The latch on my Gateway laptop broke. I called Gateway to see if they could send me a replacement latch. (it took several days and phone calls to find the right department to help me) The technician I talked to was very nice and said that I would need to mail my laptop in because the outside rim of my computer would have to be replaced. He told me my laptop was out of warranty but he would discount my service charge. He arranged to have a box sent to me and it arrived the next day. This ends my pleasant experience with Gateway.
The Friday after my laptop was picked up I received a email from Gateway asking me to call 1-877-285-6043 to discuss my repair. The office was closed for the weekend so bright and early Monday morning I called again. The phone was answered by R. J., the rudest man I have ever talked to. R. J. informed me that the screen on my computer was broken when they received it. I told he that wasn't possible because I used it up until the delivery man arrived. R. J. assured me it was broken and it would cost me several hundred dollars to replace it. I suggested that it was broken during delivery because it was fine when it left me. R. J. said the box was in perfect shape when it arrived. I asked if he had seen the box and he said no. Again he repeated that I could pay to replace the screen or he would return the computer. I then suggested that it would be very easy for the technician to accidentally crack my screen as the piece he was replacing surrounded the screen. He said that wasn't possible. He would not consider or discuss any other solution other than I mailed in a computer with a cracked screen. He all but called me a liar. I asked to speak to a supervisor and he told me he was the supervisor and there was no one else higher that I could talk to. I was forced to give him a credit card to repair my computer.
I wrote a letter to Gateways CEO, Ed Coleman, Bruce Riggs, Senior VP of Operations and Customer Care, and Mike Tyler,the Senior VP Chief Legal and Administrative Officer.
I explained to them what happened to my computer and how rude and unpleasant R. J. was. I told them that in a perfect world, R. J would be moved to a position where he did not deal with the public, the technician would admit he accidentally broke my screen, I would be refunded money I didn't owe and most of all they would apologize for the way I was treated. I told them that customer service was the heart of any business and unless theirs improved their business would not survive for long.
I was in high hopes that someone would believe I didn't send in a computer with a cracked screen and I would get an apology from Gateway.
Guess what? I heard from Gateway! I received a call from a woman who made R. J. sound like an angel! She claimed to be from the corporate office. She informed me my letters were received and nothing would be done, She said I could write all the letters I wanted but she would be the only person I would ever talk to at Gateway. Gateway obviously hires only rude people.
After searching the Internet I have learned that there are folks out there that have been treated worse than me. The only satisfaction I'm going to get out of this experience is to warn as many people as I cannot to buy from Gateway