Okay, here’s a real-life, recent event for you all to give me advice on:
I bought one of the recently advertised, Gateway M-1631U 4GB RAM, 320 GB HD, DVD-RW, 15.4″ LCD laptops for $499 (and I bought a carry case and bottle of diet coke too while there).
The ad from the national store chain that sold me the laptop:
a) said nowhere that it was refurbished or recertified, so I assume it’s new
b) that Windows 7 upgrade would be free from the Gateway website
I tried registering the product online with Gateway, and when I did it didn’t go through (even tho I completed their little survey).
So, I call Gateway and get the usual, uninformed, clone-taught customer service rep who barely speaks English. I am patient with her, and give her all my information.
I ask her “What kind of extended warranties are available and how much do they cost?”
Her reply, “This product is not available for the purchase of extended warranties.”
So I said “Okay. Well, how to I get my free Windows 7 upgrade?”
Her reply, “I’m sorry, but this product is not available for the free Windows 7 upgrade.”
I was steaming. So, I wrote Gateway a letter stating I was very upset, did not appreciate being lied to about what Gateway would provide me, and that I wanted to speak with someone past the customer service in India who could make the decision and give me what I purchased.
So, it’s 7:55am in California where Gateway moved its headquarters and I’m waiting for their call still. I really don’t expect one. I have heard horror stories.
I have also emailed the national chain store I bought the laptop from, explained things, and told them I had been a customer for 15 years and would like them to resolve this issue immediately.
I don’t know if I will hear from them either.
So, what would you do? Besides get upset like me, that is.