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Worst Customer Service Ever (Reply to this comment)
by badgateway
Certainly, one of my all time worst customer service experiences--and it wasn't even a difficult issue! After two previous chats with customer service on this issue, here's the correspondence I had with Gateway. Awful. Awful. Awful.
12/02/2010
Dear George __________,
Thank you for contacting Gateway. I will be happy to assist you with the refund issue.
George, I have verified your serial number xxxxxxxxxxx and found that your serial number is registered and the warranty has expired.
George, I can understand your frustration and I sincerely apologize for any inconvenience caused in this regard. However, I assure you that the refund will be processed within 30 days. We do appreciate your patience in regards to this concern.
George, I kindly request you to consider my word of apology and help us to maintain our valuable business co-operation with you.
I have updated the case file regarding this issue and the xxxxxxxxxxxxxxxx.
You can use the SR number as the reference number when you contact support for the next time.
For further clarifications please feel free to visit our web site http://www.support.gateway.com
Thank you for contacting Gateway,
Have a great day!
Respectfully,
Gateway Online Technical Support
12/02/2010
You guys suck--girls too. You had to wait until I disputed the charge with the credit card company before you would get off your asses and do what was right for the customer. Like I would really be interested in purchasing a Gateway product after this... Let's see if you actually deliver on the refund.
12/02/2010
Dear George ,
Thank you for contacting Gateway. I will be happy to assist you with the refund issue.
George, I have verified your serial number 0037234670 and found that your serial number is registered and the warranty has expired.
George, I can understand your frustration and I sincerely apologize for any inconvenience caused in this regard. However, I would like to inform you that I had escalated your case to our higher level of support and they have informed that you will be provided a refund of $5 since the package arrived in a ground shipping time frame which would have been $10. I would also like to inform you that it may take up to 30 days to complete the refund process.
I have updated the case file regarding this issue and the xxxxxxxxxxxxxxxx.
You can use the SR number as the reference number when you contact support for the next time.
For further clarifications please feel free to visit our web site http://www.support.gateway.com
Thank you for contacting Gateway,
Have a great day!
Respectfully,
Gateway Online Technical Support
11/27/2010
OK, it has been five days now. Please have someone contact me who can actually do something about my situation other than provide me with a bunch of rhetoric. YOU HAVE BEEN PROVIDED MONEY BACK FROM FEDEX AND THAT IS MY MONEY. I WANT MY REFUND.
11/22/2010
Dear George ,
Thank you for contacting Gateway. I will be happy to assist you with the refund issue.
George, I have verified your serial number xxxxxxxxxxxxxxxxx and found that your serial number is registered and the warranty has expired.
George, I can understand your frustration and I sincerely apologize for any inconvenience caused in this regard. However, I would like to inform you that we have escalated your case to our higher level of support for further assistance regarding the issue. I will contact you within 24 hours once a response is received.
I have updated the case file regarding this issue and the SR ID is xxxxxxxxxxxxxx.
You can use the SR number as the reference number when you contact support for the next time.
For further clarifications please feel free to visit our web site http://www.support.gateway.com
Thank you for contacting Gateway,
Have a great day!
Respectfully,
Gateway Online Technical Support
11/22/2010
Why would you think that the information you gave me was helpful when you
have given me the same information as the last three times I contacted you
and that information was not helpful?
I spoke again with Fedex and they have stated that a refund was provided and
that all you have to do is CALL them with the tracking number and they will
confirm it.
DID THE SHIPPER CALL THEM AND ASK THEM IF THEY GAVE YOU A CREDIT FOR THE
TRACKING NUMBER xxxxxxxxxxxxxx OR DID YOU NOT GET OFF YOUR A-S-S AND JUST LOOK
UP THE TRACKING NUMBER ONLINE?
Please escalate this to the next tier so that this issue may be resolved.
11/22/2010
Dear George ,
Thank you for contacting Gateway. I will be happy to assist you with the refund issue.
George, I have verified your serial number xxxxxxxxxxxxxxxxx and found that your serial number is registered and the warranty has expired.
George, I can understand your frustration and I sincerely apologize for any inconvenience caused in this regard. However, I would like to inform you that we had discussed your case with our higher level of support and they have informed that we will not be able to provide refund for this issue as we do not have any record of FedEx providing refund.
George, as per our records, we see that FedEx attempted to deliver the package on November 11th, which was the 2nd day deliver. However, they were not able to deliver the package due to the incorrect address that was provided, so they had to make another attempt a later time. So, I am extremely sorry to inform you that we will not provide refund for shipping if an incorrect address provided.
George, I hope that the information provided was helpful.
I have updated the case file regarding this issue and the SR ID is xxxxxxxxxxxxx.
You can use the SR number as the reference number when you contact support for the next time.
For further clarifications please feel free to visit our web site http://www.support.gateway.com
Thank you for contacting Gateway,
Have a great day!
Respectfully,
Gateway Online Technical Support
11/22/2010
Dear George ,
Thank you for contacting Gateway. We'll be happy to assist you with the issue.
From your e-mail we understand that you require refund for shipping.
We can understand your concern and frustration with regards to this issue.
We also understand from your e-mail that you have been contacting us multiple times for the same issue and we really apologize for the delay in resolving the issue for you.
George, we would require an update from our supervisor in order to proceed further, as this case has been escalated. We will get back to you after receiving the information from our supervisor.
It can be quite frustrating when issues takes a long time to resolve and we do appreciate your patience.
Please make a note of the Service Request (SR) number: xxxxxxxxxxxxxxx
You can use the SR number as the reference number when you contact support next time.
For further clarifications, please feel free to visit our web site: http://support.gateway.com/
Have a great day!
Respectfully,
Gateway Online Technical Support
1/19/2010
Perhaps I need to escalate this to someone who can read English and/or takes some interest in their job.
Did I not say that I was I looking for a refund on the shipping? Not the CD.
Did I not say that Fedex has refunded you the money I gave you to send it 2-3 day delivery?
They did that because they were in error. They provided me with the control number for the credit they gave you for the delay in shipping.
Hence, please get off your a-s-s and respond to customers they way they should be responded to. If you choose not to address this concern in any greater effort than you have shown thus far, I'll just contest the credit card payment and let you and them sort it out.
Have a great day!
11/19/2010
Dear George ,
Thank you for contacting Gateway. I’ll be happy to assist you.
As per the serial number the system is out of warranty.
Having reviewed your email, I understand that you need the refund for the recovery CD.
According to the FEDEX tracking ' xxxxxxxxxxxxxxx', I see that they have tried to deliver the shipment on November 11, 2010 11:30 AM, but was unable to deliver it due to incorrect shipping address.
Hence we will not be able to provide you any refund for the recovery CD.
The Service Request number for this issue is:xxxxxxxxxxxxxxx
For further clarifications please feel free to visit our web site http://support.gateway.com/
Have a great day!
Respectfully,
Gateway Online Technical Support
11/19/2010
I ordered a product from you with 2 - 3 day delivery and was delivered late by Fedex. I spoke with fedex and they have now refunded the delivery charge back to your company. I would like to get that delivery charge back. Fedex gave me the required info for you to identify the refund.
The product purchased was a recovery CD.
________________________________________________
Pradosh Manoharan: Hi, my name is Pradosh Manoharan. How may I help you?
George: I ordered a product that was delivered late by Fedex and they refunded the delivery charge back to you. how do I get that back?
Pradosh Manoharan: I will provide you the information.
Pradosh Manoharan: May I confirm that the SNID number of your computer is xxxxxxxxxxxxxxxxxx?
George : correct
Pradosh Manoharan: Thank you for the confirmation.
Pradosh Manoharan: From the SNID number provided I see that the computer is out of warranty.
George: correct
Pradosh Manoharan: I understand that you would like to obtain the refund of the delivery charges. Am I correct?
George : I ordered a product from you with 2 or 3 day delivery and was delivered late by Fedex. I spoke with fedex and they have now refunded the delivery charge back to your company. I would like that delivery charge back. Fedex gave me the required info to identify the refund.
Pradosh Manoharan: Please allow me a few minutes while I research on this issue.
Pradosh Manoharan: Thank you for being online.
Pradosh Manoharan: As the issue is related to refund of charges, I suggest you to contact our Level 2 support.
George : how do I do that?
Pradosh Manoharan: I request you contact our e-mail support who will refer your case to L2 support. You can contact our e-mail support from the following web link:
Pradosh Manoharan: http://gateway-us.custhelp.com/app/answers/list
Pradosh Manoharan: Please click Ask a question link to contact our e-mail support.
Pradosh Manoharan: For future reference, I am documenting our chat session under the Service Request number
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Dec 08 '10
10:57 am PST
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Gateway caught on fire (Reply to this comment)
by avoidgateway
I would definitely recommend that anyone considering a Gateway product avoid that decision. Going somewhere else will be beneficial.
My wife was using our Gateway Model MA7 tonight. Something inside caught fire and smoke began billowing out the right side. The fumes were noxious. Still can't get the smell out of the house.
Bought this computer about 3 1/2 years ago. Of course it is out of warranty. Called Gateway anyway. Finally found a number for support that didn't want to charge you upfront to talk to a human. What a challenge that was. Can anyone say terrible service. Of course the phone number on the back of the computer was no longer in service.
Was told they would not even look at the computer for less than $199. I offered to ship it anywhere so that the problem could be identified. It is obviously a defect in a part or engineering. They said no can do not their responsibility as warranty was expired.
Probably have a device triggered to destroy the computer shortly after warranty expiration. They actually said it was a common problem and there were multiple reasons for such occurences.
This laptop never leaves the house. We don't smoke. Our house has very little dust as it is 90% hardwood. This computer still looks like the day it was new, except for the fire now.
I own 4 computers from other manufacturers, some much older than this one. Never had an electronic device spontaneously combust. I can't imagine a manufacturer not even being interested enough to look at the problem.
My guess is they already know about the problem and it's to be expected. The number on the back of the computer for support is no longer in service. The phone support person acted like it happens everyday.
I know that I will never buy another Gateway product again and would recommend others stay far away.
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Dec 18 '09
9:14 pm PST
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Cows in the ads and the computers "moo!" when they don't work. (Reply to this comment)
by jeff_wilder78
Ethan.
I used to work for a tech support company that serviced Gateway and numerous other computer and Internet companies. I'm not sure it was the same one Ntloser was referring to. It sounds a lot like it, especially the 12-hour shift, one weekend day part.
Anyway I applied there back in 2005. Got hired. At the time, I was sure that my computer expertise was what had gotten me hired. I was hopeful that I might be able to use this job as a way to get a foothold in the IT field. However, upon reporting to work for training, I discovered that they hired practically everyone who walked in through the door. One of the supervisors on one of the accounts was functionally illiterate. As long as you knew how to turn on a computer and where to point the mouse, you were hired.
So I show up for training. First day you take a computer skills test and that test determines which account you get assigned to. Theoretically, the most computer knowledgable go to Gateway, while the ones with minimal computer skills went to the Comcast account and those in-between ended up on various other ones. I was originally going to go to the Sprint account. But was offered a choice between it or Comcast. I chose Comcast because I'd heard it was a lot more laidback than Sprint. One of my classmates had been assigned to Gateway. He refused to work for Gateway citing many of the things you and the other commenters pointed out. So back to Comcast with both of us.
Training starts. One might think that technical support training would teach you how to identify and resolve computer problems. There was some of that. But the bulk of the training over those 2 weeks was primarily how to push buttons. Like a chimp being trained for his first space flight, we were taught scripts and every menu for the software programs we would be using. We were also taught call times had to stay ten minutes or under.
So I work there for 2 years. Pay's good and I make a few good friends. I learn to function with minimal sleep. I also get plenty of material for a screenplay I write later on. Until I get the axe in mid 2007.
At the time I was dismissed, there was a lot of push for the techs to up-sell. In fact, not long before I was fired, it was stated that up-selling was now "part of the job" and we were expected to meet a certain quota. I pointed out that it's hard to sell stuff to people who are mad at the company.
As I was leaving, I noticed a class of new hires. I started at this company in my late 20s. The bulk of the people in my training class ranged from early 20s to early 30s. The bulk of the new hires at the time I left were 17-18 year old kids, many of them hired directly out of high school. There may have once been computer professionals at that company, there weren't anymore.
At least then you could count on getting support from within this country. Now who knows were to call for help. A few months ago my call for assistance with my Dell computer went to India. During my tenure at that company, one of the training instructors was once talking about how important it was to be competitive because of outsourcing. At one point he lists Vietnam as one of the countries being outsourced to. I chuckle.
"Something amusing Mr. Wilder?"
"Just the irony. 4 decades ago we were fighting a war with them. Now we're sending tech support over there. What do you want to bet in 2 decades we'll have call centers in Baghdad?"
Just goes to show you.
Excellent and on-target commentary Ethan.
Jeff
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Nov 06 '09
9:50 pm PST
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Gateway computers, not worth the money! (Reply to this comment)
by rmiami225
Cheap computer are just that. They are cheap for a reason and end up costing you in the long run! I have several laptop computers and have had service needs for all of them including my Macs ... but when you have a problem, good customer service will make the purchase regardless of the initial cost worth it! We purchase a Gateway C-141XL tablet last year for it's features and price but regret the decision. There is a night and day difference between Apple and Gateway when it comes to quality and customer service ... Gateway service and their lack of real technical support is pathetic! I will never buy another product from Gateway and the chance of me purchasing another PC is slim at best.
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Oct 22 '09
1:11 pm PDT
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Avoid Gateway at all costs! (Reply to this comment)
by gatewayislame
Bought a Gateway LT3103U notebook. The wireless connection drops out after ~10 minutes and can only be re-established by restarting. (Router works flawlessly with six other wifi devices in the house - no kidding.) Called Gateway tech support who asked this question [verbatim]: "Is there any router in your computer?" After several other similarly worded questions the answer was [conveniently] bad router AND bad ISP.
I'm kinda' slow, but it finally dawned on me that the true purpose of the free (India based) Gateway support is to get you so frustrated that you're willing to PAY $2 per minute to get US based Gateway support. Brilliant! The soul-less executive who thought of this policy most likely wants to emulate the success of his heroes in the US automotive industry!
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Oct 17 '09
5:37 pm PDT
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Yep, they STILL suck! (Reply to this comment)
by stox2
I fell for them again. And they got me again. In May, I bought a new Gateway desktop. Had a horrible time with it all summer, finally took it in to Geek Squad, it had a bad hard drive. So in October, I'm trying to get my software reinstalled, and they will NOT send me restoration disks unless I pay for them. So I buy a NEW PC, it is a POS, and to fix it, I have to pay them MORE money. I don't think so. Instead, I'll just make posts like these. Never again. Tell your friends. I'm certainly telling my friends. Debating about making a Facebook post on my wall. That's one way to tell ALL my friends that Gateway sucks! Thanks for giving me a place to vent!
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Oct 11 '09
3:33 pm PDT
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Gateway Sucks (Reply to this comment)
by merlin1716
I thought I might buy a Gateway.
Had what looked to be a great computer: M-153X
I tried to get a simple answer about WHY there were NONE of the "RED" versions in stock.
I finally realized I'd been duped by a computerized response system and quit dealing with them.
Follows are the interactions.
************************************************************************
Hello Ben,
We sincerely apologize for the unfortunate way in which your support request was handled. We take great pride in dealing with our clients in a friendly, polite and efficient
manner; when such is not the case, we want to do our best to correct the situation. Rest assured that your comments will serve as input in evaluating and improving our
service performance.
We hope you will give us the opportunity to serve you again in the way you deserve. Again, we are sorry that you experienced these difficulties, and we hope that we can
restore your faith in our company.
Thank you.
Rex
Badge GWPC018
Online Customer Support Team
Gateway
************************************************************************
Original Message Follows:
-------------------------
Hello
You're an IDIOT
I HATE IDIOTS
You didn't even check the link
You're not even human - - you're a stinking Elisa Knockoff I guess I won't be buying any Gateway crap You don't even know what you manufacture, and you can't bother to
answer reasonable inquiries with cogent replies
Bye Bye, IDIOTS
Of course, If you're an IDIOT Elisa program, you'll respond anyway
IDIOT
OBTW - - I'll probably post all your responses in comments on every BLOG I can find that has anything to do with computer sales.
YOU IDIOTS
Merlin
-----Original Message-----
From: Gateway [mailto:email.gateway@gateway.com]
************************************************************************
Hello Ben,
Per our web site it is available in Tiger Direct. You may check the link below:
http://www.gateway.com/systems/product/529668182.php
Please reply to this message if you require further assistance with this issue. If your reply is received while I am out of the office, to ensure a speedy resolution, your
issue will be handled by one of my colleagues.
Thank you.
Steve
Badge GWPC003
Online Customer Support Team
Gateway
Information provided pursuant to Gateway's Terms of Sale and Limited Warranty Agreement. All brands and names are trademarks of their respective companies.
************************************************************************
Original Message Follows:
-------------------------
OK - - lets try THIS one:
Has the M-153X computer been discontinued??
Look - - you people MAKE the things. Least you can do is be honest about your products.
Let me get this straight - - YOU don't know WHAT computers YOU are currently producing?
HOW ludicrous is THAT ???
___________________________________
************************************************************************
Hello,
Please be advised that as of this time we have no information about the availability of the Garnet M-153X. Please visit our web site www.gateway.com from time to time for
further updates.
Please reply to this message if you require further assistance with this issue. If your reply is received while I am out of the office, to ensure a speedy resolution, your
issue will be handled by one of my colleagues.
Thank you.
Steve
Badge GWPC003
Online Customer Support Team
Gateway
************************************************************************
Original Message Follows:
-------------------------
Thanks for your reply:
I called Tiger - - all they could tell me was what they had in stock.
All they had in stock were the SILVER M-153x computers.
.
What I would like to know is whether YOU plan on producing any more of the M-153X laptop computers in GARNET (red). Currently they are listed as NOT AVAILABLE on BOTH the
Tiger web site, and the CompUSA website. If you have any plans to make them in BLUE, I would be VERY interested. If you are NOT MAKING ANY MORE M-153X at ALL, I would like
to know that too!!
.
Since YOU are the manufacturer, I thought you would be the best to ask if you plan on producing any more??
Merlin
___________________________________
************************************************************************
Hello,
Thank you for using Gateway's Online email support. Beginning July
27th, 2008, Gateway Computers will be shifting to a 100% indirect sales
model. We'll be offering the same great technology and services with a
renewed focus on delivering cutting-edge products through various retail
stores across the country, online and off.
In reference to your concern about getting a Gateway M-153X please be
advised that you may contact a Tiger Direct sales representative at the
number below:
1-800-888-6111
You may visit the link below for more information:
http://www.gateway.com/about/news_info/direct.php.
Please reply to this message if you require further assistance with this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Thank you.
Steve
Badge GWPC003
Online Customer Support Team
Gateway
************************************************************************
Original Message Follows:
-------------------------
General Customer Service Questions
Issue Description: Looking for the Gateway M-153X in Garnet.
No one has them.
Do you still make them in Garnet, or only silver?? Any other colors
coming??
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Oct 04 '08
12:28 am PDT
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HORRIBLE HORRIBLE HORRIBLE (Reply to this comment)
by kburd82
I too, like the original poster, had the same exact issue but with a different model laptop. My computer stopped charging 5 days before the warranty expired (guess I caught a lil bit of luck) and I thought it was the power cord but it was the port that the cord attaches to that went bad. I had to pay $47 to ship the computer back to gateway. Not even 2 months later, the thing went bad again. I got on live chat and was told that my warranty had expired and that there was nothing they could do. I started another live chat but got a wonderful tech by the name of David. He was a complete angel. I asked him if there was a warranty on service repairs and he said yes and they are 90 days. I was correct in assuming that much so he set me up with a service request to get it repaired for FREE. I sit here now with the same issue and it's still been less than 90 days and again I had to go through the usual hoops to get a rep that knew what they were talking about. What do ya know? I had to keep loading chats until I got to, you guessed it! David! The tech support angel. I'm now awaiting my box so that I can return this laptop for servicing again. This is the third time. Gateway really sucks in customer service. The reps I had before I got to David said that I would have to pay per minute to speak to a customer support person because my warranty had expired. None of the "repairs" done by Gateway ever held up longer than a month or two. I'm now thinking of getting a laptop from another manufacturer and will say to hell with Gateway and their crappy products.
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Aug 12 '08
3:04 pm PDT
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Oh, DOES Gateway suck! Suck! Suck! Suck! (Reply to this comment)
by usfbobfl
I paid 1,000 for a Gateway MX6931 laptop at Best Buy about a year ago.
Exactly 2 days PRIOR to the expiration of the 1 year warranty, the power adapter went bad.
I have NEVER had a power adapter go bad, but this one did.
Anyway, my daughter is using my laptop while attending school at FSU (about a 5 hour drive from where I live) and really depends on having a computer.
I told her to call Gateway tech support and see what they would do (since the warranty had not yet expired).
Side note:
You frequently hear people say "This damned computer broke just a couple of days after the warranty expired... #&$%^#*!`
So, I was thinking... hey, finally a break for the little guy. It actually broke a couple of days BEFORE the warranty expired.
So, my daughter did call Gateway tech support.
Here is the call detail from T-Mobile website:
9/24/07 SAN JOSE N, CA 11:23 AM 408-273-0808 11 minutes
Eleven minutes she was on the line with Gateway.
In eleven minutes, any competent tech could ask a few questions and determine that the most likely cause was a bad power adapter.
Here were the symptoms that she described to the tech (paraphrased):
The battery was not charging (no pink light) AND the battery charge indicator [in the systray] was not on, indicating that the power adapter was not plugged in. The battery level indicator was showing instead (another sure indicator that the A/C is either not connected or is bad) and she was under 30% by now (which is why she chose to call Gateway instead of doing the LIVE CHAT).
Gateway tech support gave her two options:
1. Ship the computer AND power supply to them. They said it would take about 2 days for them to get to it, then another 2 days to ship it back to her.
2. Take the computer to an authorized Gateway warranty service center.
She asked them if the FSU Computer Store was such a place, and the Gateway tech said "Yes, they should be able to fix it."
So, within an hour after talking to Gateway (and still one day before the warranty expired) she took the computer to the FSU Computer Store.
They said that they wouldn't be able to look at it for 24 to 48 hours.
Well, the next day someone at the FSU Computer Store ran the serial number and determined that it was NOT a device they could service because it was not purchased from their store or from gateway.com.
Hmm... isn't that convenient. In addition to that, she can't pickup the computer until 9/26 for some reason.
So, my daughter called me and asked for help.
I went to Gateway.com and started a LIVE CHAT with Steven_GWER5710.
Being the well-trained expert, he advised that she try to recalibrate the battery (a process that take hours).
See, that solution made no sense whatsoever, because the battery was not charging and the laptop was NOT getting any power from the A/C adapter (this was made clear in the beginning).
My daughter figured that she would end up having to send the computer to Gateway, but I told her not to do that just yet.
I emailed the FSU computer store to see if they had even bothered to test the power adapter with a multi-meter (a simple test to determine the D/C output). Eventually, I heard back from them and they didn't touch it, but if she brought it back in, they would test the adapter as a courtesy.
So, I phoned my daughter (who was already on her way to Best Buy in Tallahassee) and told her that the problem is either the power adapter or in the physical power connection circuitry where the adapter plugs in. Since she had previously told me that the connection was tight (no play) and there appeared to be nothing wrong with the laptop (other than not getting power), this seemed to be a logical deduction.
And I was correct. It took Best Buy no time at all to determine that the power adapter had absolutely ZERO electrical charge output.
It was dead.
While my daughter was at Best Buy, I was chatting LIVE with Gateway again. This time with Megan_GWER5705. Now, being that Megan's badge number was sequentially 5 digits less than Steve's, I thought that maybe she had a little more experience (maybe a week or so).
Me: "My daughter is at Best Buy now and they told her that her power adapter is bad"
Megan: "According to your submission and my data, the serial number for your Gateway MX6931 system is yada-yada-yada and the limited warranty has already expired. Is this correct?"
Me: "She went to buy a new power adapter (even though the product failed while under warranty)"
Sidenote:
My daughter is impatient and just wanted a new power adapter (of course, Daddy is paying for it).
I, on the other hand, would rather Gateway pay for it, since the product failed prior to warranty period (albeit only 2 days).
Also, I've owned 5 other laptops in the last 5 years and all of them are still working and still have the original power adapter.
The first one was an eMachines (probably the best workhorse of the bunch).
Me: "Can you tell me which product at Best Buy might be a suitable replacement ? She has been looking at them and none of them list her model number."
See, I was hoping that she would have all the specs and part numbers on hand and would be able to provide... well, customer service.
Megan: "I am afraid that we do not recommend one from a Retail Store other than the one we have here in our data base."
Me: "I know it requires 19v volt output"
Me: "Will you overnight one to her free (since it was under warranty when it failed, and we can prove it by telephone call to Gateway tech support.?"
Megan: "I am afraid that the computer is already out of warranty and we cannot send a replacement AC Adapter for free."
Me: "But... it was NOT out of warranty when she first called Gateway about the problem. Are you denying that? I have cell phone records that can prove the call was made."
Me: "Bottom line is that she needs a new adapter."
Me: "How much does Gateway sell them for?"
Megan: "Bob, as much as I would like to process a replacement AC Adapter however in our data base the computer's warranty was expired on 9/25/2007 and the incident regarding your concern was reported on 9/26/2007."
Side note:
Yes, by that time, it was 9/26 (the day AFTER the warranty expired).
Me: "Are you saying that since she used the telephone [to report the problem initially] instead of live chat (her computer was failing), this product failure will not be covered under warranty?"
Me: "I can show you the cell phone call log that shows an 11 minute call to Gateway tech support in San Diego on the 24th"
Me: "Surely a company as large as Gateway logs their tech support calls. It was at 11:23 am"
Megan: "No Bob."
Me: "You know what, I don't care about the warranty.. it will work itself out eventually. We just need a power adapter. How much will it cost and how soon can we get one?"
Megan: "Your computer was purchased on 09/25/2006 that has a 1 year warranty that expired on 09/25/2007"
Me: "yes, so incidents occurring prior to that date should be covered, correct?"
Me: "we have two ways to prove that the incident occurred prior to 9/25"
Me: "FSU computer store and the T-Mobile call log."
Megan: "Once the warranty has expired the and the incident was reported when the warranty is out, the issue for the replacement will not be covered by warranty."
Me: "The gateway tech said that the FSU computer store would be able to make the warranty repair, but they were wrong."
Megan: "Can you tell me what happened in your computer?"
Me: "nothing happened. she just noticed that the battery was not charging (no pink light) AND the battery charge indicator was not on, indicating that the power adapter was not plugged in."
Me: "Here is the content of the email I reply I received from the FSU computer store"
Me: "Hi Bob,I checked the service notes on this machine and the techs indicated that we were not allowed to work on this model because it was bought from a retail outlet (i.e. Best Buy, CompUSA, etc.) We are a factory authorized service center and can work on Gateway models that we sell and anything bought from Gateway.com. Apparently Gateway has a different serial # process for retail chains. While we are a factory authorized service center it appears that Gateway has imposed some limitations on what we can and cannot service. The techs say they see this sometimes but not always. This machine was not touched by our technicians once we ran the serial #. Gateway dictates the warranty and we must honor it. I hope helps clear things up.If your daughter brings her AC adapter in we can test it with a muti-meter as a courtesy, but we will not be able to replace it under warranty. For that she has to deal with the retail chain it was purchased from or directly with Gateway.This machine was checked in to our service center on: 09/240/7 @ 12:16pm and closed out 09/25/07 @ 5:35pm."
Side note:
See, that email plus the T-mobile call detail prove beyond doubt that the problem was reported to both Gateway AND a factory authorized service center. How could Megan argue against this?
Me: "Do you see the date that she checked in the computer? 9/24... the day AFTER the problem occurred and less than 1 hour after she completed her call to Gateway tech support. The product was still under warranty at that time."
Me: "Please have your manager call me or give me his/her number so I can call them. I don't want to get you in trouble, I just want to talk to someone who I can reason with. You apparently have to work within certain constraints, and I fully understand that."
Megan: "can you tell me what happened in your computer so that I may know if you really need a AC Adapter or need a repair?"
Me: "Best Buy tech said the power adapter was bad. He tested the output with a volt meter. It was dead. What MORE could anyone possibly need to know?"
Me: "I am trying to find the part online. bestec is the mfg. not a commony used part. would have been nice if gateway could have used a more standard part"
Me: "if you go back and read our conversation, you'll see that I already explained what was happening with her computer."
Me: "is either of these part numbers acceptable? 2522763R, 6506093R"
Me: "Gateway 2522763R 65W 19V 3.42A Adapter W/Cord - 2522763R, Gateway, Power adapters and supplies, 2522763R $80 at partstore.com"
Megan: "Bob, I really cannot send a replacement AC Adapter under warranty for your computer."
Side note:
I'm past the warranty thing.. I just want help obtaining the correct part. Gateway is only interested in acquiring more of my money.
Megan: "I know that this situation is very bothersome and I can relate how inconvenient this can be however since the issue was reported out of warranty, you need to order for a replacement not for free."
Side note:
I guess I'm not getting through to her or she believes that I am lying about making prior contact with Gateway or the FSU computer store.
Anyway, during my chat, I've been talking on speaker phone with my daughter and I helped her find an adapter that met the Gateway part specs.
Me: "My daughter just bought a replacement ac adapter at Best buy for $90. It works."
Megan: "Oh."
Megan: "Is there anything else I can assist you with?"
Side note:
Did she assist me? I think it was more like "resist".
Me: "You are not listening. It was not reported via CHAT until today, but it WAS reported to Gateway via phone call AND to an authorized Gateway warranty repair center. If YOU can not see the reasoning behind that logic, there is absolutely NO HOPE and no need to continue this conversation. Gateway will get what it deserves and that is NO customer loyalty. I will NEVER buy another gateway product, and you can take that to the bank."
I terminated the conversation. So, I'm out $90 + tax. I guess that's what you get when you buy a Gateway at Best Buy.
You live, you learn.
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Sep 26 '07
4:14 pm PDT
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Do Consumers Have Any Rights??? (Reply to this comment)
by ericas1925
I bought this PC in August 06. Out of the box tI had no video, the graphics card was bad and had to be replaced. Don't they even turn them on and see if they work before they ship them out?? So lost a few days there waiting to receive the part. I received the replacement in about a week and had to replace myself.
Very disappointed in the performance and speed for spending close to $3000. Upon trying to connect via the modem (I have broadband but use dial up as a back up) I noticed the modem does not work. Checked for driver updates, reinstalled the drivers, checked seating, etc and modem still will not even query. This issue has yet to be resolved.
After a couple months I would continually lose sound and dvd drive works on and off. I double checked drivers and what not but could not find the problem until Windows froze and I again spent hours with customer service only to be told I need to do a complete reinstall already. Another couple days of grief.
Feb 4th - Finally back up and running for a few weeks and the whole thing freezes...I need a new motherboard. After spending time on the phone with customer service and they have ME take out and re-seat the graphics card and memory and fiddle with jumpers in a cramped case. Wait 5 days for a new board. After receiving the new board I had to call Gateway back and schedule an appointment for a tech to come out. The tech comes to replace the board finally to find out that the replacement motherboard they sent was the wrong one.
Feb 9th - I had to call Gateway back and have them send me to correct board which they were supposed to ship overnight but shipped standard so I did not receive the correct motherboard until Feb 17.
I spoke to more customer service reps during the time between of 2/9 to 2/17 requesting that I be compensated in some way for all of the problems. I am self employed and rely heavily on my PC. This amount of down time causes substantial problems for my business and my income. They gave me a $25 dollar credit.
I have never had so much problems with a computer. I have had several over the past 14 or so years and have never had to replace any parts unless upgrading.
A tech came and installed it on Feb 20th and everything worked fine... for a few weeks.
Mar 8 - PC freezes I after I reboot...nothing just the same loud fan noise as the first time the board went out. I called Gateway and requested that they just send me a new PC....of course that will never happen. I originally thought the PC was just a lemon, yet mostly everything has been replaced except for the drives and I am still having problems. So maybe a poor configuration? Or just more shoddy parts?? I'm not sure.
After being on the phone with tech support yet another half an hour while the tech talked with others or whatever he had to do. Finally he had to take my number and told me that someone will call me within 24-48 hours with assistance.
Waited 24 hours - no phone call. Called Gateway back - found out that it was noted in my file that I was supposed to call them back and no one was supposed to call me, hmmm. Another hour on the phone to set up sending the PC into Gateway for service - what happened to the On-site service warranty I purchased? Well - that is up to their discretion. I am told they will wipe out my hard drive and that I need to take it somewhere to have my information backed up - great, that is $100 out of my pocket.
I'm sending in in tomorrow - will I ever see it again? If so, will it work and if it does for how long???
This has been the most ridiculous purchase I have ever made. I am also filing a report with the BBB...but I fear it will make no difference. I did not spend $3000 for this kind of torture. This company needs to be held accountable for their poor products and poor practices.
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Mar 09 '07
6:27 pm PST
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Re: Re: Gateway Continues to Suck (Reply to this comment)
by samsungsux
File a complaint with the better business bureau. When I did so in Feb 2007, they had nothing on file so I guess I am the first. But please, if you are looking at this site, go to the better biz bureau site https://odr.bbb.org/odrweb/public/GetStarted.aspx
and while you're at it file one against Best Buy who also suck.
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Feb 27 '07
2:58 pm PST
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Re: Gateway Continues to Suck (Reply to this comment)
by billr40229
I am a tech and recently had to purchase a computer because I did not have time to shop and assemble my own which I usually do. I purchased a Gateway and in two months the hard drive crashed. Before that I was getting constant freezes and errors which I tried in vain to trouble shoot. When the hard drive crashed I realized that was the problem but intermittent problems are hard to solve if you are limited to time. I returned the hard drive and received a replacement which I had to reinstall everything myself. I lost many important files because my backup was in need of replacement too. They took the money out of my checking account in lieu of me returning the defective hard drive. They kept my money and the returned hard drive and I have been fighting them for over four months for a return on my money or my hard drive back since it is my property even though it is of no use to me. As far as I am concerned Gateway is a scam job that uses cheap parts and their customer service just gives you the run around. One of them was even rude to me. BUYERS BEWARE. If you expect anyything other than crap and bad service don't purchase a gateway. PS. I was a tech support at my company that had an entire office and lab full of gateways and they were nothing but headaches until they switched to Dell as their supplier.
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Feb 18 '07
8:31 am PST
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Gateway Continues to Suck (Reply to this comment)
by samsungsux
Gateway products are notoriously poor quality. In fact, I purchased three - not because I am a total sucker but because when they had the gateway stores, I was given FREE replacement parts for a couple of years. I have had other computers simultaneously; HP, IBM thinkpad - for the cost, the gateways were okay. The main thing was the ability to get them fixed when they crapped out.
Now this doesn't exist and the warranties are full of looholes so they don't have to cover ANYTHING. I have an 18 month old Gateway notebook 6020 GX which is dead - the motherboard and power connector are no longer usable.
I tried to buy my own motherboard to have that installed and no one could tell me how to do it at gateway. In fact, if you buy your computers from a place like best buy (WHO ALSO SUCK, DON'T GIVE THEM YOUR BUSINESS) you are relegated to a 3rd class customer service operation (toll call) and get zero help.
Gateway has sucked for years and years, but only now do they not even stand behind their warranties.
Watch the fun as gateway goes belly up. 18-24 months TOPS from now (01-2007)
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Jan 03 '07
11:51 am PST
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Buy Gateway? NEVER AGAIN! (Reply to this comment)
by never-again
I warn anyone who is even thinking about buying anything from gateway not to. Their customer service would be laughable.. but I'm so angry now there's no laughter involved. Hers I sit, 45 minutes on hold, trying to get a replacement power adapter for my $3000 laptop. First off, I made the request through my school's laptop support center. They put the order in, and a power adapter came, but it was the wrong one. THEN, I called gateway and informed them that they sent me the wrong one. The guy said it would be here tuesday or wednesday.(12/26-12/27). Wednesday came around and I called them again. Now they blamed christmas for the reason that my adapter hasn't been shipped yet. On wednesday there wasn't even a tracking number for my order! So that guy said that it should be here thursday or friday. Now it's friday, and I'm calling them again. I'm still on hold I might add.. this call has last 45 minutes so far. I asked why my adapter isn't here yet, and she said there aren't tracking numbers! Apparently, that particular part number is on back order, which is the reason they give why my adapter isn't even en route yet. So, I asked to speak to her supervisor. 10 minutes later she comes back on, says her supervisor is on another call, and graciously offers to put me on hold again. I complain some, then she says that they're printing out the shipping labels! Why would you print out shipping labels for a part that supposedly isn't there. I think that was a lie. Isn't that ILLEGAL?
I'm still waiting for her supervisor to get off his *** and answer an angry customer's call. You would think they would know how to deal with angry customers, considering they create a lot of them.
In conclusion, I'm still on hold waiting for a supervisor. There's a great indicator of how good their customer service is. This call has last 52 minutes now. You have been warned. Don't make the same mistake I did. I WILL NEVER DO BUSINESS WITH THIS COMPANY EVER AGAIN! And I'll be sure to tell all my friends and their friends and so on.
I'm registering a complaint with the better business bureau, this is the last straw.
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Dec 29 '06
1:02 pm PST
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Buy Gateway? NEVER AGAIN! (Reply to this comment)
by never-again
I warn anyone who is even thinking about buying anything from gateway not to. Their customer service would be laughable.. but I'm so angry now there's no laughter involved. Hers I sit, 45 minutes on hold, trying to get a replacement power adapter for my $3000 laptop. First off, I made the request through my school's laptop support center. They put the order in, and a power adapter came, but it was the wrong one. THEN, I called gateway and informed them that they sent me the wrong one. The guy said it would be here tuesday or wednesday.(12/26-12/27). Wednesday came around and I called them again. Now they blamed christmas for the reason that my adapter hasn't been shipped yet. On wednesday there wasn't even a tracking number for my order! So that guy said that it should be here thursday or friday. Now it's friday, and I'm calling them again. I'm still on hold I might add.. this call has last 45 minutes so far. I asked why my adapter isn't here yet, and she said there aren't tracking numbers! Apparently, that particular part number is on back order, which is the reason they give why my adapter isn't even en route yet. So, I asked to speak to her supervisor. 10 minutes later she comes back on, says her supervisor is on another call, and graciously offers to put me on hold again. I complain some, then she says that they're printing out the shipping labels! Why would you print out shipping labels for a part that supposedly isn't there. I think that was a lie. Isn't that ILLEGAL?
I'm still waiting for her supervisor to get off his *** and answer an angry customer's call. You would think they would know how to deal with angry customers, considering they create a lot of them.
In conclusion, I'm still on hold waiting for a supervisor. There's a great indicator of how good their customer service is. This call has last 52 minutes now. You have been warned. Don't make the same mistake I did. I WILL NEVER DO BUSINESS WITH THIS COMPANY EVER AGAIN! And I'll be sure to tell all my friends and their friends and so on.
I'm registering a complaint with the better business bureau, this is the last straw.
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Dec 29 '06
1:02 pm PST
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I Agree - Gatewaty Customer Service SUCKS!!!!!!!!!!!!!!!!!!!!! (Reply to this comment)
by laurie29
went on Gateways website on April 24, 2006 to get a copy of an original invoice for a laptop that was purchased a few years ago (it was stolen and we needed a copy of the original invoice for insurance.) Since it has been more than a year since the laptop was purchased, I had to pay $15.00 to get it. Fine, I paid the $15.00 and awaited my invoice. 3 Months, 25 emails and 20 phone calls later, I still have no invoice. In June, after screaming at about 10 different people, they sent me, get this, a COPY OF THE INVOICE FOR THE $15.00 I PAID TO GET THE ORIGINAL INVOICE!!!! These customer service reps are worthless. I spoke to a SUPERVISOR SHANNON Badge # KS1036 who was down right rude. She told me that the invoice had been mailed 6 times (yeah, right I have 2 emails from Gateway saying it was never mailed due to an error in the submission). I stayed on the phone with Shannon for ever, trying to get HER supervisor, to which she said she didn't have one. Apparently, Shannon is the biggest boss there is at Gateway. I work for a small company, and we have purchased plenty of Gateways, and I can tell you that I will never, ever, ever purchase another Gateway product due to the rudeness and worthlessness of the Customer Service Reps
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Aug 03 '06
6:23 am PDT
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Re: Internet Homepage Default (Reply to this comment)
by wildog426
you can't change it through Internet Options?
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Jul 03 '06
6:59 pm PDT
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Internet Homepage Default (Reply to this comment)
by snorris57
Checked with Gateway only to find out I would have to completely reinstall ALL of my software to get rid of Gateway as the deafault Internet homepage. That sucks!
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Jun 11 '06
7:41 pm PDT
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Gateway Sucks (Reply to this comment)
by immature_romeo
I recently bought a Gateway Convertible CX200S. I was a little skeptic about it because I had seen the processor's speed and at 1.6, it just didn't sound right especially for a person like me who's constantly obessed with media production. Honestly, I think that 1.6 is way below the for an Intel Processor standard. I'm about to return my Gateway product to the company and they told me that I would be charged 15%, which in my case, was going to be 200 sum dollars. While I had my notebook computer, I tried to get service, but they too would just tell me to check out the website. The customer support is downright aweful. I originally wanted to get a Sony Vaio FJ series. In short, please, please, please don't purchase any products from Gateway because their customer service, plans, and processors aren't all that great. For any of you people who are obessed with viewing and creating media, I would suggest buying from Sony or Dell. The prices at Dell are cheaper and the desktops and notebooks are much more appealing than the Gateway products.
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May 25 '06
11:25 pm PDT
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Gateway Sucks (Reply to this comment)
by immature_romeo
I recently bought a Gateway Convertible CX200S. I was a little skeptic about it because I had seen the processor's speed and at 1.6, it just didn't sound right especially for a person like me who's constantly obessed with media production. Honestly, I think that 1.6 is way below the for an Intel Processor standard. I'm about to return my Gateway product to the company and they told me that I would be charged 15%, which in my case, was going to be 200 sum dollars. While I had my notebook computer, I tried to get service, but they too would just tell me to check out the website. The customer support is downright aweful. I originally wanted to get a Sony Vaio FJ series. In short, please, please, please don't purchase any products from Gateway because their customer service, plans, and processors aren't all that great. For any of you people who are obessed with viewing and creating media, I would suggest buying from Sony or Dell. The prices at Dell are cheaper and the desktops and notebooks are much more appealing than the Gateway products.
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May 25 '06
11:22 pm PDT
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One more story (Reply to this comment)
by midge314
I bought Gateway's Media Center PC in 2003 with the lifetime phone support for nearly $2,000. The only reason I bought the system and support was because I was told in buying them the company would provide support as long as I owned the system even if I were to update it with new hardware and/or a new operating system. When I received the system I read the paperwork about the lifetime phone support. How surprised I was that it stated it would only be provided to systems maintained in the shipped configuration. When I addressed this with customer support all I was told was that I shouldn't have been told I could make changes and still receive the support. It was not their policy to make such promises and they would not honor it. They wouldn't offer anything to make up for the false promise. Next comes a new OS. The MCE OS has undergone 2 upgrades since I bought the computer. Microsoft says the only way to get OS updates is through the OEM. Gateway provided the first upgrade after much pressure from their customers, but refuses to offer for sale the newest OS, MCE 2005, to owners of previously sold machines. They claim there is incompatibility issues which prevent them from selling the newer OS, but will not say what that is. Both tech and customer support say the only way to get the latest OS is to buy a new computer. These "new" computers are similar in hardware and price to what was sold previously. Lately though they are selling Microsoft's OEM version of MCE 2005 in a 3 pack on their accessory site. I inquired as to why they wouldn't sell just one copy to me because it was for sale on their accessory site. When the support person checked it out he apologized and offered to sell me the 3 pack but couldn't sell one copy. When I complained of this to customer support, I got a reply saying they only offered the latest OS on new machines and other then the person that offered to sell me the 3 pack ignored the fact that they sell it on the Gateway accessory site. Worse yet when talking with the executive customer service department I am told that the accessory site with the Gateway name is not a Gateway company and in calling Gateway on this I was committing an illegal act. I've learned a very hard lesson about this company. They don't care about their existing customer base nor maintaining customer loyalty. All they want to do is sell new systems and give as little support as possible. Lastly their purchased extended tech support is just a way of getting the sale promising anything to get the customer to buy and then retracting the promises after receipt of a system claiming a mistake was made and retracting all offers given by sales that exceeded what they claim is the actual item purchased.
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Mar 21 '06
8:47 pm PST
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Do not take "NO" for an answer (Reply to this comment)
by jhsesq
I had the same exact problems with my Gateway Media Center 610. I sent it back to the factory 3 times for repairs. The last time they sent it back, the UPS delivery person threw it over my 6 foot fence and onto the cement in my backyard!! Gateway tried to say that any damage caused by UPS would be MY responsibility. Fortunately, I am a lawyer, I know better, and I threw my weight around enough to get them to admit that three times in for service is ENOUGH.
They replaced the 610 with a new system -- a 9310XL, complete with 19" flat screen monitor because I refused to accept the monster monitor they tried to give me. I told them I bought a 610 because I wanted flat screen and NOTHING else will do.
After I got my new computer, I sent the old 610 back to them and have never been so happy to say "Good-bye and good riddance" to a piece of machinery in my life.
The new computer has had 1 problem that took me MONTHS to resolve because Gateway's customer service SUCKS. Same story: "Reformat the hard drive." A 500 gb hard drive? NO.
The new problem was a "power surge in the hub" which caused all the cardreaders to disappear from "My Computer." When they finally got the correct replacement part to me -- after my arguing with them about it for 5 months -- I was able to install it in about 5 minutes.
And guess what? One of the prongs on the original card reader was bent which would be more than enough to send a surge of electricity through the reader and short it out. DUH. No reformatting needed, thank you very much. And it came from their factory already bent because I had never been inside the computer to have bent it myself.
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Mar 17 '06
3:02 pm PST
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Update on Problem from July (scroll down for details) (Reply to this comment)
by hellseyduster
So I finally got my credit for the monitor that I was wrongly charged for (after much heartache) by filing a claim with the Better Business Bureau. This link is also helpful:
http://www.consumeraffairs.com/computers/a_gateway_colloquy.htm
All of a sudden a member of their Executive Response Team was leaving me messages that my money was refunded and confirming that I was satisfied with the resolution.
HOWEVER!!!!... yesterday, nearly 7 MONTHS LATER, my Mom received a notice from a collections agency saying that she owed Gateway over $1000 (for what? it didn't say). Neither my mom nor I have purchased ANYTHING from Gateway in 2 or 3 years and neither one of us has every received a bill from Gateway. I have a suspicion that they never cleared the charge for the two monitors they sent and somehow went back in the history of this, found my mom's address (she purchased the computers to begin with) and are now trying to charge her for 2 monitors. This just does not make sense. I am furious at the thought that we may have to go through this whole thing over again or that my mom, who has never NOT paid a bill in her life, now has to deal with this collections agency. I am extremely tempted to smash my computer to bits and buy a Mac but what's going to stop them from trying to get money from us for things we never bought now that they have our personal information?
People, Gateway was my family's computer of choice since we first purchased a computer but it's not the same company, believe me. Their customer service department is THE WORST. They are confused, rude, slow, and make you promises they never intend to keep. They are extremely apathetic and will even lie to you. I am not exaggerating. Please avoid Gateway at all costs.
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Feb 26 '06
9:47 am PST
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Gateway doesn't get it... (Reply to this comment)
by consumeralerts
I have to agree on Gateway's customer service. It is MORE than lacking. They lost a major university contract quite simply because they lacked decent customer support. They want to sell you the stuff, they just don't want to provide good support for it.
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Feb 22 '06
12:33 pm PST
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Gateway Sucks (Reply to this comment)
by eugenee3rd
I bought a Gateway 550GR year at Best Buy because it seemed like a good computer. It has 512 MB ram, 128 MB ATI graphics card, DVD writer, 200 GB HDD, et al. I also bought a Best Buy extended warrenty.
The comp worked for about a year but now it is going loopy. It went down earlier this month & got repaird & went down 3 days later. It was repaired yesterday but this morning, it went down again.
My grandfather told me to call Best Buy again to have it repaired but I know that it's going to go down again.
The error is as follows:
While using the comp, it will lock up & I can't turn off the comp using the computers power button so since I have a surge protector, I have to turn off the surge protector's power button. And when I turn on the comp, you see the buttons light up & hear the fan but the power button isn't showing as being on & you can't boot into Win XP. This comp had the video card & motherboard replaced but it still goes down with the same problem.
Take it from me, stay away from Gateway. I use comp's a lot, I have an old E-Machines comp from 1999 which I am using right now to connect to the NET since my Gateway is down for the second or third time. I play my computers a lot but my E-Machines is doing well while my Gateway is going loopy too much.
Screw Gateway. If I knew last year about how much Gateway sucked, I would have went with Dell. My next comp is not going to be a Gateway, it will probably be a Dell.
I think that Gateway makes their systems to break down so that you will have to purchase parts.
I really loved my Gateway 500GR because it was a great comp because it had what I wanted since I am a gamer but now that I see what Gateway is, they are never going to get money from me again.
I know that comp's will go down & that is understandable but a comp going down 3 times in one month even with new parts added is redickuless. I mostly use my comp for playing games but I go online a lot & they can't say that it's a virus or Internet hackers because I have a virus detector & firewall running all the time on my comp.
From a Gateway user who is now mad because my Gateway 550GR comp has been repaired several times & still goes down with the same problems, so, IMO, stay far away from Gateway. It's no wonder why their losing money.
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Dec 30 '05
3:47 pm PST
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Where does a Gateway CUSTOMER go for help ??? (Reply to this comment)
by wstkddad
Less than two years ago I purchased a $2000 Media Center 610XL all in one computer...brand new to Gateway, very cool machine and had all the power I wanted to do video editing...since I've purchased it, they've discontinued the model (6 months after it's release), my system has a problem that no one can figure out so it's been sent back to their 3rd party repair company THREE TIMES for the same issue...the screen will just go black at random times...that's it...try using a computer when you can't see what's going on...they insist it's a software issue but they are not smart enough to tell me which one...so each time they format the hard drive (great solution) and reinstall Windows...well let's see, the engine in my car keeps stalling, so why don't I get a rebuilt engine ??...BECAUSE THEY FIGURE OUT WHAT"S WRONG AND FIX IT, that's why !!....the crap I've put up with from Gateway on this PC has convinced me it's time to move away from GATEWAY for sure and maybe even more away from Windows PC's and go with Mac.....Unbelieveably, the customer who supports Gateway gets screwed in the end and they could care less....I know that because IF they cared, they'd make it right....it's not that hard....GATEWAY TREATS THEIR CUSTOMERS WITH TOTAL DISRESPECT AND THEREFORE, THE FEELING IS VERY MUTUAL....GATEWAY DESERVES less the $2.56 shar price for it's stock...it's not even worth .01 ....you'd think they'd get it and make a change...
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Dec 27 '05
8:45 am PST
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gateway tech support sucks (Reply to this comment)
by computerprof
I bought a Gateway Media 610 PC. I loved the computer until it stopped working one month after the one year warranty expired.
It stopped turning on at the power button and Gateway advised I send it back for repair. They put in a new power supply and I have had nothing but trouble since. Th system crashes every time I boot it. Gateway's solution - reformat the hard drive. They do no analysis whatsoever. The last 4 calls to Gateway have been worthless. I am a computer instructor and I know for a fact that they are giving bogus info. The latest tech told me I had to totally reinstall windows xp with a format of the C drive - "there is no way to just reinstall." I tell my students - don't buy from Gateway. Spread the word.
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Dec 12 '05
6:34 pm PST
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Adapter Hell.. (Reply to this comment)
by richttaylor
For 5 years I'd been a very happy Dell customer.
A couple years ago my computer had a horrendous virus that was taking a while to find patches for, etc (good old IE d/l's Active X's w/o your asking... horray for firefox).
So.. we had a neighboorly gateway store at the time and I bought a new laptop as I was in a pinch and had wanted to shift to web developing from wireless cafe's instead of at home.
Within 2 months the hard drive crashed. They're pretty good on that one, you call them and they send you a new harddrive and an RMA for the old one. If I wasn't a techie I would be in trouble though.
Another year later the hard drive crashed again. Same story as above.. a bunch of wasted hours reinstalling the OS. My important stuff (work) is all online so I don't mind the crashes.
Then my adapter died. I ordered the first adapter and was sent the two prong adapter. Mine has 4. RMA.
A couple weeks later I ordered it again. I was very explicit with customer service asking if they were sure it was a '4-prong adapter'. Sure enough a week later I received the same wrong adapter. Another RMA sent off (and another 2 months of waiting for a refund). This time around they told me about a 3rd party that carries the adapter for the lovely price of $150 including s/h.
About a month later, as I was unemployed and not capable of spending $150 on an adapter (I do have a dell that's 6 years old, original parts, and it's still functioning just fine so I wasn't too worried). I went to the 3rd party and they didn't have it. Okay, let's contact cust service again at gateway. I was shown a picture of the correct adapter and was assured I was going to be getting the right one.
Today I just got the wrong adapter again. I contacted Gateway to find another 3rd party that has the adapter for $50 more then the last 3rd party. It's worthy of mentioning that this laptop is only 2 years old.. you'd think they'd keep adapters around.
I asked multiple times if they'd consider extending my warranty. It's spent 6 months down in total now. Everyone pleasantly says I'm sorry and meanwhile I think they're the crappiest company I've ever dealt with.
I would personally never, ever buy a laptop or any computer from Gateway. I hope they see the quick demise they deserve. Too many of my other friends bought laptops from them when they had the 'gateway store' and they've reported too much shop time as well.
Good luck!
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Nov 29 '05
6:17 pm PST
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New Gateway notebook broke (Reply to this comment)
by elconde
My new Gateway notebook broke just a couple months after I got it. It has a memory problem, which I was able to identify by using Memtest86 and by unsuccessfully trying to boot from a couple different Linux "Live CDs". Although the problem clearly has nothing to do with the hard drive, the tech support person told me to "restore" the hard drive. In other words, wipe all of my files and programs clean and restore it to the state it was in when I got it. He also told me that if I sent it in for service, that's the first thing they would do. I asked if I could remove the hard drive before sending it in, but I was told that they wouldn't even work on it.
That attitude is extremely insulting--"nothing you could do with your computer is worth saving, so we're just going to restore it to the pristine state it was in before you got it before we'll even look at it." The worst part is, anyone with any experience in diagnosing hardware problems would know that the hard drive is not the problem, and reformating the hard drive would be pointless. I suspect they are just going to send me a refurbished computer with someone else's hard drive. Great. I pay $1000 for a computer, it breaks two months later, and I get someone else's used computer. How long before that one breaks? Gateway sucks.
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Nov 21 '05
6:17 pm PST
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Gateway Customer(non)Service SUCKS!! (Reply to this comment)
by untamedazlady
I don't think that horrible customer service begins to describe what one gets from Gateway as it implies that some sort of service is given in the first place. My boyfriend is serving our country over in Iraq and his Gateway laptop is his primary link to home. He bought this GATEWAY expecting the wonderful customer service they always advertise. HA!
When his DVD-RW drive went out he contacted Gateway Tech Support. The joker he spoke with told him he'd need a new drive but it wasn't under warranty so he'd have to purchase a new one but they would fix him up with the correct one as they had all his model/serial info in front of them... please give us your credit card number. He had the part shipped home as he was returning on home leave and was overjoyed (NOT) to find a PC DESKTOP Computer DVD-RW awaiting him. When he called to let them know they had shipped the wrong part for his computer they basically told him, "sorry, you bought it, you keep it"! After 30 min on the phone with various tech support and customer service people at Gateway he was told that Gateway didn't even make or sell the part for his laptop. When he asked to speak to a supervisor he was passed between 5 other customer service flunkies and each one was more rude. "You had to have returned it within 15 days of when you ordered it... we can't refund your money!" After another 30 minutes of being insulted and telling him that they weren't responsible for their error, they told him he would have to pay a 15% restocking fee to return the part that they sent him by mistake.
Gateway SUCKS! Gateway is unAmerican and doesn't even know what the meaning of the word Service is!
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Aug 24 '05
4:35 pm PDT
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