Gateway Complaint - Product and Customer Service
PURCELLVILLE, VIRGINIA -- Purchased a 42 inch flat screen plasma TV from Gateway. Six months later the TV began making a high pitch whistle sound when it was turned on a continued until it was turned off. It took forever trying to get a Gateway rep. to listen to what was going on. Finally after a couple of days with continued calls to them, they agree to replace the TV. What we didn't realize at the time was that they replaced it with a refurbished model. Several months later, this TV stopped working all together. Called customer service to report such which took forever to get through to the right person. Once I was finally able to speak to someone, I was informed that the warranty on the TV had expired and there was nothing they could do, but if I wanted to a rep. to come to my house, then I could pay $1200 for them to come and check the TV out. After complaining this was not right since the TV they replaced was not even a yr old, then they should have to replace it again. I was told by the supervisor, "Sorry about your luck. But, there's nothing we can do for you now." We did agree to pay the $1200 and when the Tech arrived and found out what the problem was, he reported they no longer make the item which was needed for the TV.
I even took the TV to a repair shop afterwards and was informed by the Tech that he sees this all the time from GATEWAY products and that they actually do no make the item needed for this TV.
This company is pretty sad. They have no problem taking your hard earned money for the product and warranty, but when you need their help, you get nothing. I have since informed anyone who is thinking of purchasing any type of GATEWAY product, not to do so because their products are worthless and GATEWAY does not stand behind their products. SAD, SAD, COMPANY.