I called Gateway to ask about a broken power button on my out-of-warranty laptop, which is two years old. They told me to send it in; they would assess the damage and call me with a quote. I could then either accept the repair work or have my laptop shipped back. First, though, they needed to put a $450 hold on my credit card. If I decided not to accept the repair work it would be refunded. If the repair work was less than $450, I would receive the balance.
A week later, I got my laptop back fixed without ever receiving that call. There was no receipt indicating service completed, but the $450 charge remained. When I called customer service, they denied the policy of giving customers a quote. Why would I pay $450 to replace a power button on a two-year-old $600 laptop? After much haggling, Gateway finally agreed to refund $250. I was upset they wouldn't acknowledge their fault, but this was a reasonable compromise.
Almost five months later, I still haven't received the refund. Now Gateway has no customer service line that will speak to me as an out-of-warranty customer (even though I paid $450 for a repair). I can only send emails, to which I only get the standard response: Your computer is out of warranty, so we cannot talk to you. Your refund has been denied. No further explanation is given.
Gateway's misleading repair service and dishonest customer service has wasted $450 of my money.instead of a new laptop, I'm stuck with the same, slow running Gateway. Don't make the same mistake I did. Stay away from this company.
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