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Gateway - the WORST service on Earth
Posted by on
Studied computers 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.
     
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leet60 on 2011-02-09:
Gateway went downhill when they were purchased by Acer. Do you see anything on the monitor when it powers on - load failure messages, windows startup screen etc. It sounds like the boot sector on the hard drive may be bad.
CJI24 on 2011-02-16:
Civil Justice Initiative is researching a class action suit against eMachines, a Gateway Inc. product. In the circumstance at issue a consumer purchased an eMachine EL1352G-01w for $298 which crashed in just 17 days. Acer support (included with the warranty) repeatedly lied to and deceived the purchaser as well as failed to live up to their 7 day return policy when the product had to be sent in to their repair center in Texas. This is alleged to be in violation of their warranty and service agreement. Civil Justice Initiative is seeking statements from individuals with similar experiences to help establish the fact that these "cheaper" model computers are composed of substandard components and designed to break down. These substandard products are generally sold to the lower income class who is less likely to be able to pursue legal action so we'd like to do something about that. If you've had a similar experience with an eMachine, Acer, or Gateway PC please visit our site at www.civiljusticeinitiative.org for more information or to provide a statement. The article on this matter is to the immediate right at our Home Page. -Thank You
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The worst customer service on the Planet
Posted by on
My son received a Gateway computer for xmas purchased at Costco - It has already crashed. The computer did not come with a recovery disk - he has been on line 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.
     
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leet60 on 2011-02-03:
What model number is the computer? Most computers in recent years, including Gateway have a separate recovery partition on the hard drive. When the computer is turned on you hit a specific key repeatedly (usually the F10 key) until a recovery menu appears. You are then able to select an option to restore the files.
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Gateway will never get my business again
Posted by on
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 except 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 minuets 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!!!!
Posted by on
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 lease I got to travel the would 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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rockfishing on 2010-08-29:
I have a Gateway that I bought six or seven years ago. Other than a virus we've had no other problems.
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Gateway LX6810 shut downs
Posted by on
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 Window 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.
     
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leet60 on 2010-07-31:
The problem is not Windows 7, it is the case design and onboard graphics for this computer. The CPU has a sensor that will send a shutdown command when the computer temperature reaches a critical level.

The design of the case provides inadequate ventilation, the fans rapidly clog with airborne dust, further restricting the air flow. The onboard graphics are poor for the configuration of this computer and cause the computer temperature to rise rapidly - thus the shutdowns.

You have a couple of options. You can operate the computer with the case open, giving it much better airflow. The computer will operate just fine with an open case.

You may want to purchase a separate graphics card, install it and run your monitor off this card, this will reduce the heat produced in the device. You can get a decent graphics card with its own cooling fan for around 100.00.

If you choosed to operate the device with the case closed, you wll want to purchase some "canned air" or preferably a small electronics vacuum device. On a regular basis, open the case, and either blow or vacuum all the accumulated dust from the fans, fan vents and anywhere you see it present in the device.

Gateway, BB and everyone you talk to will try to make excuses and shift the blame to you. It is simply a poor design that is causing the device to overheat.
Helpful on 2010-07-31:
leet60 has explained the problem well. I would agree that what has been described is the likely cause of the problem. You're laptop is by far the only one that has ever run into this type of problem. I can also occur when the ventilation for the unit is underneath the laptop. When you place the unit on a soft surface, including that of a pillow, bed or even your lap, the unit has a difficulty of receiving cooling. To resolve the problem, you can make sure you keep the system on a flat, hard surface. Better yet, I have a system I ran into a similar problem with and purchased what is commonly referred to as a "chill pad". This pad not only guarantees a hard surface to rest the unit on, but includes fans that give airflow to the system for cooling. You can pick one up at most electronic or office shops for about $15.

Best of luck.
RogerSm on 2010-10-25:
Here's some more information: looks like the fan is indeed the culprit. Lots of people complaining about the LX6810. For example, see these guys:

http://www.classactionfaq.com/defective-products/gateway/

I may contact them to see what can be done.
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Customer service is a joke
Posted by on
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 totaly sucks!!
     
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Don't Buy Gateway
Posted by on
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 there
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.
     
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Does Anyone Have The Direct Contact Number For The Gateway Repair?
Posted by on
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.
     
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nate'smom on 2009-10-15:
This is the number I got from my box 1866-658-2237
DebtorBasher on 2009-10-15:
For Tech Suppport, call 800-846-2000- hit #3- Give a 2 digit serial # and it will connect you to a live rep.
DebtorBasher on 2009-10-15:
Does Gateway also go by 'Acer America'? Because I have this contact info for Gateway Repair, but it's also listed as Acer America:

ACER AMERICA
1394 Eberhardt Rd
Temple, TX 76504
PH: 254-982-4000

D. Aliff on 2009-10-15:
^ Acer bought Gateway, so yes, that could be the number OP is looking for.
DebtorBasher on 2009-10-16:
Thanks DA...
PunchDrunk on 2009-11-25:
I sent my laptop in a year ago for a repair to the mouse buttons and it broke again I called and needed to use it for a summer class so they told me it was OK to wait until September to send it in since my warranty was good till October. Well also the power supply went bad and I used one from my brothers laptop (same voltage and apes) and then the hard drive went bad so I called got a repair number and sent it in. it was returned the second week of October 2 days after the warranty was up , the letter with it said only "updated bios, replaced LCD, replaced hard drive" then at the bottom it said 90 day warranty from time of repair and if I had any problems call the number which I always called . I called it and entered my serial and it won't put me through , it says I'm out of warranty , live help from the site says the same thing and gave me an email address, which gave me no reply in 3 weeks so far. The phone number that was on the side of the box from the repair center doesn't work, when I call it it rings 2 times and then disconnects me , I tried to call using *67 to block caller ID and I was right because I get the message that the number does not accept blocked calls. I'm sure this is their way of not having to real with coustomers and maby there was too much to repair on my laptop so they just decided to screw me over
MelD on 2011-02-11:
Thank you, Nate's Mom!! I called the number and verified that it is the "Acer" call center--RIGHT HERE IN THE U.S.A.!! I have been on the phone--and around the world--for over an hour just trying to find out how to get my computer fixed. the 1st person took 15 minutes only to just send me a copy of the warranty. (instant messenger). when I asked where to send my computer, he told me to "look it up!" after trying to google it I kept running into service stores that weren't gateway certified--even though they advertised as such. And two different stores--both of whom spoke very broken English--actually hung on me, once they found out I wasn't paying cash because of my warranty. I finally got India on the phone who didn't want to transfer me to America. but finally agreed to do so, but only to transfer me as far as the Philippines!! the philippines then finally transferred me to Texas. each phone call had me on hold for at least 15 minutes each. Gateway used to be known for their great customer service. But since they were bought by Acer, it has been horrible. When I went to buy my computer I purposefully stayed away from Acer--guess what!! I should have just bought the Acer and saved my self a few bucks, instead of an Acer camouflaged as a Gateway.
raggedypam on 2011-05-17:
I too used the number 1-866-658-2237 to get through' to repairs of my Gateway without having to go through' all the same questions with the robo lady. Got a real person. Thanks, Nates Mom.
Jana on 2012-06-08:
This is not the number to Acer-Gateway repairs. There is a call center located in Temple TX, and also a separate location that is the actual repair center. There is no direct line that will let you talk to the guy fixing your computer. No company works that way, duh! The number listed above is for the Service Operations department. It's basically for warranty issues but they can also tell you about your repair and answer questions. Tech support line can't do that because they are in India. Learn to look up your facts before you go bashing a company.
Sheila on 2013-09-18:
Jana, they should not make the number so hard to find! Do you work for them?
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The Joke of Gateway Tech Support
Posted by on
I bought a Gateway NV56 Notebook 3 weeks ago. 1 week later my kid sat on it accidentally and cracked the LCD (nevermind 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 then they used to be, there 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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MSCANTBEWRONG on 2009-08-12:
I've heard a lot of negative on Gateway. I hope you find a resolution to your problem soon!
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Gateway Failed On Many Accounts To Repair A Computer
Posted by on
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?
     
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Soaring Consumer on 2009-06-15:
Are they incapable of simply replace the computer under warranty (since it was broken out of box), or to just refund you the money?

Where did you buy it?
Anonymous on 2009-06-15:
In al case like this, it is most commonly some bad software on the machine, not a hardware failure. Presumably you made the recovery disks first thing when you got the machine, so you might want to use them and just wipe the machine clean.

Your next step is to make sure you have good firewall and anti-virus software installed. After that, get all the Windows updates available to you. You might find it to be a whole new (literally) machine.
MRM on 2009-06-15:
Absolutely right, Ken, the poster will have a minty fresh computer after using the recovery disc or harddrive image.
Anonymous on 2009-06-15:
Thanks MR, I love that "minty fresh" concept. I intend to use it with all my computers.
NikkiP on 2009-06-27:
I actually work for abg which is answers by gateway and it is 100% American support we are located in rochester, ny. so no the support is not in india and the highest package we have for tech support is 199.99 and that's for an entire year we also have 30 minutes for 59.99 and 90 minutes for 129.99. so if the support "costed more than your computer did" then maybe that's why it stopped working after 100 days. I'm really not aware of any brand new computers even our eMachines brand that cost less than 199.99.
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