On sept 12 i received a brand new gateway laptop computer for 897.00 total i called gateway a week or so after receiving the computer and spoke to operator 78121 to purchase accidental insurance the agent state oh no need wait till your in your 11mth and call back to get extended.
I said are you sure he said yeah i had a guy kick the screen in and we replaced it no problem i said ok
about 2wks after that i started having concerns with the screen going black off and on and powering off and on so i called gateway and they said no prob we will get a sticker to you to get the comp back to us i said thanks
almost 2 weeks went by and no sticker so i called and they were updating systems and asked me to call back being frustrated i just plugged the computer in to see if maybe the battery hadnt charged enough before or something and i let it charge for about 2 to 3 hrs.
I went to pick it up to take it in the living room and the bottom was so hot and by reaction i let it go it hit the floor and so the battery came out as well my husband went to pick battery up and it was super hot so i picked up the computer and took the plug and plugged it up without the battery in it and the screen was cracked the inside of it.
So i called gateway back and advised them that i was already waiting on a sticker that was 2weeks late and advised them what had happened in the process the guy apologized and rushed a sticker out told me do not put battery back in.
So a couple of days later the sticker came i sent the laptop back and within a week a guy named rj called and said it would be 494.00 to repair the lcd because it had been dropped.
I said no duh i told you that before i sent it to you and why it had been dropped re the bottome hot to touch
he said well ok i see so how about 400.00 then i said hell no this is crazy. He said this is accidental damage, i said because maybe i caught the battery heating up just in time to where it was just hot to touch and dropped it you wont fix it.
I said i wished i would have left it and let it possibly melt a little or caught my house on fire then you would believe me, i said well r you going to change the battery atleast he said no we couldnt find anything wrong with it.
I said so as the customer i am telling you what happened so basically you are going to send me a 30 day old laptop back unrepaired and the same battery so what if you send it back and it happens again he said then call us and we will replace the battery i said you are backwards. Why put a cust that just spent 900.00 through this it cost you 50.00 to fix.
Then i said plus your agent told me i didnt need accidental coverage when i tried to get it and gave the badge number he said they may listen to conversation. I said good do that nothing yet
I said you know what it doesnt matter because this was not my fault and this is a rip off so send the computer back i refuse to pay for a repair he keeps going lower on and lower on hoping i will agree to one of the prices. And why would your agent tell me that, is this a scam to where your agents tell people oh dont worry we will take care of you and you feel secure and when something happens bam oh we dont know why he told you that but accidental coverage is not covered.
Well this wasnt an accident and if your computer hadnt heated up i wouldnt have let it go. So anyway i have the comp back brand new with a cracked screen i took the battery out because i am fearful to keep it in and they just dont believe the customer. I have an expensive paper weight.
I said i refuse to pay anything to fix this and im going to just invest in another comp period when i get my income taxes next yr. I dont trust this thing or gateway. When i spoke to people about it they said yeah its gateway dell wouldnt have done that or hp they appreciate their customers. So thats where i will be looking. Thanks
Vicki
tampa, Florida
U.S.A.
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