Gateway Admits That Complaint "Escalation" Really Means "Go Away For 3-5 Days"

Reader Alex writes:

My fiancee sent her computer in to Gateway 3 weeks ago for warranty repair. After repeatedly being told the computer would be repaired we have now been told it is still in the repair depot waiting for a part. Here’s the transcript of a chat we had with agent “Patrick” this morning. When he said he would escalate the issue, and we should check back in 3-5 business days, I asked if the escalation had any effect other than to make us stop bothering them for 3-5 business days… his response? “No.” When I asked him to connect me to someone who could solve the issue today, he ended the chat session.

01 Apr 2008 08:45:08 AMAlicia has been assigned to the Support queue.

01 Apr 2008 08:45:09 AMAlicia was added to the incident named Alicia by Patrick_GWER4786

01 Apr 2008 08:45:09 AMPatrick_GWER4786 created an incident named Alicia .

01 Apr 2008 08:45:14 AMPatrick_GWER4786 says: Thank you for contacting technical support. My name and badge number are Patrick_GWER4786. Please hold while I review your issue.

01 Apr 2008 08:45:39 AMAlicia says: ok

01 Apr 2008 08:46:46 AMPatrick_GWER4786 says: According to your submission and my data, the serial number for your Gateway system is [] and the model name is MT3423 notebook. Also, I can see your primary email address is [] and the limited warranty expiration date will expired on (3rd Quarter) 2008. Is this correct?

01 Apr 2008 08:47:02 AMAlicia says: Yes

01 Apr 2008 08:47:51 AMPatrick_GWER4786 says: Thank you for verifying your information. I see some opportunity here to enhance your computer experience. Lets resolve the issue first and then discuss these options.

01 Apr 2008 08:48:17 AMPatrick_GWER4786 says: I believe that you want to check the status of your PC that was send in for repair.

01 Apr 2008 08:48:35 AMAlicia says: Ok. I sent my computer in for warranty repairs and I want to get it back (repaired).

01 Apr 2008 08:48:52 AMAlicia says: 3 weeks ago

01 Apr 2008 08:49:07 AMPatrick_GWER4786 says: Please wait while I check our records.

01 Apr 2008 08:49:20 AMAlicia says: Ok.

01 Apr 2008 08:50:10 AMPatrick_GWER4786 says: I have check our records and it shows that your system is still in our repair depot.

01 Apr 2008 08:50:28 AMAlicia says: When is it going to be repaired and returned to me?

01 Apr 2008 08:50:48 AMPatrick_GWER4786 says: There are parts to be replace and they still waiting for the part to be delivered.

01 Apr 2008 08:50:48 AMAlicia says: Last week I was told that the part had arrived.

01 Apr 2008 08:51:06 AMAlicia says: Before that I was told it would take 10 days

01 Apr 2008 08:51:14 AMAlicia says: next week you will have had it for a month

01 Apr 2008 08:51:20 AMPatrick_GWER4786 says: Please chat us back with in 3 to 5 business days.

01 Apr 2008 08:51:21 AMAlicia says: and still tell me that it will take longer

01 Apr 2008 08:51:27 AMAlicia says: How many more months?

01 Apr 2008 08:51:30 AMPatrick_GWER4786 says: Im sorry for the inconvinience.

01 Apr 2008 08:51:38 AMAlicia says: well that’s not really helping

01 Apr 2008 08:52:06 AMAlicia says: I appreciate the fact that you’re sorry but it doesn’t change the fact that I have not had my computer for almost a month

01 Apr 2008 08:52:36 AMAlicia says: and it doesn’t change the fact that every step of the way I’ve been told it’s going to come back soon, and it hasn’t

01 Apr 2008 08:53:56 AMPatrick_GWER4786 says: We will escalate this issue and please chat us back within 3 to 5 business days.

01 Apr 2008 08:54:12 AMAlicia says: I was told that last time.

01 Apr 2008 08:54:22 AMAlicia says: What does it mean?

01 Apr 2008 08:54:44 AMAlicia says: Is there any effect of escalating other than to get rid of me for 3-5 business days?

01 Apr 2008 08:55:14 AMPatrick_GWER4786 says: No.

01 Apr 2008 08:55:53 AMPatrick_GWER4786 says: But that is how it goes we will have to wait.

01 Apr 2008 08:55:58 AMAlicia says: Can you please put me in touch with someone who can help resolve this today, either by committing to a repair timeframe or sending a replacement?

01 Apr 2008 08:57:14 AMPatrick_GWER4786 says: I will have to escalate this issue and you will have to chat us within 3 to 5 business days.

(chat ended here)

Ummm. Maybe it was a clever April Fool’s joke by Gateway? We tried to find some contact info for you at Gateway, but it seems that they’ve been purchased by Acer and no longer have a CEO to whom you can write.

For what it’s worth, here is a list of Acer executives. Their corporate email format is Maybe if you forward your chat to them, they can explain how they were just kidding around…

Anyone have better contact info?

For more information about how to learn to launch your own EECB, click here.

Want more consumer news? Visit our parent organization, Consumer Reports, for the latest on scams, recalls, and other consumer issues.