• Report:  #5113

Complaint Review: Gateway Computers - North Ryde - Sydney Australia

Reported By:
- Tempe, Arizona,

Gateway Computers
Level 2, 6 -10 Talavera Rd North Ryde - Sydney, Australia, Australia
(02) 9641 2000
Tell us has your experience with this business or person been good? What's this?
I've been fighting with Gateway since August of last year, trying to get my Solo 5150 notebook

fixed. So far I have had *4* new chasses, the first of which gave me three months' service and the

next three of which have been DOA.

I am seeking others in Australia experiencing the same frustration because I want to do something

like an expose on "A Current Affair" but they need about a dozen complaints to make a story.

Contact me, or A Current Affair directly at Channel 9 in Melbourne.

Here is my report::::::::

Log of details and history of Gateway PC

History of Gateway Solo 5150 notebook computer

March 99 ...Purchased

August 00 ...Screen backlighting dies

Gateway tech support person instructs me to send machine to Adelaide for repairs, 3-5 working days. Machine not returned for 6 weeks.

(New chassis #1)

January 01 ...Machine begins periodically "locking up"

Gateway tech support person instructs me to send machine to Port Melbourne for repairs, 3-5 working days. Machine returned within 1 week.

(New chassis #2)

Machine periodically suspends itself, starting from 25 mins use, decreasing exponentially to seconds between suspends. Work pressures keep me using my backup system until I have time to fight Tech Support again.

13 March 01 ...Report "suspend" problem. Gateway tech support person tells me that new parts will be shipped to Port Melbourne, and GETronics will let me know when to send the machine in.

24 March 01 GETronics phones to say parts in stock.

25 March 01 Return machine to GETronics, Port Melbourne.

28 March 01GETronics phone tosay computer ready for collection.

29 March 01 Collect machine.

(New chassis #3). Machine does not recognize CD-ROM device (at BIOS level). Case rattles at rear left near USB ports. Machine labelled underneath as pentium II 233 Mh, although 266Mh Celeron internally. Gateway logo sticker on front is rotated 90 degrees. "Quality refurbished parts"? I think not.

2 April 01 Report CD-ROM problem. Incidentally, machine won't run X Windows under Linux any more. Gateway tech support person says they'll ship a new chassis directly to me to fit.

3 April 01 Chassis #4 arrives. Keyboard is worn, and keys at left hand side are loose. Screws missing from base of unit near rubber feet. A broken metal piece of something is in the battery compartment. Still no graphics under Linux.

4 April 01 8am Report condition of yesterday's chassis, also X problem. Gateway say they don't support Linux - not explicit in my purchase agreement, and 1st and 2nd chassis, and friend's unit I'm using for backup all work OK. Offers to send yet another chassis. Insist on speaking to supervisor - told turnaround time for a callback will be 24-48 hours.

1pm Call for supervisor, on hold, rerouted to reception, took message

Eventually I got to speak to a supervisor, and was shipped a new replacement unit - actually a later model than my 5150. But what a saga! I will never buy Gateway again, and have been actively telling as many people as I can the same.

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