I ordered the replacement pen for the M275 off t

[Harl]

I ordered the replacement pen for the M275 off the website (set of two for $19). I only recieved one. They won't send me the rest of the order - they want me to return it and pay either a restocking fee, or return shipping, and then order it again in the assumption that this time they might get the order right.

The claim is that this is covered in the limited warentee, however it seems strange to me that you could operate by warentee on goods you haven't delivered. Seems like the warentee could only apply once they actually ship you what you purchased.

Is this a systematic error? Has anyone else recieved only one pen when ordering the spares?

[Lefty]

Maybe I'm mistaken, but I am under the impression that a single replacement stylus costs $20.00, and two styli would cost you $40.00. If I am correct, then the order-taker must have not gotten the "qty" correct...and as a customer-friendly gesture, it would be appropriate for Gateway to send you an additional stylus at regular cost, but with free shipping.

[Railfanner]

One pen comes with the M275 at no additional cost (std.), and you should have gotten one additional pen (2 total) with a $20 extra pen order.

I would call Gateway again and let them know you only got one with your order, and this should be handled as a missing item in your order. They should promptly send you another pen. Politely ask to speak to a supervisor if you don't get help.

[Trev]

I believe you are mistaken... ripped from gateway's site:


You need a stylus to get the maximum benefit from your M275. But a stylus is easy to lose, so don't be without a backup. This package includes two individual pens.

This accessory is only for use with Gateway® M275 Series notebooks.

Includes
Two handheld stylus pens

[organon]

Typical Gateway BS. They really are pathetic. I'm beyond sick of them. Ask to speak with a manager and have the URL for the product at the ready.

[Railfanner]

I looked at the GW site and accessories for the M275. The ad text and picture clearly indicate 1 pen included, "Gateway Additional Stylus Pen for the Gateway® M275" The text under "Description" at bottom indicates 2 pens.

See link:
http://accessories.gateway.com/Acces...300_ProdDetail

GW needs to clarify this (right away!), but they may intend the text as when you order the M275 and order this accessory, you'll get 2 pens total.

[Semtex]

I ordered the same thing and they sent one stylus, I called and showed them what the web page said and they sent me one more free of charge.

[yester5]

I had the same problem. I e-mailed Gateway this morning about receiving only one stylus. I received this reply within two hrs...

Hello William,

Thank you for your e-mail. From your e-mail, I understand that you have
not received the full order. William, I thank you for providing me the
opportunity to assist you. After verifying the order details, I have
found that you have placed an order for Gateway Additional Stylus Pen
for the Gateway® M275. This order was placed on January 16, 2004, with
the order number 81798354. William, please be assured that this order
has two handheld stylus pens. I have placed order number 81877094 for
the second stylus pen that did not arrive with your order. The
estimated date of arrival is February 09, 2004, and it will ship via
UPS. Please note that you will not be charged for this order. William,
we value you as our customer and your satisfaction is very important to
us. Please accept my sincere apology for the inconvenience this has
caused.
How can one complain about Gateway customer service?
I am very happy with all the Gateway products I have bought. have I had problems...sure. But they have always taken care of me. My M275 has performed flawlessly and the hinge has been used many times daily since Christmas with no signs of problems.

[Harl]

Sounds like I struck the obstinate guy. I'll try again :)

[scubapro95@yahoo.com]

All,
I had the same problem as Bill and Harl. I was clearly told that the oder would contain to 2 replacement pens, but yet I received only 1. Here is the response I got from Gateway:

Thank you for your e-mail. I understand from your e-mail that you
believe that the cost of two Stylus pens is $19. I sincerely
apologize for the misunderstanding. On verifying the records, I see
that you had placed an order for an Additional Stylus Pen for M275 for
order number 34891108 on January 12, 2004. I would like to inform you
that the cost of a single pen is $19. You can verify it at the web
address provided below:

http://accessories.gateway.com/Acces...300_ProdDetail

The web address clearly states that the cost of a single pen is $19. I
would like to inform you that you have received a single pen as you had
ordered for a single pen. Once again I sincerely apologize for the
inconvenience caused to you.

I have documented this correspondence in Service Request Number
2-1397120568 in our contact tracking database. Please use this number
in the future if you need to contact us again regarding this issue.

Please reply to this message if you require further assistance with this
issue.

Thank you.

Stephen
Badge GWSM084
Online Customer Support Team
Gateway


Looks like Gateway changed the quantity information on the link and are applying the new information retroactively and selectively. Its a pretty cheap thing for Gateway to do.
Scubapro