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Gateway Complaint - Gateway customer service
Complaint
I purchaced a Gateway Computer in August of 2006. After 2 months my 19" LCD monitor went bad. On 10-16 Customer service sent me a box to return the defective monitor to them in. I recieved the box on 10-18 and Fed Ex'd it back to them on the 19th. (2nd day ). I called Customer service on the 27th. They said they just recieved it that day. Chris, the rep. I talked to said they would expedite the new one and get it out that same day. Lie number one. On 10-30 I called again, just to be sure it had been sent. This time I talked to David who said it had been sent on 10-30. He gave me a Fed EX tracking number and said I would recieve it in 2 days. Lie number two. On 10-31 I used my daughter's 2 yr. old Dell laptop to track my new monitor. It seems the tracking number I was given was for the box they had sent me on 10-16, I again called Customer service and talked to Dave. He could find no record of the shipment and after putting me on hold for a considerable amount of time told me the monitor was on backorder. At this time I asked to talk to his boss. Now I talked to Narvid, who said it was on back order until the middle of November Maybe. Not only was my monitor on back order, there were 61 of them on backorder. I asked that they send me an upgrade, comparable monitor, or any ole onitor I could temporarily use. NOT! Finding this completely unacceptable, I asked to talk to his boss. He was of course, as high up as They would allow me to go. He did give me a number to their corporate office. I really thought I would get somewhere now. Silly me. I talked to Mikel at the corporate office. He could give a hoot that I had a 2 month old computer I could not use for I had no monitor. He could care that I told him I would bad mouth his compant to everyone who would listen. This company is not willing to do anything to make it's customer happy. I would never deal with them again. I only wish I didn't have to deal with them now.
Comments:
Posted by EquityScout on 2007-09-21:
Wow, I wish I would have read this post before I bought a Gateway machine. Don't get me started on the ordeal that I just went through to return a defective LCD monitor that I bought from Gateway: hours and hours w/ the technical service chat, followed by hours and hours w/ the returns department (mostly on hold) topped off by a $50 fee!
Any masochists out there who want to read the whole story for themselves can check it out at http://www.equityscout.com/trouble-with-gateway-computers.
From their peak of around $84 Gateway is now trading at $1.87 and is about to be gobbled up by Taiwanese manufacturer Acer. As Gateway has spiraled into crisis mode it appears that their strategy has been to throw up so many obstacles in the face of customers trying to return a defective product that they simply give up.
It doesn't take a particularly smart businessperson to figure out that this is a pretty sorry strategy. I hope Acer knows what kind of culture they've just acquired.
Any masochists out there who want to read the whole story for themselves can check it out at http://www.equityscout.com/trouble-with-gateway-computers.
From their peak of around $84 Gateway is now trading at $1.87 and is about to be gobbled up by Taiwanese manufacturer Acer. As Gateway has spiraled into crisis mode it appears that their strategy has been to throw up so many obstacles in the face of customers trying to return a defective product that they simply give up.
It doesn't take a particularly smart businessperson to figure out that this is a pretty sorry strategy. I hope Acer knows what kind of culture they've just acquired.
Posted by rob1995 on 2007-12-04:
Wow. Story sounds just like my story. I'm about to bang my head on the wall dealing with these people. I don't even say good bye to them now. I ask my question and get my answer and hang up. That is all the respect they will get from me. My laptop is brand new. My son used it for about three hours and the DVD stopped ejecting. They have no clue when it will be ready because a part is on back order. I hope that most of these jerks lose their jobs when they are taken over. Back to working at a job where they don't have to deal with customers. Does anyone remember customers!
Posted by Stew.old on 2007-12-04:
rob1995. You got a good head on your shoulders. You just made my trust list. Congratulations!!!
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