Gateway Complaint - Another Lemon Experience
GLENDALE, ARIZONA -- Are you the computer-maker who triggered legislative action to create computer-related lemon laws to protect consumers?
I did not previously know about this - until my fiance', who is active in the US military, took a brand-new Gateway machine to his assignment overseas in December of 2001. He was counting on that machine to help him as he studies for a promotion - and to keep in touch with family over the holidays. After three days of deteriorating operation, the CPU would NOT boot up.
After a modest amount of research into customer complaints about Gateway, I found the story about a legislator in the midwestern US who had a similar experience with a machine that he bought for his daughter going off to college.
The Gateway LEMON experience is made particularly painful when crossing the ocean. First, my fiance' waited for Gateway customer 'service' to call him back with instructions on where to ship the CPU for analysis and repair. He paid international long distance to contact Gateway in the first place, then had to pay again to call back and request that they fulfill their previous promises. Then he paid to ship and insure the CPU for the journey from Korea to South Dakota.
Once again, he waited for Gateway customer 'service' to call him back, as promised, with the determination of whether the CPU would be fixed or replaced. Once again, he paid international long distance to contact Gateway to request that they fulfill their previous promise to notify him of the CPU repair status.
After the CPU was repaired (motherboard replaced) Gateway was not able to send it back to him, because he does not have a 'physical address' - only a US military post office box. So, the only option provided by Gateway, was that they could send the CPU to me, via UPS, then I could take it to the post office for shipping to Korea.
This shipping issue alone presents a very ugly picture of Gateway 'customer service' and their inability to do anything outside of UPS shipping - even in this special circumstance.
We incurred estimated costs of $150 for insured overseas shipping in both directions, international long distance contacting Gateway - all for a machince that was delivered new, to a repeat Gateway customer, in October of 2001. He now wishes that he had taken advice of friends and gone to Dell for his new machine.
The combination of Gateway's absence of customer service in this situation and Gateway's obvious manufacturing quality failures have transformed at least two adults into lifetime 'never again' customers, who will take any opportunity to share words of caution to family, friends, and acquaintences.
To help keep me as a potential future customer, I would like the following:
Reimbursement of our expenses would settle the total disgust we now feel toward Gateway.
At the very least I would like a response from your company regarding this incident. Thank you for your time.