How many times have we heard the mantra that customer service is king and that every successful company has recognized service as the number one business builder. And yet we continually hear horror stories about bad customer service from well known companies. "The Sacramento Bee tells the story of an El Dorado resident who had to go to small claims court to get his Gateway PC fixed: 'Right out of the box, the computer displayed scattered graphics and wouldn't work properly. He called a Gateway salesman five times and sent him an e-mail to get an authorization number to send the computer back, but his phone calls and message were never returned. Then, over the course of months, he called Gateway technical support dozens of times.' Gateway insists that by clicking Accept on a customer service EULA when the computer was first booted, the guy has waived his rights to sue the company in US courts. The Gateway EULA states that conflicts must be resolved via private arbitrage. The customer argues that he never saw the EULA, because of the broken graphics. As such, he's not held to that agreement." For the sake of a few hundred dollars, this company is doing every dumb thing in the book.
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Not if you buy from Gateway!
My husband and I bought our first and last Gateway in the mid 1990s. The customer service was horrible then, and my husband, who works in computers, constantly heard horror stories from people about their bad experiences with Gateway customer service. It looked like things were not going to change soon back then (over a decade ago), and it looks like the still haven't changed. Gateway needs to get back to their roots and what helped build their brand in the first place - their great customer service claims.
Posted by: Susan Gunelius | June 10, 2007 6:07 PM | Permalink to Comment