On July 4, 2001, I ordered a Gateway computer for $1880.00, not including tax or delivery fee. I was supposed to receive a coupon for Microsoft XP to be redeemed when it came on the market. I never received a coupon and called my sales associate who said I could expect it in the mail. Having not received the coupon by this date, March 13, 2002, I called Gateway to find out where it was and was told by David of their management response team that it had been shrink-wrapped with my computer and that the redemption date had passed. When I told him that I had all the original documentation and had never received the coupon, he simply reiterated that it had been shrink-wrapped with my computer and that they couldn't do anything for me. He didn't even offer to refund the $15 which I paid for the coupon.

This is not the first time Gateway has refused to acknowledge an error. After purchasing my computer, I took advantage of their offer of free installation and a free cable modem if I signed up for AT&T broadband high-speed cable internet service. While at the Gateway store, I scheduled installation with AT&T and my sales associate ordered the cable modem. When I didn't receive it by the date of installation, I called Gateway and another member of their management response team told me that they were waiting for AT&T to verify that the service was available. I said, "Are you telling me that it is AT&T's fault that I haven't received the modem?" and this individual said "Yes". I then called AT&T and reported what the Gateway rep had claimed. The AT&T rep arranged a conference call and told the Gateway rep that the very fact that AT&T had made an installation appointment demonstrated that service was available. My complaint was bumped up to a supervisor who finally authorized the release of my modem two days after that call.

I chose a Gateway computer because I had a store nearby and was impressed by their knowledgeable personnel. About two months after I purchased my computer, the store closed. Now the closest one is 20 miles away. Since the hardware is competitive among major manufacturers, I suggest buying on price. If I were in the market today, I would probably opt for HP or IBM because of their reputation for consumer support.

Recommended: No

Amount Paid (US$): 2117
Operating System: Windows
Processor: AMD Athlon (K7)
Processor speed: over 1000
RAM: 256
Internal Storage: CD-RW
Hard Drive (GB): 31-40