Then get the runaround when you write to
tech support online in hopes of getting a fair deal.
They help you to get your hopes up and
then they stomp you into the ground.
Note: this page is being created on
11/13/2007 November 13, 2007
Sent: Sunday, November 11, 2007 8:53 AM
Subject: Gateway Technical Support Questions AA3
(KMM25241520V89195L0KM)
Hello xxx,
This is a computer-generated response confirming that your e-mail
request has been received by Gateway. There is no need to respond to
this message. All inquiries are processed in the order they are
received. A technician will review the message you have sent to
Gateway
and respond accordingly.
In the future, if you have other questions unrelated to this
particular
one, please complete the appropriate form located at
http://support.gateway.com/support/ask_gateway.asp.
Upon submitting the form, a new Tracking ID pertaining to your new
issue
will be provided to you.
We ask that you do not send multiple e-mail messages (with the same
question) before you have received a response, as this can cause
confusion and possibly delay your answer.
When replying back to Gateway, please leave the subject line
unaltered.
We thank you for your inquiry.
Online Customer Support Team
Gateway
|
Left is their response to message posted
online at Gateway rest of correspondence follows
theirs on left - mine on right |
Sent: Sunday, November 11, 2007 11:18 AM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25241763V96734L0KM)
************************************************************************
Hello xxx,
Thank you for your e-mail. If the monitor has no video, this happens
if
the monitor is defective or the cables are loose. I recommend that
you
check the monitor cables and verify if everything is seated properly.
I
also recommend that you hook up the monitor to other system to isolate
the issue.
In addition, I can register your system for you. Please confirm the
following information. This would allow me to look up the records so
I
can further assist you.
Personal Information
Home Phone:
Monitor Information:
Model Number:
Serial Number: (13-digit alphanumeric serial number)
Purchase Date:
Purchase Location:
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Monday, November 12, 2007 10:18 AM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25241763V96734L0KM)
I have had computers for many years. The monitor was hooked up
correctly
and just stopped working - we brought it to the repair dept. of Best
Buy
where they hooked it up to another system and it would NOT start.
603-863-4408
FPD 2185W TFT LCD MONITOR
MPV63 50N 22245 - SERIAL NUMBER
7/15/06
CIRCUIT CITY - CONCORD, NH O3301
|
Sent: Monday, November 12, 2007 1:10 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25245577V90982L0KM)
**********************************************************************
Hello xxx,
Thank you for your reply. If hooking up the monitor to another system
and still it will not power on, then your monitor needs to be
replaced.
However, for us to determine if your monitor is entitled for a
replacement, we need to verify its Proof of Purchase.
You can send the POP (Proof of Purchase) to Gateway at 801-907-3611.
Send the fax to the attention: Warranty Verification.
NOTE: A credit card statement is not an acceptable proof of purchase.
Please include the following along with the POP:
1. Name
2. Phone number
3. Address
4. Serial number
5. A short statement that the fax is for proof of purchase.
All information should be typed or written in black or blue ink. This
fax goes to a specific team who will research the situation and amend
the warranty date.
You will be contacted in 24-48 hours by a representative.
I have documented this correspondence under Case Number 205047267 to
keep a record of your contact with us. You may use this for future
reference with this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Monday, November 12, 2007 1:36 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25245577V90982L0KM)
Thank you for your reply
"A credit card statement is not an acceptable proof of purchase."
What is acceptable POP then?
What do I do if I do not have a fax?
|
Sent: Monday, November 12, 2007 2:43 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25245942V96571L0KM)
**********************************************************************
Hello xxx,
Thank you for your reply. The receipt when you purchase the monitor
is
a valid Proof of Purchase. In this case, you will need to contact the
retail store where you purchase it to obtain a copy of the official
receipt.
I have documented this correspondence under Case Number 205047267 to
keep a record of your contact with us. You may use this for future
reference with this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Tuesday, November 13, 2007 12:53 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25245942V96571L0KM)
I do not have the option to send a fax on my PC
is there somewhere that I can email this info?
or snail mail it?
|
Sent: Tuesday, November 13, 2007 3:10 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25250579V84604L0KM)
**********************************************************************
Hello xxx,
Thank you for your reply. You can send as a snap shot of your receipt
to verify the valid Proof of Purchase for your monitor.
I hope that the above information is useful.
I have documented this correspondence in Case Number 205047267 in our
contact tracking database. Please use this number in the future if
you
need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Tuesday, November 13, 2007 4:01 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25250579V84604L0KM)
Thank you for your reply
do you mean in email?
do I send here or is there a different address?
|
Sent: Tuesday, November 13, 2007 4:21 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25250939V88865L0KM)
**********************************************************************
Hello xxx,
Thank you for your reply. You can attached the snap shot of your
valid
Proof of Purchase to send it here.
I hope that the above information is helpful.
I have documented this correspondence in Case Number 205047267 in our
contact tracking database. Please use this number in the future if
you
need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Tuesday, November 13, 2007 6:56 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25250939V88865L0KM)
thank you
(file attached)
|
Sent: Tuesday, November 13, 2007 7:35 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25251712V528L0KM)
**********************************************************************
Hello xxx,
Thank you for your reply. I have checked the proof of purchase you
have
provided and it appears that it is already out of warranty. What I
can
recommend is to consult your nearest and trusted repair center to
further diagnose the monitor as they could provide series of tests to
exhaust this issue.
For more information on replacement monitor or to place your order,
please contact a Gateway Sales Consultant at the link below.
https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp??id=32705118
Simply click the link above to contact a Gateway Consultant. If you
are
unable to click the link follow these steps to copy and paste the
link.
1. Highlight the entire link starting with http:
2. Right click on the highlighted text
3. Select copy from the menu
4. Right click on the location field in your browser
5. Select Paste from the menu
6. Press Enter
Consultants are available everyday between 5:00 a.m. CST and 2:00 a.m.
CST.
I have documented this correspondence in Case Number 205047267 in our
contact tracking database. Please use this number in the future if
you
need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Tuesday, November 13, 2007 7:50 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25251712V528L0KM)
this is what I received from another tech
PLEASE NOTE this part (since the monitor is only 1 year 3 months old)
" This fax goes to a specific team who will research the situation and
amend
the warranty date."
xxx
"Hello xxx,
Thank you for your reply. If hooking up the monitor to another system
and still it will not power on, then your monitor needs to be
replaced.
However, for us to determine if your monitor is entitled for a
replacement, we need to verify its Proof of Purchase.
You can send the POP (Proof of Purchase) to Gateway at 801-907-3611.
Send the fax to the attention: Warranty Verification.
NOTE: A credit card statement is not an acceptable proof of purchase.
Please include the following along with the POP:
1. Name
2. Phone number
3. Address
4. Serial number
5. A short statement that the fax is for proof of purchase.
All information should be typed or written in black or blue ink. This
fax goes to a specific team who will research the situation and amend
the warranty date.
You will be contacted in 24-48 hours by a representative.
I have documented this correspondence under Case Number 205047267 to
keep a record of your contact with us. You may use this for future
reference with this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
xxx
Badge xxxxxxxx"
|
----- Original Message -----
To: "" <>
Sent: Tuesday, November 13, 2007 9:13 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25252079V6360L0KM)
Hello xxx,
Thank you for your e-mail. If the monitor is more than a year old, it
is already out of warranty. At this point, what I can best recommend
you is to bring the monitor into the nearest local repair shop for
repairs.
I have documented this correspondence under Case Number 205047267 to
keep a record of your contact with us. You may use this for future
reference with this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Tuesday, November 13, 2007 9:28 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25252079V6360L0KM)
Then WHY did xxx Badge xxxxxxxx send me mail that the warranty
could be
amended???
I will NEVER buy another Gateway product again - I have an old
Samsung LCD
monitor that is still going strong and I surely wish I had stayed with
that
brand now after this rotten deal.
This product was NEVER abused and had various safety features used to
protect if from overloads, power surges, etc.
I saved for a long time and researched many monitors before deciding
on this
one - I do not have a lot of money - your company is very unfriendly
as far
as I am concerned and your product is NO GOOD if it cannot last over a
year
and 3 mos.
AND as far as repairing this piece of crap goes Best Buy (where we
took it
to see if it could be repaired) already told us that it would cost
more to
repair than it was worth since apparently the systems board or
whatever is
burned out.
WONDERFUL PRODUCT YOU GOT THERE!
I will reply to a lot more than you all about this crummy deal
|
----- Original Message -----
To: "" <>
Sent: Tuesday, November 13, 2007 10:44 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25252386V11817L0KM)
Hello xxx,
Thank you for your e-mail. The warranty will be amended if the system
was indeed in warranty. A proof of Purchase was requested to
determine
if the monitor was indeed purchased on 11/15/2007 which was declared
on
the submission form when you requested for support. Moreover, the
purchase date that you provided on the submission form (11/15/2007)
has
a significant gap with the release date of the product. In any case,
the warranty status will be modified once proven that it is within the
1
year limited warranty.
However, based from your statement and the Proof of Purchase you
provided the system is more than a year old, making it out of
warranty.
I have documented this correspondence under Case Number 205047267 to
keep a record of your contact with us. You may use this for future
reference with this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
Otto
Badge G------9 |
----- Original Message -----
From: "" <>
Sent: Tuesday, November 13, 2007 11:34 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25252386V11817L0KM)
you are totally full of crap
why would I tell you I bought the monitor on 11/15/07 when I contacted
you
about originally it on 11/11/07 and TODAY is 11/13/07???
Are you on drugs???
THIS is what I wrote
"We brought it to Best Buy for testing and they said the "systems
board?" is
probably fried and that it would cost more to fix than it was worth -
this
monitor is 1 year 3 months old! JUST out of warranty. I saved for
quite a
while for a new widescreen monitor - I researched for a long time
before
choosing this monitor. I have a Samsung LCD that is many years old
and
still going strong but I wanted a bigger monitor - I am NOT impressed
with
Gateway and will NEVER buy another of your products after my
experience with
this one"
AND WHY would the warranty NEED to be amended IF it was still under
warranty??
Do you think I am stupid???
BIG deal if it is over a year old RIGHT??? and NOT working!!!???
Something you pay $450.00 for should work for longer than 1 year and
3+months.
GATEWAY - Pay $450.00 for a monitor that lasts 15 months
http://www.witchywoman333.com/gateway_monitors.htm
|
----- Original Message -----
To: "" <>
Sent: Tuesday, November 13, 2007 11:58 PM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25252635V16277L0KM)
Hello xxx,
Thank you for your e-mail. Our database shows that the system is out
of
warranty. Once the warranty is proven to be valid through the Proof
of
Purchase we will amend it to honor the warranty.
You may check the information that you have submitted when you
originally ask for assistance to verify the purchase date declared.
We can only act as to what our company policy may allow us. Since it
is
out of warranty we cannot provide the assistance you need.
I have documented this correspondence under Case Number 205047267 to
keep a record of your contact with us. You may use this for future
reference with this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
Otto
Badge G------9
|
----- Original Message -----
From: "" <>
Sent: Wednesday, November 14, 2007 12:05 AM
Subject: Re: Gateway Technical Support Questions AA3
(KMM25252635V16277L0KM)
ALRIGHT
today is November 13, 2007 - 11/13/07 can you NOT SEE that in your
reply???
YOU SHOW me where I said I bought a monitor (11/15/07) which is two
days
FROM now!!!!
it was purchased 7/15/06
I said in my mail it was out of warranty by three months!!!!
and that a product that you pay $450.00 for should last more than 1
year and
3 months!
I should be contacting the better business bureau JUST BECAUSE of your
idiot
attitude here!
|
----- Original Message -----
To: "" <>
Sent: Wednesday, November 14, 2007 9:36 AM
Subject: Re: Gateway General Customer Service Questions AA3
(KMM25253453V50939L0KM)
**********************************************************************
Hello xxx,
I apologize for the inconvenience this has caused.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
I nderstand that your monitor died. Please be informed that your
monitor
is already out warranty the reason we cannot make a service repair for
it.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Wednesday, November 14, 2007 9:47 AM
Subject: Re: Gateway General Customer Service Questions AA3
(KMM25253453V50939L0KM)
Yeah big help
What happened to Russel who told me to send in the proof of purchase
to have
the warranty amended???
I have read all about this piece of junk all over the internet in the
last
two days - IF I had known this when I bought it would never had bought
Gateway. .
Many, many people had the same problems with it not turning on or off
and
having to unplug it and plug it back in to get it to work again but I
must be
the only one that had the piece of junk die as soon as it was out of
warranty???
And I have read that the actual screen is by Samsung but the circuit
board,
which is what Best Buy told me is the cause of it NOT WORKING AT ALL
ANY
MORE, is by who knows??? So is not worth fixing.
I am NOT rich - I saved for this piece of junk.
Best Buy actually told me to sell the screen on eBay to try to recoup
some
of my loss.
I have a Samsung LCD it is old but it still works - sorry I strayed to
your
bigger but worthless monitor.
|
----- Original Message -----
To: "" <>
Sent: Wednesday, November 14, 2007 11:30 AM
Subject: Re: Gateway General Customer Service Questions AA3
(KMM25254010V57758L0KM)
**********************************************************************
Hello xxx,
I apologize for the inconvenience this has caused.
In as much I want to process a replacement for your monitor, however,
I
have check your records and it shows that your monitor is already out
of
warranty.
To fully address the issue on your monitor, I recommend that you
contact
the nearest computer repair shop.
I hope that the above information is helpful.
I have documented this correspondence in Case Number 205047267 in our
contact tracking database. Please use this number in the future if
you
need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
|
----- Original Message -----
From: "" <>
Sent: Wednesday, November 14, 2007 11:40 AM
Subject: Re: Gateway General Customer Service Questions AA3
(KMM25254010V57758L0KM)
WHY was I told by
Russel
Badge GWEL5120
TO do this then if it was all for nothing???:
"Please include the following along with the POP:
1. Name
2. Phone number
3. Address
4. Serial number
5. A short statement that the fax is for proof of purchase.
All information should be typed or written in black or blue ink. This
fax goes to a specific team who will research the situation and amend
the warranty date.
You will be contacted in 24-48 hours by a representative."
I do not have a fax so someone told me to email the image and then you
all
blew me off
I DO NOT HAVE A FAX - so someone told me to email the image and then
the
bit
with OTTO insisting that I stated that I bought it on 11/15/07 started
and
this was on 11/13/07!!!
I do not appreciate being called a liar by someone who does not even
know
WHAT DAY IT IS!
I stated from the very start of all this mess that it was 3 months out
of
warranty and it was ridiculous to have a product that cost a few
hundred NOT
last even a year and a half!!!
MOST monitors have a longer warranty than that - I am so sorry that I
dealt
with your nasty company at all
DO NOT bother giving me any more run around
I have had quite enough
|
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