I am writing because of the service I received at the best buy store in Rapid City SD 57718 I bought a gateway 7405gx on Dec 20 I made it a point to ask the sale person if this was a recent computer and up to date, which he told me yes (this was a lie). The laptop was already not being made when I ask this (if he did not know then he should have told me that)
Next he preceded to sale me an external battery (which I did want) and I asked him about the adaptors and if they were going to fit. He told me yes (this was also a lie because there is NO adaptor for this model which I found out after 3 trips to the store) After the 3 trips to the store I was told sorry we cant help you and you will need to call gateway.
I called gateway and was told that there is nothing they can do to help me because they are not even making that model it is an emachine (I was not told this when I bought the laptop) After 7 mo. With this laptop my case cracked and when I took it in and asked if I could return it and just put the money toward a new computer I was told NO. I did buy the service plan and they told me that they had to send it in to be serviced at which could take up to 4 mo to get it back. Not only this but they were very rude and when I asked to speak to a manager he came over and told me that there was nothing he could do and he walked away from me.
I then went to the other part of the service desk and they took my laptop and sent it in to gateway. My problem is I wanted answers as to why I was told the lies to start with and why when I got the service plan was I told that for any reason I could return the laptop and at anytime before the plan was up. I was told that the service plan would cover me for any reason if I was not happy with the computer. The great part of the play is if I had issues with the computer and it could not be resolved to what I wanted then I could just get a replacement or use the refund to buy another computer if they did not have the same type to replace the one I had bought. I have been a very good customer to best buy and spend allot of hard earned money there. I would go there even if the price was higher because the customer service was supposed to be very good and helpful.
The first time I need to use the customer service I find out that it is all lies to get you to buy a service plan that is not at all like what they state. The people working at the store should not be allowed to omit facts and out and out lie to you about a service plan. This is not the end of my story. I left my laptop at the store on 7/1/05 and was told that it was an easy repair and would only take two weeks and given the date of 7/13/05 to expect my laptop back. Ok that was much better then the up to 4 mo I was told before. On the 12th of July (which is today) I called to ask about my laptop. I was given the run around and on the phone with them for over an hour. The last guy to talk to me (his name was * and I was told he was the manager) said that my computer was not sent out until July 11th. I asked why at which point he put me on hold again and after a bit came back to tell me that well my computer was placed in the wrong box and it was not discovered until the 11th, which at that time they shipped it to the repair place in Texas.
I was never called, they had my phone number, or was I told about this until I kept asking why it was not shipped out for 11 days and sat in their store for no reason. When I said that I was upset they just said well nothing we can do it has been shipped at which point they hung up on me. I went to the store and asked to speak with the manager, and * was brought over to the service desk. I asked him to put in writing why my computer was sitting at the store for 11 days and how it was placed in the wrong box and no one even noticed. He said sure and left at that point to go to the back of the store and when he came out he told me he would not put in it writing as to why it sat in their store for 11 days even after he told me the reason was the stores mistake. I asked why and he said that he was not going to admit wrong doing or put the blame on the store at which point he said sorry nothing we can do.
Now this is how they treat people. I do not think that it is legal or right and would like something done about how they treat people. Plus their employees should not be allowed to out and out lie about plans they are selling and then to top it off not even want to explain or admit how because of them my computer sat in their store for days with not so much as a phone call.
Cynthia
blackhawk, South Dakota
U.S.A.
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