Averatec Support Profile
Averatec has been selling a variety of low cost computers in the US market for some time. What many people may not realize is that this is the consumer computer division of Trigem Computer Inc. The company is currently undergoing some major shifts, one of which includes a revamp of their entire support department. If you happen to be an existing customer or are looking to buy one of their computers, find out what they offer through their new support department.
Included in the profile I list the various avenues that users have for support, tips and advice. Since I initially posted their support profile, I have not received very many responses to my survey or comments on the performance of their support department. If you have used their support and would like to let others know of their experiences for better or worse, please vote in the survey and feel free to share your experience.
How would you rate Averatec's support?
Comments
Averatec sold me a defective laptop–yet required me to pay a hefty shipping and insurance cost to send the unit to Averatec’s repair facility, where it has been for nearly two months! Their excuse is that they get hard drives from China, so I will have to wait until the order comes through. In other words, it has to be profitable for Averatec to order enough parts, regardless of how long they make a paying customer wait.
There is no way to find the adequate drivers for my 3300 series notebook on the averatec web site.
Some funtionalities are now disabeled.
No answer on the phone for support, may be if you speak french !!!
I purchased an 6200 series Averatec laptop for the Sam’s Club in Bakersfield, CA. I have had constant issues with it over-heating from the first week of purchase. Averatec offers me little if no support for this issue, and very time I call support they sweep me under the virtual rug.
I purchased a 2300 series notebook from Circuit City this year. It went bad 6 months later. It is covered by warranty so I received RMA from Averatec and sent it in for repair (literature stated “For warranty covered repairs, please allow 3 business days for repair and return shipment of 1 day”. It’s been over two and a half months and counting (sent in on 9-15 and still waiting as of 11-25). Averatec Customer Support is quite helpless and continues telling me that they are out of parts and waiting on a slow boat from China (as if that makes things better). Also, the machine was sold as Vista but had XP installed. When asked about this promise, Averatec said Circuit City was correct with their promise, but I missed the deadline for upgrade… nobody mentioned a deadline… more Averatec double-talk. Anyhow, CS for Averatec rates very poor so be sure not to buy Averatec if you actually need your computer.
I purchased an averatec laptop from sam’s club in MD and used it sucessfully for 10 whole months when one day it was sitting on my desk and the screen when black and it never functioned again. I sent it in under warranty for repair and I was told it would take 7-10 business days to fix and return. According to their website they received it december 3rd and it sat on a shelf until dec. 14th before they got around to diagnosing the problem. I called them a couple weeks later and got some b.s. about shipping being delayed because of the holidays. I gave them another month and called again. They then gave me the slow boat from china story and to add to that they claimed the parts had to clear customs which was out of their control. Again I waited another month and called them today and got a supervisor on the phone. The supervisor “trevor” tells me they have shipped my laptop from the repair facility in Texas to another facility in CA to be repaired in house. This after 4 months of literally no progress. To top it off they have no info on when it was shipped, who shipped it, which shipping company has it, or when it will arrive in CA. THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY LIFE!!! Then he tells me once received in CA it will only be 5-7 days and they will ship back to me. I wont hold my breath. From reading the comments above it sounds that a class action lawsuit may be needed to get answers from this company. I will be seeking council in hopes of getting some results. Like many other people, I use my laptop for business and not having it has made my job harder and cost me money. My advice to everyone out there is NEVER BUY AN AVERATEC PRODUCT. Good luck to everyone out there trying to get your equipment back.
I have an Averatech 3700 Series laptop/notebook right here in my home office that my boyfriend gave to me last year (2007).He had it only about 13months when he gave it to me. Less than a month later, it started turning itself off (sudden black screen) when it was being used. I would turn it back on by pushing the button and it would go right back off. Took the battery out and plugged into outlet and it did the same thing. I knew then that this was a poor quality product and I would never buy one myself or encourage anyone else to do so.
I agree, a class action suit should be done against this company who obviously does not care about the consumer/customer.
Does anyone have the address and phone number of the repair place in california? I have misplaced it, and I am not having any luck contacting anyone at averatec to retrieve the info. I too sent my laptop in over a month ago and have not heard anything, not even a note or email that they have received it!!! I am in fear I will never see my laptop again!!
I have an Averatec 3300 Series. It has been a good machine for the first year. Just after that the time kept changing to random times. I figgured that it was the CMOS battery and changed it. The time still kept changing. Just after that the CD/DVD ROM quit working. I had an extended warranty so I called Averatec for the information to get it repaired. (no local places would touch it) I was given an address and had to pay a hefty shipping and insurance fee to send it off. It was supposed to return to me in less than 4 weeks. Two months later I continued to call with no responses as to where my LT was or what was wrong with it. Finally I got an answer and the tech told me the mother board was no good and I had to buy a new one. I was also told that it would cost me $600!!! As this is my computer for work and all I reluctantly and angrily agreed. After three more months of waiting in limbo and calling almost daily I got an answer that the hard drives were “Back ordered”. To make this long story short… I received my computer about a month later. WITH THE EXACT SAME PROBLEMS! I was curious and opened it up. It was the same exact motherboard! NOTHING HAD BEEN CHANGED! And now I still get no response from them! Here I am… almost $700 out of pocket and still have to buy a new computer. I would never buy an Averatec product again because of the horrible support. (not to mention that I can’t get driver’s for it unless I PAY for them!) It would be bad enough to have just a lack of support but the lies and deception are too much. I now have an HP and am far more satisfied. Hope your experience is better than mine.
I purchased my Averatec 6240-eh1 laptop while deployed to Iraq. It worked find for the first four months while I was over there, but some how in the transit home, while on the plane it just shut off and I have not been able to get it work properly ever again. I tried call the support line but because I can’t find my receipt, they won’t honor the warranty. So I am out of $1100.00 and no way of getting this thing repaired, no to mention the battery, wow that thing gets so hot, I’m thankful that it didn’t explode on me.
Well, I’ve had a 3700 series laptop for three years now and not the slightest problem with it. I would, however, like to find a way for it to read a 4GB SD card. It does fine with up to 2GB. The driver update from Averatec’s (TriGem) web site hasn’t helped.
I must say Averatec is one of the poorest, relentless and corrupt company that I have ever had to deal with. I have had NOTHING but complications, hassle, and frustrations with my 3300. The battery, CD/DVD drive and fan with in the first 6MONTHS! I honestly do not understand how ppl can be so underhanded. I would seriously jump at the chance to file a suit as my torment has been going on since 2006. Luckily, a new laptop is with in reach.
Non-existent. They even removed the online documentation for their products. Bought out by something called TriGem.
DANGER! STAY AWAY from Averatec!