Gateway’s earns a 3.2-star rating from 55 reviews, showing that the majority of computer users are somewhat satisfied with their hardware and support services.
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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.
The complaint has been investigated and resolved to the customer’s satisfaction.
How to file an arbitration complaint with Gateway
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 the warranty says you can file with the National Arbitration Forum. http://www.adrforum.com/
Lets get to work and tell as many people as possible about this.
The complaint has been investigated and resolved to the customer’s satisfaction.
Scam and cheating
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 my money. The tax money of 4900.00USD was to be sent directly to the tax person by money order or Western Union. I immediately checked on.
The complaint has been investigated and resolved to the customer’s satisfaction.
This computer is under warranty and the ENTER key quit working. There were no spills and no damage done to the system. I was a portables engineer at Gateway, so I am trained on what to look for. I contacted Gateway's chat support and this person had me try the key. He/she claimed it was accidental damage and was not covered. They also claimed that if it was a product flaw, the whole keyboard wouldn't work. As an engineer, I know that's absolutely false - I've seen keys fail. They won't do anything, so I need to buy my own keyboard to replace it.
I think that's shameful and shows that Gateway does not back up their warranty at all. I asked what would happen if I bought a system, took it home, and one key didn't work? Would it be covered? I never got an answer.
I'm willing to replace the keyboard myself - I shouldn't have to buy a keyboard though. Gateway's tech support is totally incompetent and of absolutely no help.
Be careful because Gateway has at least one tech that doesn't know his head from a hole in the ground.
The hard drive on my Daughter's 6 month old Gateway crashed and when she finally got through on the toll free support line the tech wouldn't listen. He kept trying to transfer her to the paid ($3.95 a minute) software support line. She hung up and brought the PC to me.
Half the time the BIOS said there was no drive installed and the other half the PC would lock up about the time it was supposed to start loading the OS.
The Western Digital software I downloaded from the WD web site couldn't even find the drive when the BIOS said it was there.
The call to WD took less than ten minutes and it was all at no cost to us.
Western Digital even paid shipping on both the new drive and the defective one I returned.
Buyers Beware! Computer ordered 10/9 with est delivery 10/31. On 10/29 received an email that it was delayed till 11/20, three weeks beyond the estimated delivery date. Explained I would be out of town at that time and Gateway graciously agreed to delay my order even further. Salesman originally said "10/31 but it usually ships sooner". Called to complain, got the run around so called to cancel. Received a message this am that order would be shipped middle of next week. Called again to cancel now told order was "ready to be shipped" but earlier had been told it had to be "tested" first. Got pretty fed up and angry with condescension by reps and no attempt at service recovery. Demanded refund and was told the delay was because my paying in advance had put a hold on the order and I should have called sales instead of costumer service. Now, I was told I would have to wait till the order to cancel was received in Tennessee and sent back to N. Dakota before they would refund my money... in 7 to 10 days after N. Dakota got the word of the final cancel. This is supposed to be a computer company. I wonder if their order and cancellation functions are electronic. They sure were able to take my money in record time!
Beware!
I purchased a high-end Gateway at the end of January. The first hint of trouble was a 30-day delay in getting the system despite customer service stating that it was "almost ready". If it had ended there, I would have been a happy camper.
Unfortunately, the computer has never worked since it arrived. When I enabled the Crossfire cards, the machine crashed and, after working with Gateway Support, had to be rebuilt. The tech support rep advised me to not enable CrossFire (why would you buy a machine with high-end graphics cards that can't be used?).
Over the past few months, I've had to rebuild the machine 6 times. I've tried updated drivers, different combinations of drivers, and different installation sequences but they the end result is the same - a quad-core machine that is slower, less stable, and has worse graphics than my 5-year old computer.
I've been working with computers as a hobby and professionally for more than 20 years. I LOVE computers and technology and am generally very good at troubleshooting. However, I'm at my wits end. Despite multiple calls to Gateway, ATI (the video card maker), and complaints to the consumer protection agencies of three states, I can't get Gateway to refund my money or replace the video card (since it seems to be at the center of the problem).
My latest attempt has absolutely nothing on a clean install (number 6) except for Norton Internet security and the game I'm using as a test program. The video is still horrible, performance is poor, and the machine crashes multiple times per day (even when idle - sleep is disabled).
The machine is so bad that I can't use it because I have no confidence that 1) it won't crash and I'll lose what I'm doing and 2) the performance is poor. It just sits under my desk while I use my old machine to write complaint letters. Not exactly a good use of money.
I wish to file a complaint regarding my laptop purchased 3/01/09. One day before the one year warranty was up my laptop failed. I spoke to customer service THAT day and they told me my warranty had expired. Doesn't a 1 year warranty mean one year or 365 days? Apparently not to Gateway. I loved this laptop. It worked perfectly until Feb 28th. I shut it down on the 27th of Feb and when I attempted to turn it on the next morning I got nothing! No fan, no motor, no lights, nothing. I am so disappointed in Gateway! ONE YEAR SHOULD MEAN ONE YEAR!
Today my NX500X laptop power cord died, my warranty ends Saturday 2/7/09. I looked up my system on Gateway to see my warranty had been sold to MPC. I tried for hours to contact them via telephone to find they have closed/filed Chapter 11. Called Gateway warranty department and sat on hold for 3hrs, 25min before hanging up. I then called Gateway and selected the option to purchase a new computer, someone picked up in less than 10 seconds. (Nice way to treat already existing customers, Gateway) I vented and now am sharing my anger with you all. Looks like I'll start shopping for an apple/Mac.
I was sold a brand new, essentially non-working desktop. From day one, there were problems, which culminated in multiple re-bootings, factory re-settings, and service (which I had to pay shipping for--$60--though it was under warranty). When I received my computer back, which they claimed had a replaced hard drive, the cover was off, and after starting normally once, it wouldn't start Windows again. I am requesting a full refund or new computer. I DO NOT RECOMMEND this company--their product is total crap, and you will never have anything but issues and money (and time) down the drain.
I ordered a laptop computer from Gateway last May. The first week I had the computer I have had many problems with the computer crashing. I called them and they did some quick tweaks. They kept tweaking my computer until the warranty was expired. I sent it into Texas last year and when it came back I was electrocuted twice so I took it to a local tech. Last week I was shocked again and the motherboard caught on fire. I called Gateway and they told me there was nothing they could do because it was out of warranty. Even though I had problems within the first seven days of receiving my laptop. I also bought 2 new batteries because the computer would not charge my batteries because of a short. I have had numerous problems with a laptop that is only a year and a half old. They wanted to charge me $600 for a new motherboard that only cost them $400.
On August 24, 2003, I ordered a Gateway Plasma TV, no extended warranty, just the standard warranty. Because I thought these were great TVs and that they would last a long time. But I was wrong. On May 31, 2005 was the last day the Plasma TV worked. I didn't use it any differently from any other day, nor did I connect or add any other equipment to it. I would turn on the TV and see the icon show up just briefly then the picture would go away, following a click sound from the back of the TV. The green power light would then remain on, and I could not turn off or turn on the TV using the power button. The green light remained on. So I had to use the main power switch to rest it just to get the same results. So the next business day I called Gateway customer service to tell them what happened. I was then connected with tech. support. I addressed the problems and they reminded me of the warranty being expired and then offered me the in-home service for a technician to come and look at the TV. They said that it would be $200 for the visit, $250 for labor plus the cost of the part that needed to be replaced. I was told there are only three replacement parts for the TV and if those parts were not defective then I was out $450. But when the technicians came they said that there are 3 parts which were defective and needed a change. It was just 2 years and so much, after all I had no alternative and asked them to replace the part they said that they would be coming the following day with the part, but its been a week no one has turned up. On calling them they say that the parts are out of stock and I had to wait. Now its 1 month the TV is just lying as a show piece in my house.
I have tried to contact MPC for the last 3 months for service to my Gateway computer. I puchased the system direct from Gateway and the service contract at that time. MPC hasn't answered their phone calls or emails for the last three plus months. Only recorded messages. No response from emails. I contacted Gateway support and they stated they couldn't do anything it was an MPC problem. I tried the suggested numbers and email contacts given to me by Gateway to contact them, still no results. I received a work order number the first week of October, and haven't had any contact from them since.
Gateway is the worst company to by systems from direct, they don't even stand behind their systems they sell directly.
Bad service
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 time but received no satisfaction. When I asked for the 6 month free service warranty to be extended, because I had not had the use of my computer for 2 of the 6 months, I was told NO> I wrote to Best Buy to report my experience, and was basically told, "TOO Bad". In June 2008, one month after the warranty expired, omputer #2 stopped running. I took it to a repair center and spent $285. to find out that the motherboard was inoperable, and that the cost of repairs would exceed the cost of a new computer. On Aug 8, 2008, I mailed this computer to Gateway Corporate Headquarters, in Irvine, CA, with a letter, requesting satisfaction from them, since they produced the product; and have received NO REPLY, to date. A full month after their receipt, they have not had the courtesy or concern enough to respond to my complaint. We have bought and used Gateway computers in the past and are disgusted with their lack of response.
At this point, Computer #1 is making the same sounds that computer #2 did prior to crashing. I am losing faith in Gateway and believe that they are producing poor quality products and selling them through Best Buy which becomes a layer of protection for them.
There seems to be no way to get satisfaction from corporate America.
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased a computer a couple of years ago. Need to reinstall OS. They diod not supply disks, which we are intitled to when purchasing their product. All I got from customer support was an apology. No disks available, no offer to repair.
OFFICE PRODUCTS*COMPUTER SYSTEM*EMACHINE*12P/12L
Purchase Date: Sep 17, 2010
Purchase Price: 298.00
Model Number: EL1333G-03W
Serial Number: PTNBG02002023054BF27
Plan Type: COMPUTERS
Reference Number: [protected]
Plan Number: [protected]
We are processing the information you provided from your purchase receipt. Once we have matched it with our sales records, you can file a claim online. This could take up to three days. If you need immediate assistance with your product, please contact one of our Customer Care Representatives at [protected] for further assistance.
Thank you for using the Better Business Bureau's Online Complaint System.
Your complaint has been assigned case # [protected].
Please print a copy of this for your records.
on : February 6 2013
Filed against :
Wal-Mart Stores, Inc.
702 SW 8th Street, M.S. 0705
Bentonville AR [protected]
Complaint Description:
OFFICE PRODUCTS*COMPUTER SYSTEM*EMACHINE*12P/12L Purchase Date: Sep 17, 2010, Purchase Price: 298.00 Model Number: EL1333G-03W, Serial Number: PTNBG020 Plan Type: COMPUTERS, Reference Number: [protected] Plan Number: [protected] This is message I get when I check status is: We are processing the information you provided from your purchase receipt. Once we have matched it with our sales records, you can file a claim online. This could take up to three days. If you need immediate assistance with your product, please contact one of our Customer Care Representatives at [protected] for further assistance. The hard drive and dvd drive went out and I filed claim in June, July and August 2012 before it ran out in Sept 2012 and all I get is we need to get status of receipt. Paid $298 plus tax and extra for the Insurance now they do not want to fix it.
They took my money and now have hard drive and DVD drive crashed which was covered under wal mart product plan they refusing to pay or repair the computer. This makes gateway look bad because wal mart is selling extra warranties and collecting money for them and not honoring them.
I have the same problems with gateway laptop. i wrote a letter to Gateway headquarters, complaining about their shoddy product they sold me and about their awefull customer service. A rep from gateway call to respond to my complaint. Now gateway is saying that out of all the 30 plus call that I made to their company, about the problems with my computer, the shipment that I sent in for repairs to THEIR repair center, my case #, plus the fraud # for the repair center [protected], that they have no record in their system. of me calling, of my case # or of me sending my laptop for repairs. Unbelievable.
How does gateway stay in business? I agree with all the above. Someone should look into a class action suit against gateway. They would definately have plenty of plantiffs.
I purchased a Gateway computer from Costco, it was a floor model. The salesman said we simply had to go in and restore it to factory settings and it would be just like brand new. As someone who has rebuilt many computers to make them like new, I knew what he said was true. I have never had a computer that could not very, very easily be restored to factory settings. As long as your not trying to recover data, and you are just trying to get it back to the way it was when you bought it. However, this is not true for Gateway. They said I would need to order and pay for a CD to do this. This of course after I spent almost 20 minutes saying, spelling, and repeating my name and address for the women with barely understandable English, and only briefly explaining my problem. I was told I would need to order a $21.00 CD to get excatly what I had just paid $699.00 for.
I am using Gateway Tablet PC, actually I was trying to use x 1 year. Vista is not friendly with my Electronical Medical Record program and I am loosing information, while Gateway answers me with the same automatic response that I read above. "Sorry for inconvenience" bla-bla-bla, we provide excellent technical support.
"We can not downgrade from Vista". One can downgrade from something good, working which is not the case.
When I was purchasing Tablet they suggested either or OS, now they can't downgrade a degenerate OS. Even for $$. And if I do myself they won't support.
Please, e-mail me when class action will be in power, I'll fly toiCa or Il or Tx and provide my own records and say a word about this lousy company, not standing for it's product, quality of which is a separate critical talk.
Without ability to run Elect Med Record this Tablet PC is a worthless junk of $ 200 value, while it costed over $ 1500.
I have had similar problems with repair from Gateway. They have some of the worst customer service I have ever encountered. After spending hours on the phone with supervisors and customer service reps I filed complaints with the BBB of Ca and the Attorney Generals office. They have had our laptop for two months and just keep lying to us about its repair. I hope that there is a class action suit against this company sometime soon. Too many people have dealt with their fraudulent activity.
My Gateway one, a $1800 all in one computer has given me nothing but problems. Its been sent in for repairs 3 times now. I did manage to find a new phone number directly to their repair warehouse [protected]) after they took 2 months+ replacing a bad motherboard in it. Once i found this number i called them two weeks in a row and complained at them and i received my computer back shortly after that. Also remember is you purchased your computer with a Visa/ American Express card you can threaten them with a charge back/ complaint if you get really desperate.
I got so tired of dealing with Gateway from hell, I turned the entire matter over to the Attorney General of California as well as Texas.
Sending in audio tapes of the conversations I had with Gateways customer no service and all my cell phone bills showing the hours upon hours upon hours of waiting on hold also seemed to help.
I think what will sink them is that you can clearly hear the reps of Gateway telling me lies about my computer repair. They lied about everything!
Everyone of the reps knew I was recording the conversations but they continued to lie and lie and lie. Good for me not so good for them.
Possible class action lawsuit against them pending
My NEW laptop had problems right away so it was sent in to be fixed in Sept.I still do not have it.I was told I would have it back in 7-10 days.I called today and was on hold for 40 minutes at level 1.They could give me no information so they sent me to level 2 where I was on hold 45 minutes.They could not help either so they connected me to someone else where I was on hold another 30 minutes for them to tell me their computer was DOWN and to call back tomorrow. I ask them to please call me back OR email me and they said they could do neither. I feel my new computer which I had to save and save for is sitting around collecting dust..I do not think the Gateway name stands for anything anymore ans I will NEVER buy another one.They should be ashamed of themselves, Barbara Hinerman
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Scam and cheating!
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 was recorded with a verbal 'yes' and that I could not cancel and it was already rendered. I said, I never signed anything and you do not have my signature of approval and again they said we have a verbal recording stating that you agreed to this. I know I never agreed to do anything without seeing at least a page lay out.
Prior to all of this they kept calling me but with different people. I said I am canceling this I did not approve and they said well we will send it to collections. So, I want to fight this. I am not even sure if they somehow twist things to get you to say yes to your birthday date and clip off what you are actually saying yes to or maybe that you are the owner.
I am very upset about this and I am not even sure if a recording can hold up in court without you knowing you are being recorded. I was actually pleased to see that there are other innocent victims that have experienced the same situation and maybe there is hope that with enough people we can stop this scam. You need at least 20 people to file a class action suit I think. If you have found a way to fight this or get out of it please let me know. These people are crooks and we need to stop them immediately!
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
Poor customer service!
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 them enough time to pull it! I advised her that a sales associate in another best buy that as out of stock placed the order for us thru the internet and selected for cust in store pick up! Then told her we got the confirmation order in our email! Also told her that I called her store head to have them pull it and they told us that they get the email at the same time we do and they have a 25 min guarantee to have it ready for pick up. I then told her we placed it over an hour and a half ago! Well, Crystal now suggested we repurchasing it and when we get home cancel our first order. Crystal was very rude and I guess the christmas rush was taking its toll on this very young and immature assistant manager. My girlfriend refused as she didn't want to be double charged on her credit card. Meanwhile I went looking at laptops. I inquired about a $399 compaq which was sold out. The guy behind the counter told me that they were out of stock but told me that tomorrow (Sunday) they were going to have another $399 laptop ($599 minus an instant$200 off hence $399), a gateway on sale. I asked if I could see the floor model, he got someone to show it to me as he was busy setting up some laptops that were just sold. Well, the guy showed me a Gateway that was on sale for $599 from $799 and said this is the model. It was a Gateway T1616 AMD powered. I spoke to him for about 15 minutes about the features. I told him that the guy in the back told me that it was going to be a black sales even and was going to drop another $200 to $399 and then said "What if I buy it now and come back for a price match once the sale starts tomorrow?" He said not a problem so long as I do it withing the 7 day sales event. I said I would think about it and walked away to see what was going on with our LCD tv's we were trying to pick up. Finally that was straightened out and I decided to go back for the laptop wireless printer and router. I got a different salesman this time as the first one was busy. He was ringing up the order and I told him what I was going to do about the price match. He wanted to see which one as he said it was a great price, then they realized they made a mistake about the model number! They realized that they showed me the wrong Gateway! Then they showed me the correct model which I did not want and he said sorry. I backed out of the laptop. Just after we left, my girlfirend she said I should have spoken to the store manager as it was their mistake and it was not right so I called. I asked for the store manager and was connected to Crissy, I asked if she was the store manager and she said yes she was. I then explained what happened and she said what can she do to make it right? I said give me what you offered me even if it was your mistake. She would see what she can do and call me back, which she did in about 20 minutes. When I told my girlfriend what was said, she said thats the same girl who was rude to me and she isn't the store manager but an assistant and her name is Crystal! I waited for her call, when she did call back she told me that she was very very sorry but there was nothing she could do except offer to hold one of the laptops that was going to go on sale at $399, it was a very cheap model and I said no. I said it was not right and would call corporate to complain, she got rude and said fine and hung up. I called corporate and filed a complaint afterwards they advised me of the store managers name, Charles and said Charles could mark it down if he wanted to. I called back and asked for Charles, was asked what it was about and I said a laptop sale problem, guess what? Crissy came back on the line ruder than ever. I asked again if she was the store manager Charles, she said there is no store manager, there are 5 managers and they are all equal! I then said I was in there and saw her name Crystal and it said assistant manager which means there is a store manager and I would like to speak with the store manager. She said again she is it. I finally said look, why don't you guys meet me half way on YOUR mistake of $200, say $100 . She said no, that she was NOT going to LOSE $100 even if it was their mistake. I again asked to speak with the store manager Charles and she said again she was it! I said fine , I will walk in there and ask for him, she then told me if I went back to the store, she will call the POLICE and have me escorted out! I hung up.
Now doing a search for Best Buy Complaints reveals a lot on line, including a site www.bestbuysuxs.com which seems to me that Best Buy took control over it (no doubt thru lawyers and who knows how else) some time ago and is now run by Best Buy as it only says good things about Best Buy but there are still a lot of other sites which reveal the truth about Best Buy.
Well, I didn't buy the Gateway T1616 $599 laptop that they incorrectly showed me. It was an AMD Turion 64x2 dual core 1 Gig ram, 160 gig HD 14.1 screen built in Web Cam blah blah blah. Reg price $799, sale priced at $599, I wouldn't have bought it at $599 as Vista needs 2 gig ram ( an extra $50 bucks total $649) and I am not a fan of the very hot running AMD's especially on Laptops. Every AMD laptop I have seen gets very hot underneath it, uncomfortably hot. But it was a good performer and had a built in web cam and a HDMI connection and for what I thought would be a $399 price as I was incorrectly advised by Best Buy sales associate told it would be reduced to, it was a great deal. At $499 I would have still bought it but no more, heck it wasn't my fault they got it all screwed up. You know, if I would have kept quiet,bought it, then come back for my price match and then figured they made the mistake. They would have two options, eat the $200 or give me a full refund with no 15% restocking fee. They would have had to reduce it as an open box special so 15% or 20% of the $599 is $100 which was what I asked Crissy to meet me half way on for their mistake!
Well, Best Buy and Crissy or Crystal, you did save $100, BUT you lost a customer for LIFE ! Yesterdays $1000 shopping spree is my last one. As for a laptop, I found another Gatway At Curcuit City, MT6916 has an Intel Duo Core 2 Centrino latest 1.5 ghtz, 2 gig of ram, built in webcam and mic, 160 gig HD a 15.4 Hi Def screen , Wifi a/b/g and a much better built in video with more video memory 384 megs as opposed to 256 megs. Oh yes, DVD writer has CD/DVD labeling capabilities. The processor is intels latest, runs cooler than the AMD and much longer battery life even with the larger screen. All for $649, yes $49 more than the Gateway AMD but I do have 1 more gig or ram, a real processor and again better video card. Oh yes, I can get a free usb Lexmark printer and Netgear wireless router after mail in rebate. I am glad I didn't get my way at Best Buy! Oh yes, they saved $100 on me, lost a customer for life, that rings in my ear a lot!
Best Buy, NEVER AGAIN! I WILL shop around more!
On a scale of 1 to 10, Gateway scores a -8 in customer service. One of my customers, a docter brought me a Gateway C-140 tablet pc to check out, I checked it, found that the dc jack on the motherboard is bad, if you stand on your head just right the ac adapter would make contact, the laptop would power on and charge the battery. I checked on Ebay, found many companies that repair dc jacks and ship the computer back within a day or two. Like an idiot, I checked and found out it is under warranty. BIG MISTAKE . I found out the "service center" is within 30 miles on my house. They will not accept a computer being delivered, if you have the repair order or not, it must be shipped at customer cost. It has been 5 weeks now, Gateway claims they are still "waitng for parts" to fix it. The standard answer is " we are waiting for parts. Contact us in another 3-5 business days for further updates. In 5 weeks they have not contacted me once to let me know that apparently the whole line of laptops has the same problem so there is no such thing as a working motherboard for this laptop. They will not replace it, they absolutely do not care about anybody stupid enough to purchase one of their products, or anybody stupid enough to actually think they will honor a warranty.
Just a word of advice to anybody thinking about sending a computer to Gateway for repair... DON'T !
Pay to have it fixed. So what if it violates your warranty, the warranty is useless anyway.
all the big corporate chains blow
You're a stingy, selfish egomaniac. Grow a conscience and stop using mistakes as an 'opportunity' to steal from others. This biggest problem with our current form of capitalism is its tendency to reward 'squeaky wheels' like you, which has yielded a world overflowing with selfish, self-centered ### by inverting natural ethics to let the lowest of the low feel pride and acquire 'social capital' amongst their peers for selfishness and egomania. No one owes you anything, other than maybe a good round of laughter, a few choice insults, and subsequent exile from the land ... if only it could be so.
Thanks for putting this stupid page here, now I can't find gatway's site via a google search "gateway t1616" all I find are tools complaining about their stupid girlfriend and how they can't do anything because they don't know how to operate a computer!
I agree with you on the runs hot, false opportunity given, etc. Best Buy was in the wrong and led you to believe it was a wrong model. I understand they couldn't mark it down, but bear in mind on these sales Best Buy is already losing out on laptops pricing, they're merely trying to make room for new stuff, (usually comes out 2-3 days after new-year's day hits. They should have offered it to you at cost, an assistant manager means there is a higher up manager, you need to research and call the corporate office complaint number, instead of trying to call the store. My reasoning for this is the manager has to see this person everyday, and they're going to side with their own, whereas, the corporate office is going to push the complaint through on a much more rough level then any store manager can ever think of.
I speak form the runs hot as I have it and am typing on my t-1616 which I thought was a little under value for the cash, but its the first $600 laptop I've seen do this job. Yes 1GB is too low for ram, however, also buying a 14" screen vs a 15" screen cost more in most cases believe it or not. I'd rather carry around a 14" that weighs 6-8 pounds with all my accessories case and all then a 15" taht weighs 8-10 pounds. Last time I bought a laptop that could run 3d Studio max it cost me $1200 for an end of life unit, (usually $1600,) that could barely do the job. As far as your claims to the better video card, well neither my model nor yours have on board memory, and your vid card is well, crap compared to a radeaon x1280, The catylist diver series that AMD?ATI offer is only 2nd to specific model Nvidia lines, and can't do the #D capabability to a proper extent. Hate to burst your bubble, In fact I have yet to see a laptop that has on board memory that cost less then $8000 on special, (wasn't even an AMD Turion 64, was only an Athlon.) Both my laptop and yours steal from the system memory, In fact the only laptop video cards I've seen with on board in the current sales release are the Nvidia go 78000 or better, and the Amd 2400 HD. The rest steal system memory. I was trying to plan my next laptop to get the best system, but my current one died, and left me in a pinch, and surprisingly i found this one. I feel all pc's are currently overpriced, and the clear outs for new models are the only way to get a good deal IMHO. You sound liek your consumer smart and value oriented, but have no true technical knowledge. I happen to have a BA in Science and Technology, and I think you need to rethink somethings rather then type in anger. Maybe you don't need a true 3d capable card, and if that's the case, you buying an Nvidia go or Radaeon is a significant waste of cash for you anyway. Have fun stealing 384 MB of system ram in the mean time, and running on 1.756 GB of ram for the OS.
I shop everywhere these days, as it doesn't matter in 2-3 years on anything other then a CRT TV you're going to be replacing most equipment anyway. LCD's go dim, (too expensive for replacement panel,) Brand new Plasma's might last 5, and in three years your PC is too slow anyway. If you bought an extended warranty, and the company gets bought out, (not naming any names but a ton of consumer got bent over on that one,) no one is left to honor the warranty any way. I shop for my best deal, fact is not going to a specific store you're possibly hurting yourself on pride alone.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Lemon Gateway
Gateway - www.gateway.com
We purchased a new Gateway desktop in August of 2006 and we just got it back for the fourth time (not to mention a keyboard, hard drive and software patch at various times along the way in between). We've lost valuable files, pictures an countless hours reinstalling software each time. It went back three times for the same problem and yet they refuse to replace it! The power supply cords are too short to allow installation of a second hard drive and they refuse to do anything about that at all. What a schmuck company.
When they don't take care of an individual like me who's spent several thousands of dollars with them, Lord only knows how their E-Machine customers will fare.
I guess that's why they're going under.
The complaint has been investigated and resolved to the customer’s satisfaction.
We purchased our GT4024 in July of '06. Motherboard went out in Oct. '06. Fixed and returned to us in October of '06. Woke up last Sunday to learn that the hard drive had gone out. Gateway and Best Buy say sorry, no warranty, not our problem! What a waste of money!
Worthless computer
Gateway Computers & Home Electronics - www. gateway. com
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
Kathleen Weimar
Office of the Attorney General
100 W Randolph St
Chicago, IL 60601
Ms. Weimar,
These ongoing negotiations with Gateway are redundant and are bordering on ridiculous. How many times do I have to address the same issues that have been presented in my previous correspondence?
1.) The phone support personnel at Gateway had determined that the failure of the motherboard was the reason the PCMCIA card slot will not to power up and that the computer would have to be returned to Gateway to have the motherboard replaced. However each time the computer is returned to Gateway, the motherboard is not replaced, which would solve the problem. The computer is ultimately returned to me as No Trouble Found/No Failure Claim Description Provided.
2.) The Sprint equipment and software did in fact work in the Gateway computer for approximately eight months, so we do know that the equipment and software are compatible with the Gateway computer.
3.) The Sprint equipment and software are currently working optimally in a Toshiba Satellite laptop computer. This would in fact prove that there is nothing wrong with the Sprint Mobile Broadband Service or the equipment provided by Sprint. The attempt by Dixie Radakovich to shift the cause of the failure to Sprint is an obvious red herring, when in fact the failure of the Gateway computer is the issue being discussed here.
4.) The computer as purchased from Gateway is in fact sold as ready to upgrade to Windows Vista and includes a certificate for a free operating system upgrade from Microsoft. Dixie Radakovich is obviously unaware of how these systems are shipped and sold as she contends that installing this software, Windows Vista, “could significantly cause problems”.
5.) I have used the Windows XP Media Center Version 2005 With Update Rollup 2 CD supplied by Gateway with the purchase of the computer and restored the system to the original factory settings. However the PCMCIA card slot will not supply power to a PCMCIA card when inserted in the computer.
I have done some research on the internet with my Toshiba laptop computer and the Sprint Mobile Service, the same service that will not work on a Gateway computer. I have found a pattern in the way Gateway handles any reported problems with the low quality products that they produce. The customer is required to send the failing product to the Gateway service department numerous times, with no service being performed. After they are certain that the warranty no longer applies, they are in a position to refuse to repair the equipment.
I am asking you to intervene and force an obviously poorly managed organization, bordering on criminal, to replace the product I have been sold with a new, not refurbished computer, which Gateway seems to prefer as method of resolving frustrated consumers complaints.
Horrific customer service
On 2/28/06 I purchased a eMachines package deal from Best Buy. I had the unit for about nine months when the problems began. The computer required several attempts to boot up. I called Gateway tech. service for help with the problem, but everything we tried did not help. Called a second time, same results. I informed the tech. that I was going to bring the unit into Best Buy for testing, which is an authorized repair facility for Gateway. The testing cost me $69.00, the results, a hardware problem. The unit was returned to me with the motherboard replaced. I had to return on 2/27/07, one day before the warranty was to expire, with the same problem. Again, a motherboard was installed. The machine seemed to be working fine until 7/11/07, when at this point, it would not boot up at all. Brought it back to Best Buy and was told that it was past warranty, and that I would have to deal with Gateway.
I called the tech. service number and explained my problem. I was told to write to Consumer Service and enclose the repair records. The person who called, was rude and almost robotic in the way she explained their answer to my letter. I was not going to receive any service, replacement, or refund for the machine because I did not have the repairs done by Gateway and the warranty was over. When I explained that the problem started while under warranty, and had not been repaired successfully, she said they did not repair it so they have no records of repair. I told this person I thought she was being rude, she hung up on me.
Next, I wrote to the "Executive Response Team". Received a call from Gateway. To my horror, same women, same answers. Not as rude this time, but I sensed a hint of enjoyment in her voice. I will next try the Attorney General's Office of SD, BBB, local television station. I will not quit until I have exhausted all my options.
The complaint has been investigated and resolved to the customer’s satisfaction.
Poor customer service
I have sent my desktop computer (still under warranty) back to Gateway twice since April. The first time the hard drive crashed - for no explicable reason. They first sent me to Best Buy as they say they have a contract with Best Buy for repairs. Well, Best Buy told me that they are an authorized repair center... but I would have to pay for the work. I did not leave the computer - instead I called back Gateway - who informed me that I was misinformed by the previous rep at Gateway and that Best Buy was right. She escalated my call to the next level. The next rep I spoke with told me that they DO pay for the Best Buy repairs but that for some reason Best Buy has been confused about that. I have to laugh out loud over the confusion regarding Best Buy.
So instead of dealing with Best Buy - Gateway sends me a hard drive - which is also defective. At this point my hands are up in the air so I sent my computer to gateway for warranty repair. What a process - they send you a box that you pack the computer in. Then, because I work for a living I have to wait until a Saturday to take the box to DHL which was supposed to be open and was closed. I finally get the computer to DHL (the next week). NEXT, the computer comes back nearly two weeks later. I now have to wait until a Saturday to go FEDEX to pick up the computer. I get it home and when I finally get some time set it up. I had to call Gateway because the computer still would not boot up -and the tech support had to walk me through the setup process again. All is well - I thought until we realize the internet port is not working... it is now dead. SO, the process starts all over again - Gateway sends the box - I send them the computer - they send it back to me nearly two weeks later - this time a cd is still in the drive (ABCM is written in black marker on the cd). PLUS... I have a continual error message that drive D is full - apparently drive D is a drive that Gateway put on the computer for recovery.
Now, my USB ports don't want to function properly - they won't read any media attached ( portable storage, ipod etc). The computer is thoroughly screwed up. I have had it with Gateway. I'll never buy Gateway again. I'll be calling them today - and complaining - plus I'll be going to the courthouse this week to file a lawsuit... unless they send me a functioning computer - I am done with sending my computer back and forth.
Lastly, someone needs to teach them how to properly package a computer for shipping - both time the packaging was falling apart inside the box when I received it. I am so tired of their poor customer service.
Gateway 420GR - what a hunk of junk!
We purchased our first computer, a Gateway, in 1998. It ran like a top. We were so pleased with it that when it came time to buy a new computer, we bought a second Gateway. What a mistake! Since purchasing our Gateway 420GR in late December 2004, we have: Gone through two monitors. The first 17 inch flat screen LCD died less than two and one half...
Read full review of Gateway and 15 commentsAfter a year and a half of owning my 46& Plasma TV died!
After a year and a half of owning my 46" Plasma TV is died and is not repairable per DecisionONe. My 3 options are to downgrade to a 42" TV, attempt another repair (which is useless) or WAIT 6 MONTHS FOR A REPLACEMENT. This is absolutely absurd! I kindly asked for a possible upgrade to a 50" and paying the difference - not happening. I asked for a refund and accepting the 42" - not happening. How can this be allowed? This is by far the WORST customer service I have ever experienced. From what I see, Gateway is still very much in business but has left all their Plasma TV owners in the dark. I have no choice but to defer to a lawyer and demand a refund.
GATEWAY 42" Plasma TV purchased 2 1/2 years ago almost to the day developed 1 and sometimes 2 wide vertical black lines about middle of screen. When I called tech support I was told it possibly was a "XR board" at an approximate cost of $200. In addition they could set up a third party non refundable repair for $500. That would include a $200 trip fee, $250 labor fee, and a $50 diagnostic fee. I said thank you and checked in the Seattle area for a local repair. Everyone I talked to would not take the unit because they said GATEWAY wouldn't sell parts to them. I called GATEWAY again to get a "factory authorized" repair person in my area and was told they didn't have any listings. As part of this conversation GATEWAY again mentioned their 3rd party fix - but this time they said to expect about $1300 for a repair.
I again searched for other repair facilities that would at least look at the unit to determine if it was hopeless. I found TELETRON SERVICES in Seattle. They determined it was a bad "PDP" with the following quote, "if part was available it still would NOT be economical to repair"
I am now looking into the class action suit -
Gary Anderson
Redmond, WA.
The complaint has been investigated and resolved to the customer’s satisfaction.
it was 6pm sunday was trying to get some bread for lunches was rudely told the store was closed then they blocked the produce section.i was just going to get my stuff and go.never treated so rude.i have been a member for 15 years.next year i am going to discontinue my membership
I have had nothing but trouble with my 42" Gateway Plasma too. No picture, no service and no one else has parts or wants to service it. Had trouble with this TV from the time I bought it. Would NEVER buy another Gateway product. I'd like to see a class action suit against these folks!
Jane True
truejg@aol.com
any one need another one? im not even going to try mine again it was acting up before i stored it.
WE PURCHASED OUR 46" PLASMA DIRECTLY THROUGH GATEWAY AND BEGAN HAVING TROUBLE TURNING IT ON/OFF. WHEN A REPAIRMAN CHECKED IT OUT, HE SAID IT IS A BRAND HE HAS NEVER HEARD OF. IT HAS BEEN TWO MONTHS AND STILL HE HAS NOT BEEN ABLE TO FIND ANY PARTS TO REPAIR. A LOT OF MONEY FOR THE GATEWAY NAME FOR A NO-NAME PRODUCT. GATEWAY HAS BEEN ABSOLUTELY NO! HELP. I WOULD NEVER BUY ANOTHER GATEWAY PRODUCT---THEY DO NOT STAND BEHIND IT OR THEIR NAME!
My 46" plasma went out (under warranty) digital interface board. It was repaired and the same thing happened 15 mos. later. Got the $500 service call and quote of approx $700 to fix.
The agent I talked to was so quick with the quote, ( and being the second board for me)I have to ask if this was a common problem with this model/brand.
The price to repair started @$1200. A new tv price. I'll take the unknown over the known bad product
My Gateway 50" plasma TV just stopped working as well. I have only had it two years and of course the warranty has just run out. I get sound but no picture. When I called GATEWAY they said the repair visit only would cost $500 and most likely would cost another $400 to repair the problem but they could not be sure of that until someone came out to look at it.
So it looks like for $900 I can "possibly" get my TV repaired. If there is a class action suit going on I would jump on it. A Plasma TV should last more than two years and then not cast you the price to buy a new one to fix it when something goes wrong.
Jon Ganio
Seattle, WA
Gateway Reviews 0
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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.
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]
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.