Gateway Inc Gateway tells me to call back , talk to Case Management. Then refuses to connect me Sioux City South Dakota

Follow up on my recent report of 02/13/2004. I was told by a Customer Service Supervisor and a Tech Supervisor to call back and speak with a Case Management person. Calling back I was told by six different tech reps that they could not transfer me to Case Management.

These reps told me that only of they could not resolve the issue that only then would they transfer me. Well since the tech person can not rebuild the computer with the proper parts (Or authorize what is needed) that they should transfer me to Case Management.

After about 5 minutes on hold again on the phone I was told that they could not transfer me to Case Management and that I needed to contact Customer Service and speak with them. I called back and spoke with customer service supervisor Jenny. Jenny told me to call back to tech support as they could not transfer me from there.

The only people who could transfer me were Tech people according to the Supervisor. So she transferred me to tech support and the whole cycle ran again. This supervisor was surprised at my lack of being able to get through to Case Management. So I gave it shot again.

It is apparent that Gateway has no customer support or Management people who can act on any issue. The only solution they offer people is either write zeroes to your hard drive. OR "let me transfer you to sales" so they can sell you something else.

I called back today to see what type of answer I would get about the same issue I called about yesterday. This Gateway person asked me how I knew about the Gateway Advocate Group, The Gateway ERT Team (Emergency Response Team, sometimes called the Executive Response Team) and Case Management Team. HE told me no one ever gets to speak with Case Management, ever.

Plus I think I got the feeling that mentioning those three groups that I was not supposed to know about them. I believe he was offended that I wanted to speak to someone higher than him in the food chain.

I explained to this person that I have written, faxed, emailed all of these people with NO acceptable solution offered. For the most part no response made from the ERT, Case Management or anyone else in authority at Gateway. The only solution offered at any time was for me to return the computer at my expense to somewhere in Kansas City or Wichita.

And that after 40 to 50 hours on the phone with the tech people in Wichita. We ended up wiping put my hard drive at the time. This did not resolve the issues. Only made the issues worse as Gateway would not replace the software lost or removed.

Then they suggested that there was something really strange about my computer. So they got authorization to have me send the comuter directly to them. But no replacement computer or laoner was offered.

I would of course be without the computer for upwards of six months with no replacement computer. IF anything was found wrong with my computer I would have to pay for it and the shipping back to me. Such a deal.............

Gateway knows nothing about customer service or common courtesy. Gateway should take some their money they spend on advertising and use it to properly train their people on how to resolve customers complaints. Only about 5 to 10% of people ever complain enough about issues.

That means that most people do not complain or write letters. They protest by not ever buying again from the company that has cheated them. Gateway reps who read this should remind their supervisors that many companies did not listen to their customers and went out of business.

Businesses like Federated, Woolworth-Woolco and others. K-Mart is regrouping for the most part but may fall victim to poor management decisions similar to Gateways and the others. Sears and Roebuck also has financial issues that need to be resolved.

One thing is sure about these reports from people complaining about Gateway and other poorly run companies. For every person who files a complaint about Gateway there are hundreds and maybe thousands more who do not, will not or have not yet complained.

Gateway and other poorly run companies should realize that for every person they leave dissatisfied this one thing: For every person who feels cheated, wronged or has a unresolved issue with Gateway that this person will tell at least 20 people about their experience. Enough people told and your sales fall. You go out of business and wonder why............

Sure the execs will blame the economy, the customers, the competition, anyone but the person who is responsible in the first place to try and resolve issues and create a customer. Gateway execs and bigwigs will not blame themselves.....

They and they alone are the reason nothing gets done. They and they alone will be the reason that Gateway will either fold or be sold. They and they alone are the reason I will never purchase anything from Gateway again or ever recommend them to anyone. They and they alone have the power to correct the issues.

However they do not have the foresight to resolve my issues or the many others either mentioned here on this aite. Or the thousands of others never resolved and never mentioned anywhere.

The problems will get resolved when all of us purchase another computer from a reputable company that stands behind it's products and services. And definitely not purchasing one from a company that does not care about it's customers after the check has been cashed like Gateway.

KC
Apache Junction, Arizona
U.S.A.

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