I bought a Gateway laptop MX3560 in late November. My hardrive crashed without warning at the beginning of the year and on January 14th, I ordered a hardrive from Gateway and was told it would take 3-5 days. When I hadn't received it for a week, I called Gateway and was told hardrives were out of stock due to Hurricane Katrina (which happened how many months ago?). I was told to keep calling and check back and so I did this for the next week.
When I still hadn't received any answers from the technicians, I spoke to two supervisors who "escalated" the problem by e-mailing the factory. They couldn't tell me when I'd be getting my hardrive. On Feb. 2nd, I called and spoke to a supervisor named JT who told me he would call me on Sunday or Monday giving me an update from the factory.By Wednesday, I still hadn't received a phone call.
I called on that same day and spoke to a supervisor named Sherry who was incredibly rude, did not apologize for the call I was promised and hadn't received and could only said There's nothing I can do. She said he would be in the next day but Thursday, he didn't call so I called and spoke to him. He apologized and told me he was waiting for a reply from the 3rd factory. He said regardless of whether or not he got a response from the factory, he would call me on Friday.
Friday, STILL NO PHONE CALL. I spoke to a supervisor named HYRUM Badge #67454 on that day who had no apology, no answers, and offered no accommodation.
My brother called later and was told there were no supervisors around. They were lying because 10 minutes later he demanded to speak to a supervisor and was allowed to, and again it was HYRUM. He first said he could not accommodate me, my brother questioned and pushed and he then said he could give us an extra month on the warranty. My brother accused him of lying because initially he had said he could not accommodate me. He then retracted this offer and said I have nothing more to say. Good day sir and proceeded to hanging up on him.
They refused to give us the number to any higher branch of customer relations or their corporate office. They do not care about their customers. I could be waiting for months for this hardrive for all they care. I am still waiting for my hardrive and the supervisors phone call. Today is February 11th. This is not customer service, Gateway offered me NO customer service and if you ever have a problem with Gateway, consider yourself alone.
L
Ottawa, Ontario
Canada
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