- Report: #176471
Complaint Review: Gateway Computers - Irvine California
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Gateway Computers
http://www.gateway.com Irvine, California, U.S.A.
Phone:
800-888-2075
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Gateway Computers Overdrafted my bank account after order was cancelled and refuses to pay for it Irvine California
Ordered the notebook on Jan 26th
Jan 26 discovered the notebook specs were sub par to what i ordered in the confirmation email. The gateway rep who took my order was Maulder.Rach or something. I ordered a notebook with these exact specs: 1.7 gig processor, 1 gig of ram, dvd burner, 128 meg dedicated video card and so on.
The confirmation email with the specs, listed the video card as a 64 meg. Thats a big difference when playing high end games.
I done a live chat session with gateway to resolve this issue. We didnt have a phone on at the time either and i forgot to record the live chat at this time. They stated that they could not fix the problem cause it would cost me 200 $ extra. I said NO and asked for my options at this point and they said "your only choice is to cancel the order." I said to cancel it and they agreed....
I fired off an email to them upset that i had to cancel my order and asked why they wouldnt fix it. The response i got was that they couldnt fix the problem and my account was put on HOLD and not cancelled!! At this point they already had my money $1,336.34.
They offered me a new system and i decided to take it.....under protest. I kept asking them why they didnt cancel my order they they wouldnt answer me at all.
I attempted to get another confirmation email from them on the new system and they refused several times. They also were being secretive about the price for a while. It actually turned out to be cheaper than the other computer. $1295.95
At about tis time the money gateway took from our account lands back into our account.
I called gateway and asked them why it came back into my account and they said it shouldnt have but if it is there dont worry about it. I didnt feel good about that cause i wanted my computer.
Some time passes and its just before the computer has shipped. I call gateway and im wondering why the computer hasnt already shipped cause its been ordered for a while now and im due to recieve it on the 13th of jan. They said it could get held up in customs for 2 weeks and the Chinese are having a holiday. They also said to me that it wasnt due to be shipped until the 13th. I didnt like what i was hearing here....
Our family talked about it and decided to cancel our order with gateway. This was done by phone on the 6th or 7th. They said no problem. On the 8th we located a new computer from Newegg.com. I called gateway again to make sure it was cancelled and if i bought this other pc theywould not try to charge me for it. I was assured the order was cancelled.
On the 8th we order the new notebook fom newegg.com. Shortly after gateway ships our cancelled order.
On the 14th on Feb we find out that our account was overdrafted by gateway. They would not cancel the order and they actually never did...not one time i asked them to.
I called them and spend 13 hours on the 14th into the 15th on the phone with them. I was dumped from supervisor to supervisor and from dept to dept. They refuse to do anything except refund the initial purchase price. They refuse to take care of the overdraft charges. All we asked was for a full refund and for them to take care of the overdraft charges...
I was told many thing during this time by many supervisors. Here are the post -it note i wrote and the persons badge number.
===============
Michelle #mc159 refered me to escalations in the consumer refunds department.
AMY #ks929 TRied really hard to help us and was also saying that gateway was wrong. I was trying to be transfered to another higher supervisor and no one would take my call. I asked her if what her company was doing to me was wrong and she said "yes", i told her i recorded that and i apologized. I didnt really record her.......But she got upset and within minutes i had another super on the phone.
KRAMER #kt252 Promised a refund once the package returns from fedex. Pomised overdraft charges would be taken care of if i could produce a call log from 'their' company. I slammed the phone against the wall in anger which ended the call.
Even #kt407 tried to defer me to another department
#ks963 (couldnt understand his name but got his number) promised EVERYTHING would be taken care of within 7 to 10 days. I asked even the overdraft charges and he said yes. I then said no one else is willing to help but you can fix this just like that? and he said yes. He puts me on hold and says sorry i cant help you.
Amanda #ks660 listened to my problem and refused to help at all. After a while another supervisor voice comes across the phone with an attitude.
Linda Mcqueary #ks172 was the nasty woman i spoke with last. It was a shouting contest really with her hanging up on me.
==============================
thank you again for your help.
Eric
West portsmouth, Ohio
U.S.A.
Click here to read other Rip Off Reports on Gateway
Click here to read about the finance company for Gateway Computers
Jan 26 discovered the notebook specs were sub par to what i ordered in the confirmation email. The gateway rep who took my order was Maulder.Rach or something. I ordered a notebook with these exact specs: 1.7 gig processor, 1 gig of ram, dvd burner, 128 meg dedicated video card and so on.
The confirmation email with the specs, listed the video card as a 64 meg. Thats a big difference when playing high end games.
I done a live chat session with gateway to resolve this issue. We didnt have a phone on at the time either and i forgot to record the live chat at this time. They stated that they could not fix the problem cause it would cost me 200 $ extra. I said NO and asked for my options at this point and they said "your only choice is to cancel the order." I said to cancel it and they agreed....
I fired off an email to them upset that i had to cancel my order and asked why they wouldnt fix it. The response i got was that they couldnt fix the problem and my account was put on HOLD and not cancelled!! At this point they already had my money $1,336.34.
They offered me a new system and i decided to take it.....under protest. I kept asking them why they didnt cancel my order they they wouldnt answer me at all.
I attempted to get another confirmation email from them on the new system and they refused several times. They also were being secretive about the price for a while. It actually turned out to be cheaper than the other computer. $1295.95
At about tis time the money gateway took from our account lands back into our account.
I called gateway and asked them why it came back into my account and they said it shouldnt have but if it is there dont worry about it. I didnt feel good about that cause i wanted my computer.
Some time passes and its just before the computer has shipped. I call gateway and im wondering why the computer hasnt already shipped cause its been ordered for a while now and im due to recieve it on the 13th of jan. They said it could get held up in customs for 2 weeks and the Chinese are having a holiday. They also said to me that it wasnt due to be shipped until the 13th. I didnt like what i was hearing here....
Our family talked about it and decided to cancel our order with gateway. This was done by phone on the 6th or 7th. They said no problem. On the 8th we located a new computer from Newegg.com. I called gateway again to make sure it was cancelled and if i bought this other pc theywould not try to charge me for it. I was assured the order was cancelled.
On the 8th we order the new notebook fom newegg.com. Shortly after gateway ships our cancelled order.
On the 14th on Feb we find out that our account was overdrafted by gateway. They would not cancel the order and they actually never did...not one time i asked them to.
I called them and spend 13 hours on the 14th into the 15th on the phone with them. I was dumped from supervisor to supervisor and from dept to dept. They refuse to do anything except refund the initial purchase price. They refuse to take care of the overdraft charges. All we asked was for a full refund and for them to take care of the overdraft charges...
I was told many thing during this time by many supervisors. Here are the post -it note i wrote and the persons badge number.
===============
Michelle #mc159 refered me to escalations in the consumer refunds department.
AMY #ks929 TRied really hard to help us and was also saying that gateway was wrong. I was trying to be transfered to another higher supervisor and no one would take my call. I asked her if what her company was doing to me was wrong and she said "yes", i told her i recorded that and i apologized. I didnt really record her.......But she got upset and within minutes i had another super on the phone.
KRAMER #kt252 Promised a refund once the package returns from fedex. Pomised overdraft charges would be taken care of if i could produce a call log from 'their' company. I slammed the phone against the wall in anger which ended the call.
Even #kt407 tried to defer me to another department
#ks963 (couldnt understand his name but got his number) promised EVERYTHING would be taken care of within 7 to 10 days. I asked even the overdraft charges and he said yes. I then said no one else is willing to help but you can fix this just like that? and he said yes. He puts me on hold and says sorry i cant help you.
Amanda #ks660 listened to my problem and refused to help at all. After a while another supervisor voice comes across the phone with an attitude.
Linda Mcqueary #ks172 was the nasty woman i spoke with last. It was a shouting contest really with her hanging up on me.
==============================
thank you again for your help.
Eric
West portsmouth, Ohio
U.S.A.
Click here to read other Rip Off Reports on Gateway
Click here to read about the finance company for Gateway Computers
