Re: Gateway warranty

[Danny Sauer <cloudmaster@cloudmaster.com>]

Gateway's service sucks.  Don't ever buy Gateway again.  That *is* 
standard for them - our parts usually took about a week or so to show 
up.  The service on the Dells that I've supported, OTOH, has been excellent.

--Danny, who used to support a college full of Gateway machines, and 
will consequently *never* own one himself

Dan Fleischer wrote:
> Wednesday or Thursday of last week we had a power outage in part of our
> building.  Some of the computers (the first one I noticed was a Gateway
> business PC) had problems coming back up, so I called Gateway for help. 
> The tech determined that the problem was a bad power supply and put
> through an order for a replacement, telling me that someone would visit
> me the next day as part of the 'next business day' warranty.
> 
> A few minutes later, while still on the phone, I found out that several
> other computers around the corner, some of which were not Gateway, were
> having the same problem.  It turns out that one of the three phases of
> power coming into our building went out and we were only getting 24VAC
> instead of 120VAC out of the outlets.  I let the phone tech know, and as
> soon as the power was fixed the PCs came up fine.  He canceled the order
> for the power supply and we went our merry ways.
> 
> Today I get a replacement power supply for a Gateway PC and determine
> from calling them that it was for the order that should have been
> canceled.  I then asked why, if it was a next business day warranty, did
> the part not come for over a week.  The customer service rep said that
> next business day applies to when the warehouse gets the order from
> customer service to send out a part - it could still take several days
> for the customer service department to process the initial order.
> 
> 'Next business day' seems to have a different meaning to Gateway than
> for the rest of the world.  Is my experience unique or is this SOP for
> them?
> 
> 


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