Gateway, Inc. Complaint - Terrible Computers - Customer Service
Purchased $2700 laptop 5/06. Between 5/06 and 6/2/07 approx 3-4 motherboards & defective screen replaced in my "new" comp with several Full System Recovery involved. During this time GW had the comp longer than I did & my purchased FULL 3 year warranty was diminishing.
6/7/07 I was sent a "new?" REFURBISHED unit, (I received someone elses defective, problem filled computer!)
4/22/08 Motherboard was replaced due to lack of power to unit.
7/30/08 Called GW with problems. Tech appt made for NEW MOTHERBOARD
8/5 TECH DIDN'T SHOW. Resched Tech 8/14 - TECH NO SHOW! I called @ 12noon
promised me a called back "right away". No call - I CALLED @ 1pm. Rescheduled finally - new MOTHERBOARD & KEYBOARD.
9/30/08 - NO POWER to comp. Called Gateway - Gilbert in 2nd Level support insisted unit come back to GW. GW received comp 10/9/08 into @ Repair center.
I Talked to GW 10/10 - motherboard is backordered.
10/30 I talked to GW - "still waiting for motherboard can't give any other
information". 10/30 after 1 hr on hold was transferred to "escalating service dispatch" and was told GW expected to receive part 10/31.
11/18 - GW was EXTREMELY rude to me & stated to send a letter to Cust Serv
in Tempo, TX if I don't like her answers.
11/18 - GW - waiting on motherboard but will extend my warranty.
1/7/09 GW - to send new M-1622H comp.
1/22/09 - Comp TO be a REFURBISHED UNIT!!! & should have 2 weeks. PLEASE NOTE IT HAS BEEN ALMOST 5 FIVE! MONTHS SINCE I HAVE SENT IN THIS PIECE OF GARBAGE!!!
I DO NOT WANT A REFURBISHED COMPUTED AS I
RECEIVED PREVIOUSLY WITH DIRE RESULTS!!
I ASKED FOR A REFUND ON THIS COMPUTER AND WAS DENIED. I WISH TO PURCHASE ANOTHER SUPERIOR MAKE/ MODEL LAPTOP! WITH A COMPANY WITH BETTER CUSTOMER SERVICE!!!
Product or Service: UNSATISFACTORY! I HAVE REPEATEDLY TOLD GW THIS IS MY WORK COMP!!! BUT THEY HAVE BEEN NON COMPLACENT.
ON 1/23/09 After sending a complaint to Better Business Bureau I received a call from GW Corporate Office. The representative stated that he has gone over my issues and he noticed that I was getting a “new” computer. REMINDER - I'M GETTING ANOTHER REFURBISHED UNIT. He stated that is how GW handled these type of issues and there is nothing else they are willing to do.
After I reiterated to him that this was my WORK computer and my livelihood he just brushed me off and told me that this is the way Gateway handles these situations. I'M REALLY NOT SURE WHY GATEWAY EVEN CALLED ME!!!
I AM SO DISGUSTED WITH GATEWAY AS A BUSINESS AND COMPUTER!