Complain about a product or service

Gateway Cameras

Brinda of Laredo TX (11/19/04):
I purchased the Gateway DC-T50 camera with a $50 rebate. I sent in my rebate, making sure I complied with all their criteria to receive my rebate. Approximately 5 months later I still had not received my rebate, so I went online to check the status. My status was "Unqualified, Invalid purchase date." I called the Gateway and talked to Julie on August 24, 2004. She told me that my purchase date was valid, and to resubmit my rebate request.

I resubmitted, only to receive a letter dated 3 November, 2004 telling me that I did not submit a Gateway SB-310-A Pro, which I did not receive. She also asked me to send my letter of rejection, which I also did not receive.

Andy of Decatur AL (8/12/04):
I saw an "ad" on the internet that said Gateway had 10% off accessories. I checked and it included digital cameras. I was wanting a Sony DSC-F88, and Gateway showed them in stock and at a good price on 20 July 2004. The 10% off and $5.00 shipping was a good deal. I started the ordering on line and got Dave popping up and then calling to complete the sale. I was assure the camera was in stock, they shipped in 2-3 days, and I was given a projected delivery date of 28 July 2004.

When I did not get the confirmation e-mail within 48 hours, I e-mailed customer service. They told me my camera was on schedule. When 28 July arrive I e-mailed again. Now all of a sudden the cameras were out of stock, even with the web site saying they were in stock, this was not a Gateway problem but an affiliate company, and I would soon get a camera. The new delivery date was 11 Aug 2004. After my call the web showed the camera was out of stock. Last week the web site showed the camera was back in stock, yet I had no ship date. I e-mailed and all I got was I was important to them but I could cancel if I wanted. They were unable to provide additional consideration to me for their mistakes.

Yesterday was 11 Aug. No camera. I e-mailed. No answer. I did have a voice message at home yesterday saying they could not give me a delivery date and I could cancel. They would drop the order unless I called and gave them verbal assurance I still wanted the camera. I called today 12 Aug. I talked to a lady in customer service and she switched me to sales, a guy at 1800-846-2044 ext 25539. The web today was showing the camera was in stock. He talked to me and kept putting me on hold. He claimed I should get my camera soon. I said I was leaving on vacation 21 Aug but he had to project a delivery date of 26 Aug. I asked if he could call and get one sent today. He could not promise anything.

I said I ordered in time for vacation and yet I had no camera. He sia dI did everyhting right and they failed to perform. I told him I have dealt with many companies on line and theirs was one of the worst. I do not have a camera after missing two delivery dates. I may not get it in time for my vacation. I do not know what the exact cost will be, as they claimed it will be calcuated when it is shipped. Pretty confusing and poor service for an internet based company.

Don of Bonners Ferry ID (8/9/04):
I submitted the rebate form filled out and included all the requested other items: (UPC code from the package and packing slip). Gateway “Customer Care Department” sent all of these items back to me with a letter saying that I had not included a receipt for a Gateway SB-310-A Pro (whatever that is) and therefore was not eligible to receive my $50 rebate for the DC-T50 camera which I did purchase. The confirmation of this purchase is in your database.

After my phone conversations with Dianna (badge#1359) on June 15th, Arron (badge#1570) on June 17th and Tina (badge#2114) on July 6th, it became obvious to me that Gateway probably has no intention to honor the rebates promised in their sales promotions. Tina was especially short with me when I inferred that perhaps she had received many such calls today and bristled when the word “scam” was mentioned. I then went to a Google web search “Gateway rebate scam” to find out if other folks were posting their problems with Gateway… and of course found several frustrating letters with even more Gateway-foot-dragging than I have had to date.

Doris of Los Alamos NM (7/30/04):
I purchased a digital camera from Gateway in March of 2004. The camera started giving me problems within the first month. I called customer service and began working with them to try to resolve the issues. Each resolution seemed to lead to another problem. I began questioning them about getting a refund on the product(s) purchased. They told me that a refund is not available to anyone after two weeks. There have been problems related to the camera, the battery pak, the memory card that I purchased from them, and currently the camera is not working properly. I am unable to download images directly on to my computer. They have offered to evaluate the camera, rapair the camera, or issue a new one, if needed.

I am not satisfied with this resolution. Their customer service to date has been incomplete, cumbersome, ambiguous, and I do not want this product. I sent them a certified letter back in July and was told I would receive a response within 72 hours. It has been well over 2 weeks and no response has been received. on Monday, July 26, I placed another call to customer service regarding this certified letter and was given an e-mail address to send a duplicate copy of the certified letter. I have not received any response to this e-mail. I have requested a full refund of the camera and all related purchases. This totals $605.81. They are excellent at giving dead end answers to resolve any issue and place barriers to any discussion regarding a refund.

I purchased this camera and related products for a special trip I took in June 2004. The camera malfunctioned the entire trip and it took me over a month and additional help from other than Gateway to be able to find a method to download the images I was able to capture. The camera is not currently fully functional. I have spent over $600 on this system and related products and I do not have a digital camera system that works properly. Rebates have been slow in coming. Total rebates offered were $200.00. To date, I have received $80.00 in rebates which arrived within the last 2 weeks. I have not cashed in these rebates. I have spent countless hours on the phone on hold and talking to their customer service team. I have lost countless images that did not get captured on to the malfunctioning system. They offer apologies but no adequate assistance in resolving the problems.

Lyle of Leland IA (7/10/04):
I received an e-mail on a special for a dc-t50 digital camera. The price was 349.99 with mail-in rebate of $50. I did not receive the rebate. After two phone calls, I was told it would be in the mail. I have not received it. I called again today and was told the rebate had expired. There was not any expiration date in the e-mail offer. I have purchased two pc's and camera but will have second thoughts on buying another product from Gateway.

Marcella of Scarsdale NY (6/22/04):
Reference Gateway Order No. xxxxxxxx -- Digital Camera & accessory kit) purchased for $489.10 on 4/13/04 based on Gateway's hugely advertised rebate on this specific product/kit of $115 total. No rebate form was ever received. I called shortly after delivery to ask where is rebate form. "It is mailed 3 weeks after delivery" I was told. Again I called later and was told I would receive the form shortly.

Finally now, after never receiving any rebate form, I am told that most of the rebate is no longer available to me, that it expired. I am livid!! They owe me $115 rebate and I want it from them. Since it was purchased on American Express, I am also contacting AmEx about their support on purchased products. I need help breaking through.

Jeff of Dundas, Ontario (5/30/04):
I purchased Gateway's DC-T50. It had a $50 rebate plus a 'free' Epson printer. The printer was free because of multiple rebates -- $70 from Epson and $30 from Gateway. I was given the rebates for Epson immediately. The rebate forms from Gateway were supposed to be mailed to me. I never saw the Gateway rebates. I contacted Gateway and eventually they mailed the $50 rebate form. I sent in the requested information and I have still not seen the $50.00. I then called them again and they told me they would send the $30.00 rebate form. I still have not seen the form. So far I am out $80.00.

To make matters worse, the camera does not work properly. I am in the process of working through Gateway's service department. It will be interesting to see what they do.

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