Re: Gateway warranty

[Benjamin Story <bstory@bullets.net>]

Not to start a flame war, but my company has had nothing but problems
with Dell support giving the run around instead of sending the parts
and a tech.  This generally makes NBD turn into next business week.
We've moved to compaq as a result and have been very happy, especially
with servers.

Ben 
On Mon, Mar 03, 2003 at 11:46:36AM -0600, Danny Sauer wrote:
> 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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Benjamin Story
 
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