Actually, Gateway extends their warranty by 30 days anyway. So if you have "65" days left on your warranty they still honor it for 95 days. Also, don't confuse the four types of warranties.
Parts and service(as in sending in laptops, etc)
Software phone support
Hardware phone support
on-site service
Did the technician tell your grandmother that she was supposed to call Gateway back when the part came in? They have no way of knowing exactly when the part will arrive, so the tech is supposed to tell you to call back when the part comes in. At that time they schedule the on-site service, or walk you through the installation and reload.
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Gateway uses UPS and FedEX. Both those companies cover all packages with insurance, as well as seperate insurance that is purchaseable.
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Gateway warranty covers all shipping damages and replaces all parts like for like or better. Have a bad PS2 port on your mother board? You get a whole new board, processor and all, unlike with a certain competitor who just sends a USB mouse or keyboard. If that model MB is no longer in stock you get the next line that is available. Bad Hd? You get same or better. Replacement part not compatible with the rest of your hardware? You get BRAND NEW PARTS UNTIL THE COMPATIBILITY ISSUE IS RESOLVED for free.
We reseat hardware, reformat, and reload over the phone all the time and guaranty to replace any parts or software that are damaged in the process: tech's error or yours. So all the second tech had to do was start you on the physical installation and then start fdisk and tell you to call back when it was done, then the next person would help reload windows and your apps.
If the tech(s) did not tell your grandmother all of this then it is their fault as individuals, and Gateway will take action if you file a complaint, but you will need the badge number(s) and service request number(s) related to those calls. They will even extend your warranty, which has quite obviously payed for itself. Otherwise give phone support a break and call the add-on sales, and service department for complaints.
Well, hate to get a fellow worker in trouble, but that really ticks me off when someone has a complaint that could make me look bad too. Plus if the tech does what he's supposed to do there's no reason why you shouldn't be satisfied every time you call. Gateway's warranty really is unbeatable.
Sorry this happened to you.