ED Magedson – Founder
Gateway Computers, Inc.7565 Irvine Center Drive, Irvine, California 92618 Internet United States of America
The Gateway Laptop Model MT6709 I purchased in May 2007, crashed on 1/09/2010 - I contacted Costco where I had purchased it and was connected on a 3-way call with Gateway support.
Gateway told me that they could repair the computer over the phone however since the warranty had expired, I would need to pay for Tech Support.
According to Answers by Gateway Tech Support, they have 3 levels of service - since it was explained to me that it take longer than 90 minutes to fix my computer, they suggested that I take their 3rd level, 15 incident' package - $199.99 which would include repair service on a variety of other products throughout the year. Before giving my credit card, the sales agent assured me that the computer can be fixed.
I gave him my credit card number to pay for the $199.99, and I was put in contact with tech support. My phone call was with a very quick and nervous techman who was constantly leaving me on hold, returning to only have me run through again and again, the same exact procedures he had me run through before he put me on hold. This was done 3 times after which he again put me on hold, came back and breathlessly tried to sell me a new hard drive for $50.00! He then told me he was sending me an email with explanations of what I should do - even though, I told him I had no computer with which to take emails!
He said he was not able to fix my computer. I hung up and phoned the order department and asked for my $199.99 to be reversed - a nasty insulting woman told me that they would not give any refund and that they did as much as they could within their power to fix my computer.
I have reported this to the Better Business Bureau, California Attorney General's Office, and Office of Consumer Affairs, after which time, an Acer representative telephoned me and told me the same thing that they have done everything within their power to fix my computer - with no offer of compensation.
Now today, Gateway told the Better Business Bureau that they would not refund my money to me.
I have already sent Gateway a demand letter and will be filing a lawsuit in Small Claims Court to gain back my $199.99 which was taken, I feel fraudently.
How disappointing all of this is - I am shocked at how many people have had problems with Gateway, I thought when I purchased their computer that they were a 'good' company, but it doesn't look like it.
I will do as much as I can to get the word out to as many people as possible regarding this.
EDitor's Suggestions on how to get your money back!
This report was posted on Ripoff Report on 02/01/2010 07:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Gateway-Computers-Inc/internet/Gateway-Computers-Inc-Answers-by-Gateway-charged-19999-on-my-credit-card-did-not-pro-563294. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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