- Report: #5378
Complaint Review: Gateway Comuter - Nationwide
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Gateway Comuter
Nationwide Nationwide, U.S.A.
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Gateway, uncooperative when returning faulty merchandise
In July 2000 I purchased a Gateway system at my local Gateway Country Store. Having spent nearly $3500.00 I expected the company to deliver quality goods and stand behind their gaurantee that I'd be satisfyed with my purchase.
From that point my experience with Gateway went from bad to worse to absurd. The system arrived and I happily unpacked and set-up my new computer. The second time I tried to boot-up the machine gave me nothing. By nothing I mean no monitor display, no start-up sound -- nothing. I called Gateway and spent over an hour with various reps and techs. We finally got the machine to boot. I was told I shouldn't worry and that was that. The next day the same thing. This time I called and (again spoke with several reps and several techs, was hung-up on and each time I got a new rep, had to explain the problem over and over) explained that I wanted my CPU replaced. I was told that they would send me the faulty part and I could "swap-out and return". WRONG! Why would I want to repair my brand new machine?? The rep diagnosed my problem (via telepathy, I presume) and said I could fix it or they would have a tech visit my home and do the swap-out. We ended our call and I, immediately, called back to speak with a supervisor. After another 45 minutes I got through to a supervisor. This time I was told that the part being sent to me was not at fault and shouldn't have been ordered. At this point I explained that if they were unwilling to replace my CPU I would box-up the system and return it. For some reason the supervisor was unable to initiate the return and I'd have to call again. (WHAAAAT??) I repackaged my system and took it to my Gateway store. After letting everyone in the store know what appaling servise the company offerred I was given a copy of my return order and told to take my syetem home and waith for the UPS labels for return. The labels came and I returned the system and called American Express to dispute the charge on my account. Remember this takes place in July. Not until APRIL 2001 does gateway credit my account. They claimed that they hadn't recieved everything, that the processing order had been misplaced, that they had credited when they haden't. This problem went on for NINE MONTHS. (Lucky for me American Express removed the disputed charge -- what if I had paid by check? financed through Gateway?? an even bigger mess, I presume).
This company is unbelieveable! I have done everything I can to keep friends and family from buying Gateway.
GATEWAY??? NEVER!!!
(P.S. I bought a Compaq system and it has opperated flawlessly. When I have had occasion to call tech support they were courteous and more than helpful.)
From that point my experience with Gateway went from bad to worse to absurd. The system arrived and I happily unpacked and set-up my new computer. The second time I tried to boot-up the machine gave me nothing. By nothing I mean no monitor display, no start-up sound -- nothing. I called Gateway and spent over an hour with various reps and techs. We finally got the machine to boot. I was told I shouldn't worry and that was that. The next day the same thing. This time I called and (again spoke with several reps and several techs, was hung-up on and each time I got a new rep, had to explain the problem over and over) explained that I wanted my CPU replaced. I was told that they would send me the faulty part and I could "swap-out and return". WRONG! Why would I want to repair my brand new machine?? The rep diagnosed my problem (via telepathy, I presume) and said I could fix it or they would have a tech visit my home and do the swap-out. We ended our call and I, immediately, called back to speak with a supervisor. After another 45 minutes I got through to a supervisor. This time I was told that the part being sent to me was not at fault and shouldn't have been ordered. At this point I explained that if they were unwilling to replace my CPU I would box-up the system and return it. For some reason the supervisor was unable to initiate the return and I'd have to call again. (WHAAAAT??) I repackaged my system and took it to my Gateway store. After letting everyone in the store know what appaling servise the company offerred I was given a copy of my return order and told to take my syetem home and waith for the UPS labels for return. The labels came and I returned the system and called American Express to dispute the charge on my account. Remember this takes place in July. Not until APRIL 2001 does gateway credit my account. They claimed that they hadn't recieved everything, that the processing order had been misplaced, that they had credited when they haden't. This problem went on for NINE MONTHS. (Lucky for me American Express removed the disputed charge -- what if I had paid by check? financed through Gateway?? an even bigger mess, I presume).
This company is unbelieveable! I have done everything I can to keep friends and family from buying Gateway.
GATEWAY??? NEVER!!!
(P.S. I bought a Compaq system and it has opperated flawlessly. When I have had occasion to call tech support they were courteous and more than helpful.)
