5 On Your Side

Five On Your Side Becomes Gateway To Resolving Computer Issue

Posted January 6, 2005

— When your computer is under warranty, if you cannot get the problem solved over the phone you usually have to send it in to be repaired. For Tana Reece, that was the easy part.

In February, Reece bought a Gateway computer. It worked for about three months.

"It comes on. It has power, but it doesn't do anything else," she said.

So Reece sent the computer to Gateway for repair. About two weeks later, she said, "I got it back. It still didn't work. Still had trouble."

So Reece sent it back. Six weeks later, she had not gotten it back.

"I waited and I waited and I waited. Finally, a computer did come to my house. But I don't know whose it was. It wasn't mine," she said.

Reece called Gateway again. They told her to return the wrongly delivered computer and admitted they did not know where her computer was.

A Wilmington woman did and called Reece.

"She said, 'I know you don't know who I am, and you're probably going to think I'm nuts.' She says, 'I have your computer,'" Reece said.

Reece had attached a card on the side of her computer with her name and phone number. The Wilmington woman was waiting for Gateway to repair and return her computer, but got Reece's instead.

"It just blew my mind. I couldn't believe it," she said.

But even after all this, Reece's computer still does not work. That is when she called Five On Your Side.

"I either want my money back or I want a new system," Reece said.

Despite the three wrongly-delivered computers Five On Your Side is aware of, Gateway calls this an "isolated incident."

A spokesman would not talk about the complaints, but did agree to send Reece a brand new computer to the correct address.

Each time Reece sent her computer back, she had to pay postage.

Gateway originally also wanted her to pay for the postage to send back the wrong computer she received. She refused. After Five On Your Side's call, Gateway agreed to pay that postage, as well.

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