Dave b
Spring Lake,#2Author of original report
Mon, October 13, 2008
Addendum: The Gateway had a disk reject problem and they turned it into an inability to access problem. Tim W. did say if they did windup replacing it (and they won't) it would be with "refurbished" computer. So, I purchase a new computer with a problem, they create another problem and they refuse to fix it or give me a second hand computer. However, they will not refund me the difference in price. This has got to an all time low for a retail company. Those "Executive Customer Response" team aren't smart enough to understand THEY are putting themselves in a position to lose their jobs eventually because sales will dry up. Why would any company hire such ignorant people?
Wilson
Walnut Creek,#3Consumer Comment
Sun, October 12, 2008
After I read this story a couple of times, I felt I had to comment. 1. Dave wrote: "Entered disc, did my business and disc would not eject." I assume you meant CD disk or DVD disk and not 3.5 floppy disk. I also assume Gateway returned your computer with the CD or DVD which was stuck inside the disc drive that did not eject. I used to own a Gateway desktop computer and those computers have a CD drive which have a drawer for loading and unloading the CD or DVD. 2. If the problem was with the actual CD/DVD (probably combo drive), I do not understand why Gateway would the motherboard or anything else which would prevent the computer from booting up. Too bad you did not write down the "2 white lines of computerese" which accompanied the blinking curser on a black background. CD/DVD internal drives are relatively inexpensive in 2008. You or one of your friends could have just replaced the drive and not have to deal with sending the entire computer CPU box to Gateway. 3. I would like to know what is the special disc that they required you to pay for shipping to repair your computer. If your computer did not boot up to the Windows operating system then I don't know how it would be able to read a CD or DVD. I think their special CD/DVD was a factory restore DVD. The cost to ship a CD/DVD is only a few dollars, you should have just paid the money. 4. Dave wrote: "I told him I would then take it to arbitration. He said go ahead. I said how do I start the process and he replied he had no idea. I asked if he could find out and he said no." Are you for real? You want to take Gateway to arbitration and you asked the Gateway employee who to start the arbitration process. I guarantee you Gateway like most large corporations have in-house counsel, a legal department and/or they have an outside lawfirm on retainer. 5. You received your refund from HSN and you were trying to get a refund for you telephone calls to Gateway. Give me a break. 6. No way is Gateway or any business going to donate money to a charity of a bad product experience. 7. Of course I do not condone the bad customer service given by Gateway, but there has to be more with your computer problems than what was stated. How does a bad CD/DV drive turn into a computer not booting up?
Wilson
Walnut Creek,#4Consumer Comment
Sun, October 12, 2008
After I read this story a couple of times, I felt I had to comment. 1. Dave wrote: "Entered disc, did my business and disc would not eject." I assume you meant CD disk or DVD disk and not 3.5 floppy disk. I also assume Gateway returned your computer with the CD or DVD which was stuck inside the disc drive that did not eject. I used to own a Gateway desktop computer and those computers have a CD drive which have a drawer for loading and unloading the CD or DVD. 2. If the problem was with the actual CD/DVD (probably combo drive), I do not understand why Gateway would the motherboard or anything else which would prevent the computer from booting up. Too bad you did not write down the "2 white lines of computerese" which accompanied the blinking curser on a black background. CD/DVD internal drives are relatively inexpensive in 2008. You or one of your friends could have just replaced the drive and not have to deal with sending the entire computer CPU box to Gateway. 3. I would like to know what is the special disc that they required you to pay for shipping to repair your computer. If your computer did not boot up to the Windows operating system then I don't know how it would be able to read a CD or DVD. I think their special CD/DVD was a factory restore DVD. The cost to ship a CD/DVD is only a few dollars, you should have just paid the money. 4. Dave wrote: "I told him I would then take it to arbitration. He said go ahead. I said how do I start the process and he replied he had no idea. I asked if he could find out and he said no." Are you for real? You want to take Gateway to arbitration and you asked the Gateway employee who to start the arbitration process. I guarantee you Gateway like most large corporations have in-house counsel, a legal department and/or they have an outside lawfirm on retainer. 5. You received your refund from HSN and you were trying to get a refund for you telephone calls to Gateway. Give me a break. 6. No way is Gateway or any business going to donate money to a charity of a bad product experience. 7. Of course I do not condone the bad customer service given by Gateway, but there has to be more with your computer problems than what was stated. How does a bad CD/DV drive turn into a computer not booting up?
Wilson
Walnut Creek,#5Consumer Comment
Sun, October 12, 2008
After I read this story a couple of times, I felt I had to comment. 1. Dave wrote: "Entered disc, did my business and disc would not eject." I assume you meant CD disk or DVD disk and not 3.5 floppy disk. I also assume Gateway returned your computer with the CD or DVD which was stuck inside the disc drive that did not eject. I used to own a Gateway desktop computer and those computers have a CD drive which have a drawer for loading and unloading the CD or DVD. 2. If the problem was with the actual CD/DVD (probably combo drive), I do not understand why Gateway would the motherboard or anything else which would prevent the computer from booting up. Too bad you did not write down the "2 white lines of computerese" which accompanied the blinking curser on a black background. CD/DVD internal drives are relatively inexpensive in 2008. You or one of your friends could have just replaced the drive and not have to deal with sending the entire computer CPU box to Gateway. 3. I would like to know what is the special disc that they required you to pay for shipping to repair your computer. If your computer did not boot up to the Windows operating system then I don't know how it would be able to read a CD or DVD. I think their special CD/DVD was a factory restore DVD. The cost to ship a CD/DVD is only a few dollars, you should have just paid the money. 4. Dave wrote: "I told him I would then take it to arbitration. He said go ahead. I said how do I start the process and he replied he had no idea. I asked if he could find out and he said no." Are you for real? You want to take Gateway to arbitration and you asked the Gateway employee who to start the arbitration process. I guarantee you Gateway like most large corporations have in-house counsel, a legal department and/or they have an outside lawfirm on retainer. 5. You received your refund from HSN and you were trying to get a refund for you telephone calls to Gateway. Give me a break. 6. No way is Gateway or any business going to donate money to a charity of a bad product experience. 7. Of course I do not condone the bad customer service given by Gateway, but there has to be more with your computer problems than what was stated. How does a bad CD/DV drive turn into a computer not booting up?