Gateway Inc.
7565 Irvine Center Dr.
Irvine CA 92618
Attn; Consumer Complaints
RE; Serial number 0036485351
RE; Serial number 1100250050
RE; Serial number 1102184417
Dear Gateway,
The release of this letter is long over due. It will contain brief descriptions of issues dealing with technical and customer support problems.in most cases, fabricated stories and excuses are the foundation of very poor customer/technical support.
Problems with my computer began July. These issues include, but are not limited to the operating system rebooting on its own, the computer running very slow, a flashing, erratic screen, the Blue screen of death, Windows not being able to perform standard system tasks, and random disconnects from our Time-Warner Internet connection.
It would be impossible for me to remember all the exact details each time I called for support. I will supply you with the dates and numbers of each and every Gateway support technician/customer service representative I spoke with. You can cross-check your documented records.
July 18 - Ref# 2-239446117
August 1 FL5867 ordered new memory
August 4 FL5879
August 9 TC378
August 14
August 14 FLl6064
August 14 MC185
October 26 FL5594
November 19 FL5569
November 29 FL5782
November 29 NS132
November 29 FC471
November 29 FL6148
December 1 NS131
December 1 TC397
December 3
1
December 10 FL5383
December 14 NS035
December 18
December 19
December 19
December 20
January 3 FL6144
January 3 FL2602
January 3 FP456
January 4 FL5908
January 4 FL155
January 4 FL5155
January 7 SP362
January 8 587
January 8 FL1401
January 8 FL6036
February 22 FP455
February 22 FP485
February 23 FL6034
February 23 FL5594
February 26 PC427
February 26 MA4112
February 26 MA4112
February 26 Left Message to call back
February 28 Left Message to call back
March 5 TC367 Migration software purchased.
March 5 FL6006
March 5 FL606
March 5 TC410
March 6 TC276
March 7 TC439
March 13 TC268
March 13 TC343
March 14 FL6143
March 13 FL6143
March 15 FL6063
March 15 FL6263
March 15 FL6275
March 15MA1270
My last conversation with Don (MA1270) assured me he would send me an overview via email today as to our conversation. Nothing has been sent to me as of yet. I can only assume he did not want to put our agreement in writing. Part of the conversation dealt with sending me a second computer. It was the same model as my current one. I took a step back and gave it a try but it didn't work. I was again forced to contact technical support. I Spoke to Iris FL6063. We discussed faulty issues on this computer (as she also secured my phone numbers to call me back if we got disconnected). I spent over 68 minuets (mostly on hold as she tried to find someone to walk her through the task) waiting for support. We were then disconnected and no return call from her or any other Gateway representative was made to me.
2 I've listed the above to best of my knowledge. For more specific information, revisit your
documentation which I was told you have to keep. Since I am not entitled to this information, I have been told only Gateway has access to it unless subpoenaed per Don (MA1270).
The most frustrating part of this un-polished circus act was Gateway promised to send the necessary hardware and/or software for repair in a timely manner. This never happened. Feeling completely beat up by Gateway, having no recourse, and steaming about the countless hours of wasted phone time, numerous disconnects/hang-ups, broken promises, wrong parts and computers sent, late shipments, poor technical support, valuable down time for our business and loss of money, a new mother board, added memory, 4 hard drives, and dozens of hours reloading software, I decided I have had enough.
On March 5 I placed an order #78493361. While speaking with Koren I told her I wanted the equivalent system to Model # NX860XL I currently have. No more, no less. She recommended the Gateway P-171SFX. Please see copy of email from Gateway.
Quote:
Gateway carries all the technology products, PC accessories and services you'll need today and in the future. From MP3 players to replacement ink cartridges, software and games — even blank CD's and DVD's to capture data, home movies or music we have it all.
If there are any additional products you may need, or questions you have, please feel free to give me a call. And, if you know anyone interested in a new PC or upgrades, please send them my way. I would appreciate it.
In addition, Howie, this is the closest configuration to your previous notebook, the NX860XL. If you have any other questions pertaining to the configuration on the previous machine please feel free to contact me.
My intention of placing the order is to have some leverage on Gateway as to satisfy myself per our contract. I have always been a good, loyal customer who pays on time. I intend on protecting my best interest, just as Gateway does with their profits margins.
After receiving order# 78493361 (computer & docking station), I will be returning the old system (including the memory and docking station which was purchased in addition to the system). I will also expect Gateway to fully warranty the new unit as per company policy. When I return the old computer to Gateway, I have no intentions of paying for the new computer. This computer was owed to me many months ago.
Gateway needs to follow in the steps of there competitors. As a savvy consumer, I always research and collect data on the various brand names in the industry. I thought Gateway would provide me with at least the industry standard in customer service, not pathetic excuse after pathetic excuse. I am familiar with your competitors and their methods of customer service. At one point in the past, I had an issue with a Dell computer. The problem was not as severe as the one with my Gateway computer. The unit was replaced and in our office within one week of opening up a service ticket with Dell. Just recently (March 18), my HP Pro L7780 Printer failed to execute properly.
3 We contacted HP and had a replacement the next day. I'm sharing this with you because you need to know how archaic your company performs regarding customer service and satisfaction.
90% of all of the representatives I spoke with at Gateway agreed that this was not handled properly on Gateway's part. I will now COMPLETELY direct the outcome and prosperity of this transaction for my benefit. I have given Gateway chance after chance to handle this situation properly. Gateway has violated my personal satisfaction contract, and therefore will be buying me a new computer no questions asked. We all know Gateway can afford this trivial transaction, and could have saved even more money had the situation been handled immediately. It would appear your management structure overseeing customer service needs to understand what the word service indicates, what it means to the company and the consumer, and how to properly engage in efficient and satisfactory proactive solutions to remedy customer concerns.
Please note this is not negotiable. This is not a warning, or a simple complaint letter. This is a directive from my company to yours, instructing you to do the right thing and uphold your end of the contract. I will consider this matter closed once the new system is received. If Gateway persists on delaying in any other transactions, then I will respond with the necessary courses of action through connections with KTLA Channel 5, the associated press, and proper legal channels. The only reason why I would even consider hearing from Gateway at this point is to confirm my new computer. Do not contact me for any other reason, as I am no longer interested in your faulty policies, inefficient procedures, stupid excuses, or obvious lies. Your violation of my entitled customer service VOIDS any contract you may hold me against.
CC:
Attorney General Office State of California.
Attorney General's Office California Department of Justice
Attn: Public Inquiry Unit
P.O. Box 944255
Sacramento, CA 94244-2550
800-952-5225
http://ag.ca. Gov/consumers/general.php? Cmplt=CL
MPC Team
610 Gateway Dr.
N. Sioux City SD 57049
Attn: Complaint Department/Consumer Affairs
Better Business Bureau
PO BOX 970
Colton CA 92324
909-835-6059
http://www.labbb.org/BBBWeb/Forms/Utils/TobSearch. Aspx
Consumer complaints
[email protected]
Howie
Chatsworth, California
U.S.A.
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