Backup
This isn't meant for general consumption. It's just a backup of some of the various emails between me and Gateway concerning my still missing laptop.
It all started simply enough . . .
********************************************************
Original Message Follows:
General Customer Service Questions
Home Phone: 01131302145750
work_phone:
Subject: Gateway Technical Support Questions AA1
System Type: Portable
Purchase Location: I called Gateway
Commodity: Entire System
Operating System: Windows XP Home
Common Question: Please choose a category
problem_system: no
Email Address: scott@scottcurry.net
First Name: Scott
Last Name: Curry
Serial Number: 0029922483
CustomerID: 28548527
Order:
System Category: Computers
System Model: Notebook Computers
Message Body: My computer requires repair. At this point it will no longer even turn on.
Service request number 2-1716981486. I live in The Netherlands and will not be returning to the U.S. I contacted US tech support and after quite some time was referred to support here in The Netherlands and told they would repair my laptop.
Netherlands tech support referred me to UK tech support in England (Teleplan UK). UK tech support won't work on my machine because it's an American machine and my Client ID doesn't work here. Further, they stated they frequently can no longer get parts here so I should contact the US to get my computer problems resolved. My warranty is good until 2009.
I am tiring of spending time and money on long distance calls only to have blame put from one gateway agent to another. Please honor my warranty and inform me, in direct and unambiguous terms, where I may ship the under-warranty product to get it fixed in the fastest possible manner.
Please advise.
-------------------------
-- Original Message --
Date: Fri, 06 Aug 2004 04:51:28 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17377519V85767L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
I apologize for the inconvenience this has caused.
From your e-mail, I understand that you are not able to turn on the portable. Furthermore, you are frustrated on the issue of being routed from one country to another to resolve the current issue.
Scott, I realize your concern with the current issue. Please be assured that Gateway is a service and support-oriented company that believes the key to our success lies in providing outstanding client satisfaction.
We are constantly striving to improve the quality of both our products and our services.
Feedback from our clients aids us in achieving this goal. We apologize for the frustrations you may have experienced in your dealings with us up to this point. We're sure that before you purchased from Gateway you shopped around for the best value.
Our clients have made us a leader in the industry, and our reputation is very important to us. Please understand that even though you have experienced problems, it is not a common occurrence within our company. We pride ourselves on the quality and reliability of our products, and we make every effort to solve any problems our clients may experience in the most expedient way possible.
If you have purchased this computer from United States, then in order to resolve your issue, I will need to arrange for the computer to be serviced. Once I enter the order, I will reply to your e-mail address with documentation. When the computer is received in our service department, they will perform the repairs, and send it back to you.
To arrange this, I will need the following information:
1. Gateway Customer ID. 28548527
2. Original order number for this computer. 69950550
3. Original serial number for this computer (usually, it's on the bottom of the computer on a white sticker with a bar code on it. It may start with a zero or possibly three zeros, no letters). 0029922483
4. The address and contact name to which we will return the computer, including the telephone number at this address.
Scott Curry
Oudenoord 371
3513 EP
Utrecht
The Netherlands
phone:(011) (31) (30) 214-5750
5. The phone number at which the service department can contact you. phone:(011) (31) (30) 214-5750
6. Please provide the any system passwords for the computer. None
7. It may be necessary to format the hard drive to resolve the issue.
May we do that if needed without contacting you? No
Once we receive this information, we will process the service order.
Please note that you need to bear the shipping and handling charges to ship the portable to Gateway. Once the portable is serviced, we will send the portable back to you. Gateway will bear all the shipping and handling charges while returning the portable to you.
The approximate charge for shipping your portable from Netherlands to Gateway Service Center in United States will be $69.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jonathan
Badge GWSB187
Online Customer Support Team
Gateway
***************************************************************
Jonathon,
Although I believe you could have found much of the information you have requested through checking info. contained in service request number 2-1716981486, or in the alternative from a closer reading of my initial email, please find that I have also inserted the requested information into the text of your message, below [above on this copy]. If you have any further questions or concerns, please do not hesitate to contact me.
***********************************************************************
-- Original Message --
Date: Fri, 06 Aug 2004 05:41:33 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17377593V88818L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, to place service order for the portable we will need information in the following order:
Home address
City
State
Zip code
Country
Please get back to us with the above details.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rami
Badge GWSB008
Online Customer Support Team
Gateway
Original Message Follows:
-------------------------
Rami –
So sorry. I thought you would like the shipping information in the way the postal authorities require it. I did not understand that you at Gateway believe your order is superior.
Home address: Oudenoord 371
City: Utrecht
State: This is not the US, we have no states here, so I don't know how you're going to get around this one. Perhaps you can ask a supervisor?
Zip code: We have no zip code. We have a postal code, but it does not gohere. However, the postal code is: 3513 EP
Country: The Netherlands
Thanks (?),
Scott
************************************************************************
-- Original Message --
Date: Fri, 06 Aug 2004 06:17:29 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17377661V90971L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, thank you for providing the requested information. An order has been placed to have your computer serviced at our Service Center in Dallas, TX. The Service Request Number that documents your issues in our issue tracking database can be found at the bottom of this message.You will receive your shipping box within 1 to 2 business
days. The label on the box will be addressed to:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
Please note that the box you will receive will fit all portables sizes. There are gray inserts inside the box that you have to push down on. When you push down, you will see slits. The slits are hard to see without pushing down on the gray inserts. By pressing on these slits, you can expand the gray inserts as much as needed to accommodate the computer.
Note: Remove and retain any PCMCIA cards from the computer if they are not needed for the service. Please ensure that you have a complete backup of your hard drive, or the files that would be most important for you to retain, in the event that your hard disk drive is formatted.
It will be helpful if you will include a note with a description of the issue as you experienced it.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rami
Badge GWSB008
Online Customer Support Team
Gateway
************************************************************************
Hi Rami –
It's been two business days and I have received nothing yet. Is there a problem?
Thanks,
Scott
**********************************************************************
-- Original Message --
Date: Wed, 11 Aug 2004 09:39:21 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17404304V35108L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your e-mail. I understand from your e-mail that you have not received the box to send your laptop for in-warranty service. Scott, please be assured that I am here to assist you.
Please accept my sincere apology for the earlier miscommunication.
Please be informed that as you are located outside U.S you will have to ship your laptop on your own to our service center in Dallas. You will be responsible for both way shipping and handling of the portable.
I would like to inform you that we can send service box only for the customers based in U.S.
I also see that a service order is placed for your Laptop to be serviced at your service center in Dallas. Please be informed that as you are within Limited Warranty you will not be charged for the servicing of your laptop.
Please send your laptop to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
I truly regret any inconvenience or frustration this issue may have caused. Please accept my sincere apology for the inconvenience this may have caused. I assure you that your situation is not indicative of quality of support and service that Gateway provides to its customer.
We realize the key to our success lies in providing outstanding client satisfaction. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Savio
Badge GWSB283
Online Customer Support Team
Gateway
***********************************************************************
My Dear Savio:
Have you any idea how tired I have become of Gateway's multiple apologies, all starting by telling me to please be assured that you (Gateway's agent) are here to help me? So far all information on which I have relied, given me by an agent of Gateway, has turned out to be what you refer to in this latest email as "miscommunication" by an agent of Gateway.
I have been told thus far that I would have to ship my computer to England, and that because my warranty was out of date I would have to bear all costs associated with shipping and repair. Next I was told my warranty was current and would be honored, so I would not have to pay for my computer to be fixed in England; unless parts were needed. If parts were needed I would be out of luck because Gateway no longer provides parts to Europe. I was later told to bypass England completely and ship my computer instead to Dallas and that although I would have to pay shipping there, Gateway would, of course, pay return shipping and that the repair would, of course, be covered by my warranty. Next I was told that I would be receiving a box within two business days for shipping both ways.
Now, after inquiring whether there was a problem because the deadline you had given yourselves had passed, I'm told the latest email I relied on was also incorrect and that I can't rely on it, either. It was simply a "miscommunication."
Do you honestly expect me to rely on the information relayed in your latest communication? How do I know that as soon as I ship my computer to the U.S.I will not receive another email from someone at Gateway telling me that they are oh so sorry for the miscommunication, but because I relied on information given by an agent of the company and the information I relied on was incorrect yet again and that, well, I can't even imagine what you're going to come up with next.
As I stated at the start of this email, I'm tired of playing what seems to be some kind of bizarre game that has no solid rules with the agents of Gateway. Any reasonable person, after looking through the emails and notes assoiciated with Service Request Number 2-1716981486 would surely agree that I have been more than patient and have been put in an untenable situation that has gone on for too long.
In order to bring an end to this extremely annoying chain of events created by Gateway's agents, please send me a box, as you earlier offered in writing and as I accepted, shipping prepaid, in which I may send my computer to you. Once you receive my computer, please honor your warranty and repair it at no cost to me.
Thank you,
Scott Curry
***********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 05:49:56 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17409293V7789L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, I realize your concern with the issue. I would have reacted in a similar fashion, have I been in your position. However, please try to understand that we are bound to follow the practices and policies of the company and it renders us helpless in case.
I understand that you are not sure about the information provided by our technicians. You are confused because of the different information provided by our technicians.
Scott, I apologize for the inconvenience this has caused. I have checked the system information and I see the service order for the portable has already been set up. Please note that the service will be done under warranty. You will not be charged for the service. But as you are located outside U.S you will have to ship your portable on your own to our service center in Dallas.
As informed in the earlier correspondence, you will be responsible for both way shipping and handling of the portable. Please note that we will not be able to send service box to the customers based outsideU.S.
Please send your portable to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
Once again, please accept my sincere apologies for the inconvenience caused to you. I can assure you that we do our best to provide top of the line quality assistance to our customers, and when such is not the case, we want to do anything we can to resolve the issue. I assure you that your situation is not indicative of the quality service Gateway is capable of providing. I sincerely appreciate your taking the time to share your experience with us. Your comments are very important to us and will assist in making improvements. We are constantly striving to improve the quality of both our products and our services. Feedback from our customers aids us in achieving this goal.
We hope you will give us the opportunity to serve you again in the way you deserve.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jenny
Badge GWSB196
Online Customer Support Team
Gateway
************************************************************************
Hello Jenny,
Thank you for your reply.
Jenny, I realize your concern with the issue. I would have reacted in a similar fashion, had I been in your position. However, please try to understand that because I am an attorney, I am bound to follow the practices and policies of the law.
In this case, I believe the law supercedes "the practices and policies of the company" and renders you obligated, rather than "helpless."
I'm glad you understand that your agents have made me unsure because of the information they provided. And yes, I had been confused because of the different information provided by your technicians. However, once your employee offered, in writing, to provide me with the box for shipping, I accepted the offer. That created a contract, one as binding as the warranty that your company at first refused to honor. I await shipment of the box.
Yours sincerely,
Scott Curry
*******************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 07:04:13 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17409467V12150L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
I apologize for any misunderstanding. I can understand that you were confused by our technicians by providing the different information.
However, please note that Gateway does not ship a shipping box to the customers located outside of U.S. We could have sent you, if the you were located in U.S. As you were informed earlier, I would once again inform that you will need to ship the computer to our service center by your own means.
Once again, I apologize and truly regret any inconvenience or frustration this matter may have caused. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Thank you.
Eric
Badge GWSB079
Online Customer Support Team
Gateway
********************************************************************
Hello Eric,
I also apologize for any misunderstanding. I can understand that unless you were trained in contract law you may have been confused by my last email. However, as I stated previously, please note that upon my acceptance of an offer by an agent of Gateway to provide a box for shipping my computer, Gateway entered into a binding contract with me.
If you review past telephone calls and correspondence, you will see that after I had received an unbelievable amount of conflicting and incorrect information from agents of Gateway, an agent who clearly knew that I resided outside the United States apologized for the handling of this matter and offered to provide a pre-addressed box for shipping. I accepted his offer and then contacted Gateway after the time he quoted had passed for timely shipping of the box to me. If you have lost these emails, please inform me and I will provide them for your perusal.
The correspondence I have undertaken with the agents of Gateway is lengthy and well documented on my end. I would ask, if you have any doubt regarding the strength of my legal position, that you forward this email to your legal department and have them contact me directly.
Thanks,
Scott Curry
********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 08:30:56 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17409788V17416L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for using Gateway's Online E-mail Support.
Scott, we apologize for the inconvenience caused to you. As per your email, it seems that you want the box for shipping the portable to Dallas for service.
Scott, as given in the previous email, Gateway do not ship the box for the portable outside US. We apologize for the miscommunication from our part.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jack
Badge GWSB089
Online Customer Support Team
Gateway
*********************************************************************
Dear Jack -
This is a situation which should be easily resolved.
I have asked nicely for you to please contact your legal department if you do not understand contract law. Therefore, I take it that you either understand contract law or you are refusing to put me in contact with your legal team. Before I take further action, could you please clarify as to which of the above two possibilities is correct?
Thank you,
Scott Curry
*********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 10:01:25 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17410297V22810L0KM)
From: Gateway email.gateway@gateway.com
Reply-To: Gateway email.gateway@gateway.com
Hello Scott,
Scott, I once again apologize for the inconvenience caused to you due to this issue. We accept that it was a mistake from our part. However, as informed to you in the earlier e-mails that we are not able to send the box outside of US. In this case you need to handle the two way shipping and handling charges for the Portable.
I understand that you have questions regarding the limited warranty agreement. Please click on the following Internet address to get information on your Gateway Limited Warranty. Please note that you will need to choose Business or Consumer at this link to be taken to your specific system line:
http://www.gateway.com/about/legal/warranty.shtml
Scott, I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Justin
Badge GWSB311
Online Customer Support Team
Gateway
-------------------------
Hello Justin –
Please stop apologizing. Surely you understand that we have moved beyond the place where an apology is needed or helpful. There is also no need to continue stating the obvious, that you made an error. We all understand that.
What you have not done is provided me with the information I now require to help bring this matter to a close. You know from my previous emails that I am an attorney and have requested it might be in your best interest to connect me directly with your legal department to negotiate a close to this persisting problem.
I will once again ask: Are you competent to understand contract law and negotiate a settlement for the contract you have breached or are you simply refusing to put me in touch with your legal department? Assuming that you have not been naïve enough to ignore sending this to your legal department, can you instruct me as to why you might possibly believe my acceptance of Rami's offer did not constitute a contract on which you must perform?
Sincerely,
Scott Curry
**********************************************************************
Date: Thu, 12 Aug 2004 11:36:03 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17410982V28453L0KM)
From: Gateway email.gateway@gateway.com
Reply-To: Gateway email.gateway@gateway.com
Hello Scott,
Scott, I sincerely regret that you are not satisfied with the support that you have received for this issue. I can not connect you to our Legal Department as they do not handle this technical issues. As informed to you in the earlier e-mail that you need to handle the two way shipping and handling charges if you wish to get the PC serviced as we can not send you the box.
Scott, I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Justin
Badge GWSB311
Online Customer Support Team
Gateway
************************************************************************
Hello Justin:
Apparently you refuse to understand that this is no longer a technical issue.
This has become a legal issue and I am becoming increasingly frustrated with your preventing me from trying to settle this issue with your legal counsel. Either inform me of how I may contact your legal counsel or have them contact me directly.
I am sorry to have to actually state that you have finally reached the limits of my tolerance and patience. Please understand that any further apologies or emails from Gateway regarding this matter that neither provide information on how to reach your legal department nor are from your legal department will be considered harassment and I will take all appropriate action on receipt of same.
Thank you for your assistance in this matter,
Scott Curry
***********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 13:14:33 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17411610V34449L0KM)
From: Gateway email.gateway@gateway.com
Reply-To: Gateway email.gateway@gateway.com
Hello Scott,
Scott, as informed to you in the earlier, I can not connect you to our Legal Department. If you wish I can help you to resolve this issue by setting up an service for your Portable but in this case you need to handle the two way shipping and handling cost.
However, if you wish to file a lawsuit then you need to take the Limited Warranty to the attorneys office. You can click on the following Internet address to get information on your Gateway Limited Warranty.
Please note that you will need to choose Business or Consumer at this link to be taken to your specific system line:
http://www.gateway.com/about/legal/warranty.shtml
If you wish to file a lawsuit then you can submit the appropriate paper work.
Scott, I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Justin
Badge GWSB311
Online Customer Support Team
Gateway
*******************************************************************
Hello Justin -
Your email made me smile. I'm tempted to have you cited for harassment given that your last email was in direct violation of my written warning, but you still don't understand that I am an attorney, do you? Or that the office you would have me take the limited warranty to would be my own. Handy that. But then again, you also still don't understand that it's not the limited warranty that I would be suing on, it's the explicit written contact which Rami, an agent of Gateway, made with me.
Actually, I've just finally put it together that none of you I've been emailing really speak very much English, as this is all probably outsourced somewhere where English is not your native language, and you don't understand much of anything I'm saying.
Anyway, thanks for you time. Although you weren't very helpful, I understand that you're just trying to do a job and put food on your table, so although I don't care much for your corporate employer, I don't have any hard feelings towards you.
Best of luck,
Scott
The preceeding email message is in no way a waiver of any rights I have accrued through any contracts, implicit or otherwise, entered into with any agent{s} of Gateway or their subsidiaries, or agents or employees of companies hired by Gateway.
****************************************************
[I paid postage and insurance costs and shipped the computer for repairs, from The Netherlands, in a box of my own, on October 12, 2004.]
October 21, 2004
Can you please confirm that my laptop has arrived in Dallas For repairs?
I also wanted to reconfirm that once repaired it will be shipped to me at BLAH BLAH BLAH, Wichita, KS 672__, rather than to my address in The Netherlands.
Thanks,
Scott
************************************************************************ *****************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Thursday, October 21, 2004 6:45 PM
To: Scott Curry Subject: RE: Service order 2-1716981486 (KMM17828247V77078L0KM)
Hello Scott,
Thank you for your e-mail. I see that you want to confirm if your portable has been delivered for repair in our repair center in Dallas and you want to reconfirm the ship to address of the laptop once it is already repaired. Brian, I have been unable to locate your order with the information provided. Please provide your Order Number, Customer ID, phone number given when placing the order, and Tracking or Shipping number of the package.
I have documented this correspondence in Service Request Number 2-1800872703 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Bob Badge GWPC074
************************************************************************
Hello Bob,
My name is Scott, not Brian. You response concerns me. I think you confused your response to me with a response to someone else. Your first sentence is appropriate to my situation, however, the rest of your message leads me to believe you think I have ordered something from you. Please read carefully. This is NOT an order. This is an authorized repair.
I was not given an order number, I was given a service request number and, after many emails, was told to ship my computer to Dallas for repair under my extended warranty, which I did. My phone number, although you have not once used it and even though it has appeared at the bottom of every single one of the over 30 emails I have written and responded to concerning this computer, is +31 (0) 30 214 5750. (From the US, that is dialed 011 31 30 214 5750.) If what you are asking for is the original order number for the computer when I first bought it, and the rest of the information asked for and sent in the third email regarding this, my customer ID is 28548527. My original order number was 69950550. The package was shipped from The Netherlands, not the US. The "Worldpack Special verzendbewijs Uw barcodenummer" [proof of postage receipt] on the package is CC 82822170 1 NL. As I've stated before, I've removed the passwords for repair, and I have not given authorization to reformat the hard drive during repair. You've asked me to respond directly to your email, so I have. The old service request number is still in the subject, above. I've left your last response below so you can see the new service request number you've provided, below.
Please respond.
************************************************************************ *****************************
----------
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Thursday, October 21, 2004 6:59 AM
To: Scott Curry Subject: Re: Service order 2-1716981486 (KMM17826124V34710L0KM)
Hello Scott,
I apologize for any misunderstanding.
I see that you want to check on your computer that was sent in for service. I will gladly assist you in this matter.
Scott, I have checked the service request number 2-1716981486 in our records and it showed that our service center is still waiting for your computer. However, if you can please give us the tracking number of the computer you sent, we can look in to this matter. Your reply would be highly appreciated.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jerel Badge GWPC033 Online Customer Support Team Gateway
************************************************************************
Hello Jerel,
Apology accepted, but I do wish there weren't so many "misunderstandings" with Gateway customer service. If you would actually read the emails I send, you would find that generally the information you ask for has already been sent.
As I stated below, in The Netherlands, where I shipped my laptop from, the only thing which might be equivalent to a tracking number is the "Worldpack Special verzendbewijs Uw barcodenummer" [proof of postage receipt]. That number is CC 82822170 1 NL.
Also, since you state that I am to use Service request number 2-1800872703 in the future, has service request number 2-1800872703 now been merged into the original Service request order 2-171698146?
Thanks,
Scott
********************************************************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Friday, October 22, 2004 3:53 PM
To: Scott Curry Subject: RE: Service order 2-1716981486 (KMM17833039V53094L0KM)
Hello Scott,
Thank you for your e-mail.
I understand that you want to check the status of your computer that was sent in for service. I will do my best to help you.
Scott, I have in our records more thoroughly and it showed that the Dallas service center is still waiting for your computer. And I checked the service order you have and it showed that the proposed repair of your computer is canceled. This may be caused by sending us your computer without using the service box and the computer is out of warranty.
Scott, please be informed that if your computer is out of warranty and was sent in for service, you may have to pay for the repair cost.
Only after you submitted a valid method of payment and authorized to be charge for the amount to be service, then we can process the service of your computer. In order to do that, we need a valid method of payment. Please use the link below to submit the information. Please make sure that all information is correct. Here are a few tips to remember when entering your credit card information:
1. Make sure that your billing address is correct. The billing address will be the address where the credit card statement is sent. If it is not the same as your shipping address, make sure both addresses are entered.
2. Make sure you have the right type of card selected, and the name on your credit card matches the name you submitted.
3. Make sure your credit card number is only 16 digits long.
4. Your CID will only be 3 to 4 digits long. Make sure you are providing the right number. Click the "Need help finding your Credit Card ID?" link underneath this entry for more information on identifying this number.
In addition, verify that the Customer ID and Service Request Number you are using match the ones provided in this e-mail exchange. This information can be submitted at:
https://support.gateway.com/support/contact/contact_ccinfo.asp?srn =2- 1716981486&cusid=28548527 This submission will overwrite your previous information so you will not have two different entries available. Again, please let us know when you have resubmitted the information as soon as possible, and we will proceed with the order process.
Scott, I used the service request number 2-1716981486 because this service request number is for the checking the status of your computer. The service request number 2-1800872703 is used for the previous correspondence of our agent because that correspondence was about general information. I hope that this clears the confusion about the service request number we used.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jerel Badge GWPC033 Online Customer Support Team Gateway
********************************
Dear Jerel –
I am becoming very weary of this. My computer is not out of warranty. If you will kindly check your records, you will see that it does not expire until 2009. Will you please explain why you did not check this before you wrote to me and thus wasted yet more of my time?
And can you please write to me again and tell me what it is you are now asking from me since my warranty is still valid? If you are not competent to do this, could you please refer me to someone who is? I really feel that Gateway has wasted far too much of my time in doing what it can to slow this process down. Why do you not simply honor the warranty?
I'm sure that by asking for my credit card information before first checking to see that my warranty is still valid you are not trying to steal money from me, but can you understand why a less trusting person might think this?
Please respond.
Scott
**********************************************************
Jered –
Could you please give me the telephone number of someone I can speak to about this? I'm sorry, but I have lost my patience. I bought an extended warranty when I purchased the computer. I have emails from Gateway specifically stating that my warranty is still valid, and when I check your webpage, it states the same. I also have emails authorizing repair. You state now that maybe it's because I don't have a "service box?" If you check the emails, you'll see that you offered one to me, then said you couldn't send me one because I live outside the country. You stated that I must mail the insured computer in myself, at my expense. You stated that I would have to pay shipping out of the USA, but you would pay for it in the USA.
On advice of counsel, I have every one of your instructions. Now, once the computer is already in the mail, you want my credit card information?
I have never had to give this information to Gateway before when I've had my computer repaired. I respectfully request the phone number of someone who is in a management position and has the ability to help me resolve this unendingnightmare. I will gladly pay for an overseas call if that is what it is going to take to find the underlying cause of this unending saga and resolve the problem.
Thank you, Scott
*****************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Friday, October 22, 2004 3:53 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17833039V53094L0KM)
Hello Scott,
Thank you for your e-mail. I understand that you want to check on the status of your computer which was sent for service. First, in behalf of Gateway, I would like to offer my apologies for the misunderstanding. I have already checked your account as well as your warranties, and it shows that you are still entitled to avail all of those free services.
Scott, I have forwarded your concern to appropriate department, your concern will be dealt immmediately.
Thank you for your patience and understanding in this regard.
I have documented this correspondence in Service Request Number 2-1802396357 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Keith
Badge GWPC026
Online Customer Support Team
Gateway
************************************************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Friday, October 22, 2004 11:15 PM
To: Scott Curry Subject: RE: Service order 2-1716981486 (KMM17835877V79577L0KM)
Hello Scott,
Thank you for using Gateway's Online E-mail Support. I understand that you would like to speak to a manager. Please understand that I am more than qualified to assist you. I am empowered to assist all of our clients in every situation. If you feel that your issue(s) were not handled appropriately once I have provided assistance, or if it is an issue that I am not able to assist you with, then I will ask for management assistance or provide you with the e-mail address of my supervisor. However, I hope you will give me the opportunity to provide the level of support you deserve. I am here to help.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this issue.
Thank you.
Wayne Badge GWPE129 Online Customer Support Team Gateway
********************************************
Original Message Follows:
-------------------------
Wayne -
I'm sorry, but your message neither comforts nor helps me. Will *you* please understand that if you were qualified to help me, you would have followed the trail of emails that have asked questions that I have answered, and you would have helped me? You have all the information you need. Instead, what you have done is stated that you will be happy to
help me and then done nothing. Sorry Wayne, but that's not helpful.
I have a valid warranty, service has been authorized, then cancelled.I'm told one minute that everything is ok, the next I get an email from you saying you'll be willing to help. I'm told I have to provide credit card authorizations for something that would be covered by my warranty if I had a warranty, but I don't have a warranty, so I must provide you with my credit card details. Then I get another email telling me that, sorry, little mistake, my warranty is good.
What is going on with you people? All I want is to find out where my computer is and make sure it gets to the right place once it's fixed. By reading my last email, you have had the opportunity to help me. By not reading all of my emails, you have failed to provide me with assistance.
Therefore, I once again ask to speak with a manager, and I once more ask, very politely, to do it by phone. The email solution Gateway supposedly provides has not worked and my patience is gone. The quantity of correspondence and multitude of Gateway customer service persons with whom I have dealt in the last 3 months would certainly try the patience of any reasonable person by any standard imaginable.
If you are empowered to help me, as you state, please, for the love of God, I beg you, PLEASE provide me with the phone number of someone who is actually willing to either read the last 40 pages of emails I have written trying to resolve the issues I have (including the majority which are not attached to this particular email), or pass this email along to someone who can provide me with a manager's phone number. I do not have the time that writing emails that are not read demands.
Very simply put, allow me to speak by phone to a manager. If you are not empowered to do that, pass this email to someone who is.
Please.
****************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Saturday, October 23, 2004 9:36 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17837820V16943L0KM)
Hello Scott,
I apologize for the inconvenience this has caused. I understand that you are having certain issues with your notebook system and would like to send it ibn for service. I am willingly to help you on this matter.
Please do have the patience with me in discussing whatever the issue is. I am taking ownership of your e-mail so as to accommodate the repair of your system.
In order to resolve your issue, I will need to arrange for the computer to be serviced. Once I enter the order, I will reply to your e-mail address with documentation. When the computer is received in our service department, they will perform the repairs, and send it back to you. To arrange this, I will need the following information:
1. Gateway Customer ID.
2. Original order number for this computer.
3. Original serial number for this computer (usually, its on the
bottom of the computer on a white sticker with a bar code on it. It
may start with a zero or possibly three zeros, no letters).
4. The address and contact name to which we will return the computer,
including the telephone number at this address.
5. The phone number at which the service department can contact you.
6. Please provide the any system passwords for the computer.
7. It may be necessary to format the hard drive to resolve the issue.
May we do that if needed without contacting you?
Once we receive this information, we will process the service order.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this
number in the future if you need to contact us again regarding this
issue.
Please reply to this message if you require further assistance with
this issue.
Thank you.
Caleb
Badge GWPE114
Online Customer Support Team
Gateway
************************************************************************
STOP THIS!!!
I AM USING CAPS BECAUSE YOU DON'T SEEM TO BE ABLE TO READ WITHOUT THEM. STOP ASKING ME QUESTIONS I HAVE ALREADY ANSWERD MANY TIMES. IF YOU MUST HAVE THE ANSWERS AGAIN, GO TO THE BOTTOM OF THIS EMAIL AND READ UP. IT'S ALL THERE.
I HAVE ALREADY DONE EVERYTHING YOU ARE ASKING FOR MANY TIMES. I ALREADY SENT MY COMPUTER TO YOU AS INSTRUCTED. WHERE IS MY COMPUTER?
STOP SENDING ME MEANINGLESS EMAILS THIS INSTANT AND PUT ME IN CONTACT WITH A SUPERVISOR.
************************
Caleb -
I think that possibly I responded twice to your last email. Forgive me for responding yet again, but I would like to ensure my computer is either being repaired and will end up at the correct address once that is done, or figure out who is responsible for its disappearance and take corrective action as soon as possible.
I require my computer for my work, so time is of the essence.
I apologize for my lack of patience, but to show the ridiculousness of service I have obtained from Gateway so far, I have submitted with this email only the most recent correspondence. There are more emails on my laptop, but it is (hopefully) in your hands by now.
Please review the emails below [here, above]. If you think that I have not given you every bit of relevant information, or that a supervisor is not needed to resolve my complaints at this point, I would be very interested in hearing why. I do not believe that anyone should have to go what I have been put through simply to have a computer repaired - especially when that repair is under warranty and has been authorized.
Please respond with all due haste.
Scott Curry
**********************************************************************
**********************************************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Saturday, October 23, 2004 5:49 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17837949V25270L0KM)
Hello Scott,
Thank you for using Gateway's Online E-mail Support. I understand you are waiting for you GATEWAY DS 450 X (ROG) with a Serial Number 0029922483 that you sent in for service with Service Request Number 2-1199401852.
Scott, please be assured that I will do my best to support you with your issue. Please accept my sincere apologies for any misunderstanding and for the delay of your computer. We do not intentionally try to make you feel that way. Our goal is to provide customer with quality, reliable products and service. However, setbacks do happen and we are sorry you are affected. We appreciate your kind understanding in this regards.
I have personally checked the status of your computer in our database and I found that your computer is already finished and will be deliver to you as soon as possible. I have provided below the tracking number.
03984667492
You can continue checking the status of your Computer in the link provided. http://track.dhl-usa.com/TrackByNbr.asp
I have documented this correspondence in Service Request Number 2-1199401852 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Mary
Badge GWPC002
Online Customer Support Team
Gateway
**********************************************************************
Thank you, Mary. I very much appreciate your response.
Sincerely,
Scott Curry
**********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Saturday, October 23, 2004 8:24 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17839460V55740L0KM)
Hello Scott,
Thank you for your reply. I understand that you would like to express your gratitude for the assistance that you received. I am pleased to hear of your satisfaction with your Gateway computer and the exceptional service you received from our Technical Support Department.
Gateway is a full service and support organization that realizes the key to success lies in providing outstanding customer satisfaction. It is feedback from customers that helps to evaluate our performance.
Thanks again, for writing and letting us know of your experiences with our company. Customers such as you make all our efforts worthwhile. We are grateful for your continued support.
Have a nice day.
I have documented this correspondence in Service Request Number 2-1199401852 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Wes
Badge GWPC011
Online Customer Support Team
Gateway
**********************************************************************
Dear Wes,
I thought that Mary had good news and that my computer had been repaired and was being sent back to me, so I thanked her for doing her job.
If you look through the emails, you will see that the service provided me by Gateway Technical Support Department has been anything but "exceptional."
And, as it turns out, I was mistaken about Mary as well. The service request number she "informed" me about, #2-1199401852, was the service request number for the last time this computer was sent in for repairs. That experience was also a nightmare. When the computer was finally returned, part of the repair was made with scotch tape. You shipped the computer back to me on November 20th of last year. I received it shortly thereafter.
This time, I sent the computer in to you for other unrelated repairs on October 12, 2004. The service request was authorized. My warranty is valid. And yet I still have no information from you as to where my computer is.
Once again, I ask that you please read through the emails below and give me the phone number of a supervisor. I am sick to death of this.
**********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 12:04 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17840162V65545L0KM)
Hello Scott,
I apologize for any misunderstanding.
Scott, I understand how you feel, please provide me the tracking
number of your computer when you sent in your computer for service.
Upon receiving your reply I will do my best to check the status of
your computer.
Please be assured that your issue is documented and will be reviewed
by the right department.
I have documented this correspondence in Service Request Number
2-1803432437 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this issue.
Thank you.
Mary
Badge GWPC002
Online Customer Support Team
Gateway
**********************************************************************
Mary -
This is a long email. Please read completely through it before responding. Since I was promised this would be resolved by a supervisor, (See message from Caleb, Badge GWPE114I on Friday, October 22, 2004 3:53 PM) I am assuming you are one. If you are not a supervisor stop now and send this to your supervisor. It is very complicated.
As to your request, do you understand how many documents and service request orders I have from Gateway so far relating to this issue? I am unsure of just which ones you want. Below I will enclose the names, Badges numbers and service request numbers I think may give you the information you request. Please go through them to find the information you request. There are many more emails that have been sent to me, but I don't have them all on this computer. At least as many are on the computer that was shipped to you.
I have also re-pasted two emails which state that an order was placed and that I may ship my laptop. Any line that is not preceded by a ">" is information I have placed in this particular email.
Here are the two emails that state I may ship my computer to you. Please read both, as although they give conflicting information, they both authorize repair:
-- Original Message --
Date: Fri, 06 Aug 2004 06:17:29 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17377661V90971L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, thank you for providing the requested information. An order has been placed to have your computer serviced at our Service Center in Dallas, TX. The Service Request Number that documents your issues in our issue tracking database can be found at the bottom of this message.You will receive your shipping box within 1 to 2 business
days. The label on the box will be addressed to:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
Please note that the box you will receive will fit all portables sizes. There are gray inserts inside the box that you have to push down on. When you push down, you will see slits. The slits are hard to see without pushing down on the gray inserts. By pressing on these slits, you can expand the gray inserts as much as needed to accommodate the computer.
Note: Remove and retain any PCMCIA cards from the computer if they are not needed for the service. Please ensure that you have a complete backup of your hard drive, or the files that would be most important for you to retain, in the event that your hard disk drive is formatted. It will be helpful if you will include a note with a description of the issue as you experienced it.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rami
Badge GWSB008
Online Customer Support Team
Gateway
There is also this message:
-- Original Message --
Date: Wed, 11 Aug 2004 09:39:21 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17404304V35108L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your e-mail. I understand from your e-mail that you have not received the box to send your laptop for in-warranty service. Scott, please be assured that I am here to assist you.
Please accept my sincere apology for the earlier miscommunication.
Please be informed that as you are located outside U.S you will have to ship your laptop on your own to our service center in Dallas. You will be responsible for both way shipping and handling of the portable.
I would like to inform you that we can send service box only for the customers based in U.S.
I also see that a service order is placed for your Laptop to be serviced at your service center in Dallas. Please be informed that as you are within Limited Warranty you will not be charged for the servicing of your laptop.
Please send your laptop to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
I truly regret any inconvenience or frustration this issue may have caused. Please accept my sincere apology for the inconvenience this may have caused. I assure you that your situation is not indicative of quality of support and service that Gateway provides to its customer.
We realize the key to our success lies in providing outstanding client satisfaction. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Savio
Badge GWSB283
Online Customer Support Team
Gateway
-----
As you can see, Mary, although both of these emails have inconsistent information (as is the case with almost every email I have received from Gateway), they both have authorized the repair. Although they both say there is an order, neither refer to the order number. I have never received and email stating that this authorization was revoked.
When you respond to me after reading this email, please mention that you read both of these authorization for service order emails, and also please let me know that you have researched all of the emails thus far. I suspect that far too many of my emails have not been completely read and that has led to time wasted for me and for Gateway.
Again, I would also like confrimation that I am speaking with a supervisor. I have been at this far too long and seem to write to someone new every time I raise a complaint. I have continually asked to speak to a supervisor, have been promised I would be answered by a supervisor, and I fear that thus far no supervisors are aware of my position and numerous issues. The longer this takes, the greater the chance that my laptop will never be found. Again, because I need information that is on my laptop, time is of the essence for me.
Thank you very much,
Scott
Aside from these specific two, you may review these to find relevant information:
2-1716981486 Jonathan, Badge GWSB187
2-1716981486 Rami, Badge GWSB008
2-1716981486 Rami, Badge GWSB008
2-1716981486 Savio, Badge GWSB283
2-1716981486 Jenny, Badge GWSB196
2-1716981486 Eric, Badge GWSB079
2-1716981486 Eric, Badge GWSB079
2-1716981486 Jack, Badge GWSB089
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1800872703 Bob, Badge GWPC074
2-1716981486 Jerel, Badge GWPC033
22 Oct 2004 05:55:53 PM, Rick_GWPR146 created an incident named Scott Curry.
2-1716981486 Jerel, Badge GWPC033
2-1802396357 Keith, Badge GWPC026
2-1716981486 Wayne, Badge GWPE129
2-1803367101 Caleb, Badge GWPE114
2-1199401852 Mary, Badge GWPC002
2-1199401852 Wes, Badge GWPC011
***********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 6:08 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17842518V34049L0KM)
Hello Scott Curry,
Thank you for your email. I am very sorry that you have had to wait
this long for your Laptop. I realize that it can be frustrating when
you are awaiting for the said item that was sent for service. Computers have become part of our every day life, and I understand that it is
hard to wait for the system to be fixed. However, rest assured that we are doing our best to get this part out to you.
I apologize if you feel that you have received poor service. We
appreciate your comments, and will work to improve our service for both you and all of our other customers.
I see from your message that you would like to have a manager number or
have him call you directly to discuss this matter. Please note that I am more than qualified to assist you with your issues and I will do my very best to help you. If I feel that more assistance is needed, I will
contact my Manager for assistance.
I understand that you would like to know what we will do to fix your
issue. We have checked our database and found that your request is
still under process. We do appreciate your patience in this matter, and hope that we can restore your faith in Gateway.
Please accept my apologies for any inconvenience this may have caused.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Howard
Badge GWPC088
Online Customer Support Team
Gateway
****************************************************************
Hello Howard -
I wish I could say that I thank you for your email, but if you look, you will see that the length of this email is now 30 pages long. Thirty pages of emails!!! How much time do you suppose has been wasted between me and Gateway employees? Bear in mind there have been many more emails pass between us - these are just the ones attached to this email.
At what point will you accept the fact that there is a major problem here and allow me to speak with a supervisor?
Please respond as soon as possible, and please enclose the number of a supervisor. So far each employee I have talked with has tried to assure me that they could deal with this "misunderstanding." So far not one of you has.
Please - don't pass me on to another employee. Do the right thing and GET YOUR SUPERVISOR!
Thanks.
*****************************
Hello Scott,
I am sorry about the level of service you feel you have received thus
far. I will personally make sure that I resolve your issue for you.
I understand that you would like to speak to a manager. Please
understand that I am more than qualified to assist you. I am empowered
to assist all of our clients in every situation. If you feel that your
issue(s) were not handled appropriately once I have provided assistance, or if it is an issue that I am not able to assist you with, then I will
ask for management assistance or provide you with the e-mail address of
my supervisor. However, I hope you will give me the opportunity to
provide the level of support you deserve. I am here to help.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Anthony
Badge GWPE152
Online Customer Support Team
Gateway
**********************************************************************
Hello Anthony -
Seems like I've written this before... I'll now add your name to the ever growing list of people who write once then pass me on to someone else.
I wish I could say that I thank you for your email, but if you look, you will see that the length of this email is now over 30 pages long. Thirty pages of emails!!! How much time do you suppose has been wasted between me and Gateway employees? Bear in mind there have been many more emails pass between us - these are just the ones attached to this email.
At what point will you accept the fact that there is a major problem here and allow me to speak with a supervisor?
Please respond as soon as possible, and please enclose the number of a supervisor. So far each employee I have talked with has tried to assure me that they could deal with this "misunderstanding." So far not one of you has.
Please - don't pass me on to another employee. Do the right thing and GET YOUR SUPERVISOR!
Thanks.
********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 8:32 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17843100V42726L0KM)
Hello Scott,
Thank you for your e-mail.
I understand that you would like to speak to a manager. Please
understand that I am more than qualified to assist you. I am empowered
to assist all of our clients in every situation. If you feel that your
issue(s) were not handled appropriately once I have provided assistance, or if it is an issue that I am not able to assist you with, then I will
ask for management assistance or provide you with the e-mail address of
my supervisor. However, I hope you will give me the opportunity to
provide the level of support you deserve. I am here to help.
Scott it will be easier for me to process your issue if your going to
provide me the order number of your computer.
I have documented this correspondence in Service Request Number
2-1803980409 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rick
Badge GWPC083
Online Customer Support Team
Gateway
****************************************************************
Rick -
If you are qualified to help me, you will have read the 39 pages of emails that are enclosed in this email. Some of them go back to August. If you have not already done so, do so now. I just can't go through this again with one more person.
If you can't or are unwilling, then please send this on to a supervisor.
You have a nice day now,
Scott
****************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 10:09 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17843251V44955L0KM)
Hello Scott,
I apologize for the inconvenience this has caused. I understand that you want to inquire about the status of your item. I will do my best to
assist you in this matter. Please understand that you have accessed
Gateway's Online Email Support. Our corresponding will be limited to the realm of writing. May I ask then for more extension of your patience
which I know you been put to a difficult situation right now.
Based on the Service Requests that you've provided, I understand
that your order was requested (Order Number:81187156) last July 29,2003. Scott, I have been unable to locate the latest order and request with
the information you've provided. Please provide your Order Number and
delivery address of the said order. I advise you to contact Gateway's
Toll free number for inquiries about International Shipping issues and
mis-ship incidents , your Sales representative ASAP for shipping
verification. I also suggest for you to talk to the persons who also
shares your billing account.
Gateway Toll free number:
Direct Phone #: 800-846-2000
Hours: 24 hours a day, 7 days a week
Thank you for your understanding in this matter.
I have documented this correspondence in Service Request Number
2-1804021201 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Vincent
Badge GWPC034
Online Customer Support Team
Gateway
******************************************************************
Vincent -
You state you will do your best to assist me. OK. Call me a sucker, but I almost believe you. Almost. So indulge me here for a minute. If you, Vincent, and not someone else write me back and assure me that it's just going to be you I deal with and I won't have to give anyone else the same information again that I will give to you, and therefore I won't have to write and read another 44 pages of emails because no one in your service department is willing to wade through so much correspondence to find the answers to their questions themselves, well then, I will pick out the emails you need and send them to you, just as I did to Mary several emails ago - although I still don't understand why you don't just do that yourself instead of making me do it. After all, I paid for this service with my extended warranty, didn't I?
Also, I have to ask you something Everyone (and by everyone, I mean
Jonathan, Badge GWSB187; Rami, Badge GWSB008; Rami, Badge GWSB008; Savio, Badge GWSB283; Jenny, Badge GWSB196; Eric, Badge GWSB079; Eric, Badge GWSB079; Jack, Badge GWSB089; Justin, Badge GWSB311; Justin, Badge GWSB311; Justin, Badge GWSB311; Bob, Badge GWPC074; Jerel, Badge GWPC033; Rick_GWPR146; Jerel, Badge GWPC033; Keith, Badge GWPC026; Wayne, Badge GWPE129; Caleb, Badge GWPE114; Mary, Badge GWPC002; Wes, Badge GWPC011; Mary, Badge GWPC002; Howard, Badge GWPC088; Anthony, Badge GWPE152; Rick, Badge GWPC083) has said they will pass me on to a supervisor if they can't help me, but no one has ever done that, even though none of the above have been able to help me yet. (I almost thought Mary was going to help me out, but then it turned out she confused this problem with one I had over a year ago, so she must have lost interest, and well, that was the end of that.) So I am going to step out on a limb here and ask: There really are no supervisors working there, are there, Vincent? It's just a bunch of people who pass emails back and forth to each other in between coffee breaks. Am I right about this?
Seriously, though (you did catch the humor in the above paragraph, didn't you? I'm tired, so in order not to go insane I'm trying to pretend you're a friend and I like you...) I do thank you for the number you sent. What would be really nice, of course, would be if it was actually toll-free to me. Since I'm not in the US, it won't be. But that's ok. It's still like a glass of fresh water after having been adrift at sea for 10 days.
Finally, before I go, I'm very interested in this "persons who shares my billing account," as you referred to it. Who would this (or these) people be? How did someone else get on my account? That troubles me. It is supposed to be just me on my account.
So answer me back Vincent, and we'll get this thing sorted out in no time. I'm just sure of it.
Cheers,
Scott
*****************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 12:03 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17843954V55310L0KM)
Hello Scott,
Thank you for your e-mail. I really, really feel sorry for the
inconveniences it has caused you. I understand you want to know the
status of the laptop you have sent for service.
Scott, I checked our database and it shows that your service is still
covered by warranty. However, I find the status of your item is still
awaiting for the system to arrive. This means that the laptop you sent
is not yet in the service center to arrive. Please bear that as soon as the system arrive, your concern will be given the priority.
Please reply to this message if you require further assistance with this issue.
Thank you.
Iris
Badge GWPC070
Online Customer Support Team
Gateway
******************************************************************
Thank you, Iris. My computer should have arrived in Dallas by now. Will you let me know when my computer arrives in Dallas? If not, when should I inquire again about whether my computer has arrived?
----------
************************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 6:50 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17845198V79740L0KM)
Hello Scott,
Thank you for your e-mail. I understand that you wanted to know if your computer arrived in Dallas.
I have been unable to process your request with the information
provided. Please provide the serial number and the tracking number that was used to ship the computer to Dallas.
I have documented this correspondence in Service Request Number
2-1804197404 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Ian
Badge GWPC069
Online Customer Support Team
Gateway
********************************************************************
Hello Ian,
I already understand that my computer has not arrived in Dallas. What I asked for was when I might expect information from you, and if that was not forthcoming, when I should contact you again.
I understand you want the serial number and tracking number for the computer that I was authorized by Gateway to send to Dallas. I believe the serial number is still the same as is mentioned on the countless emails below: 0029922483.
The service request numbers and the names and badge numbers of just a few of the people I have talked with about this are as follows:
2-1716981486 Jonathan, Badge GWSB187
2-1716981486 Rami, Badge GWSB008
2-1716981486 Rami, Badge GWSB008
2-1716981486 Savio, Badge GWSB283
2-1716981486 Jenny, Badge GWSB196
2-1716981486 Eric, Badge GWSB079
2-1716981486 Eric, Badge GWSB079
2-1716981486 Jack, Badge GWSB089
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1800872703 Bob, Badge GWPC074
2-1716981486 Jerel, Badge GWPC033
22 Oct 2004 05:55:53 PM, Rick_GWPR146 created an incident named Scott Curry.
2-1716981486 Jerel, Badge GWPC033
2-1802396357 Keith, Badge GWPC026
2-1716981486 Wayne, Badge GWPE129
2-1803367101 Caleb, Badge GWPE114
2-1199401852 Mary, Badge GWPC002
2-1199401852 Wes, Badge GWPC011
2-1803432437 Mary, Badge GWPC002
2-1803367101 Howard, Badge GWPC088
2-1803367101 Anthony, Badge GWPE152
2-1803980409 Rick, Badge GWPC083
2-1804021201 Vincent, Badge GWPC034
(No SRN given) Iris, Badge GWPC070
2-1804197404 Ian, Badge GWPC069
They may have the tracking number or information that is not in the emails that I have responded to.
Although this repair was authorized (I am pating one of the several emails authorizing the repair just below) I don't know what the tracking number of the computer is.
(This is one of the emails that authorized the repair. Maybe Savio has the tracking number you would like me to provide? He sure didn't include it with this email, though, nor has anyone else, as far as I can find.)
Date: Wed, 11 Aug 2004 09:39:21 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17404304V35108L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your e-mail. I understand from your e-mail that you have not received the box to send your laptop for in-warranty service. Scott, please be assured that I am here to assist you.
Please accept my sincere apology for the earlier miscommunication.
Please be informed that as you are located outside U.S you will have to ship your laptop on your own to our service center in Dallas. You will be responsible for both way shipping and handling of the portable.
I would like to inform you that we can send service box only for the customers based in U.S.
I also see that a service order is placed for your Laptop to be serviced at your service center in Dallas. Please be informed that as you are within Limited Warranty you will not be charged for the servicing of your laptop.
Please send your laptop to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
I truly regret any inconvenience or frustration this issue may have caused. Please accept my sincere apology for the inconvenience this may have caused. I assure you that your situation is not indicative of quality of support and service that Gateway provides to its customer.
We realize the key to our success lies in providing outstanding client satisfaction. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Savio
Badge GWSB283
Online Customer Support Team
Gateway
Please, Ian. Resolve this issue. I have asked repeatedly for help and have also asked repeatedly to be passed on to a supervisor. Please. Don't promise to help me, just help me.
**************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 12:56 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17845594V1763L0KM)
Hello Scott,
Thank you for using Gateway's Online E-mail Support. I understand you
would like to know the service order status for your notebook. Please
accept my sincere apologies for the delays with your service order. I
will be doing my best to resolve this matter.
I extremely appreciate your patience in dealing with this matter. If I
were in your shoes, my eyeballs would have popped out of their sockets
out of frustration. After reading all the e-mails received and replied, I have finally scavenged the following information:
Customer Name: Scott Curry
Customer ID: 28548527
Model: Gateway DS 450X (ROG) notebook.
Serial Number: 0029922483
Service Request Number: 2-1716981486; 2-1803367101 (this is the current
one)
Please confirm or answer the following below. These information will be used as a basis for possible further probing.
1. Your original Order Number is 69950550. But this was the Order
Number for the service done on November 2003. [Y/N]
2. You requested that your notebook be shipped to this address once
repaired: [Y/N]
6421 Scottsville, Wichita, KS 67219
3. You received an e-mail that a (service) order has already been
placed for your notebook, and a box is supposed to arrive to send your
notebook in. You received another message regarding a placed (service)
order but that you won't be receiving a box as it is only available in
the United States, and you are in Netherlands. [Y/N]
4. Neither message referred any Order Number. [Y/N]
Note: Gateway only provides order numbers when a customer submitted his credit card information.
5. You sent your notebook on the 12th of October 2004 to this address:
[Y/N]
Gateway c/o Teleplan-Dallas
2800 West Story Road Suite 200
Irving, TX 75038
6. You sent your notebook in without submitting your credit card
information. [Y/N]
Note: Whether a notbook is in-warranty or out-of-warranty, credit card
information is needed because the customer has to pay for the shipping
box. Since this service is only available in the United States. Since
you have to send your notebook from The Netherlands, you do not have to
undergo this process.
7. How did you send your notebook in for service (i.e. UPS, postal
service, etc.)? Have you tracked your carrier on the status of this
shipment?
8. Did you write the Service Request Number on the box? Did you
attached a note stating customer information, notebook information, and
the issues you encountered with your notebook? [Y/N]
Note: These steps are highly recommended but not required. These serve as further information for speedier processing.
Scott, based on our database, our service center has not received your
notebook yet. I suggest contacting the carrier you used to send your
notebook to track its whereabouts. Again, I apologize for the
misunderstanding and delay with your service request. This current
service request number will be your tracking number.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rachel
Badge GWPE157
Online Customer Support Team
Gateway
**************************************************************
Rachel -
You're a goddess. This message is now 64 pages long. You are the first person who has given me any help at all. Again, thank you.
Here are my answers to your questions:
1. Your original Order Number is 69950550. But this was the Order
Number for the service done on November 2003. [Y/N]
I believe the answer is probably yes. I don't have an Order number on any of the emails for the last time it was repaired other than a service number, which was 2-1017575849 at the time I sent it in, and the shipment number when it was returned, which was S1501636, if that helps.
2. You requested that your notebook be shipped to this address once
repaired: [Y/N]
6421 Scottsville, Wichita, KS 67219
Yes! That is correct.
3. You received an e-mail that a (service) order has already been
placed for your notebook, and a box is supposed to arrive to send your
notebook in. You received another message regarding a placed (service)
order but that you won't be receiving a box as it is only available in
the United States, and you are in Netherlands. [Y/N]
Yes! That is also correct.
4. Neither message referred any Order Number. [Y/N]
Correct.
Note: Gateway only provides order numbers when a customer submitted his
credit card information.
Aha! Thanks for that piece of information. It's very useful.
5. You sent your notebook on the 12th of October 2004 to this address:
[Y/N]
Gateway c/o Teleplan-Dallas
2800 West Story Road Suite 200
Irving, TX 75038
6. You sent your notebook in without submitting your credit card
information. [Y/N]
Correct.
Note: Whether a notbook is in-warranty or out-of-warranty, credit card
information is needed because the customer has to pay for the shipping
box. Since this service is only available in the United States. Since
you have to send your notebook from The Netherlands, you do not have to
undergo this process.
Ah - so that explains why I have no order number, then. Again, thank you.
7. How did you send your notebook in for service (i.e. UPS, postal
service, etc.)? Have you tracked your carrier on the status of this
shipment?
I sent it in via the postal service here in The Netherlands. I have talked with the postal service, and they stated I should talk with Gateway. They could find nothing to cause them to think it had not reached the destination.
8. Did you write the Service Request Number on the box? Did you
attached a note stating customer information, notebook information, and
the issues you encountered with your notebook? [Y/N]
Note: These steps are highly recommended but not required. These serve
as further information for speedier processing.
No. I wasn't instructed to do that. However, I did enclose a note explaining the customer information, notebook information, the issues encountered with the notebook and also the service request number I had at the time. I have a copy of the letter, itf that would later prove helpful.
Again, thank you for your help. You are right, this has been a most exhausting and frustrating experience. I don't understand why it has taken so long to find someone who has been able to answer some of my questions, but I hope that now that a little light has been shed, we will be able to find the notebook.
Yours,
Scott
*****************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 2:28 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17845785V7249L0KM)
Hello ,
Thank you for using Gateway's Online E-mail Support.
I understand that you would like to express your gratitude for the
assistance that you received. I am pleased to hear of your satisfaction with your Gateway computer and the exceptional service you received from our Technical Support Department.
Gateway is a full service and support organization that realizes the key to success lies in providing outstanding customer satisfaction. It is
feedback from customers that helps to evaluate our performance.
Thanks again, for writing and letting us know of your experiences with
our company. Customers such as you make all our efforts worthwhile. We are grateful for your continued support.
Thank you.
Online Customer Support Team
Gateway
**************************************************************
Hello,
Excuse me? It takes 70 pages to print out the text of these emails between Gateway's support staff and myself. The problem I initially wrote about is not yet resolved. And you heard of my satisfaction with my Gateway computer and the exceptional service I received from your Technical Support Department?
May I inquire as to what insane asylum the person you heard this from was residing?
As always,
Scott
**********************************************************************
2-1716981486 Jonathan, Badge GWSB187
2-1716981486 Rami, Badge GWSB008
2-1716981486 Rami, Badge GWSB008
2-1716981486 Savio, Badge GWSB283
2-1716981486 Jenny, Badge GWSB196
2-1716981486 Eric, Badge GWSB079
2-1716981486 Eric, Badge GWSB079
2-1716981486 Jack, Badge GWSB089
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1800872703 Bob, Badge GWPC074
2-1716981486 Jerel, Badge GWPC033
22 Oct 2004 05:55:53 PM, Rick_GWPR146 created an incident named Scott Curry.
2-1716981486 Jerel, Badge GWPC033
2-1802396357 Keith, Badge GWPC026
2-1716981486 Wayne, Badge GWPE129
2-1803367101 Caleb, Badge GWPE114
2-1199401852 Mary, Badge GWPC002
2-1199401852 Wes, Badge GWPC011
2-1803432437 Mary, Badge GWPC002
2-1803367101 Howard, Badge GWPC088
2-1803367101 Anthony, Badge GWPE152
2-1803980409 Rick, Badge GWPC083
2-1804021201 Vincent, Badge GWPC034
(No SRN given) Iris, Badge GWPC070
2-1804197404 Ian, Badge GWPC069
2-1803367101 Rachel, Badge GWPE157
MORE
It all started simply enough . . .
********************************************************
Original Message Follows:
General Customer Service Questions
Home Phone: 01131302145750
work_phone:
Subject: Gateway Technical Support Questions AA1
System Type: Portable
Purchase Location: I called Gateway
Commodity: Entire System
Operating System: Windows XP Home
Common Question: Please choose a category
problem_system: no
Email Address: scott@scottcurry.net
First Name: Scott
Last Name: Curry
Serial Number: 0029922483
CustomerID: 28548527
Order:
System Category: Computers
System Model: Notebook Computers
Message Body: My computer requires repair. At this point it will no longer even turn on.
Service request number 2-1716981486. I live in The Netherlands and will not be returning to the U.S. I contacted US tech support and after quite some time was referred to support here in The Netherlands and told they would repair my laptop.
Netherlands tech support referred me to UK tech support in England (Teleplan UK). UK tech support won't work on my machine because it's an American machine and my Client ID doesn't work here. Further, they stated they frequently can no longer get parts here so I should contact the US to get my computer problems resolved. My warranty is good until 2009.
I am tiring of spending time and money on long distance calls only to have blame put from one gateway agent to another. Please honor my warranty and inform me, in direct and unambiguous terms, where I may ship the under-warranty product to get it fixed in the fastest possible manner.
Please advise.
-------------------------
-- Original Message --
Date: Fri, 06 Aug 2004 04:51:28 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17377519V85767L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
I apologize for the inconvenience this has caused.
From your e-mail, I understand that you are not able to turn on the portable. Furthermore, you are frustrated on the issue of being routed from one country to another to resolve the current issue.
Scott, I realize your concern with the current issue. Please be assured that Gateway is a service and support-oriented company that believes the key to our success lies in providing outstanding client satisfaction.
We are constantly striving to improve the quality of both our products and our services.
Feedback from our clients aids us in achieving this goal. We apologize for the frustrations you may have experienced in your dealings with us up to this point. We're sure that before you purchased from Gateway you shopped around for the best value.
Our clients have made us a leader in the industry, and our reputation is very important to us. Please understand that even though you have experienced problems, it is not a common occurrence within our company. We pride ourselves on the quality and reliability of our products, and we make every effort to solve any problems our clients may experience in the most expedient way possible.
If you have purchased this computer from United States, then in order to resolve your issue, I will need to arrange for the computer to be serviced. Once I enter the order, I will reply to your e-mail address with documentation. When the computer is received in our service department, they will perform the repairs, and send it back to you.
To arrange this, I will need the following information:
1. Gateway Customer ID. 28548527
2. Original order number for this computer. 69950550
3. Original serial number for this computer (usually, it's on the bottom of the computer on a white sticker with a bar code on it. It may start with a zero or possibly three zeros, no letters). 0029922483
4. The address and contact name to which we will return the computer, including the telephone number at this address.
Scott Curry
Oudenoord 371
3513 EP
Utrecht
The Netherlands
phone:(011) (31) (30) 214-5750
5. The phone number at which the service department can contact you. phone:(011) (31) (30) 214-5750
6. Please provide the any system passwords for the computer. None
7. It may be necessary to format the hard drive to resolve the issue.
May we do that if needed without contacting you? No
Once we receive this information, we will process the service order.
Please note that you need to bear the shipping and handling charges to ship the portable to Gateway. Once the portable is serviced, we will send the portable back to you. Gateway will bear all the shipping and handling charges while returning the portable to you.
The approximate charge for shipping your portable from Netherlands to Gateway Service Center in United States will be $69.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jonathan
Badge GWSB187
Online Customer Support Team
Gateway
***************************************************************
Jonathon,
Although I believe you could have found much of the information you have requested through checking info. contained in service request number 2-1716981486, or in the alternative from a closer reading of my initial email, please find that I have also inserted the requested information into the text of your message, below [above on this copy]. If you have any further questions or concerns, please do not hesitate to contact me.
***********************************************************************
-- Original Message --
Date: Fri, 06 Aug 2004 05:41:33 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17377593V88818L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, to place service order for the portable we will need information in the following order:
Home address
City
State
Zip code
Country
Please get back to us with the above details.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rami
Badge GWSB008
Online Customer Support Team
Gateway
Original Message Follows:
-------------------------
Rami –
So sorry. I thought you would like the shipping information in the way the postal authorities require it. I did not understand that you at Gateway believe your order is superior.
Home address: Oudenoord 371
City: Utrecht
State: This is not the US, we have no states here, so I don't know how you're going to get around this one. Perhaps you can ask a supervisor?
Zip code: We have no zip code. We have a postal code, but it does not gohere. However, the postal code is: 3513 EP
Country: The Netherlands
Thanks (?),
Scott
************************************************************************
-- Original Message --
Date: Fri, 06 Aug 2004 06:17:29 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17377661V90971L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, thank you for providing the requested information. An order has been placed to have your computer serviced at our Service Center in Dallas, TX. The Service Request Number that documents your issues in our issue tracking database can be found at the bottom of this message.You will receive your shipping box within 1 to 2 business
days. The label on the box will be addressed to:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
Please note that the box you will receive will fit all portables sizes. There are gray inserts inside the box that you have to push down on. When you push down, you will see slits. The slits are hard to see without pushing down on the gray inserts. By pressing on these slits, you can expand the gray inserts as much as needed to accommodate the computer.
Note: Remove and retain any PCMCIA cards from the computer if they are not needed for the service. Please ensure that you have a complete backup of your hard drive, or the files that would be most important for you to retain, in the event that your hard disk drive is formatted.
It will be helpful if you will include a note with a description of the issue as you experienced it.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rami
Badge GWSB008
Online Customer Support Team
Gateway
************************************************************************
Hi Rami –
It's been two business days and I have received nothing yet. Is there a problem?
Thanks,
Scott
**********************************************************************
-- Original Message --
Date: Wed, 11 Aug 2004 09:39:21 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17404304V35108L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your e-mail. I understand from your e-mail that you have not received the box to send your laptop for in-warranty service. Scott, please be assured that I am here to assist you.
Please accept my sincere apology for the earlier miscommunication.
Please be informed that as you are located outside U.S you will have to ship your laptop on your own to our service center in Dallas. You will be responsible for both way shipping and handling of the portable.
I would like to inform you that we can send service box only for the customers based in U.S.
I also see that a service order is placed for your Laptop to be serviced at your service center in Dallas. Please be informed that as you are within Limited Warranty you will not be charged for the servicing of your laptop.
Please send your laptop to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
I truly regret any inconvenience or frustration this issue may have caused. Please accept my sincere apology for the inconvenience this may have caused. I assure you that your situation is not indicative of quality of support and service that Gateway provides to its customer.
We realize the key to our success lies in providing outstanding client satisfaction. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Savio
Badge GWSB283
Online Customer Support Team
Gateway
***********************************************************************
My Dear Savio:
Have you any idea how tired I have become of Gateway's multiple apologies, all starting by telling me to please be assured that you (Gateway's agent) are here to help me? So far all information on which I have relied, given me by an agent of Gateway, has turned out to be what you refer to in this latest email as "miscommunication" by an agent of Gateway.
I have been told thus far that I would have to ship my computer to England, and that because my warranty was out of date I would have to bear all costs associated with shipping and repair. Next I was told my warranty was current and would be honored, so I would not have to pay for my computer to be fixed in England; unless parts were needed. If parts were needed I would be out of luck because Gateway no longer provides parts to Europe. I was later told to bypass England completely and ship my computer instead to Dallas and that although I would have to pay shipping there, Gateway would, of course, pay return shipping and that the repair would, of course, be covered by my warranty. Next I was told that I would be receiving a box within two business days for shipping both ways.
Now, after inquiring whether there was a problem because the deadline you had given yourselves had passed, I'm told the latest email I relied on was also incorrect and that I can't rely on it, either. It was simply a "miscommunication."
Do you honestly expect me to rely on the information relayed in your latest communication? How do I know that as soon as I ship my computer to the U.S.I will not receive another email from someone at Gateway telling me that they are oh so sorry for the miscommunication, but because I relied on information given by an agent of the company and the information I relied on was incorrect yet again and that, well, I can't even imagine what you're going to come up with next.
As I stated at the start of this email, I'm tired of playing what seems to be some kind of bizarre game that has no solid rules with the agents of Gateway. Any reasonable person, after looking through the emails and notes assoiciated with Service Request Number 2-1716981486 would surely agree that I have been more than patient and have been put in an untenable situation that has gone on for too long.
In order to bring an end to this extremely annoying chain of events created by Gateway's agents, please send me a box, as you earlier offered in writing and as I accepted, shipping prepaid, in which I may send my computer to you. Once you receive my computer, please honor your warranty and repair it at no cost to me.
Thank you,
Scott Curry
***********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 05:49:56 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17409293V7789L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, I realize your concern with the issue. I would have reacted in a similar fashion, have I been in your position. However, please try to understand that we are bound to follow the practices and policies of the company and it renders us helpless in case.
I understand that you are not sure about the information provided by our technicians. You are confused because of the different information provided by our technicians.
Scott, I apologize for the inconvenience this has caused. I have checked the system information and I see the service order for the portable has already been set up. Please note that the service will be done under warranty. You will not be charged for the service. But as you are located outside U.S you will have to ship your portable on your own to our service center in Dallas.
As informed in the earlier correspondence, you will be responsible for both way shipping and handling of the portable. Please note that we will not be able to send service box to the customers based outsideU.S.
Please send your portable to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
Once again, please accept my sincere apologies for the inconvenience caused to you. I can assure you that we do our best to provide top of the line quality assistance to our customers, and when such is not the case, we want to do anything we can to resolve the issue. I assure you that your situation is not indicative of the quality service Gateway is capable of providing. I sincerely appreciate your taking the time to share your experience with us. Your comments are very important to us and will assist in making improvements. We are constantly striving to improve the quality of both our products and our services. Feedback from our customers aids us in achieving this goal.
We hope you will give us the opportunity to serve you again in the way you deserve.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jenny
Badge GWSB196
Online Customer Support Team
Gateway
************************************************************************
Hello Jenny,
Thank you for your reply.
Jenny, I realize your concern with the issue. I would have reacted in a similar fashion, had I been in your position. However, please try to understand that because I am an attorney, I am bound to follow the practices and policies of the law.
In this case, I believe the law supercedes "the practices and policies of the company" and renders you obligated, rather than "helpless."
I'm glad you understand that your agents have made me unsure because of the information they provided. And yes, I had been confused because of the different information provided by your technicians. However, once your employee offered, in writing, to provide me with the box for shipping, I accepted the offer. That created a contract, one as binding as the warranty that your company at first refused to honor. I await shipment of the box.
Yours sincerely,
Scott Curry
*******************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 07:04:13 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17409467V12150L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
I apologize for any misunderstanding. I can understand that you were confused by our technicians by providing the different information.
However, please note that Gateway does not ship a shipping box to the customers located outside of U.S. We could have sent you, if the you were located in U.S. As you were informed earlier, I would once again inform that you will need to ship the computer to our service center by your own means.
Once again, I apologize and truly regret any inconvenience or frustration this matter may have caused. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Thank you.
Eric
Badge GWSB079
Online Customer Support Team
Gateway
********************************************************************
Hello Eric,
I also apologize for any misunderstanding. I can understand that unless you were trained in contract law you may have been confused by my last email. However, as I stated previously, please note that upon my acceptance of an offer by an agent of Gateway to provide a box for shipping my computer, Gateway entered into a binding contract with me.
If you review past telephone calls and correspondence, you will see that after I had received an unbelievable amount of conflicting and incorrect information from agents of Gateway, an agent who clearly knew that I resided outside the United States apologized for the handling of this matter and offered to provide a pre-addressed box for shipping. I accepted his offer and then contacted Gateway after the time he quoted had passed for timely shipping of the box to me. If you have lost these emails, please inform me and I will provide them for your perusal.
The correspondence I have undertaken with the agents of Gateway is lengthy and well documented on my end. I would ask, if you have any doubt regarding the strength of my legal position, that you forward this email to your legal department and have them contact me directly.
Thanks,
Scott Curry
********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 08:30:56 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17409788V17416L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for using Gateway's Online E-mail Support.
Scott, we apologize for the inconvenience caused to you. As per your email, it seems that you want the box for shipping the portable to Dallas for service.
Scott, as given in the previous email, Gateway do not ship the box for the portable outside US. We apologize for the miscommunication from our part.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jack
Badge GWSB089
Online Customer Support Team
Gateway
*********************************************************************
Dear Jack -
This is a situation which should be easily resolved.
I have asked nicely for you to please contact your legal department if you do not understand contract law. Therefore, I take it that you either understand contract law or you are refusing to put me in contact with your legal team. Before I take further action, could you please clarify as to which of the above two possibilities is correct?
Thank you,
Scott Curry
*********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 10:01:25 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17410297V22810L0KM)
From: Gateway email.gateway@gateway.com
Reply-To: Gateway email.gateway@gateway.com
Hello Scott,
Scott, I once again apologize for the inconvenience caused to you due to this issue. We accept that it was a mistake from our part. However, as informed to you in the earlier e-mails that we are not able to send the box outside of US. In this case you need to handle the two way shipping and handling charges for the Portable.
I understand that you have questions regarding the limited warranty agreement. Please click on the following Internet address to get information on your Gateway Limited Warranty. Please note that you will need to choose Business or Consumer at this link to be taken to your specific system line:
http://www.gateway.com/about/legal/warranty.shtml
Scott, I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Justin
Badge GWSB311
Online Customer Support Team
Gateway
-------------------------
Hello Justin –
Please stop apologizing. Surely you understand that we have moved beyond the place where an apology is needed or helpful. There is also no need to continue stating the obvious, that you made an error. We all understand that.
What you have not done is provided me with the information I now require to help bring this matter to a close. You know from my previous emails that I am an attorney and have requested it might be in your best interest to connect me directly with your legal department to negotiate a close to this persisting problem.
I will once again ask: Are you competent to understand contract law and negotiate a settlement for the contract you have breached or are you simply refusing to put me in touch with your legal department? Assuming that you have not been naïve enough to ignore sending this to your legal department, can you instruct me as to why you might possibly believe my acceptance of Rami's offer did not constitute a contract on which you must perform?
Sincerely,
Scott Curry
**********************************************************************
Date: Thu, 12 Aug 2004 11:36:03 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions
AA1(SR#2-1716981486)
(KMM17410982V28453L0KM)
From: Gateway email.gateway@gateway.com
Reply-To: Gateway email.gateway@gateway.com
Hello Scott,
Scott, I sincerely regret that you are not satisfied with the support that you have received for this issue. I can not connect you to our Legal Department as they do not handle this technical issues. As informed to you in the earlier e-mail that you need to handle the two way shipping and handling charges if you wish to get the PC serviced as we can not send you the box.
Scott, I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Justin
Badge GWSB311
Online Customer Support Team
Gateway
************************************************************************
Hello Justin:
Apparently you refuse to understand that this is no longer a technical issue.
This has become a legal issue and I am becoming increasingly frustrated with your preventing me from trying to settle this issue with your legal counsel. Either inform me of how I may contact your legal counsel or have them contact me directly.
I am sorry to have to actually state that you have finally reached the limits of my tolerance and patience. Please understand that any further apologies or emails from Gateway regarding this matter that neither provide information on how to reach your legal department nor are from your legal department will be considered harassment and I will take all appropriate action on receipt of same.
Thank you for your assistance in this matter,
Scott Curry
***********************************************************************
-- Original Message --
Date: Thu, 12 Aug 2004 13:14:33 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17411610V34449L0KM)
From: Gateway email.gateway@gateway.com
Reply-To: Gateway email.gateway@gateway.com
Hello Scott,
Scott, as informed to you in the earlier, I can not connect you to our Legal Department. If you wish I can help you to resolve this issue by setting up an service for your Portable but in this case you need to handle the two way shipping and handling cost.
However, if you wish to file a lawsuit then you need to take the Limited Warranty to the attorneys office. You can click on the following Internet address to get information on your Gateway Limited Warranty.
Please note that you will need to choose Business or Consumer at this link to be taken to your specific system line:
http://www.gateway.com/about/legal/warranty.shtml
If you wish to file a lawsuit then you can submit the appropriate paper work.
Scott, I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Justin
Badge GWSB311
Online Customer Support Team
Gateway
*******************************************************************
Hello Justin -
Your email made me smile. I'm tempted to have you cited for harassment given that your last email was in direct violation of my written warning, but you still don't understand that I am an attorney, do you? Or that the office you would have me take the limited warranty to would be my own. Handy that. But then again, you also still don't understand that it's not the limited warranty that I would be suing on, it's the explicit written contact which Rami, an agent of Gateway, made with me.
Actually, I've just finally put it together that none of you I've been emailing really speak very much English, as this is all probably outsourced somewhere where English is not your native language, and you don't understand much of anything I'm saying.
Anyway, thanks for you time. Although you weren't very helpful, I understand that you're just trying to do a job and put food on your table, so although I don't care much for your corporate employer, I don't have any hard feelings towards you.
Best of luck,
Scott
The preceeding email message is in no way a waiver of any rights I have accrued through any contracts, implicit or otherwise, entered into with any agent{s} of Gateway or their subsidiaries, or agents or employees of companies hired by Gateway.
****************************************************
[I paid postage and insurance costs and shipped the computer for repairs, from The Netherlands, in a box of my own, on October 12, 2004.]
October 21, 2004
Can you please confirm that my laptop has arrived in Dallas For repairs?
I also wanted to reconfirm that once repaired it will be shipped to me at BLAH BLAH BLAH, Wichita, KS 672__, rather than to my address in The Netherlands.
Thanks,
Scott
************************************************************************ *****************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Thursday, October 21, 2004 6:45 PM
To: Scott Curry Subject: RE: Service order 2-1716981486 (KMM17828247V77078L0KM)
Hello Scott,
Thank you for your e-mail. I see that you want to confirm if your portable has been delivered for repair in our repair center in Dallas and you want to reconfirm the ship to address of the laptop once it is already repaired. Brian, I have been unable to locate your order with the information provided. Please provide your Order Number, Customer ID, phone number given when placing the order, and Tracking or Shipping number of the package.
I have documented this correspondence in Service Request Number 2-1800872703 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Bob Badge GWPC074
************************************************************************
Hello Bob,
My name is Scott, not Brian. You response concerns me. I think you confused your response to me with a response to someone else. Your first sentence is appropriate to my situation, however, the rest of your message leads me to believe you think I have ordered something from you. Please read carefully. This is NOT an order. This is an authorized repair.
I was not given an order number, I was given a service request number and, after many emails, was told to ship my computer to Dallas for repair under my extended warranty, which I did. My phone number, although you have not once used it and even though it has appeared at the bottom of every single one of the over 30 emails I have written and responded to concerning this computer, is +31 (0) 30 214 5750. (From the US, that is dialed 011 31 30 214 5750.) If what you are asking for is the original order number for the computer when I first bought it, and the rest of the information asked for and sent in the third email regarding this, my customer ID is 28548527. My original order number was 69950550. The package was shipped from The Netherlands, not the US. The "Worldpack Special verzendbewijs Uw barcodenummer" [proof of postage receipt] on the package is CC 82822170 1 NL. As I've stated before, I've removed the passwords for repair, and I have not given authorization to reformat the hard drive during repair. You've asked me to respond directly to your email, so I have. The old service request number is still in the subject, above. I've left your last response below so you can see the new service request number you've provided, below.
Please respond.
************************************************************************ *****************************
----------
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Thursday, October 21, 2004 6:59 AM
To: Scott Curry Subject: Re: Service order 2-1716981486 (KMM17826124V34710L0KM)
Hello Scott,
I apologize for any misunderstanding.
I see that you want to check on your computer that was sent in for service. I will gladly assist you in this matter.
Scott, I have checked the service request number 2-1716981486 in our records and it showed that our service center is still waiting for your computer. However, if you can please give us the tracking number of the computer you sent, we can look in to this matter. Your reply would be highly appreciated.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jerel Badge GWPC033 Online Customer Support Team Gateway
************************************************************************
Hello Jerel,
Apology accepted, but I do wish there weren't so many "misunderstandings" with Gateway customer service. If you would actually read the emails I send, you would find that generally the information you ask for has already been sent.
As I stated below, in The Netherlands, where I shipped my laptop from, the only thing which might be equivalent to a tracking number is the "Worldpack Special verzendbewijs Uw barcodenummer" [proof of postage receipt]. That number is CC 82822170 1 NL.
Also, since you state that I am to use Service request number 2-1800872703 in the future, has service request number 2-1800872703 now been merged into the original Service request order 2-171698146?
Thanks,
Scott
********************************************************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Friday, October 22, 2004 3:53 PM
To: Scott Curry Subject: RE: Service order 2-1716981486 (KMM17833039V53094L0KM)
Hello Scott,
Thank you for your e-mail.
I understand that you want to check the status of your computer that was sent in for service. I will do my best to help you.
Scott, I have in our records more thoroughly and it showed that the Dallas service center is still waiting for your computer. And I checked the service order you have and it showed that the proposed repair of your computer is canceled. This may be caused by sending us your computer without using the service box and the computer is out of warranty.
Scott, please be informed that if your computer is out of warranty and was sent in for service, you may have to pay for the repair cost.
Only after you submitted a valid method of payment and authorized to be charge for the amount to be service, then we can process the service of your computer. In order to do that, we need a valid method of payment. Please use the link below to submit the information. Please make sure that all information is correct. Here are a few tips to remember when entering your credit card information:
1. Make sure that your billing address is correct. The billing address will be the address where the credit card statement is sent. If it is not the same as your shipping address, make sure both addresses are entered.
2. Make sure you have the right type of card selected, and the name on your credit card matches the name you submitted.
3. Make sure your credit card number is only 16 digits long.
4. Your CID will only be 3 to 4 digits long. Make sure you are providing the right number. Click the "Need help finding your Credit Card ID?" link underneath this entry for more information on identifying this number.
In addition, verify that the Customer ID and Service Request Number you are using match the ones provided in this e-mail exchange. This information can be submitted at:
https://support.gateway.com/support/contact/contact_ccinfo.asp?srn =2- 1716981486&cusid=28548527 This submission will overwrite your previous information so you will not have two different entries available. Again, please let us know when you have resubmitted the information as soon as possible, and we will proceed with the order process.
Scott, I used the service request number 2-1716981486 because this service request number is for the checking the status of your computer. The service request number 2-1800872703 is used for the previous correspondence of our agent because that correspondence was about general information. I hope that this clears the confusion about the service request number we used.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Jerel Badge GWPC033 Online Customer Support Team Gateway
********************************
Dear Jerel –
I am becoming very weary of this. My computer is not out of warranty. If you will kindly check your records, you will see that it does not expire until 2009. Will you please explain why you did not check this before you wrote to me and thus wasted yet more of my time?
And can you please write to me again and tell me what it is you are now asking from me since my warranty is still valid? If you are not competent to do this, could you please refer me to someone who is? I really feel that Gateway has wasted far too much of my time in doing what it can to slow this process down. Why do you not simply honor the warranty?
I'm sure that by asking for my credit card information before first checking to see that my warranty is still valid you are not trying to steal money from me, but can you understand why a less trusting person might think this?
Please respond.
Scott
**********************************************************
Jered –
Could you please give me the telephone number of someone I can speak to about this? I'm sorry, but I have lost my patience. I bought an extended warranty when I purchased the computer. I have emails from Gateway specifically stating that my warranty is still valid, and when I check your webpage, it states the same. I also have emails authorizing repair. You state now that maybe it's because I don't have a "service box?" If you check the emails, you'll see that you offered one to me, then said you couldn't send me one because I live outside the country. You stated that I must mail the insured computer in myself, at my expense. You stated that I would have to pay shipping out of the USA, but you would pay for it in the USA.
On advice of counsel, I have every one of your instructions. Now, once the computer is already in the mail, you want my credit card information?
I have never had to give this information to Gateway before when I've had my computer repaired. I respectfully request the phone number of someone who is in a management position and has the ability to help me resolve this unendingnightmare. I will gladly pay for an overseas call if that is what it is going to take to find the underlying cause of this unending saga and resolve the problem.
Thank you, Scott
*****************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Friday, October 22, 2004 3:53 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17833039V53094L0KM)
Hello Scott,
Thank you for your e-mail. I understand that you want to check on the status of your computer which was sent for service. First, in behalf of Gateway, I would like to offer my apologies for the misunderstanding. I have already checked your account as well as your warranties, and it shows that you are still entitled to avail all of those free services.
Scott, I have forwarded your concern to appropriate department, your concern will be dealt immmediately.
Thank you for your patience and understanding in this regard.
I have documented this correspondence in Service Request Number 2-1802396357 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Keith
Badge GWPC026
Online Customer Support Team
Gateway
************************************************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Friday, October 22, 2004 11:15 PM
To: Scott Curry Subject: RE: Service order 2-1716981486 (KMM17835877V79577L0KM)
Hello Scott,
Thank you for using Gateway's Online E-mail Support. I understand that you would like to speak to a manager. Please understand that I am more than qualified to assist you. I am empowered to assist all of our clients in every situation. If you feel that your issue(s) were not handled appropriately once I have provided assistance, or if it is an issue that I am not able to assist you with, then I will ask for management assistance or provide you with the e-mail address of my supervisor. However, I hope you will give me the opportunity to provide the level of support you deserve. I am here to help.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this issue.
Thank you.
Wayne Badge GWPE129 Online Customer Support Team Gateway
********************************************
Original Message Follows:
-------------------------
Wayne -
I'm sorry, but your message neither comforts nor helps me. Will *you* please understand that if you were qualified to help me, you would have followed the trail of emails that have asked questions that I have answered, and you would have helped me? You have all the information you need. Instead, what you have done is stated that you will be happy to
help me and then done nothing. Sorry Wayne, but that's not helpful.
I have a valid warranty, service has been authorized, then cancelled.I'm told one minute that everything is ok, the next I get an email from you saying you'll be willing to help. I'm told I have to provide credit card authorizations for something that would be covered by my warranty if I had a warranty, but I don't have a warranty, so I must provide you with my credit card details. Then I get another email telling me that, sorry, little mistake, my warranty is good.
What is going on with you people? All I want is to find out where my computer is and make sure it gets to the right place once it's fixed. By reading my last email, you have had the opportunity to help me. By not reading all of my emails, you have failed to provide me with assistance.
Therefore, I once again ask to speak with a manager, and I once more ask, very politely, to do it by phone. The email solution Gateway supposedly provides has not worked and my patience is gone. The quantity of correspondence and multitude of Gateway customer service persons with whom I have dealt in the last 3 months would certainly try the patience of any reasonable person by any standard imaginable.
If you are empowered to help me, as you state, please, for the love of God, I beg you, PLEASE provide me with the phone number of someone who is actually willing to either read the last 40 pages of emails I have written trying to resolve the issues I have (including the majority which are not attached to this particular email), or pass this email along to someone who can provide me with a manager's phone number. I do not have the time that writing emails that are not read demands.
Very simply put, allow me to speak by phone to a manager. If you are not empowered to do that, pass this email to someone who is.
Please.
****************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Saturday, October 23, 2004 9:36 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17837820V16943L0KM)
Hello Scott,
I apologize for the inconvenience this has caused. I understand that you are having certain issues with your notebook system and would like to send it ibn for service. I am willingly to help you on this matter.
Please do have the patience with me in discussing whatever the issue is. I am taking ownership of your e-mail so as to accommodate the repair of your system.
In order to resolve your issue, I will need to arrange for the computer to be serviced. Once I enter the order, I will reply to your e-mail address with documentation. When the computer is received in our service department, they will perform the repairs, and send it back to you. To arrange this, I will need the following information:
1. Gateway Customer ID.
2. Original order number for this computer.
3. Original serial number for this computer (usually, its on the
bottom of the computer on a white sticker with a bar code on it. It
may start with a zero or possibly three zeros, no letters).
4. The address and contact name to which we will return the computer,
including the telephone number at this address.
5. The phone number at which the service department can contact you.
6. Please provide the any system passwords for the computer.
7. It may be necessary to format the hard drive to resolve the issue.
May we do that if needed without contacting you?
Once we receive this information, we will process the service order.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this
number in the future if you need to contact us again regarding this
issue.
Please reply to this message if you require further assistance with
this issue.
Thank you.
Caleb
Badge GWPE114
Online Customer Support Team
Gateway
************************************************************************
STOP THIS!!!
I AM USING CAPS BECAUSE YOU DON'T SEEM TO BE ABLE TO READ WITHOUT THEM. STOP ASKING ME QUESTIONS I HAVE ALREADY ANSWERD MANY TIMES. IF YOU MUST HAVE THE ANSWERS AGAIN, GO TO THE BOTTOM OF THIS EMAIL AND READ UP. IT'S ALL THERE.
I HAVE ALREADY DONE EVERYTHING YOU ARE ASKING FOR MANY TIMES. I ALREADY SENT MY COMPUTER TO YOU AS INSTRUCTED. WHERE IS MY COMPUTER?
STOP SENDING ME MEANINGLESS EMAILS THIS INSTANT AND PUT ME IN CONTACT WITH A SUPERVISOR.
************************
Caleb -
I think that possibly I responded twice to your last email. Forgive me for responding yet again, but I would like to ensure my computer is either being repaired and will end up at the correct address once that is done, or figure out who is responsible for its disappearance and take corrective action as soon as possible.
I require my computer for my work, so time is of the essence.
I apologize for my lack of patience, but to show the ridiculousness of service I have obtained from Gateway so far, I have submitted with this email only the most recent correspondence. There are more emails on my laptop, but it is (hopefully) in your hands by now.
Please review the emails below [here, above]. If you think that I have not given you every bit of relevant information, or that a supervisor is not needed to resolve my complaints at this point, I would be very interested in hearing why. I do not believe that anyone should have to go what I have been put through simply to have a computer repaired - especially when that repair is under warranty and has been authorized.
Please respond with all due haste.
Scott Curry
**********************************************************************
**********************************************************************
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Saturday, October 23, 2004 5:49 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17837949V25270L0KM)
Hello Scott,
Thank you for using Gateway's Online E-mail Support. I understand you are waiting for you GATEWAY DS 450 X (ROG) with a Serial Number 0029922483 that you sent in for service with Service Request Number 2-1199401852.
Scott, please be assured that I will do my best to support you with your issue. Please accept my sincere apologies for any misunderstanding and for the delay of your computer. We do not intentionally try to make you feel that way. Our goal is to provide customer with quality, reliable products and service. However, setbacks do happen and we are sorry you are affected. We appreciate your kind understanding in this regards.
I have personally checked the status of your computer in our database and I found that your computer is already finished and will be deliver to you as soon as possible. I have provided below the tracking number.
03984667492
You can continue checking the status of your Computer in the link provided. http://track.dhl-usa.com/TrackByNbr.asp
I have documented this correspondence in Service Request Number 2-1199401852 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Mary
Badge GWPC002
Online Customer Support Team
Gateway
**********************************************************************
Thank you, Mary. I very much appreciate your response.
Sincerely,
Scott Curry
**********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Saturday, October 23, 2004 8:24 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17839460V55740L0KM)
Hello Scott,
Thank you for your reply. I understand that you would like to express your gratitude for the assistance that you received. I am pleased to hear of your satisfaction with your Gateway computer and the exceptional service you received from our Technical Support Department.
Gateway is a full service and support organization that realizes the key to success lies in providing outstanding customer satisfaction. It is feedback from customers that helps to evaluate our performance.
Thanks again, for writing and letting us know of your experiences with our company. Customers such as you make all our efforts worthwhile. We are grateful for your continued support.
Have a nice day.
I have documented this correspondence in Service Request Number 2-1199401852 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Wes
Badge GWPC011
Online Customer Support Team
Gateway
**********************************************************************
Dear Wes,
I thought that Mary had good news and that my computer had been repaired and was being sent back to me, so I thanked her for doing her job.
If you look through the emails, you will see that the service provided me by Gateway Technical Support Department has been anything but "exceptional."
And, as it turns out, I was mistaken about Mary as well. The service request number she "informed" me about, #2-1199401852, was the service request number for the last time this computer was sent in for repairs. That experience was also a nightmare. When the computer was finally returned, part of the repair was made with scotch tape. You shipped the computer back to me on November 20th of last year. I received it shortly thereafter.
This time, I sent the computer in to you for other unrelated repairs on October 12, 2004. The service request was authorized. My warranty is valid. And yet I still have no information from you as to where my computer is.
Once again, I ask that you please read through the emails below and give me the phone number of a supervisor. I am sick to death of this.
**********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 12:04 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17840162V65545L0KM)
Hello Scott,
I apologize for any misunderstanding.
Scott, I understand how you feel, please provide me the tracking
number of your computer when you sent in your computer for service.
Upon receiving your reply I will do my best to check the status of
your computer.
Please be assured that your issue is documented and will be reviewed
by the right department.
I have documented this correspondence in Service Request Number
2-1803432437 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with
this issue.
Thank you.
Mary
Badge GWPC002
Online Customer Support Team
Gateway
**********************************************************************
Mary -
This is a long email. Please read completely through it before responding. Since I was promised this would be resolved by a supervisor, (See message from Caleb, Badge GWPE114I on Friday, October 22, 2004 3:53 PM) I am assuming you are one. If you are not a supervisor stop now and send this to your supervisor. It is very complicated.
As to your request, do you understand how many documents and service request orders I have from Gateway so far relating to this issue? I am unsure of just which ones you want. Below I will enclose the names, Badges numbers and service request numbers I think may give you the information you request. Please go through them to find the information you request. There are many more emails that have been sent to me, but I don't have them all on this computer. At least as many are on the computer that was shipped to you.
I have also re-pasted two emails which state that an order was placed and that I may ship my laptop. Any line that is not preceded by a ">" is information I have placed in this particular email.
Here are the two emails that state I may ship my computer to you. Please read both, as although they give conflicting information, they both authorize repair:
-- Original Message --
Date: Fri, 06 Aug 2004 06:17:29 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17377661V90971L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your reply.
Scott, thank you for providing the requested information. An order has been placed to have your computer serviced at our Service Center in Dallas, TX. The Service Request Number that documents your issues in our issue tracking database can be found at the bottom of this message.You will receive your shipping box within 1 to 2 business
days. The label on the box will be addressed to:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
Please note that the box you will receive will fit all portables sizes. There are gray inserts inside the box that you have to push down on. When you push down, you will see slits. The slits are hard to see without pushing down on the gray inserts. By pressing on these slits, you can expand the gray inserts as much as needed to accommodate the computer.
Note: Remove and retain any PCMCIA cards from the computer if they are not needed for the service. Please ensure that you have a complete backup of your hard drive, or the files that would be most important for you to retain, in the event that your hard disk drive is formatted. It will be helpful if you will include a note with a description of the issue as you experienced it.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rami
Badge GWSB008
Online Customer Support Team
Gateway
There is also this message:
-- Original Message --
Date: Wed, 11 Aug 2004 09:39:21 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17404304V35108L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your e-mail. I understand from your e-mail that you have not received the box to send your laptop for in-warranty service. Scott, please be assured that I am here to assist you.
Please accept my sincere apology for the earlier miscommunication.
Please be informed that as you are located outside U.S you will have to ship your laptop on your own to our service center in Dallas. You will be responsible for both way shipping and handling of the portable.
I would like to inform you that we can send service box only for the customers based in U.S.
I also see that a service order is placed for your Laptop to be serviced at your service center in Dallas. Please be informed that as you are within Limited Warranty you will not be charged for the servicing of your laptop.
Please send your laptop to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
I truly regret any inconvenience or frustration this issue may have caused. Please accept my sincere apology for the inconvenience this may have caused. I assure you that your situation is not indicative of quality of support and service that Gateway provides to its customer.
We realize the key to our success lies in providing outstanding client satisfaction. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Savio
Badge GWSB283
Online Customer Support Team
Gateway
-----
As you can see, Mary, although both of these emails have inconsistent information (as is the case with almost every email I have received from Gateway), they both have authorized the repair. Although they both say there is an order, neither refer to the order number. I have never received and email stating that this authorization was revoked.
When you respond to me after reading this email, please mention that you read both of these authorization for service order emails, and also please let me know that you have researched all of the emails thus far. I suspect that far too many of my emails have not been completely read and that has led to time wasted for me and for Gateway.
Again, I would also like confrimation that I am speaking with a supervisor. I have been at this far too long and seem to write to someone new every time I raise a complaint. I have continually asked to speak to a supervisor, have been promised I would be answered by a supervisor, and I fear that thus far no supervisors are aware of my position and numerous issues. The longer this takes, the greater the chance that my laptop will never be found. Again, because I need information that is on my laptop, time is of the essence for me.
Thank you very much,
Scott
Aside from these specific two, you may review these to find relevant information:
2-1716981486 Jonathan, Badge GWSB187
2-1716981486 Rami, Badge GWSB008
2-1716981486 Rami, Badge GWSB008
2-1716981486 Savio, Badge GWSB283
2-1716981486 Jenny, Badge GWSB196
2-1716981486 Eric, Badge GWSB079
2-1716981486 Eric, Badge GWSB079
2-1716981486 Jack, Badge GWSB089
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1800872703 Bob, Badge GWPC074
2-1716981486 Jerel, Badge GWPC033
22 Oct 2004 05:55:53 PM, Rick_GWPR146 created an incident named Scott Curry.
2-1716981486 Jerel, Badge GWPC033
2-1802396357 Keith, Badge GWPC026
2-1716981486 Wayne, Badge GWPE129
2-1803367101 Caleb, Badge GWPE114
2-1199401852 Mary, Badge GWPC002
2-1199401852 Wes, Badge GWPC011
***********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 6:08 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17842518V34049L0KM)
Hello Scott Curry,
Thank you for your email. I am very sorry that you have had to wait
this long for your Laptop. I realize that it can be frustrating when
you are awaiting for the said item that was sent for service. Computers have become part of our every day life, and I understand that it is
hard to wait for the system to be fixed. However, rest assured that we are doing our best to get this part out to you.
I apologize if you feel that you have received poor service. We
appreciate your comments, and will work to improve our service for both you and all of our other customers.
I see from your message that you would like to have a manager number or
have him call you directly to discuss this matter. Please note that I am more than qualified to assist you with your issues and I will do my very best to help you. If I feel that more assistance is needed, I will
contact my Manager for assistance.
I understand that you would like to know what we will do to fix your
issue. We have checked our database and found that your request is
still under process. We do appreciate your patience in this matter, and hope that we can restore your faith in Gateway.
Please accept my apologies for any inconvenience this may have caused.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Howard
Badge GWPC088
Online Customer Support Team
Gateway
****************************************************************
Hello Howard -
I wish I could say that I thank you for your email, but if you look, you will see that the length of this email is now 30 pages long. Thirty pages of emails!!! How much time do you suppose has been wasted between me and Gateway employees? Bear in mind there have been many more emails pass between us - these are just the ones attached to this email.
At what point will you accept the fact that there is a major problem here and allow me to speak with a supervisor?
Please respond as soon as possible, and please enclose the number of a supervisor. So far each employee I have talked with has tried to assure me that they could deal with this "misunderstanding." So far not one of you has.
Please - don't pass me on to another employee. Do the right thing and GET YOUR SUPERVISOR!
Thanks.
*****************************
Hello Scott,
I am sorry about the level of service you feel you have received thus
far. I will personally make sure that I resolve your issue for you.
I understand that you would like to speak to a manager. Please
understand that I am more than qualified to assist you. I am empowered
to assist all of our clients in every situation. If you feel that your
issue(s) were not handled appropriately once I have provided assistance, or if it is an issue that I am not able to assist you with, then I will
ask for management assistance or provide you with the e-mail address of
my supervisor. However, I hope you will give me the opportunity to
provide the level of support you deserve. I am here to help.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Anthony
Badge GWPE152
Online Customer Support Team
Gateway
**********************************************************************
Hello Anthony -
Seems like I've written this before... I'll now add your name to the ever growing list of people who write once then pass me on to someone else.
I wish I could say that I thank you for your email, but if you look, you will see that the length of this email is now over 30 pages long. Thirty pages of emails!!! How much time do you suppose has been wasted between me and Gateway employees? Bear in mind there have been many more emails pass between us - these are just the ones attached to this email.
At what point will you accept the fact that there is a major problem here and allow me to speak with a supervisor?
Please respond as soon as possible, and please enclose the number of a supervisor. So far each employee I have talked with has tried to assure me that they could deal with this "misunderstanding." So far not one of you has.
Please - don't pass me on to another employee. Do the right thing and GET YOUR SUPERVISOR!
Thanks.
********************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 8:32 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17843100V42726L0KM)
Hello Scott,
Thank you for your e-mail.
I understand that you would like to speak to a manager. Please
understand that I am more than qualified to assist you. I am empowered
to assist all of our clients in every situation. If you feel that your
issue(s) were not handled appropriately once I have provided assistance, or if it is an issue that I am not able to assist you with, then I will
ask for management assistance or provide you with the e-mail address of
my supervisor. However, I hope you will give me the opportunity to
provide the level of support you deserve. I am here to help.
Scott it will be easier for me to process your issue if your going to
provide me the order number of your computer.
I have documented this correspondence in Service Request Number
2-1803980409 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rick
Badge GWPC083
Online Customer Support Team
Gateway
****************************************************************
Rick -
If you are qualified to help me, you will have read the 39 pages of emails that are enclosed in this email. Some of them go back to August. If you have not already done so, do so now. I just can't go through this again with one more person.
If you can't or are unwilling, then please send this on to a supervisor.
You have a nice day now,
Scott
****************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Sunday, October 24, 2004 10:09 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17843251V44955L0KM)
Hello Scott,
I apologize for the inconvenience this has caused. I understand that you want to inquire about the status of your item. I will do my best to
assist you in this matter. Please understand that you have accessed
Gateway's Online Email Support. Our corresponding will be limited to the realm of writing. May I ask then for more extension of your patience
which I know you been put to a difficult situation right now.
Based on the Service Requests that you've provided, I understand
that your order was requested (Order Number:81187156) last July 29,2003. Scott, I have been unable to locate the latest order and request with
the information you've provided. Please provide your Order Number and
delivery address of the said order. I advise you to contact Gateway's
Toll free number for inquiries about International Shipping issues and
mis-ship incidents , your Sales representative ASAP for shipping
verification. I also suggest for you to talk to the persons who also
shares your billing account.
Gateway Toll free number:
Direct Phone #: 800-846-2000
Hours: 24 hours a day, 7 days a week
Thank you for your understanding in this matter.
I have documented this correspondence in Service Request Number
2-1804021201 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Vincent
Badge GWPC034
Online Customer Support Team
Gateway
******************************************************************
Vincent -
You state you will do your best to assist me. OK. Call me a sucker, but I almost believe you. Almost. So indulge me here for a minute. If you, Vincent, and not someone else write me back and assure me that it's just going to be you I deal with and I won't have to give anyone else the same information again that I will give to you, and therefore I won't have to write and read another 44 pages of emails because no one in your service department is willing to wade through so much correspondence to find the answers to their questions themselves, well then, I will pick out the emails you need and send them to you, just as I did to Mary several emails ago - although I still don't understand why you don't just do that yourself instead of making me do it. After all, I paid for this service with my extended warranty, didn't I?
Also, I have to ask you something Everyone (and by everyone, I mean
Jonathan, Badge GWSB187; Rami, Badge GWSB008; Rami, Badge GWSB008; Savio, Badge GWSB283; Jenny, Badge GWSB196; Eric, Badge GWSB079; Eric, Badge GWSB079; Jack, Badge GWSB089; Justin, Badge GWSB311; Justin, Badge GWSB311; Justin, Badge GWSB311; Bob, Badge GWPC074; Jerel, Badge GWPC033; Rick_GWPR146; Jerel, Badge GWPC033; Keith, Badge GWPC026; Wayne, Badge GWPE129; Caleb, Badge GWPE114; Mary, Badge GWPC002; Wes, Badge GWPC011; Mary, Badge GWPC002; Howard, Badge GWPC088; Anthony, Badge GWPE152; Rick, Badge GWPC083) has said they will pass me on to a supervisor if they can't help me, but no one has ever done that, even though none of the above have been able to help me yet. (I almost thought Mary was going to help me out, but then it turned out she confused this problem with one I had over a year ago, so she must have lost interest, and well, that was the end of that.) So I am going to step out on a limb here and ask: There really are no supervisors working there, are there, Vincent? It's just a bunch of people who pass emails back and forth to each other in between coffee breaks. Am I right about this?
Seriously, though (you did catch the humor in the above paragraph, didn't you? I'm tired, so in order not to go insane I'm trying to pretend you're a friend and I like you...) I do thank you for the number you sent. What would be really nice, of course, would be if it was actually toll-free to me. Since I'm not in the US, it won't be. But that's ok. It's still like a glass of fresh water after having been adrift at sea for 10 days.
Finally, before I go, I'm very interested in this "persons who shares my billing account," as you referred to it. Who would this (or these) people be? How did someone else get on my account? That troubles me. It is supposed to be just me on my account.
So answer me back Vincent, and we'll get this thing sorted out in no time. I'm just sure of it.
Cheers,
Scott
*****************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 12:03 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17843954V55310L0KM)
Hello Scott,
Thank you for your e-mail. I really, really feel sorry for the
inconveniences it has caused you. I understand you want to know the
status of the laptop you have sent for service.
Scott, I checked our database and it shows that your service is still
covered by warranty. However, I find the status of your item is still
awaiting for the system to arrive. This means that the laptop you sent
is not yet in the service center to arrive. Please bear that as soon as the system arrive, your concern will be given the priority.
Please reply to this message if you require further assistance with this issue.
Thank you.
Iris
Badge GWPC070
Online Customer Support Team
Gateway
******************************************************************
Thank you, Iris. My computer should have arrived in Dallas by now. Will you let me know when my computer arrives in Dallas? If not, when should I inquire again about whether my computer has arrived?
----------
************************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 6:50 AM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17845198V79740L0KM)
Hello Scott,
Thank you for your e-mail. I understand that you wanted to know if your computer arrived in Dallas.
I have been unable to process your request with the information
provided. Please provide the serial number and the tracking number that was used to ship the computer to Dallas.
I have documented this correspondence in Service Request Number
2-1804197404 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Ian
Badge GWPC069
Online Customer Support Team
Gateway
********************************************************************
Hello Ian,
I already understand that my computer has not arrived in Dallas. What I asked for was when I might expect information from you, and if that was not forthcoming, when I should contact you again.
I understand you want the serial number and tracking number for the computer that I was authorized by Gateway to send to Dallas. I believe the serial number is still the same as is mentioned on the countless emails below: 0029922483.
The service request numbers and the names and badge numbers of just a few of the people I have talked with about this are as follows:
2-1716981486 Jonathan, Badge GWSB187
2-1716981486 Rami, Badge GWSB008
2-1716981486 Rami, Badge GWSB008
2-1716981486 Savio, Badge GWSB283
2-1716981486 Jenny, Badge GWSB196
2-1716981486 Eric, Badge GWSB079
2-1716981486 Eric, Badge GWSB079
2-1716981486 Jack, Badge GWSB089
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1800872703 Bob, Badge GWPC074
2-1716981486 Jerel, Badge GWPC033
22 Oct 2004 05:55:53 PM, Rick_GWPR146 created an incident named Scott Curry.
2-1716981486 Jerel, Badge GWPC033
2-1802396357 Keith, Badge GWPC026
2-1716981486 Wayne, Badge GWPE129
2-1803367101 Caleb, Badge GWPE114
2-1199401852 Mary, Badge GWPC002
2-1199401852 Wes, Badge GWPC011
2-1803432437 Mary, Badge GWPC002
2-1803367101 Howard, Badge GWPC088
2-1803367101 Anthony, Badge GWPE152
2-1803980409 Rick, Badge GWPC083
2-1804021201 Vincent, Badge GWPC034
(No SRN given) Iris, Badge GWPC070
2-1804197404 Ian, Badge GWPC069
They may have the tracking number or information that is not in the emails that I have responded to.
Although this repair was authorized (I am pating one of the several emails authorizing the repair just below) I don't know what the tracking number of the computer is.
(This is one of the emails that authorized the repair. Maybe Savio has the tracking number you would like me to provide? He sure didn't include it with this email, though, nor has anyone else, as far as I can find.)
Date: Wed, 11 Aug 2004 09:39:21 -0500
To: Scott Curry scott@scottcurry.net
Subject: Re: Gateway Technical Support Questions AA1(SR#2-1716981486) (KMM17404304V35108L0KM)
From: Email Tech emailtech@gateway.com
Reply-To: Email Tech emailtech@gateway.com
Hello Scott,
Thank you for your e-mail. I understand from your e-mail that you have not received the box to send your laptop for in-warranty service. Scott, please be assured that I am here to assist you.
Please accept my sincere apology for the earlier miscommunication.
Please be informed that as you are located outside U.S you will have to ship your laptop on your own to our service center in Dallas. You will be responsible for both way shipping and handling of the portable.
I would like to inform you that we can send service box only for the customers based in U.S.
I also see that a service order is placed for your Laptop to be serviced at your service center in Dallas. Please be informed that as you are within Limited Warranty you will not be charged for the servicing of your laptop.
Please send your laptop to the following Service Center address:
Gateway
c/o Teleplan-Dallas
2800 West Story Road
Suite 200
Irving, TX 75038
I truly regret any inconvenience or frustration this issue may have caused. Please accept my sincere apology for the inconvenience this may have caused. I assure you that your situation is not indicative of quality of support and service that Gateway provides to its customer.
We realize the key to our success lies in providing outstanding client satisfaction. We value you as our customer and your satisfaction is very important to us.
I have documented this correspondence in Service Request Number 2-1716981486 in our contact tracking database. Please use this number in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Savio
Badge GWSB283
Online Customer Support Team
Gateway
Please, Ian. Resolve this issue. I have asked repeatedly for help and have also asked repeatedly to be passed on to a supervisor. Please. Don't promise to help me, just help me.
**************************************************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 12:56 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17845594V1763L0KM)
Hello Scott,
Thank you for using Gateway's Online E-mail Support. I understand you
would like to know the service order status for your notebook. Please
accept my sincere apologies for the delays with your service order. I
will be doing my best to resolve this matter.
I extremely appreciate your patience in dealing with this matter. If I
were in your shoes, my eyeballs would have popped out of their sockets
out of frustration. After reading all the e-mails received and replied, I have finally scavenged the following information:
Customer Name: Scott Curry
Customer ID: 28548527
Model: Gateway DS 450X (ROG) notebook.
Serial Number: 0029922483
Service Request Number: 2-1716981486; 2-1803367101 (this is the current
one)
Please confirm or answer the following below. These information will be used as a basis for possible further probing.
1. Your original Order Number is 69950550. But this was the Order
Number for the service done on November 2003. [Y/N]
2. You requested that your notebook be shipped to this address once
repaired: [Y/N]
6421 Scottsville, Wichita, KS 67219
3. You received an e-mail that a (service) order has already been
placed for your notebook, and a box is supposed to arrive to send your
notebook in. You received another message regarding a placed (service)
order but that you won't be receiving a box as it is only available in
the United States, and you are in Netherlands. [Y/N]
4. Neither message referred any Order Number. [Y/N]
Note: Gateway only provides order numbers when a customer submitted his credit card information.
5. You sent your notebook on the 12th of October 2004 to this address:
[Y/N]
Gateway c/o Teleplan-Dallas
2800 West Story Road Suite 200
Irving, TX 75038
6. You sent your notebook in without submitting your credit card
information. [Y/N]
Note: Whether a notbook is in-warranty or out-of-warranty, credit card
information is needed because the customer has to pay for the shipping
box. Since this service is only available in the United States. Since
you have to send your notebook from The Netherlands, you do not have to
undergo this process.
7. How did you send your notebook in for service (i.e. UPS, postal
service, etc.)? Have you tracked your carrier on the status of this
shipment?
8. Did you write the Service Request Number on the box? Did you
attached a note stating customer information, notebook information, and
the issues you encountered with your notebook? [Y/N]
Note: These steps are highly recommended but not required. These serve as further information for speedier processing.
Scott, based on our database, our service center has not received your
notebook yet. I suggest contacting the carrier you used to send your
notebook to track its whereabouts. Again, I apologize for the
misunderstanding and delay with your service request. This current
service request number will be your tracking number.
I have documented this correspondence in Service Request Number
2-1803367101 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.
Please reply to this message if you require further assistance with this issue.
Thank you.
Rachel
Badge GWPE157
Online Customer Support Team
Gateway
**************************************************************
Rachel -
You're a goddess. This message is now 64 pages long. You are the first person who has given me any help at all. Again, thank you.
Here are my answers to your questions:
1. Your original Order Number is 69950550. But this was the Order
Number for the service done on November 2003. [Y/N]
I believe the answer is probably yes. I don't have an Order number on any of the emails for the last time it was repaired other than a service number, which was 2-1017575849 at the time I sent it in, and the shipment number when it was returned, which was S1501636, if that helps.
2. You requested that your notebook be shipped to this address once
repaired: [Y/N]
6421 Scottsville, Wichita, KS 67219
Yes! That is correct.
3. You received an e-mail that a (service) order has already been
placed for your notebook, and a box is supposed to arrive to send your
notebook in. You received another message regarding a placed (service)
order but that you won't be receiving a box as it is only available in
the United States, and you are in Netherlands. [Y/N]
Yes! That is also correct.
4. Neither message referred any Order Number. [Y/N]
Correct.
Note: Gateway only provides order numbers when a customer submitted his
credit card information.
Aha! Thanks for that piece of information. It's very useful.
5. You sent your notebook on the 12th of October 2004 to this address:
[Y/N]
Gateway c/o Teleplan-Dallas
2800 West Story Road Suite 200
Irving, TX 75038
6. You sent your notebook in without submitting your credit card
information. [Y/N]
Correct.
Note: Whether a notbook is in-warranty or out-of-warranty, credit card
information is needed because the customer has to pay for the shipping
box. Since this service is only available in the United States. Since
you have to send your notebook from The Netherlands, you do not have to
undergo this process.
Ah - so that explains why I have no order number, then. Again, thank you.
7. How did you send your notebook in for service (i.e. UPS, postal
service, etc.)? Have you tracked your carrier on the status of this
shipment?
I sent it in via the postal service here in The Netherlands. I have talked with the postal service, and they stated I should talk with Gateway. They could find nothing to cause them to think it had not reached the destination.
8. Did you write the Service Request Number on the box? Did you
attached a note stating customer information, notebook information, and
the issues you encountered with your notebook? [Y/N]
Note: These steps are highly recommended but not required. These serve
as further information for speedier processing.
No. I wasn't instructed to do that. However, I did enclose a note explaining the customer information, notebook information, the issues encountered with the notebook and also the service request number I had at the time. I have a copy of the letter, itf that would later prove helpful.
Again, thank you for your help. You are right, this has been a most exhausting and frustrating experience. I don't understand why it has taken so long to find someone who has been able to answer some of my questions, but I hope that now that a little light has been shed, we will be able to find the notebook.
Yours,
Scott
*****************************
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
Sent: Monday, October 25, 2004 2:28 PM
To: Scott Curry
Subject: RE: Service order 2-1716981486 (KMM17845785V7249L0KM)
Hello ,
Thank you for using Gateway's Online E-mail Support.
I understand that you would like to express your gratitude for the
assistance that you received. I am pleased to hear of your satisfaction with your Gateway computer and the exceptional service you received from our Technical Support Department.
Gateway is a full service and support organization that realizes the key to success lies in providing outstanding customer satisfaction. It is
feedback from customers that helps to evaluate our performance.
Thanks again, for writing and letting us know of your experiences with
our company. Customers such as you make all our efforts worthwhile. We are grateful for your continued support.
Thank you.
Online Customer Support Team
Gateway
**************************************************************
Hello,
Excuse me? It takes 70 pages to print out the text of these emails between Gateway's support staff and myself. The problem I initially wrote about is not yet resolved. And you heard of my satisfaction with my Gateway computer and the exceptional service I received from your Technical Support Department?
May I inquire as to what insane asylum the person you heard this from was residing?
As always,
Scott
**********************************************************************
2-1716981486 Jonathan, Badge GWSB187
2-1716981486 Rami, Badge GWSB008
2-1716981486 Rami, Badge GWSB008
2-1716981486 Savio, Badge GWSB283
2-1716981486 Jenny, Badge GWSB196
2-1716981486 Eric, Badge GWSB079
2-1716981486 Eric, Badge GWSB079
2-1716981486 Jack, Badge GWSB089
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1716981486 Justin, Badge GWSB311
2-1800872703 Bob, Badge GWPC074
2-1716981486 Jerel, Badge GWPC033
22 Oct 2004 05:55:53 PM, Rick_GWPR146 created an incident named Scott Curry.
2-1716981486 Jerel, Badge GWPC033
2-1802396357 Keith, Badge GWPC026
2-1716981486 Wayne, Badge GWPE129
2-1803367101 Caleb, Badge GWPE114
2-1199401852 Mary, Badge GWPC002
2-1199401852 Wes, Badge GWPC011
2-1803432437 Mary, Badge GWPC002
2-1803367101 Howard, Badge GWPC088
2-1803367101 Anthony, Badge GWPE152
2-1803980409 Rick, Badge GWPC083
2-1804021201 Vincent, Badge GWPC034
(No SRN given) Iris, Badge GWPC070
2-1804197404 Ian, Badge GWPC069
2-1803367101 Rachel, Badge GWPE157
MORE
posted by Scott at 1:48 PM
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