The complaint has been investigated and
resolved to the customer's satisfactionResolved Gateway fx6800-01e — Best Buy Destroyed my computer
resolved to the customer's satisfaction
Back in December (on the 18th to be precise) I purchased a new Gateway desktop computer (model# FX6800-01e) from my local Best Buy store in Fort Worth. (5700 SW Loop 820, 76132). I am a graduating senior at Texas Christian University, and the computer's primary usage was for school. Since purchasing the machine I have added in a total of $1400.00 of high performance upgrade parts to customize the machine to my liking.
On February 25, 2009 I took the machine into the Best Buy I purchased it from due to a hard drive issue. At this time the computer was only 6 weeks old and still in pristine condition inside and out. Best Buy's "Geek Squad" had sent the computer off for repair to their service center. After waiting the promised 2 weeks for the repair to be completed I called to check on the status of the machine, they stated they were awaiting a specific part for the machine, a modem, and the part was on back order. There never was a modem In the machine when I took it in for service, the modem was removed from the machine when I performed the hardware upgrades, as it was unnecessary.
Last night, 3/26/2009 I finally received a call stating my computer was finished and ready to be picked up. Upon arrival and waiting for them to bring my computer out I immediately noticed significant case finish damage that was not previously there (I had only had the computer 6 weeks, and I worked diligently to keep the piano black finish in pristine condition). When the store associate placed the computer on the desk, I heard parts rattling around inside the machine, and pulled the cover off to investigate. The machine had apparently been dropped and abused significantly either in the store or during shipment from their service center. I had to physically verify the serial number on the unit to verify it was indeed the same machine I brought in originally for service due to the damage and scratches made it unrecognizable.
The machine is not even 3 months old, and over half of the time I have owned it, the machine has been in the possession of Best Buy for repairs. I further investigated the damage to the machine, there was significant structural damage to the case, as well as critical damage to the highly sensitive components within. The original problem the machine was sent in for was due to a hard drive malfunction. It took Best Buy over a month to repair the problem, and even then they sent a different unit both in brand name and in hard drive size(smaller than original, and cheaper quality drive) than what the machine came with. The store also expected me to accept the computer as-is, with the "new" hard drive (which was visually apparent as being previously used) and without having the original software installed on the machine, e.g.: the machine was blank and unusable.
I have contacted the 1-800-bestbuy number regarding the issue, only to be met with extreme resistance, the supervising Geek Squad manager within the store was hostile, and refused to work with me to resolve any issues. The Customer Service number has refused my attempts to obtain contact information for area or district managers to help with my search for a resolution. I requested they replace the machine with a new machine and they outright refused, and I am still left with no computer, school work piling up, and over $3000.00 wasted and no resolution in sight.
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