I need some help re my Gateway Notebook 4530

I purchased a Gateway Notebook 4530 from FutureShop in Canada on Nov 27/04.

January 14, 2005
· My computer power switch would not work. My computer was on and there was no way to turn it off. I unplugged the computer, closed the lid and just left it.

January 15, 2005
· I phoned Future Shop (1800663-2275) to speak with the service people about getting my computer fixed. They referred me to contact Gateway at 1800GATEWAY.
· Called 1800GATEWAY, spoke with Christian CF003 who told me that I needed to call 1605 232 2118
· Called 1605 232 2118, spoke with Brian Badge # 68223 (a very pleasant and helpful service rep)
· I described the problem with my computer and he documented the problem
· Brian stated that the procedure I had to follow was:
· 3 days to overnight Fedex a box to me
· 3 days to return the box to the service depot
· 3 days to fix or REPLACE the damaged computer
· 3 days back to me
· RMA EN010515079
· I was to write this number on all 4 sides of the box before shipping it

January 25, 2005
· Box arrives via Purolator (not Fedex as stated by Brian)
· I phone 1605 232 2118 to state my concerns about the slow service, a different carrier being used, etc.)
· Spoke with Chris Badge #69936 (again a very pleasant and helpful service rep)
· Chris reiterated what Brian had promised me:
o 3 days to overnight Fedex a box to me
o 3 days to return the box to the service depot
o 3 days to fix or REPLACE the damaged computer
o 3 days back to me
· This unexpected delay was caused because Gateway had run out of shipping boxes. The new shipment of boxes had arrived on January 21, so in fact, I had received great and speedy service
· I also stated at this time that my computer was working off and on. I was very concerned about the time it might take to recreate an intermittent problem like this. Chris re-stated Gateway policy of only 3 days for repairs. If the problem is not correct in that time frame, my computer would simply be replaced, With my hard drive being swapped out, or my motherboard, power system being replaced.

January 26
· Phoned Purolator to arrange a pickup, again confirming everything.
· They failed to come into pick up my computer

January 27
· Phoned Purolator again, to try to arrange pickup again. They agreed to come Jan. 28 between 1:00 and 6:00 pm
· Phoned 1 605 232 2118 again
· Spoke with Roger, Badge MT134 (he was most unpleasant and not at all helpful, in fact, he was quite arrogant and patronizing.)
· Stated my concerns regarding the carrier you were using for picking up and then again delivering my computer back to me
· Roger basically told me that it wasn’t Gateway’s problem at all about the carrier, if I didn’t like it, I should write to you. He was quite curt with me.
· Roger restated the 3 day scenario as I stated above.
· Phoned 1 605 232 2118
· Spoke with David, Badge MT483 ( another helpful and supportive service rep)
· I read my above notes to David and then stated my concerns about this entire procedure to David
· David did manage to ‘find’ my computer and said it had arrived at the service depot Feb. 1st
· David spoke with his ‘superior’ and that his ‘superior’ had called up my computer and put a rush on it. David guaranteed that my computer would FOR SURE ship in 3-5 business days from Feb. 11.
· January 28th
· My computer was picked up by Purolator Bill of Lading # 2234 871 2534

It is now Feb 27th and I have heard nothing from anyone about my computer. I have no idea where it is.

I work for Sprott Shaw Community College and have found this a very interesting ‘war story’ about making sure you get a good service contract when you purchase a computer. My students ask me daily for an update. I currently have about 87 students. I teach business courses including all of the computer applications.

In the meantime I have had to purchase another lap top on my Mastercard as Futureshop policy does not allow loaners. I will, however, return it when my Gateway is returned.to me, and no, it isn’t a Gateway, rather, I chose a Compaq off the shelf to use.
To be honest with you, I actually preffered the Gateway I had to this one, other than the fact that I no longer have the other one to use. I purchased a computer because I require it on a daily basis to do my job..

At this time I could not in all honesty recommend your product to either clients or to students based on your errant misleading service/warranty policy. I was told that your policy is that if you can not determine what the problem is and repair it in three business days that my computer would be replaced.
You do the math…..As I have stated above, my first contact with you regarding this problem was January 15, 2005. Today is February 27, 2005 Needless to say I am extremely annoyed, disappointed and feel like I have been ripped off.

In your consumer information on your web site you state that you “resolve the issue as quickly and conveniently as possible for our customers” I don’t think six weeks is quick nor is it convenient.”

Not only have I purchased an inferior product but your warranty is misleading and simply speaking you obviously do not live by what you lead customers to believe. Mostly you have not honored the contract that I had faith in until this issue arose.

My comoputer was finally returned Mar 8/05 but now I have no USB on the motherboard. The wireless doesn't seem to be the same as on the first motherboard. It's also not making the wireless connection the way the first one did. It has been suggested to me by a technician that I may not have the same kind/or that I may have a refurbished motherboard now.

Does anyone have any suggestions that will help me get either my money back, or a replacement functioning computer. I really can't afford to be without my computer for another 2 months while they try to resolve it again.

I am unbelievably frustrated

 

Dear Moderators,

This story IMO wins the "Horror Story" Award. What was the prize for that again?

---------
Scot,

Contact the Better Business Bureau at www.bbb.org I believe they are based out of Missouri (St Louis). You need to file a complaint there and see if you can get resolution. If you paid with a credit card that has some buyer protection coverage, contact them. If there is a local news reporter in your area, contact them also.

I used to wonder why there are <550 posts on this forum, no one has their computer to complain!
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Day 115 was the last day I counted--- it just became tedious.. cause noone cares anymore

 

I totally know the feeling! Im probably gonna have to go buy a new computer soon too-- and I did have a 4 year warrenty on it-- to bad they wont live up to it! My horror story:

My Laptop Hard Luck Story:

I bought my computer last year towards the end of May 2004.... everything seemed to be going well when all of a sudden, the adapter on the computer wouldn't be recognized (as far as... it wouldnt power). So I take it down to future shop, where I bought it (This started in the end of November of 2004)

So Day #1 of the breakdown to death story:
I bring the computer into future shop, they look at it, have no idea what is wrong and decide to send it to HP to get fixed-- ok.. Im cool with that, fix the thing!

Day # 22: I finally get back my computer from HP, I thought that they had killed it or something it had taken that long to get back to me

Day #29 My computer has once again broken down-- this is starting to disappoint me- its the same problem as before. Im thinking to myself, why wasnt it fixed last time? So, I call up HP

Day #29 Hour #1: HP Canada: "Im sorry youre computer is an american model" me:"but I bought it in Canada cause thats where I live" HP Canada:"well, youre going to have to call HP US because its an American model" me "fine, whats the number"
Hour #2: HP US: "we're sorry we are temorarily unavailable we apologize about that"... me:getting frustrated
Hour #3: I write Tech support who tells me that I should call the HP Canada help support, and when I tell them that they think its an American Computer the email people assure me that it is Canadian
Hour #4:HP Canada still doesnt think my computer is Canadian, they wont talk to me, in fact they yelled at me, and than proceeded to hang up as if I was being a total waste of their time

Day #30: I bring the computer back to Future Shop, they send it off again!
Day #57: I finally get my computer back with the reassurance that it now works properly
Day #59: Nope, it most definitly does not work properly, it has the same problem once again, I just dont get it
Day #60: I take the computer back to Future Shop were I am told that if it does "the exact same problem again" that I will get a new computer- they send it off to HP
Day #90: Ok... so Ive been dealing with this for 90 days--- a long time I know, oh and to mention-- the appearance of my laptop is getting progressively worst throughout this entire thing- due to the fact that they keep scratching it... I finally get the computer back- it appears to be working- wow!

Day #115: Alright- so this time it isnt the cord but now the keyboard doesnt work right, the CD burner doesnt work at all, and the computer wont download MSN, Windows Updates or HP Updates-- which is kinda a problem... no fear HP is here!
Right--- I spent 9 hours emailing them, and talking to them on the phone... trying to get my computer to work right. At one point they told me to do something that would have caused my computer to die right there-- and of course they arent liable. I followed the sane instructions. Finally they told me the only thing I could do to absolutely fix it was restart-- everything. So-- I do.... yeah call me crazy but I wanted this to work, it gets into windows, Im all excited. It still doesnt work, to this day, to this hour, it still doesnt work-- HP wont fix it, Future Shop wont touch it-- and Im one University student who is kinda ticked off cause she needs it for school

Yup-- you did read that right... day 115

 

Holy Hana. . . what a horror story you have. . . I don't think I want to have to count my days up.

Good luck to you
Scot

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by Scot

 

thank you so much. I have told the last person that I spoke to that "I'm not going to go away!" I mean it too. I can't afford to just walk away from this, nor do I feel that I should

Scot

 

oh.. and for the first time they actually allowed me to talk to a supervisor-- I was shocked every time before this they denied me the opportunity to

 

Yeah.. I did the whole Im not backing down.. lol.. and I was hung up on.. I do have an update to my story however:

So.. day whatever.. really large #... I contacted the better business bureau, I figured what do I really have to loose. They contacted HP, HP called me tonight and apologized about their lack of quality service and that they wanted to make it right. Ok.. Im thinking to myself.. my computer is actually going to get fixed! WRONG! they think its a virus when its a proven fact that now its the hard drive, they wont fix it, they told me to reboot and start at the beginning, did that,... it didnt work and they dont believe me so they want me to do it with them on the phone with one of their tech guys. Fine-- why not gives me someone to yell at when it doesnt work. Im getting extremely frustrated with this entire thing, they wont do nething. and when I ask for a refund or a new computer, or well... nething but this one.. they tell me no because there is nothing wrong with this one. I would love to see them try to use this one for a week, and than in the end tell me how unhappy they are

 

Gateway actually lost one of my laptops when I sent it in for service. The answer is clear. Don't every buy Gateway again. (Nor Dell, nor HP).

If you insist on taking the matter up high enough in the supervisor chain, eventually, if you are lucky, you will get to one of the "old school" Gateway people who actually know how to get things done. But these people are few and far between these days.

Don't give up. Good luck

 

I think it really is a matter of talking, talking, and talking.

I have told the people I work with (a community college with over 300 employees and litteraly tens of hundreds of students). My husband's company Norske used to have a contract with Gateway, and now is with someone else. They are the third largest pulp/paper producers in the world. Naturally we are spreading the word there.

In the meantime, we both personally/professionally know better than 20 people that have purchased systems or done upgrades. Needless to say none of them have given business to BestBuy/FutureShop or Gateway.

I have also reported my issue to the BBB. I also plan to contact my local BBB about the issue.

My expectations are a full refund, or a full replacement computer at which time I will return the faulty model. I have offered to give them my credit card number to hold while they ensure that I do indeed return my faulty model as insurance for them.

In the meantime, I am contacting several different places online where people review/report their computer experiences for those that are researching what to purchase. I just want to inform others of my experience so that if the are purchasing a computer, they can take my experience to help make an informed decision.

good luck and don't give up
Scot

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

heart: yeah I know-- its just so frustrating-- especially when the BBB I dont think is doing nething-- HP is lying through their teeth about the whole thing. They called me up and got mad at me because I got the BBB involved. Than they lied some more-- I called them on it this time, unlike most people I decided to keep all my emails about this computer from HP I have dates, I have numbers, they arent getting around this.... if I have to Im taking it to the media, the government, the ombudsmen and perhaps the world-- maybe one of these days you'll see me on TV or something. Most likely I'll like break down in tears or something, lol! HP totally admits to hanging up on me-- they have no problem with that- it seems to be their policy to hang up on people who ask for their managers.

Im kinda starting to consider this a game-- a sad game, but still a game. They said that they got my computer back to me in 7-10 working days, I guarantee and am willing to prove that they did not. Im willing to do what it takes, if it means bringing down HP, going on the Today show or whatever I will! HEY! Idea time- I wonder if Dateline News could do anything for me?

 

Update again: the BBB closed my case today-- unresolved, HP gets to sit there, lying their guts out and there really isn't anything that I can do about it [ ]

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

Ive owned it for less than a year-- yup it was bought on Mastercard and no this isnt the first time that this entire problem was brought up to the attention of people other than HP. Im afraid I have the age bias against me though. I am a 19 year old university student-- they seem more willing to listen to a lying company than a 19 year old who has physical proof and evidence to prove that they really are lying. Im taking it to my Member of Parliament, the papers and the news stations up here on Wednesday-- we'll see what they do with that. Eventually it is going to come down to a place where theyll realize it would have been better to just replace my computer in the first place. I hope.... I did find out one bit of good news, that is slightly bad. I have an extended warrenty with Future shop- an extra 3 or 4 years, that will cover the replacement of this piece of junk now, however I have to spend the $400 all over again for the warrenty- thats the sucky part, and that in a way is why Ive been hounding HP-- because if HP gives me the computer Future Shop wont make me reget the warrenty.

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

Hey again,

Ok here is the update and some questions answered for you:

May 30th of this year is when it goes and hits the one year mark that Ive owned this computer, it worked for about 3 months and than just went downhill. I wrote the BBB back, after they closed the case because I was ticked off. They didnt call today like they said that they would. This is what the BBB said:

We have received your correspondence however, we are unable to pursue this issue further. We are a non-profit organization and can not force the company to do anything. They have stated they will honour the warranty. May we suggest contacting them directly to resolve the issue.

Problem being is I have taken this to the company, they just do not want to do anything about it. Im stuck.
I paid a good deal for the HP I have the receipt still, but that is locked away in the basement safe so that we do not lose it. It was between $1500-2000. Im not really sure not having a warrenty for that long is a good thing either, this way if it breaks down at all software or whatever, its free I do nothing but bring it in- and am supposed to not have the hassle (I have yet to see that).

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

Sorry- let me explain

HP's 1 year warrenty runs out on May 30th, 2005
I have a 4 year extra warrenty with Future Shop the day after HP's warrenty runs out
It should be fixed, but they just send it out to HP-- who send it back unfixed. It has to go in 3 times and break one more (like it has) than you bring it in and they will give you a computer of equal value of the time that you bought it... problem is that you have to pay for the extra 3-4 year warrenty all over again which costs $400 plus taxes. Future Shop is basically Best Buy in Canada... with a few things different (they are run by the same company)

The problem is under neither warrenty I really couldnt do nething after the first time, I had to wait until it broke 4 times, I didnt expect it to break 4 times but it did. I have been fighting with HP about this the entire time since day 1 of breakdown

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

Truthfully, I dont think its fair that if the Future Shop warrenty hasn't kicked in yet why I do have to pay to have the warrenty on the new computer... I am investigating it, and will call them tomorrow about it... I really just want this thing done with. Normally you are right, except the Futureshop people are sending it to HP 1)because they can and 2)because it is too technically beyond anything they can handle (or so they say)
The four year warrenty isnt mandatory when you buy the computer however yes you do have to buy it when you buy the computer.

You assume that I didnt call back, I did call back, I wrote back.. hey at one point I was talking to the CEO of HP (and than she quit, so I have to start all over again)
Futureshop does know the issue and I did fight the managers and I fought the tech people there and always it wound up at HP since it was still under their warrenty. Yes, both companies do enjoy bouncing me back and forth, HP enjoys bouncing me back and forth more between themselves (Im not even going to go there). The first time I remained calm, things happen... second time.... yeah.. we had 3 computer reps, 4 tech people and 3 managers there, the third time I got to sit somewhere else while I complained my guts out because they didnt want other people to see how ticked off I was. For a university student, living off of a very limited budget $400 is a lot of money that I cannot afford to be tossing around every year. Thats an entire half credit right there that I now cannot afford. I dont understand the twice for the warrenty thing, thats just their policy because the old warrenty was for the new computer and this is now a new computer. Up here police wouldnt touch an HP, they go straight to IBM, my school banned HPs from being in their computer labs (the ones they bought) because they found them too unreliable. I am not the only person out there who has this problem. I dont see them going up in the next few years truthfully, I cannot imagine that they would.. at least not until they fix the 580 customer complaints that are currently filed against them due to product quality alone, not to mention other problems... and thats in one area alone.

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by frog786

 

UPDATE. . .

I have heard from another Executive Office person. I guess they have heard from the BBB.

I returned this person's call (Adam), but didn't manage to connect with him today.

Hopefully we will manage to connect on Monday.

Wish me luck

Scot

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by Scot

 

I'm not sure what the mastercard benifits are, but many Visa cards (for example my Alaska Airlines Visa Platinum) will back you up 100% if a company isn't honoring their aggreements. They have a lot of power over merchants. Also, they often even have waranty extension services. It's worth calling your credit card company.



inspiron 9300
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X300 128mb
DVD DL

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by fsacj

 

I'd like to add something... My sister is in Consumer protection law. Basically, consumers have a lot of power, but it is seldom used and sellers are often abusive. Gateway is actually not providing you with the service you bought with your credit card. Because of this, you shouldn't have to pay for it. The best thing to do might be to call your credit card company, and calmly explain this entire situation and all you've tried. First you might want to dig through their policies and see what benifits relating to this they have.

inspiron 9300
1.6GHz
1GB DDR2
X300 128mb
DVD DL

 

Scot, Frog

How are you both doing? I have not forgoten about either of you and nothing's been posted for weeks now.

Heart [ ]

Karma,It'll Get You!