1/5

posted Feb-05-2010

You all will soon realize that Gateway is not customer service focused. After spending 1 hour and 13 minutes on the phone I reached the highest level for customer contact. You all will find, its the 3rd level. So after going through Steve(each customer service mail is a man of Indian decent named Steve) he finally passed me onto Benny. Benny was very helpful and quickly passed me onto Tim.

Tim was the the gentlemen at level 3. He told me that all he could do was provide shipping to thier repair center for my veryyy slow processor which was purchased less then 5 months ago. And as many of you all understand, going without a computer is not an option for work, even if it it to be repaired. After asking him what he would recommend I should do next time, he advised me to buy a small back-up computer for times like this. I was rather shocked that I was told to buy another computer to back up mine which was less then 6 months old. They will not provide a temporary, express service on repair, or a new unit.

After being on the phone for 1 hour 26 minutes, I was told there is no way to contact any other level and no way of assuring my complaint with the policy would be viewed. He simply told me that this was the only option and he then later disconnected our call a few minutes later.

Our family has always been a fan of Gateway products and their affordability. Unfortunately, when faced with a problem the customer service policy of Gateway is not to help re-occurring customers. After this we will unfortunately have to more to another product line such as Dell or Apple because for us it is not realistic to by an alternate computer to backup your existing/new Gateway.

Sorry Gateway but you just lost a lot of future products.

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