-----PLASMA TV INFORMATION-----
Manufacturer: Gateway
Model: 42" Plasma
-----ONLINE VENDOR INFORMATION-----
Vendor: Gateway
Order Number: 95805988 2/10/04
CONSIDERATIONS:
I wanted to try the Gateway 42" which the saleperson claimed was, "the #1 selling plasma in the U.S. The salesperson sent me an e-mail gauranteeing no restocking fee if I did not like the product. See attached e-mail.
BUYING EXPERIENCE:
I received the Gateway 42" plasma about a week after ordering 2/17/04, and not only did I not like the picture performance of the plasma, but the remote IR sensor on the plasma did not work. I could only use the menu buttons on the unit. I waded through Gateway's terrible customer service to technical support a few times (each call taking around 30 minutes). Each time they claimed that I must reset the remote control codes. I tried to explain that the remote control worked with other components (it is universal), but they just couldnt trust me that the IR sensor was broken. I was also completely dissatisfied with the picture performance of the unit, so I asked them to take it back.
I'm frankly almost embarrased at their next responses. After being placed on hold and transferred 6 times over an hour, I finally reached the "insight return team" as they call it. I spoke to a guy there (Scott I believe) who informed me that I could not return the unit without incurring restocking charges - even though it was defective right out of the box!! I explained that not only was it defective, but that I was gauranteed by the sales person, Janelle Devine, that there would be no restocking fees if I did not like the product. He stated that he did not know why a salesperson would say something like that, that the restock fee would be charged. I explained that I had gotten it in writing via e-mail from Janelle. He stated that he did not care and the restock fee would be charged. I stated that I would call American Express and dispute the restock fee based on Gateway's written gaurantee that I would not incur one. He stated that they would put the charge on my credi!
t report!! Unbelievable!
It did not end there. I e-mailed Janelle who had been perfectly willing to e-mial correspond before the sale. Her only reply to my request was that I was past the 15 day return period and could not return the plasma. Not only was I within the 15 days (from reciept) but the return period turned out to be 30 days. If you want to see some one-sided jargon on return policies in fine print, try to find Gateways.
It did not end there. After all that, Gateway tried to deliver a replacement!! Then, I had to call about 4 more times to get the shipping company for Gateway to finally come pick the TV up.
I will never buy another item from this company. It was a miserable experience.
VENDOR RATING: 1
****** COPY OF E-MAIL CORRESPONDENCE ******
****** WITH GATEWAY REPRESENTATIVE ******
UNFORTUNALTY YOU HAVE HAD THE TV LONGER THAT 15 DAYS SO YOU ARE UNABLE TO RETURN IT SO WE WILL HAVE TO FIND OUT A RESOLVE OF THIS PROBLEM!
-----Original Message-----
From: Sidney Sullivan
Sent: Friday, March 05, 2004 5:24 PM
To: Devine, Janelle
Subject: RE: janelle
No thanks. Would just like to return it. Can you please send an invoice. Also, what model # is this that I got? How do I know the difference between this one and the one that is not ultra bright? The specs on the web site state 1000:1 contrast while my manual states 600:1.
-----Original Message-----
From: Sidney Sullivan
Sent: Friday, March 05, 2004 4:49 PM
To: Devine, Janelle
Subject: RE: janelle
HI Janelle,
I called service earlier and got the code for the remote and went through all the options. I just went home and tried everything and it doesnt work. Service #2-1472097054. The IR receptor on the plasma must be bad. It never has worked. Would like an RA and pick up please as this unit is defective.
Sidney
"Devine, Janelle" wrote:
have you tried to call tech i can assure they will fix the problem this is the number 1-888-737-6949
-----Original Message-----
From: Sidney Sullivan
Sent: Wednesday, March 03, 2004 3:49 PM
To: Devine, Janelle
Subject: RE: janelle
HI Janelle,
I received the plasma TV and it works except for the fact that it will not receive signals from the remote control. I have programmed the remote for other devices and it is working. So there is something defective about the plasma itself. As a result, I would like to return the unit for credit and request RA.
Thanks much for your help.
Sidney
"Devine, Janelle" wrote:
it has shipped has manna contacted to set up a time for shipment?
-----Original Message-----
From: Sidney Sullivan [mailto:sidneySullivan@yahoo.com]
Sent: Tuesday, February 17, 2004 2:33 PM
To: Devine, Janelle
Subject: Re: janelle
Janelle,
Do you have a tracking number or status on my shipment? Thank you.
Sidney
"Devine, Janelle" wrote:
order number is 35250245in case client is not happy with product Gateway will waive restocking fee! thanks for your business!
Janelle DeVine
Consumer Sales Advisor
1-800-846-2042 Ext. 32824
Janelle.DeVine@Gateway.com
Work Hours: Mon-Fri 10AM-7PM CST
Make sure you ask me about Gateway's number one selling plasma, and great gift ideas!
-----CUSTOMER INFORMATION----- Name: Hamid Karbasi Location: USA
-----PLASMA TV INFORMATION----- Manufacturer: Gateway Model: Gateway 42" plasma TV
PICTURE:
Not that great.
INSTALLATION:
okay
PLASMA FUNCTIONS:
I bought gateway 42" plasma TV in Nov 2002. In March 2003 (2-5 months later), it did not show any picture, called gateway. A few weeks later they replaced the TV. Again in Nov 2004, after the TV is on for about 10 minutes it loses the picture.
I called gateway, they said it would cost $1000 for fix it. I see this type of TV from Gateway to be problematic and perhaps not worth the money at this time. I recommend to look at other brands with resonable service options which extend to more than 5-6 years from purchase date
-----CUSTOMER INFORMATION-----
Name: Kim Koch
Location: Long Island ,New York
Email: ppretyinpink@Aol.com
-----PLASMA TV INFORMATION-----
Manufacturer: Gateway
Model: 46" plasma TV
-----ONLINE VENDOR INFORMATION-----
Vendor: Gateway
Order Number: 03/15/2004
CONSIDERATIONS:
That they were a reputable company with an inexpensive product.
BUYING EXPERIENCE:
I purchased a 46" plasma TV and I loved it! App. 18 months later the television has failed. No picture no sound. With about 5,000 hours of use. It is estimated that plasma televisions should last at least 120,000 hours or 12-55 years. In contacting Gateway, I certainly got "the run around" to discover that I would have to pay $200 for labor $250 for diagnostic, and another $800 in parts upfront. BUT they couldn’t even charge me, because they don't have the parts available to them! I would be put on a list! So now I have a $3,500 plasma TV that is worthless to me!
I plan on finding more people with the same problem and starting a "class action" suit. So please e-mail me if you have had a similar experience with gateway. ppretyinpink@aol.com RE: Gateway Plasmas
-----CUSTOMER INFORMATION-----
Name: Paul J Neiman
Location: Fort Collins, CO USA
Email: paulneiman@comcast.net
-----PLASMA TV INFORMATION-----
Manufacturer: Gateway
Model: 42" Plasma TV
PICTURE:
The television worked just fine for a couple of years and all the functions worked really nicely. Then one day, poof, the picture went out. It clicks like it wants to fire up but no such luck. I contacted Gateway and my warrantee just expired and the cost to repair was, $200.00 to have someone come out and tell me that it was broken, like I did not know that, then $250.00 for the labor and finally $500.00 for the picture module that Gateway knew was the problem, plus tax. I was shocked. I requested to purchase the part alone since the TV was mine and there was no warrantee but they refused because I was not an authorized GW Tech. Nice product, horrible, and I mean horrible service after the purchase.
INSTALLATION:
I have this unit mounted on the wall. Looks good. Since it does not work, I have considered drilling holes in it and putting flowers through it.
PLASMA FUNCTIONS:
These all worked just great when the TV was working.
