Gateway Online Purchases - Watch out

I recently bought a Gateway Tablet 142 XL this month from their online help/sales person after hearing about several good deals that other notebook forum'ers had said.

I needed 3 year warranty, 3 year accidental. They initially quoted a higher price, then after saying they'll check with the manager - then came down on a pretty decent price, that was to include everything if "I bought it right now". So I bought it. They gave me a copy of the conversation too.

After looking at the invoice the same day as purchasing, I didnt see the 3 year accidental warranty there, so I contacted the same sales person (via email) and they replied that the 3 year accidental was indeed included.

Found out this last week after talking to tech support that the 3 year accidental warranty was not included in my purchase and that If I wanted it, I would have to pay $160 more. Emailed, called the sales rep to help. Havent heard a thing x 2 weeks.

So went back and forth for a while - So even having the copy of the conversation stated that she is selling me 3 year accidental, 3 year warranty; they still will not honor that agreement, stating that she didnt charge me for it. Whattt?? She quoted me the buy it now price?? If they wanted to charged me the higher price, I defiantelly would not have bought it.

Tried calling again today to see if I can get a supervisor, found out today after 1 hour... Apparenty Tiger Direct bought out part of gateway ? So Gateways sales department is transition, as of last week, all Gateways sales team is gone, and they cant do anything about it, is what I kinda understood. So sorry, too bad.. but you can return it.. but then

If I want to return it I would have to pay 15% in restocking fee + S/H, no discussion. Doooh...

So all of you who just bought gateway and had "extras" thrown in to sweeten the deal - please make sure you indeed have them, otherwise...

Any one have ideas what I can do now?

This is probally the last time I will buy anything gateway. Very frustrating trying to contact their customer help

 

Gateway decided to remove all direct retail options. So now their laptops are only available from retailers. Hmm, you bought it at a transition stage.

Tell them you are bringing it up with the BBB and see how that pans out.

 

I'd file a complaint with your credit card company, and ask for a chargeback equal to the amount that it would cost to purchase a GW warranty now.

Give them a copy of that chat you had, and tell them they didn't honor the agreement.

 

lawsuit...................

 

file one against your school yet? How's that turning out anyway?

 

Best advice you can get. I strongly second this.

 

Thank you! I never thought of that. I will try it!

 

Dispute with your CC, I am sure you have email correspondences with sales agent, contact their CS ask for CS Manager etc etc

 

I would just go straight to BBB and file it with them instead of GW. if he does indeed have all converations saved and on file, this claim will go his way with BBB. BBB loves to see all evidence of consumers making all attempts to justify their product purchases before going to BBB.

 

The only problem, is that the BBB has no power to force a company to do anything. They are more or less a huge version of the ebay feedback rating system. BBB is your last resort, and can only produce results if the company cares about their reputation.

 

I don't know if that is possible.
Every time I have had to file a chargeback, it's always been an all-or-nothing type deal.

I would still file anyway, and tell your C/C company that the machine is ready to be returned, and since the Gateway rep misrepresented what you were buying , you'd like ot return it, unless they agree to complete the deal that was negotiated BY THEM.

Good luck!

T

 

Sounds good. Just started a file with my C/C; it may take couple weeks for them to start investigating. Hopefully they may help. If that doesnt, i guess BBB.

I did offer to return it to Gateway for full refund ; but they said they will charge 15% restocking fee (non negotiable per them), which is almost about the same price they they charge for the 3 year accidental warranty. So if they decide to keep ignoring it, they make about the same amount as if I decide to return it. ...sigh...

I'm just glad I caught it now, instead of 2 years down the road, then finding out that they never included the warranty, even though I was "sold" it. Thats just wrong. The problem is .. will they even do anything about it. Been getting a lot of stone walling pre and post sales department change.

I hope other people are able to double check that that they do indeed have theirs.

 

Just make sure to keep the emails IN YOUR INBOX so it's digitally IN there.
I mean, yeah, there's folks who can falsify inbox content, but it's not the norm.

This way, you can screencap a shot of the conversation IN you mail proggie, not just exported text. Helped me with Chase once, on a dispute over a RC Buggie.

T

 

I thought Gateway was going retail only now:

http://forum.notebookreview.com/showthread.php?t=277384

 

They are - this is a purchase FidoDid0 did right before they changed over.

Considering you have the conversation they emailed you, I don't see any way:
1) You C/C company would NOT side with you
2) Gateway could charge ANY fee, even to ship back, since THEY are backing out of a deal.

Do keep us updated, and continued luck!

T

 

I had a pretty positive experience with Gateway purchasing from one of their reps, via online chatting.

They even priced matched it a week later - or so they say, i will have to check.