- Report: #8349
Complaint Review: Gateway - Nationwide
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Gateway
Nationwide, U.S.A.
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Gateway ripoff - out of 7 months, only been able to use it 4 .. gate way to hell
When I first bought my computer a gateway solo laptop I tried to download an internet service along with AOL. After fighting with it for about 2 hours i finnaly called Tec support (or so they like to call it that) after about 2 weeks of fighting with the computer and "tec support" it finnaly worked.
Then one day i tried to download a game and the button on the cd drive broke so i decided to deal with it.
One day i came home from work to find that there was a small crack on the top of the screen.I immediatly called Gateway and I was told that both the screen and the cd button would be fixed under warrenty. If i knew what i was in for i would have thrown it in the trash... A week after sending my laptop in a pre paid box provided but Gateway themselves i got a message on my answer machine saying they need a credit card for the payment of $500.00 dollar charge to fix the screen that i was told would be covered under the warrenty.
After several phone calls a day many differnt reps. of gateway i got several differnt answers which included call the service center and "have the broken one mailed back to you then mail it to us and by the end of the month you will have a new one". So I was connected to a manager to make it final and have the labels sent to me and she said she didnt have any record that I spoke to anyone that day and that is not possible to have a new one sent to you (so she basically told me i was lieing).So i called the service center in Irving Texas where my computer had been for 3 weeks and told them to mail it back to me as it untouched. Yesterday 11/28/01 I recieved my broken but touched computer the cd drive had been fixed the cd that was in it is gone but the screen was cracked in the middle like a bullett hole and the cracked spidered acrossed the whole screen.
So again i spent almost 2 hours on the phone and finnaly i thought i have found the answer the woman told me that sence the box was not damaged that it was their fault i was at first under the impression that it was fixed but broken in the mail. I was soon to be told that the service center had taken out the screen and while waiting for my payment had thrown away my screen and then found out i was not going to pay for it the put someone elses screen into mine that was damaged even worse. So i yelled and screamed and the only thing they told me they could do was have me send back the computer once again and the would put another BROKEN screen into my computer.
If anyone has any ideas for me email me i have filed a complaint with the better business bureau and hope to get somewhere. But I will deffently never buy another piece of junk from Gateway again and i will never recomend them to anyone.And i plan to spread the insult of having another broken screen into a computer that i am still paying for.
Then one day i tried to download a game and the button on the cd drive broke so i decided to deal with it.
One day i came home from work to find that there was a small crack on the top of the screen.I immediatly called Gateway and I was told that both the screen and the cd button would be fixed under warrenty. If i knew what i was in for i would have thrown it in the trash... A week after sending my laptop in a pre paid box provided but Gateway themselves i got a message on my answer machine saying they need a credit card for the payment of $500.00 dollar charge to fix the screen that i was told would be covered under the warrenty.
After several phone calls a day many differnt reps. of gateway i got several differnt answers which included call the service center and "have the broken one mailed back to you then mail it to us and by the end of the month you will have a new one". So I was connected to a manager to make it final and have the labels sent to me and she said she didnt have any record that I spoke to anyone that day and that is not possible to have a new one sent to you (so she basically told me i was lieing).So i called the service center in Irving Texas where my computer had been for 3 weeks and told them to mail it back to me as it untouched. Yesterday 11/28/01 I recieved my broken but touched computer the cd drive had been fixed the cd that was in it is gone but the screen was cracked in the middle like a bullett hole and the cracked spidered acrossed the whole screen.
So again i spent almost 2 hours on the phone and finnaly i thought i have found the answer the woman told me that sence the box was not damaged that it was their fault i was at first under the impression that it was fixed but broken in the mail. I was soon to be told that the service center had taken out the screen and while waiting for my payment had thrown away my screen and then found out i was not going to pay for it the put someone elses screen into mine that was damaged even worse. So i yelled and screamed and the only thing they told me they could do was have me send back the computer once again and the would put another BROKEN screen into my computer.
If anyone has any ideas for me email me i have filed a complaint with the better business bureau and hope to get somewhere. But I will deffently never buy another piece of junk from Gateway again and i will never recomend them to anyone.And i plan to spread the insult of having another broken screen into a computer that i am still paying for.
8 Updates & Rebuttals
Gateway still says "S.O.L."
#20
Sun, December 09, 2001
It is now 12/09/01, and still nothing has been done about our computer. After many repeated attempts to find someone who could or would help us resolve this issue, we have taken a break from the aggravation of these Gateway employees who only seem to know how to tell us over and over again about the Gateway Warranty and the Terms of our Contract. A company that makes as much money in a year as Gateway does would charge us $500 to repair a broken screen, of which they only paid a fraction of for the screen to begin with. Apparently this corporation would rather lose a customer and risk it being told to anyone who will listen rather than go out of their way to satisfy a customer. There were mistakes made...support techs at Gateway screwed up, promised us things they did not have the authorization to...and we are being punished for that. It only makes sense that what we were promised would actually take place. I almost am curious as to whether or not Mr. Waitte, the CEO and founder of Gateway has ever ventured far enough out of his office to take a look at some of these complaints, and see what his employees are doing to the customers. This is NOT the way a business should be run. How do they get off thinking it is acceptable to replace a usable broken screen with that of another person, making our laptop utterly useless, especially as we still have another thousand dollars to pay on it? How do they get off having each one of their employees promise to resolve the problem in different ways, and yet nothing be done? Apparently the Mission Statement of Gateway Computers would read "We are in it for the money, and our customers do not matter."
Gateway still says "S.O.L."
#30
Sun, December 09, 2001
It is now 12/09/01, and still nothing has been done about our computer. After many repeated attempts to find someone who could or would help us resolve this issue, we have taken a break from the aggravation of these Gateway employees who only seem to know how to tell us over and over again about the Gateway Warranty and the Terms of our Contract. A company that makes as much money in a year as Gateway does would charge us $500 to repair a broken screen, of which they only paid a fraction of for the screen to begin with. Apparently this corporation would rather lose a customer and risk it being told to anyone who will listen rather than go out of their way to satisfy a customer. There were mistakes made...support techs at Gateway screwed up, promised us things they did not have the authorization to...and we are being punished for that. It only makes sense that what we were promised would actually take place. I almost am curious as to whether or not Mr. Waitte, the CEO and founder of Gateway has ever ventured far enough out of his office to take a look at some of these complaints, and see what his employees are doing to the customers. This is NOT the way a business should be run. How do they get off thinking it is acceptable to replace a usable broken screen with that of another person, making our laptop utterly useless, especially as we still have another thousand dollars to pay on it? How do they get off having each one of their employees promise to resolve the problem in different ways, and yet nothing be done? Apparently the Mission Statement of Gateway Computers would read "We are in it for the money, and our customers do not matter."
Gateway still says "S.O.L."
#40
Sun, December 09, 2001
It is now 12/09/01, and still nothing has been done about our computer. After many repeated attempts to find someone who could or would help us resolve this issue, we have taken a break from the aggravation of these Gateway employees who only seem to know how to tell us over and over again about the Gateway Warranty and the Terms of our Contract. A company that makes as much money in a year as Gateway does would charge us $500 to repair a broken screen, of which they only paid a fraction of for the screen to begin with. Apparently this corporation would rather lose a customer and risk it being told to anyone who will listen rather than go out of their way to satisfy a customer. There were mistakes made...support techs at Gateway screwed up, promised us things they did not have the authorization to...and we are being punished for that. It only makes sense that what we were promised would actually take place. I almost am curious as to whether or not Mr. Waitte, the CEO and founder of Gateway has ever ventured far enough out of his office to take a look at some of these complaints, and see what his employees are doing to the customers. This is NOT the way a business should be run. How do they get off thinking it is acceptable to replace a usable broken screen with that of another person, making our laptop utterly useless, especially as we still have another thousand dollars to pay on it? How do they get off having each one of their employees promise to resolve the problem in different ways, and yet nothing be done? Apparently the Mission Statement of Gateway Computers would read "We are in it for the money, and our customers do not matter."
Gateway still says "S.O.L."
#50
Sun, December 09, 2001
It is now 12/09/01, and still nothing has been done about our computer. After many repeated attempts to find someone who could or would help us resolve this issue, we have taken a break from the aggravation of these Gateway employees who only seem to know how to tell us over and over again about the Gateway Warranty and the Terms of our Contract. A company that makes as much money in a year as Gateway does would charge us $500 to repair a broken screen, of which they only paid a fraction of for the screen to begin with. Apparently this corporation would rather lose a customer and risk it being told to anyone who will listen rather than go out of their way to satisfy a customer. There were mistakes made...support techs at Gateway screwed up, promised us things they did not have the authorization to...and we are being punished for that. It only makes sense that what we were promised would actually take place. I almost am curious as to whether or not Mr. Waitte, the CEO and founder of Gateway has ever ventured far enough out of his office to take a look at some of these complaints, and see what his employees are doing to the customers. This is NOT the way a business should be run. How do they get off thinking it is acceptable to replace a usable broken screen with that of another person, making our laptop utterly useless, especially as we still have another thousand dollars to pay on it? How do they get off having each one of their employees promise to resolve the problem in different ways, and yet nothing be done? Apparently the Mission Statement of Gateway Computers would read "We are in it for the money, and our customers do not matter."
#60
Thu, November 29, 2001
#70
Thu, November 29, 2001
#80
Thu, November 29, 2001
#90
Thu, November 29, 2001
