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Gateway / eMachines Computers / Horrific customer service

1 United States

On 2/28/06 I purchased a eMachines package deal from Best Buy. I had the unit for about nine months when the problems began. The computer required several attempts to boot up. I called Gateway tech. service for help with the problem, but everything we tried did not help. Called a second time, same results. I informed the tech. that I was going to bring the unit into Best Buy for testing, which is an authorized repair facility for Gateway. The testing cost me $69.00, the results, a hardware problem. The unit was returned to me with the motherboard replaced. I had to return on 2/27/07, one day before the warranty was to expire, with the same problem. Again, a motherboard was installed. The machine seemed to be working fine until 7/11/07, when at this point, it would not boot up at all. Brought it back to Best Buy and was told that it was past warranty, and that I would have to deal with Gateway.

I called the tech. service number and explained my problem. I was told to write to Consumer Service and enclose the repair records. The person who called, was rude and almost robotic in the way she explained their answer to my letter. I was not going to receive any service, replacement, or refund for the machine because I did not have the repairs done by Gateway and the warranty was over. When I explained that the problem started while under warranty, and had not been repaired successfully, she said they did not repair it so they have no records of repair. I told this person I thought she was being rude, she hung up on me.

Next, I wrote to the "Executive Response Team". Received a call from Gateway. To my horror, same women, same answers. Not as rude this time, but I sensed a hint of enjoyment in her voice. I will next try the Attorney General's Office of SD, BBB, local television station. I will not quit until I have exhausted all my options.


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