Poor Quality -- Worse Customer Service
Written: Feb 02 '06
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Pros: Can't tell, the machine doesn't work!
Cons: Poor Quality
Terrible Customer Service
The Bottom Line: Avoid GATEWAY like the plague. Their customer service is the worst that I have seen in the industry.
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| emforch's Full Review: Gateway NX850X PC Notebook |
I purchased a GATEWAY NX850X Laptop in Nov 2005. As of Feb 2nd, 2006 it still doesn't work. I received the laptop in late Nov, and almost immediately, the machine started to sporadically reboot without warning (machine goes blank, then starts the boot cycle). I called customer service only to discover that there is no toll-free number. Then I discover that the technicians speak only marginal english and seem to understand less about computers than the average high school student. I was told that the problem was software, and that I should reinstall my OS from the recovery disks. Unfortunately, the machine wouldn't remain running long enough to let the OS installation to finish. I sent the machine in for service (on my own dime) only to have it returned with a new OS and the same exact problem! I called GATEWAY service again, spoke with a manager to explain my shock that they didn't even attempt to solve the problem. The manager told me it was my fault for not explaining the problem sufficiently and that I needed to send the computer back again (on my own dime) for further repairs. This time I attached a letter explaining the problem and requesting that the machine be held until the problem could be replicated and fixed. When I finally received my laptop back, the QA form indicated that they had replicated the problem and had replaced the motherboard. Unfortunately, the problem was still present! I called yet again, and asked to have a new machine sent to my home. I was told that no one there was authorized to do this, but they would put in a request and would call be back within 5 business days (yikes! five business days for just the approval!). After 5 business days and no call back, I called GATEWAY again and was told that my request was rejected and that I would need to take the machine apart and re-seat all of the components before they could put in another request. At this point, I have no idea if I will ever get a working machine from GATEWAY, but hopefully others will read this before buying from them and avoid hours of frustration and months of delays.
Recommended:
No
Amount Paid (US$): 3000
Operating System: Windows
Processor: Other
Processor speed: over 1000
Screen Size: Greater than 15 inches
RAM: More than 256
Internal Storage: CD-RW
Hard Drive (GB): Over 50
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Epinions.com ID:
emforch
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Reviews written: 1
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