Gateway AR230 Progressive-Scan DVD Player / Recorder
Another "Don't Buy"
In January of 2004 I bought a Gateway AR230. Within four days of getting it, it became obvious that the machine had major problems. I called their technical support number. After hearing the symptoms the tech promised to ship a replacement unit. It never arrived. After repeated promises from many Gateway employees between 6 February and 26 February, I finally called my credit card company and disputed the charge for the machine. <br />The following October, I received a letter from a collection agency hired by Gateway to extract \\"their\\" money from me for their doorstop which was, by now, stored on a shelf in my basement. On the advice of my attorney I sent this letter to the agency by certified mail. It sums up the situation pretty well. <br /> <br />October 27, 2004 <br /> <br />Windham Professionals, Inc. <br />P. O. Box 1048 <br />Salem, NH 03079 <br /> <br />To Whom It May Concern: <br />Regarding your letter of September 29, Gateway did, indeed ship merchandise received by me on January 28, 2004. <br /> <br />Gateway did not acknowledge to you, however, that the merchandise was defective and, further, that Gateway was notified of the defect by telephone on multiple occasions beginning on February 6, 2004. At this time an employee of Gateway who identified himself only as Kevin made the statement that the defect was such that Gateway would ship a new unit and receive the defective one in exchange. He took my American Express account number \\"for security reasons\\" and gave me an order number of 81887662 that I could use in Gateway's internet package tracking system. He stated the demand for these units was such that a two-week period should be allowed for receipt of the merchandise. <br /> <br />After repeated internet queries using the order number showed no results, I called Gateway again on February 17. An employee identified only as Jason informed me that the order had been canceled. When I asked him why, he stated, \\"They don't even tell us these things.\\" I asked to speak with his supervisor and was connected with a man identifying himself as JJ. After hearing my problem, he assured me that he would ship a replacement unit and receive the defective one. He gave me an order number of 80944429 and told me that it was unnecessary to take a credit card number for security purposes. I asked how I could be assured that this order would not be canceled and he stated that it was \\"already in the system\\". <br /> <br />Again, repeated internet queries failed to show the existence of my order number. Repeated calls to Gateway resulted in my being told to wait an additional twenty-four hours for the number to be placed in the system. An employee named Shirley - badge number 053 - told me that, indeed, the order \\"looked normal\\", gave me a \\"service number\\" of 2-1428307459, and told me that a lady named Jimella in Customer Service would personally call me if my order \\"hit a snag\\".  <br /> <br />On February 19, I called American Express and told them of the problem I was having with Gateway. I was told that my Gateway purchase would be posted to my account on February 26 and I should call back after that date as they could not act in the matter until that time. I called Gateway again the same date informing them that failure to deliver the replacement for their defective merchandise by February 26 would result in my dispute of any charges on my American Express account. <br /> <br />When I had received no replacement merchandise by that date, I called American Express. <br />On May 24, 2004, American Express sent me a letter (A copy was attached) informing me that Gateway had not replied to their requests for information to resolve the matter. They further stated that, per the Fair Credit Billing laws, Gateway had until August 23, 2004, to make such a response. <br /> <br />Upon receipt of your letter of September 29, I called American Express. They informed me that Gateway had not responded in any way to their queries and they considered the matter closed.  <br /> <br />My attorney has advised me to offer to return the defective merchandise, which has been stored in its original carton since February 19, to Gateway provided I am given the name and address of a responsible receiver and written assurance that this will close the matter and that the undersigned owes Gateway and/or any agent contracted by Gateway nothing other than the return of the merchandise. <br /> <br />Truly Yours, etc. <br /> <br /> <br />They still called me wanting to know what to do about \\"their\\" money.  My attorney finally sent them a letter advising them to either sue or close their file.  I haven't heard from them since January, 2005.