Gateway Complaint - Frustrating Experience with Gateway Customer Support
HOUSTON, TEXAS -- I purchased the Gateway Desktop PC Model No: GT5263E along with the 22 inch wide screen LCD Monitor (Model Number: FPD2275W) on Nov 24 2006 from Office Depot. [Serial Number: CCZ6A N10 03370]
The 22 inch monitor is a defective piece. It has vertical patches in which the images and text look blurry.
I contacted Gateway Technical support on Dec 8 06 and went through the rituals of all the initial checks and troubleshooting. The technical support representative (Kelly – Badge no. 72877) concluded that the monitor is faulty and they will be sending the replacement monitor.
The monitor never arrived. So I called again on Dec 15. I again started all over with the new tech support person Elias (Badge 011- the number seemed suspicious). He took my credit card info, told me that the retainer of $98 will be charged, but after that nothing happened.
I again called on Dec 21 06 and spoke to third rep – Fia (Badge No. 72442). She was not successful is setting up the RMA. At least she acknowledged that there is some problem. She informed her supervisor – Mirko who was supposed to resolve this.
On Dec 22, I called again (4th call) to find the status of the replacement monitor. The rep – Paul (Badge 68684) could not create the RMA.
I then spoke to the manager “Mani” who had nothing new to offer but was also very rude on the phone and does not deserve to be a Customer Support Manager. In my 4 calls each lasting at least 45 minutes plus emails I have wasted 4 hours of time which I bill to my clients at the rate of $200 per hour. This is more than the cost of entire PC that I am stuck with.
If there is any problem in RMA processing, I should be notified by email or phone call. Just ignoring is very irresponsible. I bought the Gateway machine thinking that I will get a better service. However, exactly opposite is happening. I am frustrated with the attitude and style of the technical support.
I recommend to stay away from Gateway even if they offer their products free to you. Because they will give you all faulty pieces and the customer service sucks. They are not only un-professionals, but very arrogant as well.