Summary: Gateway computers sold warranties to a company that promptly went out of business- now warranties are not being honored, leaving consumers empty handed despite paying large fees for warranties. With the current economy, should consumers forget about buying warranties?
Details:
I bought a gateway computer using an education discount. A few years into the warranty, Gateway sold my repair warranty to MPC corp, a business that promptly filed Chapter 11. I had an agreement from MPC to fix my computer, but within a few weeks they had shut off all communication (their phone number didn't work, their website was non-existent). Needless to say I never received the promised repair.
I tried to reach them for many many weeks before I realized it wasn't that they were very busy and I couldn't get through, but rather something was wrong. I started to contact Gateway. Once I entered my serial number, the automatic voice said to contact this MPC corp and gave me the same contact info I already had (that didn't work), then hung up. When I tried to call back, it recognized my number and would just repeat the MPC information. I tried to call Gateway 12 different ways, but you cannot talk to anyone without a serial number. I began email support. They did the same thing. I insisted they let me talk to a manager (due to the above) but they refused. They said I could pay for phone support (but MPC had already tried to help me via phone and said I needed a new motherboard, so that wasn't very helpful!). They denied that MPC was having problems or that I couldn't contact them. When I called the pay support, the first thing they said was tough luck- MPC is out of business.
I've googled this, and can't find any information. I feel this story has to get out- it's just wrong that companies can sell off warranties to businesses in distress, only to wash their hands of any responsibility without even mentioning it to consumers. These warranties are expensive, and given the economy, the risk of paying for a warranty must be acknowledged. What do you think?
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