I too have been victimized by Home Shopping Network and Gateway Computers. They had holiday specials for new Gateway Computers. Ordered one in Nov. With ship date of 3 weeks. Well, on Dec. 12, my Gateway arrived, and HSN took the money out of my account ($1800). One problem, the system arrived WITHOUT the new 19" flat panel monitor that was part of the deal. Checked the tracking numbers and found that Gateway had shipped the monitor to THEMSELVES. Next, called Gateway to let them know about the mistake.
The rep told me that she would ship out another monitor overnight. After one week, and no monitor, I called Gateway at which point I was told that no monitors were available. But some were being shipped from China. I was told that they would not arrive for Christmas. Too bad for me because this was indeed a Christmas Present. Whatever. I periodically checked the Gateway website to see when my monitor (paid for already) would ship, only to see that my order for the monitor was on "hold for Financial reasons." I blew my stack, called Gateway who said they would NEVER ship me a monitor because they had sent out labels for me to return the system. Called HSN. The friendly HSN rep told me that I was not alone. She said everytime HSN runs a Gateway special, the reps hate to come to work for the next month because of all the calls they get about the MAJOR screw-ups and screwed up policies at Gateway. She said she would not recommend returning the system because Gateway usually takes 5-6 months after receiving the system back to tell HSN that they can credit the account. (I actually know that this is a fact because I know someone who started the return of a Gateway Laptop in June, and as of Dec has still not received her money back from that HSN purchase.) I tell HSN that I will keep the computer if they take off the price that I paid for the monitor ($600). Well the HSN Corporate higher-ups said that indeed, I may keep the system and they would credit my account $200. Now in the words of Sponge Bob, "Why would I want to do that?" Why did they think that was an acceptable deal?
I can't believe that the deal wasn't worth saving. Since the monitor was never delivered—Why are they holding onto my $650?) HSN says they must get the whole system back before they can credit me a penny. SO WHATEVER, I received the return labels from Gateway and the paperwork. The paperwork says that I must pack up everything and send it back to Gateway INCLUDING THE 19" FLAT PANELY MONITOR. What is wrong with these people at Gateway? I talked to at least 16 different people to try and get that straightened up—but to no avail. Talking to Gateway Customer Support is about as useless as snow shovels in Hawaii. I am so furious. They have my $1800 locked up so that I cannot even buy another system until this whole mess is cleared up. I don't want any special favors from HSN (even though they know what a horror it is for their customers to deal with Gateway). I just want my money back.
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