Computer Hardware - Gateway trouble with January, 2000 Gateway computer purchase

13 for April 21, 2001

Complaints.com received the following e-message on April 20, 2001:

From: Akino Veliz [Email User]

RE: Gateway Sucks!!

I purchased a Gateway Astro all in one PC in January of 2000. That was the worst choice of company and pc my husband and I have ever made. The first day I set up the computer and went to install the AOL disk for internet I was on the phone with Gateway tech support. My computer froze up. The tech man told me to stick my recovery disk back in . That un froze it. He failed to tell me that the AOL disk and any other free disk were not compatable with my pc. I found that out on my own during the many months I had to redo that process. I had to call tech support again and was walked through a process to un freeze my computer without the recovery disk. It only consisted of changing one number into a file.

Everytime you stick a recovery disk you loose all programs that were not programed on a computer by the company. I hated doing that because I had to reload my printer and scanner. I have called Gateway throuhout the whole year and recieved the worst customer service ever. I have counted how long I have stayed on the phone from the time I reached a real person and then switched to other people. I stayed on the phone for an average of 6 hours a phone call.

They never listen to your whole problem before they "transfer you" to another person. When I spoke to other people they kept saying that I had the wrong department when they are the ones that keep transfering me to the wrong departments. I got so fed up with my computer problems that I finally told gateway that they need to come get this junk off my doorstep and fix it or replace it. They had the nerve to tell me I would have to pay for them to pick it up. I said oh no I don't! My brother had a problem with his gateway pc and they came sent UPS to pick up his monitor free of charge and was giving another moniter to use for the time being. And I was still under warrenty and they told me I could not get a replacement untill they recieved my pc but, they want me to ship my computer t o them. They told me because I have an all in one pc that I would have to pay for my shipping charges.

This thing of a computer is the size of a 19' tv and so lite my rottwelier can pick it up and run off with it. My brother had a huge monitor and heavy as sand bags and they want me to pay.After disputing this for an additional hour after being on the phone for 3 hours, A nice man Named Karlton got on the phone and said he will send UPS out free of charge. He was the only nice guy in the whole company that I spoke with. UPS came and took the pc away and gave me a reciept and tracking number. I called two weeks later to confirm that they had revieved it . They said yes it's in Sioux Falls. After not hearing from them for about a month I called to find out if they fixed my computer. They told me they were backed up and had not got a chance to look at it.

After a total of two months I called again. Guess what!, they could not find my computer. This company lost my computer and told me they can not give me a replacement because they have no record of it being there. I said oh yes you do because I been keeping track of it since ups picked it up and I told the lady I know you recieved it because it was confirmed by another rep there and was told last It was in there depatment. She didn't have anything to say about that. Funny! After going from department to department only speaking with supervisors I managed to get to MRT department and argued with them . They are the ones who can really issue a replacement compouter.

Over the months I was told it was tech support. This stupid company can't get there lies right. They never did find my computer. I had to wait for another sorry Astro to be built. When I recieved It and had yet another problem I called and was told I was no longer had a warrenty when they lost my computer for three months and never found it. Well me and my husband have it and we are dealing with it . We said we will never be bothered with them again. That's what we thought. After about a month that we recieved our replacement computer, they had the nerve to send us a note saying that there records show we have two computers and that one was it to be returned or our payments will change.

For one I was told that there policy states that they can not issue a replacement computer untill they recieve one back. So how in the world could we have to computers. All they were trying to do was bill us for the computer they lost in their company and could never find, just to cover their butts. I called back and set them straight about their records. We pay all this money to an irresponsible company. They need to offer free stuff or reduce cost when they stress people out when they make the mistakes. The need to learn what the meaning of CUSTOMER SERVICE. AT GATEWAY PEOPLE LOSE!!!!!

Akino and Mauricio Veliz Jacksonville, NC