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Gateway Laptops

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Will NEVER Buy a Gateway Laptop Again.
Posted by on
Rating: 1/51
CALIFORNIA, CALIFORNIA -- Whatever you do, DO NOT BUY GATEWAY OR ACER. This is not a relationship that you want to get into. Gateway is defined by poor quality products and ZERO customer service. ZERO.

I purchased an NV Series Gateway laptop and within the first two months had my first issue, I took it back to Best Buy and it was sent back to Gateway where they had to replace a piece of faulty hardware. A couple months later the Gateway laptop failed again, and once more I took it back to Best Buy who sent it off and had a new mother board installed. A few months later, the same thing happened, failure, and ANOTHER mother board had to be installed. At this point I was requesting a new computer because it was close to the end of what I consider a short one year warranty and I had already had so many failures and spent so many weeks without my computer. Well, not long after the warranty expired, so too did the battery. The Gateway battery had a catastrophic failure, I lost data and now the battery will not charge. Since that time, my Gateway laptop has become a desk top, always having to be tethered to a wall outlet.

The most recent issue is that it will not start up; it keeps freezing and will not allow me to recover to the last good configuration. I have contacted Gateways tech support but they require a $200 fee for their help. I spent just under 2 hours getting the run around by their tech support and then a supervisor. When I told them I wanted to speak with a corporate customer service rep, I was given a phone number which ultimately got me to another call center in India where they finally admitted that they were in fact tech support as well and not customer service. What you can expect from Gateway is a shabby product that will be patched up and barely kept together until your warranty runs out and then you are on your own unless you want to cough up even more money and time to get it fixed (over the phone by the way).
     
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FoDaddy19 on 2012-06-06:
The 1 year standard warranty is pretty much the same no matter what make of laptop you get, Dell, HP,etc., they mostly have 1 year warranties. Also if you're under the manufacturer's warranty. They make the call on whether or not to replace the unit. It's not like a extended warranty where after three repairs they automatically (in theory) give you a new laptop.

But yeah, it does sound like you got a lemon. It's unfortunate but it does happen. Gateway has gone downhill considerably since their heyday in the late 90's. They used to make decent stuff as far as mass-market computers go.
Nodrog on 2013-05-23:
I can forgive a hardware or software error (things like this happen), but their policy on customer service has ruled me out of ever doing business with this group ever again. I'm considering hanging around retail stores in a bid to convince other consumers to choose another option.
Stevie B on 2013-12-10:
Have a 32bit Vista Gateway from 2009. It runs some old Quickbooks software I use, whereas my newer laptops don't. OS corrupted and Gateway says they don't provide support on machines over 3 years old, like keeping digital files takes up too much space in a warehouse somewhere. Will try installing a purchased copy of Vista and hope I get get the drivers I need for this machine. I've had Toshiba's, and now a Gateway. Both pooped out on me, but my Asus seem to chug right along. Have two of those. Gateway obviously trying to force customers to upgrade their machines by withholding support. I'll withhold any money spent on a Gateway product from now on.
RF on 2013-12-12:
I appreciate the responses here and in additional forums I have searched on Gateway computers. They have been consistent that Gateway is a poor built machine and worse service. I ordered a Gateway NV laptop model last night and cancelled my order today. Going back to purchase a HP laptop. Thanks.
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Frustrated with Gatewy Laptop Product Quality (Lemon), Warranty and Service
Posted by on
CONWAY, ARKANSAS -- This is a copy of a letter that I wrote to Gateway, after two years of a very frustrating experience with their product quality and service. The letter speaks for itself. Following my letter is their response letter dated October 3, 2003. This letter wonderfully speaks for Gateway, Inc. Their letter is a "must read" by the computer audience.

If you know of other web sites that I could post this letter on, please advise.


September 12, 2003

Gateway, Inc.
14303 Gateway Place
Poway, CA 92064

Re: Service Request 2-931274594, Customer ID 26573551
Gateway Solo 9500, SN BDB51350145, 0024600204

To Whom It May Concern:

This is to request that Gateway, Inc. replace the referenced laptop computer. This computer has been a lemon from day one. I have been totally dissatisfied with the computer and have expressed this many, many times to your technical staff. Due to my total dissatisfaction, I was advised to write this letter by your technical staff using the referenced service request number.

My latest experience with the computer was 7-22-03. The LCD viewer went out while watching a DVD movie (no, I didn’t drop it, had not dropped it, hadn’t even though about dropping it, and there is no evidence from looking at the case that the computer has ever been dropped). I called your technical staff 7-22-03 and talked to Manzil, #105744, and he informed me that the LCD was bad. The best part of this conversation was that he informed me that the LCD was not covered under warranty. I even talked to his supervisor, Adam, and he confirmed the good news. They said they would have someone call me the next day with an estimate of the cost to replace the LCD and to arrange for me to ship the computer to you for repair. The estimate was $869. Good news? What this meant is that I would have to take a $2,284.99 computer and throw it in the trash can.
For your information, during the month of August, Dell had a laptop advertised with similar hardware for $699. None of this helps me. Regardless, I am the looser and Gateway continues to win with your present policy. All I ever wanted was to have a dependable laptop for use in my consulting engineering business. I have never had this from day one, thanks to Gateway.

I have read and re-read the limited warranty. I cannot find where the warranty excludes the LCD. The warranty simply states:

“Gateway Companies, Inc. warrants to the original end-user that the Product ( excluding Accessories) will be free from defects in materials and/or workmanship from the date of shipment for the period indicated on your invoice, except for portable batteries, docking stations, and Gateway-branded big screen monitors (27 inches or larger) for which the warranty period is one year from the date of shipment unless otherwise specifically indicated on your invoice.”

I purchased the computer 8-30-01 with a 3-year extended warranted that I paid an additional $105.00 for. I was assured by the Little Rock, AR Gateway staff that the computer was completely covered by the warranty. They assured me that the $105.00 I paid for the extended warranty was a bargain. I assume that I can now place this warranty on my bulletin board until it expires, as a reminded of Gateway’s efforts toward customer satisfaction, since I now have lost the use of my $2,284.99 lemon computer. I know, it is only money.

I regret having to spend my time writing this since all of my repair history is on your computer under my customer ID number. But since Gateway has a policy of not providing a hotline phone number that a person can call to express their total dissatisfaction with a Gateway Product, I am listing some of the wonderful experiences I have had with Gateway since my purchase of the lemon computer 8-30-01:

1. On 12-5-01, the computer would not boot-up. The computer is 3-months old. I called technical support (by the way, sit down sometime in the quietness of your home, experience the wonderful Gateway call menu, and time yourself on how long it takes to reach a real live technical person) and talked to John, Event #60655534. He told me something to try with no success.
2. I called technical support back 12-5-01, 11:45 am and talked to Charlie. After going through the exciting Gateway telephone menu and the disappointment of not having a working computer, then expressing this to Charlie, he was so concerned that he hung up on me.
3. I called technical support back and talked to John, and then I talked to Doug, then to Andrew and then to a supervisor named Tim. Each required me to experience the wonderful Gateway telephone menu again and again. After all of the frustrating calls, they decided the hard drive had failed.
4. I don’t remember what happened between 12-5-01 and 12-10-01, but on 12-10-01, at noon, I called technical support and talked to Rick, then we were disconnected for some unknown reason. I then called back and talked to Ryan, 99490, and I believe he said I would have to send the computer in. This was Event #60655534.
5. On 12-12-01, I called technical support and talked to Mark. He said that I would have to send the computer to Gateway for repair. I am now 7-days into the wonderful Gateway customer satisfaction policy. On 12-12-01, Chris called to advise me of the procedures Gateway uses to pick up the lemon computer. Then we were disconnected before I received all of the needed information. I then had to call back the wonderful Gateway telephone menu and talk to Shawn. He told me that Airborn Express would pick up the computer after I received a box (by mail) to put the computer in for shipping. This happened as planned.
6. On 12-19-01, the computer was shipped back to me. I believe I received it on 12-22-01. The service department had replaced the hard drive and shipped it back to me. The good news about all of this, I lost all of my work related engineering files. There is no way to put a value on this loss, but I am sure it would be in the thousands of dollars. But I know that was my fault, since I did not have them backed up. I also know that under normal circumstances, you can retrieve files from a hard drive before discarding. I now know too that I am a Gateway, totally unsatisfied customer.
7. On approximately 12-21-01, I called technical support again at 2:30 pm and talked to Siin complaining about the US port on my computer not working. He gave me some things to try.
8. On 12-27-01, I called technical support and talked to Mike at 12:30 pm. I complained of not being able to use my USB port and the unavailable Help and Support on my computer, Event #61590712. His advice was to reload the “C” drive. This did not work, so I called technical service back 12-27-01 and talked to John. He said I needed another hard drive and he would mail me one and I could install it.
9. On 12-27-01, I called customary service to express my dissatisfaction with the computer. The computer is now 4-months old. I was convinced the computer was a lemon. Two replacement hard drives required in the first 4-months of use of the computer. I talked to Ed with no satisfaction. I then called the local Gateway store in Little Rock, AR and they advised me to call customer service.
10. On 12-27-01, I called back customer service and talked to James. He then transferred me to technical management. I talked to Tonya, #044, case management and she transferred me to portable management. I talked with Mark, not with portable management, but I am now connected with technical support. He transferred me, and then I was disconnected again. I then called technical support back and talked to Justine and during the conversation, I was, yes you guess it, disconnected again. By now, I am totally frustrated, disappointed and mentally exhausted from being a Gateway totally unsatisfied customer.
11. On 1-3-02, I tried something new; I conversed with Emory, via email. She said to carry the computer to the local store or call case management. Remember, the computer’s USB port was not working and Help and Support software would not boot up. So I called customer support, and during the conversation, you guessed it, the satisfied customer was disconnected. I called backed again and explained by problems.
12. I believe I received the replacement hard drive (it was a used part that had the famous words “reconditioned on it) the same day, 1-03-02. I called technical support and Justine walked me through the process of replacing the hard drive. After installing the used hard drive, you guessed it, the same two problems existed, no USB port nor Help and Support.
13. I called technical support again on 1-3-02 and talked to Lisa. She said that she had read about this complaint and suggested that the fix is to reset the computer clock. I reset it to May 2001 and she told me to do something that I don’t remember, but regardless, after resetting the clock back to the current date, the computer worked perfect. She gave me a #208-323-2551 for the fix. This was Event #61590712.
14. Then on the same day I had to call technical support back and I talked to Justine. The computer would not boot up. She suggested that I turn the computer off and hold the off button for 10 seconds before releasing. This worked. Thanks to Lisa and Justine, my $2,284.99 lemon computer was working perfect again. Remember, the computer is still 4-months old with 2 replacement hard drives and 24 phone calls to technical support. Time is only money.
15. On 8-13-02. I carried the computer to The Computer Works, a local computer repair center in Conway, AR. There was a short in the computer. You could slightly press on the computer and it would loose power or lock up. I was willing to pay for the repairs, even though it was still under warranty. This is indicative of how much I despise the effort that is required by Gateway to get the computer serviced. The Computer Works advised me that there was a crack in the main board and since it was under warranty, to contact Gateway. I continued trying to use the lemon computer by propping it up so as not to loose power. At the time I was doing technical writing for the federal government and my use and need for the computer was intense.
16. On 9-4-02 (the computer is now 13 months old) I carried the computer to your local store in Little Rock, AR. They review the electrical short problem and determined that they could not repair it. So they mailed the computer to your Gateway Repair Center, Irving, TX. It was received by the Center on 9-13-02.
17. On 9-13-02, the Repair Center replaced the fan
• On 9-17-02, they replaced the case and reflowed cold solder.
• From 9-18 to 9-26, there was no work on the computer.
• On 9-26-02, the Center had or did replace the main board, CPU, heat sink assembly, IC socket, video card, and the UA1 MB assembly. It was shipped out the same date, some 22 days later. All of my personal engineering files where gone again.
• During this 22 day period I continually tried to determine when the computer would be returned. I was told 9-4-02 at the local store in Little Rock, AR, that the Repair Center would return the computer in 5-7 business days. It is obvious that what you say is not always what you mean. I tried the Chat Center on 9-25-02 and talked to Storm. She replied with a cookbook answer: “As per our records the technicians at the service center are working hard on your system.” “Is there anything else I can help you with?” I pleaded with her to find a way to replace the computer since it was a lemon. She referred me to same old merry-go-round – the Client Care team.
• The Chat Center was only one of the many calls I made during this 22 day period. Since I was in dire need of my lemon computer, I called at various times to Tashi, #761, Rick (Supervisor) #035, Muridel, #2207, Avery, and Carol, in my efforts to find out the status of my computer. All, with the exception of Avery, gave me the typical “our technicians are working hard on your computer and it will be shipped soon.” Avery was the only one who actually took time to locate the computer, determined the expected return shipping date and even gave me her direct telephone line so I would not have to go back through the wonderful Gateway phone menu.
18. The computer again worked perfect until 7-22-03. The $2,284.99 lemon computer is now 23 months old. This is when the $869.00 LCD viewer went out and for some reason, it is not covered by warranty? This wonderful failure of my outstanding Gateway product was alluded to at the beginning of this letter.

Again, I resent even further having to take one-half of a day of my time to write this letter. Your technical staff assures me that you’ll keep a history of my lemon computer within your computer filing system. This letter has cost me more than $500.00 of my time since I am in business for myself. Not only that, I have spent endless hours with your technical staff to determine solutions to the lemon computer. I have lost all of personal files twice. I was delayed in my technical writing contract during the 22 days you kept my computer for repair. This cost me over a thousand dollars. I have pleaded continually that this computer be replaced. Even “Best Buy” has a “3-time lemon” warranty. If you have to have your computer repaired 3-times during the warranty period, they will replace it free.

If you force me to throw my $2,284.99 lemon computer in the trash by refusing to replace it, you will win the battle as you have from the day I bought this lemon. But I want you to listen closely, I will win the war. I promise to insert this letter on the Gateway computer “user” site, I promise to send this letter to our local Better Business Bureau, I promise to send this letter to the Arkansas Attorney General’s Consumer Alert Division, I promise to share my lemon Gateway experience with every engineer or individual who is in the market for a computer and I promise to write PC World and other related magazines about my experience with the Gateway lemon product. I will win the war many times over if you decline and continue with an insensitive attitude towards replacing my LEMON Gateway Product.

AGAIN, THIS LETTER IS WRITTEN TO REQUEST THAT MY “LEMON” GATEWAY LAPTOP COMPUTER BE REPLACED – PERIOD.

I know I have been sarcastic, non-professional and somewhat unkind in this letter. I apologize for my tone, but I am so frustrated and disappointed with the lemon product. I believe Gateway will act positive on this request. All I want is a dependable computer that I can provide information and do the work that is required in my consulting engineering business. I do not want to purchase the lemon computer again, nor do I want to throw $2,284.99 in the trash can.


Sincerely,



Don L. Potter, P. E.
260 Grand Falls
Conway, AR 72032

Following is a copy of Gateway's response letter:


Gateway Incorporated
700 East 54th Street N
Sioux Falls, SD 57104
T: 605-357-1000


October 3, 2003

Don Potter
260 Grand Fls
Conway, AR 72032

ID 26573551

Dear Don Potter:

Thank you for your recent correspondence to Gateway. Your letter has reached the Executive Offices.

Gateway values you as a customer and your issues are important. At the point of delivery, you were provided with the Gateway Limited Warranty. Gateway policy is to repair computers within the terms of the Gateway Limited Warranty. Gateway will not deter from this policy. Unfortunately your computer is not within the guidelines of this document. There is nothing further that can be done. Any future correspondence will be filed and not be met with a reply.

Gateway's mission is to build great customer relationships and we are committed to your overall satisfaction. We are constantly striving to improve our company and pride ourselves on the quality of products and services we provide.

Thank you for taking the time to contact us.

Sincerely,


Keith Nussbaum
Emergency Response Specialist
Gateway Executive Offices

As I stated in my September 12, 2003 letter, I have read the limited warranty over and over, and I have never been able to find where the LCD is excluded. Regardless, the laptop was, is and always has been a lemon. A copy of the limited warranty may be faxed upon request.

Thank you for reading and sharing my frustration with Gateway. Please share this with any computer literate person that may be interested in a factual experience with Gateway.

     
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laurel on 2004-02-18:
The same thing happened to me. In my case, it was just the need for a replacement keyboard. Gateway is in financial difficulty but has no desire to keep its customers.

BTW, your LCD issue, it is probably not burned out. Most likely the connection wire popped loose. The same thing happened with mine. Fortunately, I have a friend certified in laptop repair and he opened it up and popped it back on and added a bit of electrical tape.
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Single Worst Customer Service I have ever received.
Posted by on
I returned my computer under warranty in order to have the problem that thousands of other users (according to Google) fixed.( I suggest you Google " Gateway computer will not boot" before buying.) I was told that it "had major induced trauma" and that I had 12 hours to call back to give them 200$ to fix it, or it would be shipped back, not repaired.
I did, thinking it would be cheaper to get robbed of 200$ for a fictional trauma, then buy a new computer. Apparently, it only takes 6 hours to fix a " major induced trauma" AND begin the shipping, When I called back to have the address changed, so someone would be there to sign for it, " it had already been shipped." Tricky. When I pleaded for them to call FedEx and re route, I was told that Gateway's policy was that they will not pay the 11$ FedEx charged.
I will not only never buy another Gateway product, I will go out of my way to make sure my friends, family, and strangers never buy another product from them.
If you are looking for someone polite, friendly and informed, I suggest you avoid " Tracy" at 866-616-2237 or " David" Badge number 25935 who you will get if you call Customer Support at 949 471 7000.. Call either one of these people immediately if you would like to be chuckled at while they stand behind Gateway's Policies.
     
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At Your Service on 2011-08-13:
I don't think Googleing something as generic as "Gateway computer will not boot" would give anyone a real indication of problems with Gateway. Try replacing the "Gateway" with any other major name brand and you'll like see something very similar.

I would also suggest there was nothing wrong with them sending the computer to the original address you provided.

That doesn't mean I'm a big Gateway fan, though, either.
bcd on 2011-08-13:
It's impossible to form an opinion about this post without knowing what the malfunction was. If it included a software issue, the fee may be reasonable if it included data recovery and software reinstallation.

Typing in any brand computer with "will not boot" into Google will return many hits.
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Computer seems to have been damaged at repair center.
Posted by on
IRVINE, CALIFORNIA -- I purchased this laptop on Home Shopping Network, advertising it as the only computer you will need for the next 5 years. After only 6 weeks of use, I had issues with it powering on. Used all the info in owners manual before calling repair. I was very aggressive in my demands for a new laptop, no I was told send it to repair center in TX by an customer service representative in the Philippines. Then told by Escalations personnel that I had no options but to pay for shipping to TX, cost me $20. Before shipping back, we noticed that the port for the AC/DC adaptor plug was too far recessed in, thus the plug was not making a connection. Computer was in perfect condition, only needing new jack/port for the battery cable. I included a note with the computer notifying them that was all that was needed. Received email stating computer was received at repair center, 6 business days later received call stating due to all the damage and repairs, they would have to replace parts with non matching parts. I asked why would they be needing those parts when there was only one issue. To cut it short, the computer was damaged between the time it left me and up to 6 days after Acer repair center received my laptop. Gateway/Acer is stating the damages weren't covered by warranty they were just doing me a favor. Also the mother board was replaced and a broken key!!! How did this all happen when all they needed was to replace the port for the cable? Questioned why they would accept the computer in that condition(damage not covered by warranty) and then wait 6 business days to contact me. They are dumbfounded and without an answer, but my only option is to take the non-matching casing panel or they will just send it back damaged. DO NOT BUY ACER/GATEWAY computers. The warranties are worthless and they obviously drop your oomputers before they repair them. No way would they have accepted my laptop for a simple repair if there was a cracked casing panel piece, broken key, and in need of a new mother board after 6 weeks of use!!! THEY ARE DISHONEST AND SELL LEMON COMPUTERS.
     
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2ruthtech on 2011-05-11:
Sadly these types of things happen and I am sorry for your trouble but to be honest any company is going to be a hassle your best bet is to go with a computer with a really good added on protection plan. Research that companies plans and cover all bases.
Inat on 2011-05-11:
well, the power port is more than likely soldered onto the main board so cannot simply be replaced without replacing the entire board.
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Gateway is not all bad!
Posted by on
I must first qualify my review, I am a component level PC technician / IT support and forensic specialist, often hardware manufacturers get a black eye from irresponsible software vendors "pushing" a beta release of an OS that's not ready for release to the general public. My Gateway experience follows.

In Nov of 2009 I purchased a refurbished Gateway NV5214u and Western Digital 500GB HD from the CompUSA/Tiger Direct group. I was totally Jazzed,
everything I wanted in a laptop and a screaming deal to top it all off.

I ripped that puppy out of the box and began the initial charge, once the battery's forming charge was complete, with a quart of "DD" coffee and champing at the bit I powered up, the laptop came preloaded with "Vista Home Entertainment" version, in several min I was greeted with a pleasing blue/gray frame around the famous BSOD (blue screen of death), OK let's play, 45 min later after much keypunching and profanity BSOD persisted!

OK, pop open the optical drive a stuff a Suse 11.2 "Live CD" and reboot,
following the post screen came the hardware inventory, well son of a gun, I ran the memory diagnostic and loaded live mode, everything was there.
Great! Not a hardware but a driver issue, don't have to return it.

Now with confidence I shutdown, pulled the 350GB Seagate drive installing the 500GB Western Digital and loaded Suse 11.2 Linux, which was the initial plan. About 2 hours later the laptop of my dreams was sitting
before me, It hasn’t missed a beat since.

A few months later I upgraded to 11.3, in the following months I have been so pleased I have purchased 4 more of these laptops at baby needs shoes prices, all not working, all responding to the same therapy.
Thanks Bill, never could have afforded them if they worked!

Advise for all purchasing new computers / electronics. Follow the initial charging instructions! All semiconductors are subject to "New device mortality rates" the longer the device has been operating the more reliable it is. General guidelines advise a minimum "burn in" of 200 hours for hi-rel applications. I leave my new stuff on for months, if it's destine to fail it's going to do it while it's under warranty.

For computers, STFW for "live CD distributions" these are alternative OS's that run albeit slowly but entirely off the CD without altering your hard drive. A wonderful tool to find who's really responsible for your misery.

Ultimately it's always "caveat emptor" arm yourself with knowledge, you'll find life requires far less KY jelly, best of decisions and fortune to all.

"I fix windows but I work on Linux"
     
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Starlord on 2011-01-18:
I agree, Gateway is not all bad, they work great as a boat anchor. We bought a Gateway computer, and had trouble from day one. The Tech Support people kept referring me to one of the manuals that came with it until the period we could have had them just swap it out had passed. When I called them on giving us the run-around, they acted like they were offended for even being accused of such. We were finally told to take the computer to a Gateway shop in Chandler, AZ (from Casa Grande) where it was discovered that the unit had a bad hard drive. Then we had to wait three weeks for a new drive to be shipped. When we got it back, it still never worked right. Or, a Gateway makes a wonderful bad example.
McDuff426 on 2011-01-20:
Hi starlord, wish you would have had a better outcome, for some reason Gateway uses Seagate as an OEM supplier.Space is a vacuum because all the Seagate drives are here, all the lost bits go to Oregon. Gateways product support, just as horrible as Acer and HP,

That was the intent of my first paragraph to qualify my commentary. the basic hardware package is a good sound package and a good value. the drive and non existent support organization sux.

About the only laptop that has good everything is the Panasonic Tough Book, I'd love to have one but I don't want another mortgage.
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Won't turn on
Posted by on
I purchased this last Christmas. All of a sudden it wouldn't power up after only 11 months! I tried to search the internet for help... nothing. I tried the customer service number and all I got was a recording. My husband lost his job 2 years ago. When he finally got a job... this was our Christmas gift to one another but now... worthless. We don't have money to fix this and we shouldn't have to fix this after this short amount of time. I will never buy a Gateway anyything again. It has been a complete waste of time and money. I advise everyone to steer clear of Gateway products.
     
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GenuineNerd on 2011-01-04:
Did you get a warranty or a service contract with this laptop? If you bought an extended warranty, the cost of repair may have been covered...but sometimes those warranties have a lot of holes in them...especially Best Buy warranties. Still, a laptop should not fail after only 11 months.
impala3400 on 2011-01-04:
I will never buy anything Gateway again. I purchased a Gateway computer it was my first computer and Besides being over priced their tech line is useless. Every time I called I got someone with an accent That couldn't help. And then when they got frustrated would disconnect or hang up on me. I finally sold it to a friend and bought a HP and love it, it was cheaper and more memory and faster. Great video and audio cards.
leet60 on 2011-01-04:
This is a relatively old model of laptop. If I recall correctly there should be an LED indicator (light) that shows if the unit is receiving power from the adapter when it is plugged in.

If it does not show "green" when plugged in it could be one of several issues.

1. The battery is drained completely
2. The connector on the motherboard where the AC adapter plugs in is loose (these are typically fragile and attached only with a few spots of solder).
3. The fuse is blown. I recall this model having a fuse on the motherboard. It is not possible to change it without opening the unit.

As you mention it has only been 11 months I would get aggressive about contacting them as the unit was manufactured with a 12 month warranty.
jktshff1 on 2011-01-04:
leet +10
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Never Ever Buy Anything From Gateway
Posted by on
I purchased my laptop in January of 2007. I am a college student and greatly depend on my lap top. Towards the end of the school year (May), my laptop was not charging correctly. This was JUST FOUR MONTHS after I bought the product. Since school was almost done and I put up with it. By the time I was finished school I could not even get the lap top to turn on. Once I went home for the summer I used the desktop at my house. July 21, 2007 I called technical support because I needed the problem to be fixed for the upcoming school year. The technician thought that the problem was with my AC adapter and sent a new one to me. I got the new adapter early August. By November 23, 2007 I was YET AGAIN in need of a new adapter. I called tech support and they sent me a newer version of the AC adapter. THE LAST ADAPTER LASTED THREE MONTHS!

It is now March and I am having the same problem. For the last couple of months I have put up with this terrible product. The only way I can charge the lap top is by literally holding the charger in place and pushing on the cord until I have marks on my fingers. The second I let go, the charger is not recognized by the lap top. After charging it to get a full battery, it dies in about 20 minutes. I literally sit through class with one hand on the adapter and the other hand typing. As of today, my lap top will NOT turn on. Gateway should be thanking me for being as gracious as I am about the faulty product they have on the market. I called tech support yesterday.

My warranty ran out in January of 2008, just two months ago. The woman I spoke to on the phone said that since I only had a two prong adapter, that sometimes you have to get another one. After a long talk with her, she finally gave me the number for corporate. Even she finally agreed that I shouldn't need to get three new adapters a year. When I finally got through to someone at corporate and explained my problem, he diagnosed it as a much different problem, or should I say...a much more expensive problem. Now that my warranty is up, they are expecting me to pay 250 dollars on a repair that they should have been able to fix all last year when I explained my problem to them. Now, all of a sudden, they conveniently have a different idea of what needs to be fixed at my expense.
I could not be more frustrated with this product.

I will never buy any product from Gateway EVER again and will make a point to tell everyone I know about what terrible products Gateway produces. It is ridiculous that a product I paid hundreds of dollars had severe problems just months after I bought it. Gateway needs to stand by their crappy products and take responsibility for their poor quality.

NEVER EVER BUY A GATEWAY BECAUSE THEY ARE NOT WORTH ONE CENT OF YOUR MONEY. THEY ARE THE WORST POSSIBLE PRODUCTS ON THE MARKET. I HAVE NEVER BEEN SO DISAPPOINTED WITH A PURCHASE IN MY LIFE.
     
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User Replies:

Garcos1 on 2008-05-31:
Date: June 1, 2008
From: Oscar BSN RN, MSN, MBA
Garcos Consulting Inc.
To: Customer Service and or to whom may care about the small customer
Re: 1. SERVICE REQUEST 2-2602581903 – Appalling Customer Service and comments by your agents using an evident extortive approach.
2. Poor Customer Service
3. Sold me the wrong memory for my notebook to earn a quick dollar.
4. On May 27, 2008 Received my computer back damaged (scratched-dented underside)
5. Made me beg.
On or about the last week / first week of May, 2008, I contacted customer service via the telephone to ask questions relative to restoring my notebook using the restore CD for the following reasons:
1. PDF reader became dysfunctional
2. The computer was excessively slow and at times would start in what appeared to be safe mode without being prompted
3. I was unable to download PDF reader software
We worked together on the problem. He asked me to start my notebook, and we moved through some of the programs in an attempted to diagnose a problem. (You can listen to the recording). At the end of the session, he recommended that I purchase more memory which I did (to find that he sold the same level of memory that I already have) and to send in my computer to your service center in Tennessee via DHL (A service like FedEx, but apparently less competent ). I packed my computer as instructed into a new box and send it in.
On May 8th, I received an email form a Gateway representative by the name of Latisha Aguilar (below is a copy and paste of the email).
“I TRIED TO CONTACT YOU BUT YOUR PHONE NUMBER HAS BEEN DISCONNECT IN REFERENCE TO YOUR UNIT YOU SENT IN FOR SERVICE. AS OF YESTERDAY IT HAS BEEN PLACED ON HOLD DUE TO YOUR WARRANTY DOESN'T COVER YOUR CRACKED LCD AND WE NEED TO COLLECT A PAYMENT OF 549+TAXES. PLEASE USE THE PHONE NUMBER ON THE BOTTOM TO CALL US AND LET US KNOW YOUR DECISION. Thank You, Latisha Aguilar SERVICE DISPATCH 1-800-487-1150”
She sent me the wrong phone number and my telephone was never disconnected so I doubt she ever called. I manage a Trauma Unit and on stand-by status at all times and my phone is ALWAYS with me.
After the above email; I contacted tech support using the correct phone number. 1-877-487-1150. I spoke with two different people whom names I do not recall. Bothe of these person told me. “You sent in your computer with a broken monitor so either you pay 549 dollars or we cannot fix your computer”
I pleaded at first and explained that I did not send in a computer with a broken monitor but I would not be heard. At one point I was told “you either pay the 549 dollars or we will send you your computer back broken; the way you sent it.” (The comments are not verbatim, I am making them from memory but the discussions became heated and significantly worse than described here).
I finally spoke to a Nancy Fry about the week of May 10th; who continued to use the same condescending tone as your other tech support representatives. She blamed me for sending in a notebook with the broken screen (LCD) and had a “we are in control attitude; so you (meaning me) better listen or we will not help you and take your money.” She basically told me “Oscar I just want you to be honest.”
She finally had someone sent me some pictures of my computer with a fracture screen and pictures of the box that was significantly damaged. After receiving the pictures I called her and leaded once again that I had not sent in a computer with a broken LCD display. She used the same condescending voice as all your other people and from the tone of her voice (I have a recording of our last discussion as I agreed to be recorded based on your own recording) she reluctantly told me “I am sending a damage report to DHL” or something to that effect. I asked her one last time; will you fix my broken LCD; she was short tempered did not answer my questions and just said. I am sending the report.
I asked, when will I know if you will cover the damages; she responded “someone will call you.”
No one ever called me.
Gateway, I have never been treated like this by even my worst customer service experiences. I have purchased three (3) notebooks form you in the past three years and was planning on purchasing more of oyur products for my office as well as others’ (entertainment system and such). However, based on this terrible experience; I will never again use any purchase any of your products. Furthermore, I will tell ten people to tell ten people, to tell ten others not to use you.
I have two graduate degrees, I am a consultant, an educator, and public speaker. I will indeed use this Gateway story as an example of poor customer service and will tell my audience not to use your products. I am very upset!
I hope that you treat other customers with some dignity and respect. We are not crooks and or send in our computers to be fixed so that you tell us (customer) that when the same are damaged during transport that we did this on purpose.
In as far as the memory that was sold to me that was the same as what my system already and; is yet another example of the incompetence of your staff and your service.
I hope that you listen to the recordings of my conversations. I hope that you perform a retrospective analysis of your customer service process because it lacks basic human respect.
I know I am a small customer and have only spent about 10,000K with you but you have lost me as a customer and any future business from me!
Extremely dissatisfied Customer and a Customer you have lost.

Oscar, Bachelor Degree RN, Master Business Administration, Master Nursing Science
President: Garcos Consulting Inc.
Garcos1 on 2008-05-31:
Gateway will and Should not survive unless they respect the customer.

Date: June 1, 2008
From: Oscar BSN RN, MSN, MBA
Garcos Consulting Inc.
To: Customer Service and or to whom may care about the small customer
Re: 1. SERVICE REQUEST 2-2602581903 – Appalling Customer Service and comments by your agents using an evident extortive approach.
2. Poor Customer Service
3. Sold me the wrong memory for my notebook to earn a quick dollar.
4. On May 27, 2008 Received my computer back damaged (scratched-dented underside)
5. Made me beg.
On or about the last week / first week of May, 2008, I contacted customer service via the telephone to ask questions relative to restoring my notebook using the restore CD for the following reasons:
1. PDF reader became dysfunctional
2. The computer was excessively slow and at times would start in what appeared to be safe mode without being prompted
3. I was unable to download PDF reader software
We worked together on the problem. He asked me to start my notebook, and we moved through some of the programs in an attempted to diagnose a problem. (You can listen to the recording). At the end of the session, he recommended that I purchase more memory which I did (to find that he sold the same level of memory that I already have) and to send in my computer to your service center in Tennessee via DHL (A service like FedEx, but apparently less competent ). I packed my computer as instructed into a new box and send it in.
On May 8th, I received an email form a Gateway representative by the name of Latisha Aguilar (below is a copy and paste of the email).
“I TRIED TO CONTACT YOU BUT YOUR PHONE NUMBER HAS BEEN DISCONNECT IN REFERENCE TO YOUR UNIT YOU SENT IN FOR SERVICE. AS OF YESTERDAY IT HAS BEEN PLACED ON HOLD DUE TO YOUR WARRANTY DOESN'T COVER YOUR CRACKED LCD AND WE NEED TO COLLECT A PAYMENT OF 549+TAXES. PLEASE USE THE PHONE NUMBER ON THE BOTTOM TO CALL US AND LET US KNOW YOUR DECISION. Thank You, Latisha Aguilar SERVICE DISPATCH 1-800-487-1150”
She sent me the wrong phone number and my telephone was never disconnected so I doubt she ever called. I manage a Trauma Unit and on stand-by status at all times and my phone is ALWAYS with me.
After the above email; I contacted tech support using the correct phone number. 1-877-487-1150. I spoke with two different people whom names I do not recall. Bothe of these person told me. “You sent in your computer with a broken monitor so either you pay 549 dollars or we cannot fix your computer”
I pleaded at first and explained that I did not send in a computer with a broken monitor but I would not be heard. At one point I was told “you either pay the 549 dollars or we will send you your computer back broken; the way you sent it.” (The comments are not verbatim, I am making them from memory but the discussions became heated and significantly worse than described here).
I finally spoke to a Nancy Fry about the week of May 10th; who continued to use the same condescending tone as your other tech support representatives. She blamed me for sending in a notebook with the broken screen (LCD) and had a “we are in control attitude; so you (meaning me) better listen or we will not help you and take your money.” She basically told me “Oscar I just want you to be honest.”
She finally had someone sent me some pictures of my computer with a fracture screen and pictures of the box that was significantly damaged. After receiving the pictures I called her and leaded once again that I had not sent in a computer with a broken LCD display. She used the same condescending voice as all your other people and from the tone of her voice (I have a recording of our last discussion as I agreed to be recorded based on your own recording) she reluctantly told me “I am sending a damage report to DHL” or something to that effect. I asked her one last time; will you fix my broken LCD; she was short tempered did not answer my questions and just said. I am sending the report.
I asked, when will I know if you will cover the damages; she responded “someone will call you.”
No one ever called me.
Gateway, I have never been treated like this by even my worst customer service experiences. I have purchased three (3) notebooks form you in the past three years and was planning on purchasing more of oyur products for my office as well as others’ (entertainment system and such). However, based on this terrible experience; I will never again use any purchase any of your products. Furthermore, I will tell ten people to tell ten people, to tell ten others not to use you.
I have two graduate degrees, I am a consultant, an educator, and public speaker. I will indeed use this Gateway story as an example of poor customer service and will tell my audience not to use your products. I am very upset!
I hope that you treat other customers with some dignity and respect. We are not crooks and or send in our computers to be fixed so that you tell us (customer) that when the same are damaged during transport that we did this on purpose.
In as far as the memory that was sold to me that was the same as what my system already and; is yet another example of the incompetence of your staff and your service.
I hope that you listen to the recordings of my conversations. I hope that you perform a retrospective analysis of your customer service process because it lacks basic human respect.
I know I am a small customer and have only spent about 10,000K with you but you have lost me as a customer and any future business from me!
Extremely dissatisfied Customer and a Customer you have lost.

Oscar, Bachelor Degree RN, Master Business Administration, Master Nursing Science
President: Garcos Consulting Inc.
Fred45 on 2009-09-28:
did I read that right? you had to hold the ac adapter in the computer? That sounds like a broken dc pin on the motherboard. This usually happens from yanking the cord out or pushing in to hard and breaking the plug. Usually means you need a new motherboard. Yep, it's the companies fault you broke your computer.
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Gateway garbage
Posted by on
SKOKIE, ILLINOIS -- I purchased a Gateway MX6956 computer on 11/28/2006 from Best Buy #302 Skokie, IL. The unit worked without any problems until August 2007 when the Sprint Mobile Broadband PCMCIA card failed to power up. However, the same PCMCIA card as well as the Sprint Mobile Broadband service do work in my Toshiba notebook computer. I worked with Sprint Technical Support and Gateway Technical Support and it was determined that the computer would have to be returned to the Best Buy Store for service. I returned the computer to the store three different times for service. After each time I returned the computer it was out of service for 3-4 weeks, I was then informed that the computer was ready to be picked up and no trouble was found. However each time I returned to the store to pick up my computer I brought the Sprint PCMCIA card with me and had the personnel at Best Buy test the computer with the card, it failed each time. The card will not power up which was verified by the support staff at the Best Buy store . Each time they sent the computer out again for service after verifying that in fact there was a problem. Each time the computer was returned to me, the only service performed was that the operating system was reinstalled.

After receiving no satisfaction from Best Buy I contacted Gateway. The computer has been sent to the Gateway Service Center in LaVergne, Tn seven different times for service of the same problem, PCMCIA card slot will not power up. It is then returned to me as No Trouble Found, No Failure Claim Description Provided, even though I had spoken to Gateway Technical Support on the phone and provided a description of the problem prior to sending the computer in. It was determined by the phone support personnel through their troubleshooting procedures that the computer would have to be returned for service. The telephone support personnel had determined that the mother board would need to be replaced.

It was returned to me after the seventh time for service from Gateway and the computer continued to fail. I called Gateway and spoke to David, Employee GWNR107 and was told there was nothing else they could do to resolve the problem.They do not know what is wrong and cannot repair the computer. It was just my tough luck and I should not bother them anymore. Needless to say I was astonished at the poor quality of service provided by a representative of Gateway and asked to speak to a manager. I was then connected to Tiffany who refused to provide me with an employee ID. The conversation began very pleasantly and I was happy that I was finally going to get this problem resolved. After I had explained what had transpired, the tone of the conversation changed. I was informed that in the four months since I have been attempting to get this computer repaired that the warranty no longer covered the notebook. She told me that I did not have an extended warranty and that there was nothing Gateway was going to do, they are unable to determine what the failure is and I should just forget about the problem and not bother them anymore. End of conversation.

I believe that I have been more than patient in dealing with an arguably incompetent organization, Gateway. I now want a complete refund of the price I had paid in order that I may purchase a new computer of any other brand but Gateway. This was my first Gateway computer and most definitely will be the last. I will be able to provide documentation of the three service tickets from Best Buy and the seven different service tickets from Gateway, as well as sales receipts, upon request. I want to add that I am composing this email on my Toshiba Satellite notebook computer using the Sprint Mobile Broadband service PCMCIA card to connect to the network. The same PCMCIA card and service that will not work on the Gateway computer.
     
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User Replies:

Garcos1 on 2008-05-31:
Date: June 1, 2008
From: Oscar BSN RN, MSN, MBA
Garcos Consulting Inc.
To: Customer Service and or to whom may care about the small customer
Re: 1. SERVICE REQUEST 2-2602581903 – Appalling Customer Service and comments by your agents using an evident extortive approach.
2. Poor Customer Service
3. Sold me the wrong memory for my notebook to earn a quick dollar.
4. On May 27, 2008 Received my computer back damaged (scratched-dented underside)
5. Made me beg.

On or about the last week / first week of May, 2008, I contacted customer service via the telephone to ask questions relative to restoring my notebook using the restore CD for the following reasons:

1. PDF reader became dysfunctional
2. The computer was excessively slow and at times would start in what appeared to be safe mode without being prompted
3. I was unable to download PDF reader software

We worked together on the problem. He asked me to start my notebook, and we moved through some of the programs in an attempted to diagnose a problem. (You can listen to the recording). At the end of the session, he recommended that I purchase more memory which I did (to find that he sold the same level of memory that I already have) and to send in my computer to your service center in Tennessee via DHL (A service like FedEx, but apparently less competent ). I packed my computer as instructed into a new box and send it in.

On May 8th, I received an email from a Gateway representative by the name of Latisha Aguilar (below is a copy and paste of the email).

“I TRIED TO CONTACT YOU BUT YOUR PHONE NUMBER HAS BEEN DISCONNECT IN REFERENCE TO YOUR UNIT YOU SENT IN FOR SERVICE. AS OF YESTERDAY IT HAS BEEN PLACED ON HOLD DUE TO YOUR WARRANTY DOESN'T COVER YOUR CRACKED LCD AND WE NEED TO COLLECT A PAYMENT OF 549+TAXES. PLEASE USE THE PHONE NUMBER ON THE BOTTOM TO CALL US AND LET US KNOW YOUR DECISION. Thank You, Latisha Aguilar SERVICE DISPATCH 1-800-487-1150”

She sent me the wrong phone number and my telephone was never disconnected so I doubt she ever called. I manage a Trauma Unit and on stand-by status at all times and my phone is ALWAYS with me.

After the above email; I contacted tech support using the correct phone number. 1-877-487-1150. I spoke with two different people whom names I do not recall. Both of these persons told me. “You sent in your computer with a broken monitor so either you pay 549 dollars or we cannot fix your computer”

I pleaded at first and explained that I did not send in a computer with a broken monitor but I would not be heard.

At one point I was told “you either pay the 549 dollars or we will send you your computer back broken; the way you sent it.” (The comments are not verbatim, I am making them from memory but the discussions became heated and significantly worse than described here).

I finally spoke to a Nancy Fry about the week of May 10th; who continued to use the same condescending tone as your other tech support representatives. She blamed me for sending in a notebook with the broken screen (LCD) and had a “we are in control attitude; so you (meaning me) better listen or we will not help you and take your money.” She basically told me “Oscar I just want you to be honest.”

She finally had someone sent me some pictures of my computer with a fracture screen and pictures of the box that was significantly damaged. After receiving the pictures I called her and leaded once again that I had not sent in a computer with a broken LCD display. She used the same condescending voice as all your other people and from the tone of her voice (I have a recording of our last discussion as I agreed to be recorded based on your own recording) she reluctantly told me “I am sending a damage report to DHL” or something to that effect. I asked her one last time; will you fix my broken LCD; she was short tempered did not answer my questions and just said. I am sending the report.

I asked, when will I know if you will cover the damages; she responded “someone will call you.”

No one ever called me.

Gateway, I have never been treated like this by even my worst customer service experiences. I have purchased three (3) notebooks from you in the past three years and was planning on purchasing more of your products for my office as well as others’ (entertainment system and such).

However, based on this terrible experience; I will never again use any purchase any of your products. Furthermore, I will tell ten people to tell ten people, to tell ten others not to use you.

I have two graduate degrees, I am a consultant, an educator, and public speaker. I will indeed use this Gateway story as an example of poor customer service and will tell my audience not to use your products. I am very upset!

I hope that you treat other customers with some dignity and respect. We are not crooks and or send in our computers to be fixed so that you tell us (customer) that when the same are damaged during transport that we did this on purpose.

In as far as the memory that was sold to me that was the same as what my system already and; is yet another example of the incompetence of your staff and your service.

I hope that you listen to the recordings of my conversations. I hope that you perform a retrospective analysis of your customer service process because it lacks basic human respect.

I know I am a small customer and have only spent about 10,000K with you but you have lost me as a customer and any future business from me!

Extremely dissatisfied Customer and a Customer you have lost.

Oscar, Bachelor Degree RN, Master Business Administration, Master Nursing Science

President: Garcos Consulting Inc.
thecustomer1@yahoo.com on 2012-07-08:
Oscar,
I can sympathize with the difficulties you have experienced in dealing with Gateway. An incompetent organization staffed by bumbling idiots.

I have never received a refund or replacement for the defective laptop computer that I purchased at Best/Worst Buy in Skokie,IL.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
5 Day Old Laptop and It's Dead, Taking It Back for Another Brand
Posted by on
Rating: 1/51
LAWRENCEBURG, INDIANA -- I have never had a laptop and was very excited to get my new Gateway. Five days after purchasing it the screen froze up with only a black screen and the white arrow. I called a tech support number first and the only way they could help was to sell me an $99 tech support package. Then I called another number and I was told to take off the battery and then put it back on and tap f2, again nothing but an offer for me to ship it back. So I am taking it back for a different manufacturer!
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Problems connecting peripherals/bad customer service
Posted by on
Rating: 1/51
I regret having bought this laptop. I have had problems connecting it to my printer (it doesn't even recognize that it is connected) and connecting the laptop to my external monitor with an HDMI cable and getting a full-screen image. I have no problems connecting with the three older laptops I own--a Dell, a Toshiba, and an HP--so I'm confident it is the Gateway laptop. Your tech support was unable to solve the monitor issue and told me my only recourse on my three-month-still-under-warranty computer is to PAY for tech support. The lack of competency in dealing with my monitor issue makes me doubt you'll be able to fix the printer issue unless I pay for tech support. Sad. I will rely on Googling the problems to find solutions; it's likely I'll have more success.

I wish I could get my money back on this laptop and will tell anyone who asks (or many who don't) that they shouldn't buy a Gateway computer.
     
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Alain on 2012-03-26:
I just read an article reviewing Gateway/Acer 2011 and their Tech Support only got a 4/15 pts. so you are probably better off listening to someone on Goggle. http://www.laptopmag.com/mobile-life/acer-gateway-brand-rating-2011.aspx
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