Gateway Complaint - Do Not Buy A Gateway
I like others have purchased Gateway computers for years and have loved them. Last October I purchased one from HSN and it worked fantastic until September of this year. The computer shut down. I called Gateway customer service and after getting the runaround, with their computer operator not being able to recognize my computer ID#, I finally got to speak to a representative, who unfortunately did not speak very plain English. Her only answer for me was to buy the restore disks. I like others was quite put out with this as I already had tried a factory restore from the partitioned drive to no avail, but they assured me that this was what I had to do. So I put out the $21.25 for the disks. The arrived 8 days later and of course did not fix the problem. I called Gateway again and spoke to another individual with very broken English who informed me that I would have to send the computer to Gateway at my own expense.
Their product doesn't work and I am bearing all the expenses. I asked to speak to a supervisor and was told that there was no supervisor to talk to. I was told that I would receive an email specifying exactly how to package. I never received that email. So I took the package to Staples and had it packaged. I received a call from their Repair Center in Texas, which isn't Gateway it is Acer (I was not aware that Gateway was bought by Acer). She informed me that the packaged arrived and was damaged in shipping. The exterior shell of the computer was dented and due to that, they would not honor the warranty and fix the computer. When I explained to her that the exterior of the computer had nothing to do with the interior of the computer she informed me that she understood, but would not repair the computer unless I was willing to pay for it. So I asked her to speak to a supervisor.
She informed me that she could give me a number but that I would not be able to speak to a supervisor. Apparently the supervisors at the Texas location due not deal with customers. By this time, I was very upset and told her that Gateway had shi*** customer service (probably not the most appropriate word to use). She said that if I did not calm down she would hang up on me. I said "Excuse me" and she hung up on me. I realize I shouldn't have gotten so upset, but since it broke down they have done absolutely nothing to get it fixed but charge me money. I will never buy another Gateway. I will stick with HP, they have great customer service and don't charge to send the computers to be repaired.
I guess the blessing in disguise is that I paid for insurance and hopefully between UPS and Staples I might be able to recoup some of my loss. I don't know that I will ever see my computer again.