Usacomplaints.com » Electronics and household app. » Complaint / Review: Gateway, Gateway Direct, Gateway Customer Service, Gateway Repair, Teleplan Dallas Inc - Repair ripoff hangups inept horrible customer service. #338736

Complaint / Review
Gateway, Gateway Direct, Gateway Customer Service, Gateway Repair, Teleplan Dallas Inc
Repair ripoff hangups inept horrible customer service

Gateway repair and customer service had done nothing but hang up on me and not answer my emails regarding my laptop which they had in their hands for over two months. I had been told repeatedly to "try back in 3-5 business days", which is better than the standard customer service affair of, "Thank you for contatcing gateway customer service...". The woman i'd been speaking to regarding my laptop after so many LET ME TALK TO THE BOSS EMAILS is the Coordinator/CSR Manager for a company called Teleplan Dallas. She only contacted me AFTER i had my girlfriend call numerous times (i'm in afghanistan), complained via email, and made contact EVERYDAY to get any kind of answer.

This Coordinator/CSR Manager had not made an effort to get me a date for the return of my laptop until I filed a complaint to the BBB. I merely recieve multiple emails saying "we're waiting for LCD parts". This laptop is still in production and parts should not have been rare to come by.

Well now I'm in afghanistan with no telephone communication ability and had been told repeatedly to call them rather than email (let me just hop on my Cell phone...). It is extremely frustrating because the only reason i bought this laptop was to come to afghanistan with it. Gateway customer service has proven to be inept, rude, and unprofessional.

I shipped the laptop out in May to them for repairs. Before i sent it out i called gateway ahead of time and let them know it was coming and where i should send it too. I also did exactly as was described and put the password to fix the machine ON the box in bold type as well as insert on a 8.5" X 11" piece of paper so there is no reason it should have taken that long to get my password. I was told it would take 5 days to be repaired and it took months instead.

After it was "repaired" (I still have not seen it with my eyes) Gateway WOULD NOT SHIP IT TO ME HERE. I had to have my girlfriend send it to me which cost me MORE money since i had to ship it to an APO. Since i have not recieved it yet and have not seen it for myself i tried to keep my complaint with BB as open. Their response? I was just about as "cover my a*" as you can get. The woman blamed the whole repair debacle on me stating that i sent it to the wrong address and didn't include the password which is ludicrous. BBB closed the complaint but i figured i would post here since i've seen so many other UNHAPPY people.

I will not fall victim to this shady business practice again. Gateway also had a service repair number which i was given BEFORE i called in my repair request. I tried emailing numerous times and even had people state side call for me. It took Gateway NUMEROUS emails from me to get a response but only ONE from the BBB to get a response (apparently their damage control department works well). Do your self a favor and don't do business with gateway. You may be happy with the speed of which your computer is sent to you but it will take months of "tireless emailing and phone calls" to get it back. They also got bought by Acer and have went back to their DIRECT method which means you can't go to best buy for an exchange any more.



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