Gateway Complaint - Slow repair service; poor attitude service attitude
ARLINGTON, VIRGINIA -- Ok, so this doesn't compare to some of the horror stories I've been reading, but I find it annoying, frustrating, and unpleasant.
Purchased new from Office Depot on Nov 17 2007 for Christmas present. Didn't open the box until Jan 10th 2008 only to discover that it didn't work. After 2 phone calls it was diagnosed as a problem with the motherboard. We'd have to send it back. Note to self: open them up right away and test them before OD's 15 day return period ends).
First disappointment - I purchased a new computer and wanted a new replacement, not repaired one (maybe I expect too much?).
They sent a box (with really minimal packing) and picked it up. It arrived at their warehouse 1/16/08. Didn't hear from them. Finally called on 1/28/08. They were going to 'expedite' our issue and we were told to call back in 24-48 hours.
Second disappointment - why can't they assume some responsibility for tracking repairs of faulty products?
Call on 1/28/08...apparently there is a backorder on motherboards (not a good sign...must have been quite a batch of faulty motherboards). But they should have a new shipment by 2/1/08 with possible repair and shipping by 2/4/08.
Called on 2/4/08. Looks like they might have motherboards in? They'll expedite my case (didn't we do that once already?) and see if they can get it done and shipped so I can have my computer back. I was instructed again to call back in 24-48 hours.
When I started pushing back, the 'support' (and I use the term loosely) guy got a little defiant. I wanted some extension of my warranty, given that my new computer now comes with an 11 month warranty. I was offered an extended warranty, if I wanted to purchase it, that is.
When I asked for them to call me, that also wasn't possible (I blanked out on the response...blah blah... warehouse... communication...blah blah).
When I asked to speak with someone with more authority, I was told that he was a corporate manager and the person overseeing him didn't have any more authority than he did.
General message from them to me as a consumer? Sucks to be you!