Gateway, Inc
Shoddy Computers & Horrific Cust Service - Gateway Laptops

Purchased $2700 laptop 5/06. Between 5/06 and 6/2/07 approx 3-4 motherboards & defective screen replaced in my "new" comp with several Full System Recovery involved. During this time GW had the comp longer than I did & my purchased FULL 3 year warranty was dimishing.

6/7/07 I was sent a "new?" REFURBISHED unit, (I received someone elses defective, problem filled computer!)

4/22/08 Motherboard was replaced due to lack of power to unit.

7/30/08 called GW with problems. Tech appt made for NEW MOTHERBOARD

8/5 TECH DIDN'T SHOW. Resched Tech 8/14 - TECH NO SHOW! I called @ 12noon promised me a called back "right away". No call - I CALLED @ 1pm. Rescheduled finally - new MOTHERBOARD & KEYBOARD.

9/30/08 - NO POWER to comp. Called Gateway - Gilbert in 2nd Level support insisted unit come back to GW. GW recvd comp 10/9/08 into @ Repair center.

I Talked to Christine @ GW 10/10 - motherboard is backordered.

10/30 I talked to Roxanne @ GW - "still waiting for motherboard can't give any other information". 10/30 after 1 hr on hold was transfered to "escalating service dispatch" and was told GW expected to receive part 10/31.

11/18 - Shavontee @ GW was EXTREMELY rude to me & stated to send a letter to Cust Serv in Tempo, TX if I don't like her answers.

11/18 - Sarah @ GW - waiting on motherboard but will extend my warranty.
1/7/09 Frank @ GW - to send new M-1622H comp.

1/22/09 Jeremy @ GW - comp TO be a REFURBISHED UNIT!!! & should have 2 wks

Resolution sought: i want a new new computer, never used or registered to another customer. I do not want a refurbished computed as i received previously with dire results! If gateway refused to furnish me with a new computer i would like to be reimbursed for the entire original cost since it has been in disrepair from the date of original purchase. I can purchase another superior make / model laptop! With a company with better customer service!!!
Date problem started: 04/09
date of transaction: 05/23
amount in dispute: $2615.00
invoice number: 5612184
complaint type: guarantee/warranty
product or service: unsatisfactory! I have repeatedly told gw this is my work comp!!!

Additional Information after Better Business Bureau complaint was submitted:

1/23/08 I received a call from WADE @ GW Corporate Office. Wade stated that he has gone over my issues and he noticed that I was getting a “new” computer. He stated that was how they handle these type of issues and there is nothing else they are willing to do.

After I reiterated to him that this was my WORK computer and my livelihood he just brushed me off and told me that this is the way Gateway handles these situations.

I am so disgusted with gateway as a business and computer!

To date i do not have a computer. It's been 5 months and both computers (the originally purchase and the 1st replacement) has been "repaired" by gateway techical service 8 (eight) times!!!

This is the 2nd replacement - 2nd refurbished that i will be getting and gateway is ignorant to the fact that they have had the computer longer than i have! It has been out of commission to me for months at a time since purchased!

Company: Gateway, Inc
Country: USA

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