Gateway Complaint - Don't buy from Gateway
I bought a 30" monitor from Gateway in early 2008. It recently began failing. I called their number, and got an automated response robot. It demanded that I enter my serial number, which is of course printed on the back of the monitor in tiny letters. I entered this number several times, and each time, it was rejected, and I was then hung up on. I kept trying to talk to a live person, but I was unable to. Apparently, if the item for which you're entering the serial number is no longer under warranty, it rejects the serial number, and they won't even talk to you! That's pretty bad.
So then I tried to talk to someone in sales. Well, you can't even talk to them if you want to buy something from them! They redirect you to one of their authorized resellers, and then hang up on you. All I wanted was to get some information to help me find some place that could repair this $1500 monitor.
I did manage to "chat" (meaning conversing with them by typing into a window and reading their much delayed responses) with one of their support technicians who reluctantly agreed to communicate with me, and I ended up taking the thing to Best Buy.
They insisted that they couldn't service the monitor unless it was "in their system", because they absolutely had to have an in-house sku. Failing to find this sku would result in them having to email headquarters to get one generated, and they said this could take any where from 2 days to 2 weeks. Meanwhile, I'm without a monitor. Well, after about an hour, they finally got the sky, and sent it off to be repaired. I should have it back in a couple of weeks, or maybe more.
Meanwhile, I am using a spare monitor that I bought off Craigslist for $80.
This pretty much took up my whole day. Oh, and I didn't know it was the monitor, and I bought my computer from Dell. I chatted with Dell, and they thought it was a bad graphics card, so I ordered one, got it, installed it, and found out that this wasn't the problem. So I had to bundle it up and ship it back, and put the old graphics card back in. All this, because Gateway apparently used substandard parts, and has no customer service. They used to be so nice.