The Gateway Laptop Model MT6709 I purchased in May 2007, crashed on 1/09/2010 - I contacted Costco where I had purchased it and was connected on a 3-way call with Gateway support.
Gateway told me that they could repair the computer over the phone however since the warranty had expired, I would need to pay for Tech Support.
According to Answers by Gateway Tech Support, they have 3 levels of service - since it was explained to me that it take longer than 90 minutes to fix my computer, they suggested that I take their 3rd level, 15 incident' package - $199.99 which would include repair service on a variety of other products throughout the year. Before giving my credit card, the sales agent assured me that the computer can be fixed.
I gave him my credit card number to pay for the $199.99, and I was put in contact with tech support. My phone call was with a very quick and nervous techman who was constantly leaving me on hold, returning to only have me run through again and again, the same exact procedures he had me run through before he put me on hold. This was done 3 times after which he again put me on hold, came back and breathlessly tried to sell me a new hard drive for $50.00! He then told me he was sending me an email with explanations of what I should do - even though, I told him I had no computer with which to take emails!
He said he was not able to fix my computer. I hung up and phoned the order department and asked for my $199.99 to be reversed - a nasty insulting woman told me that they would not give any refund and that they did as much as they could within their power to fix my computer.
I have reported this to the Better Business Bureau, California Attorney General's Office, and Office of Consumer Affairs, after which time, an Acer representative telephoned me and told me the same thing that they have done everything within their power to fix my computer - with no offer of compensation.
Now today, Gateway told the Better Business Bureau that they would not refund my money to me.
I have already sent Gateway a demand letter and will be filing a lawsuit in Small Claims Court to gain back my $199.99 which was taken, I feel fraudently.
How disappointing all of this is - I am shocked at how many people have had problems with Gateway, I thought when I purchased their computer that they were a 'good' company, but it doesn't look like it.
I will do as much as I can to get the word out to as many people as possible regarding this.
EDitor's Suggestions on how to get your money back! HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:
Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.
According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.
If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.
Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!DO NOT TAKE NO FOR AN ANSWER!
Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.
And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.
Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.
If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.CHARGES TO YOUR CREDIT CARD
If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.
Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.
And good luck Let us know how you do!
ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com
Rip-off Report PO Box 310, Tempe, Arizona 85280