Never buy from Gateway! *rant updated*

[reveal]

Friday, November 26th, 0800 - I order a laptop online.

Same day, 1230 (4.5 hours later) - I call and cancel (I found a better deal in town). I'm told it will be cancelled.

Saturday, November 27th, 1300 (24.5 hours later) - I see, online, it's still "In Process." I call, again, and this time I am told they can not cancel and my CC will be charged. I have to return the item once I receive it to get my money back. Supervisor tells me the same thing.

Friday, December 3rd - I got the laptop last night. I called and was told there was a 5% restocking fee when I return it. FOR A PRODUCT I DIDN'T EVEN WANT AND WAS TOLD, INITIALLY, WAS CANCELLED!

*ugh*

I've got a case open with my CC company to dispute the charges but I can't do much until after I return it. Basically, I'll dispute the fee once it hits my card.

Gateway sucks.

 

[RichCsigs]

I bought my laptop from Gateway (back when they had retail outlets) and have been very happy with the service. Their help line took my stupid questions in stride without mocking me (that's happened to me before). And when my nephew accidently dropped it, Gateway picked it up, fixed it and returned it to me all within 5 days.

Having said that, man that sounds choochie! Maybe a call to your local TV stations "investigative reporters" is in order?

 

[Mystery Man]

You shoulda got a Tablet PC.
From Gateway.
I love mine.

 

[reveal]

Just got off the phone with Gateway.

Good news: I won't have to pay the restocking or S&H fee.

Bad news: They still charged my credit card and will earn interest on it until they refund me the money which should take about 2 weeks to a month.

 

[reveal]

You shoulda got a Tablet PC.
From Gateway.
I love mine.

I didn't even think of a Tablet PC. I just looked at them and they did look cool. I still wouldn't have bought it though because I have a g wireless network and it only has a b internal card. I need my speed dag nabbit!

 

[reveal]

Update

Gateway received my returned laptop on Dec 13. As of YESTERDAY, Jan 12, they had NOT refunded my CC. I contacted them on Jan 3 and they told me it was "being looked at." Yesterday, I contacted my CC company and updated my claim. They promptly put a credit on my CC and will contact Gateway.

Gateway sucks.

 

[Mercule]

I grew up in Sioux City, so I've got a natural inclination to favor Gateway. I've bought 3? computers from them and always been very happy. Actually, I've still got the laptop that I purchased in 1996 -- it's a bit outdated, but works fine for editing HTML and plain text.

I've heard horror stories about Gateway. I've also heard horror stories about other companies (I, personally, avoid Dell like the plague -- nothing but pain from them). Gateway isn't exemplary, but they have never seemed to be any worse than anyone else in the business, to me.

 

[Rackhir]

Basically, nobody offers good customer service these days for computers at the consumer level. I suspect because people aren't willing to pay for it. If you offer better customer support, but are $100 more expensive, people will go buy the machine that's $100 less and bitch about the service they are getting.

You can still get decent customer service at the Corporate level, but there you are paying $1000 a year to use a program or $300 a year for tech support.