Gateway Complaint - Online sales and tracking gets failing grade (UPDATED 3-5-07)
UPDATE 3/5/07 7am PST -> Ok, just off the phone with Gateway Customer support about my order (a new Gateway NX860XL laptop)- now pushed out until mid March. Apparently the problem was a chipset on the laptop computer mb not working well with the new Vista software/video card interface, and they (Gateway) have had to revise the hardware chipset they are using to support the video control/data workings. - a manufacturers nightmare to be sure. I am very glad they got to this before we consumers had to deal with it, but the result is unfortunately a further delay in the shipping. SO FOR BEING HONEST I NOW REVISE THEIR GRADE UPWARDS!! The CS rep I spoke to was honest and forthcoming about why the further delay, and I am finally hearing a reason that makes sense. Gateway is doing just what you hope an honest manufacturer would do and take care of a glaring problem before the customer has to deal with it, and being honest about it.
Original complaint is below...
OK. Like many folks I buy things over the web sometimes, not a lot, just sometimes. I have never before tried to purchase a computer over the web, I usually buy at the 'brick and mortar' or buy parts at same and build my own. Recently, Jan 23rd, I was offered that I could buy a laptop and a client would pick up the cost, as a birthday present.
Great! Wow! So I surfed the web for the best price performance on a newer 17" display laptop. Geateway came in several hundred dollars below any other... so I tried to order one from them a Gateway NX860XL. Apparently I called the wrong number on the screen and ended up ordering thru customer service instead of sales - I was never informed this was not the right way to do it, the person at the other end cheerfully accepted the order and that was that, I thought.
The nightmare begins.
Ok so I go online to track my order and it says I am at step one after several days... ?? So I call and am told they do not have all the information for my order... no customer tel no. no email address, so I provide both. A few days later... nothing has changed... so I call again... this repeated for nearly a week to 10 days, finally I get fed up and call the 'sales' number and ask why all this trouble?
I am finally told I ordered thru the wrong department, cancel that order and start over.
I follow their advice and instructions. This was done Feb. 2nd. and I was told my new estimated delivery date is now the 20th of Feb. (my original est arr. date was Feb 6th) So far so good, I thought... silly me!
Again the 'online tracking tool has me now stuck in the 2nd step 'order processing' until Feb 17th... I call and complain and write some email to same effect. How can I get it on the 20th when still in order processing??
Well, I cant - I get an email saying they cannot get copies of Vista to put on it. My new estimated arrival date(which appears to be some fictional disclaimer bound daydream) is moved out to March 6th, and you guessed it - the order tracking tool says my order is still in 'order processing' even though by voice they claim it has been built and only lacks the OS... so I try and complain that the only tool made available to me is at best dysfunctional - their concern over this issue was and remains laughable. What the hey do I expect they ask... that the order actually be tracked? They are far to big, busy, and important to worry about such a thing. The online tracking tool is also fiction, for me, yes, absolutely.
You would think I had tried to order a jumbo jet or something like that from them - and they are playing the role of Airbus...
Today is March 1st... you guessed it... order tracking still says my laptop is in 'order processing', folks it's been a month!! And the kind person who called from corporate to find out if wanted to cancel the order informed me it 'could be delayed again'... so much for dazzle the customer.
If I ever do receive the thing I will write an honest review of it, I promise. But so far, to me, Gateway = Lateway = Waitway = Soup Sandwhich. A great price on a fictional laptop is exactly that. In the future I'll pay more for something that I can actually use instead of wonder about. But for now I am just going to 'hang in there' and see if they actually do ever get it to me, the customer.