Friday, November 14, 2008

Computer Woes

I realize I'm taking a chance posting this, considering our computer is still not fixed. But sometimes a girl needs to vent, I have this little blog and I think it's highly probable the staff at uhhh......let's call the company Fateway.....don't know how to read, so.....

Today I found out why the computer company Fateway chose their name.

Because they are the, um, fateway to frustration, poor customer service, people with attitude, crappy telephone lines and perhaps even the fateway to hell. I'm not sure about the last one, but considering the crackling phone lines I was on today, I wouldn't be surprised.

The video card in our 11 month old computer failed. It's still under warranty, so no biggy, right?

Uh, huh.

After a long rigmarole that involved me being on hold for over an hour, it was decided I would send the old video card to the company (at MY cost....did I mention the computer is under warranty?) and then they would send us the new video card to install. When they got a new one in stock, that is.

Away the bubble wrapped video card went, off to Texas. As in, Texas of the United States of America. Don't get me started on how much it cost me to send that broken video card via UPS. Did I mention the computer is still under warranty?

UPS called today. They informed me that the address I had sent the package to was incorrect. So I called Fateway, and I found that they had told me the address ended in 66 but it was supposed to be 06. Not a huge deal, it's possible I made the error, although I did repeat the address back to the original person I had spoken with due to a bad connection.

I phoned UPS and gave them the correct address.

An hour later I got a call from UPS. He informed me that the new address wouldn't accept the shipment and said it was supposed to have been shipped to their location in NEW YORK. So UPS was going to be forwarding it to them.

I was concerned that New York was going to receive the dead video card and not know what the heck it was about and not send me a new video card. So I decided to call Fateway.

Ya.

There was no record of any of my previous calls even though I had a service requisition number. And they had no idea why on earth it should be sent to New York. The lady on the other end of the crackling line told me it shouldn't be going to New York. Was I calling from Canada? I should have sent it to ONTARIO.

A migraine started.

She gave me the address to the place in Mississauga. No, she had no idea why anyone in the company would tell me to send it to Texas. And no, she really couldn't find out why someone would tell me the part wasn't in stock. That was impossible for anyone to know. The lady I spoke to before could NOT have told me that.

Another call to UPS. The guy on the other end was incredibly helpful. I really mean that. He said he knew the package had already gone on the truck headed to New York, but he would try and contact them and see about the possibility of rerouting it to Ontario. He was concerned about it going through customs again at the border and he figured they were going to have to charge me to get it sent there. He would check in to it and call me back.

Back on the phone with Fateway. No record of previous calls. She put me on hold while she went and got the supervisor from hell. And I think she walked because I was on hold for a very long time.

She asked me why on earth I would have sent it to New York OR Canada. It needed to go to Texas.

Blood started dripping out my left ear.

When I told her that's where I had originally sent it, she informed me that the address I sent it to was their old warehouse. They have a new one out there in the big state of Texas. What an idiot I am. What was I thinking?

When I asked her if she was sure, that I was told it was to go to Canada, she kinda flipped on me. Why did I keep repeating to her what other people had said to me? She didn't care what someone else had told me, SHE was telling me it needed to go to Texas. The whole call was through a crackling line and I had to keep asking her to repeat what she said. This did not improve her mood.

I told her I wanted to clarify what we discussed to make sure we were both clear about what was to happen. Then I told her I would phone UPS to ensure the package didn't get sent to the Great White North.

It is at this point in the tale, that I will pause to let you all know that you should never do that.

Apparently, the Fateway keeper is phoning UPS on Monday. I guess I missed that part what with all the crackling and attitude dripping on the phone line.

So here I sit, with assorted people in this house circling me, repeatedly asking me if I've finished yet so they can use the laptop. I'm looking forward to the call from the Fatekeeper telling me where UPS is sending the busted video card next.

There's something horribly wrong with a dead computer part being better travelled than me.

6 comments:

Sarah said...

I cringe reading this. I was actually making faces. The cringe-y kind of faces.

Sarah

tentativeequinox said...

You need to use their real name in your post. Maybe the fact that its public and there for anyone to read will make them pay attention.

Here, I'll do it for you:

Gateway, Gateway, Gateway Computers. Bad service, misinformation, poor customer service. Do not buy their product. Gateway does not honour warranty commitments but instead launches a campaign against the consumer resulting in alcoholism and commitment to an asylum for the consumeraly insance.

There that should get the search engines going.

Although I have to give them credit for the crackling line. I think that's a nice touch. A little panache in the horror story.

*crackle* Do you know where your video card is? *crackle* Mwah, hah, hah hah! *click*

colleen4 said...

If I get a nasty letter from some Fateway lawyer, I'm blaming you.

tentativeequinox said...

Truth is still a defence against a slander lawsuit.

And I've actually seen one instance at least where someone posted the name of the company they were having difficulty with and the company found that blog post and sorted out the problem.

Let me see if I can find it.

Ah yes, here it is. You'll have to copy and paste because I can't remember how to make it a hot link and for the love of God, I need to write another 3,000 words today and these don't count.

http://rogueink.wordpress.com/2008/08/17/customer-service-its-existence-is-a-very-very-good-idea/

Oh, and PS, I meant insane not insance in my last comment. Insane I might be, but insance I am most assuredly not, and neither, I wager, are you.

colleen4 said...

That's hilarious! I really don't think that Gateway (there...you made me say it) staff are resourceful enough to find out that I'm dissing them on my little blog.

Heather Stilwell said...

They are probably spending their days searching for dissing blogs - they're certainly not doing any work!