Here is a copy of a letter sent to Jeff WEITZEN, CEO of GATEWAY 2000
REFS: Client I.D. 22135333 - Sales Representative: 20352902 - Gateway Order: 43179355
System Serial: 0017103411
To make a very long story as short as possible, my wife and I purchased a GATEWAY PROFILE 2, on January the 3rd 2000 at our local GATEWAY Store (Union Square Gateway Country "store" New York City).
The main concern in purchasing this computer, was that it would be compatible with our SONY Digital Camera DCR-TRV8. We explained all our needs to our sales person, Imen Bakhouche, who, in no uncertain terms, assured us that it WOULD be compatible. Therefore, based on this guaranty, we made the decision to purchase the Profile 2.
During the first month, I contacted GATEWAY and SONY to find the right connection system. A SONY representative advised me to purchase a package including software for a value of $350. When I then contacted GATEWAY to make sure it was the right package for my PROFILE 2, the Technical Support person informed me that it would not work.
However, in the quest of a connection system during the first month after our purchase, no one at the Technical Support Team from GATEWAY told me that my camera would not compatible with the computer I had. Some technicians told me that it could be done, and some others told me it could not; I couldn't get a straight answer from anyone at GATEWAY!
When I received the GATEWAY Magazine Summer 2000 issue, I had the big surprise to see the same camera as mine, presented page 42 with a computer from GATEWAY (SOLO 9300).
I have recently been speaking with different people from Customer Services, as well as several managers (among them Adam, Batch # 87428). At no moment, did I feel their desire to "repair" an error, which I was not responsible for Their cooperation in solving my problem was null. I just have been told repeatedly of the GATEWAY Terms of Sales and Warranty. I even proposed to pay the difference between the price of my PROFILE 2 and the computer shown on the GATEWAY Magazine. When I was told that nothing could be done for two years, I was more than shocked. The rules of GATEWAY are tight and I understand; but when a sale has been wrongly made, an agreement or settlement should be reached.
-Why should I wait 2 years to erase a mistake made by one of YOUR GATEWAY sales person?
-Why was I not proposed the machine compatible with my digital camera at the time of sale?
-Why did I have to wait for the GATEWAY news letter to know that this system even existed?
-Why did I have to wait for more than a month, and even four, to learn that my PROFILE 2 wasn't able to read images recorded on a SONY DCR-TRV8?
-Why does it take 8 to 10 different GATEWAY Technical support agents before I have been able to have a clear answer regarding an inadequate sale?
-Can any of my legitimate questions be answered?
I regret to inform you that I will send a copy of this letter to The Better Business Bureau, as well as to the Consumer Report magazine Web site.
I hope that this letter will have arrived on your desk, and that maybe I will find satisfaction at GATEWAY.