I bought a Gateway Tablet in Jan that was refurbished. Within a few months, the computer would not turn on at all - no matter what I did. I have tried to get the computer sent back to Gateway, but in 2 weeks, "the box" hasn't even been sent.
When I first called, I knew I needed the computer quickly and I offered to send the computer myself, with me paying for shipping, even though the company said they paid for shipping through the warranty. I was first told the box would arrive in 2 to 3 days. Due to traveling, I had to have the box sent to an address that was different from my own.
Two days after the 2 to 3 day window when the box still hadn't arrived, I called and I was told the company had the wrong address, and the customer service rep tried to tell me I gave her the wrong address. After telling her I know I didn't, I was told the box not only hadn't been sent yet (even though it should have arrived at the address a few days ago), it would not be sent for an additional 5 to 7 days. I was furious and asked to speak to a manager.
A customer service manager came on and told me there was nothing that could be done, and a change in the address (even though I didn't give them the wrong address), the box would be put in the back of the queue. I was still furious and I was told there was nothing that could be done, even though I told the customer service manager that my job required the computer.
One week later after that phone call, I called again to ask when the box would be arriving and I was told the box hadn't been sent out yet due to "technical problems". I asked why I hadn't been contacted, and I was told "we were told not to contact the customers". That to me was completely rude, and this was told to me by a customer service manager.
I then asked if I could talk to someone above her and I was told that would be Gateway and that Gateway does not give out their phone numbers or emails. I was told I could write a letter of complaint. My response was that if a box hadn't been sent in 2 weeks and customers were not told of the "technical problems", why would I think a letter would be opened and that someone would respond to it. Again, the manager acted like I was bothering her with the phone call. I did say that I should get a monetary compensation for the trouble and inconvenience, and I was told that Gateway does not give rebates or money for technical issues, even when the issues are their fault.
So, two weeks later, the box has not been sent out. I spend almost $800 on a computer that would not turn on after a few months and Gateway can't even get a box sent out so the computer can get looked at (I did buy a warranty, although I don't know for what). I can't send the computer myself because the computer will only be looked at if it comes in a particular box the company sends out. Catch 22, huh?
I was testing Gateway to see if I wanted to buy their computers for my job. I don't. This is costing me too much money.
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