Gateway computer

Gateway computer

On Nov. 8, 2004, I bought a computer from Gateway, and put the cost on my American Express.

On Nov. 18, I sent in forms to apply for my $100.00 rebate. I was to wait 6 to 8 weeks for the rebate (I assumed that they wanted to get paid by American Express before they would pay my rebate - which is reasonable). For 3 weeks, I didn't hear anything from Gateway. To me, this meant whatever I submitted was in order. So the box they used to send me the computer was discarded. By Jan 4, 2005, I did not receive my rebate. So I went on to internet to look for a phone number to call the rebate center. At that point, not only had I found the phone number, I also found out that I could check the status of my rebate application online (This is my fault. The rebate form did say that I can check status online). To my surprise, my application was denied. I called them up, and they told me that they had just returned my application (that was not true, if I didn't call, they would not had returned my application.

They back dated the letter to Jan 3, 2005 - but still, this meant my application was sitting in their office from end of November, 2004 to January 3, 2005). Three days later, I received the application I submitted. They claimed that I sent in the wrong Bar code - there should be another one on the box. I called customer service, and they told that I was 'out of luck', because I sent in the wrong Bar code, and the box was discarded, which meant that I couldn't find the other Bar code. When they received my application, they knew the Bar code I sent in was not the right one. If they notified me right away, I still had my box, and could have sent in another Bar code (if that exists). But instead, they let my application sit in their office, and wouldn't have returned it to me if I didn't call. As far as I am concerned, they have no intention of giving me the rebate - to me that is fraud. The purpose of the Bar code is 'proof of purchase'. Isn't that proof when American Express paid them? Luckily, I used American Express to pay for my computer, and they either went after Gateway for the rebate, or paid me the $100 themselve. If you want to buy a computer, don't buy it from Gateway. If you must buy it from Gateway, don't be a fool like me - pay by installments. This way, if anything goes wrong, you can stop paying. Also, if possible use American Express - not sure if Visa/Master Charge will do the same for yoiu. Here is another kicker. The computer I bought was never right - the hard drive was defective. How does that affect your computer? Here are a list of things that happened to me: 1. The computer asked me to insert a CD so that an emergency boot-up disk can be created. I was never successful, because I will get an error every time. 2. The computer could not boot-up, so I pressed F11, which would restore the computer back to the way it was from factory. This did not work because the hard drive stopped spinning - or defective, and will restored the computer from 20% to 80%, then died. This is very important, because without the hard drive you cannot do anything. Case in point, I finally got on using an emergency boot-up disk from my old computer - without Window (I could not get to Window), I reformatted the hard drive, and tried to load Window. I failed, because half way through loading Window, the hard drive stopped spinning, and I could not complete loading Window. 3. I contacted their technical support many times, and the only thing they knew was send in the computer or filed a complaint, even after I told them that the hard drive was defective. It would be much cheaper to send in the hard drive, not the tower. I even told them if they replaced the hard drive, I would take care the rest. I finally sent in the computer which costed me $49.16. I received the computer back on Jan 27, 2005. Attached to the computer was a note, which stated that the computer was fixed by replacing the defective hard drive. Gateway outsources their technical support to Singapore, customer service to Bahamas, and their factory is in Dallas, Texas. How can that help me? Beats me! What one thing that they are good for - non responsive. Case in point: I called the next day, after I placed the order for the computer, for a faster chip. They said no problem, but I never got a faster chip (I was never charged for that either). They said that they would send me the Installing CD for Window XP. They never did, but sent me a service pack 2 for Window XP, which I can download from Internet. When I couldn't boot-up my computer, they promised to send me an emergency boot-up disk, but Gateway declined. However, they never told me, and I found out 7 days later when I called them. They kept my rebate application for almost 2 months, even they knew I need another Bar code. If I didn't call them, I never knew. I have my computer from Gateway for 2 months, and I actually used it for 3 weeks. If I were to buy another computer, I will go to Costco (it may costs me a little more), but I can return anythings I bought, including TV, scanner, software,..etc. Raphael M San Ramon, CA

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