Gateway, 610 Gateway Drive, P.O. Box 2000, No. Sioux City, SD - The power supply blew on my Gateway PC. It is only 18 months old and still under warrantee

Gateway, 610 Gateway Drive, P.O. Box 2000, No. Sioux City, SD - The power supply blew on my Gateway PC. It is only 18 months old and still under warrantee

Gateway customer service and tech support

My complaint is with Gateway, 610 Gateway Drive, P.O. Box 2000, No. Sioux City, SD 57049 The power supply blew on my Gateway PC. It is only 18 months old and still under warrantee. I contacted customer support (which is really a link to sales) The sales rep told me to go out and buy a power supply because Gateway had no power supplies for my model of computer. The sales rep then passed me off to tech support. I chatted to 2 tech support reps.

The second one (a supervisor) promised me I would have the part the next day if I paid for over night shipping (I have the chat logs to prove this claim). I happily paid, and eagerly awaited my part. I telecommute for my job and need to be online all day. Being out for a day is bad, but I thought I could recover. The part did not arrive. I contacted Gateway and was told by another tech support rep that the part would be shipped over night once the order was "processed." I asked what that meant and he had no answer. Maybe a couple more days. The rep then told me the only way to get my data out was to remove my hard drive and slave it to another computer.

All I have is a laptop (Gateway) and that would not work. I can't imagine a tech support rep of any other company suggesting this to a total stranger over a chat session. I was promised if I opened my computer, removed my hard drive, and put it in another PC I would NOT void my warrantee. I don't believe anything they say at this point. I opened the computer to find out that the power supply itself is not replaceable with a standard power supply. It has a very strange shape. I have been lied to - I have the chat logs to prove it. I was promised the part the next day if I paid for over night shipping. I paid for over night shipping, but its 5 days later and no part. The last person I emailed promised the part in 48 hours. I was sent a UPS tracking number that is bogus - no such number exists for UPS. To add insult to injury, I got a call from Gateway customer support to take a survey about the quality of their customer service! They can follow up with a call in 24 hours, but they can't ship a part? And you know, if they were straight with me and told me the part was not available, or it had to be custom ordered, I could have made other arrangements. But at this point I'll never buy another Gateway again. I would like this problem resolved by receiving a new power supply and having the money I paid for overnight shipping refunded. Gateway was once a very good company. Beth S

Brookeville, MD

Beth S

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