The reader contacted her reseller, Tech for Less, which confirmed they were an authorized Gateway service center and that the system did come with the manufacturer's warranty. "A Tech for Less rep attempted to resolve the issue with Gateway," the reader wrote. "Tech for Less has agreed to service the computer and honor the warranty, as one of Gateway's authorized service centers, if I can get it back from Gateway. The Gateway rep refused to send the unit to Tech for Less to be serviced."
The only consistent response to the reader's continuing calls to eMachines and Gateway is the statement that "I see some opportunity here to enhance your computer experience." In other words, they want to convert the support call into a sales opportunity, when the only real way to enhance her computer experience would be to fix her computer and send it back.
All the reader's attempts to communicate with Gateway now just end in promises to look into the situation and to call back. "They don't call back -- it is this endless cycle. At this point, they have had the computer for over two months and the customer service reps and corporate relations managers are unable to solve the problem. My letter to the Vice President of Customer Service has gone unanswered. Calling the corporate offices send me into this indefinite cycle of holding and being transferred to someone else. The whole thing is borderline criminal."
Well, this is one more way for the reader to try to communicate with Gateway, and let's hope that someone there decides to take that service number and do something. Even just finding the system and sending it back so she can get it to her reseller would be a big help. When you're stuck with a lemon, it's just not fair if the people who are supposed to be fixing it can't even find it.
Do we need a lemon law for computers? Let's hear what you think. Leave me a message in the Gripe Line voice mail at 1 888 875-7916 or write me at Foster@gripe2ed.com.
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