TEMPLE, TEXAS -- In September my son purchased a Gateway DX4820 for me. The specifications included a 56kb V92 fax modem and the OS was Windows Vista Home Premium. When we assembled the computer we found the socket for the phone line just outside the PCI slots location. When we looked at the Device Manager there was no modem listed. I contacted the company and was told that to use a modem I had to have Windows Vista Business (this option was not explained when the computer was purchased). I did not upgrade my OS because Windows 7 Home was due out shortly and it included a fax capability.
My Windows 7 upgrade came from Gateway and after installation the Device Manager still did NOT list a fax modem. I contacted the e-mail support for Gateway and it took me 2 e-mails to get the support personnel to acknowledge that "As per our records your desktop is in warranty and is registered." They then proceeded to look at their canned answers book and instruct me to go through the Windows 7 fax installation package (I had informed them that I had already done that).
After several e-mails on this issue they tried to switch me to their paid support service, and when I AGAIN explained that my computer was under warranty they suggested I go to a shipping company, have them package and send the computer (at MY expense) to the Gateway depot in Texas where it would be "fixed" in 7 to 10 days after it was received.
I work from home and could NOT be without the service of a computer for such a long period of time, and suggested that because the fax modem is just a PCI card they could send me a new card and I would install it. This was a too obviously simple solution for the technical support personnel, who insisted that "As per our policy Fax modem is not an end user replacement part." A PCI card is not "user replaceable"??? Then I was supplied with the phone number of the Gateway "Voice Technical Support" where the support technician I contacted was even less knowledgeable than the ones I had been dealing with over e-mail.
She first insisted that my computer was NOT equipped with a fax modem card. When I pointed out that the specs for this model list such a card and that there was a socket on the outside of the section where the PCI slots are located, she said that the card on that slot might not be a fax modem card. When I asked her what other kind of card had a socket that fits a phone line jack she said it could be an Ethernet card (on a PCI slot with a socket that would not fit an Ethernet jack???).
At this point she kept mumbling and going around in circles about what my computer model could have so I realized I was wasting my time with the whole support crew and I hung up. I bought a new fax modem PCI card for $40, removed the original one, put in the new one, and lo and behold! The computer recognized it and I now have a working fax modem. I looked at the original card I removed and it was indeed a fax modem card model HPI56L6(P40) manufactured 2009/06/02.
If Gateway personnel have such poor knowledge that they could not solve this simple problem, I hate to think what would happen to buyers who face more complicated problems while still under warranty. (PS I have a copy of all the e-mail traffic with Gateway.)
I like others have purchased Gateway computers for years and have loved them. Last October I purchased one from HSN and it worked fantastic until September of this year. The computer shut down. I called Gateway customer service and after getting the runaround with their computer operator not being able to recognize my computer ID#, I finally got to speak to a representative, who unfortunately did not speak very plain English. Her only answer for me was to buy the restore disks.
I like others was quite put out with this as I already had tried a factory restore from the partitioned drive to no avail, but they assured me that this was what I had to do. So I put out the $21.25 for the disks. They arrived 8 days later and of course did not fix the problem. I called Gateway again and spoke to another individual with very broken English who informed me that I would have to send the computer to Gateway at my own expense.
Their product doesn't work and I am bearing all the expenses. I asked to speak to a supervisor and was told that there was no supervisor to talk to. I was told that I would receive an email specifying exactly how to package. I never received that email. So I took the package to Staples and had it packaged.
I received a call from their Repair Center in Texas, which isn't Gateway - it is Acer (I was not aware that Gateway was bought by Acer). She informed me that the packaged arrived and was damaged in shipping. The exterior shell of the computer was dented and due to that, they would not honor the warranty and fix the computer. When I explained to her that the exterior of the computer had nothing to do with the interior of the computer she informed me that she understood, but would not repair the computer unless I was willing to pay for it. So I asked her to speak to a supervisor.
She informed me that she could give me a number but that I would not be able to speak to a supervisor. Apparently the supervisors at the Texas location do not deal with customers. By this time, I was very upset and told her that Gateway had ** customer service (probably not the most appropriate word to use). She said that if I did not calm down she would hang up on me. I said "Excuse me" and she hung up on me.
I realize I shouldn't have gotten so upset, but since it broke down they have done absolutely nothing to get it fixed but charge me money. I will never buy another Gateway. I will stick with HP, they have great customer service and don't charge to send the computers to be repaired. I guess the blessing in disguise is that I paid for insurance and hopefully between UPS and Staples I might be able to recoup some of my loss. I don't know that I will ever see my computer again.
With a decade of owning home computers by Dell and Packard Bell, I had no issues or concerns until I went to Best Buy and bought a Gateway computer in August of 2009. I was set to get a Dell but was talked into the Gateway by the salesman. And it has been the worst purchase I have ever made as a consumer. This thing as being a piece of garbage since Day 1.
The first computer wouldn't start up at all so I returned it. The second computer seemed to work just fine until I got the blue screen of Death after 6 months. We called the Geek Squad and had to re-install everything to the factory default settings. OK... great. And then 6 months later (still under warranty) - this awful machine crashed again with another blue screen of death.
We took it to Geek Squad. We were told it had severe hard drive damage but there was noting else they could do but charge us to re-install everything - which I can do on my own. So... we started over from scratch again. Same drill... we re-installed everything. And like clockwork, this piece of garbage crashed again 6 months later. You could set your watch to it.
This Gateway is the worst purchase I have ever made as a consumer and Geek Squad hasn't been much help in the process. God forbid you put anything on this hard drive and trust that it won't crash EVERY 6 months. I regret putting my hard-earned money down on this thing. Imagine taking your car in to get started back up every 6 months. This purchase has been a disaster and nothing but a heartache. AWFUL. I will not rest until I settle this with Gateway and so far their customer service is scarce at best. You would think I bought this used at a garage sale.
TEXAS -- My higher-end Gateway desktop computer had a defective media card reader (bent connector pins) right out of the box. After 6 days of e-mailing and over 2 hours on the phone with their so-called "support," Gateway tells me that 1) I need to pay shipping to Texas for my defective computer. 2) I will be completely without a computer for 2 weeks - even though I told them I need my computer every night to coordinate a charitable event. 3) I need to remove all files and software before shipping it.
4) There is a very high likelihood they will charge me $199 plus tax for the in-warranty repair because they are calling it physical damage. and 5) Their "customer care" (what an ironic name!) supervisors do not accept phone calls and will not speak to me. All of this for a component that should cost less than 10 bucks on a $1,000 computer! DO NOT BUY FROM GATEWAY/ACER!!!
Hard drive busted after less than 6 months. Now the real fun begins. Hours trying to just find out where to send it because their automated system does not work right and you never get to speak to a human being. No response to emails. Finally after 100 phone calls and using a fake number, spoke with someone. Sent in for repairs. Got back, STILL BROKEN, hours on the phone again trying to get through to someone. System still messed up big time. Their email system does not work, online chat does not work, down for over 24 hours.
Gateway representative told me a number to call the first time, turns out it's wrong. Again doing something to trick their system; get through, have to send back again for repairs. Their automated system is beyond awful, never recognized their SNID or serial number, employees give out bad info, send in for repairs and they send back broken products; one hour on hold twice, and disconnected both times. I will never buy one of their products again because if you need tech help, it's a total mess. They do nothing but waste your time.
From telling me I had to fax the information to them after I'd sent it to them (if it really needed to be faxed, why not tell me to send it that way first?) to blaming it on the software without even looking at the problem, I found Gateway's support to be just another run-around aimed at getting consumers to not use the service contract they'd ponied up $40 for. I strongly recommend not spending the money on the useless 'service' program, which I think is a way to hose the consumer for $40 more dollars with no intention of ever honoring it. (If you must buy a Gateway, a company apparently willing to sell substandard merchandise.)
NORTH SIOUX CITY, SOUTH DAKOTA -- The computer kept shutting off by itself. Finally Gateway tells me I need to take it to a computer shop and have them get my data off at my expense. I take it to the shop, they luckily get all of my data and also find the motherboard is faulty. They called Gateway and they were told that Gateway would cover the part only. I am responsible for the shipping to & from and the labor. We have had this computer a little under 3 months. What kind of customer service is this? For all of the money we paid for this piece of junk, I should have to be putting more money out. I've email Consumer Affairs and also put a call into Consumer Affairs in South Dakota. I am not spending anymore money on this computer!!!
I bought a new desktop for the wife March of this year. I generally buy Dell but decided to get a Gateway. That was the biggest mistake I made! After 90 days, we began having freeze ups and contacted Support who told us they would not help us if we did not buy there recovery disc. After many hours of troubleshooting on our own, we found it was overheating. After the rude support and hours of phone calls, I am nothing but sorry I switched brands. I am a totally dissatisfied customer, and would not suggest this brand to anybody.
FREDERICK, MARYLAND -- I bought this just a year ago, January 2008. First problem: software that came with unit did not work and their reasoning was not enough RAM. Suggested I upgrade the RAM. CDRWDVD drive stopped working in December. I contacted them and their only service suggestion was to ship to Texas. Keyboard lost many letters during the first ten months. N, M E, are gone. I asked for new keyboard. They don't cover "abuse".
Finally bit the bullet in December and took the computer in to reputable repair and had new drive and additional RAM put in. $189 later and the programs that came bundled with the computer still don't work. I am going to take them to small claims court here in Maryland to get my money back, but would prefer to have them do the right thing.