So I finally made the leap and bought a decent-sized TV (as opposed to the multi-format 21" TV we've had since 1999). After a lot of hand-wringing, we decided on a large-screen TV from Gateway which was on sale. We hesitated for a while because of the $300 shipping fee but, after due haggling, that came down to $200. The cause for the high fee, said Gateway, was that the thing was shipped by express freight and wouldn't be hanging around anywhere. Well, guess what: it hung around at the freight destination for 96 hours before it got to me.
Since Gateway closed all of its bricks-and-mortar stores, they rely on their shippers to deliver good customer service to their customers. So, not being a happy camper, I gave Gateway a call. Without hesitation, they refunded half the shipping fee and apologized profusely. So while I'm not happy about the delay in delivery, they did a great job in making me feel I'd been compensated for it.
All the same, Gateway needs to fix this problem if it's going to continue on the .com-only model. More instances like this, it won't matter how good their technology is (and it is quite good!), no-one's going to want to suffer the pain of getting the stuff into their own homes.
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