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Gateway Complaint - Frustrating Experience with Gateway Customer Support - 22 inch Widescreen LCD Monitor FPD2275W - Frustrat
22 inch Widescreen LCD Monitor FPD2275W - Frustrat - Complaint
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 awat from Gateway even if they offer their productsa 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.
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 awat from Gateway even if they offer their productsa 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.
Comments:
Posted by tnchuck100 on 2006-12-23:
I do agree, Gateway has fallen short of acceptable customer service. However, I find it hard to sympathize with someone who screws people at the rate of $200 per hour.
Posted by PassingBy on 2006-12-23:
Why didn't you take the monitor back to Office Depot? Even if the computer and monitor were packed in one box they can take a new monitor out of another box and then ship the whole thing back to Gateway as defective. I'd also check my credit card statement to see if they ever charged the $98 retainer fee.
Posted by Lidman on 2006-12-23:
I don’t think they have any better Customer Support then anybody else. Customer Support seems to be just a smoke screen for companies to cover up their mistakes. Charging $200.00 per hour is for what? Do you provide a reasonable service?
Posted by therocketeer on 2006-12-27:
What kind of business do you own charging people $200 an hour. A computer tech doesn't even charge that much. If Gateway was able to do something for you they would of, If you charge $200 an hour you could afford another computer. Customers like you make the industry bad. I petty you.
Posted by lunarRock on 2008-05-13:
I completely understand your frustration. I just bought thhe same monitor and now I have to deal with them. I hope it is not painful. same prob too.
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