As I posted a couple of weeks ago, I’ve had some issues being able to actually order my new laptop from Gateway. Things have gone from bad to worse, and I’ve finally just cancelled the order. Here’s what happened:
On March 10th, I placed the order on their website. We needed to pay with a Purchase Order or a phone check, and I wasn’t sure how that was done. Fortunately, Gateway called us later that day and got the phone check. Cool.
On March 11th, I received an e-mail from “Josie”, with my final order number and an “estimated arrival date” of March 24th.
On March 22nd, I e-mailed Josie to see if I could get a tracking number or anything, since the computer should be shipping soon. No reply. (In fact, as of today that e-mail still has not been responded to.)
On March 24th, the magical “estimated arrival date”, I called the 800 number because I had heard nothing and had no laptop. I was told that there was an internal problem with the phone check, but that it was cleared up and my new estimated arrival date was April 6th.
On April 5th, I called the 800 number to see what the status was on the delivery for tomorrow. I was told that “the amount of the check was entered incorrectly”. When I asked who entered in correctly, she said “I guess your salesperson did”. As a result of that, a new check had to be submitted. They couldn’t do it from the old info, and I’d need to get with our business department to get a new check. I left a message for their manager (Graham), but he didn’t call back.
On April 6th, I called to cancel my order. They took care of it immediately. I found it strange that they didn’t ask why or anything. Just “ok, all set”.
Earlier today (April 8th), I called Graham again, via Josie (he didn’t answer his line). He more or less made excuses for the issues.
My biggest complaint is their severe lack of communication. They just sat there! If there is a problem, call me and we’ll figure it out. Losers.
Anyhow, I’ve now ordered a sweet new machine from Alienware instead. I’ve already received three e-mails from them with updates on the status of my computer. Very nice!