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Gateway to pay �600 for inadequate back-up service

The Dublin computer company Gateway 2000 was ordered to pay �600 to a
customer who complained about inadequate back-up service.

A retired bank official, Mr Fergus Hand, told the Small Claims Court in
Dublin yesterday the company's slogan, "You've got a friend in the
business", was "just a sham".

He told the court he paid �1,714 for a new Gateway computer in November
1996. His problems started less than three months later, leading to the
company replacing the product. The CD-Rom drive failed and later the hard
disk drive also failed, causing him to lose all his records.

He tried to get in touch through Gateway's freephone back-up number, but
could be left holding for up to an hour and when he got through he was
passed around to different people.

He was told the back-up personnel could only take calls - not ring people
back. He took to writing letters - 10 or 11 in all - and got just one reply
by fax on St Patrick's Day last year.

"The main thing that persuaded me to buy through Gateway was that they go on
about their service, but it was not a very professional service."

Mr Barry Nelson, Gateway's Europe, Middle East and Africa group counsellor,
said the lack of response to Mr Hand's letters may have been caused by a
mix-up over the name entered on the company's records, which was Hanlon
initially.

He denied, however, that Mr Hand had not received any backup as there was a
computer log of 35 phone calls, including four made by Gateway personnel to
him.
He claimed the failed CD-Rom may have been the result of overuse which can
cause it to burn out. Problems which Mr Hand had with the software were a
matter for the software manufacturers - not Gateway.

Judge James McDonnell said Mr Hand did not get the service he contracted
for, and he was entitled to succeed in his claim for �600 to allow him to go
to another service provider.


This Article Is from the Irish Times newspaper 26/05/99 -
http://www.irishtimes.com

Z.