Gateway + MPC + XHD3000 = Fail...

[enyceexdanny]

Just wanted to post this up in case anyone else may be on the same boat as me.

I had purchased the XHD3000 LCD monitor from Gateway via our business account on October 2007. Paid around 1800 + 150 for 2 additional years of warranty.

Right from the beginning, I had encountered a major defect with the monitor.
Soon after my purchase, Gateway's professional division was sold to MPC. I went back and forth with MPC and ended up replacing the monitor 3 times. After the 3rd try I got fed up with it and told them I'll just wait until Gateway eradicates the issue before I replace it again.

My XHD3000 currently has the defect linked above, it also blanks out and turns back on automagically every once in a while, and finally - one of the touch sensitive button is nonreactive.

So after 2.5 years of waiting, I finally decided to call MPC earlier this week. Turns out they filed for chapter 11 way back in 2008 and they are no longer in business. So I call Gateway and they're no help at all. Gateway claims that my monitor is out of warranty and that I should fax over a proof of purchase that indicates the 3 year warranty. And I did so.

I called Gateway yesterday after receiving a voice mail that informed of my warranty being re-instated. The rep recommended I send the monitor in for repair and I told him that it's not possible for me to be without a monitor for God knows how long. So I requested an Advanced (Cross ship) RMA. Apparently, they don't do replacements any longer. After much going back and forth, he transferred me to their corporate customer care.

Same story from corporate customer service department. During the whole conversation, the lady was emphasizing that Gateway is doing me a favor and as a courtesy they're willing to repair the monitor. Claiming that they have no liability and that they don't usually give "MPC units" warranty service. Now, I had purchased this monitor via Gateway.com, and I don't see any "MPC" markings on the monitor, only Gateway.

I pleaded with them to find alternative means of settling this issue to no avail. Apparently, Gateway thinks it's best for customers to be penalized and inconvenienced for their own faults and poor quality assurance. Now I am stuck with this monitor and had wasted the extra few hundred dollars for this so called warranty service.

I promised Gateway that this won't just end with me accepting their statement. So off I go to start filing the formal complaints.

 

[Gorankar]

If the warranty does not guaranty a cross ship you are prolly SOL. Your situation sucks but, what it boils down to at this point is: They are offering to fix it, and you are refusing to send it to them.

 

[enyceexdanny]

Yes you have a point and I'm fully aware. Before I even purchased the monitor, I had clarified the warranty process with the rep. She had told me that Gateway will ship first, then I will ship once I receive and confirm the replacement.

I understand that businesses often go defunct, but I don't think the customer should be held liable just because they had sold off a portion of their business to a company that went down the drain. After all, my monitor says Gateway - not MPC. And I had purchased it right before MPC purchased their professional division.

Either way, all I wanted to do is inform the potential owners of such Gateway products purchased from their business division.