Complain about a product or service

Gateway Laptops

Gateway • Laptops • Rebates • Repair Service • Home Entertainment • Sales • Internet Services • Just Everything • YourWare Club • Letter to the CEO • Gateway Defenders --- • Taiwan's Acer Buys Gateway, eMachines • Gateway Closes Stores • Gateway Buys eMachines

Gary of Milwaukee (09-25-04):
I purchased a Gateway laptop on July 9th, 2003. One year and 19 days later the unit started shutting down and restarting completely out of the blue. I contacted Gateway immediately to see if there was anything they could do. After going through their customer service number, I ended up speaking with someone in their tech support department who explained that even though I had called with several issues with this system over the preceeding year, they are firm on their warranty policies and that I would need to pay for any repairs. When I asked if I could even purchase the extended waranty on the system, the techs told me no, that after the warranty had expired there was nothing anyone could do.

After arguing with them for nearly two weeks, I finally spoke with someone in their sales department. I was going to try to take advantage of Gateway's trade-in program to at least recoup some of my investment. The sales person, who was very helpful, noticed that my system was bearly a year old and asked why I wanted to trade my system in. I explained the situation, she put me on hold for about 3 minutes, and came back on the line to inform me that she would not sell me a new computer because she was going to sell me the extended warranty instead! I also asked the woman if she could set up the repair I needed, and she forwarded my call to the proper people. Terrific, or so I thought. Before I sent my system in, I took it to both a Best Buy & a Milwaukee PC for a diagnosis. Both came to the same conclusions: either a bad motherboard or a bad CPU.

When I got my system back on August 16th, it worked perfectly for roughly 3 hours, then the problem resurfaced. I called Gateway immediately and asked what they would do to resolve the problem. They said they would get me a pre-paid box ASAP and they would pick up the tab for shipping. I explained that I was leaving for a 10-day business trip on the 20th, and that I needed things expedited. They said they could get me a box by Wednesday, the 18th, and they could ship my laptop back to me at my hotel.

Wednesday and Thursday came and went and I received no box. When I called them Thursday night to find out what had happened, the person I spoke to told me the box hadn't been shipped out! I asked if they could send me a box to the hotel, priority, and get the system back to me by the 27th. I was told that would be no problem, and they would get right on it. I never receiverd a box at the hotel, and when I asked why I was told that someone cancelled the order. Finally, when I got home, I called again to get a box, and was told when I called Tuesday September 7th that I would have a box by the 9th. I proceeded to call on the 9th, 14th, 17th, and so on.

I still have no box, and I still have a non-functional computer, whicih is a problem as I use this system for work as a writer for a trade magazine. I have been greatly inconvenienced by this, and it seems I am not alone. Originally I would have been happy with my system repaired. I spent 8 years in retail electronics, 4 of them as a Retail Store Manager (3 and a half with RadioShack, 6 Months with Suncoast), and I never would have treated a customer like this. In fact, with a warranty only 19 days expired, I had the authority to take care of that customer.

Eventually, I contacted the Attorneys General of Wisconsin and South Dakota. I then received a call from someone in Gateway's Executive response team. They are replacing my TVX400 with an M350. This is a refurb machine, which I am not ecstatic about, but what choice do I have? When I asked the person at the ERT if my problems were the norm with tech support, customer (no) service, and the service departments, my question was met with silence. I will absolutely NEVER EVER EVER EVER buy another Gateway which is unfortunate as I own 3 of their systems now. If you have problems with a Gateway product, I hate to tell you this but the only way to get their attention and to get the problem resolved is to file a complaint with the Attorney General of South Dakota. It works!

Michelle of Freehold NJ (09-19-04):
I placed an order over the phone with Gateway on 8/104 for a Notebook. I authorized Gateway to open an Easy Pay Plan for me in the amount not to exceed $1,000 (the Notebook was $839.00). The notebook order filled was incorrectly and missing an internal component. I contacted Gateway (before shipment) to tell them I did not want it if it was missing a part (internal wireless card). They agreed to contact UPS and intercept the notebook in transit.

The notebook never reached me, I never signed for it, and I never had the opportunity to "refuse" it from UPS. It was never delivered to me. In the interim, Gateway took it upon themselves to order a 'wireless router' for me. It arrived August 3rd. I immediately called Gateway to tell them to take it back. They charged it (without authorization) to the Easy Pay Plan, and agreed to send a UPS return ticket. The item was shipped back and received by Gateway late August.

After several phone calls and approximately 10 hours on the phone, I am still receiving calls from CitiCard (who handles Gateway's Easy Pay Plan) that I am past due on this account, late fees have been added and my impeccable credit rating is at risk. Gateway acknowledges they have the router back.

After another hour on the phone with a Gateway rep, she figured out that the notebook ordered on August 1, and requested by Gateway to be returned to them by UPS, is still sitting in a UPS facility in Lawnside, NJ. Yet, I am still being charged, and my credit is being ruined, because Gateway refuses to acknowledge that I DO NOT HAVE, NOR HAVE I EVER HAD, THIS EQUIPMENT. Alicia (Badge No. 651) on September 13 and Heather (Badge No. 170) on September 19 assured me this would be taken care of. Heather is the rep that figured out exactly where the notebook was and is trying to get UPS to send it back to them. I am still trying to get Gateway's consumer refunds department to adjust my account. CitiCard cannot do anything without hearing from Gateway and they have not heard from them at all.

Stacy of Stone Mountain GA (08-12-04):
I placed an order for a Gateway notebook computer over the phone. I chose a Gateway product because my graduate school, Keller Graduate School of Management, advertises that students and faculty get a discount with Gateway. I was given an estimated delivery date of August 9th. On August 9th (in the afternoon), I received a telephone call informing me I would not receive the notebook that day, but could expect delivery anytime between then and August 18th, and if that was not satisfactory I had "the right to cancel". What does that say for their production planning when they don't know a product is going to be late until the day it's supposed to be delivered (not even shipped - delivered!)?

I filled out a customer complaint form immediately (8/9). By the afternoon of 8/10, I had heard nothing from them -- I think they had every intention of ignoring me. I called to exercise my "right to cancel" and spoke with various incompetents, including the sales person who was hostile and rude (probably saw his commission affected). When I finally spoke to someone who could cancel the order, and I explained why, she put me on hold FOREVER. And miraculously, while I was on hold I received an e-mail response to my complaint stating the computers are made in Taiwan, it's not our fault, blah, blah, blah. Not once did they offer any incentive to keep my business - not even free shipping which is a small amount compared to the loss of a customer. Then they give me this convulted explanation about codes and the code on my account indicates the unit is in production and they may not be able to cancel the order, and it may actually ship, and I can refuse delivery, so on. Right then I knew they intended to ship that item anyway, charge me for it, and force me to wait forever to get my money back.

Sure enough, I received a notification on 8/11 stating the unit had shipped - UPS no less - and I would receive it on 8/12, and they promptly charged the price to my VISA. I can refuse shipment and return it to Gateway, and upon their receipt, they will refund my money within 10 -14 business days. Sure they will. What they're hoping is that I'll be so frustrated that I'll just keep the computer and they'll just keep my money. It's amazing how fast that computer got manufactured and shipped when I told them I had bought a Dell.

I'm sure they've done this before - but they're wrong this time. I wouldn't keep that notebook if they cut the price in half. Gateway's customer service is horrible, I think their business practices lack integrity, and I'll never do business with them again. Since they have no retail outlet, all sales are internet or phone, so there is zero personal contact. Dell gave me an equal or better product at much less price, plus a free printer. Get it together Gateway - your product isn't worth the hassle, and your service isn't worth the Keller discount.

Neal of Livingston TX (05-10-04):
During 2002, we bought a top of the line Gateway laptop. Had everything. Immediately would not work out of the box! To make a long story short, it was sent back each month for 8 months of GATEWAY HELL. It would work 10 days and they kept it 20, and every month the same thing. We had no landphone, and ate up hours of cellphone minutes on hold with Tech Support and a lot of screaming aggravation. Talking with Gateway is exasperating! You get absolutely nowhere! They also have sent my computer to a dead address when we told them explicitly NOT to do so. They are very sloppy. Finally, a nice Manager in an Ohio store heard our plea and let us get a PC desktop instead, after Gateway could not even locate our computer in the repair shop. I am sure he was not supposed to do this "good faith gesture."

We had our Profile 4 PC for a year without much trouble (thank God), but then it just went BLACK SCREEN and video problems. Now ALL the Gateway Stores are closed up, so that smacks of trouble. We sent the PC in to Gateway, (one time only), but do not have any faith in them. I am sure they will send it back without a fix, or a refurbished one. Gateway is junk and uses proprietory parts - junk! This time, even with a warranty, we will never go through this again. I will not let them touch it more than once and pay for all the shipping back and forth. I will let a Guru tear into the machine before I re-ship to Gateway and put ourselves through this hassle again.

Bottom line is this. I will probably have to trash this computer to the garbage heap - again! Their contract says you have a three year "fix & replace" warranty. Yes, they will fix and replace until the cows come home up to the 3 year warranty and then GOODBYE. They will spend no effort or money to fix what is wrong. They will just keep receiving and fixing, and sending your computer back and forth, while you die a thousand times. The Replace will only happen when you scream at them and even then, you will be getting off-the-shelf computers that are no good anyway and were probably refurbished, so you really waste your money when you buy Gateway. You have noplace to turn. Fix and Replace is what they do until the warranty expires and you are stuck with a broken system.

Andrea of Richmond CA (6-30-04):
I submitted my M1300 Motion Tablet PC hard drive computer to Gateway's technicians as per instructions provided in the shipping box. The reason for the repair was simply to change/repair the ON/OFF switch on the exterior aspect of the machine. I did not request the repair of any other component of the computer. It was otherwise fully functional on the day I sent it out for repair. Unfortunately, during the time the PC was in Gateway's hands, there was a complete removal of my personal data and software from my hard drive. I am not only extremely concerned about the thousands of dollars of software that was lost, but I also am very afraid that the tremendous breach of my family’s security—given the fact that all my confidential work and my family’s passwords, contacts, imported receipts/emails, bank/credit card account details, and SSNs were readily accessible and/or lost—will one day have serious complications.

My concerns regarding negligence or even possibly information theft or foul play by one of Gateway's employees are fully justified given the fact that I was not at all contacted, as per their policy, to give verbal permission to erase/exchange my hard drive, the technician responsible for this incident sent me a very unprofessional note—unsigned, unaddressed, and handwritten and my stylus was not returned to me. I know how easy it is to switch hard drives and/or to copy files.

From the very moment I purchased this computer from Gateway, I have had nothing but repeated problems. In fact, the day I received the computer was the day I returned from a major surgery (late July 2003). While I was and still am medically forbidden to use the computer and phone for lengthy periods, the many lengthy, redundant, and often unhelpful encounters with Gateway employees over various issues (including this one) have always increased my physical pain and suffering. My suffering will no doubt continue if I am to reformat my computer to even a fraction of its prior state. I must also mention that Gateway has and currently is wasting my precious time (currently valued at $ 32 dollars an hour). I can say without doubt that my interaction with Gateway has had adverse effects on not only my surgical recovery but now on my economic status, productivity, and my family’s sense of security. I am eagerly waiting to hear how Gateway intends to rectify a situation which I considered to be a personal disaster.

Joy of Everett WA (1/29/04):
I am a disabled person and was going to school so that I could become self-supporting. I purchased a laptop Solo 9300 in 2000 or 2001 (I forget which spring it was as I had cancer in 2000 and lost a little time). From the beginning I have had nothing but trouble with this computer. I have had technicians gasp and otherwise comment when they have seen how long my list of calls is.

I have spent at the very least 50 hours talking to techs for help with a myriad of complaints. I have sent the computer in many times and still continued to have problems. The two major ongoing problems are: 1. cursor jumping from the spot it is typing to somewhere else back in the text such that I am suddenly typing in the middle of something I already typed. 2. The whole system locking up, not coming on all the way, not being able to turn off, not being able to click w/mouse or type w/keys and multiple error messages.

Gateway sent me replacement chassis 3 different times and the problems have not been solved. I have spent hours and hours (not counting those 50 on the phone) backing up files and zeroing out the hard drive and reloading software over and over again. I have cried and begged to have a new computer sent to me and been told that that will never happen. I have been asked if I had children or animals in the house who were damaging the computer! I don't--the implication seems to be that I am breaking it myself! I have had a personal computer since 1987 and know how to treat them! I should have known better than to buy from Gateway because the first time I called with an inquiry and DID NOT purchase, they sent me a computer that I did not order!

The latest problems led the techs to tell me that my operating system was corrupted and I needed to buy a new OS. I asked if that would change my lifetime technical support and was assured that as long as I purchased the OS from them technical support for lifetime of computer would continue at no extra charge. When I got the new OS and new memory I called for help installing it and was warned that I would lose my lifetime technical support if I installed a new OS! I told him I'd purchased it from them and he said it didn't matter.

I had him transfer me to someone to send me a slip to return it then as I am still on disability and cannot afford to pay for technical suppor by the minute. I spoke to Tiffany (I have spoken to so many people over the years and written myself so many notes that I am too overwhelmed to find them all right now but I have these last notes at hand because it just happened.) and she said the tech was wrong and that of course I would still have technical support at no extra charge. I asked for something in writing and she said that she couldn't get it in writing but would put it in my file give me a reference number and have her supervisor confirm to me. So her supervisor did confirm and we hung up. I still felt a bit uneasy about installing so I called sales and asked if I bought a new OS would it still be covered by my lifetime technical support. Leonard talked to me and said that there was no way they would cover me if I put in a new OS no matter where I bought it and even if they installed it! He suggested that I take it to a Country Store and have them fix the corruption of this OS. I was told by the Country Store that my parts and labor warranty was up and it would cost me!

Sandra of Moorhead MN (5/3/03):
I am on SSI disability so a SOLO 2150 XL 1.5 laptop (8-2000) was purchased for my use by VOCREHAB to use while I am going to Minnesota State University Moorhead. The computer (cp) needed the 1st replacement battery within a short time. The 4th battery is in here now and it needs to be replaced. The cp has to be plugged in while I am using it.

I was told during all of this time, that it was just bad batteries. I told them that maybe one battery, but not all of them. I said that there has to be something wrong with the system. I have reported several complaints to Gateway and to their Country Store. I have no complaints of the personelle. But they have not been able to find why it has static when I either move the mouse or touch pad. The Fargo store replaced the main drive. Now when I touch the turn on button to turn it on or touch the touch pad to bring back up the desktop, from a black screen, it has a sliding noise. I even caught the sound on a recorder. When the store manager heard it he said that it was from the main drive, that they had just replaced.

Complaints about the battery again had the store sending the laptop to TX. TX did something to the mother Board + a resister for battery charging. The same Friday it was sent back to the TX repair and they replaced the 31/2 floppy drive and the keyboard. It is getting worse not better. The warranty is up 8/15/2003. I have wanted to have this cp exchanged for another since the beginning.

One of the setup cd’s for Windows was missing. I did not know this until I needed to reprogram the cp. After 8/03 if the cp would have needed to be reprogrammed it would have cost. Gateway did not have a different set to give me. They told me that Windows 98 would have to be bought from a retail store. So I asked, OK can I upgrade to XP P? They said yes but I would need more memory. VOCREHAB bought the XP & the extra memory. I put it in and there was no sound.

This is when things began to escalate badly. I was then told that this cp was not 100% certified for XP, and that there is not a sound card that can be bought anywhere from anyone for it. The sound card is most important because I use a program called Dragon Natural Speaking. I talk to the cp and it changes the spoken words to text. The reason is I have multiple learning disabilities and this program helps. But I have had to go through the proper channels. I talked to the REHAB person and he either cannot or will not help me but I can use his name and office. Now what do I do.

I am 60 years old. When this cp is not working right I have to go to the U libary and use the special didabilities cp there, but it is not open 24 hours a day. As you can see it is now 3:05 Sat morning right now. I have two papers do this week and I know I will only have one properly done.

Hmmm ... the simplest solution might be to fall back to Windows 2000. Sandra needs to find a local computer guru to help her out. This problem should not be all that tough to solve.

La'Sanda of Wichita KS (4/30/03):
On 12-15-2002, a Gateway Solo 5300 was purchase as a gift. On the morning of 04-11-2003, the computer would not turn off by the mouse or the power switch. At 0630 hrs. I woke up to find the Solo 5300 laptop melted. I took the laptop into the Gateway Country store. Brad was the service who took my laptop for service he explained I would have to give my credit card for a charge of at least $299.00 to have the computer fixed.

The shell of the computer was melted beyond repair. On 04-17-2003, I recieved a call from a lady from Gateway support, stating that due to the extensive head damage to my laptop they would have to replace it with a like model within the next day or so. On 04-23-2003, I went into the Wichita Gateway store to pick up the replacement, only to find it with scratches and skuff marks on the outer case, on the bottom it appeared to also have had some sort of heat damage. Screws had been replaced with different colored screws, one of the cover plates was buckled and another appeared worn. I would not accept the replacement.

On 04-24-2003, I received a call form Linsey from the Wichita Country store stating it would be a while before she could get another replacemtment. She asked if I would like to use the unsatisfactory one until another one came in. I picked up the laptop mentioned above. On 04-25-2003, I called costumer support and spoke to Eric. He explained Gateway's limited warranty plainly states "like/properly functioning replacement." He also told me the possibility of recieving a replacement minus any visible damage was unlikely.

He also state that notification was sent out to all 5300 owners stating that there was an over heating issue. I did not receive any notification nor did the person who purchased the laptop as a gift for me or for the one she purchased for herself. Prior to ending the converstation with Eric, he expressed he too would not be statified with a replacement as I described. However I had no other option that he was aware of.

If I would not have had the laptop on a glass top desk I hate to think of the damage it could have caused. I believe nothing less than a completly new laptop would be satisfactory.

We doubt that La'Sanda will be successful in her quest. If the replacement is working and is comparable, that's really all that is required under the warranty.

Joyce, a librarian in Sherman, TX, writes:
I received a Gateway laptop ordered from Scholastic, Inc. with bonus points earned from them. I receved the laptop in mid December 1999. On a Wednesday in March, 2000 (I believe it was the 22nd), I took my laptop to my church in order to copy a graphic for an upcoming youth event and to show our powerpoint tech some graphics I had downloaded. I took the computer out of the case, turned it on and carried it to the sound booth. I set it on the table, sat down and then reached up to adjust the screen so I could see it better.

When I did so, the screen cracked and it turned totally white. When I contacted Gateway, I was told it was not covered by my warranty. As I had my warranty in hand, I asked her to show me exactly where it said that a monitor was not covered. She put me on hold and came back and said, "that would be section h exclusions." I then asked which exclusion and she replied #3.

I then said to her, "I didn't drop it, nothng was dropped on it and nothing was spilled on it, so which part of that applies? All I did was move the screen ... the screen IS supposed to move, isn't it?"

I asked to speak to someone in customer service. The rep was very nice, but at the end of the conversation, she said I needed to send it to them so a tech person could look at it, and I needed to authorize a method of payment. She said before they would even look at it, I had to authorize payment of $699.00!

My response was that I didn't think she would give a auto repairman a blank check when she took her car in for a check-up. I questioned this policy of business. I told her I KNEW I didn't damage the computer and there were witnesses that knew I hadn't.

The reason I traded bonus points for the laptop was to make my job simpler and more efficient. My job is mobile; I go from site to site. I have a desk at the library, but I usually am only there one day a week. Before the laptop, I had files at home, my second job and my office. Now that the laptop is broken, I once again have work everywhere. Had I known Gateway would not honor their warranty, I would have gotten the Compaq brand offered from Troll.

I talked to a computer tech from my church and he said the monitor hinge may have been too tight. I could understand Gateway charging me some fee to investigate the damage, but it seems unethical, if not illegal to require payment for a product BEFORE the equipment is checked. I can't afford to pay $700, my job is funded by private grants and there is no budget for this type of expenditure.

Although I received the laptop for "FREE", it cost $1500.00 in books to receive the points to "purchase" the laptop. That represents approximately 2000 books that could have been purchased with the bonus points received (22,500).

Richard of Chicago isn't singing Gateway's praises either:
In August 1999 I bought a Gateway Solo Laptop. Right out of the box it did not work -- the CDROM drive was not recognized in Windows. After 7 calls to tech support, the problem was not fixed. Gateway refused to replace the computer or refund the entire fee for it. They shipped me a box and said return it for repairs which will take about a month.

My credit card company advised returning it with a letter explaining I did not want it back and they would be reversing Gateway's charge. I did, and heard nothing back. In January, 2000 Gateway sent me a collections notice. I replied by mail and explained I had mailed the system back to them, providing the Fed Ex number, date, and address. Two Executive Response Team members called me at home during the business day, and did not respond to my two voicemails to call me at work.

In February I received another collections threat. After a 45-minute call across three departments and three staff, I learned Gateway fixed the system and shipped it back to me via Airborne Express. Airborne Express confirmed that the delivery person left the package in the floor at the front door of the building, and no signiture was required.

When confronted with this, Gateway claimed they were not obligated to accept the return shipment at that address, and that I had signed for the package. They were not responsible for the shipping company leaving it at the door of the building and did not believe this had happened. They promised to investigate and call me back. It's been two days since this last conversation, five since I requested the tracking order, and I've heard nothing yet. I hired an attorney and we will see whhat happens. Damages: Probably 10 to 15 hours of lost time spent dealing with this, thirteen phone calls, and a hell of a lot of frustration.

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