Gateway Complaint - Horrible customer service
I purchased this computer from BestBuy.com on 10/11/09, well within the time frame for the Windows 7 upgrade promotion. I received the computer on 10/16/09 and began the process to request the upgrade kit. When I entered the serial number, the upgrade process would not complete saying the SN was not recognized. This began my horrible experience with Gateway's customer service. I litterally lost count the amount of emails I sent to this company providing proof of purchase, sales receipt, the UPC code, the SNID number, the SN as well as digital pictures of my computer, showing the serial number. Every time I sent and resent this information I received the same or a variation of the same response, "please provide the serial number and we will do the needful thing". I also tried the live chat support and about half way through the session, the representative abruptly asked me if he had solved all the issues and was ready to terminate the session when he did not even begin to scratch the surface of the issues. That being the processed request for the upgrade. I next searched the Internet for a phone number for Gateway as they do not provide a toll free number on their website for assistance. I spoke with a representative on the phone who asked me for the serial number repeatedly. I repeatedly gave them the serial number on the computer and they repeatedly told me that it was not the right number. I found that funny since I was the one looking at the computer not them. To sum up they have refused to honor the the promotional upgrade offer and this computer was promptly returned and I will never buy another Gateway product ever.