On my initial purchase of my laptop computer from Gateway, I also purchased their extended on site warranty for parts and labor. Warranty is to service in 3 days at site. My computer stopped working 9/22.
I called Mr. Don Tate my IT personnel. Mr. Don Tate in collaboration with tech from MPC (the company that bought the support division of Gateway) on telephone determined that some part need to be replaced. MPC tech gave us (to Mr. Don Tate) following info to keep and part to be delivered via over night shipment.
Serial number: 0039099713
Model number: cx210x
part number: 1TA65070902
RMA / Order#: 2809939
Case# 6591931
Mpc support phone number: 1-877-485-1464
This was on 09/23. Mr. Don Tate my IT personnel, came for 2days and part did not come. So I asked him to call them. He is calling them everyday. I am talking to him almost each day as my job is suffering. Today I received following email from Mr. Tate.
"So far I have contacted them everyday since we found out the part was on back order and been told it will be in the next week. This week and last week I have been told they have parts in and they are in testing in the Quality Assurance department. I was told that yesterday also and yet I called back this morning and was told they did not have the mother board in for your Laptop and had not had them in and that they had no idea why I was told they had received them. The next chance at them having the part delivered is not until the 15th of this month. It seems that MPC (the company that bought the support division of Gateway) has no way of guarantying the product support they bought.
To rephrase the answer bluntly:
We are expecting the part in by the 15th and may possibly have them in today for testing.
I then had the customer support agent listen to the turn of events as
they have worked out so far and then bluntly asked...
So you are saying that as long as this parts shows on backorder and may possibly be available even if it means waiting 6 months or longer there is nothing that will be done other us being told we have to wait on the
part also?
The answer was...
Yes." Don
To me this is unacceptable.
Please help.
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