Gateway Computers, HSN Shopping Network both totally unresponsive in resolving multiple failures of my computer unit Gateway Computers, HSN Shopping Network Internet
I purchased my Gateway computer in December of 2005. Problems began when they dated my purchase as of the date they shipped, three months later.
When the unit failed after less than one month, they refused to resolve my problem because they acknowledged they didn't know how.
Mysteriously the problem resolved itself.
However, the unit failed after the one year, so called warranty. Both HSN and Gateway put me off to "Barrister" the company I purchased an "extended service plan" from HSN.
After much hassel, having to make multiple calls to Barrister, the issue appeared to be resolved.
Once again, in October of 2006 the Gateway totally failed. HSN again refused to participate in a solution, referring me to Barrister.
It is now January of 2007. Nothing that Barrister has promised has gone as they claimed.
They first misdiagnosed the problem, THEN they sent a bad part, and told the local technician to install it anyway.
Now they want me to send it back to them for repairs. They said they would email a shipping label. It was never done. They then said they would put a label in the US Mail.
That was 15 days ago. It still has not arrived.
Out of two years I've owned this Gateway computer, it has been useable approximately six months.
Nicholas
Hilo, Hawaii
U.S.A.
2 Updates & Rebuttals
Mark
Sioux Citu,Iowa,
U.S.A.
Gateway warranty
#3UPDATE Employee
Sun, March 25, 2007
Most people are not told how the warranty works, if you do not buy directly your warranty is a 1 year retail support parts,labor, tech support.
the reason Gateway did not fix the PC is because you prchased the pc from a retailer and purchased their warranty.
i understand the pc is fairly new and should not have probs but that is what the warranty is for, also next time you buy; a pc Gateway or not, go directly through the manufacture not the 3rd party company.
Wilson
Walnut Creek,California,
U.S.A.
What were computer problems? Hardware/Software?
#3Consumer Comment
Fri, January 26, 2007
I find it interesting when I read complaints from owners of Dell or Gateway computers who state they have had problems with their computers for months and they found no resolution with HSN.Com, QVC.com, Dell Computers or Gateway Computers, but the authors many times do not state what are the problems, i.e., bad monitor, bad DVD drive, etc.
Furthermore, HSN and QVC are the retailers not the computer manufacturers. HSN and QVC are and should not be responsible for hardware failures after their 30-day return period. If there are hardware failures after the HSN or QVC 30-day return policy, then the customer needs to contact the contracted provider of the extended hardware protection or contact Dell or Gateway if they did not purchase the extended protection, provided they registered their purchased equipment. The retailers and computer manufacturers cannot be responsible for users who corrupt their Windows operating systems due to improper software installation (always close all programs before installing certain new sofware)or get infected with viruses by clicking unwelcomed file email attachments.
I am not defending bad customer service on the part of retailers or computer manufacturers, I am trying to state that due to the complexity of computer hardware, operating systems and software, anything can and does go wrong. Note, the author of the complaint states: "Mysteriously the problem resolved itself."
I have had my Gateway PC system, purchased from HSN since October 2004, and I have not encountered any hardware problems. If I screw-up the Windows XP operating system really badly, I can always run the Restore DVD which was supplied with the PC. The Restore DVD would restore my PC back to its original factory state before I loaded any of my own software. Of course, I would backup my data before I run the Restore DVD.