Answers By Gateway

March 13, 2018 Revdex.com4747 Viewridge Avenue #200San Diego, CA 92123                              RE:  Case#...

[redacted]             [redacted]  Thank you for your recent inquiry on behalf of Ms [redacted]. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers. We regret to hear of the difficulties Ms. [redacted] has had with her Gateway computer. A member of Corporate Customer Care has spoken with the consumer regarding this matter. It was explained to Ms. [redacted] that her system had a multitude of 3rd Party programs, malware and viruses which the technician removed from Ms. [redacted]’s system. The issue was resolved and this was confirmed by Ms. [redacted] herself.  Ms. [redacted] was never told that she would be given a refund if the issue wasn’t resolved. I listened to the calls to verify this as well. Further, the customer made the purchase via the website, where the terms and conditions are clearly shown before clicking to purchase. Unfortunately, we cannot honor Ms. [redacted]’s request for a refund.  I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me. Best regards, Corporate Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I feel a complete refund is in order, due to the rudeness of the original customer service representative, my problem not being addressed (I fixed the problem on my own)),  Also I  received messages from their office, but when I call back their is no one answering or returning my call.
Regards,
[redacted]

Revdex.com:Thats a lie.I never confirmed that my issue was resolved.They gave me 3 days to call back if issue is not resolved and I called the next day and said my computer is still broken asking for refund.A guy who was located outside of USA confirmed Ill receive a call on Monday from billing department and will receive my refund.On upcoming Monday I didnt receive a call and contacted them again via chat and agent Smith said Ill receive the call the next day.I called them myself and asked to speak to somebody located in USA,they said it is impossible and agent transfered me to somebody else.The next day,which is was Tuesday ,somebody called me and said they will not issue me a refund.He was giving me an attitude and was rude.He absolutely refused to issue me a refund and I said Ill sue the company.Now,they are lying to get themselves covered.This company is an absolute fraud and Im not the first customer they charged,didnt fix the issue and refused to give a refund.Huge shame on Gateway company who is hiring agents outside of USA who are barely speak English ,lie to customers and never get punished.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted]

5/08/2015
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Revdex.com
[redacted]
[redacted]
[redacted]
 
RE:  [redacted]
 
Thank you for your recent inquiry on behalf of Ms. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. 
 
A member of [redacted] Corporate Customer Care has attempted contact with Ms. [redacted] in order to assist in her concerns.
 
We have been unable to make contact with the customer and have left 2 messages asking for a callback.
 
We have agreed to a full refund.
 
The refund has been processed and can take 3-5 business days to show on Ms. [redacted]’s card.
 
I hope this letter has satisfactorily addressed the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me.
 
 
 
Best Regards,
 
Corporate Customer Care

11/10/2017
 
 
 
[redacted]
 
RE:  [redacted] – [redacted]
 
Thank you for your recent inquiry on behalf of Ms. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer...

complaints and to promote communications between businesses and consumers. 
 
A member of Acer’s Corporate Customer Care Team worked with the third party technical support company, Answers By, and they have agreed to refund Ms. [redacted] for one of the double charges. In addition, they will be refunding her $30.00 in order to address the overcharge issue.
 
I hope this letter has satisfactorily addresses the Revdex.com’s concerns.  Thank you again for your inquiry and for providing the opportunity to respond.  If you have any additional questions, please don’t hesitate to contact me
 
 
Best Regards,
 
Corporate Customer Care

April 23, 2015

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Revdex.com
San Diego Office
4747 Viewridge Ave #200
San Diego, CA 92123
 
                             RE:  Case# [redacted]               [redacted]
 
Thank you for your recent inquiry on behalf of [redacted]. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers.
 
We regret to hear of the difficulties [redacted] has had with his Gateway computer. A member of Gateway’s Corporate Customer Care has spoken with the consumer regarding this matter. It was explained to [redacted] that Answers By will provide their best efforts to resolve the issue over the phone.
 
The terms and conditions state as follows “Any Service provided is not refundable due to non-resolution of any or all issues, data loss, or any hardware or software failures that could result from this Service. Local service may also be advised depending on the results of the troubleshooting done such as your need to obtain recovery media or parts to resolve the issue. Such situations are considered valid and chargeable support and will not be eligible for a refund of Services purchased in part or whole.”
Unfortunately, we cannot honor [redacted] request for a refund.
 
I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.
 
Best regards,
 
Corporate Customer Care

5/19/2014
 
Revdex.com of Orange County CA
4747 Viewridge Ave Suite 200
San Diego, CA 92123
 
RE:  ID# [redacted]             [redacted]
Thank you for your recent...

inquiry on behalf of Mr. [redacted]. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers.
A member of Acer’s Corporate Customer Care has spoken with the consumer regarding this matter. It was explained to Mr. [redacted] that Answers By will provide their best efforts to resolve the issue over the phone. After attempting to resolve the issue over the phone, Mr. [redacted] was advised that he may need to purchase recovery media in order to continue with the issue.
The terms and conditions state as follows “Any Service provided is not refundable due to non-resolution of any or all issues, data loss, or any hardware or software failures that could result from this Service. Local service may also be advised depending on the results of the troubleshooting done such as your need to obtain recovery media or parts to resolve the issue. Such situations are considered valid and chargeable support and will not be eligible for a refund of Services purchased in part or whole.” At this time a refund is not an option.
I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.
 
 
Best regards,
Corporate Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I now have a Gateway laptop computer that I paid $250 for, which worked for only five hours, and which everyone wants to charge additional money in order to fix it. Again, with no guarantees. This computer should have operated correctly when it came off the assemble line, but it did not. It should have operated correctly after it was repaired, but it did not. Now, everyone wants to charge me an insane amount for a third chance to correct a mistake they did not repair on the two earlier opportunities. These companies refuse to be responsible for selling shoddy equipment to consumers. Gateway once had an impeccable reputation, but obviously no longer. Sad that it cost me so much to discover this truth. Warranty or not, a computer should last longer than a few hours. But, once a corporation has the money for their sad excuse of a product, why should they care? Who will help the consumer make them accountable? No one. So, I will not spend additional money on product repair that a corporation may or not actually repair. I just don't have the money to add to the coffers of Gateway's already financially bloated CEO.

Revdex.com:
I got a call today from Acer Computers who refers their customers to AnswersBy for tech support for their computers that are out of warranty.  They listened to my story and did contact AnswersBy to see if they would refund my money but came back and said, AnswersBy would not.  
I suggested that they consider their business relationship with a company who does not service Acer customers in the best way.  And that also will not accept responsibility for their actions especially when it costs a customer time and money for their mistakes.  The Acer person said that she would bring it to their management's attention.  Its says as lot when the company, Acer  that is a big source of referrals for you (AnswersBy) asks you to refund their customer's money and you tell them that you won't.  Evidently AnswersBy doesn't consider Acer a valuable source of customers.   
At this point, the issue has not been resolved.  AnswersBy has not responded to the complaint.  I don't think that they will.  It is becoming more obvious that this is a company that only cares about the money they make from customers and not about servicing customers with good service.  Since February, I've spent so much time and money for their mistakes in working on my computer.  I hope that by me bringing attention to a company that doesn't do good work, others will not suffer as I have.
Regards,
[redacted]

October 27, 2014
14pt;">
Revdex.com of San Diego 4747 Viewridge Ave Suite 200
San Diego, CA 92123
                      RE:  Case# [redacted]              [redacted]
Thank you for your recent inquiry on behalf of Ms. [redacted]. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers.
A member of Gateway’s Corporate Customer Care has spoken with Ms. [redacted] in regard to her complaint. After speaking with the customer, Ms. [redacted] explained that she has an Asus Computer and an HP Printer. Ms. [redacted] does not have an Acer or Gateway product. I apologized to Ms. [redacted] for the issue she is having location the Corporate information for Answers By, and it was explained to Ms. [redacted] that Answers By is not run or managed by Gateway, but a 3rd Party Company that we refer our out of warranty customers and or our customers needing “How To” support. Ms. [redacted] was provided Answers By Corporate Headquarters address and contact information.
 
I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.
Best regards,
Corporate Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

November 21, 2017   [redacted]
[redacted]
[redacted]
[redacted]                         RE:  Case#...

[redacted]                  [redacted]                  Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.   A member of Acer’s Corporate Customer Care talked with Mr. [redacted] regarding his computer.  The computer was purchased in 2015 and it came with a one year warranty, so at this time it is out of warranty.  The agent offered to repair the unit for a fee.  Mr. [redacted] said he would give us a call back if he decided he wanted to get the unit repaired for a fee.   I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond.   Best regards,     Corporate Customer Care

March 31, 2014
 
Revdex.com of Orange County CA
4747 Viewridge Ave Suite 200
San Diego, CA 92123
 
 
                      RE: ...

Case# [redacted]               [redacted]
 
 
 
Thank you for your recent inquiry on behalf of Ms. [redacted]. We appreciate the Revdex.com efforts to resolve consumer complaints and to promote communications between businesses and consumers.
 
A member of Acer’s Corporate Customer Care has spoken with the consumer regarding this matter. It was explained to Ms. [redacted] that when she purchased the plan on 3/17/13 it is good for one year from the date of purchase. While we cannot refund Ms. [redacted] for the $149.99 for the five issue plan she purchased, for one time customer satisfaction, Ms. [redacted] was offered a refund in the amount of $79.99 for the one issue plan she purchased on March 25, 2014. Ms. [redacted] accepted our offer.
 
The terms and conditions state as follows “A five (5) issue plan that is good for one (1) year or the use of all five (5) issues, whichever occurs first. It is designed to address five (5) separate computer issues for a single pc during that timeframe. It is fully refundable only if it is not used within 15 days from date of purchase and a request for refund is requested by You. After the 15 day period it is non-refundable.”
 
I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me.
 
 
Best regards,
Corporate Customer Care

November 21, 2017   [redacted]                         RE:  Case# [redacted]                  [redacted]                  Thank you for your recent inquiry on behalf of Mr. [redacted].  We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.   The computer is a little over two years out of warranty and according to our records it has never been serviced by Acer.  If Mr. [redacted] would like to get service we can offer an out of warranty repair for a reduced fee.  If Mr. [redacted] would like to proceed with this offer he can give us a call back and we will set this up for him.   I hope this letter has satisfactorily addressed the Revdex.com concerns. Thank you again for your inquiry and for providing us the opportunity to respond.   Best regards,     Corporate Customer Care

April 18, 2014 Revdex.com Austin Office 1005 La Posada Austin, TX 78752 Re: [redacted] Thank you for your recent inquiry on behalf of Mrs. [redacted]. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between...

businesses and consumers. A member of Acer’s Corporate Customer Care has spoken to Mrs. [redacted] about her concerns and the issues she is having with her product. After investigation of her serial number, it was discovered that Mrs. [redacted] purchased a refurbished Gateway notebook computer that is no longer supported by Gateway/Acer and is no longer under warranty. Mrs. [redacted] was advised to contact the third party company that holds the warranty on her product. Mrs. [redacted] declined to do that and was offered repair service at a fee. Mrs. [redacted] was advised of the fee $249 but it was reduced to $175 plus tax for customer satisfaction. Mrs. [redacted] declined that offer. The request for a refund is not an option. I hope this letter has satisfactorily addressed the Revdex.com’s concerns. Thank you again for your inquiry and for providing the opportunity to respond. If you have any additional questions, please don’t hesitate to contact me. Best Regards, Corporate Customer Care

November 19, 2015
Revdex.com
San Diego Office
4747 Viewridge Ave #200
San Diego, CA 92123
                           
RE:  Case#
[redacted]              
[redacted]
Thank you for your recent
inquiry on behalf of Ms. [redacted]. We appreciate the Revdex.com
efforts to resolve consumer complaints and to promote communications between
businesses and consumers.
We
regret to hear that the support given did not resolve Ms. [redacted]’s
issues.  Answers By is a paid technical support
company that will give their best effort to resolve the issue.  
I hope this letter has
satisfactorily addressed the Revdex.com concerns. Thank you again
for your inquiry and for providing us the opportunity to respond. If you have
any additional questions, please don’t hesitate to contact me.
Best regards,
Corporate Customer Care

RE: Case# 10125835
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Thank you for your recent inquiry on behalf of Mrs. [redacted]. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.
Mrs. [redacted] contacted our paid technical support for assistance with issues concerning our Acer notebook not being able to communicate with a third party non Acer printer. We provide disclaimers that our technical support will provide our best effort to resolve the technical issue but don’t guarantee to fix it. Customer agreed to these terms and technical support was provided to our best efforts. Unfortunately we will not be able to provide a refund.
I hope this letter answers any questions about this issue but if you have any additional questions, please don’t hesitate to contact us.
Thank you,
Corporate Customer Care.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have prove that my computer was bought on 2/26/14  and I have contact gateway technical support.  I have the receipt that prove it.  they are the one that stated that my computer was under warranty and stated their hard drive was the problem.  That I need to send it end that it was a manufacture problem

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To whom it may concern:i want the company to pay for the defective hardware they manufacture I can not afford to pay $250.00 which they are demanding for, I am a college student that needs a laptop to succeed in life.  I do not understand why they make me liable for something that is defective once they produce it?  Then on another note the speakers on this computer do not work once again that is internal problem also the screen goes pitch black all the time when  I try to turn it on, once again that is internal a problem as well so tell me how am I liable for repair costs?. I am protected as a consumer under the consumer protection act and the (The Magnuson-Moss Warranty Act (P.L. 93-637) is a United States federal law (15 U.S.C. § 2301 et seq.). Enacted in 1975, the federal statute governs warranties on consumer products. ... The law was created to fix problems as a result of manufacturers using disclaimers on warranties in an unfair or misleading manner.) SO PLEASE TAKE CARE OF THE ISSUE BEFORE I SEEK LEGAL ACTION THANK YOU  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]