Tuesday, November 18, 2008

GATEWAY = #*^%@*!

Last post, I wrote about a little problem I was having with GATEWAY aka ACER computer company. Yes....GATEWAY.

No, I didn't swear at any of the GATEWAY employees I spoke with today.

No, our old video card has not yet arrived in New York. UPS phoned this morning to let me know this, and the fact that they couldn't ship it to Ontario from New York. I interrupted the very nice man on the phone to tell him it didn't need to go to Ontario after all. It needed to go back to Texas and that GATEWAY was supposed to have dealt with this issue yesterday.

No, GATEWAY didn't.

I told the lovely UPS man that I would call him back.

Yes, I was on the phone for 2 hours with GATEWAY this morning.

Yes, my migraine is back.

No, there was no record of anything I went through with GATEWAY this past Friday. I went through the whole thing with yet another GATEWAY customer service representative because they couldn't possibly connect me with the person who told me so very rudely to stop questioning her and that my old video card needed to get sent to Texas, not Ontario, even though I had her badge number.

Yes, I did get transferred to someone that the GATEWAY employee assured me could rectify my problem.

No, she couldn't.

She put me on hold after I explained my issue with her. She came back on the line and told me......ok, you probably won't believe any of this story from this point on, but I assure you, I couldn't possibly make this up.

She told me that the video card needed to get sent to Ontario.


No, she wasn't. To which I replied, "Fine. When it gets to New York tomorrow, ship it to Ontario."

To which the GATEWAY employee replied, "It's the customer's responsibility to ship the part."

I have to edit the next part quite a bit because it involves me losing it a wee bit and then apologizing to the GATEWAY employee for getting mad at her, but it basically ends up with me respectfully requesting to speak with her supervisor.

No, GATEWAY didn't have a supervisor I could speak with. No, there was NO GATEWAY employee she could transfer me to. I told her I was not going to pay for the card to be shipped back to Canada, and then pay for it to get shipped from BC to Ontario. She told me then I wouldn't be getting the new video card. I said this was unacceptable. This was not my fault. I've spent how many hours on the phone over this, and I wanted to speak with someone higher up about this.

The GATEWAY employee told me I could write a letter to their office in Texas to request they reimburse me. I took down the address and hung up.

Back on the phone with UPS. The wonderful guy suggested I just go and buy a new video card because by the time I pay for shipping from New York to BC and then from BC to Ontario, I would be spending that much anyways. But here's the clincher. If I put in a part that doesn't come from GATEWAY, the computer warranty is null and void if we have future problems. And let's face it, I'm not letting GATEWAY win this one.

Yes, I got back on the phone with GATEWAY. I immediately asked to speak with a supervisor. And this particular GATEWAY employee seemed fairly horrified with my story (which of course, was not documented anywhere on our service account) and he transferred me to 'level 2'.

I was put on hold and an automated message came on telling me I would have approximately a 5 minute wait. I was on hold for 40 minutes.

Yes, I told the whole story over again. And ended it with, "When the package arrives in New York tomorrow, I want your company to ship it to Ontario."

Yes, the GATEWAY employee put me back on hold. He kept coming back on line every 10 minutes or so saying he was still working on the problem.

25 minutes later, he finally came back on the line and asked if he could call me back once he's figured out a solution to the problem.

So, here I sit. I'm taking bets. When do you think I'll hear back from GATEWAY? Do you think I WILL hear back from GATEWAY? Do you think they'll ship my new video card? Do you think GATEWAY aka ACER sucks? Do you think we will EVER buy another GATEWAY/ACER product? Do you think my migraine will ever leave????

I'm going to go join the 'GATEWAY SUCKS' group on Facebook.

No comments: