Gateway - poor computer purchase experience

# 10 for January 10, 2002

Complaints.com received the following e-message on January 9, 2002:

From: Joyce Tidwell [Email User]

Gateway - poor computer purchase experience

I too purchased a computer from Gateway, August, 2000. When I first received the computer and set it up I started receiving error messages which has been an everyday experience. I received the computer on 8/24/2000 with the incorrect soundcard, which they replaced.

I spent many many hours on the phone with Gateway. I wrote zeros and reformatted my hard drive as per the instructions from tech support, on l6 different occasions within the 1st 6 months.

on 2/26/2001 after many hours online and by phone I took my computer to the the closest Gateway store to me which is 1 hour away. At that time I was assured by the manager that it would be serviced immediately. When I checked back on 3/02/01 they had not even looked at it, and promised they would evaluate the problem that day. A new hard drive was ordered and installed. I picked up my computer on 3/09/01 and was told that the system passed all testing.

However, when I got it home the same error messages were happening again. I insisted they order another hard drive and this time a graphics card. I waited for the parts to come in and then took my system in and waited until it was ready, which was several hours.

6/15/2001 My system crashed yet again. They tried to help me reload windows but was unable to because of system errors and wanted to email me a patch that SHOULD fix it. EMAIL? how do I get email if I don't have a working computer. Well his suggestion was to go to a friends house or to the library and download the patch to bring home to install on my computer!!!

I told him that I wanted my computer replaced as it was obvious that I had purchased a lemon. I had to contact case management and explain to them what and why I wanted done.

3/19/01, called Gateway case management and was told that Gateway would not replace my computer without first sending it to Sioux Falls, SD for them to evaluate and determine if a replacement would be made.

I paid $1,700.00 just for the CPU, no monitor or printer. I specifically inquired about the warranty, and they have a 3 year warranty, Great! YEAH RIGHT!!! Try getting them to honor it.

6/17/01-again hard drive was wrote to zeros, reformatted and reinstalled windows.

6/27/01 - shut computer down, started computer back up next morning and BAM! SYSTEM ERROR!!! press ok and windows will fix it for you. Did that restarted and everything, software etc. excluding windows was wiped out of my computer. The only thing in the control panel was the Intel Security file.

They sent me a new hard drive, I installed it and installed windows.

I was able to restore my computer from the system restore feature, this being the 1st time it worked.

However, I sat down and found every address I could for Gateway offices. I sent out 10 certified return receipt letters.

Within a matter of days I received a call from a gentleman at the executive offices, that apologized and said that the problem should have been taken care of long ago. He had them send me a "new" computer.

Well, I get the computer and no network card, so he sends that.

Follows up about a week later and I told him for now everything appeared to be working okay.

9/01, hard drive crashes again. They send me new one and when I install it, find that the one in the so-called "new" computer I received just 3 months prior, was a rebuilt hard drive.

Again I call the executive office to speak with the gentleman who ordered the replacement and got some old broad named Jill who informed me that Robie who was the one helping me before no longer worked there. After explaining everything to her, she said that Gateway was not going to do anything about it "case closed".

I said that I wanted a refund and guess I would have to check into small claims court to resolve this matter. She said when you do make sure that you supply a copy of the warranty that says we can use new or used replacement parts.

Well I did not pay for a used computer I paid $1,700 CASH for a new computer. Makes you wonder just how many parts in your "NEW" computer are refurbished. If I had wanted to buy a refurbished computer I could have gotten it a heck of a lot cheaper.

I am currently in the market to purchase a new computer, although I have only had this one for 1- 1/2 years. Need I say my new purchase WILL NOT be a Gateway!

Please DO NOT BUY GATEWAY!!!! You will be screwed!!!