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.
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.
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.
SAN DIEGO, CALIFORNIA -- I bought my Gateway LX6810 in 2009. After three months, it started to turn off every 30 minutes. I took it to Best Buy. Best Buy sent it out for "repair." When it arrived, I had the same problem. Gateway told me to send it to them at my expense. I took it to a computer repair place and the computer worked okay. Four months later, and it's shutting down once again. I contacted Gateway - they told me it was shutting down because I had Windows 7 installed!! And gave me a link!
My question is this.. why can't we start a class action suit against them. Search Gateway LX6810, you will find loads of customers with the exact complaint. Gateway must know this and yet they ignore their customers. I will never buy a computer from Gateway again. I will never shop for a computer at Best Buy.
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.