Melissa
Prattville,#2Consumer Comment
Mon, May 23, 2005
Are you serious? They have a "DO NOT SUPPORT" list? Recently, I had a problem with the pin in the back of my laptop where the charger connects. This is actually the second laptop that I've had this problem with. With the first, I didn't have the extended warranty. And the cost to fix it was about the same as I paid for the computer (it was a refurbished laptop). But, I will admit that I liked my first Gateway so much, I decided to buy another. So thinking that because I bought a refurbished, the problem could have been there all along. So when I went to buy my second, I took my first one with me and showed them what the problem was and asked them what did I need to do to keep it from happening again. They said they weren't sure what caused it, but if I purchased the extended warranty, I should be covered because it covered parts and labor for 3 years. So I got it. Well, the same problem happened with my second. So I called them, the first thing they checked was to see if I had an extended warranty. They told me that I had 263 days left on my warranty. I told them the problem and they said that my warranty WOULD NOT cover this. I was so mad! I told them that this was the only reason I even purchased the extended warranty in the first place! I don't know how many people I was transfered to, (it was a lot) but I had to repeat this story over and over. And I'll admit, I got a little ugly with some of the people I talked with. I finally got someone to help me out. Otherwise, I would have been stuck with a computer, with 263 days left on the warranty, that I could not even turn on because I couldn't get a charge because of the pin. Does this mean that because I got a heated with some of the people I talked with that I might be on the "do not support" list? How does this list work?
Matt
Fort Worth,#3UPDATE EX-employee responds
Wed, May 04, 2005
I am not really sure what original technical issue was that prompted your harsh responce. However, as I a former Tier 2 Tech for Gateway I can assure you, that every reasonable attempt to resolve your issue was made. PS-I would not advise the use of your tactics, all will accomplish is you being put on the DO NOT SUPPORT list, and very happy tech that has very short call. Remember that you can catch more flies with honey than vinegar.