Gateway - Upon going over my notebook, my husband discovered that several different things that I ordered and got charged for were never given to me.

Gateway - Upon going over my notebook, my husband discovered that several different things that I ordered and got charged for were never given to me.

Gateway

It all started several years ago. I ordered my husband a desktop from Gateway for Christmas. Then, a few months later, I order two rebuilt desktops for my teenagers. All was well. Two years ago I decided I wanted to purchase a notebook for myself over the internet. My husband (a computer engineer) helped me to "build" my notebook.

When it came, I thought it strange that there was no detailed packing list that listed/confirmed everything that the notebook had been loaded with per my order. Upon going over my notebook, my husband discovered that several different things that I ordered and got charged for were never given to me.

For example just to name a couple of things, I was supposed to have "wireless" capabilities and yet it was not loaded, I also ordered an extended 2 year accidental damage warranty, which I did not get, I was also to get extra video memory which was absent. When I took up these issues with Gateway over both email and telephone, I was assured they would get it resolved. They finally offered me additional RAM to appease me or ship my noteback back so they could rebuild. This offer came a couple of months after I had been using the machine and I didn't feel I wanted to copy everything off the hard drive just to send it back and be without a machine.

At this point all I wanted was my credit card credited for the stuff I never received. I went back and forth with Gateway even asking them to "audit" my order. All they sent me was a very undetailed packing list. I finally went to the credit card company and filed a dispute. After yet another couple of months investigating, they issued me a $300 credit to my credit card. All seemed fine until the end of July when my husband placed an order for a new battery and power pack for my notebook. Two boxes arrived shortly thereafter only to have the wrong size products.

I promptly called Gateway and the customer service rep admitted they had sent products for a completely different product. She said I would receive return labels to send the products back and she placed a new order for the correct batter and power pack. I received the new battery quite quickly, but the power pack didn't seem to be coming, so I called Gateway. I was told the power pack was on backorder for another 3 weeks. I was so upset I told them to cancel it. When I never received the return labels for the incorrect product I called continuously. I finally received one label after 3 weeks. I called to inquire about the second label for the second box and was told I only requested to send back the wrong battery, not the wrong power cord.

Why would I keep product that would not work with my machine. I blew a fuse and I received the standard response from them "we're so sorry you unhappy". That's all they know what to say. Here it is Sept 7, and I am still waiting for a mailing label to return the incorrect power cord. Meantime, there is a $154 charge on my credit card that won't come off until they have gotten all the product back. I have already called my credit card company and they are willing to do an "investigation", but I keep holding out hope that the second mailing label will arrive. I'm not sure I understand why it takes so long to put a mailing label in an envelope and mail it.

I am so fed up with dealing with these people and having to spend soooo much time trying to resolve this issue. They actually tried to tell me I would have to pay a restocking fee!! When I argued that it was there error, they realized they couldn't possibly charge me the fee. I will never deal with Gateway again. My husband recently purchased a laptop and he went with a Dell and guess what....no problems. He got what we paid for and in a timely manner. Oh, by the way, when I purchased my Gateway 2 years ago, I paid over $2000 for it, not small change.

Cathy M Click this link to e-mail the above consumer: //