• Report:  #17886

Complaint Review: Gateway Computers - Nationwide

Reported By:

Gateway Computers
www.gateway.com Nationwide, U.S.A.
Tell us has your experience with this business or person been good? What's this?
I purchased a Gateway Computer over the internet along with the upgrade to "Gold" warrantee which was described as "next day on site repair". I began having problems with the disk drive and the machine booted erratically. I spent hours on the phone with techies who knew less than I did about the system. They put me on hold for 20 minutes multiple times while they apparently read manuals or consulted with others.

After 4 multi-hr phone sessions a "senior" technician decided "we" should delete the operating system and re-format the hard drive. We're talking about a half-day's work--if this actually cures the problem. Half-way through the deleting process, the machine crashed and at this point I could no longer boot the machine and no further diagnostics were possible.

I was now instructed to pack the machine up "in the original boxes" and send it back to Gateway for repair "within 30 business days". I was obviously livid about the "next day on-site" warrantee I had purchased. Gateway explained that this only was valid if they could diagnose the problem over the phone and I wasn't comfortable doing the repair myself. They do no diagnosis in the field.

Funny that the warrantee card didn't say anything like this--not even in the small print. Needless to say, after owning and recommending Gateway computers to many people, I'm now letting as many as possible know they'd be crazy to buy a computer from a company with a service policy like Gateway's.


Akron, Ohio

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