I ordered a Gateway in late August. It worked fine for about three weeks and then I had trouble connecting to the internet. Of course I called my service provider to see if the problem could be fixed. They said they thought it was a modem problem. I called Gateway Tech Support. They tried to solve the problem but couldn't. They finally determined that it was the modem and proceeded to send me a part that would fit into the back of my computer to help with the phone jack??? Well first the package arrived from Gateway with instructions only, no part.By the way, the package took seven days to get there. It was suppose to be sent next day delivery. First screw up of many for Gateway. Called them again. Oh, they were sorry but that kind of screw up never happens. Seven more days pass (I can't get on the internet-and I have a college internet class) and finally the package arrives... You guessed it.instructions only no part. I was furious. Called Gateway again... We will send the part this time... Seven more days, part arrives. Put the part in place... Still doesn't work... Back on the line with tech support. They have me run a hyperlink test on the computer. Tech says, "If you can't connect using hyperlink then it is the modem." I couldn't connect so it's the modem. I ask for a tech to come out and replace the motherboard. Tech comes to my home. Nice guy... Works for IBM... He said that he had replace to other motherboards for the same problem. He said that the new motherboard wasn't going to workd either. He advised me to ask for my money back or a new model of computer. New motherboard in... Works fine for about two weeks then starts giving me the same problems. No dialtone... Sometimes it would connect and other times it wouldn't... The other motherboard did this until it finally wouldn't let me connect at all. One of the Gateway Techs told me that this was a problem that got worse over time... Until you finally wouldn't be able to get on. So the techs knew about this problem... I call Gateway again...
Tech tells me that they will send UPS to pick my computer up and have it serviced at a nearby country store (90 miles away) Give him all information. He swears UPS will pick it up on Dec 12. Dec 12 comes and goes and UPS says they know nothing about it. Call Gateway again... Gives me run around about UPS has a three day window. I call UPS they say I need a tracking number.
Call gateway they say you don't need tracking number (stupid) call ups back, yes you do... Call gateway. Another person says of course you do... But there isn't one for this pickup it was never put into the system... Speak to someone else, I can't even find you in the computer... I say forget it I will drive
an hour and a half to drop it off at the Macon country store. So I do this. I specifically tell tech guy to look at my previous file of tech support. I also tell him that he will have to try to connect more than one time to see the problem (it hadn't totally crashed by then) he says 7 to 10 days it will be ready
I call on the ninth day... Oh we haven't looked at it yet. I told
him that I specifically asked that it be looked at over a period of days so the internet connection could be checked more than once. I get a call from the tech the next day... Nothing is wrong with your computer. I ask him did he pull up my file as I requested. He said no. They didn't have a clue about all the problems I have been having.
I had an old computer that I used for years and connected to the internet fine with the same service provider. I gave this to my dad and it works fine and connects to the internet fine. My problems started with the new Gateway.
They continue to give me the runaround refusind to give me my money back. I even took my gateway to my father's house and hooked it up to make sure that it wasn't my phone lines (I did call the telephone company, they said my lines were fine). It couldn't connect at my father's house either.
It is definitely the modem... I am a single mom with limited resources. I bought this Gateway in good faith... And the product is defective... They can not fix the product, they won't replace the product or give me my money back. I have a brand new computer that will not connect to the internet. I have been put throught hell and back with this product. I have been inconvienced to no end. Gateway could care less. What can I do
I thought about the BBB. But some say they are a hoax.
Can you help me. I need advice on how to get my money back.
If anyone has had similar problems with gateway, I welcome your input.
Joy Collins
[email protected]
0 comments