• Report:  #280554

Complaint Review: Gateway Computers - Irvine California

Reported By:
- Ashtabula, Ohio,

Gateway Computers
7565 Irvine Center Drive Irvine, 92618-2930 California, U.S.A.
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I ordered a computer from Gateway Computers on September 18, 2007. I did this through their online chat on their website. On October 5, I was sent an email saying that the computer was backordered. Their second "estimated arrival date" was October 26, 2007. I checked their online order status many times and found out that the computer had not gone into production.

On October 20, 2007 I checked the order status and found out that this computer still had not gone into production. I emailed Gateway and told them to cancel the backorder. I was initially told that the cancellation would take 24-48 hours. When the 48 hour period was up the computer had not been cancelled and still had an estimated arrival date (their words) of October 26, 2007. It had still not gone into production.

Between October 20 and October 24 (today) I have emailed this company 11 times asking the status of this cancellation. Each time I email them I am being told something different. I was told by a customer service rep named Stephanie that this order was on hold and was definitely in the process of being cancelled. On October 22, 2007 two days after I cancelled the order I got an email from "Gem" the customer service rep who placed the order. She offered me $100. discount if I did not cancel the order. I have 11 emails from Gateway that are full of conflicting information and double talk. I finally gave them a deadline of October 24, 2007 to either cancel the order or I would file a complaint with the Ohio Attorney General's office.

When I checked the order status early this morning (Oct 24)I found out that the ship date had been pushed out until Nov 15, 2007. How does an order that is on hold and in the process of being cancelled get a new ship date?

I contacted my credit card company and found out that there was a pending charge from Gateway. I told them that they are not to accept any charges from Gateway and they are to call me on my cell phone immediately if Gateway even attempts to put this charge through. They have reversed the pending charge.

This morning I recieved an email from Rick at Gateway. He said that "we have processed your request." He would not give me the words "this order is cancelled." I sent him an email asking "Is this backorder cancelled, yes or no." He has not answered me probably because they have not cancelled it. It is still showing up on their online order status as having a ship date of Nov 15, 2007 and still has not even gone into production. The Nov 15, ship date is almost two months from the date of the original order. I guess I will have to file a complaint with the Ohio Attorney General's office.


Ashtabula, Ohio


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