I bought a Gateway laptop computer at the end of August 2006. It crashed at the beginning of October. I called Gateway and with a $75 deposit, they sent me another hard drive which did not work. October 10, 2006 I had to return the entire system to Gateway for repairs. THe delivery service DHL delivered it to Gateway. First Gateway told me the system would be repaired and returned within 5-7 days. I was told I was given incorrect information by the representative. The next time I called, October 24, I was told they had no record of receiving my notebook in their system. After escalating the incident to the supervisor, I was told that they had received my system but it was still sitting in the warehouse. They escalated the issue and I was told I would receive it in 5-7 days. I called back on November 14 and was told by a technical support representative that they have no record of receiving my system. Once again, I was transferred to a supervisor. The supervisor said he found record of it in his system but the warehouse had not entered any notes on it, meaning that it was still had not been worked on, even after ebing ESCALATED! November 28---still no computer, I called and another escalation was put on it. I was told 5-7 days I should be receiving my system. Tonight I called back, talked to a technical support person, was told once again they had not received my system. She refused to transfer me to a supervisor and was told I needed to contact DHL. I told her I had contacted DHL, gave her the tracking number. She still refused to put me through to a supervisor and continued to argue with me. I asked her if it would be necessary for me to explore my legal options at this point, because my $1200 computer is missing. She then hung up on me because I "threatened legal action". I called Gateway back AGAIN and talked to a different te tech. support person who didn't see any record of receiving my notebook, but this time she DID transfer me to another supervisor. THe supervisor had told me he put another escalation on it. I told him it had been escalated three times before. He basically said that there's nothing further they could do but keep escalating. He refused to contact the warehouse to find out what is going on. I asked him if I was going to receive any kind of compensation and I was told no--it is not the company's policy. I told him Gateway must not care about customer satisfaction. He kept saying there's nothing more they can do. I told him how I was hung up in before when I "threatened legal action". He said they do not take threats of any kind. When asked what I was supposed to do next, he said there was nothing more to do that the fault is with the warehouse. Only the corporation can take action against the warehouse. I told him I would be obtaining an attorney then since I am not getting any assistance. THe supervisor said that my call would now be terminated because threats of legal action will not be tolerated. Furthermore, he had the nerve to tell me to have a nice night.
I don't know what to do...I am absolutely livid right now.
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