Gateway, Inc. Complaint

Reviewed by russntracy Complaint

0

Purchased $2700 laptop 5/06. Between 5/06 and 6/2/07 approx 3-4 motherboards & defective screen replaced in my "new" comp with several Full System Recovery involved. During this time GW had the comp longer than I did & my purchased FULL 3 year warranty was dimishing.

6/7/07 I was sent a "new?" REFURBISHED unit, (I received someone elses defective, problem filled computer!)

4/22/08 Motherboard was replaced due to lack of power to unit.

7/30/08 called GW with problems. Tech appt made for NEW MOTHERBOARD

8/5 TECH DIDN'T SHOW. Resched Tech 8/14 - TECH NO SHOW! I called @ 12noon promised me a called back "right away". No call - I CALLED @ 1pm. Rescheduled finally - new MOTHERBOARD & KEYBOARD.

9/30/08 - NO POWER to comp. Called Gateway - Gilbert in 2nd Level support insisted unit come back to GW. GW recvd comp 10/9/08 into @ Repair center.

I Talked to Christine @ GW 10/10 - motherboard is backordered.

10/30 I talked to Roxanne @ GW - "still waiting for motherboard can't give any other information". 10/30 after 1 hr on hold was transfered to "escalating service dispatch" and was told GW expected to receive part 10/31.

11/18 - Shavontee @ GW was EXTREMELY rude to me & stated to send a letter to Cust Serv in Tempo, TX if I don't like her answers.

11/18 - Sarah @ GW - waiting on motherboard but will extend my warranty.
1/7/09 Frank @ GW - to send new M-1622H comp.

1/22/09 Jeremy @ GW - comp TO be a REFURBISHED UNIT!!! & should have 2 wks

Resolution Sought: I WANT A NEW NEW COMPUTER, NEVER USED OR REGISTERED TO ANOTHER CUSTOMER. I DO NOT WANT A REFURBISHED COMPUTED AS I RECEIVED PREVIOUSLY WITH DIRE RESULTS!! IF GATEWAY REFUSED TO FURNISH ME WITH A NEW COMPUTER I WOULD LIKE TO BE REIMBURSED FOR THE ENTIRE ORIGINAL COST SINCE IT HAS BEEN IN DISREPAIR FROM THE DATE OF ORIGINAL PURCHASE. I CAN PURCHASE ANOTHER SUPERIOR MAKE/ MODEL LAPTOP! WITH A COMPANY WITH BETTER CUSTOMER SERVICE!!!
Date Problem Started: 04/09/2007
Date of Transaction: 05/23/2006
Amount in Dispute: $2615.00
Invoice Number: 5612184
Complaint Type: Guarantee/Warranty
Product or Service: UNSATISFACTORY! I HAVE REPEATEDLY TOLD GW THIS IS MY WORK COMP!!!

Additional Information after Better Business Bureau complaint was submitted:

1/23/08 I received a call from WADE @ GW Corporate Office. Wade stated that he has gone over my issues and he noticed that I was getting a “new” computer. He stated that was how they handle these type of issues and there is nothing else they are willing to do.

After I reiterated to him that this was my WORK computer and my livelihood he just brushed me off and told me that this is the way Gateway handles these situations.

I AM SO DISGUSTED WITH GATEWAY AS A BUSINESS AND COMPUTER!

TO DATE I DO NOT HAVE A COMPUTER. IT'S BEEN 5 MONTHS AND BOTH COMPUTERS (THE ORIGINALLY PURCHASE AND THE 1ST REPLACEMENT) HAS BEEN "REPAIRED" BY GATEWAY TECHICAL SERVICE 8 (EIGHT) TIMES!!!

THIS IS THE 2ND REPLACEMENT - 2ND REFURBISHED THAT I WILL BE GETTING AND GATEWAY IS IGNORANT TO THE FACT THAT THEY HAVE HAD THE COMPUTER LONGER THAN I HAVE! IT HAS BEEN OUT OF COMMISSION TO ME FOR MONTHS AT A TIME SINCE PURCHASED!

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