Gateway - Canada
Horrible customer service

Called Service department to ask if sunspots on LCD screen on 9 month old notebook were covered and was told they were. Returned laptop to service department in box provided with designated shipper. Service department phoned to say damaged screen on laptop was not covered under warranty and would cost $490 to replace. I asked them to return laptop. Laptop screen had several cracks in it when it was returned. I replaced the screen myself for $165. Questioned service department on damage to screen and high cost estimate of repair. After several emails that had solutions that did not even apply to my problem, I received a reply that suggested the high cost was due to labor and troubleshooting in addition to cost of new screen, and that the damage would have to be taken up with the shipping company. Problem is, Gateway is the shipping client so shipper told me I can't file a claim for damages. Tried contacting service department by phone (toll free) and was told to call a '604' number. Was on hold for 10 minutes and was then told by automated machine to call toll free number I had originally called. Called them back, redirected again... circle ends here?

Company: Gateway - Canada
Country: Canada

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