Whorled View

August 29, 2007

Gateway Computer Doesn’t Honor Their Warranties

Filed under: Communications,computers,Corruption,Miscellaneous,Sociology,Technology — lullabyman @ 11:15 pm

What would you do if you reported a defect on your laptop before the warranty was expired, and they said, “We’ll replace it as soon as we get one in inventory”, then they never sent it. When you called to ask where it was, they say “Too late. It’s not in warranty anymore.”

Because that’s what happened to me. Check it out… this is the log from our chat … and pay close attention to how they tried to pin the blame on me (start at the bolded portion):

Adam_GWER1387 joined the incident.
Adam_GWER1387 says:
Thank you for contacting technical support. My name and badge number are Adam_GWER1387. Please hold while I review your issue.
david austin says:
Okay
[skip all the introduction here]Adam_GWER1387 says:
I understand that your stylus has never worked in your computer, is that correct?
david austin says:
correct.

Adam_GWER1387 says:
Please wait while I research on your issue?
david austin says:
Yes, I would expect some information from my previous requests to resolve this issue (where I was told a replacement would be arriving).
Adam_GWER1387 says:
Actually, there is no replacement request in your database, David. If you want I can request for a replacement for your stylus now. Would that be okay with you?
david austin says:
Yes, that would be great. My last request happened over the phone. I guess I’ll know better now. He said there were none in inventory, but one would be sent as soon as the inventory was replenished.
Adam_GWER1387 says:
I will first check if the stylus is in the inventory.
david austin says:
thanks
Adam_GWER1387 says:
Please wait while I check the stylus
david austin says:
okay
Adam_GWER1387 says:
Thanks for waiting.
david austin says:
sure
Adam_GWER1387 says:
You said that you purchased the computer in March of 2007, is that correct?
david austin says:
yes, that’s correct. And the pen wasn’t working form the start.
Adam_GWER1387 says:
When did you call Gateway about this issue?
david austin says:
It would have been sometime in may
Adam_GWER1387 says:
IT shows here that your first call was on June 8 of 2007.
david austin says:
That’s it. I was in a tradeshow lat may and anothe early june. it was in that time period.
Adam_GWER1387 says:
Just to let you know that you only have a 90 days warranty of your computer. Since you called on the first week of June, your warranty had already expired. That is why the agent cannot replace your stylus pen. If you call a little bit earlier like around April, we had the change to replace it.
david austin says:
I don’t think that’s 90 dys. Let’s do the math. All month April, all May, that’s only 62 days max. Add 10 days for March that’s 72, add 8 for June,
that’s 80 days. Still under warranty.
david austin says:
So if I was still under warranty why wasn’t it sent?
Adam_GWER1387 says:
I really dont know why they did not issue the replacement of your stylus pen.
Adam_GWER1387 says:
Because today, i really cannot make a request for your replacement because you are already out of warranty. If you want you can try to call to the person you contacted to in order that they can escalate your issue.
david austin says:
Does it show what my call was about? Isn’t that proof enough. This guy does as many calls as you do, he’s not going to remember it.. Would You? I wouldn’t. I took it on good faith that you guys would keep your word. Is this how you run things there?
Adam_GWER1387 says:
If I have the power to make your computer back in warranty, I would do it. But I really cannot make a request here in your database for the replacementof your stylus. Why only now that you have contacted here when it was way over a month when the tech told you to call again if there is no replacement. Usually a replacement would only last for 5-7 business days.
david austin says:
What are you saying? It’s my fault that your tech did not keep his word? Within 7 days I would have been out of warranty anyway and we would be where we are now. Besides, it wasn’t in inventory, I would have had to wait much longer. Your man screwed up and you’re trying to stick me with a $50 replacement bill, when I reported it while under warranty.
david austin says:
What’s right abut that?
Adam_GWER1387 says:
Why did you contact us earlier? Adding the 7 business would only be June 15 which is 2 days before your warranty expired. Why did you have to make it to this month to contact us. I really cannot make a request forthe replacement of the stylus pen, David. It says here that you are already out of 90 days warranty.
david austin says:
Re-contacting you within the warranty period is not my job. Warranties for reported items do not go null and void when it isn’t shipped. Any judge will substantiate that in court. The issue is NOT when I RE-contacted you. Never will be, and any attorney will back that up. I reported it WHILE under warranty, if you do not honor that you are violating the terms of that warranty. Would you like to disagree because I’m recording this.

david austin says:
Incidentally, it was NOT in inventory, it would have not taken 7 days (which I said earlier). According to the person I talked with it would take some time to get back into inventory.
david austin says:
Hello?
david austin says:
I’m starting to think that the guy I talked to was trying to pull a fast one on me so you could try to violate the warranty contract as you are currently attempting to do. I wonder if it was really not in inventory.
[ … this went on for 1 hour and 52 minutes- during which time I talked with “Joseph”, Adam’s supervisor, who also tried to insinuate that I didn’t deserve the pen replacement due to the fact that I didn’t call a second time to follow up on the shipment before the warranty expired]
He then said:please contact our Retail Service Dispatch team for further assistance regarding your replacement part. Unfortunately, we can longer issue a replacement since you are already out-of-warranty regardless when you reported this matter. The toll free number is (1-877-285-6043).

I was “out of warranty” when I reported this matter!? What planet is this guy living on? I reported the matter (broken pen) WHILE it was under warranty. If they choose to not ship it within the warranty period they think they have effectively made the warranty null and void?! Apparently so.

Don’t think this is about a lousy $50. It’s about justice, and about Gateway doing what’s honest and true by honoring their warranties. I’m sure I’m not the first to suffer this injustice. Buyer Beware!!!! I’ll follow up with the “retail Service Dispatch” team (whatever, sounds like code for the “waste-your-time-until-we-think-you’ll-give-up team”), and let you know how it turns out.

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