Attention Gateway: Sometimes Good Communication Isn’t Enough

I use a laptop for all my work. I like my Gateway, but in just 11 months of use, several of the letters have worn off the keyboard. I decided to contact the company.

The result: some excellent responsiveness with messages that actually made sense. Unfortunately even good communication can’t help the fact that Gateway as a company seems to think that this is acceptable performance for their product.

I share the sequence of communications here. I think this is a great model for customer services communication, but would hope that you have a better product or service to back you up.

My original message to Gateway (using an online form from the company website):

General Customer Service Questions
phone: 703xxxxxxx
Subject: Gateway General Customer Service Questions AA3
Email Address: jill.kurtz@balancegroup.us
First Name: Jill
Last Name: Kurtz
Address1: xx
City1: Springfield
State1: VA
Zip1: 22152
Country: USA
Serial Number: T3C77J1001104
Order Number:
Purchase Location: Best Buy
Purchase Year: 2007
Purchase Month: September
Purchase Day: 7
Issue Description: Several of the letters have worn off the keyboard

Immediate response received:

Hello Jill,

This is a computer-generated response confirming that your e-mail request has been received by technical support. There is no need to respond to this message. Our technicians will reply to your e-mail in the order it was received.

When replying, please leave the subject line unaltered.

Thank you for using our email support system.

Technical Support Department

***Please do not respond to this email. This is an automated response for the requests that were successfully submitted to us.

Follow up received from Gateway:

Hello Jill,

Thank you for using Gateway’s Online E-mail Support. I am sorry to hear that. Jill, I have checked our records and it shows that your system with serial number T3C77J1001104 is still to be registered. We need to register your system first before we could further assist you on your current issue. Please be informed that systems purchased not directly from Gateway are registered in a secure database which is not accessible to Gateway customers. However, I will register your system in our database for you. Please confirm the model number of your computer so that I could be of further assistance. I apologize for any inconvenience.

Please reply to this message if you require further assistance with this issue. If your reply is received while I am out of the office, to ensure a speedy resolution, your issue will be handled by one of my colleagues.

Thank you.
Keith
Badge GWPC026
Online Customer Support Team
Gateway

My response:

Model Number is MA7

Gateway’s final response:

Hello Jill,

Thank you for using our online e-mail support. If the signs on the keys of your Gateway’s keyboard are beginning to wear off, I recommend putting sticker letters on top of every key. I appreciate the time you took to write us and I hope that you find this response informative.

Please reply to this message if you require further assistance with this issue. If your reply is received while I am out of the office, to ensure a speedy resolution, your issue will be handled by one of my colleagues.

Sincerely,
Lonnie
Badge GWEL1412

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