Advice on Complaint Letter

[Janice]

My last three computers have been Gateway, and I've liked their products. I started having various problems with my last one. A tech support person tried helping me, with the System Restore disc that came with the computer. Finally, he told me that I needed something different, a series of discs, to reinstall. He was nice. and said that all I would have to pay for is $20 S&H for these discs.

Instead of different discs, I received the exact same System Restore disc that I already had. A simple error, or so one would think. I called their tech support place in Utah again. I explained my problem to a new guy, and stated that I would like the correct discs mailed or my $20 refunded. He refused, and was very nasty. I finally told him that I was going to buy a new computer, and that I'd never buy another Gateway again. He told me, "Do what you want." He wouldn't budge an inch. He was crazy. My God, he was a brick wall.

I asked to speak to his supervisor, and he told me that they were "all managers" there.

I went ahead and bought a Compaq Presario, and so far, so good. It's still bugging me, three weeks later, the horrible way I was treated. I've written a letter stating what happened. In the letter, I'm enclosing a copy of the receipt for my new Compaq computer. I write a good letter. I stated that I planned to buy Gateway computers, most likely forever, but I never will again. I suggested to check their records, and gave them the dates of my Gateway purchases. I also gave the name of the rude person.

Sorry, didn't mean for this to be so long. Their headquarters is located in California. I need to get the name of the right person to read my letter. As nasty as this jerk in Utah was, and was he ever, I don't want to get someone in trouble. He was so bad I that I actually asked him to please tape the call, lol. I told him that nobody would believe what was happening.

Any suggestions? Should I send a copy of the letter to the rude guy, or will that give him time to do damage/spin control? Should I even bother? I already wrote the letter and copied the receipt.

Thanks.

[TripperFan]

I had the same problem with GM a couple of years ago. Got ripped off badly at one of their Pontiac dealerships. The service manager ended up screaming AT ME by the time we were finished on the phone. I looked up the execs at GM (Canada) on the their website and wrote a letter to the VP of After Sale Service and one other VP (can't remember which now though) and cc'd the owner of the dealership (she wouldn't take or return my phone calls).

Unfortunately I ended up getting nowhere with them - not one response but in the letter I told them how my family had been lifelong GM buyers and how we'd never buy another GM product in our life. Also, I put a big orange sign on the back of my car advertising that it might break down any minute due to the Topgun Mechanics at (and put the dealership's name). I also told them how I'd make sure everyone I spoke to would know the story and how bad GM was (which I did). Mention that you're on a large internet forum and will make sure everyone knows about your experience with Gateway.

Frankly I hate Gateway - they're crap. A company I used to work for used them and they constantly froze. Thankfully they went to Dell after that (never have had an issue with Dell). Compaq's are pretty good too so hopefully your woes are overwith.

But I know how maddening it can be when the company could care less.

Hang in there and good luck. You'd think for a lousy $20 (I know what you mean - it's the principle) they wouldn't risk losing a customer.

[bingbangbaby]

I think what you are doing is fine. It sounds like though, the way you are sending the letter and the receipts might not motivate them to take much action for you because you are pretty much simply informing them that they have lost you as a customer and there's nothing more they can do about it. You might be more satisfied with the outcome if you give them a chance to do something about it or make them think there's a possibility that they might change your mind (even if there isn't), and they may even give you something more than you expected. If you have the time to make some quick changes I would say in your letter that you did have a good experience with someone else (his name if you know it) and that at this point you're ready to never return to Gateway unless they make this right or you're given whatever-- add here whatever it is you want, even if it's just an apology. And I would definitely let them know that you are not just a part of, but a leader on a large and very active internet community (I wouldn't say "forum") and that you certainly will be letting everyone there know the outcome of this problem and how their company handled it, good or bad, and let them know you hope they value your business as well as your word-of-mouth potential enough to handle this professionally. That lets them know you've already brought it up to a lot of people and it's up to them to decide what you're going to say next about their company. Even if you don't ever intend to go back to Gateway anyway, that gives them a reason to do something besides toss your letter in the trash as a lost cause.
I wouldn't send the letter to the rude guy and I wouldn't worry about getting him in trouble. He needs to experience accountability for that incident, even if it was the only one like that (which I doubt). I like to go to the top...I usually send my letters to the name of the highest ranking person I can find...that way you aren't messing around with people who don't have the power to give you a satisfactory outcome to begin with.

[catlover79]

Sounds great, Janice. Just stick to your guns!!

[HuntingtonM15]

Originally Posted by catlover79

Sounds great, Janice. Just stick to your guns!!

I agree, you should definitely send the letter. As rude as he was to you, he deserves to be reprimanded in some way. I don't think you should send a copy directly to the guy, because like you said, it would give him time to do damage control.

[Ireneparalegal]

Don't bother sending a copy to that jerk. You send that complaint letter to someone higher and any copies of receipts along with some sort of timeline of what you went through. Dates and approximate times of your phone calls gives you more credibility. Good luck Janice. Never allow anyone to treat you in any manner that is rude. Until people speak up, how will the main people at the company know what is really going on. SPEAK FOR THE PEOPLE JANICE!!!

BTW, last night I seen this segment abt DELL COMPUTERS and the constant complaints that company has received. I will try and find the story later on the net and post it here, but in the meantime check this out:

http://www.thisistrue.com/dellhell.html

[Ireneparalegal]

Here is a link to the new story I mentioned above. It is a video of what one consumer was put through regarding his Dell Computer, how he was charged unwanted warranty costs, AND when his Dell finally did need repair, he decided to use the extended warranty he was paying for that he never asked for and how Dell refused to acknowledge him.

http://www.keyt.com/news/local/12230846.html

http://www.ihatedell.net/

I think you should do what this man did Janice, call the Better Business Bureau in your area and let them know abt what you had to go through. The more complaints they get, the better.

[Janice]

Thanks for the replies everyone, really. I appreciate it. Cathie, you make Normae Rae look like a pushover, lol. Bingbangbaby, great advice. Thanks for taking the time. I did include the fact that I moderate a large internet community, without giving the name of the site.
Irene, I read those links. Dell Hell, for sure. I hate dealing with computer companies.
I called today to get the name of the Gateway CEO and addresses. The person who took my call was very interested in my story. She pulled it right up on her screen. She refunded my $20and told me that the discs that were meant to be sent out were drivers and ?? can't remember.

This infuriates me, because had I been sent the right discs, I probably would haven't have had to spend $700 on a new computer. It was less than three years old. If that's the case, to think that one creep allowed this to happen is maddening.

The letters are off. I sent one to the CEO at their California HQ, and copied it to their "Executive Response Team" in Sioux City, South Dakota.

[bingbangbaby]

The letters are off. I sent one to the CEO at their California HQ, and copied it to their "Executive Response Team" in Sioux City, South Dakota.

That's great! Let's see if the response team responds, eh? I hope they treat you right, Janice, and if they don't, I hope you'll come back here and let us know.

[savvyconsumer]

I recently purchased a used Gateway laptop. I am still under warranty and I called to inquire about a small plastic piece that broke off and was told that the computer was dropped or banged and therefore it was not under warranty. I was told the price to fix this would be $300 (I paid $550 for the laptop and am guessing this is a five minute repair job). They insisted that if I did not replace the part it would not affect the use of the computer. I wrote a letter to the Executive Response Team that they probably received yesterday. Even though I am a great letter writer, after reading this forum and several complaints about Gateway, I am not hopeful to receive a favorable response. What would be the best step for me to take? How did you find the telephone number for the CEO? I spent some time googling, but could not find an up to date telephone number. Thanks for your help.