MPC Corporation website, where you will find information pertaining to your warranty or service agreement. You may also find drivers, downloads and specs on the MPC website.


    So assuming that you can look at MPC's Web Site you should know what can be done about Warranty Repairs. There is also a Link to this Web Site on their Front Page here

    http://www.gateway.com/about/news_info/transition.php

    Col

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    dinotech

    The MPC site where they offer to enter information regarding warranty is a dead end. The phone line has been disconnected, and the form, once submitted, returns a non-deliverable email(there was an acronym for those..oh, its monday!).

    Edit: Thanks OH for the reply.

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    seanferd

    If you can find out the current state of the proceedings from United States Bankruptcy Court for the District of Delaware or one of MPC's retained representatives, you might know when to expect a possible announcement regarding continuation of support.

    You may also be able to find out if provisions are being made for support from any available public records. (Yeah, light reading, I know.)

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    jlogan

    Supposedly Dr. Glodt of the Pierre School District was informed that MPC indicated the warranty purchased by the school district [for tablet PC's] will be honored despite the bankruptcy proceedings.
    WHAT ABOUT EVERYONE ELSE!?
    Here is the link dated nov 2008:
    www.pierre.k12.sd.us/SchoolBoard/MinutesPDF/Nov10Min.pdf

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    seanferd

    I guess everyone else is just supposed to eat it? I hope not.

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    jsaul

    I have reported Gateway and MPC to their local BBBs and reported MPC to the Idaho Attorney General. The BBB complaints have gone no where. The BBB will not even address complaints with businesses that are out of business. Gateway just insists that the warranties were sold to MPC and it's out of thier hands. I am telling everyone I know not to buy Gateway or Acer. Acer bought Gateway, but is still selling GW models. We are basically screwed.

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    Yup

    unhappyuser

    Any Gateway unit that was transferred to MPC has lost it's warranty. We bought two laptops in July of last year and now just hope they never need anything replaced. See my other post, titled Suppliers, if you do need parts.

    Acer is keeping it's distance as I'm sure they see this as a losing option for them. In the long run I think they will lose customers and sales.

    EMD

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    unhappyuser

    #1: We're using Sterling Computers and Mundo Corp. There are no warranties because of the bankruptcy.

    Chris Pulscher
    chris.pulscher@sterlingcomputers.com
    (877) 242-4074 x4007

    http://www.mundocorp.com/

    #2 We haven't had to replace any (and hopefully won't).

    #3 Because of downsizing we have several spares so we're fine for now. We will, however, have to look for a new vendor in about 18 months.

    EMD

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    dinotech

    Thats good information. To all, thank you for replying to my request for information. Since the group I work with is a state agency, there are certain rules that have to be met to use suppliers, but I will forward this information on.

    Ed, I'll keep you aprised of how we are doing on the replacements and any other information.

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    lbarker

    I have 3 computers still under warranty with MPC that have bad monitors. I think the profile 5 & 5.5 overheat and cause the monitors to die an early death. I am annoyed that we paid money for an extended worthless warranty. In the meantime I need to get these computers repaired. Does anyone have experience with a company willing to do the repairs?

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    unhappyuser

    See my post titled Suppliers.

    EMD

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    xodusss

    After the closure of MPC and the loss of support to MPC and Gateway Pro end-users worldwide, a new support group and website was formed.
    The new support site is at http://www.mpcdrivers.com. All of the units supported on the original site are available.
    The site has downloads for all drivers, chipsets, bios, network, video, owners manuals, peripheral information, and service manuals for Gateway notebooks.
    This site works in conjunction with the tech support forum at http://mpctechsupport.com.

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    0 Votes
    dinotech

    for keeping tabs on this thread, and for notifying us of the good news (maybe?) I'll check out the sites; from what I've read in your post, it sounds like the sites are useful.

    Thanks

    Dino

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    0 Votes
    abimpcgatepro

    ABi Computer has been serving the Boise, Idaho area for over 27 years. When MPC Computers, located here, went bankrupt. We purchased 54 of their server parts repair depots. We have a large inventory of server parts. You can reach us at 208-465-7515 ask for Mark or Eric. You can also find us at www.abicomputerstore.com

    Thanks

  • +
    0 Votes
    TheChas

    Under normal circumstances, MPC would be required to provide an alternate means of warranty support. All warranty liability is given a fairly high priority in most US bankruptcy courts.

    If they do not provide support, or an alternate, then you may be on your own.

    Interestingly, the only solid notice on the MPC web site is the upcoming auction.

    So long as their web site is up and running, I recommend that you download (or at least make sure you have) all of the drivers and manuals that you might need.

    As far as replacing motherboards, any different motherboard is going to be an issue. Even a different motherboard built with the same chip-set is apt to have a different HAL and will cause Windows fit's when you boot up the system.

    Your best option, would be to install a new image when you change the motherboard and then recover any user files.

    Alternately, if you boot into safe mode on the first boot with a new motherboard, you have a good chance to recover and just need to re-activate Windows.

    As far as writing the systems off, that is an issue for you and the finance department to determine. If the repair and downtime costs get too high, then it is time to recycle the systems.

    Chas

    +
    0 Votes
    seanferd

    thanks for your comment.

    I figured they should provide an alternate means of support, especially if one had contracts with MPC.

    +
    0 Votes
    TheChas

    Most of what happens with any assets that a company that transitions from chapter 11 to chapter 13 is at the discretion of the bankruptcy judge and any appointed administrator.

    There is an order that creditors are paid off.

    Usually any consumer interests come first. I'm not as sure where a corporate account customer would fall in relation to a supplier. Still, both would normally come before stockholders and other unsecured parties.

    As to your note in the other post about Gateway, the present incarnation of Gateway is a subsidiary of Acer. They only sell and support the notebook computer line. The desktop support link on the Gateway site takes you to the MPC web site support page.

    Chas

    +
    0 Votes
    dinotech

    We planned on doing that. However, the issue with the motherboards we had to replace the ECS boards were not working. At all. So that left us with two issues now, plus extra support costs.

    I want to thank everyone for posting. I was looking for what other people have experienced on this issue. As for pursuing any legal action on the warranty, we'll look at all the options to see what is best for our group.

    D

    +
    0 Votes
    seanferd

    Or are you being shipped entirely defective motherboards?

    Either way, I'm sorry to hear it. Ever feel like you're living in a Joseph Heller novel about tech support?

    +
    0 Votes
    seanferd

    http://www.mpccorp.com/

    Or check with Gateway directly:
    http://support.gateway.com/support
    (of course, they probably have nothing on their pro systems any more).

    Does ECS carry anything that still fits the requirements?
    http://www.ecsusa.com/ecswebsite/

    http://support.mpccorp.com/gtw_support.html
    or
    http://support.mpccorp.com/?sn=

    Seeing how they are all really short on mobo info, it looks like supporting these could be a real PITA.

    Do those motherboards have a particular layout requirement, or will standard boards (with or without the Intel 845 chipset) fit in those?

    You may find reviews for parts searching "replacement motherboard gateway 4000" or something more specific to the mobo.

    Sounds like it might be a challenge. I remember trying to support Packard Bell desktops after they pulled out of the U.S.]

    Good luck to you.

    +
    0 Votes
    rummelhart

    Does anyone have any upated URLs?

    I also have a Gateway Notebook (NX570XL) bought through the company I work for back in 07. It also has a 3 year warranty. My boss is quite frantic about getting his monies worth, before we have to junk the notebook after extracting the RAM and HD.

    Any updates?

    +
    0 Votes
    seanferd

    Probably not.

    Links that are not to MPC are fine, but I don't think you are going to get support anywhere without paying for it.

    A post below has a link
    http://techrepublic.com.com/5208-10879-0.html?forumID=101&threadID=303123&messageID=3028745

    +
    0 Votes
    OH Smeg

    Update on Recent Events

    Gateway sold its Small Business, Mid & Large Business, Government and Education operations to MPC Corporation, completing the transaction as of October 1, 2007.

    Headquartered in Nampa, Idaho and originally known as Micron Computers, MPC now owns the entire catalog of products and services of Gateway's professional segments.

    Recently, MPC Corporation filed for Chapter 11. They have stated plans to liquidate all company assets.

    As of the sale date, all Gateway professional warranties and service agreements were transferred to MPC Corporation as part of the sale. If you have a Gateway pro warranty or service agreement, please refer to the MPC Corporation website, where you will find information pertaining to your warranty or service agreement. You may also find drivers, downloads and specs on the MPC website.


    So assuming that you can look at MPC's Web Site you should know what can be done about Warranty Repairs. There is also a Link to this Web Site on their Front Page here

    http://www.gateway.com/about/news_info/transition.php

    Col

    +
    0 Votes
    dinotech

    The MPC site where they offer to enter information regarding warranty is a dead end. The phone line has been disconnected, and the form, once submitted, returns a non-deliverable email(there was an acronym for those..oh, its monday!).

    Edit: Thanks OH for the reply.

    +
    0 Votes
    seanferd

    If you can find out the current state of the proceedings from United States Bankruptcy Court for the District of Delaware or one of MPC's retained representatives, you might know when to expect a possible announcement regarding continuation of support.

    You may also be able to find out if provisions are being made for support from any available public records. (Yeah, light reading, I know.)

    +
    0 Votes
    jlogan

    Supposedly Dr. Glodt of the Pierre School District was informed that MPC indicated the warranty purchased by the school district [for tablet PC's] will be honored despite the bankruptcy proceedings.
    WHAT ABOUT EVERYONE ELSE!?
    Here is the link dated nov 2008:
    www.pierre.k12.sd.us/SchoolBoard/MinutesPDF/Nov10Min.pdf

    +
    0 Votes
    seanferd

    I guess everyone else is just supposed to eat it? I hope not.

    +
    0 Votes
    jsaul

    I have reported Gateway and MPC to their local BBBs and reported MPC to the Idaho Attorney General. The BBB complaints have gone no where. The BBB will not even address complaints with businesses that are out of business. Gateway just insists that the warranties were sold to MPC and it's out of thier hands. I am telling everyone I know not to buy Gateway or Acer. Acer bought Gateway, but is still selling GW models. We are basically screwed.

    +
    0 Votes

    Yup

    unhappyuser

    Any Gateway unit that was transferred to MPC has lost it's warranty. We bought two laptops in July of last year and now just hope they never need anything replaced. See my other post, titled Suppliers, if you do need parts.

    Acer is keeping it's distance as I'm sure they see this as a losing option for them. In the long run I think they will lose customers and sales.

    EMD

    +
    0 Votes
    unhappyuser

    #1: We're using Sterling Computers and Mundo Corp. There are no warranties because of the bankruptcy.

    Chris Pulscher
    chris.pulscher@sterlingcomputers.com
    (877) 242-4074 x4007

    http://www.mundocorp.com/

    #2 We haven't had to replace any (and hopefully won't).

    #3 Because of downsizing we have several spares so we're fine for now. We will, however, have to look for a new vendor in about 18 months.

    EMD

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    0 Votes
    dinotech

    Thats good information. To all, thank you for replying to my request for information. Since the group I work with is a state agency, there are certain rules that have to be met to use suppliers, but I will forward this information on.

    Ed, I'll keep you aprised of how we are doing on the replacements and any other information.

    +
    0 Votes
    lbarker

    I have 3 computers still under warranty with MPC that have bad monitors. I think the profile 5 & 5.5 overheat and cause the monitors to die an early death. I am annoyed that we paid money for an extended worthless warranty. In the meantime I need to get these computers repaired. Does anyone have experience with a company willing to do the repairs?

    +
    0 Votes
    unhappyuser

    See my post titled Suppliers.

    EMD

    +
    0 Votes
    xodusss

    After the closure of MPC and the loss of support to MPC and Gateway Pro end-users worldwide, a new support group and website was formed.
    The new support site is at http://www.mpcdrivers.com. All of the units supported on the original site are available.
    The site has downloads for all drivers, chipsets, bios, network, video, owners manuals, peripheral information, and service manuals for Gateway notebooks.
    This site works in conjunction with the tech support forum at http://mpctechsupport.com.

    +
    0 Votes
    dinotech

    for keeping tabs on this thread, and for notifying us of the good news (maybe?) I'll check out the sites; from what I've read in your post, it sounds like the sites are useful.

    Thanks

    Dino

    +
    0 Votes
    abimpcgatepro

    ABi Computer has been serving the Boise, Idaho area for over 27 years. When MPC Computers, located here, went bankrupt. We purchased 54 of their server parts repair depots. We have a large inventory of server parts. You can reach us at 208-465-7515 ask for Mark or Eric. You can also find us at www.abicomputerstore.com

    Thanks