• Report:  #30018

Complaint Review: Gateway Computers - Nationwide

Reported By:
- Summerfield, FL,

Gateway Computers
Nationwide Nationwide, U.S.A.
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I updated my credit information with Citibank on February 28. I ordered a computer from Gateway in the beginning of March 2002 with a ship date of 3/11/02. I ordered the 500SE with an upgraded 40GB (7200 rpm, Win 98SE, a free 17" monitor and a 3 yr extended warranty. I also ordered Quickbooks Pro 2002 (retail version NOT OEM) and a Plextor EXTERNAL CD-RW as additonal items. The total for the computer and upgrades was $968 plus $249.99 for Quickbooks and $129.99 for the EXTERNAL CDRW. Total order of approx $1300 after AARP Discount. I also tried to order additional software and was told it would have to be ordered through the accessory store.

I called on 3/21/02 to see where the computer was and was told that the shipping and billing address were wrong and that they had tried to call me 4 times to verify the address but the phone was disconnected. After disputing the validity of calling a disconnected number 4 times and knowing that I gave the sales rep AND Citibank my correct shipping billing and phone numbers, I was put through to another sales rep to replace the order.

After telling the sales rep the problem & replacing the order, the sale rep told me the total would be over $1700 even with the free shipping they offered me beacuse of the snafu. I refused to re order unless they honored the original price. The computers were down at the time and he said he would call me back with a total. The next day there was a message on my machine that said the computer would be $1300. This price was off by approx $100 but I authorized the shipment and figured I'd dispute the difference when I received the invoice.

I got the computer, got an INTERNAL CDRW, OEM version of quickbooks and NO INVOICE. I hooked up the computer and had bad speakers. I called Cusomter Service and they offered to replace the speakers but I would have to call my sales rep to return the CDRW, Software and get an invoice. I did (over 25 times over the next 3 weeks). I also called his supervisor and his supervisors assistants only to be ignored by all of them.

I was finally sent a copy of my invoice sometime in May but they refused to exchange the CDRW for the ordered product saying it was not an exchange of like kind. I was told by my Sales Rep (4/14/02) that he wasn't sure if a replacement was available. And in another instance was told that I would have to exchange it thru the accesory store since that is where it was ordered from. The accessory store has no record of the order.

The invoice shows charges for monitor downgrade, Extended warranty at the wrong price, full shipping and they disregarded the AARP Discount I should have been allowed. The invoice for the computer was at $1300. they charged me separately for the CDRW and failed to tell me that was not included in my original quote on the reorder.

I received a message on my machine that said the problem had been taken care of and return labels should be here within a week. I got the return labels 6/12/02 and to date am still waiting for the replacement product. On top of all this, I get my first statement from Citicards/Gateway in May and it already has interest accrued, late charges and a beginning balance of over $1500. Eventhough they had the correct address, I never got a statement. So I dispute with Citicards and get a run

around from them. I finally pay the bill by check by phone and I'm charges $9.95 to do so which they ask if I would like put on my account or taken out of my bank account. I tell them to take it out of my bank account. They do and ALSO they post the $9.95 to my account.

At this point I am so disgusted with the whole situation, I call Customer Service and tell them I want to return the computer. I'm told that I CANNOT return the computer after 15 days. When I told them I'd have the Florida Attorney General's office look into the matter, she told me to go ahead just make sure I enclose a copy of my warranty with my complaint and hung up on me.

I recommend and install systems in Florida businesses and I will NEVER recommend a Gateway. I refuse to pay this bill just like they refuse to acknowledge my problems. Their business practices are highly unethical. Oh Yeah, by the way, my sales rep told me that because HE had discounted the price on the computer so deeply, they wouldn't honor the AARP Discount or the free shipping they offered as a consolation for my inconvience.

My final words: GATEWAY SUCKS !!! All the way around.


Summerfield, Florida

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