TEMPLE, TEXAS -- About 6 months ago I purchased a Gateway FX8600 computer from Best Buy. All has been well up to the point when the HDD was unrecognizable to the BIOS. Hence the computer won't boot and the HDD was deemed failed. Mildly unfortunate but the bad news was yet to come. I contacted Gateway and was told to send it to Texas for warranty service at my expense. My expense? Irritating although I understand as it is in their warranty as such. So a bit over $60.00 and the tower was boxed (according to very specific standards set by Gateway) and shipped to Gateway.
So about two weeks later my computer shows up at my door. I open the box and discover Gateway didn't ship the tower back using the same stringent packaging guidelines and therefore my 6 month old computer now has dents on 3 of the 4 corners. Not to mention the sides are not locked in properly. I can only assume they are this way due to the corner impacts and twisting of the case.
So I contact support and after 3 transfers and 1 hr I received the official answer as to how Gateway will handle the problem. I need to repackage the product using the proper guidelines (AT MY EXPENSE), take it back to the shipper where they will then pay to ship it back to the repair facility. I will then receive it back in another couple weeks or so.
So, am I alone in thinking that since Gateway failed to ship it properly that they should pay to package it properly? I asked that they send me a box with a return label in it to keep me from have to spend more money and they refused, citing they have now way to ship an empty box to me. So iPod rescue can do it but Gateway cannot. Even when it is their screw up to begin with. I cannot stress how disappointed I am with Gateway and all of their levels of "service." So off I go to the shipper to package and ship the unit properly. Then, letters to the Bureau of Electronics Repair, the Department of Consumer Affairs and the Attorney General's Office.
I purchased my Gateway GT5656 about one year and two months ago. For the first 8 months no problems what so ever, then on the ninth month out of nowhere it shut off, while I was checking my email. I thought I had a power shortage or that I had unplugged it by accident. I was wrong. I rebooted, it came on no problem. The next day, it shut off with no warning 3 more times. I contacted Gateway, I was asked did I register it. I said no - they registered it for me, then they said they could help. I told them what was happening, they told me to send them the hard drive and they would fix it. So I did.
Three weeks later, I got a new hard drive, at least that's what I was told. Three more months go by and it does the exact same thing again. I contact them, they tell me my comp is no longer under warranty and that I must pay for help. I tell them that they didn't fix the problem and now I have to pay to even talk to a customer service rep, they say yes and that it's going to be around 250 dollars just to talk - that's not counting the repairs fees.
I now have a 2800 dollar comp that doesn't allow me to stay on longer than an hour and shuts off immediately if I try and do more than two things at once, example check email and open a web page. I advise anyone who wants a new comp stay away from Gateway. They don't have anyone that will speak to you for free when your warranty is done. They make crappy computers and don't care if your comp doesn't work. They have your money.
I even contacted Microsoft for help, they couldn't or wouldn't even reply to my emails. I'm so through with Gateway that it's beyond belief. I purchased my Gateway computer through Best Buy, and you won't believe the price they quoted me to just look at it. Not to mention what it's going to cost me to fix it. Also beware there is no free number to contact Gateway.
PASADENA, CALIFORNIA -- I bought a Gateway gt4010 from Bestbuy about 18 months ago, and it has stop working, for I thought it was the hard drive which I replaced and it still didn't work, after asking a few tech friends about the problems I was have they figured out that it was the motherboard. After contacting Gateway customer service (or the lack thereof) I was told that the mother boards was out of the warranty. Well that's just great. Then when I asked where I could purchase the motherboards I was told to look it up on the Emachines web site as well as given a phone number to call.
Well I was shocked to find out that the Gateway computer I bought was made by Emachines which means I paid for the Gateway name but got a machine made by the worst computer company around and get this the motherboard cost 179.00. And if that's not a kick in the head the stats on the motherboard stated the front USB ports would not work because of a slight change in the motherboard. So after looking around at different computer parts websites I found that I could buy a new motherboard, processor and power supply, can case that would take my equipment for the Gateway.
For $149 buy I would have to buy a new op systems because my reinstall disc will only working on Gateways. So now I am using a five years Dell Dimension 2300 computer that is so slow that I fall asleep while it loads up when you turn it on, and the only reason I bought the Gateway was to replace my Dell 2300. So now I have a $1000 door stop and a computer company (Gateway) who makes a rotten product and does not stand behind their product. So much for a company that at one time took pride in their services and goods. Don't buy Gateway.
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!!
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.
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.
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.
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!
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!
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.