Posted: 9/30/2002 5:19:58 PM EDT
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I was gone for a while(4 weeks almost). Since I'm more a covert observer than a prolific poster and I had mega computer problems, I'm sure nobody noticed. I feel I must vent. Gateway machine 2 years old, nothing fancy worked fine then one day screen says "operating system not found" Hard drive dead as dead. Call tech support to confirm. He agrees. Says he'll ship a new one next day priority. I say great where's tech to install(after all, I have an onsite service agreement). He says no big deal to install a HD. I know this but I don't feel like dealing with this. So I figure WTF I'll do it myself. Well a week goes by no HD. Guess what? Call back get supervisor on the line, HD shipped UPS ground and told the first tech guy lied and had no authority to upgrade shipping. OK when will it get here. Tracked and 2 more days. Gets here after 3 days they mess up shipping addy. Install HD and find it wasn't formatted. Call back. Get supervisor. She gets mad when I ask why all the problems, curses at me when I ask for her boss, gives me a bogus name and extention. I call back get another tech that says nobody from management is available and when I ask for a number she hangs up. Call back again ask for corp # get a number for a Gateway store in Texas. Finally get the # to corp office and VP of marketing get the run around when I ask for him finally get a woman who promises a new HD that needs only to be installed and I'll be good to go. Again I ask for a service tech to install and am told my onsite service does not cover this. Get another HD call VP's office so many times they finally get me a service appointment. Guy comes out and can't get it set up to run says I need to download drivers from the web page and leaves, well these drivers were needed to connect to the internet to begin with. A big fiasco. I asked for refunds, replacements, was stonewalled, cursed at, hung up on, lied to, and blown off for 3 weeks. I called VP repeatedly and kept getting same woman and told her I want a working computer tomorrow or I will call everyday and eventually get to the VP of sales and marketing. I'll tell him my story and use her name specifically. Finally she relents and sends me a replacement machine. Moral of the story? I WILL NEVER, EVER BUY ANOTHER GATEWAY PRODUCT EVER AGAIN! With out a doubt the worst customer service I have ever dealt with. I told the woman that they should put as much effort into customer relations as they do that stupid fucking cow! She says there was no need for the language. What a horrible experience. Rant Mode Off |
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we used to do the in house service for gateway. 8 out of 10 times they were good to eal with. It was problem 9 and ten that would have folks pulling their hair out. It always seemed that went something went wrong in their process they freaked and passed you off to the next poor slob to answer the phone. Just for the record dell is worse. mike |