Gateway Computers Customer Service Complaints - page 3

Gateways a piece of garbage, stay away from all the gateway computers, the customer service is the worst I have ever had.... be warned these things are JUNK!!!!!

Gateway does not make a cap lock lighton there Kb-0817 key board! They don't even carry wireless keyboards for this model! And you have to pay them for any tech.support once your warranty run's out!

gateway laptops are not worth the money they are asking I bought a gateway NE56R27u worst mistake I ever made 90% of the time I want to throw it at the wall it does not work right it does not load right and it takes about 2 min. after hitting the power switch before anything appears on the screen

Absolutely the most stupid, inept, incompetent people on the planet. My compuuter is much worse after I sent it in for service. they also completely erased all data and applications from my computer and put on a different operating system to fix a broken touchpad

Incident = I purchased a Gateway MX6956 computer on 11/28/2006 from Best Buy #302 Skokie,ILL. The unit worked without any problems until August 2007 when the Sprint Mobile Broadband PCMCIA card failed to power up. However, the same PCMCIA card as well as the Sprint Mobile Broadband service do work in my Toshiba notebook computer. I worked with Sprint Technical Support and Gateway Technical Support and it was determined that the computer would have to be returned to the Best Buy Store for service. I returned the computer to the store three different times for service. After each time I returned the computer it was out of service for 3-4 weeks, I was then informed that the computer was ready to be picked up and no trouble was found. However each time I returned to the store to pick up my computer I brought the Sprint PCMCIA card with me and had the personnel at Best Buy test the computer with the card, it failed each time. The card will not power up which was verified by the support staff at the Best Buy store . Each time they sent the computer out again for service after verifying that in fact there was a problem. Each time the computer was returned to me, the only service performed was that the operating system was reinstalled.



After receiving no satisfaction from Best Buy I contacted Gateway. The computer has been sent to the Gateway Service Center in LaVergne, Tn seven different times for service of the same problem, PCMCIA card slot will not power up. It is then returned to me as No Trouble Found, No Failure Claim Description Provided, even though I had spoke to Gateway Technical Support on the phone and provided a description of the problem prior to sending the computer in. It was determined by the phone support personnel through their troubleshooting procedures that the computer would have to be returned for service. The telephone support personnel had determined that the mother board would need to be replaced.



It was returned to me after the seventh time for service from Gateway and the computer continued to fail. I called Gateway and spoke to David, Employee GWNR107 and was told there was nothing else they could do to resolve the problem.They do not know what is wrong and cannot repair the computer. It was just my tough luck and I should not bother them anymore. Needless to say I was astonished at the poor quality of service provided by a representative of Gateway and asked to speak to a manager. I was then connected to Tiffany who refused to provide me with an employee ID. The conversation began very pleasantly and I was happy that I was finally going to get this problem resolved. After I had explained what had transpired, the tone of the conversation changed. I was informed that in the four months since I have been attempting to get this computer repaired that the warranty no longer covered the notebook. She told me that I did not have an extended warranty and that there was nothing Gateway was going to do, they are unable to determine what the failure is and I should just forget about the problem and not bother them anymore. End of conversation.



I believe that I have been more than patient in dealing with an arguably incompetent organization, Gateway. I now want a complete refund of the price I had paid in order that I may purchase a new computer of any other brand but Gateway. This was my first Gateway computer and most definitely will be the last. I will be able to provide documentation of the three service tickets from Best Buy and the seven different service tickets from Gateway, as well as sales receipts, upon request. I want to add that I am composing this email on my Toshiba Satellite notebook computer using the Sprint Mobile Broadband service PCMCIA card to connect to the network. The same PCMCIA card and service that will not work on the Gateway computer.

I needed one question answered from gateway.I have been a loyal customer since 1993,when i bought my first computer from them.I have bought many lap tops since then until today.Putting up with there lousy customer service and less the best product.Next time I will be buying hp or sony.Thanks gateway....................

They actually charge for software support. I had a hardware problem, but they tried real hard to make me seek software support on a clearly hardware issue before sending it in on warranty.

At first I was playing along because I figured it was protocol for them to troubleshoot software first. But it turned out they wanted to charge me for by-phone software trouble shooting from Mumbai or whatever the hell they were. It was 100 dollars for a "single issue" support that is good for unlimited bumbling advise for three days. For $200 dollars you get access to their insights for a more extended period of time. I didn't catch how long that period of time because I was laughing at that point.

I leaned on the guy talking to me to forgo the sales pitch for worthless (typically free) service and send me to someone who could deal with my hardware issue as my warranty dictated. After that silly crap I was set up to do what I wanted in the first place, about 45 minutes after I initially called.

This happened a couple years ago, but by the looks of it their customer service hasn't gotten better since.

--Computer arrived, worked for about 2 weeks before the HDD crashed.
--Gateway's solution: send me recovery disks (that weren't included with the machine in the first place???)
--Use recovery disks. Computer crashes within a day.
--Fight and fight and fight to get them to fix hardware issue. Apparently I have to pay to ship it to them for them to fix, even though it's defective.
--Although I paid an inordinate amount to ship my computer safely (in it's original box and packaging), it came back with one U-shaped piece of foam hugging three sides of it in a nondescript brown cardboard box. They probably shipped it for like $20.
--Get it back, all they did was use recovery disks and reformat. HDD crashed within two days.
--Fought, yelled, screamed for them to ACTUALLY fix the PC. You know how they have those canned statements, like "So I understand that you have a boot problem?" I would say, "NO, THERE IS A HARDWARE ISSUE. THE HDD IS BAD." Took a lot of caps to get the point across.
--Send it back, this time I was about to send it like Gateway had to me--with one U-shaped foam thing. When I brought it to the store, they laughed and were in shock that a computer would be send that flippantly. I ended up paying for safer shipping again....
--Get it back. Again, terrible shipping. They DID fix the HDD this time (and has since worked fine.) However, they managed to not install any of the drivers for the graphics card, and when it came back it was not plugged in. Had to spend some hours getting the computer just to work as it should have out of the box.

Gateway could not have been more horrible to deal with. I guess they depend on gullible people like myself to assume standard practices (customer shouldn't pay for RMA shipping/recovery options should be included/you should ship computers SAFELY.) I can't explain how much time I spent trying to convince them that I didn't have a boot problem, but a hardware problem. I think they were hoping I gave up. Worst of all, their customer service is the typical some-other-country, repeat-canned-sentences where they don't allow normal human interaction for their employees, so you can't really talk to anyone and explain an issue.

I bought a gateway dX 4870 recently, and was swayed to it because it had an extra bay with an "easy swap" drive which is tray that pulls out of the case and you insert an internal hard drive, and it is suposed to work. i called gateway before i bought this and they told me all i needed was a sata drive and it would work.

well i cannot address it. Tech support tells me it is my problem because that is 3rd party equipment.

how is that for a cop out after they sell you something that will not work as presented.

My Gateway computer started having memory dumps which were not resolved when I first took the computer to my shop for repairs (I believe it did go to Gateway but can't say with 100% certainty). The store I bought a Gateway from ordered a hard drive from them (it was supposed to arrive in 8-10 days but took 19) and that solved the memory dumps but I still get display kernel memory errors and sometimes the computer freezes up. Upon my store's suggestion, I e-mailed Gateway and they kept insisting that the new hard drive would solve the problem even though I told them twice that the new hard drive was already in the computer. Finally they suggested sending it in. I sent them some info they requested and asked a few more questions... and they responded that they could not proceed because of that hard drive that was ordered; the response didn't show any of the knowledge of the timeline I'd previously given and which was still in the e-mail. My impression is that they often just read the most recent part of the e-mail (and even that not too thoroughly and don't check for earlier parts of the conversation explaining things even though the history is still in the e-mail. Also hard to proceed when you start to do one thing they ask you to do and then they turn around and tell you to do something else instead because they haven't fully read the e-mail. Not sure if they are giving me the run-around or are really that bad at reading e-mails and trying to understand the issue. When my computer is working it's super fast, but I don't think there's any way to get the computer to them for repairs due to all the communication barriers. All their e-mails say that you may reopen the matter within 7 days, suggesting that they consider the matter closed after every response from them.

This is my first Gateway PC. I have to say I will NEVER purchase another. The hard drive has failed on my 4 month old PC. Gateway wants me to pay to return it to them for service. On a manufacturer defect?! Really Gateway? Your "customer service" is a joke. You might as well start selling your products at the $50 mark no higher than $100 because at least people will know you are getting what you paid for. Apparently those getting ones that are lasting are far and few. Tried to call in, the automated response said she couldn't understand the serial number I was reading. Well lady I only speak english, I said each letter and number one at a time. I can't type in letters on my phone keypad your system doesn't work like that. So What is the automated response? Direct me to the website for email support and disconnect. Why do you even have customer support? Can We sue Gateway? Is there a lawsuit for them because this is ridiculous. I gave you my money thinking your product is as good as GATEWAY says its supposed to be. Then it has manufacturer defects and Gateway pretends they don't know me or what I am talking about. I will never ever purchase another of their product and I will tell every single person I know never purchase it either!

I purchased a PC on Sep 12, 2012. It was installed and has been nothing but a giant mess. My flustration is extreme!!I call for Gateway Tech support. Had to pay for a 2 year support package---$99. Tried 3 times to get help. N-O-T-H-I-N-G !!!!! Very rude or extremely stupid employees!!!
Paid a real cumputer person to fix it, took him over an hour just to get the screen saver? He never did figure out what the problem was? Then I was able to read your horrid consumer reports !!!!!! Not many companies are able to create such a low score

I think this company is full of NONSENSE. They send you to a third party for their stupid laptops they create when they do not have the parts available. In the third company wants to charge you more than what gateway was offering. I will no longer purchase any item from them anymore.

Im not at all happy with my sons laptop, I purchased 3 laptops for xmas last year a HP ,Dell and a Gateway in less than 6 months his hard drive crashed 2 times.Got it back on monday and it crashes again 6 days later. Call gateway today (saturday) nobody can help me until monday not at all happy other 2 computers havnt had a problem so its not the user its the product.I dont know if the fact that the laptop I purchased was used as store display could be a factor.Customer service is exceptional very helpful in every way but for the hard drive to crash three times in less than a year is a bit much

Worst customer service / it does not exist you cannot get hold of anybody their dumb ivr simply hungsup on you.

they have an online chat system. but it is pointless, since the tech support person that came online was of no help, and very rude

I will just add that so-called "reutable" repair shops spout "motherboard" all too frequently. It's happened to me twice with two different laptops at different stores. The first one would run but not charge; turned outto be the charge receptacle on the back. With the other laptop, it was the wires running through the hinge to power the monitor. I believe motherboard is used as a diagnosis in an effortto sell the consumer one of their "reman" computers. The computers they sell you are the ones other disgusted customers left behind when they heard their MB was shot.

On September 8, 2010 I purchased an all in one Gateway ZX4300 for $680.00. After set up and Geek Squad set up and ask a Geek, and taxes, I paid $895.64. On September 6, 2012 I attempted to turn on my Gateway ZX4300 and nothing happened. I thought maybe I turned it off wrong. After unplugging and various home tests, I called Best Buy where I purchased my computer. Mr. Geek told me what he thought but couldn't be sure unless I bought in the all in one computer and paid $70.00 for them to do their test. The $70.00 is just a test, and if it could be fixed I will incure all the cost, if they didn't find anything it will still be $70.00 just to tell me what my heart has already told me, It's Dead. I went to the Gateway page and typed in the symptoms my computer had, "just the fan running and no picture on the screen." I recieved a message asking how much will I pay for the answer? I am trully apauled at Gateway, I thought they were like the ultimate computer machine. I only work 20 hours a week, and don't have the funds like I did 2 years ago when I thought I was making a long term investment by buying a GATEWAY...WOW...I BOUGHT A GATEWAY! I am so dissappointed I don't know what to do. I have the opportunity to work at home using my computer. I have borrowed 2 different computers to put in my employee paperwork and going though training modules. I don't know what to do...I don't know what to do. I was so surprised when I read the first complaint and it was the same model of computer I have. I could have bought a $250 or $300 computer. This is highway robbery, I feel like going on CNN or local news to spread the word "don't buy a gateway"...I know... I did not capatilize the g on purpose! The complaint ratio is awful...I will write gateway and see what they say, I noticed this is gateway's page, do you think they read these complaints? I'm so disappointed!!! I had a gateway.

I bought a Gateway All-in-one model #ZX4300 computer. I have had it for less than 2 years and when it stopped waking up from sleep,I took it to a reputable computer repair person who examined
it. He called this morning to say it was the motherboard and would be over $400.00 to install a new one or a different one.Needless to say I am quite upset. I feel the Gateway brand is a piece of crap, and will never buy another Gateway product!

i bought a gateway dx in april of this year. by september the video vcard went out. this system is still under warranty so i called up gateway and they had me send it it. its been 2 weeks, and i just got it back. the repair ticket says they had to replace the motherboard. if they did that i should be able to boot this mf-er up. its as if nothing has been done. now i cant get anyone on the phone, as their support line just keeps ringing and ringing infinitely. these mofos completely lied to me. its not fair ... i paid for shipping on a desktop :_( i thought i was going to avoid the grief of an HP/compaq. little did i realize that gateway is not the reputable company they were in 1995.

This gateway company is soooo not consumer friendly! Can't get a live person in the usa to talk to. Shame on you gateway. My computer is only 2 years old and the geek squad tells me it has a defective mother board. If it is defective, I shouldn't be charged 220.00 to fix it!

Have never encountered such absolute terrible customer service before. DO NOT BUY A GATEWAY! They clearly lack even an iota of care for the consumer!

i contacted gateway about my laptop screen not powering on. they took me through the usual test that a tech would do. after all of the mess, they gave me a CS # to contact them back at. this went on for months. finally after the warranty ran out. thats when i got the best customer service from them ever. only problem is. i would have to pay to get the laptop fixed. stay away from gatway and emachine products. emachine owns gateway.

I have tried to call twice to the number listed a,d because my product is out of warranty i cant even ask a question. This is the worse custome service I have experienced. I dont want to pay for asking a question. The automated system does not move forward uless you are still under warranty. Why make your customers feel uninportant because their warranty is expired.

If you buy from this or any company, and they refuse to make warranty repairs...you take them to court! If you have a unit that is out of warranty, and you pay an additional fee...they must effect repairs or you take them to court!

I can't believe all of the horror stories that I am reading here and the solution chosen is always to give up! If you buy from any company and they tell you that the serial # doesn't exist or that they want you to pay for a hardware repair with 12 months...you take them to small claims PERIOD!

The Small Claims System has not been corrupted by Corporate America and you can bet that the judge will put themselves in your shoes and make them pay! When a company chooses to refuse warranty repair or to extort unnecessary fees...you take them to Small Claims and GET PAID! Furthermore, you can petition the Judge for cash award for court costs, wasted time (your time is worth money), mental anguish and full refund of the defective unit and and extortion fees the company may have charged!

Tell the judge how you were treated or better yet...record the abuse! Explain to the judge how you lost data and income from the ordeal! If the PC is used for business, did it cost you any lost revenue and demonstrate this to the judge! Just because you paid $500.00 more or less for the unit, does not mean that you wont walk out with $5000!

Believe me, if you are well behaved and make your case CLEAR...you will walk out feeling empowered and financially compensated for your ordeal! Tape your conversations with customer service, so there will be no doubt of the abuse and no defense for the company. The more evidence you present, the more outraged the Judge will be and the more money you will receive!

The companies treat you this way, because its financially advantageous for them to do so. In other words, they do it because people allow themselves to be victimized due to laziness or plain stupidity! If people stood up for themselves and took these bastards to court, they would have no choice but to change their business plan for non-business customers such as yourselves. What do you think would happen if they tried those tactics on a mid-sized to large company? They would find themselves as defendants in court cases that they couldn't win 100% of the time. They do it you, because you continuously allow them to get way with it!

Never buy an extended warranty from anyone because it is a complete scam and waste of your money! Save that $200 or so and buy groceries or use it for some other necessity!

All computer companies used to include System Restore Disks with the purchase of a desktop or notebook...today they don't. These disks can rescue your computer from ANY software problem that you may have! They can also restore your computer to it's original out-of-box state by wiping your hard drive clean of errors and viruses and re-installing all of your original software! Yes, these disks can return your PC to they way it looked and performed when you first took it home and turned it on! Which is exactly why the computer manufactures no longer include them with your purchase, so that they may extort you later for Customer Support(if you can call it that). The idiots that they hire are trained to extort from your FIRST and help SECOND if ever!

Most of the manufacturers will tell you that the system restore software is petitioned on your hard drive, and all you need do is run it when you have a problem. This is not true of course, because if you develop viruses and other serious problems...the system restore data will be inaccessible!

VERY IMPORTANT!!! Whenever you buy a new desktop, notebook or net-book...DEMAND that they either include the System Restore Disks or tell you how to burn them from the hard drive! You will need a few RW-DVD's and the manufacturers customer service can tell you how to do this...it's very easy! You go to the program and simply follow your computer instructions! When you call your manufactures customer support, you MUST make sure to do this WITHIN 15 Days of purchase! You should call them on the day you purchased the computer and tell them that you either want the company to send you the restore disks for FREE or to walk you through the process of burning them to disk for later use! If they tell you that this is not necessary because the software is already on your computer, they are lying to you! You need to have this on a separate disks in case your computer's hard drive is corrupted! If they still give you the run-around, IMMEDIATELY package up your purchase and take it back to the store for a REFUND! If they change their tune upon learning that you intend to return your PC, you should still take it back for a refund! The reason for this is simple, If they gave you the runaround and refused to help you now...what do you think will happen later? All purchases come with a 12 month warranty, but this does not include software issues! So, if you have a problem on day 16...you're screwed! They will immediately start the extortion process because they know that you can no longer take the machine back to the place of purchase!

Be your own advocate and protect yourselves instead of willing victims! I hope that this will help some of you going forward and hopefully many!