Gateway Computers - PC delivered late - trouble with PC after it arrived

# 10 for June 17, 2003

Complaints.com received the following on June 16, 2003:

From: Email User

RE: Gateway Computers - PC delivered late - trouble with PC after it arrived

June 11, 2003

TO:

Theodore W Waitt, Chairman

Gateway, Inc.

4545 Towne Centre Court

San Diego, CA 92121-1900 FROM:

Sherlei J

Email User RE: PLANETFEEDBACK REFERENCE NUMBER 2025831 Dear Mr. Waitt, I am writing in the hope that you will be able to address my complaint about the the quality at Gateway, Inc.. This has caused me a great deal of frustration. Here's why I'm writing. On 5/22/02 I purchased a desktop computer from your company paying cash in full up front in good faith I would receive a computer in the advertised working order. Not only did I NOT receive it when it was promised, but the first night I had it it did not work and I spent hours on the phone with your techs to get the computer repaired and was told to erase everything and format my harddrive and reinstall everything. This took hours for me to do and I still have problems. My computers serial number is @@@@@ where you can look up all the problems I have had with this computer and the numerous times I have had to call your techs trying to get this resolved. I have names and badge numbers of all those I spoke with..

I finally gave up and to this day a little over one year later my computer still does not work properly and NEVER has! One tech would tell me to do one thing and another tech would say oh no you didn't do that did you? I finally decided to try once again and called on 6/11/03 to let them know the games Gateway sent me with my computer software, the video portion was not working just to be told "Obviously there is a problem but guess what your warranty expired 1 1/2 weeks ago! BUT YOU CAN BUY MORE WARRANTY IF YOU WANT HELP FIXING THE PROBLEM!" I paid good money for a very faulty system. Even the tech that Gateway sent out to my house said there was major problems with the Gateway computer system I received! He called in to Gateway in front of me and stated as much to them. They insisted it was a memory problem and he argued with them and said no it was more, but they insisted on sending more memory. He told me he was sorry and left. I've been dissatisfied with your company in the past, so this doesn't surprise me. You should know that I don't plan to buy products from your company again. Also, I plan to tell my friends about this negative experience. I should have a system that works properly, they should send someone out here to fix the problem extending my warranty until I have no more problems! Or send a NEW WORKING COMPUTER OF SAME VALUE and pay to ship this piece of junk back to Gateway (although it is not worth the cost of shipping!) I cannot in good conscience recommend Gateway Computers to even my worst enemy (well maybe my worst enemy. What a payback that would be!) I have page after page of supposed gateway techs who could not get my computer to work properly. Every time I tried to return the computer in my alloted time a tech would transfer me to another department who would promise me they would get this fixed and to keep the computer. Finally the alloted time to return this crap machine expired and Gateway informed me I was stuck with it now! I WANT A GOOD WORKING COMPUTER!!!! Thank you for taking the time to read this. Dawn from Gateway at 1-800-846-4506 X 77054 did return my call just to tell me again my warranty had expired but I could purchase extended warrant. I informed her I was not going to spend another dime with Gateway, if they had not been able to sell me a good computer and unable to fix the problems within the last year, why would I give them more money?