IRVINE, CALIFORNIA -- Let me review my many instances of unhappiness with my Gateway product:
Within a few weeks of purchase my hard drive crashed and ultimately was replaced at Gateway service center. In attempts to rectify the problem before shipping it for service your tech support person failed to send me the "systems cd" in addition to the "recovery cd." This mistake was acknowledged by your tech support person and delayed the ultimate repair of my computer by another week. I had to pay $35 to ship my computer to your service center. I estimate that I was without use of the computer for at least 3 weeks.
In my encounters with your tech support personnel, I found their accents to be so thick it was difficult to understand them many times. And I work in New York City with people from all over the world where I don't have a problem understanding accents.
Finally, even though I sent a scanned promotional statement from Gateway stating that I was eligible for a free upgrade to Windows 7, they later said I was not eligible. Follow-up emails to Gateway customer service and a company executive were not answered.
TEMPLE, TEXAS -- GATEWAY has a repair center in TEMPLE, TX. There is also a contact phone number to speak with someone, but the GATEWAY SUPPORT PEOPLE, will not provide it. I had it once, since it was listed on the outside FEDEX label showing the shipper information. And I have called it and spoke with a representative about the item being sent to me. I have since misplaced this number, and in no way, will GATEWAY give it out... they tell you "There is no number, you have to just send in the item for repair..." etc.
So, if someone has it, please post it and send to me as well. GATEWAY does not want people to call this number, but the service at GATEWAY support (not meant for words I can type) is awful.
7565 ERVINE CENTER DRIVE, CALIFORNIA -- The newly purchased E-Machine computer locked up and cannot be used and is less than 100 days old. In conversing with Gateway Support we were told it would cost us more than we paid for the computer in the first place or that we could pay for customer support which might or might not support the fix for the computer. They advertise l00% American technical support yet when contacted it was found their technical services are based in India and we cannot speak to someone, even a supervisor who speak enough English to understand the problem. What can someone do?
FLORIDA -- Took the computer to Best Buy after the first incident of turning it on and seeing the Gateway Insignia and then nothing else. Nothing would open. They kept it a few days and called to say they found no problem and had been able to open it from the off mode and the sleep mode and the hibernate mode. Brought it home and it worked less than two weeks and now the same thing has happened. Plan to return it for exchange or refund. Not sure if this has anything to do with Windows 8 but whoever put that together should be fired.
IRVING, CALIFORNIA -- I read more negative than positive about eMachines... they don't know what they are talking about. I am a 25 year hardware/programming veteran. These new small footprint unit are the bomb. They are as "heavy" (weight-wise) as eMachines earlier version mini towers, meaning they are as good. The price $298 is unbeatable. The only downside is that they are PUSHING Norton antivirus (I don't know anyone that uses Norton).
There are screens that come up that want you to buy Norton with a small "close" button at the bottom of the window if you don't. They continue coming up even though you have said No over and over again until finally a screen comes up that doesn't have the option to close and you must RESTART the computer to get rid of it. This would not normally be a problem for the computer should have been configured before you the home owner used it by a technician at a store somewhere. Well... lo and behold... for all you technicians out there... these machines are being sent out with WINDOWS INSTALLER disabled.
Studied computer's choices for a long time before ordering this one. Decision partly based on previous good service from Gateway but over 10 years ago. Guess what? When computer arrived, it would not start Windows. It powers up but can't do anything. Tech Support couldn't get it to start either. They want me to ship it to Texas (I'm in Atlanta), 7-10 days is their estimate of time, let some service company try to repair it over an unknown estimate of time, then ship it back over another 7-10 days of time.
It would be a month before I get a "refurbished" machine back after I purchased a brand new one. ARE THEY KIDDING ME? Gateway definitely has the worst service on Earth. Think again before you go down this road. I'm going to find a way to get a refund from the "selected retail store" where I bought it.
My son received a Gateway computer for exams purchased at Costco - it has already crashed. The computer did not come with a recovery disk - he has been online with them for three days for them to determine whether or not he now would have to PURCHASE a recovery disk or if they can just send him one. This is the worst company to deal with who buys a computer and when it crashes after a month they don't even want to send you a recovery disk. Do not buy Gateway computers - they really are a piece of garbage and they do not stand behind them.
Since I have had my Gateway I have had a number of product quality and service issues that have been a nightmare to resolve. After 13-15 emails to Gateway's service department and corporate offices, they finally took my laptop in for repair to address type skipping and the laptop powering off within minutes. While Gateway did fix the power issues, they never addressed the issues of the text jumping. In most emails or cover letters that I was sending it, I may have had one or two issues per paragraph.
Since I was out of a computer for about 18 days when I had initially sent this out for repair, what was barely tolerable for a paragraph is unthinkable for the writing of a novel. Therefore on November 7th, I made Gateway aware that since they had failed to repair one of the stated problems, I demanded that they allow me to have this fixed locally with Gateway incurring the expense of repair. I received a system generated email that I would get a response within a week.
After about 10 days, I filed another complaint. This time, I was to get a response within 24 hours. After three days, I notified Gateway that if my conditions for repair were not met, I would file online complaints and send a copy to their corporate offices if these conditions weren't met within 24 hours. They had such little regard for their customer service that they made no attempt to address the problem.
I feel as though Gateway tech support totally scammed me by charging me for support in resolving a no sound issue on my daughters laptop. I specifically requested support in finding the proper drivers for her computer and had to purchase 30 minutes worth of support time. Fair enough it should only take a few minutes to get that information. HUH! After going through steps that I had already gone through on my own I was disconnected.
Calling back I talked to a new tech that began the process over again. After a number of times going through the same scenario the clock had consumed all but 1 minute of the original 30 minutes. When I protested that all I wanted was the driver the tech assured me that it was being emailed to me and click that was it. The only thing I ever received from Gateway tech support was a bill for 60 some dollars and a lot of aggravation. I went to a free computer support site and received the correct driver if only I had known.
Purchased a Gateway One ZX4800 on 11/22/09. It was opened on Christmas and when I attempted to set it up, I could not get the wireless keyboard & mouse to work. Since Gateway does not include an owner's operating manual, I had to try to figure it out. I decided to call Gateway Customer support in order to just find out if the PC uses an external plug-in receiver to operate the wireless keyboard & mouse or was it internal. After numerous emails and phone calls, I kept getting the same response "We are happy to assist you with your issue, however Gateway does not support changing hardware." And if I wanted further help, I was required to pay $2.95 a minute to get an answer.
First off, I couldn't make it clear enough that I did not want to change hardware and I just wanted a simple answer to a simple question, "Does the computer you a receiver or not" period...the end. Gateway techs apparently do not have the knowledge or are just unwilling to help, instead they gave me a runaround and try selling "support time".
I ended up on Google and found my own answer after some research. It's a shame that Gateway could not be accommodating to a customer's need. For that reason, I will never purchase another Gateway product until they change their game plan.