Live Automation
TimeItem
08 Jan 2006 04:10:56 PM"screen stain" was submitted by bryan partington to the problem analysis engine.
08 Jan 2006 04:10:56 PMPhone Number set to 4166445288.
08 Jan 2006 04:10:56 PME-mail set to striatic@striatic.net.
08 Jan 2006 04:10:56 PMSerial # set to T225601006223.
08 Jan 2006 04:10:56 PMOS set to Windows XP Professional.
08 Jan 2006 04:10:56 PMSiebel SR # set to .
08 Jan 2006 04:10:56 PMSystem Type set to Portable.
08 Jan 2006 04:10:56 PMAffected Part set to .
08 Jan 2006 04:10:56 PMPurchase Location set to Future Shop.
08 Jan 2006 04:10:56 PMSystem Category set to Notebooks.
08 Jan 2006 04:10:56 PMProduct Model set to .
08 Jan 2006 04:10:56 PMAddress 1 set to .
08 Jan 2006 04:10:56 PMAddress 2 set to .
08 Jan 2006 04:10:56 PMCity set to .
08 Jan 2006 04:10:56 PMState set to .
08 Jan 2006 04:10:56 PMZIP set to .
08 Jan 2006 04:10:56 PMCountry set to .
08 Jan 2006 04:10:56 PMDate Purchased set to .
08 Jan 2006 04:10:56 PMModel Name set to .
08 Jan 2006 04:10:56 PMCase Number set to .
08 Jan 2006 04:10:56 PMbryan partington logged in.
08 Jan 2006 04:12:15 PMConnected to the server via Direct Socket
08 Jan 2006 04:12:16 PMbryan partington has been assigned to the Support queue.
08 Jan 2006 04:12:26 PMbryan partington has been assigned to the Support queue.
08 Jan 2006 04:12:34 PMbryan partington was added to the incident named bryan partington by Candice_GWPR169
08 Jan 2006 04:12:34 PMCandice_GWPR169 created an incident named bryan partington.
08 Jan 2006 04:12:38 PMCandice_GWPR169 says: Welcome to Gateway Remote Assistance. My name and badge number are Candice_GWPR169. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment. Please note that I can also answer any upgrade questions you have.
08 Jan 2006 04:12:39 PMbryan partington says: hello
08 Jan 2006 04:13:07 PMCandice_GWPR169 says: Hi Bryan
08 Jan 2006 04:13:37 PMCandice_GWPR169 says: According to your submission, the serial number for your Gateway system is T225601006223 and it is a Gateway 8510GZ Notebook. Is this correct?
08 Jan 2006 04:13:59 PMbryan partington says: that is correct
08 Jan 2006 04:14:14 PMCandice_GWPR169 says: I've read your issue description from the submission form. Do you have any more details that may help us?
08 Jan 2006 04:14:17 PMbryan partington says: yes
08 Jan 2006 04:14:48 PMbryan partington says: i was wiping down my screen as i've done many times before, and this time it left some patches where the screen is sort of lighter or darker than normal
08 Jan 2006 04:15:13 PMbryan partington says: i let the computer sit for a big and these areas expanded, then stopped expanding.
08 Jan 2006 04:15:26 PMbryan partington says: other than that the computer is fine
08 Jan 2006 04:16:10 PMCandice_GWPR169 took ownership of the incident named bryan partington from Candice_GWPR169
08 Jan 2006 04:16:22 PMCandice_GWPR169 says: Is that stain looks like oil?
08 Jan 2006 04:16:31 PMbryan partington says: sort of
08 Jan 2006 04:16:33 PMbryan partington says: but not black
08 Jan 2006 04:16:49 PMbryan partington says: just like, slightly darker than the other parts
08 Jan 2006 04:16:52 PMCandice_GWPR169 says: Its translucent?
08 Jan 2006 04:16:57 PMbryan partington says: but very noticible
08 Jan 2006 04:16:59 PMbryan partington says: yes
08 Jan 2006 04:17:07 PMbryan partington says: translucent, that's the word
08 Jan 2006 04:17:20 PMCandice_GWPR169 says: please hold
08 Jan 2006 04:18:22 PMCandice_GWPR169 says: Okay I need you to do this
08 Jan 2006 04:18:28 PMbryan partington says: okay
08 Jan 2006 04:18:58 PMCandice_GWPR169 says: To clean your notebook computer's screen, use a soft cloth dampened with water. Be sure to dampen the cloth; never squirt water directly onto the screen. Warning: The notebook screen is made of specially coated glass and can be scratched or damaged by abrasive or ammonia-based glass cleaners
08 Jan 2006 04:19:14 PMbryan partington says: yes, i did exactly that
08 Jan 2006 04:19:21 PMbryan partington says: and then this happened
08 Jan 2006 04:19:46 PMbryan partington says: are you saying i should do it more?
08 Jan 2006 04:20:42 PMbryan partington says: i was using the same cloth and same water as normal.
08 Jan 2006 04:22:26 PMbryan partington says: hello?
08 Jan 2006 04:22:27 PMCandice_GWPR169 says: please hold
08 Jan 2006 04:22:30 PMbryan partington says: okay :)
08 Jan 2006 04:25:13 PMCandice_GWPR169 says: Okay you will need a greeze remover that do not have amonia. Its like a liquid wax that eliminates oil dark stain. Or you can used a Glass cleaner with no amonia. Let me try to link if we have that available
08 Jan 2006 04:25:46 PMbryan partington says: it seems like the stain is UNDERNEATH the screen though
08 Jan 2006 04:26:28 PMbryan partington says: sort of like a layer of plastic is pushed back and touching another layer of plastic in places.
08 Jan 2006 04:26:46 PMbryan partington says: there is nothing actually sitting on top of the screen
08 Jan 2006 04:27:33 PMCandice_GWPR169 says: Oh, are you sure that you have not dumpen water on it. Because that happen when you have dump water.
08 Jan 2006 04:28:15 PMbryan partington says: i just used a damp cloth like i have before
08 Jan 2006 04:29:12 PMbryan partington says: it leaves a bit of water residue but i wide that off right after with a cry cloth
08 Jan 2006 04:29:15 PMCandice_GWPR169 says: Okay we will need to send the computer for service to fix this issue Bryan because that tranlucent shadow may scatter all over the screen
08 Jan 2006 04:29:35 PMbryan partington says: oh okay
08 Jan 2006 04:29:55 PMCandice_GWPR169 says: Bryan, I will need the following information please. In order to verify your warranty. 1. Complete Name 2. Complete Address 3. Email Address and Phone Number 4. Date of purchase 5. Name of Store
08 Jan 2006 04:30:10 PMbryan partington says: okay
08 Jan 2006 04:30:22 PMbryan partington says: bryan james partington
08 Jan 2006 04:31:09 PMbryan partington says: 96 gerrard street east, toronto, ontario, canada, unit 5b5, postal code m5b 1g7
08 Jan 2006 04:31:31 PMbryan partington says: striatic@striatic.net, 416-644-5288
08 Jan 2006 04:31:52 PMbryan partington says: date of purchase would have been .. let's see
08 Jan 2006 04:33:22 PMCandice_GWPR169 says: 4. Date of purchase 5. Name of Store
08 Jan 2006 04:34:38 PMbryan partington says: july 25, 2005
08 Jan 2006 04:35:26 PMbryan partington says: and the store was an edmonton best buy
08 Jan 2006 04:36:27 PMbryan partington says: Address 17539 Stony Plain Road NW Edmonton, AB i believe
08 Jan 2006 04:37:43 PMbryan partington says: though it was on my mother's credit card, not mine
08 Jan 2006 04:38:17 PMCandice_GWPR169 says: Please hold
08 Jan 2006 04:39:14 PMbryan partington says: i live in toronto now, there is a future shop near by, can i take it there?
08 Jan 2006 04:41:29 PMCandice_GWPR169 says: Actually we will send you a box with insurance and free shipping label in order for you to send the computer in our reapair office
08 Jan 2006 04:41:47 PMbryan partington says: oh, okay.
08 Jan 2006 04:42:11 PMCandice_GWPR169 says: Thank you for the information. Please allow me a moment to setup service for you.
08 Jan 2006 04:42:34 PMbryan partington says: would you like my mother's name, it was on her card that it was bought
08 Jan 2006 04:42:45 PMbryan partington says: oh okay.
08 Jan 2006 04:45:53 PMCandice_GWPR169 says: Thank you for waiting. I have setup a service for your computer.
08 Jan 2006 04:46:03 PMCandice_GWPR169 says: All costs for this repair will be covered by Gateway. I can setup a Return Merchandise Authorization for you, which will authorize your repairs. We will send you a pre-paid shipping label so you can send the notebook to us. The Shipping label and box will be sent out within 2-3 business days after the RMA is issued. When you receive the shipping label attach it to the outside of the box. Before sending your notebook in for repairs, please verify that any media such as games, music, or your Restore CD have been removed from your CDROM, DVD, or CDRW drive.
08 Jan 2006 04:46:14 PMCandice_GWPR169 says: Please send battery and AC Adapter in with the Notebook. Please do not include any other peripheral hardware you may have hooked up to the notebook. Please also verify that the Notebook has been packaged for safe transit, as you will be responsible for any damaged incurred to the system in shipping.
08 Jan 2006 04:46:24 PMCandice_GWPR169 says: When the Notebook is packaged and the shipping label is attached to the box, write the RMA number on four sides of the box. After this has been done take the box to the nearest Federal Express authorized pick up point. Please retain a copy of the shipping label for your records. Once the Notebook is received at the warehouse, it may take up to 3-5 business days for the computer to be repaired and sent back.
08 Jan 2006 04:46:32 PMCandice_GWPR169 says: Your RMA# EN010608027
08 Jan 2006 04:46:52 PMCandice_GWPR169 says: Is there anything else you need?
08 Jan 2006 04:47:04 PMbryan partington says: could you just verify where the box is being sent
08 Jan 2006 04:47:23 PMbryan partington says: i gave you the address for when i had first purchased the laptop
08 Jan 2006 04:47:30 PMbryan partington says: i'm in a different unit number now
08 Jan 2006 04:47:38 PMbryan partington says: 13a2 instead of 5b5
08 Jan 2006 04:48:40 PMCandice_GWPR169 says: I just indicate 96 gerrard street east, toronto, ontario, canada, m5b 1g7. And it is address to your name.
08 Jan 2006 04:49:35 PMCandice_GWPR169 says: Is that okay?
08 Jan 2006 04:49:35 PMbryan partington says: you should add "unit 13a2" to that if possible, it will speed things up.
08 Jan 2006 04:49:47 PMCandice_GWPR169 says: OKay please hold
08 Jan 2006 04:49:53 PMbryan partington says: thank you so very much.
08 Jan 2006 04:52:19 PMbryan partington says: also, if you could tell me how to save a record of this chat, that would be useful.
08 Jan 2006 04:52:51 PMCandice_GWPR169 says: To save your chat log, please click on the "View Live Log" button at the bottom right side of the chat window. It will open a new window, which has the log for the entire chat. You will have the option to "Save log to disk". Please click on the same to save the chat log on your computer.
08 Jan 2006 04:55:06 PMbryan partington says: actually just right now as we are discussing this, i'm seeing a black group of pixels star to form at the bottom of my screen. is that normal?
08 Jan 2006 04:57:04 PMCandice_GWPR169 says: Actually that will happen
08 Jan 2006 04:57:15 PMCandice_GWPR169 says: That is why I suggest that we send the system for service in order to immediately fix it
08 Jan 2006 04:57:18 PMCandice_GWPR169 says: please hold
08 Jan 2006 04:57:19 PMbryan partington says: okay. well, good thing it will be fixed soon.
08 Jan 2006 04:58:46 PMCandice_GWPR169 says: please hold I have change the address that is why I reprocess the service that means you will have a new RMA number
08 Jan 2006 04:58:49 PMCandice_GWPR169 says: please hold
08 Jan 2006 05:05:12 PMbryan partington says: er, if this could happen before my whole screen is black, that might be useful.
08 Jan 2006 05:08:16 PMCandice_GWPR169 says: All costs for this repair will be covered by Gateway. I can setup a Return Merchandise Authorization for you, which will authorize your repairs. We will send you a pre-paid shipping label so you can send the notebook to us. The Shipping label and box will be sent out within 2-3 business days after the RMA is issued. When you receive the shipping label attach it to the outside of the box. Before sending your notebook in for repairs, please verify that any media such as games, music, or your Restore CD have been removed from your CDROM, DVD, or CDRW drive.
08 Jan 2006 05:08:18 PMCandice_GWPR169 says: Please send battery and AC Adapter in with the Notebook. Please do not include any other peripheral hardware you may have hooked up to the notebook. Please also verify that the Notebook has been packaged for safe transit, as you will be responsible for any damaged incurred to the system in shipping.
08 Jan 2006 05:08:24 PMCandice_GWPR169 says: When the Notebook is packaged and the shipping label is attached to the box, write the RMA number on four sides of the box. After this has been done take the box to the nearest Federal Express authorized pick up point. Please retain a copy of the shipping label for your records. Once the Notebook is received at the warehouse, it may take up to 3-5 business days for the computer to be repaired and sent back.
08 Jan 2006 05:08:31 PMCandice_GWPR169 says: Your RMA# EN010608031
08 Jan 2006 05:09:27 PMbryan partington says: thank you.
08 Jan 2006 05:09:55 PMCandice_GWPR169 says: Have I addressed all your issues for today?
08 Jan 2006 05:10:09 PMbryan partington says: yes. you have been extemely helpful
08 Jan 2006 05:10:12 PMCandice_GWPR169 says: For future reference, I have documented our chat in Case ID: 11226779. You can use this number when contacting us again.
08 Jan 2006 05:10:14 PMCandice_GWPR169 says: I would appreciate it if you could share your comments about our chat session. A survey form will appear after we close this chat session.
08 Jan 2006 05:10:30 PMbryan partington says: have a very good day. and again, thank you.
08 Jan 2006 05:10:35 PMCandice_GWPR169 says: It was a pleasure working with you. My name and badge number are Candice_GWPR169. Thank you for using Gateway Remote Assistance and have a great day.