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Customer Service Is a Joke
By -

My Gateway computer is less than a year old and I've had numerous problems with it in the past year. The latest is that the hard drive crashed. The restore function on the drive was never installed by the factory so I wasn't able to make discs and recovery discs were not supplied with the product (as they used to be). After the crash I needed to buy a restore disc from Gateway - not sure where the phone call went to but it was just about impossible to understand the person on the other end of the line. I ordered the disc at about noon (EST) and requested it be shipped overnight. I was told that the disc would be sent that day.

I called the next day to get the tracking number and I was told that, not only had the disc not been shipped yet, but that it would take 3 to 8 business days to ship!! I told this guy that I had requested and paid for overnight and that I need the disc now. He then apologized (as if this makes it OK) and said that the disc would ship the next business day and I should receive it within 3 business days (?). I again stated that overnight meant the next business day.

It is obvious that in whatever country Gateway chose to have these calls go to they don't understand the meaning of "it will ship today" and the definition of the word "overnight!" I will NEVER buy another Gateway product again and I suggest you don't either.

UPDATE: I emailed Gateway (or so I thought, the email went down to God knows where) today to relay the above information. I received a reply stating that the recovery discs are on back order and that they don't know when they will be available. Now if you have read above you will see that twice I have been told that the discs would be shipping either that day or the next business day.

How then is it possible for the discs to be shipped at the same time that the discs are on back order? Am I totally missing something here (other than satisfactory customer support)? I can now see why Gateway has earned the reputation for a customer service department that totally sucks!!

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The Joke of Gateway Tech Support
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I bought a Gateway NV56 Notebook 3 weeks ago. 1 week later my kid sat on it accidentally and cracked the LCD (never mind that previous notebooks - I've had have gone through a lot tougher treatment and held strong). I checked the web to find a replacement LCD panel and had virtually no luck since the notebook was such a new model.

I used live chat with Gateway and was told they could offer no help other than to have me ship the notebook to them and pay $200 for them to repair, a repair that would take 7-10 business days (which is ALWAYS a GROSS understatement). Granted that isn't unreasonable, an LCD runs between 100-150, but time was my enemy as I use the notebook for work.

A few days later after searching some more I called Gateway and was treated like garbage for simply inquiring about buying the part from them, or seeing if a compatible part existed. An hour and 45 minutes that included 1 CSR talking down to me because I asked him a question about what exactly came with the LCD package they were at that time willing to sell me "Does that include the inverter cable, the bezel?", he essentially yelled at me that he had already told me before and then preceded read off the computer screen slowly, as I were a child.

His supervisor then cut me off, and after calling back and being transferred to their stateside customer service division I was told that "No" they cannot sell me the LCD and referred to 2 companies, one that had never heard of the part, and another that wanted to charge me $300 plus tax and shipping just for the panel, half the price of the notebook.

Gateway is a vastly different company than they used to be, their tech support department is really just a bunch of poorly trained call center workers who only know how to read off of a database and possess no computer knowledge. One even asked me what an inverter cable was. Huge regret over this purchase. PS. Well they offered no help - they were sure to tell me how I had voided my warranty and duly note that within a moment of my call.

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Shoddy Computer, Worse Tech Support
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I bought a Gateway M-1617 laptop on Valentine's Day of last year at Best Buy because my children needed another computer to do their schoolwork on and I needed an upgrade. It had all the bells and whistles and could have been a nice machine if Gateway thought about a few things before shipping the model out. My main gripe is it continually overheats. I could handle that after I got a lap desk to set it on. I was not going let this oversight affect my contentment with the computer, until one day it overheated and would not reboot. For three days it would not charge or boot up, so we assumed it dead.

My husband who fixes computers, tried to get a CD out of the drive, and the drive broke. It then booted up, imagine that, he must have knocked something back into place. I called Gateway tech support with all my paperwork, along with my receipt. I had the serial number written down, but they had no record of my computer or my registration, nor did I even get my rebate, for that matter, and since they put paper UPC stickers on the bottom of the computer, I could not verify the number. They told me without the number they couldn't help me. I called Best Buy, they didn't have the number on my card but did have record of it being sold on Valentine's Day.

I tried to get a replacement DVD-Rom drive for my computer, no luck. They asked for credit card information before they even looked for the part number. I don't think so, nope, not going to happen. I then took it to the shop to see if they could fix the drive or find another. It was in the shop for over a month before they sent it home. Nobody carries the DVD-Rom drive, the computer is still under warranty, and less than a year old. So I am screwed. I had to buy an external drive so my children could do their school work. They are now two months behind on their schooling. Thanks a lot Gateway for bad service and no replacement parts.

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Defective Product - Defunct Customer Service
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CLARKSVILLE, MARYLAND -- The saga continues: Got the laptop back after 4 weeks and third time in the Gateway shop. Froze 15 minutes after booting up. Suffered through it for a week and called back the crack Response Team. Mr. ** said he would check on what needed to be done and call me back. 4 weeks and three messages into Mr. ** and no response. I am filing formal complaint through through Attorney General's office.

Purchased the laptop through Circuit City end of August. Had several issues with computer freezing. Called customer service, who had me reload OS to no avail. Sent laptop back for repair. All they did was reload OS, something I had done already. Received computer back and this time it froze 30 minutes after booting up. After several calls, I voiced my frustration to a manager who asked me to send it in again. Two weeks later, got the computer and now it started giving the blue screen every couple of hours. Called back and got another, "Send it back". I called the VP of Senior Products and left a message regarding my experience.

Next day got a call from their "Rapid Response Team." I was assured that they would track my computer and have a senior tech look at it. This was November 20th. There was no response till I called today (18 days later) and was told that they looked at it on the 6th and that there were several issues with the OS. The computer will be mailed back in the next few days. The Rapid Response Team member said that they had several computers for repair and mine had to wait in line.

No reason why he had not followed up as promised. Also no reason why they had not found the problems the last two times they had the computer. No response to lost productivity and anguish caused by their sub-standard product. Not waiting for the now thrice-repaired product from Gateway, I purchased a Dell XPS yesterday. Works like a charm. Gateway should change their name to Rip-off Zone and save consumers a lot of heartache.

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Bad All Around... Should Of Bought A Dell
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HERNDON, VIRGINIA -- I purchased my laptop Model: M-6846 on May 23, 2008 from Best Buy. Three weeks later it was making a really loud noise. I talked to two different tech support people and one said it was a bad fan, the other said it was a bad hard drive. Keep in mind, this laptop was LESS than a month old. Took the laptop to Best Buy and after five days it was diagnosed with a bad hard drive. I called Gateway and talked to tech support and they said they would send me out a new hard drive and hold a $75 charge on my credit card until I returned the old hard drive. (Think a core fee when you buy a new auto part.)

AND that the hard drive will come blank, no operating system, no nothing! I didn't get a recovery disk with my laptop, I didn't get any disks at all. So the next day after I ordered the new hard drive, I spoke to three different people at customer service and FINALLY one told me that they would send me a new recovery disk without charging me the $20 that they wanted for the blasted thing.

Flash forward to five days later when I receive the new hard drive. I open to box and check the invoice and what do I notice but a nice little message stating that I have 10 TEN days to return the faulty hard drive or they are going to charge me the $75 fee that is being held on my credit card. The lovely tech support person that put in the order for the hard drive didn't TELL me that little important bit of information. NICE!! That day I call customer service and explain my situation and they told me that the recovery disks were back ordered and I should get the disk in about three to four weeks!! LOVELY!!

I called this evening and asked if there was anything to do about extending the time that I could return the old hard drive and they told me that the only thing I could do was to put the new hard drive in, send the old one back and wait those three to four weeks to get the recovery disk!! I AM NEVER buying a Gateway product EVER again!

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Slow Repair Service; Poor Attitude Service Attitude
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ARLINGTON, VIRGINIA -- OK, so this doesn't compare to some of the horror stories I've been reading, but I find it annoying, frustrating, and unpleasant. Purchased new from Office Depot on Nov 17 2007 for Christmas present. Didn't open the box until Jan 10th 2008 only to discover that it didn't work. After 2 phone calls it was diagnosed as a problem with the motherboard. We'd have to send it back. (Note to self: open them up right away and test them before OD's 15 day return period ends).

First disappointment - I purchased a new computer and wanted a new replacement, not repaired one (maybe I expect too much?). They sent a box (with really minimal packing) and picked it up. It arrived at their warehouse 1/16/08. Didn't hear from them. Finally called on 1/28/08. They were going to 'expedite' our issue and we were told to call back in 24-48 hours.

Second disappointment - why can't they assume some responsibility for tracking repairs of faulty products? Call on 1/28/08. Apparently there is a back order on motherboards (not a good sign. Must have been quite a batch of faulty motherboards). But they should have a new shipment by 2/1/08 with possible repair and shipping by 2/4/08.

Called on 2/4/08. Looks like they might have motherboards in? They'll expedite my case (didn't we do that once already?) and see if they can get it done and shipped so I can have my computer back. I was instructed again to call back in 24-48 hours. When I started pushing back, the 'support' (and I use the term loosely) guy got a little defiant. I wanted some extension of my warranty, given that my new computer now comes with an 11 month warranty. I was offered an extended warranty, if I wanted to purchase it, that is.

When I asked for them to call me, that also wasn't possible (I blanked out on the response. Blah blah. Warehouse. Communication. Blah blah). When I asked to speak with someone with more authority, I was told that he was a corporate manager and the person overseeing him didn't have any more authority than he did. General message from them to me as a consumer? Sucks to be you!

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Product and Customer Service
By -

PURCELLVILLE, VIRGINIA -- Purchased a 42 inch flat screen plasma TV from Gateway. Six months later the TV began making a high pitch whistle sound when it was turned on a continued until it was turned off. It took forever trying to get a Gateway rep. to listen to what was going on. Finally after a couple of days with continued calls to them, they agree to replace the TV. What we didn't realize at the time was that they replaced it with a refurbished model. Several months later, this TV stopped working all together. Called customer service to report such which took forever to get through to the right person.

Once I was finally able to speak to someone, I was informed that the warranty on the TV had expired and there was nothing they could do, but if I wanted to a rep. to come to my house, then I could pay $1200 for them to come and check the TV out. After complaining this was not right since the TV they replaced was not even a yr old, then they should have to replace it again.

I was told by the supervisor, "Sorry about your luck. But, there's nothing we can do for you now." We did agree to pay the $1200 and when the tech arrived and found out what the problem was, he reported they no longer make the item which was needed for the TV. I even took the TV to a repair shop afterwards and was informed by the tech that he sees this all the time from GATEWAY products and that they actually do not make the item needed for this TV.

This company is pretty sad. They have no problem taking your hard-earned money for the product and warranty, but when you need their help, you get nothing. I have since informed anyone who is thinking of purchasing any type of GATEWAY product, not to do so because their products are worthless and GATEWAY does not stand behind their products. SAD, SAD, COMPANY.

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High-end Computer Junk
By -

I purchased a high-end Gateway at the end of January. The first hint of trouble was a 30-day delay in getting the system despite customer service stating that it was "almost ready". If it had ended there, I would have been a happy camper. Unfortunately, the computer has never worked since it arrived. When I enabled the Crossfire cards, the machine crashed and, after working with Gateway Support, had to be rebuilt. The tech support rep advised me to not enable CrossFire (why would you buy a machine with high-end graphics cards that can't be used???).

Over the past few months, I've had to rebuild the machine 6 times. I've tried updated drivers, different combinations of drivers, and different installation sequences but they the end result is the same - a quad-core machine that is slower, less stable and has worse graphics than my 5-year old computer.

I've been working with computers as a hobby and professionally for more than 20 years. I LOVE computers and technology and am generally very good at troubleshooting. However, I'm at my wits end. Despite multiple calls to Gateway, ATI (the video card maker), and complaints to the consumer protection agencies of three states, I can't get Gateway to refund my money or replace the video card (since it seems to be at the center of the problem).

My latest attempt has absolutely nothing on a clean install (number 6) except for Norton Internet Security and the game I'm using as a test program. The video is still horrible, performance is poor, and the machine crashes multiple times per day (even when idle - sleep is disabled). The machine is so bad that I can't use it because I have no confidence that it won't crash and I'll lose what I'm doing and the performance is poor. It just sits under my desk while I use my old machine to write complaint letters. Not exactly a good use of money. This was my third - and last - Gateway machine.

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Gateway Will Never Get My Business Again
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Two weeks after purchasing my Gateway computer, my husband wanted to copy some photos to a disk. It was then we discover the door for the CD etc. would not open. We tried to exchange it a few days later, but found the dealer obviously did not have faith in the product. They gave us 16 days to do returns. We were at 18. They said take it up with Gateway.

Gateway offered to trade it for a USED computer or repair it. One hour on the phone with a man who could not say the letter v therefore could not get my email address correct. I had a ship code to get the computer sent to Texas for repair. Went to shipping place. They did not accept the number. Need a different one they said. Another hour on the phone with a phonetically challenged man, instructed to drive 30 minuets to a facility that would ship, using this number and a new one.

Got the computer back a week and a half later. The quick turn around was impressive until I tried to put a disk in to check the repair. Would not open still. No repairs had been made. Forty five minutes on the phone with someone who could not tell me why computer had not been fixed. They said, "Ship it back and we will see if we can fix it this time." Livid is not even enough to express my disgust and frustration with Gateway.

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Gateway Is Consistent Over the Years!!!
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It is so good to see that Gateway is so consistently bad. I purchased my PC in the year 2000. That was the worst experience ever. We purchased it because Gateway had a store in State College PA. What a mistake!!! They didn't know what they were doing and shortly after buying they closed the store. Customer Service was Terrible. There were times I was on the phone for hours trying to get help. Most of the time I was talking with people I couldn't understand because of language barriers. At least I got to travel the world over and never leave my home!!! I just needed someone who could speak ENGLISH!!!

Finally after a lot of frustration I turned to a friend that knows a lot about computers. He completely rebuilt my computer. The only thing that is Gateway is the shell and the monitor. It has been wonderful since. I am ready to get a new computer and was even considering another Gateway figuring they probably fixed all their problems!!! I must have lost my mind!!! BOY AM I glad I found this web site. Thanks to all you folks - I certainly will never never never consider Gateway again. 10+ Years is a long time to have such a consistently bad record.

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1.7 out of 5, based on 6 ratings and
87 reviews & complaints.
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