Gateway Computers Customer Service

Got a 15.6" laptop. It was in my second home. It was very lightly used. The trackpad got loose and separated from the machine. (again below average use,sometimes used it with mouse) .... I had a 6 weeks email battle with Gateway. At the end they did not honor a valid warranty. .... this company would be dead if Walmart would not carry them on its back. .... AVOID AT ALL COST!

Worst customer service ever

My laptop was under warranty, and suffered a swollen battery that warped the keyboard, twisted the back and uplifted the touch pad. I called them and they insisted I unplug it IMMEDIATELY because of a serious fire and explosion hazard. they asked for it to be returned to them. Now they've had it for almost 2 weeks and refuse to say what they are doing about replacement or reimbursement. Every day they lie about them contacting me "by the end of the day".

I will never buy another Gateway laptop!!! Customer service is non existing!!!
After just a few months my laptop just died 100% and to get covered under the warranty I have to jump thru all these hoops starting with a copy of the purchase receipt!!! Who the gell keeps a receipt for something that was made by Gateway and should last for years!!! Amen to Hewitt Packard, I believe I'll just by one from them!!!

Horrible waste of money
List of what went wrong. 2 months old
From the start
1. Page not responding wait or exit gradually increased to where all you did was wait since exit didn't work or push start but to to do hard shut down

2 click here to redirect which comes up often on first web page

3 black screen in edge when move touch pad
4. Touchpad stopped working for days had to use USB mouse.
5. Often freezes have to resart often can't sign out have to push on button.
6. So slow you don't want to use it frustrating.
Just horrible unusable 2onths it's garbage no fixing

My granddaughter received a Gateway Laptop for Christmas, once it falls asleep it won't wake up you have to hold the power button in for ten seconds and then wait to turn it back on. Today, holding the power button in for 10 seconds didn't work either. I've called Gateway several times, they leave me on hold from 15 to 30 minutes then say "there is no customer service representative available, please call back" and then disconnect the call. There hours are supposed to be 6 am - 6 pm PST, I called today at 5:30 EST, that's 2:30 PST. I've also sent three (3) emails, all of which have been ignored. It's time for this useless piece of garbage to go back.

My son bought me a lap for my birthday. A few keys wouldn't work. I called did everything they said still wouldn't work. Since it was a gift I got the run around and treated as if I shop lifted it. Finally after sending them everything my son had regarding the purchase, as it was done online, they finally said they'd fix or replace it. They had an issue because my last name doesn't match my sons. Customer service leaves a lot to be desired. Hard to reach someone and when you do they're very hard to understand and are very rude. No one seems to care if complaints are filed.

Aweful! I will never own or encourage someone to get a gateway product. The customer service sucked, the gentleman I delt with had no remorse or seemed like they wanted to help. My laptop did an update, that their system required and after after the update the touchscreen stopped working. Would never deal with them again!

Would not buy anothet. Very poor customer support. After 1/2 hour on hold (break in their card game) you get someone who cares Speak and ask questions like "have you tried turning it on"

Purchased a laptop that included minecraft, then did not send minecraft. Contacted customer support, sent purchase information, serial number, they still won't send a copy of Minecraft. Checking back, it's been 10 months, 36 emails, and still they won't send a copy of the software that was included in the product purchase.

There online tech support is really not support at all. After waiting 2 hours for a tech response I gave up. The phone line rings busy so I am guessing they do not have tech support. Extremely disappointed I did not look at their support ratings before I bought a laptop that stopped working within 3 weeks of purchasing.

I ordered a $500 laptop online and only a week after owning it, the screen literally fell off. I do not mistreat items, and if I did something to cause a malfunction then I do not bother to request repairs or returns. The screen fall off, and there are no hints of damage on any surface of the laptop. Gateway refused to repair or return the laptop, claiming that they cannot repair or return products if the owner damages it- which I did not damage to begin with.

What a piece of pure GARBAGE! My NEW Gateway laptop is a g-d paper weight. It wont stay connected to a POWERFUL internet signal for more than about 3 minutes,.......THEN disconnects from the internet. THE worst piece of trash I've ever seen. How are these people not arrested for this. They KNOW their product is garbage. I HATE Gateway!!

Highly NOT recommend

I purchased a Gateway laptop based on their history, but have completely changed my mind after having issues with the laptop well within the warranty period. I've sent multiple emails and have not received any reply at all. I certainly do not recommend this brand to anyone and will never purchase from Gateway again. Customer service means nothing to this company.

Horrible Customer Service. Contacted twice about a laptop not working that was recently purchased. No response after a week. Will be trying their phone number come Monday, though I am not expecting a lot from them.

I was at the Memphis an they did me so wrong.

I thought Customer service was free boy was i wrong than Can fix it but than want me to buy a plan the plan was like 299.00 i could buy a new one for that i have only had this one about a year so much for customer service

I have a hand me down Gateway M-6843 Laptop. Some of the key board letters are worn off. I'd like to replace that part, the keyboard. I ordered one from Amazon & got the wrong one. I can't find the partthe same keyboard replacement. Can you give me numbers, prices, etc.. to buy one?

computer came with oem windows preinstalled, I had a windows problem and I wanted to buy the recovery disc. after finally finding a contact number and talking to a gateway rep I was told that I don't need the disc and I need to purchase a plan so their support team can fix the computer , "no other way you can do it" he told me. I bought the plan, and then the tech told me I need the recovery disc which needs to be purchased from Gateway....wtf all I wanted in the first place was the disc. big scam. now waiting for a disc, and im sure its not going to end there. WILL NEVER BUY GATEWAY AGAIN...

I Have Tried Unsuccesfully To Find E-machine Parts, Like Front Panel Part On D3123 Unit. The Wires Are Broken And I Need Replacements For The Six Wires That Cannot Be Repaired. Call Me And Tell Me Where In Hell I Can Get Them, Or I Will Throw This Machine Away. My Phone Also When I Enter My Serial Number You Cannot Find It. What Gives????

I'm a retired newspaper editor (NY Daily News, Newsday) with a millennium Gateway desk computer (tower included) that I love. My past articles and half a book are on it and while I have a laptop, I write on my Gateway. Recently, RCN (my bundled provider for internet/phone/TV) installed a digital modem. Since my Gateway is a dial-up computer, I lost internet access--something I need for things like biographical research and, in fact, shifting articles to the laptop for printing. RCN can't help. They're into digital.

Can you suggest a local NYC Gateway/internet expert who could help me retrieve my computer and its records--maybe by adding another digital/ converting machine to its UBS ports? Obviously, I would be happy to pay. I don't want to just download info. I want to write on this machine.

You made such a wonderful computer. Thank you for all the great years of service.

Sincerely,

Kathy Larkin

I had a problem with my internet connection. Well after speaking with Gateway's Tech support people ( 5 diferent ones over the course of 2 day' mind you) Last night (Thursday night) My brothers Girlfriend comes in and We're talking about this problem with my LAPTOP, she say turn it on andshow her what the problem is. So I do and she say's let me try something if I didn't Mind. Well she got to where I needed to go. The problem was I had to put the password back in the INTERNET BOX and it Now is working. Now the moral of this stort is Those Gateway Techs Don't reallyknow what they are doing. I think almost anyone could get a job there, All you need to have to know is HOW TO READ (HA HA). This is the second time I have to call their tech support and both timesthe problems I was dealing with those idiots couldn't figure it out. So, if you have to call them all I can say is GOOD LUCK TO YOU.

This was a gift that was put on layaway, so the limited warranty was even more limited. This gateway computer was defective from the word go! I tried to return it to Walmart,but of course they wouldn't take it back even though it was defective. First,the computer would not go on. Then the plug was burning up. After many calls to Gateway I got a new plugafter a few weeks. Then other issues with the computer,so I sent it to be fixed in Texas. I had to pay 30.00 to mail it. It came back in 6 weeks with a cracked 'replaced screen. They told me my warranty will be up in a month,but I could return it so they can 'look' at it. I would have to pay another 30.00 and wait another 6 weeks. I just had taken my chances. Now the cracked screen that they sent to me had made the whole computer fall apart. The plastic came apart around the screen and then the bottom is coming apart. Also, From the beginning, the sound was defective. I could only hear with ear phones. I hate this company. I've spent so many hours and months with their customer service that seem to know nothing, and it's very hard to hear them with their Indian accents. Never Again Gateway!!! It is one thing to give jobs to other countries, but train these people. God forbid you work online and have to wait 6/12/or more weeks for your computer that comes back broken!

Hard drive failed after 7 months of gentle use. In calling support they wanted money - I took it in and they found a new way to want money. Under no circumstances should you ever buy their products. Might as well throw your money out the window. And to top it off they have an attitude - likely because they're dealing with upset customers all day long.

January, 2013, USA. I used the number and it works. I got a guy in India that was polite and helpful. I needed an RMA for a warranty repair on a customer laptop. After discussing my diagnostic efforts, it was agreed the unit should be sent back for warranty service. A case number was created, and I will complete the RMA on a call back. Everything was as it should be. (Except seeing Gateway export JOBS! :o( South Dakota with the cow hide my butt!)

I had a wonderful experience calling Gateway!! I recently had my laptop stolen and was in need of the serial number. I was quickly assisted by Loraine in the Texas location. She was sooo helpful. She was able to retrieve not only the serial number for my gateway but also for my Acer. Thank you soo much for easing my stress, and keep doing a great job!!

My first desktop was a gateway used and since then I have purchased 2 laptops E475's. They were leased returns and work great. I have used the gateway support site to install drivers and look up info on my laptops and have never had a problem. Most of the posts with negative feedback appear to be persons with absolutely no knowledge of computers. Maybe they should take a general class so they know what they are doing. Additionally, if you don't take care of your computer it will die.

havent had any major problems yet. Had it for almost 2 months now.

I'v have had a gateway for 6 years and I love it !I find most people screw up their computers They should take a course on how to run the things

I spoke with Bill in customer service about an issue with my new notebook. I couldn't turn it off. He was very nice and was able to instruct me as we solved the problem. Thank you!!
Bette Failor

I bought a Gateway NV series laptop and had an issue with wireless intenet connectivity. I tried several ways in getting the issue fixed, but not sucessfull. Finally I contacted Gateway technical support thru online chat. I got assistance from an Awesome guy named Sandeep. He hardly took 2 mins to resolve the issue and I got attracted with his amazing customer handling skills too. Made me so happy. Thank you so much Sandeep. God bless

All around great experience.

I contacted their support to see were they really that horrible. They're not bad at all. The woman answered my question..she did not understand at first but i explained and she hit my question dead on the mark. I was satisfied with the support i received from Gateway.

I purchased a DX4300-22 and when I called the offices in Orange County on the 949 area code number I got to a customer service person immediately who answered my question.

I guess I got lucky.

Really great once I got a live person. This site rules

I had a problem understanding if an order for a recovery dish had been made correctly on the interntet parts order line for Gateway.
After trying several differnt numbers listed for support and service,I finely got through on the direct line to the company. The problem was cleared up in a very timely matter and very efficiently.
May I suggest this number should be offered more readly by your support representives who do not understand the issues at hand, instead of saying sorry and hanging up, leaving unsolved issues and fustrated customers.

"Talk to tech" is the only way to go... It worked great.

I just used the online "talk to a tech" and asked about recovery disks which don't come with the netbook (and I don't have a dvd external burner) and they are sending me the disks for free. Can't get better than that.

I bought a Gateway netbook last week and called for information and got through immediately and talked to an English speaking man and he was very helpful and nice. I also have a GAteway laptop (for about 1 year) and have called about that one and again, have been very pleased.

Thank you for posting this telephone number! I have been talking to a REAL person and not to someone outside of USA (if you know what I mean). I am in warrantee and their system says I'm out. That is bogus! This guy is really helping me out here.

Thanks again! By the way - just found out that the last time I had this in for repair for a new hard drive 6 months ago, I went to Best Buy where geek squad has their setup and thought I was dealing with them per my warrantee - they never told me that I could have shipped the laptop to gateway and got the repairs for free. They're out to make a profit (Gateway told me). So beware. I'm having to ship my laptop back to Gateway (NEVER dealing with Geek Squad again) for repair, but it's better than paying Geek Squad as we - being the consumer - assuming they will repair on behalf of the warrantee(ripoffs).

Very helpful once I was able to get a live person.

Excellent help

Good customer service.All issues I had were resolved.I thought my HDD fried a few times but they do get some quick ways to resolve it.Don't talk to the lady agents.They just like to poack you up.Talk to the men.They mostly sit with you.Even if they don't they atleast provide the entire procedure clearly.NEVER ASK FOR A MANAGER..My cousin asked twice.Agents were better than the managers..

They are the best support i've ever had, I have met a guy from technical support named Peter, he was good and he helped out with true heart and i am very much happy that i purchased the best product now....Thanks...

JP

I love my gateway. I'm on my second one and have never had any trouble with it. When I had my first one the customer service was always there for me. This was my first computer, I was a real newby. They were very patient and explain everything so I could understand. When that one went belly up I bought a Dell, bad choice. Went back to a Gateway and I am very happy I did

**I USED TO WORK FOR THIS CALL CENTER 2 yrs AGO**

I used to work for these people, also as Level II Tech Support. but it was by choice that I left because I was offered more pay. And I must say, you customers suck. They cant say it but I'll say it, for those that try their best and have a brain. Keep doing what you are doing. But as for you customers that have no brain keep downloading porn / games that are 'freeware'. that the screen cracked..yet there was a fist imprint on the screen and you guys said that it just appeared (yeah Im sure it just magically decided to have a imprint of your fist, and yes this did happen), or that there was soda on the motherboard, or whatever that you retards are implying that its our fault. Or for pins that are bent (because you stupid retard forgot to plug it in correctly / had it against something). we are all not born yesterday, when you call in, we know if your an idiot or not. But thats just not for Acer call center this goes for all. We cant say it, but as your mumbling about how you got butt hurt because you screwed up your computer. we are wondering there are so many jobs in this world and 80% of customer service employment is for people that cannot use their other brain. I know cory, hes a good employee, and does everything he can to keep the name up. But you guys, ohhhh, realize that almost all case (not just PCs but most other issues from other Manufactueres) almost all errors are from the user, not from the computer. Get a grip, you guys are losers. You guys suck...*whew, this made me feel so much better*

Hello, my name is Cory, I am a part of the Level 2 technical support group for Gateway and eMachines. Unfortunately, I do not see a way to contact anyone here individually and offer assitance, so I would like to offer an email address to contact me so that I may be able to arrange for myself or someone in our Level 2 Technical Support Group, or our Corporate Customer Care Group can attempt to resolve your issue.

I would like to offer anyone that would like further assistance a chance to contact us at [email protected] (Please leave a phone number if possible). Please be aware that this is not a normal means of communication for our organization, and while I check this email daily, it was not originally meant for public email, I'll apologize in advance for any delay, or inability to return anyones message.