Gateway Complaint - Defective Product - Defunct Customer Service
CLARKSVILLE, MARYLAND -- The saga continues:
Got the laptop back after 4 weeks and third time in the Gateway shop. Froze 15 minutes after booting up. Suffered through it for a week and called back the crack Response Team. Mr. lawrence said he would check on what needed to be done and call me back. 4 weeks and three messages into Mr. Lawrence and no response.I am filing formal complaint through thru Attorney General's office.
Purchased the laptop through Circuit City end of August. Had several issues with computer freezing. Called customer service, who had me reload OS to no avail. Sent laptop back for repair. All they did was reload OS, something I had done already.
Received computer back and this time it froze 30 minutes after booting up. After several calls, I voiced my frustration to a manager who asked me to send it in again.
Two weeks later, got the computer and now it started giving the blue screen every couple of hours. Called back and got another, "Send it back"
I called the VP of Senior Products and left a message regarding my experience. Next day got a call from their "Rapid Response Team." I was assured that they would track my computer and have a senior tech look at it. This was November 20th. There was no response till I called today (18 days later) and was told that they looked at it on the 6th and that there were several issues with the OS. The computer will be mailed back in the next few days.
The Rapid Response Team member said that they had several computers for repair and mine had to wait in line. No reason why he had not followed up as promised. Also no reason why they had not found the problems the last two times they had the computer.
No response to lost productivity and anguish caused by their sub-standard product. Not waiting for the now thrice-repaired product from Gateway, I purchased a Dell XPS yesterday. Works like a charm.
Gateway should change their name to Rip-off Zone and save consumers a lot of heartache.