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46 complaints
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A
2:07 pm EDT
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Gateway - Terrible company

I teach college level multimedia and art courses with sophisticated software such as Combustion, Maya, 3D Max (totalling more than $20, 000 of software installed on computer) so I needed a high end system at home. Purchased FX610 X Gateway Computer August 2017 with three year on site service agreement. Computer arrived, right out of the box with broken speakers. I called Gateway who told me they needed MY CREDIT CARD TO GUARANTEE THE RETURN OF THEIR BROKEN PRODUCT, and had to return units at my expense for their repair. If mail carrier lost the returned units, my credit card was charged for the replacement units. I kept speakers, replacing them on my own.

Short time later, 24" monitor broke. Black screen showing nothing. Strings of calls to Gateway Techs said monitor could NOT be broke regardless of my black screen. Phone fights with Gateway ensued under my service agreement, finally after months of chasing Gateway, they replaced the monitor with the above policy where I had to return their monitor with MY CREDIT CARD as collateral for their broken equipment.

October, 07, computer still under warranty, dies unable to work at all. For 14 weeks I chased Gateway who denied anything was wrong with my computer. Gateway blamed internet bugs had infected the system DESPITE THE FACT THE UNIT WAS NOT CONNECTED TO THE INTERNET. After dozens more calls to Gateway Techs during November, December 07 and January 08, who denied anything was wrong with their broken system INSISTED the issue was faulty software (which my service agreement did NOT cover) SO nothing was done. System was unusable and still under warranty. As part of a large college, I brought my software disks into our IT department to check all disks...not one piece of software was faulty, successfully installing and operating on computers other than Gateway. Recalled Gateway support with added fury because NO WORK could be done, the system was completely down and under a service agreement, courses were delayed, new coursework could not be prepared, graduate research was unable to be completed. Gateway Techs do NOT respond, hang up, disconnect, shift calls to offsetting departments, repeating the same issues ad infinitum with no results, read prescripted answers that DO NOT ADDRESS THE ISSUES AT HAND.

Finally, after screaming calls to Gateway, mid-January 08, one Gateway Tech (Rebecca) ordered the replacement of the unit's hard drive. Their tech arrived, took out the old hard, put in a new one and left before the new one could even run through the paces of reinstallation. All work contained on the computer disappeared with the old drive so the new hard drive had to be configured. Called Gateway again testing new hard drive and could not access PING address of computer. Gateway insisted the unit HAD to be connected to internet to get ping address which I would not do. Owning Autodesk high end software that needed to be re-keyed with new hard drive, I asked about accessing the PING address. Autodesk led me through three SIMPLE steps to find PING address that had been logged into Windows XP, so obviously the unit did NOT have to be connected to internet nor Gateway does NOT know it's own hardware. This system shuts down at will, still cannot create any work and demanded refund from Gateway to purchase a reliable system. Filed complaints with Better Business Bureau, Illinois Attorney General who advised me to get an attorney, throwing more money and time down the drain that I DO NOT HAVE, nor should I have to. This is not a BABY system. My system, still under warranty does not operate.

THIS SYSTEM HAS BEEN FAULTY SINCE THE DAY IT WAS DELIVERED, is still under a paid warranty, does not work AND THERE IS NO RECOURSE TO THE CONSUMER BECAUSE GATEWAY, A LARGE CORPORATION DENIES EVERYTHING. THEY HAVE MY MONEY, I HAVE NOTHING and the states within which they do business allow them to continue to string consumers along, take their money offering no solutions to equipment that does not work.

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9 comments
R
Dec 16, 2009 8:21 am EST

I bought a laptop from best buy three weeks ago, but it only had 14 days to return it, well on the 15th day it died. It was a gateway so I now have been waiting 16 days and gateway still can't tell me what is wrong and when the parts are coming in ? And most of all I think they don't care either. It seems this is going to be a bad trip down the poor service road. It is too bad, gateway had a good name at one time, before Acer bought them. DO NOT BUY A GATEWAY OR YOU WILL BE LIKE ME SORRY!

S
Feb 02, 2010 3:44 pm EST

I bought a Gateway laptop 1/7/08 from Best Buy. The day after Christmas in 2017, the right side of the screen went out. They told me to mail it to Temple, TX and they would see if it was covered under warranty. They called and said the screen was cracked, which I still dispute, and said the replacement screen would be 449.00. I called them and told them they must be crazy, to ship it back and I would get it fixed locally. I called around and the screen can be replaced for 150.00 total. Mind you, when I sent them my computer, I shipped it UPS and paid 41.00 to get it packaged so that it wouldn't get damaged and paid to insure it. When I got it back this week FedEx, they didn't even secure the laptop. You could hear it sliding in the box. They wrapped it in a plastic bag and that was all. I called to complain and was told I would have to call the support number but no one would help me there. The screen has not been repaired yet and I don't know if any further damage has occured because of the poor way they shipped it back. They were upset because I didn't let them fix the screen for what it would have cost to almost buy a new one so they did not bother to make sure it was returned to me undamaged. I work for a large company who used to use Gateway exclusively. Not anymore, they now use HP because the customer service was awlful after Acer bought them out. I'm going to take a page out of their book. I don't ever plan to buy another Gateway computer. We plan to buy a second laptop this year, but it won't be Gateway I can assure you. I am very, very disappointed in their customer service department.

May 12, 2008 1:22 am EDT

I bought one desktop a couple of years ago. It of course stopped working. I sent it in along with the included software. They returned the computer, without the software and not fixed. I needed the software to do any repairs on my own - Gateway insisted they no longer made cds. Big deal. I wanted mine.

About two years later I purchased a laptop. This piece of crap would just turn itself off randomly if you touched it. Now it turns it's self on and off repeatedly. The only way to stop this is to remove the battery.

How can a company continuously make a product of inferior quality? It's amazing.

Do not ever buy a gateway. Shoulda gotta Dell.

U
Dec 15, 2008 8:02 am EST

Sent a computer in to gateway to be fixed after buying the best warranty available. They said it would not be a problem, just send it in, the motherboard has gone bad. Sent the computer in and was told it would be done in 5-7 days. Two weeks later, i called them back because i didnt get my computer back. They now say, there wasnt enough information when they got it so they didnt do anything. Including call me to find out what the problem was. Im guessing there support people dont have a service ticket program so they cant put any notes in when customers call.

Now it will be 10 - 15 days more, and when i said i needed it back faster, the support person said " So does everyone else".

At least the people in india doing support are polite. Cant understand them but they are polite.

the only good news is the 2 computers my

kids are getting for christmas will NOT be from gateway.

O
Jan 29, 2012 4:45 pm EST

I bought a Gateway computer one of those all in one computers last years in August. I got the extended warranty for it, which cost me about 160 dollars for the warranty plan for 3 years. They told me that this plan will take care of everything would happen to the computer. Now i have a dead pixel on my monitor and its really bothering me. I called them to get it fixed for me. They told me that the monitor has to have at least 4 dead pixels on it in order for them to consider fixing it. That makes no sense. One dead pixel or 10, it don't matter i paid for the plan. I think Gateway is full of it and everybody should be aware and read between the lines when they purchase any product from Gateway. They are not a honest company at all.

M
Sep 03, 2009 4:33 pm EDT

I just recently purchased a Gateway computer, model# md7820u, 3 months after i bought it, the harddrive failed, when i tried to contact them, on several occasions, they said that they would get back to me . They actually have several calls on file from me . When i asked to talk to a supervisor, he told me that maybe, it had erased the operating system, and he proceeded to make be buy the backup discs, which weren't included in the original computer package.Well, of course, u can't backup a computer that doesn't have a harddrive.Finally fed up, i had it fixed by a specialist, which cost me about $250.00. I am still waiting to hear from them, could you do anything about it, please ?
I bought the computer on 02-03-09, which they said a one year warrenty.attached is the receipt, and a copy of the work order.
Thank You

J
Jan 29, 2012 4:50 pm EST

dead pixels are common in monitors. all companies that i know of wont replace a monitor without at least a few dead pixels.

C
Sep 04, 2010 9:44 am EDT

the form or metal tanks and aircraft in our back yards (I should along with the bad porducts that now fill American dumps.All of the good American companies have, or are being, purchased by foreign governments - metal to make, or remake, the products is being provided by America. The metal is then converted by the foreign companies to lastic parts that fail once returned to America where the products themselves show up in our dumbs.

Most disturbing of all questions - How much time will it take the subject metal to arives in Amirican backyards in the form of tanks, airecraft, and guns.

Jan 17, 2009 3:03 pm EST

now they not only deliver grap, they also stopped supporting it alltogether, regardless if you paid for a long-term service and warranty contract with them or not. You think that I am joking? I am not, see for yourself here:

http://www.complaintsboard.com/complaints/gateway-computers-c152808.html

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5:36 pm EDT
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Gateway - Defective Computer

I bought a Gateway M2404U Notebook Lap Top from HSN last year and have recently discovered that it wont print. I've tried connecting several brands of printers to it and nothing happens. I spent at least 15 hours and hundreds of dollars on their tech help site, spent money on recovery software because it was discovered that the computer also would not format or burn discs and thus, I could not download them off their site. I sent the computer to Texas for repair and they (unauthorized) charged me $200 despite the fact that I am still under warranty. And when it came back from Texas, it still would not print. The HP printer and SUB cable work perfectly fine when connected to another computer. I have contacted HP, they made the same suggestions for fixing the problem that Gateway had already tried ad nauseum and said that if that doesnt work, it isnt their problem because it has been proven that the printer is fine. Finally after more phone time with a Gateway senior tech, he told me there was nothing more they could do and suggested I contact Gateway and see about getting a new computer because I was under warranty. After 3 days of being pawned off and shuffled around (calls went to India) I finally managed to get a person who said basically, 'Tough luck, it's not our fault. Our computer works perfectly fine.' But it doesn't. It wont print. It wont connect to a printer that is perfectly functional in every way. Gateway says it is a "third party" software problem and won't honor the warranty. There is somethin seriously wrong with this lap top, but they won't listen. They don't care. I've done everything they have asked of me, performed every task required, spent hundreds of dollars trying to resolve this issue and Gateway pretty much took my money and kicked me in the face. I've also contacted HSN and they tell me that it isn't their problem anymore. No one will take responsibility for this faulty computer.

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3 comments
E
Jul 28, 2010 10:13 am EDT

I have the same problem with my Gateway I got From HSN it wont print and the charger has stoped working three times i have had to replace the charger three times

A
Nov 17, 2009 12:52 am EST

I also purchased this lemon from HSN for my daughter last year for christmas. I still have a month left on warranty but one speaker doesnt work (never has and no one would fix it), now it wont go past the start up screen and the darn thing wont even charge. I had to pay for a friggin recovery disk and that dude from india wouldnt speak up or even speak where I could understand. She is 11 years old and this was supposed to work fine for her. I have an acer desktop and a dell laptop that my oldest daughter has had for more than 4 years without any problems...well serious ones...I got a call from hsn last month...they didnt give me credit for my last flex payment and keep telling me I owe them even when they have the reciept. I will never...ever...shop with them and Im taking my little girls computer to our IT department at work to see if they can fix it properly. Thankfully it wont cost me anything if it needs major work. Oh, and yeah...it never would print...cute laptop pink...but its giant pink turd in my opinion!

G
Sep 30, 2009 1:03 am EDT

I have exactly the same problem with my Gateway Laptop! IT WONT PRINT! I have tried numerous printers that work prfectly fine in other laptops and operating but fail to print in this machine. I have contacted RapeWay and after many many hrs of robotic conversatios with their customer service team in India, I have relized I BOUGHT A LEMON! I tried to get an answer from the Geek Squad from Best Buy wich is were I purchased this lemon, and they are also washing their hands. I will never buy from Best Buy, Gaeway, and Microsoft. The can all KISS MY ###!

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7:45 pm EDT
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Gateway - Unethical business

This company is unbelievable! Gateway is the most unprofessional incompetent company I have ever had to deal with. At the end of April 2009 my internal cd drive broke which was of course after the warranty had just expired. So, I called gateway. I proceed to give the customer service rep my make and serial number off of my computer. I pay for the $400 part with my debit card. After waiting for nearly six weeks I finally received the part. I tore my computer apart and when I went to install the new cd drive there were no instructions and it was the wrong part. After calling Gateway I was told that gateway did not carry the part I needed and I would have to contact their corporation. Amazing that after giving them all of the correct information on my computer, they could still screw up so badly. I ordered the correct part from their corporation, received it and installed it with no problem. However that was not all I still had to deal with returning the incorrect part to gateway. Of course, they do not include return shipping labels with their orders. So once again I had to call gateway and order return shipping labels. Another 7 - 10 business days. The labels never came. So again I called gateway. Another set of labels would be sent, another 7-10 business days. Finally the labels arrived. I packaged the part & sent it back the same day the labels were received. I tracked the package and it arrived at gateway on July. Two weeks later I still had not received my refund. I called gateway and was told my order was being "processed" and if I did not receive my refund in a few more days, I should call consumer refunds. Another week goes by but no refund. This is a company which follows unethical business.

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2:45 pm EDT
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Gateway - Faulty Computer

Bought a brand new 900.00 gateway tower 1/22/09 from best buy, worked great for the first month and a half and then randomly started shutting down with no error codes, i would turn it on and 2 minutes later it shut down. Contact Gateway via tech chat the rep told me to try updating drivers in which i couldnt keep computer on long enough to even get to driver device screen, contacted another rep via online chat who told me something differently that sounds like video card overheating and whatever i was doing on computer i couldnt do (which means going online i guess i paid this much to buy a computer to sit there just for decoration?) i then contacted them via telephone spoke to a rep who sounded like he knew what he was doing and told me i needed to send it to repair center, this was beginning of March but i had to pay for shipping and insurance which costed me 80.00 so i did it recieved it back with repair comments saying basically they couldnt find anything they tested it and ran it overnight, ok so i set it up turned it on and 2 minutes later it shut down, contacted another rep who told us to go to computer and look for codes could not find one it gave us no error messages at all, so rep send you have to send it in but they will cover shipping, mind you i just recieved it back same day..so i sent it back out and recieved back 5/27/09 with repair comments replaced hard drive, at this point i thought it was fixed so excitedly i set it up turned it on and it worked...fine for about 7 days and started shutting down again, called gateway back explained everything again for probably about the 20th time since problem started and guess what had to send it back out 7 days after i recieved it back, so i sent it out again apparently to a higher technical level recieved it back 6/15/09 with repair comment could not recreate issue successfully (WHAT) you have to be kidding me this time fuming i called them back spoke to aa tech who really did not want to help resolve my problem and kept saying i have to send it in i asked her to look at her computer and see how many times that month i had sent it in finally i asked for a supervisor and requested either a refund for amount i paid or a brand new computer i will not accept a rebuilt since i paid very good money for brand new one and it is not my fault there computer is faulty sup said they could not do that i have to send it back in, he straight out refused to give me a customer service number and a corporate number he said he did not have one for me and i have to write in a complaint which is ridiculous its like they are telling me to keep wasting time so by the time i get to corporate my warranty is up...i looked online and found Gateway corporate number [protected] my fiance called and spoke to a patsy who was very nice and symethetic to my issues and told us we need to send for final evaluation, so i sent it back out and recieved back 6/25/09 to repair comments cleanedd thermal units and fans, set it up lasted a few days and now the computer totally freezes up 3 minutes after turning it on, and it also came back damaged!...i am so tired of dealing with this company 6 months after buying the computer about 85% of the time the computer was either being shipped to them or back to me or in repair center, i will be contacting corporate back on monday and requesting a full refund for amount i paid for computer or a brand neww computer equal to the one i bought i will not be accepting a rebuilt and i will not be sending it back to repair center only way i am sending it back is if they are refunding or sending me a brand new computer, so today i have the Massachusetts Attorney general on speedial as well as the form to fill out for a consumer complaint since i have all my documentation for shipping it, within ONE MONTH MY COMPUTER WAS SHIPPED BACK AND FORTH 3 TIMES! AS WELL AS ONCE IN BEEGINNING OF MARCH, ALSO OVER 25 CALLS TO GATEWAY. the one thing i wish i had were names and rep ID's for all the reps i spoke to who should take a training class on how to treat a consumer since they are also consumers and would not want to deal with this, i am a consumer and will not accept anything less than what i paid for. I work for a massive telecommunications company the largest in the united states with over a billion customers and i will not be recommending gateway!

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6:00 pm EDT
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Gateway - Avoid

I purchased a Gateway laptop at Best Buy. After 11 months it failed and I took it to Best Buy for service. As they were too busy to handle all their service customers, they told me to try re-installing Windows Vista. This worked at first, but the Gateway continued to fail. When I brought it back to Best Buy they refused to honor the warranty because it was 1 year and 2 DAYS old. Gateway refused to extend the warranty or help in any way. Best Buy will ONLY service your computer if you buy a BEST BUY warranty, and Gateway could care less if you buy again because they are on the verge of Bankruptcy I've been told. Deal with a reputable company, not BEST BUY or GATEWAY.

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Gateway - Fradulent statements

Purchased a new computer from Circuit City in San Luis Obispo on August 18, 2006 for our son on his birthday! The screen went black and he called the City Assure number. They kept his computer for at least 4 or more weeks and kept calling our number, since we purchased, to ask for a return shipping address saying the computer was ready to be returned and was fixed. He was talking with them and they told him it could not be fixed. He was told his only option was to take a refurbished computer which he agreed to, all the while we were getting phone calls, during the day while at work, saying the needed the correct shipping address. They sent him a pacific blue refurbished Gateway computer than is now dead, won't boot, won't do anything and here we are hving spent nearly $1400 with the City Assure protection plan with no computer and no where to turn. I am totally digusted with Circuit City for offering this plan and for City Assure for being incompetent! What can I do?

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9:13 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Back in December (on the 18th to be precise) I purchased a new Gateway desktop computer (model# FX6800-01e) from my local Best Buy store in Fort Worth. (5700 SW Loop 820, 76132). I am a graduating senior at Texas Christian University, and the computer's primary usage was for school. Since purchasing the machine I have added in a total of $1400.00 of high...

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5:00 pm EST
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Gateway - Warranty Not Honored

Three years ago I bought my computer from my school through Gateway with a 4 year unlimited warranty. Believe me, this warranty plan cost me A LOT of money, over $2000! I have had problems with my computer before and had them fixed. This time my computer breaks and I am refused service. Apparently Gateway sold my warranty to MPC. I contact MPC for warranty work to find out that they have gone bankrupt and liquidated their company. So now I am out of luck, or so I am told.
I FINALLY got a hold of someone at gateway only to be refused any help or resolution to my broken computer. The gateway representative told me that they could not help me. Despite my efforts to help the representative understand my problem as a young businessman with a broken computer, he refused to be of any help and just kept repeating that they were not responsible since they sold my account to MPC. So Gateway made two times the amount of money on my account I guess! Once when I paid them $2000 for the computer and unlimited warranty, and a second time when MPC bought my account from them! This is utterly ridiculous and unprofessional of Gateway to not offer loyalty to their customers. There should be some honoring of my warranty! They are a large corporation who has more money than I will ever see and yet they refuse to do anything to honor my warranty and therefore they refuse to keep me as a loyal customer, as I have been for the last 3 years.

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C
May 27, 2009 6:07 pm EDT

I am among those screwed by Gateway. I bought the top of the line tablet notebook and the 4 year warranty package. At the time, Gateway was one of the best in the industry. From what I have experienced lately with them and MPC, I say Gateway sucks).

There is an opportunity to file a claim in the bankruptcy court proceeding but I just learned the deadline is this Frinay the 29 at 5:00 PM EST.

Contact Logan and Company in Upper Montclair NJ

If anyone files a class action law suit against Gateway, please count me in. Charles

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Gateway - Garbage Computer, Horrific Customer Service

Purchased $2700 laptop 5/06. Between 5/06 and 6/2/07 approx 3-4 motherboards & defective screen replaced in my "new" comp with several Full System Recovery involved. During this time GW had the comp longer than I did & my purchased FULL 3 year warranty was dimishing.
6/7/07 I was sent a "new?" REFURBISHED unit, (I received someone elses defective, problem filled computer!)
4/22/08 Motherboard was replaced due to lack of power to unit.
7/30/08 called GW with problems. Tech appt made for NEW MOTHERBOARD
8/5 TECH DIDN'T SHOW. Resched Tech 8/14 - TECH NO SHOW! I called @ 12noon promised me a called back "right away". No call - I CALLED @ 1pm. Rescheduled finally - new MOTHERBOARD & KEYBOARD.
9/30/08 - NO POWER to comp. Called Gateway - Gilbert in 2nd Level support insisted unit come back to GW. GW recvd comp 10/9/08 into @ Repair center.
I Talked to Christine @ GW 10/10 - motherboard is backordered.
10/30 I talked to Roxanne @ GW - "still waiting for motherboard can't give any other information". 10/30 after 1 hr on hold was transfered to "escalating service dispatch" and was told GW expected to receive part 10/31.
11/18 - Shavontee @ GW was EXTREMELY rude to me & stated to send a letter to Cust Serv in Tempo, TX if I don't like her answers.
11/18 - Sarah @ GW - waiting on motherboard but will extend my warranty.
1/7/09 Frank @ GW - to send new M-1622H comp.
1/22/09 Jeremy @ GW - comp TO be a REFURBISHED UNIT! & should have 2 wks
Resolution Sought: I WANT A NEW NEW COMPUTER, NEVER USED OR REGISTERED TO ANOTHER CUSTOMER. I DO NOT WANT A REFURBISHED COMPUTED AS I RECEIVED PREVIOUSLY WITH DIRE RESULTS! IF GATEWAY REFUSED TO FURNISH ME WITH A NEW COMPUTER I WOULD LIKE TO BE REIMBURSED FOR THE ENTIRE ORIGINAL COST SINCE IT HAS BEEN IN DISREPAIR FROM THE DATE OF ORIGINAL PURCHASE. I CAN PURCHASE ANOTHER SUPERIOR MAKE/ MODEL LAPTOP! WITH A COMPANY WITH BETTER CUSTOMER SERVICE!
Date Problem Started: 04/09/2007; Date of Transaction: 05/23/2006; Amount in Dispute: $2615.00; Invoice Number: 5612184; Complaint Type: Guarantee/Warranty
Product or Service: UNSATISFACTORY! I HAVE REPEATEDLY TOLD GW THIS IS MY WORK COMP!
Additional Information after Better Business Bureau complaint was submitted:
1/23/08 I received a call from WADE @ GW Corporate Office. Wade stated that he has gone over my issues and he noticed that I was getting a “new” computer. He stated that was how they handle these type of issues and there is nothing else they are willing to do.
After I reiterated to him that this was my WORK computer and my livelihood he just brushed me off and told me that this is the way Gateway handles these situations.
I AM SO DISGUSTED WITH GATEWAY AS A BUSINESS AND COMPUTER!
TO DATE I DO NOT HAVE A COMPUTER. IT'S BEEN 5 MONTHS AND BOTH COMPUTERS (THE ORIGINALLY PURCHASE AND THE 1ST REPLACEMENT) HAS BEEN "REPAIRED" BY GATEWAY TECHICAL SERVICE 8 (EIGHT) TIMES!
THIS IS THE 2ND REPLACEMENT - 2ND REFURBISHED THAT I WILL BE GETTING AND GATEWAY IS IGNORANT TO THE FACT THAT THEY HAVE HAD THE COMPUTER LONGER THAN I HAVE! IT HAS BEEN OUT OF COMMISSION TO ME FOR MONTHS AT A TIME SINCE PURCHASED!

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1 comment
D
Apr 14, 2009 6:57 pm EDT

I have gone through a similar nightmare with my Gateway M1615 laptop, purchased in Sept., 2007. WIthin two weeks the hard drive failed. I am now on my fourth hard drive, have replaced the battery, sent the computer in for repair when it continually overheated and shut down on its own (they claimed there was nothing wrong with it), and every time I've had to call I've spent hours on hold, when they finally answer I always have to talk to some dope in India who I can barely understand, they are so unskilled they don't listen, run you through the same routine every time even when you try explaining that you've already been through it...and the 2nd level support people are RUDE A-HOLES. That means YOU: RYAN (condescending ###) and all the rest. Now I've got to send this lemon back in and they want ME to pay for the shipping this time. GATEWAY: YOU SUCK! I'll never ever ever buy another Gateway POS computer, all you had to do was make even a slight effort to solve my problem, but I've been brushed off, ignored and even wrote a letter to them outlining EVERY SINGLE PHONE CALL I've ever made, and how poorly they've handled this...guess what? NO REPLY. Marketing 101: It costs 4X more to attract a new customer as it does to keep an existing one. You are obviously way to stupid to figure that one out. Anyone thinking about buying a Gateway computer, please move on.

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Gateway - Computer Warranty and Repair

I bought a Gateway M285 Tablet PC in 2006 directly from Gateway for my small business. I also purchased 4 years extended warranty service, second business day, on-site, parts and labor covered.

Gateway sold their Business Unit to MPC in 2007, which took over all accounts and was also supposed to take care of the warranty obligations and support. MPC filed chapter 11 at the end of 2008. About one week after they filed it, by on-board ATI graphics card started failing.

I did some trouble-shouting myself and a software issue can be excluded. I called Gateway who told me to call MPC, who are now handling support for my PC. I called and got somebody on the Phone, after over one hour of waiting. The support person could not help me and told me to send an email to a support account that she gave me. I did that right after my call and nothing happened.

After a few days (so much for 2ND business day) I got a brief response, that they are currently in chapter 11 and cannot do anything until the ch11 proceedings are done, date unknown.

I did not care, I had (have) a business computer, with specific-not interchangeable parts, that does not work properly. Even if I did not get the support that I paid for, is it impossible for me, to do a repair myself. I cannot get the needed hardware part at Best Buy, Newegg etc. So I contacted Gateway, the manufacturer, who is to this date in the business of making computers.

They wanted me to send to MPC again, which I refused, because no help was coming from MPC and I needed somebody who CAN/has the ability to fix the computer, payment/coverage of cost secondary. I told Gateway that I would pay upfront for the repair of the computer that they built and deal with the compensation for it later, with MPC, one they are done with their chapter 11 proceedings.

Gateway was unwilling to help me at all. They gave me some links to sites that I never heard of, where I might be able to purchase the part that I need (and don't know). The part number on my delivery receipt I could not find and everything that looked like it could be the right part was out of stock. I contacted support at the beginning of November 2008.

Today is January 17, 2009 and the computer is still not fixed. The gfx card shuts down less now, because I disabled 3D acceleration, which seems to be the part of the ATI Mobility Radeon X1400 that is damaged. It slows the computer down and a pain in the butt to work with, but its better than a total failure (which I expect to happen anytime soon).

What does Gateway expect me to do? I waved my Credit Card to get their computer fixed by them, business for them, although they made the original promise to me that they will take care of everything. That's why I did go to the Manufacturer directly. Who else is supposed to be able to fix and support it?

I sent a letter to Gateway management already, before I offered to pay for the guaranteed second biz day on-site, parts and labor covered support, which I did not get, even after 2 business MONTHS passed. I probably will send another letter to their corporate office here in California.

One thing is for sure... I WILL NEVER EVER! BUY ANOTHER GATEWAY COMPUTER (Consumer or Business or Whatever) IN MY LIFE AGAIN! ... and I STRONGLY RECOMMEND TO YOU .. TO DO THE SAME!

Additional details to this incident can be found at
http://www.revenews.com/carstencumbrowski/the-value-of-branding-during-times-of-recession/
and
http://www.roysac.com/blog/2008/12/gateway-sucks-and-other-problems-with.html

Regards,
Carsten Cumbrowski

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8 comments
L
Jul 07, 2009 6:50 pm EDT

After spending over $800 for extensive warranty protection on laptops for my college age daughters, Gateway is now refusing to honor the warranties they sold me. They say they "Sold" my warranty coverage to another company. Guess what... the "Other Company" is going bankrupt. Now I can't get service from Gateway or the bankrupt company. Bottom line... I'm out $800... I paid Gateway for the warranties, Gateway should honor them. Gateway can not be trusted and I would sincerely suggest that anyone considering doing business with Gateway Computers would reconsider. Believe me, it's in YOUR best interest to do so.

C
Jan 06, 2010 11:42 pm EST

If anyone can figure out how to join this lawsuit, please post.

http://dockets.justia.com/docket/court-cacdce/case_no-2:2009cv07560/case_id-456725/

http://dockets.justia.com/docket/court-ilsdce/case_no-3:2009cv00885/case_id-42267/

http://www.iphone.federaltaxlitigation.com/article/Gateway%20Unloaded%20Warranties%20on%20Insolvent%20Company%2C%20Suit%20Says/?k=j83s12y12h94s27k02

A
Nov 04, 2009 3:20 pm EST

Recently purchased a Gateway Laptop At Costco. My problem was a poor battery. Over 5 calls to Gateway, for them finally to send a new battery. To get "expedited" replacement, I needed to give the Rep in India ( should have been a clue!) MY credit card info. That way I was to get the replacement within a shorter period of time.

A word of warning: DO NOT give them your charge information!

My card has been charged MULTIPLE times. Each time I call...on hold in India...Cut off>>>>>>>>>>>>>finally speak to someone in US. By the way, good luck with that!
Each time, I am the bad guy, even though they have charged my card multiple times when in fact, only 1 "hold" was to be put on the card.

Several calls later...no refunds on the account, even though they have their precious sub par returned battery!

DO NOT buy Gateway, if you want "customer service".

D
Oct 08, 2009 12:08 pm EDT

I purchased a gateway laptop in 2005 with a 10 year warranty that has not been lived up to by gateway. I have 3 usb ports and a screen that need repair. and no one to talk to at either Gateway or MPC who is supposedly handling the warranty issues. Thats a lot of bull. I can't believe that Gateway is allowed to sell off their own warrranty's and that the third party go out of business. Gatway should not be allowed to continue any business if this is their standard procudure. After reading the other complaints I will purchase another computer but never from gateway again. Nor will the my bussiness or kids. Down with GATEWAY,

G
Sep 05, 2009 7:51 am EDT

Also, please feel free to email me YOUR story/personal nightmare with Gateway!

G
Sep 05, 2009 7:50 am EDT

NOTE: pardon all of the typos! i was too upset to proof-read it properly before i posted.

G
Sep 05, 2009 7:48 am EDT

We are enduring a similar horror story on my $4500 computer.
When we first contacted Gateway with our problem, we were called LIARS when we gave our warranty information (they no longer offer the 4-year "at home" service warranty we purchased).

I have escalated out of Asia's call centers and into Texas. I'm now dealing with Corporate Headquarters in Irvine, CA.

TX and CA have been the rudest of ALL--not to mention arrogant and borderline belligerant!
They honestly don't give a ### whether you have a problem, that's very, very clear.
A lead supervisor in Sri Lanka (?) was the nicest and most helpful of all!

Gateway has become completely dishonest, and has tried to misrepresent *cough LIE cough* about what my warranty does and does not cover. When I ask where they're finding that information in my policy, one rep said, "I don't have to tell you where it says ANYTHING in your policy."
SNOTTY, SNOTTY, SNOTTY.

They keep wanting ME to pay for services covered under the warranty.
Conniving deceivers and scammers.
In short, THEY have breached the agreement/warranty--advising of that is the only way I have been able to get ANY help.

Another victim has posted this:

"Anyone reading this, please contact the South Dakota Attorney Generals Office: [protected] Fax: [protected] or www.state. sd. us/atg or mail them at Office of Attorney General 500 East Capital State Capital Building Pierre, SD [protected] Attention: Ms Jill Dean "

Please pass this on!
Companies like this get away with not backing up their product by making it TO DIFFICULT for you to make them live up to their warranties! People get so frustrated, they give up and go away.

Wouldn't you just love to file a class-action lawsuit?
Contact the SD Attorney General so we can band together!
2009 has been an all-time low! Don't let them get you!

D
Feb 12, 2009 4:58 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Same here! Three years ago I bought my computer from my school through Gateway with a 4 year unlimited warranty. Believe me, this warranty plan cost me A LOT of money, over $2000! I have had problems with my computer before and had them fixed. This time my computer breaks and I am refused service. Apparently Gateway sold my warranty to MPC. I contact MPC for warranty work to find out that they have gone bankrupt and liquidated their company. So now I am out of luck, or so I am told.
I FINALLY got a hold of someone at gateway only to be refused any help or resolution to my broken computer. The gateway representative told me that they could not help me. Despite my efforts to help the representative understand my problem as a young businessman with a broken computer, he refused to be of any help and just kept repeating that they were not responsible since they sold my account to MPC. So Gateway made two times the amount of money on my account I guess! Once when I paid them $2000 for the computer and unlimited warranty, and a second time when MPC bought my account from them! This is utterly ridiculous and unprofessional of Gateway to not offer loyalty to their customers. There should be some honoring of my warranty! They are a large corporation who has more money than I will ever see and yet they refuse to do anything to honor my warranty and therefore they refuse to keep me as a loyal customer, as I have been for the last 3 years.

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7:22 am EST
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Gateway - Do not purchase fromt hem

On September 23, 2007, I purchased a laptop computer from Gateway. I did so because, as a first-year law student, I could not afford to spend a lot of money, and Gateway offered reasonable deals and I could locate very few negative reviews. Because law school lasts for three years, I purchased the extended three-year warranty so that I would be able to make it to graduation without being without a laptop for an extended period of time. In fact, my law school requires that each student have a laptop.

If only I knew then what I know now (famous last words, I know). I received the computer in early October of 2007. Less than nine months after receiving my computer, the power adapter began to have problems. I needed to use a rubber band to keep the power cord connected to the computer so that the computer could charge. Every so often, I would have to readjust the position of the rubber band to make sure that contact was made between the power cord and the computer. Unfortunately, my summer internship required me to bring my own computer to work, and I could not send my computer back to Gateway at that time.

In September of 2008, the problem became completely unavoidable. I contacted Gateway on September 15, 2008, and was told that once received, the repair would take seven to ten business days. I shipped my computer, and it was received by Gateway on Thursday, October 2. Today, December 8, 2008, forty-seven (FORTY-SEVEN!) business days after Gateway received my computer, and sixty-seven total days, I am still without a computer. While not having a computer in this day and age, especially while in law school and with exams beginning this week, is unbearable enough, the ringer I have been put through with Gateway and its customer service is completely unacceptable. I do not wish what I have had to endure on any other consumer.

The following is a log of the times I have contacted Gateway:

� October 7th � e-mail

�With regards to your concern, I have checked and found that your system with serial number [protected] is in repair and SYSTEMBOARD W/ INTEL 943GML W/1394 part are backordered. Please allow 3-5 days for the updates of the service status. Thank you for your patience.�

� October 13th � e-mail

�In checking our database, I have found that our facility is still awaiting for the replacement systemboard that is needed to complete the repair. Kindly again allow three to five business days for a relevant movement on the status.�

� October 20th � e-mail

�Shannon, our database shows that we are still awaiting for the replacement systemboard for your computer. With this, kindly contact our service operations department at the following contact details for more information on this matter and to provide resolution at the soonest.�

� October 29th � e-mail

�With regards to your concern, I have checked and found that your system with serial number [protected] is being repaired and currently waiting for backordered system board with part number 4006174R.�

� October 29th � phone call

After sitting on hold for forty-five minutes, I was informed that the part my computer had been waiting for would be in stock on October 31st. In addition, I was told that I would receive two-day shipping once the repair was complete.

� November 12th � e-mail to make sure that the part was received

�In response to your inquiry on the status of your system, the unit is still in repair and it was on hold for the motherboard. The motherboard for your system is currently on backorder. Please contact us again after a week for the status of your system.�

� November 12th � I called Gateway after receiving the above e-mail. When I asked if I could speak to someone higher up, I was told that the people who were higher up did not have phones; however, I could send a letter.

� November 20th � I received a phone call from Gateway informing me that there was still no definitive date as to when the backordered part would be received. Due to this long delay and the uncertainty of receiving the part, (only 35 business and 49 total days since my computer had been received by Gateway) I was informed that Gateway would be sending me a new computer and that I would still receive two-day shipping.

� December 1st � I still had not received the replacement computer. I was about to call Gateway when I received a call from its customer service department. I was informed that the original replacement was no longer in stock, and that a different replacement would be shipped.

� December 4th � I called to check up on the status of the replacement. I was told that the replacement was on backorder and there was no indication of when it would be shipped. When I asked if I could speak to the manager, I was told that the customer service representative did not have a manager. But, she would connect me with the Escalation Department. While on the phone with a member of the Escalation Department, I was told that I would now receive one-day shipping and that she would call me back later that day because she needed to gather further information. I never heard back from the Escalation Department.

� December 5th- Still no update, but thank you for your patience.

� December 8th � See December 5th. This customer representative said she would call me back. We�ll see if that happens, but I�m not holding my breath.

In sum, DO NOT PURCHASE FROM GATEWAY. You will only receive indefinite answers, unsatisfactory resolutions, be told repeated lies, and use up all of your phone minutes. In addition, the number of times that you are thanked for your patience will make you want to scream bloody murder, not to mention all the tears and curses; the emotional toll this process has taken on me is extremely hard to convey in writing.

I am not sure how a company is allowed to operate like this or how Gateway thinks that customer experiences such as mine will help its business in any way. I wonder how Gateway would operate if its computers were commandeered for over two months. Surely not any better than I will perform on my finals. However, I am positive that if the problem was affecting Gateway, they would respond in a much quicker and efficient manner. Do not purchase from Gateway and / or Acer if you value your sanity and your computer.

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2 comments
Dec 11, 2007 12:00 am EST

I contacted online support at http://www.gateway.com for information about upgrading the memory on my laptop. This was done through a "Secure Chat" session. They assured me it was 3des encrypted. The support tech said he would be happy to assist me with purchasing the memory. I provided him with my credit card number and he placed the order. In about 10 minutes I got a confirmation email for the order, however there was a second order email confirmation for the same exact order being sent to someone else.

I contacted customer service and their party line was "Computer Error" we will contact the other person and have him reorder.

I checked with my credit card company, there was at least 4 orders from Gateway charged to my account.

Today I am unable to contact anybody at Gateway Corporate via phone. They hide really well. Gateway doesn't have a fraud department according to the customer support department.

I would never trust Gateway. While their connection might be secure, they don't seem to take care of making sure their personnel are trustworthy and secure. My guess they outsource this services and they have a problem.

I will never buy Gateway products again.

M
Jan 06, 2009 3:08 pm EST

Our accounting and legal department uses dell and gateway computer systems with a network which is windows based. There has been very little down time and the usage has been 24/7 everyday. The tax manager Mike and the legal dept head Steven has given us the OK to buy more for Sears in Irvine. Now there are eight terminals with enough space for six more. The connection is OC level tier 2. T3 for searsatty

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4:22 am EST
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Gateway - Scam

I don't think they train these people... A former co-worker of mine bought a Gateway PC last May. The hard drive developed bad sectors out of warranty this October. I told him to buy a new one and I would install it and restore his PC. Well the restore disc he had was damaged (scratched) sometime in the year he had it. I first attempted Gateways website to see if I could order a replacement online (Had to do that once before with a friends Sony PC-great exp there). Couldn't find it, but I did see a link to chat online with a tech.

After explaining the situation their online tech (Steve), he confirmed the PC was out of warranty and tried to sell me phone based support. I reminded him that I didn't want/need tech support as the problem was fixed, I just needed a replacement restore disc. He tells me they do not carry them and directs me to an outside company website to buy it. Well I looked on that website and most of what they listed were for older PC's running Windows98 and earlier. I only seen a few XP's and no Vista's. I found a phone number for the company and called, they confirmed they do not carry anything Vista. They specialize in older hardware no longer supported. They did recommend to call Gateway and ask for their parts department as tech support were "idiots", the discs should be in stock.

So I found their number and called their customer service line. I will say Gateway's hold times are better than most, only took about 5 minutes. The guys I talked to (Cody) said they do have the disc (really?), it was $10 for the disc + $10 for regular ground shipping. I explained the situation that my friend was going into the hospital for surgery Monday (11/3) and the needed the disc sooner. I asked if I could get it overnight shipped so I'd have it Friday (10/31). He tells me sure, but the next day shipping will be an additional $10. I said fine $30 is ok and asked to verify it was shipping the same day & also asked where was it shipping from. He said it would ship that day, and it would be coming from Texas.

So Friday passed and no disc, Saturday passed and no disc, finally Monday came and the disc arrives. The label shows "Deliver by 03Nov08", checking the tracking number online it shipped from Washington and it wasn't shipped until the next day. This portion of the blame should be shared by both Gateway (overnight orders shouldn't sit around an extra day) & FedEX (three business days to ship an overnight package?)

General incompetence all around... The first tech should have directed me to customer service to order the disc, the second should have been a little more forthcoming in the shipping. Lastly, FedEx...that's another review.

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3 comments
Apr 28, 2008 6:10 am EDT

I needed help with my computer the modem was bad I was told by one of your tech that he could find out what was wrong with it for $59.99 for 30. min. I gave him my computer sn.# and then he ask for my cc# I gave him that. After the payment was comf. he began asking me to do thing to my pc.after 30 min, he told me I was out of time I would have to buy a another 30 min. time computer was not fix but I had to go. I call back latter they asked me for the sn# of my computer he came back and told me he could not help me cos my computer was under warranty until may of 2009. I ask why did I have to pay for your help he gave me no answer I ask a bout a refund he said no I need some to help me get my money back.

Aug 26, 2008 8:32 am EDT

MY husband purchased me a new laptop computer 10/06 from Best Buy.Since then the "mother board " has been replaced 3 times since 4/07.Does this seem normal on a NEW computer.It has been sent out to Best Buys service Center 4 times to have repairs.Spoke my frustrations with Best Buy who said that they could not do anything since we did not purchase the extended warranty.I could understand if the computer was 3 years old but for a brand new computer to have this many problems is not right.They directed me to Gateways Corp.Office who is a joke.They are very rude and do not know how to treat a paying customer.I spoke with Jennifer the first time on 7-12-07 who told me that I would need to fax my paperwork so it could be reviewed.At this point my computer had the mother board replaced twice.Once on 4/13/07 and then again on 7/10/07.I never heard anything so I called back and got Erica who says that they never received anything even though I still had my fax sheet saying that it was a successful fax.She stated that at this point that they still would not do anything about it.So sure enough it went out again for the third time and had to be sent back for repair on 9/17/07.I called Erica back to let her know and they were still not willing to exchange my computer because it has been sent to Best Buys service center and their center has not looked at it yet so they sent me a box for me to send it to them when it come back form Best Buy.well I did just that and they sent it right back to me stating that they could not find anything wrong with it.I called Erica back 10/10/07 to let her know that and she said that they would not replace a working unit.I told her that it may be working now but more than likely it will break again in 2-3 months and by then the manufacture warranty will no longer available.She says that they will extend the warranty for 90 more days but if the mother board goes out again after that I will be responsible.I dont think that this is fair.This computer has been in the shop more than I have had it.I spent 1100.00 on a computer that is worthless.PLEASE HELP! Case # with Gateway [protected]

H
Dec 10, 2009 3:27 pm EST

Recently I bought a Gateway desktop computer. I opened the case to install a card but am not able to get the expansion port slot cover off. It appears to be soldered on (which is very strange). I emailed Gateway's support and they told me they don't know how to do this but I could contact the fee-based support. It's unbelievable to me they don't know how their own case works. I'm wondering if it's a scam to drive business to their fee-based support.

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8:13 am EST
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There is no need for me to post my specific problems with Gateway tech support and warranties. The web is full of them one more will not help anyone. gateway warranty: http://www.gateway.com/about/legal/warranties/8510869.pdf If you read their warranty for the 90 day warranty, at this url, you will see that you can't take them to court, but section 7 of...

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I received a letter telling me that I won the 2nd category in the amount of 100, 000.00USD through entry in Northamerican Sweepstakes in July. They said that my tax to the government would be 3, 900.00USD and they included a check for 4900.00USD to pay those taxes. The balance of 95, 100.00USD would be sent to me after I called the claims person to claim...

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8:07 am EDT
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In May 2007 I bought 2 Gateway laptop computers from Best Buy. Computer #1 was returned to Best Buy, within 3 weeks of purchase, because it would not go through the setup process. It was in the shop for a month. After getting the computer back, it was not working properly and was returned to Best Buy again, for 3 weeks.I returned with the computer a third...

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3:59 am EDT
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Gateway - Stolen credit card number by employee

I contacted online support at http://www.gateway.com for information about upgrading the memory on my laptop. This was done through a "Secure Chat" session. They assured me it was 3des encrypted. The support tech said he would be happy to assist me with purchasing the memory. I provided him with my credit card number and he placed the order. In about 10 minutes I got a confirmation email for the order, however there was a second order email confirmation for the same exact order being sent to someone else.

I contacted customer servive and their party line was "Computer Error" we will contact the other person and have him reorder.

I checked with my credit card company, there was at least 4 orders from Gateway charged to my account.

Today I am unable to contact anybody at Gateway Corporate via phone. They hide really well. Gateway doesn't have a fraud department according to the customer support department.

I would neve trust Gateway. While their connection might be secure, they don't seem to take care of making sure their personnel are trustworthy and secure. My guess they outsource this services and they have a problem.

I will never buy Gateway products again.

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6:56 am EST
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Whatever you do if these cold callers call you. They trap you and say that you already have a listing with them and want to renew. I never signed and agreed to anything and yet I get an invoice in the mail for some absorbent amount. I called the customer service and they gave me the run around. Finally I spoke with someone and basically said that I wa...

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12:00 am EST

Gateway - Deferred payment plan not received!

I applied for an HSN credit card to purchase the Gateway Laptop MT6460 that was advertised on HSN channel on television where payment would be deferred for one year. I was approved for the credit card account and the laptop was received. They requested payments almost immediately! Before we were aware of it my account was closed, reflecting negatively on my credit report. Several attempts were made to talk with the customer service/collection department to find the reason why my payments were not deferred for one years as promised thru the advertisement with the purchase of the laptop computer that day. No explanation has ever been given. I am only shifted around to other departments and I have never received an explanation. Late charges have accrued. The laptop has been placed under my husbands name and account as they continue to requests the payments, not placing them on the one year deferment as advertised. I can no longer call or discuss the matters on the account since it is no longer in my name.

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Walked into Best Buy in St Pete Florida on 66 to pick up 2 LCD tv's we purchased on line for store pick up. My girlfriend was given a hard time by an assistant manager named Crystal, said the order wasn't in the system even though we had a confirmation email and order number from corp Best Buy. She said everything from we didn't place it to we didn't give...

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Gateway - Very rude customer support

Gateway - www.gateway.com

A week ago my mom accidentally uninstalled the sound card from our computer. I know, a goofy thing to do, but accidents happen. After trying to figure it out by myself, I used Gateway's online tech support for help.

The first night I kept on getting disconnected, so no help there, where I spoke to five different people who could not help me. The second day I talked to four people, who just couldn't figure it out what was going wrong. One tech named Angelica, was actually quite good and patient, and she took her time helping me download the driver. But alas, she was disconnected and I could not get her back.

Which leads us to Quentin. Ah, Quentin. I told him that I was quite frustrated and then he responded with did I try installing it in safe mode. I said I didn't think so, but asked for further clarification. He said that it was when you use the BIOS device at the beginning. I said yes, I tried that. Then he said "Well, which is it, you did or didn't? You aren't telling the truth here." Please keep in mind that I was so frazzled by then that I didn't know what I had tried. I asked him to please help me because I felt confused. He said to me that "you aren't being true in your answers."

Now I was ticked. I asked to speak to another tech. He refused. He then told me that I had to be patient while he was troubleshooting, then said to reinstall Windows XP. I said that seemed a bit extreme. He said that in order to get the sound back, it was the only way. Then he said: "When people work with computers, this is how we find answers. Your only answer is to reinstall Windows XP and then it will work." I was so incensed by then I typed back: "You are very rude and very condescending, and I rather not have sound on my computer at all than to continue this session."

It looks like I might have to pay thirty dollars to get another sound card reinstalled, but I rather pay that than deal with Mr. Quintin again.

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