I recently sent my brand new mint laptop computer in for a warranty repair because the backlight burned out after 1 month. The turnaround time was great, and there were no issues except that I noticed some notations on the work order.
The workorder by default said everything recived was scratched. Well that pissed me off and it got me to wondering if they claim that something is scratched (which is not, and is still not) when they receive it, what's to stop them from then questioning a customer who claims that their property was damaged while in Gateway's care?
So I decided to inquire so I sent Gateway an email, see below. I demanded an explanation, and told them my concern. Sure enough the clown who answered my email which was purely questioning the business practice and not alleging that my computer was scratched (again it is in mint condition, not even the slightest scratch) said that my computer was scratched when they received it. This validated my concern and thus I am giving a friendly warning to anyone sending a computer in for service at Gateway.
Copy of correspondence:
*
Hello Malcolm,
Thank you for your e-mail. Regarding your concern with the scratches inLCD screen of your Gateway MX6927 notebook after receiving the system from the repair facility, I will be escalating this information to our
proper channels and we will contact you regarding this matter as soon as we have the proper information for this issue. As the repair facility mentioned that the system was scratched when they first receive the
system.
Gateway will not neglect this issue, but we will need to ask you to give us more time to further research this issue. We will be sending you another message for any updates regarding your request as soon as we get
hold of the information.
I could relate to how inconvenient situations like this can be and I hope that you find this response informative.
I have documented this correspondence in Case Number 202059208 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue. If your reply is received while I am out of the office, to ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
Will
Badge EME0051
Original Message Follows:
General Customer Service Questions
phone: 760715xxxxx
Subject: Gateway General Customer Service Questions AA3
Purchase Location: Best Buy
Email Address:
First Name: Malcolm
Last Name: xxxxxx
Address1: xxxxxxxx
City1: San xxxxxxx
State1: CA
Zip1: xxxxxxx
Country: USA
Serial Number: T3367O100xxx
Order Number:
Purchase Month: 08
Purchase Day: 23
Purchase Year: 06
Issue Category: Other
Issue Description: I am concerned about a practice which I noticed on my recent warranty repair. On your service report it was noted on all receiving items that they were scratched. Well, they are not scratched, even after being returned to me, everything is absolutely mint. My
concern is that had they been scratched while in your care, you would have used this to claim that you received the items scratched. I would like an explanation why this is your practice because I do feel it is serious enough that I will post a warning on consumer complaints to people to be aware of this practice. Please reply with an explanation as to why your company claimed to have received my laptop with a scratched base, a scratched LCD, and a scratched top on EN100601N0046.
Malcolm
San Marcos, California
U.S.A.
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