Connected
Subin (Listening) Subin: Hi, my name is Subin. How may I help you?.
Me: Hello Me:
Why does gateway continue to send my BRAND NEW, yet BROKEN computer
back to me without repairing it? Do they think I enjoy going long
periods of time without my computer just to keep shipping it back and
forth for nothing? Do they think it's funny to take our money and give
me a product I can not properly use? I am a writer, and have lost 2
months of writing time to this problem. Who would like to pay me for my
time? It seems more simple to just replace the machine and waste your
own time looking for the problem that we have recorded and documented on
video, than to continue with this game of sending it back to me, twice
now, still broken. You are wasting my time, infuriating me, and
displaying a total lack of interest in keeping customers or the fact
that you are losing potential customers every time I share this story
with anyone. You have sold me a broken machine. You need to replace it
at this point. Sending it back to me over and over again, still unable
to use, at all, once the battery is run down and it needs to be plugged
in, which then for some reasons renders the touch pad completely
useless, is no longer acceptable. It wasn't acceptable in the first
place, but at this point in time, I'm considering this a theft of my
money for a worthless product that came not at all as advertised (which
is mainly because you advertise you can USE the machine, and I CANNOT
use mine). Also, your company has cost me money to ship the laptop back
the first time. The second time they issued a label, but really there
should never have been a second time, now should there? No. Who do I
need to report this to? Corporate? Subin: I am really sorry to know that. Me: Me, too! Subin: not to worry, in this case, I will transfer the chat to our level 2 support. Me: Thank you. Subin: They will help you with this. Me: ok Subin: Unfortunately our next level of support working hours is between 8 AM to 4.45 PM CST (Monday to Friday) Subin:
Could you please get back to us within 8 AM and 4.45 PM CST (Monday to
Friday) so that we will go ahead and transfer the chat session to our
level 2 technician. Subin: Is that okay with you? Subin: I will document all your concern and provide the case ID. Me:
Well, it's not really okay since it is the weekend now and then we have
the holidays here, so it's going to put me out of work for too long,
again... but since there is no other way, I will get back during those
times. Subin: I can really understand your situation. Subin: I would be unhappy if that happened to me too. Me: Is there a case ID number? Subin: Yes. Let me document all your concern in detail. Me: Ok Subin: I apologize if I ever disappointed you over the chat. I have done my best to assist you with the available resources. Me: Thank you for trying to help\ Subin: please contact us back during the level 2 timing. We will transfer the chat to level 2 support. Me: Thank you Subin: You are welcome. Subin: I appreciate you for the valuable time that you spent with me.
So we can all take a moment to enjoy the following things:
#1 My husband never managed to get to this super secret "level 2", but one time with the scorned woman....
#2 Poor Subin trying to use the script they give the customer service people to try and deal with "woman of fury" over here, but that is pretty freakin hilarious
#3 Oh yeah, just fuck you Gateway, send me a replacement and stop wasting my time. The people want new blog posts, and it's kind hard to type these things up on my phone! Oy!
