February 12th, 2005

pentacle

Gateway liars

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I called in mid-Jan. to check on the status of my repair and to make sure they got it. They had it and had just started looking if over. Cool.

Called again Jan. 30th. "It was due to be shipped back Monday," [of the previous week] "and should arrive anytime between now and the end of the week." Excellent! I wait until Friday, and still haven't received it.

Friday, Feb. 4th: called again, told that there's no shipping info on my file, AKA previous guy lied to me. Okay, well why don't you check and see when it's supposed to be shipped? She contacts shipping and there's no shipping order yet, it's not ready to be shipped. What's the status? It's waiting for a new video card, which should be in today, then they'll fix it and get it out to me in a week or so. I'm livid: my file was due today, but I had gotten the deadline extended one week, and now it's questionable as to whether I'll have it by THEN, either. I ask her to transfer me to a supervisor because I'm pissed and I'm going to start yelling at somebody, and I know it's not her fault that the previous guy lied to me, but I'm mad. I'm seething, but I'm not yelling or cussing at her, I'm just ready to start. I know she can't do anything and there's no point in yelling at her. She transfers me to a different tech support rep instead of a supervisor.

Same day, tech support (TS) rep George, very polite and calming. I tell him the last woman I talked to told me the part should be in today, so when will I get my computer back? He checks the file and says there's no note of when the part is due, just that my computer is "on hold." How long does the part usually take to arrive? He doesn't know. It doesn't even say what "part" they're waiting for -- a whole new motherboard or just a video card. I tell him I want to know when the part is in so I can stop calling and harassing the phone reps. He says service dispatch is closed (it was after 5:30PM by now), so I should call Monday morning (after 8AM) and ask to be transfered to service dispatch and they would tell me what was going on. He even gives me a number that would save me from dialing the standard Gateway service line that makes you go through 7 menus before you get a human being instead would get my straight to a tech support rep that could tranfer me. Sweet. I ask for his supervisor anyway, but I intended to compliment George to his boss for being so polite and calming me down. He did a great job... or so I thought.

Thursday, Feb. 10th - things had come up and I didn't call back right away because I was never free in the mornings. Plus, I figured giving them extra time would increase the likelihood that when I called I would hear, "Your computer is ready now." No dice.

Gerald (TS, 9:30AM): "we have no way to transfer you to service dispatch." ...but George told me that they could, during normal business hours. I explain the importance of my files, which are now due the very next day, and tell him I want my harddrive shipped back to me ASAP so I can have my files, I'll get the rest when it's done. He says that's impossible to get anything out to me by the next day (ever heard of overnight shipping, Gerald?), but puts me on hold for 15 minutes while he calls service dispatch. He tells me that they have promised to put a note on my file by 4PM that updates the "progress" on my computer. So, I can call back after 4PM today or anytime Friday and find out what's going on and when I'll have it back.

Friday, Feb. 11th - I decided to give them until 4PM Friday, an extra 24 hours grace period. I expect answers, this is my fourth call. Three strikes, they've lost my business. I'll never buy another Gateway, I just want my current PC back.

Mark (TS, 4PM): he informs me that nobody can directly contact service dispatch. So, Gerald lied when he said they "PROMISED" to put a note on my file by 4PM. The only way to contact service dispatch is by e-mail, and there was no outgoing e-mail from tech support to service dispatch regarding my computer. I'm livid. I tell him I want somebody to e-mail or call me as soon as the part comes in so I'll have some idea of when my computer will be shipped back. He tells me that's not allowed, they can't contact customers. A note can be put in my file and I can call back for it. I refuse because that was already offered and it didn't work. I demand to speak to a supervisor because I'm sick and tired of being lied to just to get me off the phone. He argues against giving me to a supervisor, but I held my ground until he transfered me.

Ryan (TS supervisor, 4:20PM): only customer service (CS) can contact customers. He listens to my complaints about the previous false information being provided, and tries to assure me that CS will be able to contact me with an update on my computer. He transfers me.

Scott (CS, 4:45PM): CS can't contact customers. TS supervisor Ryan said you can. "He made a mistake, we can't." Okay, tell service dispatch to contact me. "They can't do that, either." ...FINE, send me back to Ryan, he's going to figure out how to do what I need. CS can't transfer me directly to a TS supervisor, so I end up going through a TS rep again.

Jody (TS): I give her my info, she pulls up my file, and I tell her to transfer me to Ryan, I was just talking to him. She sends someone off to find him, then tries to solve the problem herself. She reads me my file as we wait and notes how it's odd that there's no diagnostic/repair info. So, they're supposedly on hold waiting for an unnamed part, but they haven't done a diagnostic. >.< She sends service dispatch a note, reading it to me as she types, explaining the situation to her understanding and telling them to call me ASAP. She then checks my contact number (nobody else ever did -- I wonder how they were going to tell service dispatch to contact me?) and mailing address to be sure it's shipped back right. She stalls a little longer, so I tell her I still want Ryan and I'm not hanging up until I talk to him. She finds him in two minutes.

Ryan again (5:10PM): you were wrong. CS says they can't contact me when the part is in, Jody is trying to get service dispatch to contact me. He says that's all wrong, CS can and service dispatch can't. We start to argue about him sending me back to CS, who just said they can't. He does it anyway.

Mary (CS, 5:15PM): I give her my info and tell her I want a supervisor. She tries to screen me out by attempting to solve the problem that 7 other people couldn't. I tell her I want somebody to contact ME when my part comes in, I'm tired of getting the run-around. She tells me they can't. I tell her they can because I've talked about this with TS supervisor, now give your supervisor! She puts me on hold. Fine, I don't care about being on hold. But, this was a comparatively long hold (15 minutes)...

Maria (CS, 5:35PM): Yes, I can call you. Eureka, problem solved! She sends service dispatch a "direct text to the supervisor" and they are required to respond within 3 business days. This is apparently the best I can get. She tells me when they respond to her message with the info, she will call me and tell me the status of my PC and estimated time of completion. If I don't hear from her by 4PM next Thursday, then call and there will be a note on my file because she told them to both contact her and add it to the file.

So, there's still a chance that I might have to call back again, but the hopes are that she'll call back first.

I am never EVER buying another Gateway. Their "service" is ridiculous. I wanted to rip the service department a new one for being so vague in the file, the TS reps for bullshitting me, and Mary the CS rep for telling me I couldn't talk to a supervisor when I asked. Plus, the parts supplier sucks for taking so damn long. A month?!? Come on, you can get my part in less than a month!
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weddingday
  • lynbug

It can lead to bad service..

Last night I went to Boston Pizza with the boyfriend Craig and his friend Keith. It's the same Boston Pizza that I had a problem with in the past, but they redeemed themselves, so I continue to go there.

The waitress was a little too much last night. She recognized my BF and I, and it was like we were long lost friends, or so she seemed to think. She was just TOO talkative with us, when we were trying to have a conversation and make plans for that night. She asked where we were going, and the guys mentioned they were going to a friend's place for a poker tournament, she gave us her life history on how she used to deal poker, her favourite game, the guys she used to deal being on tv now, etc.

We were all planning on having another drink, before getting our bill, but she came and asked if we were finished, because she would like to settle up with us. We just said "Uh, sure, ok" and settled and left.

I just felt it was really rude, she got all chummy and then basically asked if we were done yet, to convenience her.
river of dreams, journey

Wait times

Okay, this is partly my story because I was there, but it started way before I came into the picture. A friend of mine turned 23 yesterday. For his birthday, he planned a dinner at a nice Italian place with a bunch of friends. He called the restaurant at 1 in the afternoon and asked if he could make a reservation for 15 to 20 people for 7 PM. Sorry, they said, they didn't do reservations. Fine--so he and some others showed up at 6:15 and started to wait for a table. And waited. And waited. And waited. Did I mention it is February and it was cold and there was not enough room for all of us inside?

The restaurant said that they were going to seat us in a table where there was currently a party of 16 so we would need to wait until they were done. At one point we went in and asked and they said "That party is paying now" and it was still another 20 minutes. They took their sweet time, and the restaurant did not seem to have any interest in, say, trying to combine several smaller tables to accomodate a big party. It just baffles me--if there are that many of us, they should be trying to court our business by being nice to us, not jerking us around. I wonder if it had anything to do with our age--all of us are in the 22-25 age range. Maybe they assumed we would be bad tippers or something. But damn, that was uncalled for.

We finally got a table at, oh, eight-fifteen or eight-thirty. Once we were seated, we didn't have any problems to speak of -- the waiter got our checks mixed up some but that was understandable with 18 of us, and he was excellent and professional the whole time.

I swear that wherever I go the hostesses are either snotty or inconsiderate--and it sure wasn't anything I did, I wasn't even the one talking to them.

This isn't normal, is it? 2 hours for a table, even if it was Friday before V-Day?