Complaint Review: Gateway Computers - Sioux City South Dakota

Regarding this issue I just have a few pieces of information that may have helped you. First, gateways proffered method of repair has just changed from ASC (Place of purchase doing repair) to manufacturer repair. We no longer suggest a customer send computer in through best buy because when this is done, the documentation is done on an account created for best buy, not for the customer. The only way we were able to at that point in time know that repairs were done was if you had best buy fax the information of repairs in. That in itself would have cause you most of this problem, at no fault of yours obviously. Also, if it had been sent in through us, you would have qualified for a replacement computer after 2 failed repairs within a 90 day period. Obviously this would have been at the discretion of gateway. On top of that. CRM Dave is a good friend of mine. You may be happy to hear though that he no longer works for gateway. Personally I believe that if this is the way that Dave handled this call, most likely he took the correct actions. That is besides the point though, and I may still be very incorrect about that. The main focus to this response is just to inform you that although this had occured once, Gateway has been recently making drastic changes to how these incidents are handled. Another suggestion in these types of situations is to always, once you reach your boiling point or a dead end with management, ask for the number to corporate. In all honesty, when you were speaking with us, you were speaking to a 3rd party company that works for gateway, not gateway themselves. Gateway corporate is always the most reliable way to end these disputes. I would like to however apologize on the behalf of the service that you recieved. Honestly though, this is not the normal circumstance. Lastly, ALWAYS when having a device repaired, have the repairs done directly between customer and manufacturer. Adding Best Buy as the middle man is what caused this issue to not be resolved.

Regarding this issue I just have a few pieces of information that may have helped you. First, gateways proffered method of repair has just changed from ASC (Place of purchase doing repair) to manufacturer repair. We no longer suggest a customer send computer in through best buy because when this is done, the documentation is done on an account created for best buy, not for the customer. The only way we were able to at that point in time know that repairs were done was if you had best buy fax the information of repairs in. That in itself would have cause you most of this problem, at no fault of yours obviously. Also, if it had been sent in through us, you would have qualified for a replacement computer after 2 failed repairs within a 90 day period. Obviously this would have been at the discretion of gateway. On top of that. CRM Dave is a good friend of mine. You may be happy to hear though that he no longer works for gateway. Personally I believe that if this is the way that Dave handled this call, most likely he took the correct actions. That is besides the point though, and I may still be very incorrect about that. The main focus to this response is just to inform you that although this had occured once, Gateway has been recently making drastic changes to how these incidents are handled. Another suggestion in these types of situations is to always, once you reach your boiling point or a dead end with management, ask for the number to corporate. In all honesty, when you were speaking with us, you were speaking to a 3rd party company that works for gateway, not gateway themselves. Gateway corporate is always the most reliable way to end these disputes. I would like to however apologize on the behalf of the service that you recieved. Honestly though, this is not the normal circumstance. Lastly, ALWAYS when having a device repaired, have the repairs done directly between customer and manufacturer. Adding Best Buy as the middle man is what caused this issue to not be resolved.

Regarding this issue I just have a few pieces of information that may have helped you. First, gateways proffered method of repair has just changed from ASC (Place of purchase doing repair) to manufacturer repair. We no longer suggest a customer send computer in through best buy because when this is done, the documentation is done on an account created for best buy, not for the customer. The only way we were able to at that point in time know that repairs were done was if you had best buy fax the information of repairs in. That in itself would have cause you most of this problem, at no fault of yours obviously. Also, if it had been sent in through us, you would have qualified for a replacement computer after 2 failed repairs within a 90 day period. Obviously this would have been at the discretion of gateway. On top of that. CRM Dave is a good friend of mine. You may be happy to hear though that he no longer works for gateway. Personally I believe that if this is the way that Dave handled this call, most likely he took the correct actions. That is besides the point though, and I may still be very incorrect about that. The main focus to this response is just to inform you that although this had occured once, Gateway has been recently making drastic changes to how these incidents are handled. Another suggestion in these types of situations is to always, once you reach your boiling point or a dead end with management, ask for the number to corporate. In all honesty, when you were speaking with us, you were speaking to a 3rd party company that works for gateway, not gateway themselves. Gateway corporate is always the most reliable way to end these disputes. I would like to however apologize on the behalf of the service that you recieved. Honestly though, this is not the normal circumstance. Lastly, ALWAYS when having a device repaired, have the repairs done directly between customer and manufacturer. Adding Best Buy as the middle man is what caused this issue to not be resolved.

Regarding this issue I just have a few pieces of information that may have helped you. First, gateways proffered method of repair has just changed from ASC (Place of purchase doing repair) to manufacturer repair. We no longer suggest a customer send computer in through best buy because when this is done, the documentation is done on an account created for best buy, not for the customer. The only way we were able to at that point in time know that repairs were done was if you had best buy fax the information of repairs in. That in itself would have cause you most of this problem, at no fault of yours obviously. Also, if it had been sent in through us, you would have qualified for a replacement computer after 2 failed repairs within a 90 day period. Obviously this would have been at the discretion of gateway. On top of that. CRM Dave is a good friend of mine. You may be happy to hear though that he no longer works for gateway. Personally I believe that if this is the way that Dave handled this call, most likely he took the correct actions. That is besides the point though, and I may still be very incorrect about that. The main focus to this response is just to inform you that although this had occured once, Gateway has been recently making drastic changes to how these incidents are handled. Another suggestion in these types of situations is to always, once you reach your boiling point or a dead end with management, ask for the number to corporate. In all honesty, when you were speaking with us, you were speaking to a 3rd party company that works for gateway, not gateway themselves. Gateway corporate is always the most reliable way to end these disputes. I would like to however apologize on the behalf of the service that you recieved. Honestly though, this is not the normal circumstance. Lastly, ALWAYS when having a device repaired, have the repairs done directly between customer and manufacturer. Adding Best Buy as the middle man is what caused this issue to not be resolved.

File a complaint with your local Office Of Attorney General's Consumer Affairs . When you get the complaint form they will send you , complete it , and attach ( copies ) of your receipts , etc . , and and addition page if need be explaining how many times you have called for trouble shooting , how many times they said over the phone your MB needs replacing , how many times it's been sent in and sent back , and finally what they told you about warranty running out , and to forget about it . Explain all the prior correspondences , attempts at repair ,etc. were started " before " the warranty ran out . What you want is a replacement of equal or better quality and value . Now don't expect a new one ( but you can ask ) . I went through the warranty deal with a desk top , complained through the attorney general's office . It was a MB problem . ( they can get the consumer contact person involved ) . I ended up with a refurbished system of better quality and value , and it's still going strong almost 4 years later . " as an act of courtesy ". If all goes well , you'll have to sign an agreement , and should get at least a 3 month warranty .

Jaci R Konop, I have received a phone call today, 12/26/2007, from Robert Hudson representing Gateway and have been informed that the computer cannot be repaired and that Gateway is no longer going to discuss the matter of replacing the computer or refunding any money paid. However, the fact of the matter is that the Gateway computer I purchased did work reliably for approximately eight months after which it failed as discussed in my previous correspondence and is of no value to me in its current state of disrepair. I have done some research on the quality of the service performed by Gateway and the integrity of their service department and have found that I am not alone in my being in possession of a computer from Gateway that does not work and cannot or will not be repaired. I am asking you to intercede on my behalf and force Gateway to honor the terms of the warranty and to refund the purchase price or replace the defective notebook I had purchased with a new, not refurbished, unit.