Gateway Complaint - Gateway-dissatisfaction with pc and billing
JOHNSTOWN, PENNSYLVANIA -- I ordered a Gateway computer on August 31st to do a homebased medical transcription business. At the time that I purchased this pc, I was told that they had deferred finance charges until January of 2002.
I began having computer problems in October and called Gateway customer support, and they said that the hard drive was bad, that they would send me a new one. That it was very simple to install, that it should take only a few minute to do it and that the software would be loaded on it, so that I could get back to work as soon as possible.
We did receive the new hard drive the next day as I was promised. We installed the hard drive and and Windows, Microsoft office was not installed as promised so we installed them. We then checked to make sure that we had the 80GB hard drive that we paid for, but we were missing 40GB.
So we called customer support. We got disconnected from the tech support person after being on the phone for about 30 min. Called back, the next rep had us run a process on this hard drive that erased the hard drive and took over a day to complete. After hours on the phone with reps. the computer still did not work. Of course every day that my computer didn't work, I was unable to do transcription.
When I asked about sending the computer back and getting a replacement I was told that we do not do that. I asked about having a person come to the house and I was told that I should take it to a Gateway store (which is an hour away) We ended up dealing with the (I forget their specific name) 'management group' at this point. We were assured that it would be taken care of and a new hard drive would be sent out overnight. Of course the new hard drive did not show up..delays in shipping. We had also requested that the software be installed on it. We were told to only deal with this management group and when we received the new hard drive to call and have the management group talk us through the installation of the third hard drive.
We called in, and no member of the management team was available.
Hello....no work...no pay....
The cust. service rep then talked us through the installation of the hard drive.
Finally! the pc is working...Too bad my employer was not as understanding. I am not doing transcription any longer and was told to get a reliable new computer!
I was told that there was deferred billing until Jan. when I ordered our wonderful computer. Wrong again! After several phone calls with no satisfaction, I am being billed finance charges. I don't know why this should surprise me.
The whole purchase of my Gateway computer has been a very bad dream. The annoyance and frustration has been beyond belief.
I have never been so upset about a purchase. I am actually a very easy going person the takes things in stride, but this has been so awful.
I purchased the Gateway computer, because I have had freinds that have been happy with their computer, but I was ever so sorry.
To help keep me as a potential future customer, I would like the following:
I would like to have my finance charges waived and perhaps some sort of credit to my account for all of the hassle/missed work/loss of job that has been caused from the total mishandling of my situation. Or some free software, or even a letter of apology. Something.
At the very least I would like a response from your company regarding this incident. Thank you for your time.