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Gateway Monitors

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Gateway's Horrendous Display of Customer Service
Posted by on
Rating: 1/51
NEW YORK, NEW YORK -- First off, it is no coincidence that Gateway Review Forums are absolutely loaded with terrible reviews. That should be noted by anyone reading this, and passed on accordingly. I'm a fairly reasonable guy, and I can confidently say that the customer service I recently received from Gateway has undoubtedly been the worst customer service I've ever experienced.

Similar to many other reviews on these forums, my issue with Gateway involved their warranty, the repair center, and Gateway's failure to act with even the slightest amount of integrity during the entire process. I'm not even a classic reviewer - I haven't written one in years. I've been pissed off and tempted plenty of times, but I'll usually just let it go. This situation with Gateway, however, is just so absolutely horrendous, that I am left with no choice but to do my part in spreading the word on the pathetic excuse for a company that is Gateway.

I bought my Gateway PC (Windows 8) on May 21st, 2013. Not 2 months later, I cannot install Windows Updates without an immediate freeze, cannot shut down the computer, cannot restart, reset, refresh to factory settings, system restore - nothing. The hardware is busted. So I call up Gateway and after basic troubleshooting attempts, they advise me to send it in for repair under my 1-year Limited Warranty. After a long discussion, they tell me to ship it out to them in Texas to the Acer Repair Center. I was foolish enough to not consider the shipping cost, which was ~$40.00, until after the fact. That night, I call up Gateway requesting a refund on the $40.00 - reasoning that I just bought the computer two months ago and should not be responsible to pay for the shipment out to them - and they tell me they won't do it. So that pissed me off, but I had other things going on - and I let it slide.

Two weeks later (yesterday), my computer arrives back from the Acer/Gateway Repair Center. Very excited, I open it up and plug it in. Had I read these other reviews, I would have already known what was about to happen. I turn it on - and this is 100% accurate - within 30 seconds, I realize that every single problem with the PC remained unfixed. I literally couldn't even believe it, so I tried a couple of things with the hopes that it was just rusty. Negative. Gateway had sent me back my PC, two weeks later, in the same defective condition it went out. Not a single defect was fixed. So I call Gateway. My biggest issue was not that it remained defective (although that obviously pissed me off quite a bit), but that it took me one attempt to plainly see that the computer was not fixed. I logged on, did a quick check, and immediately noticed. What does that say about Gateway's technicians, let alone Gateway's level of care for their customers? After 30 minutes or so of back and forth, I make my way to the "highest" level of customer service that exists at Gateway - the corporate section. Needless to say, the conversation was highly unsatisfactory. I wish I had recorded the phone call so I could post it right here with my review. The customer service at this level wasn't just horrendous, it was virtually non-existent. At the end of the long, fruitless conversation I had with that robot, the best Gateway was willing to offer me was a 30-day extension on my warranty (10 months away). And she couldn't tell me enough how great of a courtesy I was receiving from Gateway. I was so appalled by this suggestion that I refused it, and don't regret doing so. Despite me explaining that I bought the computer two months ago, paid $40 to ship it out there, and patiently waited two weeks for its return only to find it in the same condition in which I sent it out - there was nothing Gateway would do to rectify the situation. So that was that. My computer is currently on its way back to Texas, likely to return defective for a second time. In the literal sense of the word, it is truly unbelievable that a company of this size could possibly be so devoid of integrity.

I think it's safe to say that I wish you stay far away from Gateway products, both for my, and your, personal well-being. At least until they get their act together, which doesn't seem like it's going to happen anytime soon. For one, based on my, and everyone else's recent experience with Gateway, their computers seem to be very poorly manufactured. Every other review you find on Gateway mentions continuous failures in their PC/Laptop. Second, when your computer does inevitably malfunction, you will have no choice but to ship it out to Gateway's Repair Center. Who knows what those numbskulls even do over there, but if we're going off of these reviews, they certainly aren't doing their job. And third, every single time you have even the slightest issue with your computer, you have to deal with this disgrace of a customer service process. I remain stunned from the entire experience and my subsequent discovery of all these other reviews. I advise anyone considering purchasing a Gateway product to think twice, and even three times, before doing so. They simply cannot be trusted right now.

I let the Gateway corporate team know before I got off the phone that I would spread word of my experience with them, and that is what I must do. Take these words, and spread them.

- Buzz Funksteen
     
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trmn8r on 2013-08-02:
You know, mistakes happen.

Did the CSR offer to pay the shipping the second time around? When you say that you "let it slide" to pay shipping the first time, was it stated in the warranty that shipping is the responsibility of the consumer? If so, nothing really slid - those are terms of the warranty. If that is not how the warranty reads, then Gateway should have paid. My guess, since Gateway would "do nothing" is that it is the former.
Weedwhacked on 2013-08-02:
"reasoning that I just bought the computer two months ago and should not be responsible to pay for the shipment out to them"

What does the warranty state about the shipping? That's what really matters, not your "reasoning." I agree though that sending back your PC without having corrected the issues is beyond ridiculous.
skp on 2014-02-28:
I purchased a new desktop w Windows 8
It lasted less than 30 days would not even turn on, same atrocious customer service as I am reading here, also sending mine to Temple for them to fix, 1yr warranty. The last Gateway computer lasted 12 years no prob.
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Don't buy from Gateway
Posted by on
I bought a 30" monitor from Gateway in early 2008. It recently began failing. I called their number, and got an automated response robot. It demanded that I enter my serial number, which is of course printed on the back of the monitor in tiny letters. I entered this number several times, and each time, it was rejected, and I was then hung up on. I kept trying to talk to a live person, but I was unable to. Apparently, if the item for which you're entering the serial number is no longer under warranty, it rejects the serial number, and they won't even talk to you! That's pretty bad.

So then I tried to talk to someone in sales. Well, you can't even talk to them if you want to buy something from them! They redirect you to one of their authorized resellers, and then hang up on you. All I wanted was to get some information to help me find some place that could repair this $1500 monitor.

I did manage to "chat" (meaning conversing with them by typing into a window and reading their much delayed responses) with one of their support technicians who reluctantly agreed to communicate with me, and I ended up taking the thing to Best Buy.

They insisted that they couldn't service the monitor unless it was "in their system", because they absolutely had to have an in-house sku. Failing to find this sku would result in them having to email headquarters to get one generated, and they said this could take anywhere from 2 days to 2 weeks. Meanwhile, I'm without a monitor. Well, after about an hour, they finally got the sky, and sent it off to be repaired. I should have it back in a couple of weeks, or maybe more.

Meanwhile, I am using a spare monitor that I bought off Craigslist for $80.

This pretty much took up my whole day. Oh, and I didn't know it was the monitor, and I bought my computer from Dell. I chatted with Dell, and they thought it was a bad graphics card, so I ordered one, got it, installed it, and found out that this wasn't the problem. So I had to bundle it up and ship it back, and put the old graphics card back in. All this, because Gateway apparently used substandard parts, and has no customer service. They used to be so nice.

Avoid Gateway!!
     
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Gateway LCD Monitors = C.R.A.P.
Posted by on
CHRISTIANA, DELAWARE -- Bought two of their 22-inch FPD2275W LCD monitors in late Sept. 2007. What a huge pile of crap!!!! For starters, Gateway uses a non-proprietary composite connector, so an RCA jack would not fit. Thus, no composite connectivity with this monitor. The 3 x RCA connectors worked -- for about 1 hour. Then, the image fell apart and never came back -- another cut-rate circuit fried!! So, if like myself, you wanted to use this monitor also for video or game console connectivity -- forget about it.

I called Gateway Tech Support the day after I purchased the two monitors. THEY TOLD ME THAT THIS WAS "BEYOND THE SCOPE OF THE USUAL TECH SUPPORT" AND THAT I WOULD HAVE TO PAY A $79.95 "FEE-BASED SUPPORT." THE DAY AFTER I GOT MY MONITORS!? I DON'T THINK SO. Also, beware that no warranty card or information comes with the monitors in the box!!!! You are entirely unprotected with these creeps!!!

As everyone notices, the bleed-through is so bad, it seems like they have three or four fluorescent tubes lighting up the screen from beyond. Forget blacks -- you hardly have grays. There is no uniformity on the screen -- more like a map, with highs and lows. I also had 3 RED PIXELS on one of the monitors all burnt out when I powered the thing on.

I returned both Gateway monitors to Circuit City on the third day after purchasing them, WHERE I WAS HIT WITH A 15% RESTOCKING FEE!!! Thus adding insult to the injury already suffered.

Listen up: stay the hell away from Gateway products if you know what's good for you. Now that ACER had purchased GATEWAY, word out is that ACER will just ax the brand anyhow, so morale at Gateway must be at an all-time low. Plus, their products are classical duds.
     
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ThinLazyAmerican on 2007-10-03:
I always thought Gateway was junk. Let's say Gateway is a Hyundai and the next one down is a Kia or an E-machine.
Sparticus on 2007-10-03:
Thanks for the review... I was looking at a Gateway 22 inch monitor earlier this year when I finally decided to go with my HP 22 inch. If you are looking for a great monitor, definitely check out the HP 22 inch (HP W2207 model). Mine has a great adjustable, sturdy stand... and the brightness and image quality is awesome...
CrazyRedHead on 2007-10-03:
Take it back to where you purchased it from, unless you purchased it online directly from Gateway.
Anonymous on 2007-10-03:
Any modern LCD monitor does not support DVI (digital source) input/output is junk.
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Frustrating Experience with Gateway Customer Support
Posted by on
HOUSTON, TEXAS -- I purchased the Gateway Desktop PC Model No: GT5263E along with the 22 inch wide screen LCD Monitor (Model Number: FPD2275W) on Nov 24 2006 from Office Depot. [Serial Number: CCZ6A N10 03370]

The 22 inch monitor is a defective piece. It has vertical patches in which the images and text look blurry.

I contacted Gateway Technical support on Dec 8 06 and went through the rituals of all the initial checks and troubleshooting. The technical support representative (Kelly – Badge no. 72877) concluded that the monitor is faulty and they will be sending the replacement monitor.

The monitor never arrived. So I called again on Dec 15. I again started all over with the new tech support person Elias (Badge 011- the number seemed suspicious). He took my credit card info, told me that the retainer of $98 will be charged, but after that nothing happened.

I again called on Dec 21 06 and spoke to third rep – Fia (Badge No. 72442). She was not successful is setting up the RMA. At least she acknowledged that there is some problem. She informed her supervisor – Mirko who was supposed to resolve this.

On Dec 22, I called again (4th call) to find the status of the replacement monitor. The rep – Paul (Badge 68684) could not create the RMA.

I then spoke to the manager “Mani” who had nothing new to offer but was also very rude on the phone and does not deserve to be a Customer Support Manager. In my 4 calls each lasting at least 45 minutes plus emails I have wasted 4 hours of time which I bill to my clients at the rate of $200 per hour. This is more than the cost of entire PC that I am stuck with.

If there is any problem in RMA processing, I should be notified by email or phone call. Just ignoring is very irresponsible. I bought the Gateway machine thinking that I will get a better service. However, exactly opposite is happening. I am frustrated with the attitude and style of the technical support.

I recommend to stay away from Gateway even if they offer their products free to you. Because they will give you all faulty pieces and the customer service sucks. They are not only un-professionals, but very arrogant as well.
     
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tnchuck100 on 2006-12-23:
I do agree, Gateway has fallen short of acceptable customer service. However, I find it hard to sympathize with someone who screws people at the rate of $200 per hour.
Anonymous on 2006-12-23:
Why didn't you take the monitor back to Office Depot? Even if the computer and monitor were packed in one box they can take a new monitor out of another box and then ship the whole thing back to Gateway as defective. I'd also check my credit card statement to see if they ever charged the $98 retainer fee.
Anonymous on 2006-12-23:
I don’t think they have any better Customer Support then anybody else. Customer Support seems to be just a smoke screen for companies to cover up their mistakes. Charging $200.00 per hour is for what? Do you provide a reasonable service?
therocketeer on 2006-12-27:
What kind of business do you own charging people $200 an hour. A computer tech doesn't even charge that much. If Gateway was able to do something for you they would of, If you charge $200 an hour you could afford another computer. Customers like you make the industry bad. I petty you.
lunarRock on 2008-05-13:
I completely understand your frustration. I just bought thhe same monitor and now I have to deal with them. I hope it is not painful. same prob too.
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Poor Customer Service
Posted by on
Where to start. They were impossible to get to the right person regarding a monitor that was sent in for repair. Rude service personnel who hung up when I asked to speak to a supervisor. I called again and was told that supervisors do not take call about their subordinates. I was told that if a I had a problem I would have to write a letter to the company.

They told me a repair to my high def monitor would take about 7 to 10 days. I sent the monitor in. It was under warranty but I had to pay for the shipping.

When I tracked the monitor it had been received 10 days prior and the sent no confirmation that they received it. When I talked to a representative they said that it could take 30 days. Why didn't tell me initially so I could make other plans. I use the computer for my work.

I even emailed them to find out about my monitor. I never received a reply.

This is the worst customer service I have ever had.

I will make sure I let every know that they should buy Dell or any other computer company rather than Gateway Computer as they will not give good service if anything goes wrong.

Finally I received a phone number and they could not find my service request, my service id nor my monitor. I finally gave them my Fedex tracking number and they are now trying to find the account.

It took another 20 minutes to find the monitor. When they found it they said it will take 10 more days to repair it.

It appears they have done nothing to repair it as yet.

     
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Anonymous on 2008-08-08:
Buy Dell? Boy, talk about jumping out of the frying pan and into the fire!
Bryer on 2008-09-29:
Instead of buying a Dell, or HP, or Compaq, or whatever... your best bet is to learn how to build your own computer. There is a reason Dell and all the other companies have "specials" where they sell their computers at super cheap prices. They are sub-par components. Build your own quality machine that will outlast the premade machines
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Gateway Monitors Are Crap And So Is Company Service
Posted by on
TRENTON, MICHIGAN -- I purchased a Gateway 19" LCD Monitor in May of 2006. Yesterday I turned on my computer and the screen would not light up. To check it out I plugged in an old (10 Year) CRT Monitor I had. It took right off so I knew it was not the computer. I called Gateway customer service and after a half hour of screwing around with wrong published numbers and their talking computer I got to speak with someone. He said his name was of course "Joe" although it sounded more like it should be "Gunga Din". After explaining the problem and giving him the model and serial number he explained that it is normally a two year warranty but since I bought it from "Office Depot" it is only a one year warranty. He also said I order for him to continue talking to me I would have to pay a fee of $65.00 and he had a litany of other fees I could chose from. So he said in so many word you bought it it's your problem tough sh--. I tried doing and on line chat with Gateway customer service and they dropped the call 7 times(Zack,Lilly,Ryan,Travis,Becky,Ingrid and Stacey).

All conversed in broken English, Do you think they may be giving a fake name? So I had no luck with Gateway and called to see if I could get the monitor repaired with no luck. So a less than two year old monitor goes to the curb and I go to the DELL store or someone other than Gateway.

There's about $350.00 down the toilet.
     
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Ponie on 2008-04-30:
Please be sure to flush.
MRM on 2008-04-30:
Go to Newegg.com (my favorite site) and pick out any monitor you like at a great price!
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Customer Service
Posted by on
Gateway's Customer Service is appalling.
I will not describe my story here since it is cumbersome and redundant.
The bottom line is that the public needs to know the facts: Gateway products and customer service is totally unprofessional. They do not respect the warranty or the basic rights of the customer ending up with poor products.
Do yourself a favor – look for other companies.
-Frustrated customer
     
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Anonymous on 2009-09-30:
Reviews like this help no one. If you won't describe the problem ,there is no need to write a thing.
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Gateway FPD 21 HD Monitor
Posted by on
ARLINGTON, TEXAS -- I purchased this monitor 12 months ago. As of today has stopped working. There is a problem with the internal power supply. The monitor has no picture and can not be turned off. I have to unplug it. I believe this is a fire hazard and will be recalled if Gateway will admit there is problem with the monitor and stand behind the product. Gateway's customer service is awful. Do not purchase their products. They refuse to put managers on the phone and all they want to do is sell replacements. I have read of other people having the same problems with this monitor and customer service,help. Can anyone help me resolve this problem. I need answers on how to get this resolved with Gateway. I have called and called Gateway, no response. Has anyone dealt with Gateway and gotten them to stand behind the product after the 12 month warranty is up.Please let me know how you did it.GATEWAY SHOULD BE ASHAMED, QUALITY IS NOT THERE NOR IS THE RESPECT FOR ITS CUSTOMERS-WHICH IS SAYS IS THEY ARE "DEVOTED TO TREATING CUSTOMERS WITH RESPECT". THEY DO NOT. PLEASE GATEWAY, FOLLOW YOUR CODE OF ETHICS!!!!
     
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Anonymous on 2007-04-01:
A number of years ago they had a similar problem with certain 19" monitors. The circuit board would overheat causing the screen to go blank. There were thousands of complaints but Gateway did nothing about it. The 'public' solution was to install a fan above the board.
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Computer Monitor Fire
Posted by on
Would like to hear from anyone who has had a Gateway computer monitor that caught fire.
     
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richone2007 on 2006-09-11:
mine is still working fine for 5 years...no cases of short or fire
rsolberg on 2006-10-01:
hmm... my FPD-2185 turned itself on last night and seems to have arced fairly solidly. There was a lot of black smoke and there was a distinctive glow coming from inside the monitor some time after being unplugged. I kept up with a fire extinguisher handy and put it in the bathtub before going back to bed. It's unsettling to wake to that and then have the fire alarm go off and the fire department show up.
No.9 on 2006-12-24:
Gateway computer fire; I have a 15 month old Gateway notebook computer that filled my family room full of smoke and made my home smell of burnt plastic, when plugged in to 110v for charging. Model# MA2. Glad I was home when this happened! There is no doubt I would have lost my home and our family pets. Where is consumer product testing? It seems this type of problem, with Gateway notebooks, is not an isolated occurrence.
KaraKwan on 2007-04-09:
My Gateway laptop caught our brand new home on fire. House was a complete loss. Would be interested in hearing from others with same experience. Need help! karaschmidt@homesofthenw.com
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Sent Wrong Monitor - AGAIN
Posted by on
BEAVERTON, OREGON -- I've been waiting since October 2004 for the monitor to my Gateway. Finally, it arrived, wrong one, agent said (in writing) one thing and sent another. Today I received a bill. I would really like to talk to someone in that company about how I'be been treated.
     
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davie7 on 2005-06-17:
I would advise to find someone to custom make you next computer. At least when you have a monitor go up or what ever, you can buy one from the store with less hassle. Especially with customer service reps. I got tired of dealing with big corporations.
LegalCollector on 2005-06-17:
Yeah, if its not too late, cancel that order and build your own pc, and save hundreds. Plus, you get a pc that actually works!
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