Gateway Complaint - 40+ emails, 17 phone calls, 48 Days, 1 Better Business Complaint, and 1 Attorney General Complaint that GATEWAY is unable to repla
PHOENIX, ARIZONA -- In 2005 I purchased a Model: Gateway M675E (PRR)
laptop; with 3yr Accidental Damage, Factory labor, Next Business Day Onsite Service, 3yr Parts Exch/Replace, 3yr Technical Support, 3 YEAR MAIL IN SERVICE, B_3yr_Tech_MB - Acctg 3Yr Std.,and B_3yr_Onsite_MB - Acctg 3Yr Std. wich all expire 1/27/2008. It was the best coverage I could have so that I had minimal "down-time" while I was in school.
I have had nothing but problems with the laptop - I have had the motherboard replaced once, the RAM, 8 DVD/CD RW Drives. So now on to why I am writing today.
On April 4th I called Gateways customer service to tell them that I was having issues with my laptop running very slow. They said okay we will replace the processor and the motherboard and the cracked bezel. I got an email from Gateway telling me that the processor was shipped and it would arrive 2-3 days (Which isn't NEXT BUSINESS DAY as I had paid for).
That was the last time I have heard from Gateway - until approx. the 20thor April I called them and I was informed that the parts where on back order. I have never gotten a call from Gateway letting me know anything I had to start everything. I emailed them with my complaint that I want my laptop fixed or a replacement and I get back a generic response.
I feel like I am not getting what I paid for with the "extended warranty" or it was misrepresented to me when I purchased it. I need my laptop in order for me to do my school work and this frustration has caused me lots of lost hours.
So after 40+ emails, 17 phone calls, 48 Days, 1 Better Business Complaint, and 1 Attorney General Complaint - Gateway came to my house today and replaced...ONLY THE MOTHERBOARD, So I email Gateway (Make it 41 emails now) I get back an email that says:
Thank you for your reply. I apologize for the inconvenience this has
caused. If the processor and Screen bezel was not replaced by an Onsite
technician, I can reprocess the replacement order for the parts. Please
verify the following information in order to schedule Onsite Service.
1. Address of service location
2. Contact name and phone number of service location
3. Any alternate phone number(s) where the technician may reach you to
schedule the appointment
4. Any alternate contact names at the above listed phone number(s) that
may speak to the technician about scheduling an appointment.
ARE YOU KIDDING ME - I actually have to give Gateway all this information so they can place an order for REPLACEMENT PARTS? What are they replacing? The parts that they didnt replace?
Okay thats my rant...If anyone can help...