Purchased Gateway computer 04/05/03 with a 3 year service / replacement contract. On 11/01/04 my FPD 1830 18" monitor suddenly goes out. After troubleshooting with a Gateway technician over the phone I was told my monitor was defective, however they will be shipping me a replacement within 10 business days. He took my credit card number for their security.
On 11/18/04 I spoke with Gateway rep "Wendy #KS155" who told me my monitor was backordered, but should receive it 11/30/04.
On 12/04/04 I spoke with Gateway rep "Cristina #KS326" who told me my monitor was backorded to 12/12/04, but not to worry because I am on a priority status and it will be shipped next day air. She gave me confirmation #2-1838371758.
On 12/17/04 I spoke to Gateway rep "Sammie #KS261" who forwarded me to "Patrick #CA406". Patrick assured me I would most definately receive my monitor on 12/24/04. He was very specific in saying I would receive it on that date and gave me another confirmation #82793134.
I did not receive it. I spoke to "Claudia #2869" and to Steven #FL4639. Steven said the monitor was backordered to January 30th.
I use my computer to conduct business and had been unable to do since November 1. Needless to say I was frustraed and contacted the Better Business Bureau and the Office of Attorney General, Division of Consumer Protection in Pierre, South Dakota.
As my desired resolution to the BBB was that my replacement monitor not be a referbished model and if unavailable I wanted a new upgrade at no additional cost to me.
On 12/28/04 in responce from contact from the BBB, we received a phone call from Mr. James Hilkey #GWMT210. He said an upgraded model (19") was being sent to me, please give it 12 days to arrive.
On 01/09/05 I relized it would help me if I had the tracking number for this shippment I was to receive on 01/11/05, so I called his voicemail (800-846-2042 ext 2958) and asked him to call me at work Monday and give me that information.in the meantime I did get a return UPS packing slip for shipping my defective monitor back to Service Electronics Inc, 13775 Diplomat Dr #10, Dallas Tx 752348926.
Instuctions say: Defective parts, accessories, and systems must be returned to Gateway within seven business days from the date you receive replacements. If you do not return the merchandise within that time, you will be charged for the items and your warranty status or return eligibility may be affected.
Okay, but I still had not gotten my replacement.
When Mr. Hilkey contacted me that Monday 01/10/05, he informed me he was still unable to say when a replacement monitor could be shipped. He also told me the replacement would not be a Gateway monitor, but it would be a 19" Also, I needed to go ahead and ship back my monitor, or I stood the chance of getting invoiced. It is true I would be invoiced for something I did not have, but it would happen all the same. I had to hunt down a box, securly package it, but it felt wrong to trade for something I could not get. I asked Mr. Hilkey to keep me posted, he said he would. Needless to say I have not heard a thing from him.
On the evening of 01/11/05, UPS delivered a 19" NEC monitor. It does not match my system or my furnishings which was one of the reasons for my original purchase on 04/05/03. But it works, and now I can get back to my business, which I have had to neglect for over 10 weeks, plus the aggrivation I've been through. The box the NEC came in was too small for the defective Gateway to fit in, so I got a box and packing and included cables and paperwork and got it to a UPS pick up station on 01/14/05, the third day after receipt of the replacement.
To top it all off, yesterday 01/14/05, I was invoiced from Gateway (Inv # 293148 dated 01/10/05) in the amount of $544.37, because Gateway has not received my defective monitor!
This invoice states "Please contact us at RPL. [email protected]. Please provide tracking information if the product has been returned." According to my tracking information the status is in transit. But that is how I found this site. I am not sure why this address would be printed on their invoice.
What, if anything, can be done?
Cindy
Simsboro, Louisiana
U.S.A.
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