I feel that the customer service needs MAJOR HELP! Everytime that I call, either the customer service can't speak clear English, or they can't understand your English.
The next problem is when you call the customer service # and you can hold on the line if you don't have your account # handy, and then it takes anywhere from 30 min to 1.5 hours to get any help, then it takes 30 min just for them to look up your social # and address. I really, really wonder if they have GATEWAYS for their own computers (that they are working off of). I have never seen a company take that long to look up information, in the same process they put you on hold forever.
I have also tried, and tried to get a hold of someone in the customer service dept. And everytime it takes FOREVER to get anyone even on the line. The last time I called I sat on the line for 1.5 hours and still never got anyone. So, I call the sales dept. And they transfered me to someone else (that couldn't help), and then they transferred me to someone else (that was stupid). By this time it had been 2.5 hours, and then the guy says well, I can't help you, you need to talk to someone in financial dept. But, they are closed.
So, the whole time I had been sitting there, they had been closed instead of putting a message that they were closed, and kept me on the phone.
Then I have tried to find information about my account on the internet site, DON'T EVEN TRY! I have looked, and looked, and you can't get anywhere. I also wrote a complaint to the customer service over 3 wks ago, and I still haven't heard anything. Everytime you write an email they say that it take 10 days at least to process. I feel if they are selling as many computers as they do, they should have better response time.
I also paid off my account in a month, and because the check was over $500.00, it will take at least 2 wks to post to my account. So, if I would like to buy anything else, I can't. I don't feel that they really care about their customers. Knock on wood I haven't had any problems with the computer yet (we will see).
I hope that they will eventually figure out that the customer service needs major help and needs to be fixed before they don't have anymore business.
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