Gateway Computers

The following is a chronology of events illustrating Gateway Computer's gross ineptitude at servicing its warranty. I can see from browsing this site that I am not the only one to have had problems with this company, and if what has happened to you sounds similar to what I've been through, please contact me as I am currently exploring legal options, including a class-action lawsuit.

I do not want a replacement computer: I have already had a replacement computer and in 6 months it has been more hassle and time spent than I ever did on the first one. I expect my money back, with appropriate compounded interest, punitive damages, and loss of income from not being able to run a home business.

July 2004

LCD screen on Dell computer broke. Dell declined to honor their warranty. Began research into companies based on honoring their warranty/ repairing defective LCD screen. Chose Gateway in August.

August 2004

Original Gateway laptop purchased.

Week ending Sunday, May 28, 2006 .

Original laptop crashes, appears to be hard drive failure. Unable to get anything done before graduating so have to defer until June when I get home.

June 6, 2006

Order # XXX. Ordered box for $44.

July, 2006

(Records here are not as methodical as they are in later portions of this chronology. Suffice to say, after not getting an adequate response back from the repair center in Texas, more and more calls began to be made.)

Talked to the following persons, who each tried to blame others for their inability to find my computer at the repair facility:

Ernest TS067—made us call DHL and look up the package info even though he already had it.

Linda TS064

Patrick TS052

Printz TS047 claimed to be supervisor for Houston repair center, promised to solve problem and call next day; wasn't in next day

Jessica (no badge number given apparently)

[Nathan- claimed to be supervisor to Printz, would not reveal badge #

Joy TS075

Maggie TS063 (rudest of the lot)] – have a record for talking to these 3 on July 26, 2006. On hold for more than 14 minutes.

July 27, 2006

Family member called Executive Offices on my behalf. Talked with Marvin Saylor, who reviewed our client info as then listed in Gateway's databanks, acted appalled at this taking so long/ having problems w/ the Texas repair center, and promised a replacement laptop, specifically a Model NX560 with Windows Vista, Intel Dual Core Processor, and 2 year warranty.

July 31, 2006

Called Marvin to confirm software configuration of replacement laptop.

(TIME WITHOUT FIRST LAPTOP: ABOUT 9 WEEKS)

August 3- October 30, 2006 .

Second Gateway laptop received and functions normally until Oct. 30 when it unexpectedly crashes.

October 31, 2006

June CA754. Went through safe-mode stuff—nothing. Went through recovery CD—nothing. She suggested a new hard drive, which would arrive in 3-5 days w/ no charge on my Visa (but I had to give the card number anyway). Service req # XXX. Order # XXX

November 2006

(Rather disjointed notes for this month, my apologies for not being as methodical as possible. Records of these calls from Gateway may be more accurate in terms of date/ time on call, etc. Also note Gateway decided to start charging me for hardware at this time)

November 6, 2006

Talked to Alex CA1708. Computer had MBR error and locked up on 'Preparing Gateway system recovery options.' Informed me a 'media on demand CD' was being sent. Order # XXX. Refused to expedite order—expect in 7-10 days. Never received it. 22 minute phone call.

November 28, 2006

Melanie talked to Travis TS084, who transferred to Felicia, TS1744. Informed of 611 days left on warranty. On call for 43:24.

December 1, 2006

Talked to Jessica, no badge number given. Suggested motherboard was faulty. Suggested send in computer for service. Case XXX. I expressed concern over sending in for repair following events of summer 2006. I said I would call back later to decide. This call lasted 21:20.

I called back and talked to Jay, no badge number given, who ordered a box for repair. Gave me ref. # XXX. Charged for this box as well.

December 4, 2006

DHL box arrives. Computer sent out.

December 7, 2006

Computer arrives, but crashes 2nd time.

December 8, 2006

Talked to Joey #103106. Informed me of 601 days left on warranty. Suggested a reset of the hard drive. Naturally this failed. Promised to call back at 11:00am PT. This call lasted 11:16.

His associate Seth (no badge # given) called back at 11:42 PT and told me it would have to be sent in for service when I informed him of the inability to reset the hard drive. This call lasted 12:09.

December 11, 2006

DHL box arrives. Computer sent out.

December 14, 2006

Called to address erroneous charge from Gateway on credit card ($179.51). After 4:22 on hold, talked to Stacey, T3881, who informed me that the charge had already been credited back.

Computer arrived from being repaired at 10am.

1-2:30 pm computer operational.

3:50pm computer locked up, shut down, and refused to restart.

(Crashed a THIRD time)

December 15, 2006

Computer would not boot; Hard drive made a loud humming sound, and general gray screen. Talked to Linda, #TS064, who said the hard drive noise 'sounds like an airplane.' Told to send in computer for repairs a THIRD time. Service request # XXX. DHL box order XXX, to arrive Monday/Tuesday at the latest.

December 18, 2006

DHL Box arrives. Computer shipped off.

December 21, 2006

Computer returns from being repaired.

December 28, 2006

Computer crashes for a FOURTH time.

December 29, 2006

Called Gateway and talked to Dave, #653. He reviewed my file and expressed surprise that the motherboard had been replaced, the hard drive had been replaced twice, and had been 'reimaged' all three prior times it came in for replacement. He kept me on hold for over an hour while he went to consult with techs to determine the common cause of the computer's problems, if any.

He offered suggestions that haven't worked before in any/all attempts: removing/reinstalling the hard drive/ DVD rom, using the recovery disk, and so on. Suggested I try to reinstall/reimage everything using the restore DVD I was provided. The reinstall DVD locked up about 10 minutes into the procedure.

He promised to call back on 12/30 to see how things went with the attempted reinstall. He did call back, but this was not received by my cell phone and I had already addressed the locking up of the reinstall DVD later that day when I called back again. I was on the phone, mostly on hold, listening to the same songs and pack of lies over and over for TWO HOURS, TEN MINUTES, and EIGHT SECONDS.

I called back later, was transferred by someone who did not have sufficient command of the English language to give a name or badge number, then to Kimberly, FL5801, then to Chris, CS049, then to Brandon, who claimed to be in a call center in Montreal and did not give me a badge number. He took over, claiming to be a floor supervisor of some sort who contacted the tech department to see what could be done. He said he had filled out an 'after hours' form and promised to call back the following Tuesday, January 2. He failed to do so. I was on this call for ONE HOUR, FOUR MINUTES, and SEVENTEEN SECONDS, meaning I was on the phone for that day for nearly THREE AND A QUARTER HOURS in one day.

January 2, 2007

Called at 1:00 pm. Talked to Pat, #1947. She asked me to verify my serial number and told me that I had 576 days left on my warranty. She was unaware/unable to confirm my past communication with Dave, #653, on December 30, 2006, claiming "I can't reach the other department." Pat said she would "Research and contact you in a few hours."

I was given the number 8008462000 ext. 32085. They were not taking calls at 5pm, but their recording indicated that their hours were 12-9pm.

This call lasted 27:17.

At 5pm I called Gateway again. I talked to Brandon, #CA1664, who indicated that he would get approval from the ATS Department to get a replacement for my computer "within 72 working hours." He said he would have to fill in an 'after hours' form and would call back the next day, 1/3/07. He did not do so. He gave me the service number XXX. This call lasted 13:29.

January 3, 2007

Received call back from Pat #1947. She expressly implied that Gateway would send an on-site technician to replace the motherboard, processor, memory, and fan. Order # XXX. Pat also promised me that the on-site would contact within 24-48 hours. Call began at 1:15pm, lasted 8:43.

January 5, 2007

48-hour callback time expired

January 8, 2007

Called corporate and left message for Marvin Saylor @ 12:30pm in hope he would help again

Dialed 8008462000 ext. 32085, PBC Cust. Ser.—not open on Monday/ left no message

Called 8008462301 @ 12:40-1:00 pm

Talked to Ron, CA925

Indicated service # XXX, as given Jan 3, was for parts sent out on Jan 4th and expected to arrive Jan 8 (same day as phone call). Parts included motherboard, CPU, fan, and memory. Instructed to call back as parts received; call for on-site tomorrow/next day at latest.

6:45pm-6:58pm called to obtain tracking number for aforementioned parts. Talked to Brock, CA1813.

Tracking numbers for 5 FedEx packages were given

3 came up on FedEx tracking for delivery on 1/10/07, 2 came up as not available

January 9, 2007

Parts arrived. talked to Pat, #1147, who contacted onsite. 11:15 on phone.

January 10, 2007

Contacted by technician for onsite repair. Arranged meeting for January 11, 2006.

January 11, 2007

Tech support, Glenn Robinson from Unisys arrived at 10:30am. Expressed shock at system history, asking "Why hasn't the system been replaced?" before even looking at the computer. Looked over the shipment of parts, expressed outrage at the fact that none of the parts that had been sent contained the hard drive, the one part which definitely needed to be replaced, and stated that Gateway knew this part was needed and should have been sent before sending onsite out there. He called Gateway, talked to Sophia, #FP302, and asked to get a new hard drive overnighted so he could fix it on Friday, January 12. He stated that her demeanor went sour after she looked up our history. She agreed to overnight a new hard drive, and gave service # XXX. Glenn was on the phone for 16:14.

January 12, 2007

New hard drive failed to arrive in the morning. Called regarding the tracking #. After 22:17 on hold, talked to Jared, #CA1646 who gave tracking # of XXX. This tracking number shows the package being sent ground, rather than overnight, with a delivery date of January 17. Call time was 26:41.

Glenn Robinson called back at 12:15pm to check up and see if the hard drive was in yet. Expressed further shock at the hard drive being sent ground rather than overnight. Told Andrew to call when hard drive came in so he could repair onsite. Call time was 1:51.

January 17, 2007

Package fails to arrive. Tracking showed it had been delivered. Called Gateway and kicked off by automated service after giving my serial #.

(Time without second laptop: 10 weeks and counting)