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1.6 out of 5, based on 13 ratings and
98 reviews & complaints.
Company Profile
4545 Towne Centre CT
San Diego, CA 92121-1900
858-799-3401 (ph)
858-799-3459 (fax)
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Warranty!?? You Mean REFURBISHED or LOW ENDS
By -

TEMPLE, TEXAS -- Gateway filed Chapter 13 years ago by the way. I recently contacted "ACER/GATEWAY" about a CD drive issue in the middle of a reformat. After sending my BluRay in 3 weeks later I get a $43 different color piece of **. I argued with India for days and finally handed me over to a state side "Level 2" in TX. Still they wanted that c/c number to put a $380 hold until they got the cheaper one back - YA YOU HEARD RIGHT.

I had to argue with them for quite a while about it being a BluRay in the first place! I kept all my packing info from the start and took pictures and P/N (part numbers) and S/N serial numbers on both with pictures... 2 weeks later I get my drive back, one more week to lift the hold. GETS WORSE. Then I find out it's not only the CD drive now it's also the hard drive. I was forced to send in the whole 70 lbs PC with insured came to $100. They replace the hard drive and the motherboard and 20 days later I get it back. I open it. IT'S ALL BANGED UP! The case is ruined!

System is slooow and I find my VIDEO CARD UNDERNEATH THE PC IN THE BOX IN NOTHING BUT A STATIC GUARD PIECE OF PLASTIC. The note from the tech accused that the card was 3rd party and will not be re-installed. WHAT!!! I contacted the manufacturer ASUS who helped me ID the card. After speaking with yet another level 2 he checked it out after I told them I knew now what they tried to do. He looked it up and YES it is their card alright. Now smashed by a 70 lb PC riding on it for 2 days OUTSIDE the PC.

Hard drive was a WD 500GB and now is a refurbished 465GB Samsung (less GB is the key here... dead giveaway it's refurbished). The motherboard which used to max 8 GB is now limited to max 3 GB. How nice. WARRANTY READS: TO REPLACE PARTS OF EQUAL VALUE.

I called and argued over and over and over and over... they want me to ship it back again. I asked if I should use THEIR shipping box with the same stuff in it. Guy said with 5 layer of bubble wrap. I never got any when it was sent to me. I have to pack it better than THEY did or it's considered void of contract. Cannot wait for the next trip my PC makes out there now. Maybe they will replace everything with a used calculator inside next. I'm so pissed off. WHERE IS THE FEDERAL TRADE COMMISSION ON THIS?!!?! COME ON GEEEZZZ DO SOMETHING. I have names, times, dates, and plenty of paper to prove it all.

Not Getting My Monitor Repaired
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

INDIANA -- I have a 4 Gateway KX2153 monitors running on two computers. One of the monitors has image stabilization and output problems. I have sent it to Gateway twice now and it comes back with no change. I have switched positions (moving it to different computers with different cables) and the problem stays with that monitor. Gateway will not listen to me and says it is a video card problem, which I guarantee them it is not. I am quite disappointed with the support.

Gateway Stay Away
By -

I have been in the computer business 22 years and I have to say Gateway by far has the worst support. I install and maintain networks for companies and I have approx. 125 clients with multiple computers. I also have a client base of individual computers. I have worked on over 10,000 computers. When designing a system or recommending an individual computer I consider many things, cost, compatibility, quality and of course support for the computer.

This laptop a customer purchased had issues and he contacted me to help fix the issue. After reviewing the laptop, it had no operating system. It seems the person that tried to help him prior had deleted the operating system (Vista). The drive had no recovery partition. I had to contact Gateway to order the disk which was approx. $23.00. The disk arrived almost 2 weeks later. I installed the recovery disk. It clearly states on the disk "Applications and Drivers."

After finishing the recovery I found 2 drivers were missing the wireless card and a media driver. I tried to call Gateway and found myself in a maze of push 1 for this and 2 for that. No matter what combination I used could not get them on the phone I then proceeded to Chat. That was a joke. I had already downloaded the drivers I needed. I just wanted them to send the disk including all the drivers for that computer so these steps would not have to be repeated. That is downloading the drivers to another computer then transferring them to the Gateway. Then installing them.

First I was told the drivers could only be downloaded. Then was told only a few computers had drivers available on the recovery disk. I explained that I did not have the wireless driver to get on the internet and a few moments later he asked if I was using chat on the computer in question. I explained I had to use another computer to download the drivers.

Many of the companies are using scripted information to give tech support to their customers. In some cases some have never seen the program. I work with over 500 programs and it is terrible. I have been in computers many years and remember when you received tech support years ago, they actually knew the program. Today you and I pay for their lack of talent in the support field. Working on as many computers, I know all tech support is less than perfect. In rating the support I have to say Gateway makes the bottom of my list. Even eMachines have better support for a less expensive product.

Personally I own 6 computers and 5 are HP and one is Toshiba (inherited). Depending on their needs and budget I will recommend various computers. I can promise it will not be a Gateway. Since they are in with Acer, I can't in good conscience recommend either. Dell is not a bad computer but the support is not that much better. Forget it if you bought your computer second hand. Dell does not supply the recovery disk unless you are the original owner.

In the end I had to download and burn disk for this Gateway owner. The sad thing is many of my customers would not be able to install these drivers on their own. That leaves them at the mercy of others to get the drivers in Gateway computers.

Be Wary of Gateway Computers and HSN Promo's
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NORTH SIOUX CITY, SOUTH DAKOTA -- June 14, 2009: After searching for just the right computer, I came across a Gateway 23 inch LCD Quad Core 640GB HDD 8GB RAM Desktop Computer + TV Tuner on HSN Item Number 464-801 for $999.90 plus $149.95 for 2 year protection plan and $35.00 shipping and handling for a total expense of $1184.85. I carefully watched the video posted on HSN for this product and deemed it exactly what I was looking for.

The Commentator for HSN talks about having several at home and how easy it is to use all the features. Having owned 3 Gateway computers (before the company was sold to an overseas corporation, something I found out after the purchase) it seemed believable.

Joe Harrison, known as Gateway Joe, then comes in and talks about the ease of use, the features to include the 640GB HDD, LabelFlash DVD/CD Optical Drive, how great Gateway Support is and how you can plug in an old VCR (using the front RCA composite jacks) and convert your VCR tapes to DVD right now (having many old home VHS tapes this analog capture device sounded like a dream come true) and then he adds that a camcorder with this type of connection (RCA Composite) you can upload all this to your Gateway.

I anxiously awaited my dream machine so I could start converting my analog videos to digital DVD's. The Gateway LX 6810-01 arrived a few days later by UPS. I eagerly went over the documentation provided in printed form as well as online yet absolutely nothing was listed for converting my analog VHS tapes to DVD, much less how the LabelFlash worked or even readme files for a How To on the majority of programs on the system... IF you could even locate the program itself as was the case with LabelFlash.

I contacted Customer Service (remember now, I purchased the extended warranty) and was told they had absolutely nothing about how to utilize the analog converter as touted on the HSN promo and to add insult to injury, they insisted that I call a number they provided to get this information but advised me, it is a fee based service $2.95 per minute or $50.00 for a half hour.

Obviously by now I was a bit put out, a $1,100+ computer HSN touted as user friendly and having great support, has no documentation and to get answers (which HSN did not have) I have to pay even more money? Email inquiries (6) yield the same response each time when requesting documentation as to How To.. pay to get the answer. Didn't I do that already? Trying to put in a second optical drive, I am advised I have a BluRay (according to the serial number) and I know for a fact it is not, it is a multi drive, but definitely not a BluRay... something it took 3 emails to get them to admit their documentation was wrong.

Then I checked the actual hard drive to find it actually has a 600GB hard drive (14.65GB EISA/581.52MB NTFS) as shows on the manage my system display onboard the Gateway computer. Looking for confirmation I used Everest Home program to verify which showed again it was a 600GB hard drive but reflected 15005MB EISA/(a 2MB buffer zone)/580,465MB NTFS, again, 600GB and NOT 640GB as advertised and as it appears on the box the system came in. How did Gateway explain that?

It is merely a conversion error on how they calculate hard drive capacities and how they are read my other systems... uh... say what again? I asked Gateway to send me or refer me to the How TO for these programs... again referred to the Fee Based number. Asked Gateway to send me an additional hard drive of at least 40GB to make the system, as advertised, but they keep insisting in spite of what readings I am getting, THEY rate it at 640GB.

I made HSN aware of all of these factors and though they still have the video (computers/desktop/$999 Gateway 23" LCD Quad Core...) on site for others to bite on, and indicated that the information posted is from their Gateway supplier, they did say that they would advise their panel of the problems and re-stated they have a 30 day return policy. While it would simple to option for this, at 60, I am a bit hard nosed and expect to get what I pay for and if a product is advertised as having capabilities, then as a buyer the How To should be available FREE and documentation available.

Customer Service is the absolute basics at best at Gateway; obviously not US based and most certainly not hands on computer literate! Program documentation virtually non-existent but step by step with graphics how to get in to the case, change memory, hard drive, etc. Believe it or not, the system itself is incredible and does multi tasking with ease... but if you aren't a highly knowledgeable computer program user, you are going to go absolutely crazy trying to figure out how or even if, various programs are even onboard... much less function as described!

Without the How To, and the overrated Hard Drive capacity, you will find nothing but annoyance, frustration and feeling that the product is grossly misrepresented by both Gateway and the HSN video posted for all to see with this item. For those Super Sleuths, watch the HSN video and see if you can come up with step by step instructions on How To... it is obvious even Gateway Customer Service can't do it... and yes, paying the fee for the answers, IS CHEATING... but would be nice to know.

Paying for Gateway's Mistake
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TEMPLE, TEXAS -- About 6 months ago I purchased a Gateway FX8600 computer from Best Buy. All has been well up to the point when the HDD was unrecognizable to the BIOS. Hence the computer won't boot and the HDD was deemed failed. Mildly unfortunate but the bad news was yet to come. I contacted Gateway and was told to send it to Texas for warranty service at my expense. My expense? Irritating although I understand as it is in their warranty as such. So a bit over $60.00 and the tower was boxed (according to very specific standards set by Gateway) and shipped to Gateway.

So about two weeks later my computer shows up at my door. I open the box and discover Gateway didn't ship the tower back using the same stringent packaging guidelines and therefore my 6 month old computer now has dents on 3 of the 4 corners. Not to mention the sides are not locked in properly. I can only assume they are this way due to the corner impacts and twisting of the case.

So I contact support and after 3 transfers and 1 hr I received the official answer as to how Gateway will handle the problem. I need to repackage the product using the proper guidelines (AT MY EXPENSE), take it back to the shipper where they will then pay to ship it back to the repair facility. I will then receive it back in another couple weeks or so.

So, am I alone in thinking that since Gateway failed to ship it properly that they should pay to package it properly? I asked that they send me a box with a return label in it to keep me from have to spend more money and they refused, citing they have now way to ship an empty box to me. So iPod rescue can do it but Gateway cannot. Even when it is their screw up to begin with. I cannot stress how disappointed I am with Gateway and all of their levels of "service." So off I go to the shipper to package and ship the unit properly. Then, letters to the Bureau of Electronics Repair, the Department of Consumer Affairs and the Attorney General's Office.

My Gateway GT5656 Just Shuts Off
By -

I purchased my Gateway GT5656 about one year and two months ago. For the first 8 months no problems what so ever, then on the ninth month out of nowhere it shut off, while I was checking my email. I thought I had a power shortage or that I had unplugged it by accident. I was wrong. I rebooted, it came on no problem. The next day, it shut off with no warning 3 more times. I contacted Gateway, I was asked did I register it. I said no - they registered it for me, then they said they could help. I told them what was happening, they told me to send them the hard drive and they would fix it. So I did.

Three weeks later, I got a new hard drive, at least that's what I was told. Three more months go by and it does the exact same thing again. I contact them, they tell me my comp is no longer under warranty and that I must pay for help. I tell them that they didn't fix the problem and now I have to pay to even talk to a customer service rep, they say yes and that it's going to be around 250 dollars just to talk - that's not counting the repairs fees.

I now have a 2800 dollar comp that doesn't allow me to stay on longer than an hour and shuts off immediately if I try and do more than two things at once, example check email and open a web page. I advise anyone who wants a new comp stay away from Gateway. They don't have anyone that will speak to you for free when your warranty is done. They make crappy computers and don't care if your comp doesn't work. They have your money.

I even contacted Microsoft for help, they couldn't or wouldn't even reply to my emails. I'm so through with Gateway that it's beyond belief. I purchased my Gateway computer through Best Buy, and you won't believe the price they quoted me to just look at it. Not to mention what it's going to cost me to fix it. Also beware there is no free number to contact Gateway.

Gateway Customer Support Is Awful
By -

I bought the my first Gateway from Best Buy, a clearance model. I had it 2 days and the hard drive crapped out. Best Buy was good about replacing it so instead of getting the same model I upgraded to a better model. It was running unusually slow so I checked the system properties to see what was going on. The box claimed 1.7 GHz 64 bit AMD, but it was only running at 800 MHz. I called Gateway twice about this, both times they told me it had SpeedStep technology and there was no way to turn it off so the system ran full speed all the time. They (both of them) advised that I use third party software to overclock my machine. This is preposterous.

I eventually found the setting to turn off the SpeedStep and now the machine runs great. (BTW if anyone else is having that problem go to your power settings and put it on always on or laptop/portable.) Then the next week I tried to burn a DVD in my machine. NO GOOD. The DVD burner was junk. Now time to call Gateway again. I called and they wanted me to troubleshoot software. (Maybe here I should mention I am a technical service representative for another large computer company.)

OK, I did what they wanted and they determined I was right. So I asked them to mail me the drive and I would put it in. They told me to mail me a new part, even though my machine was covered under the $340 warranty I bought, I would have to give them a credit card number so they could put a 75 dollar hold on it. WHHAAATTTT? I told them no ** way. So I convinced them to waive the fee and ship it to a service center. They said to just have the service center call and verify.

Sooo, the next day I was at Best Buy. And we called, and they didn't log any of that into their notes. And the team lead I talked to wouldn't waive the fee, and wouldn't send me the DVD drive. I convinced Best Buy to remove one from another machine and put it into mine, and with a little persuasion they agreed. During the process the technician got hung up on what screws to take out, so I told him I would call Gateway and get the web address to their technical manual.

Enter TSR **. Gateway, if you read this - FIRE THAT GIRL. She is rude and uncooperative. Anyhow, first, she took me off hold and put me back on without saying anything to stop their little timer they have. Then I waited 5 minutes for her to come back. I asked her for the web address to the technical manual. She said she would send it to my email. I told her I was in a store could she just read it to me. She stated she cannot give out Gateway's email - she would send the link to my email.

I told her I didn't want the email. I just wanted her to read the link to the website to me and she said the same thing, that she couldn't give me gateways email and she would send the link to me. I asked to be escalated and she refused, telling me I would have to call back at a later time to talk to a supervisor. I hung up and called back, hoping to get someone competent. ** answered again. I asked again to be transferred to the supervisor, she told me if I insisted she would put me on hold for 15 minutes before anyone would come.

This is the technical support I paid for? I asked her one last time if she would read to me the link to the website, and she told me she could only send it to my email. I hung up. This is what she sent me ** < You tell me why she couldn't read this to me over the phone. Finally I retrieved this from my email, and got it to the Best Buy technician who promptly finished my machine, which works wonderfully now, no thanks to Gateway. I am happy with the machine, but when I replace this on it will NOT be with a Gateway, because I cannot deal with that kind of customer support. This will be the one and only Gateway I ever own.

3 Gateways - All Unusable
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DEVILS LAKE, NORTH DAKOTA -- I purchased 2 laptops - Gateway and Acer (Gateway). Within 3 months, they were unable to complete MS updates and got stuck on "reverting back." The only option was to restore them. When you restore a Gateway, it removes everything including drivers. Even with a back up system, there is no mouse or keyboard. I had purchased another one and within 24 hours it did this - thankfully I was able to return it. However, when I attempted to contact Gateway, not the outsourced IT techs I kept getting, you got it - the outsourced IT Techs who for only $249 each would fix my computer. They are extremely rude.

Warranty Support, or Lack Thereof
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Let's see... after locating the product identifier on the back of my monitor printed in 1 point type (I know, they all do this), the person on the other end of the phone recognized that the monitor was indeed under warranty. However in order to make a warranty claim the monitor had to be packed up and shipped AT MY EXPENSE to their center in Texas (I live in Georgia), and it would take two weeks minimum. Seriously??? That's the same thing as saying "Go get another Monitor" since I don't know anyone who would find having their computer down for 2 weeks acceptable.

I work for a major Telecom and the warranty process is simple: We ship a refurbished product out and you send the non-functioning one back within 14 days or get charged. Seagate replaces bad hard drives the same way. It's not a difficult concept, and the way you have it set up shows your utter contempt for the consumer quite clearly. So, no problem, guys. I will NEVER purchase another Gateway or Acer product. You'll save lots of money on those warranty claims you don't honor when people aren't buying them anymore. I sure as heck won't be and I'll be sure to tell everyone I know the same thing. It really is a shame, Gateway used to be superb equipment.

Careless Patient Service
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

COATESVILLE, PENNSYLVANIA -- Went to this dr's office about 3 weeks ago to make a new appointment with my new doctor. I was given several pages of forms to fill out regarding all of my personal health information. I filled them out on the spot in front of the clerk and handed them back. (All within 10 minutes and within 6 feet of the clerk.) Had my very first appointment on Feb. 25, 2014. After checking in with a different clerk, I saw the dr. who mentioned filling out the very same forms I already had filled out.

Apparently, the first clerk was not in and "nobody" knew who had given me the forms to fill out. (Huh?) She works there. I was then given another form shrunk down to post card size. Could barely read it. Obviously they don't care about patient personal records or privacy. A nice way to start off with a new dr. So much for patient's privacy.

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