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 firstname_lastname@acer.com. Maybe if you forward your chat to them, they can explain how they were just kidding around…

Anyone have better contact info?

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