- Report: #111928
Complaint Review: Gateway - Internet
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Gateway
www.gateway.com Internet, U.S.A.
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Gateway.com Ripoff! Confirmed They Delivered Me A Defective Computer for $2,178.98 But Still Refuses To Refund My Money! Internet
Gateway's Defective Computers & Deceptive Business Policies Force Consumers To Pay The Price........ And We're Not Getting What We Paid For!
It is completely fraudulent to sell a customer an incomplete product for $2,178.98 with no power cord and a dead mouse and then deny a return when the basic parts finally arrive a month later and confirm a completely defective machine was delivered.
There was no way of knowing the actual machine was defective until I had a power cord and a working mouse to operate the machine! Warranty should take effect ONLY AFTER ALL WORKING COMPONENTS THAT WERE PAID FOR ARE RECEIVED. Therefore, I DID stay within the 15 day return policy but they still refuse to send me a return authorization and give me a refund!
I purchased a Gateway Profile 5 computer directly from www.gateway.com on August 26, 2004, for $2,178.98. The computer was delivered to me on September 3, 2004. When I opened the box to set it up and test it out, I could not, because it came with everything but a power cord! I called Gateway immediately and told them, and they said they would immediately expedite a power cord by express mail. The power cord did not show up until one week later on September 9, 2004.
When I finally plugged the computer in, then the wireless mouse would not function.The wireless keyboard was working, but the wireless mouse would just not control the pointer. I couldn't even do a simple double click on the screen to open a program and test the actual computer yet! I called technical support and asked them what's up with this mouse. They told me to make sure the batteries are new, I bought new batteries and still nothing, I asked about wireless phone interference and moved the location of the computer, although they said it was unlikely, still the mouse wouldn't respond. Tech support had nothing to say, they didn't know why it wasn't working.
They told me I should buy a mouse with a wire. What?! Why? I just spent over $2,000! I called my own computer tech and had him come over to look at this silly problem with the mouse now, and he said the mouse was no good, he told me to send it back because it's defective. I called Gateway again, told them the computer tech confirmed the mouse is defective. I told them I wanted a mouse with a wire as a replacement to be sure I don't suffer any more down time with this, we haven't even gotten to test the computer itself yet!
They would not send me a mouse with wire, they would only replace what I have, another wireless mouse. Fine. I waited for this mouse for over a week. when I called to find out what happened and why it did not arrive, they said it was on back-order and would take another 10 days or more! I couldn't believe I was sitting here waiting for something that wasn't even on its way.
I finally got fed up and went out and bought a mouse with a wire instead of waiting for them to come through. I connected the new mouse I bought and it worked fine. Finally, now I can test this thing out! As soon as I tried to begin opening programs or surfing the internet, the whole computer shut down by itself and restarted itself. It was acting very weird, so I tried again. Again, the computer just shut itself down and restarted with no error codes, no message or warning or anything. About 15 times in a row the computer did this for no apparent reason, and still does, randomly no matter what I'm doing even after I adjusted the control panels for everything.
I ran Norton utilities and it came up with nothing. I called tech support and I told them that I wanted to return this computer because there is definitely something very wrong with it. I spent about two hours on the phone with a tech woman who said she understood my frustration and my desire to return it, but asked me if I would at least try one more thing while on the phone with her. She got a special authorization to do a whole reformatting of my system over the phone with me to get to the bottom of the problem. I agreed to try it. After two hours of several different diagnostic tests, the tech confirmed to me that I had a corrupted hard drive and that the system is defective.
She said I could send it in for service, but I said I do not want to send it to be serviced, I want to return it for a refund. I was delivered defective merchandise for $2,178.98 and I cannot afford more waiting and downtime. I paid for a new computer, not a defective one that needs service. She said it would be no problem, she was very sorry, this almost never happens, and she would transfer me to a customer service representative and she would explain the situation to them and they could arrange a return.
When the customer service rep got on the line, she had no idea what I was talking about, she said I could not return it because I had gone past the 15 day warranty, and she was so rude! I couldn't believe the way she spoke to me after two hours of explaining and diagnostically PROVING it to another rep who understood and said she would explain it to the next rep. I had to explain over and over again to countless representatives that I was delivered an incomplete system with no power cord first, & then it had a dead mouse.
After I got those items, THEN i found out the actual computer itself was corrupted. These are vital and necessary accessories needed to operate the computer to find out if it works okay! How could a warranty begin before all working components that were paid for are received? I didn't receive a working replacement mouse until September 29, 2004. That means that the 15 day warranty should begin on September 29, 2004 when all working components were delivered. October 14 should be the expiration of the warranty, but Gateway is enforcing the warranty expiration of 15 days after it was delivered originally, even though it had no power cord and a dead mouse!
I contacted my credit card company to cancel payment on the computer and pursue action through them. They sent me a form to fill out to get refunded for this defective merchandise. As soon as I did that, a Gateway supervisor called me and said they WOULD authorize a return for the computer. They said they would send a box and a return authorization sticker and that they were sorry!
I waited for a week and no box or sticker arrived. So I called Gateway again to ask what happened, why didn't the box or return sticker arrive yet? I was passed around to about six different reps again and put on hold for countless times over another two hour period just to find out about the box and sticker they said they were sending.
They THEN said they had no record of any return authorization for this order and again offered to service it! NO RECORD OF A RETURN AUTHORIZATION? I again explained that I had already gone through the necessary process to return the machine and get a refund, they had already agreed to take it back and refund it, as a matter of fact, THEY called ME and said so, and now they're calling me a liar and they are saying they have no record of anyone authorizing a return.
I spoke to a supervisor and asked what I should do. They had nothing to say! They said they didn't have the authority. I asked who does? They said the business office, but that it was no use because they simply won't take it back. They are flat out REFUSING to take this piece of junk defective computer back even though they themselves confirmed it was defective upon delivery! They won't send me a return authorization sticker now even after they specifically CALLED ME and said THEY WOULD! It's a corrupted hard drive, It's a corrupted company and I just want my money back so I can buy a computer that works. It definitely won't be a Gateway.
It is completely fraudulent to sell an incomplete product for $2,178.98 with no power cord and a dead mouse and then deny a return when the parts finally arrive a month later and confirm a completely defective machine was delivered. There was no way of knowing the actual machine was defective until I had a power cord and a working mouse to operate the machine. They delivered an incomplete system, when the system components were finally delivered, the computer was found to be defective. It's that simple.
I have never in my life been given such a run around that included so many mind games and actual lying from a company that is supposedly so reputable and reliable. I just can't believe this company is still in business with the way they treat people and the way they're peddling broken merchandise and forcing people to pay for it.
When I found rip-off report.com, I couldn't believe how many other complaints were filed against Gateway for similar experiences. I feel even more ripped off after seeing how many people are having these same types of problems, and it makes me even more angry that so many people are being ripped off by Gateway and vocalizing how bad of a company they've become and they're still not reforming their ways? Wake up! Your customers are in an uproar! Your customer service is TERRIBLE!
September 3, 2004 .......... Incomplete Computer System Delivered - No power cord
September 9, 2004 .......... Power cord delivered, Turn on machine, now find that mouse is dead, will not control basic operation
September 24, 2004 ....... Bought new mouse with wire MYSELF to test machine and found machine to be defective, Gateway tech later confirmed corrupted system Hard Drive
September 29, 2004......... Replacement Mouse finally delivered by Gateway
**Note: When the replacement mouse finally came, it came with a paper that says ....
"Defective parts,accessories, and systems must be returned to Gateway within seven business days from the date you receive replacements. If you do not return the merchandise within that time, you will be charged for the items and your warranty status or return eligibility may be affected."
Doesn't that mean that I have seven days from the time I receive my basic parts that were missing to still return ALL the merchandise? When I got my replacements is when I found the machine didn't function, it was the earliest time I could have known the machine to be defective, and that's when I called. I did NOT go over the warranty because the warranty cannot apply to an incomplete system.
Warranty should take effect ONLY AFTER ALL WORKING COMPONENTS THAT WERE PAID FOR ARE RECEIVED. Today is October 6, 2004 and I should have a warranty until October 14, 2004. Gateway does not agree as they obviously have their own logic to their terrible customer service, dishonest representatives, and faulty record-keeping of our previous agreement over the phone.
RETURN POLICY FROM GATEWAY.COM
Return Policy. You may return most new products and cancel unused services within 15 days after you receive your product or are invoiced for services, except that E Series systems, server products and big screen (42 or larger) display products may be returned within 30 days after you receive your product. To return products and cancel services you must follow Gateway's return procedures, including obtaining a return merchandise authorization (RMA) kit and returning products within 7 days after you receive an RMA kit. Gateway will refund the original purchase price of products, unperformed services and related sales taxes. SHIPPING & HANDLING, DELIVERY AND SIMILAR FEES (INCLUDING RELATED SALES TAXES) ARE NOT REFUNDABLE. YOU ARE RESPONSIBLE FOR PRODUCTS UNTIL GATEWAY RECEIVES THEM. YOU WILL BE CHARGED SHIPPING AND HANDLING OR A 15% RESTOCKING FEE TO RETURN PRODUCTS. Returned products must be in the same condition as you received them. You must return all pre-loaded software with the product to obtain a refund for the product, and you may only return pre-loaded software if you choose to return the product. You may return other software only if the package has not been opened. THIS RETURN POLICY IS NOT A WARRANTY. NOTE: Gateway will not accept for return any products you purchased from a Reseller. Additional restrictions may apply on certain products, including a reduced return period for used products.
I want a refund of my money! I don't want this defective computer or a replacement, and I want to be treated with respect by so called customer service when I call for help. I don't want to speak to rude, unhelpful, dishonest representatives that go back on their word and I don't want to spend thousands of dollars with a company that makes me feel that I did something wrong to deserve a defective product and makes me feel helpless and ripped off as if there's nothing I can do about it. I don't give my business to companies like that. I want a full refund of my $2,178.98.
Robert
Bronx, New York
U.S.A.
Click here to read other Rip Off Reports on Gateway
Click here to read about the finance company for Gateway Computers
It is completely fraudulent to sell a customer an incomplete product for $2,178.98 with no power cord and a dead mouse and then deny a return when the basic parts finally arrive a month later and confirm a completely defective machine was delivered.
There was no way of knowing the actual machine was defective until I had a power cord and a working mouse to operate the machine! Warranty should take effect ONLY AFTER ALL WORKING COMPONENTS THAT WERE PAID FOR ARE RECEIVED. Therefore, I DID stay within the 15 day return policy but they still refuse to send me a return authorization and give me a refund!
I purchased a Gateway Profile 5 computer directly from www.gateway.com on August 26, 2004, for $2,178.98. The computer was delivered to me on September 3, 2004. When I opened the box to set it up and test it out, I could not, because it came with everything but a power cord! I called Gateway immediately and told them, and they said they would immediately expedite a power cord by express mail. The power cord did not show up until one week later on September 9, 2004.
When I finally plugged the computer in, then the wireless mouse would not function.The wireless keyboard was working, but the wireless mouse would just not control the pointer. I couldn't even do a simple double click on the screen to open a program and test the actual computer yet! I called technical support and asked them what's up with this mouse. They told me to make sure the batteries are new, I bought new batteries and still nothing, I asked about wireless phone interference and moved the location of the computer, although they said it was unlikely, still the mouse wouldn't respond. Tech support had nothing to say, they didn't know why it wasn't working.
They told me I should buy a mouse with a wire. What?! Why? I just spent over $2,000! I called my own computer tech and had him come over to look at this silly problem with the mouse now, and he said the mouse was no good, he told me to send it back because it's defective. I called Gateway again, told them the computer tech confirmed the mouse is defective. I told them I wanted a mouse with a wire as a replacement to be sure I don't suffer any more down time with this, we haven't even gotten to test the computer itself yet!
They would not send me a mouse with wire, they would only replace what I have, another wireless mouse. Fine. I waited for this mouse for over a week. when I called to find out what happened and why it did not arrive, they said it was on back-order and would take another 10 days or more! I couldn't believe I was sitting here waiting for something that wasn't even on its way.
I finally got fed up and went out and bought a mouse with a wire instead of waiting for them to come through. I connected the new mouse I bought and it worked fine. Finally, now I can test this thing out! As soon as I tried to begin opening programs or surfing the internet, the whole computer shut down by itself and restarted itself. It was acting very weird, so I tried again. Again, the computer just shut itself down and restarted with no error codes, no message or warning or anything. About 15 times in a row the computer did this for no apparent reason, and still does, randomly no matter what I'm doing even after I adjusted the control panels for everything.
I ran Norton utilities and it came up with nothing. I called tech support and I told them that I wanted to return this computer because there is definitely something very wrong with it. I spent about two hours on the phone with a tech woman who said she understood my frustration and my desire to return it, but asked me if I would at least try one more thing while on the phone with her. She got a special authorization to do a whole reformatting of my system over the phone with me to get to the bottom of the problem. I agreed to try it. After two hours of several different diagnostic tests, the tech confirmed to me that I had a corrupted hard drive and that the system is defective.
She said I could send it in for service, but I said I do not want to send it to be serviced, I want to return it for a refund. I was delivered defective merchandise for $2,178.98 and I cannot afford more waiting and downtime. I paid for a new computer, not a defective one that needs service. She said it would be no problem, she was very sorry, this almost never happens, and she would transfer me to a customer service representative and she would explain the situation to them and they could arrange a return.
When the customer service rep got on the line, she had no idea what I was talking about, she said I could not return it because I had gone past the 15 day warranty, and she was so rude! I couldn't believe the way she spoke to me after two hours of explaining and diagnostically PROVING it to another rep who understood and said she would explain it to the next rep. I had to explain over and over again to countless representatives that I was delivered an incomplete system with no power cord first, & then it had a dead mouse.
After I got those items, THEN i found out the actual computer itself was corrupted. These are vital and necessary accessories needed to operate the computer to find out if it works okay! How could a warranty begin before all working components that were paid for are received? I didn't receive a working replacement mouse until September 29, 2004. That means that the 15 day warranty should begin on September 29, 2004 when all working components were delivered. October 14 should be the expiration of the warranty, but Gateway is enforcing the warranty expiration of 15 days after it was delivered originally, even though it had no power cord and a dead mouse!
I contacted my credit card company to cancel payment on the computer and pursue action through them. They sent me a form to fill out to get refunded for this defective merchandise. As soon as I did that, a Gateway supervisor called me and said they WOULD authorize a return for the computer. They said they would send a box and a return authorization sticker and that they were sorry!
I waited for a week and no box or sticker arrived. So I called Gateway again to ask what happened, why didn't the box or return sticker arrive yet? I was passed around to about six different reps again and put on hold for countless times over another two hour period just to find out about the box and sticker they said they were sending.
They THEN said they had no record of any return authorization for this order and again offered to service it! NO RECORD OF A RETURN AUTHORIZATION? I again explained that I had already gone through the necessary process to return the machine and get a refund, they had already agreed to take it back and refund it, as a matter of fact, THEY called ME and said so, and now they're calling me a liar and they are saying they have no record of anyone authorizing a return.
I spoke to a supervisor and asked what I should do. They had nothing to say! They said they didn't have the authority. I asked who does? They said the business office, but that it was no use because they simply won't take it back. They are flat out REFUSING to take this piece of junk defective computer back even though they themselves confirmed it was defective upon delivery! They won't send me a return authorization sticker now even after they specifically CALLED ME and said THEY WOULD! It's a corrupted hard drive, It's a corrupted company and I just want my money back so I can buy a computer that works. It definitely won't be a Gateway.
It is completely fraudulent to sell an incomplete product for $2,178.98 with no power cord and a dead mouse and then deny a return when the parts finally arrive a month later and confirm a completely defective machine was delivered. There was no way of knowing the actual machine was defective until I had a power cord and a working mouse to operate the machine. They delivered an incomplete system, when the system components were finally delivered, the computer was found to be defective. It's that simple.
I have never in my life been given such a run around that included so many mind games and actual lying from a company that is supposedly so reputable and reliable. I just can't believe this company is still in business with the way they treat people and the way they're peddling broken merchandise and forcing people to pay for it.
When I found rip-off report.com, I couldn't believe how many other complaints were filed against Gateway for similar experiences. I feel even more ripped off after seeing how many people are having these same types of problems, and it makes me even more angry that so many people are being ripped off by Gateway and vocalizing how bad of a company they've become and they're still not reforming their ways? Wake up! Your customers are in an uproar! Your customer service is TERRIBLE!
September 3, 2004 .......... Incomplete Computer System Delivered - No power cord
September 9, 2004 .......... Power cord delivered, Turn on machine, now find that mouse is dead, will not control basic operation
September 24, 2004 ....... Bought new mouse with wire MYSELF to test machine and found machine to be defective, Gateway tech later confirmed corrupted system Hard Drive
September 29, 2004......... Replacement Mouse finally delivered by Gateway
**Note: When the replacement mouse finally came, it came with a paper that says ....
"Defective parts,accessories, and systems must be returned to Gateway within seven business days from the date you receive replacements. If you do not return the merchandise within that time, you will be charged for the items and your warranty status or return eligibility may be affected."
Doesn't that mean that I have seven days from the time I receive my basic parts that were missing to still return ALL the merchandise? When I got my replacements is when I found the machine didn't function, it was the earliest time I could have known the machine to be defective, and that's when I called. I did NOT go over the warranty because the warranty cannot apply to an incomplete system.
Warranty should take effect ONLY AFTER ALL WORKING COMPONENTS THAT WERE PAID FOR ARE RECEIVED. Today is October 6, 2004 and I should have a warranty until October 14, 2004. Gateway does not agree as they obviously have their own logic to their terrible customer service, dishonest representatives, and faulty record-keeping of our previous agreement over the phone.
RETURN POLICY FROM GATEWAY.COM
Return Policy. You may return most new products and cancel unused services within 15 days after you receive your product or are invoiced for services, except that E Series systems, server products and big screen (42 or larger) display products may be returned within 30 days after you receive your product. To return products and cancel services you must follow Gateway's return procedures, including obtaining a return merchandise authorization (RMA) kit and returning products within 7 days after you receive an RMA kit. Gateway will refund the original purchase price of products, unperformed services and related sales taxes. SHIPPING & HANDLING, DELIVERY AND SIMILAR FEES (INCLUDING RELATED SALES TAXES) ARE NOT REFUNDABLE. YOU ARE RESPONSIBLE FOR PRODUCTS UNTIL GATEWAY RECEIVES THEM. YOU WILL BE CHARGED SHIPPING AND HANDLING OR A 15% RESTOCKING FEE TO RETURN PRODUCTS. Returned products must be in the same condition as you received them. You must return all pre-loaded software with the product to obtain a refund for the product, and you may only return pre-loaded software if you choose to return the product. You may return other software only if the package has not been opened. THIS RETURN POLICY IS NOT A WARRANTY. NOTE: Gateway will not accept for return any products you purchased from a Reseller. Additional restrictions may apply on certain products, including a reduced return period for used products.
I want a refund of my money! I don't want this defective computer or a replacement, and I want to be treated with respect by so called customer service when I call for help. I don't want to speak to rude, unhelpful, dishonest representatives that go back on their word and I don't want to spend thousands of dollars with a company that makes me feel that I did something wrong to deserve a defective product and makes me feel helpless and ripped off as if there's nothing I can do about it. I don't give my business to companies like that. I want a full refund of my $2,178.98.
Robert
Bronx, New York
U.S.A.
Click here to read other Rip Off Reports on Gateway
Click here to read about the finance company for Gateway Computers
