Gateway Computers Sent new Monitor for repair, Received Cracked and Scratched one in return, no warranty on cosmetic damage they say! N Sioux City South Dakota

Shipped my monitor back to Gateway on or around January 20th, 2009. Went through all the procedures on the phone with a Rep from Gateway. He concluded that the Video Card had gone bad and we went through the shipping procedure. I had to pay for the shipping. Received the monitor back on February 5th, 2009.

I unpacked it, excited to finally get it back only to find that it had a big Crack in the upper right front corner of the monitor and bad Scratches all around the front. I also, had left the thin protective plastic on the front of the monitor, I do this to protect my items longer. No plastic was left on front of monitor. Looks like someone raked it across CONCRETE.

I marked the back of the monitor before I shipped it with 2 white permanent marks so that I would know if it had been replaced with another. The white marks were gone. The Rep from Gateway said "Maybe the back was replaced". I asked what was done to the monitor to repair it? The Rep says"The third party who repairs them does not list what was done". I was just ready to blow up! I looked on my paper I received from Gateway and all it said was, "REPAIR COMMENTS: PERFORMED REPAIR ON CUSTOMER UNIT". I told the Rep, that was very bad business , not to list what was done. He would not even try to find out what had been done!

I said, this cannot be my new monitor I shipped to you! I shipped a new one and received a piece of garbage! The Rep says "There is NO WARRANTY on Cosmetic Damage. He says " The damage must of happened when you shipped it. Oh Boy! Now I'm ready to cry! I said, there is NO way, I packed it and wrapped it soooo securely, this could not be what happened. He refused to replace or fix the damage.

So, my last chance of getting something done, I asked for a Supervisor. Rep told me there was none available, no phone number to call, no email address, no ANYTHING to try and get the help I needed. I then asked if they even had a guarantee on shipping? The Rep responds, " Is the box damaged that it was shipped in? I looked and sure enough there were 2 holes in the box. The Rep suggests I return it, in the original box, inside another larger box, to determine IF it was damaged during shipment.

Oh, another thing, FED EX left my package at the wrong house!

I do not feel that the damage to my monitor was done during shipping! This had to have happened during repair. The Rep told me to ship it back and to be prepared not to have the monitor for awhile. I am really distrought about this. Seems they would want to make things right with me. I have purchased several items from Gateway in the past however, will NEVER buy anything else. Nor will I ever give anyone a good review for this so called Company!

Terita
Harriman, Tennessee
U.S.A.