• Report: #373587

Complaint Review: Gateway

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  • Submitted: Tue, September 16, 2008
  • Updated: Wed, September 17, 2008

  • Reported By:Sterling Virginia
Gateway
South Dakota Sioux City, South Dakota U.S.A.

Gateway Will not replace defective computer Sioux City South Dakota

*Consumer Comment: Not a rip off

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I had the misfortune to purchase a Gateway P-172XFX laptop in june 2008. It arrived the day I was leaving departing from the U.S. for two months. The wireless connection did not work upon arrival. When I returned to the U.S. I called Gateway and after troubleshooting the computer with level 2 technical support they told me to send it to Teleplan in Dallas, TX for repair. I shipped it out via registered mail on 28 August 2008 and it was received by Teleplan on 3 September 2008. I spoke to ATeleplan on 10 September and they told me that there was a software problem with the computer and they would have to reload the Operating System. They said they would be able to ship it back to me by 12 September 2008.

On 16 September 2008, I spoken to both Teleplan and Gateway, and neither can or will tell me when I will receive my computer back. Teleplan told me today (16 September) the DVD player on the computer was now broken and they had ordered a replacement on 12 September. They added that they just moved to Temple, TX and cannot find a listing for where my computer is in their databases and if they find it it will be at least 10-15 more business days before they can ship it back to me. I contacted Gateway and after THREE hours on hold finally spoke to a level two (?) customer service rep, that was supposed to be able to resolve the issue (either assure me that the laptop would be returned within 10 days or provide me with a new computer).

The C.S. Rep (GTWA-150) told me that all she could do was contact Teleplan and ask them for an estimated return date. Since I will be departing the U.S. within two weeks for a deployment overseas for a year, I told the C.S. Rep that I either wanted a refund of the $2,000 I paid for the computer or a new computer (sent to me immediately), since I would be gone by the time they said they MIGHT ship it back to me.

The C.S. Rep said she c/would not do that and that I would have to just wait for the computer. She did not care that I was deploying or that I had been without the computer that I had already paid for. When I told her that I would not be in country to receive the computer when they choose to ship it, she did not care.

I have called my credit card company to dispute the charge since Gateway shipped me a defective computer and I will not be in country to receive it when they finally decide to ship it back to me. I will never buy another Gateway product, especially since they have no concern about people deplying overseas.

BEWARE OF GATEWAY, I RECEIVED A DEFECTIVE LAPTOP AND THEY TOOK MY MONEY AND THEN TOLD ME TO SEND IT BACK FOR REPAIR AND WILL NOT TELL ME WHEN I WILL GET IT BACK. THEY DO NOT SUPPORT THOSE OF US GOING OVERSEAS TO SERVE OUR COUNTRY. ALL THEY WANT IS OUR MONEY.

David
Sterling, Virginia
U.S.A.

This report was posted on Ripoff Report on 09/16/2008 06:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Gateway/Sioux-City-South-Dakota/Gateway-Will-not-replace-defective-computer-Sioux-City-South-Dakota-373587. 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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#1 Consumer Comment

Not a rip off

AUTHOR: Peter - (U.S.A.)

Your Gateway computer is having problems -- You sent it to Gateway -- They are fixing it.

Just because you impose certain time restraints on Gateway does not mean that they have to abide by them. If you need your computer fixed faster than the manufacturer is able, then you should send it to a private repairman of your choice and at your own expense.
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