Complain about a product or service

Gateway Service

Mark of Port Huron MI (08/31/08)
I've purchased a gateway computer model # GM5632E from Best Buy on 1/11/08. For the first few months the system ran as it should, but then my video card started to malfunction. The card started ghosting images and displaying vertical lines on my screen. Called Gateway and they sent me out a new video card to replace my old one. That didn't solve the problem. Furthermore, my system started to shutdown without warning. I contacted gateway and sent my system in for repairs as they requested. I received my system back two weeks later.

After a month my system started to have the video card issues and would again shutdown without warning. Contacted gateway, and again sent my system in for repairs. Little less then two weeks later, I received my system back. Only after about 3 weeks the system again started to shut down and the video card was acting up as stated earlier. Called gateway, sent my system in again, received it back 2 weeks later and my system started with the SAME issues all only after a running it a month.

Contacted gateway and requested a replacement computer since my system is obviously defective. They told me the ONLY option would be to send it in again for repairs. I refused and sent in a letter to their Executive Response Team requesting a replacement computer on 8/14/08. To date, I haven't received a response to my request. After repeated calls to get a replacement computer, every call ended with my ONLY option just repairing my defective system.

I've spent countless hours trouble shooting my system, calling tech support, and shipping this defective unit to gateway. I've made 22 calls to gateway to fix this issue with the average call lasting over an hour. The loss of productivity as a result of not having a functional computer amounts to a lot of time and money wasted while dealing with a company that does not honor their warranty.

Larry of Arlington TX (08/30/08)
On 8/22/08 I purchased a Gateway Monitor Model HD2201 from Circuit City. The CC web site clearly showed this model to have PIP (picture in picture). I purchased this monitor for this feature. Next thing I know is that I spent off and on at least 8 hrs on the phone with Gateway about this feature. The customer service was terrible, at one point they claim no responsiblity to their product and wanted to charge me to diagnois the problem with PIP. The bottom line is that their manuals on their web site did not correspond to the model I had.

I told one the personal to give the part # of the manual they was using. Needless to say it was not the same manual I got with the procuct. The product had the right manual, however the company was using manuals and advertisement use relating to the model HD2201 which had PIP in prevous model and many other conncetions that they did not have on the new model.

I contacted CC (Circuit City) and they within an hour change their web site. Finding the manufacture gave wrong information to the people selling the product. I know cause I found that the Gateway web site on wrong information far as features and ablities regarding two different models of monitors. Even a Senior Tech. called me while I was exchanging the HD2201 Monitor for a FHD2401 with PIP. He stated that there is a problem and that the HD2201 does not have PIP. However Gateway refuse to change their web site and the manuals for the tech support.

What this boils down to, it is false advertisment and consummer fraud to sell a product with manuals and advertisement that does not correspond to the product mention. Even the FHD2401 monitor has the wrong manuls on their web site and clearly shows more connections than the monitor has. The sad thing is the people at Gateway are the most rude people I have ever dealt with and when I called Corporate with their hard to get number! They never gave case # or hand any countablity on complaints.

The problem is with all this, is that I had to purchased Monitor bigger and more exspensive than I wanted to get PIP. Which was offered on prevous Model HD2200.

Jennifer of Fort Wayne IN (08/19/08)
I have sent my computer into gateway 3 times over the past two months. When initially being set up for service in June 2008, I was told that my motherboard was faulty and would be responsible for the damage due to customer induced damage by a charger. They told me it would be $499 for the repair. I asked for the laptop to be sent back to me because I didnt believe I should be responsible.

Upon contacting Gateway again they decided to set it up for service again and they would repair the laptop at no charge and sent me a brand new charger to use as well. When I received it back on 7/25/08 they had not replaced the motherboard, they had only soldered the motherboard, but they were going to make me pay $499 for a replacement. Gateway is supposed to currently have my laptop in for repair for a safety evaluation.

When I received it back on 7/26/08 I plug in my laptop and after a few minutes I started smelling burnt plastic. I found that my laptop was burning. My battery on my laptop started depleting at a fast rate, it would go from 100% to 75% to 34% then completely shut off. I removed the plug from the computer and it burnt my finger. If I had not been around my computer it could have done a lot of damage.

I called on 7/28/08 and spoke with Marco Level 2 tech support and they set it up for repair again to do a safety evaluation. I sent it by DHL on 7/29/08 and by he tracking number from DHL. It was delivered on 8/4/08 and signed for by Adam in Waco, Texas. I have tried calling to find out the status of my repair and was told that they have no record of it being set up and that the only way they know they have it is by the tracking number that I provided them.

I have called numerous times regarding the issue and on hold for over 2 hours trying to speak to someone in service operations. I cannot get a straight answer from anyone regarding my laptop. I am told to call back in two days for an update, I call back and they tell me the same thing again. I have been advised that [they] have closed two repair facilities and that is the reason for the delay, however no one can actually verify that [they] have my laptop other than the tracking number provided by DHL.

On 8/18/08 I called and spoke with Service Operations and Transferred to Level 2 tech support again. I was told that on 8/15 Gateway Service in Templeton, TX had the laptop and that they didnt have the part for it and the laptop was being sent to Tennessee for repair and then will be sent back to Templeton and then onto me. I was also told that if the batter was bad that it would be up to me to purchase a new one. If they found that it was a direct issue from the repair that Gateway did on my laptop.

I use my laptop as part of my business and it plays a crucial part in it. Everyday that I am without my laptop I am losing money on work that I could be doing. I am almost to the point where I am going to have to go out and buy a new laptop to be able to work.

Robert of Essex MD (08/18/08)
Bought a laptop for our daughter, back in June of 07. She seems to have spilled something on the pc. Worked find despite that. Sent it in earlier this year before the warranty expired, to have a hinge fixed that had broken. Upon receipt of the computer they called and said they wouldnt fix it because of a spill. I informed them it wasnt sent into be fixed internally, only to have the hinge fixed. They decided to repair that. I get it back and my daughter informs me she can't get it to work.

I look into the matter and discover the tech left a Quanta Manufacturing Test Engineering CD in the system with the BIOS set on boot to CD. I removed this and get the system back up and running. A short time later she informs me that it isn't accepting any form of charge. So I call Gateway up again. This time im informed it's out of warranty. I explain the problem, and the interesting find of a CD they use still in the system. Question why it was left there when there had been no need to check anything internally anyway, or to open the system at all. He tells me he will authorize it to be fixed and appologizes, insisting im right they shouldn't have gone to that extent.

Now I'm being told once again. They will not fix the machine due to a spill on the hard drive. Even after it was agreed it would be by a prior person in their establishment. And explaining yet again the problems I incountered with it since it's arrival home. The only recourse of action now is to contact by mail. As there is no public phone recourse that I'm aware of to contact Corporate. Or that the tech support was willing to give (hard to believe they have no numbers to their own company). Or call the South Dakota Attorney General's Office and see if they can force the issue.

It has set my family back the money we paid in good faith for a quality computer. Along with demoralizing my child's faith in any establishments word of trust, that anything promised will be handled accordingly.

Joe of Manassas VA (08/14/08)
My hard drive failed on my 2 year old gateway mx6441 laptop. I tryed to get the hard drive replaced because it is out of warrenty. I didn't buy the extended warrenty because I didn't think it would break this fast. I had to pay 164 dollars out of my own pocket at a local repair shop because they would not help me any.

After I got the hard drive replaced, my system recovery cd would not work right. I tried to get them to send me a set for free, but they are making me pay 20 dollars for shipping and handling by fed ex when they could been sent by us mail for less.

Nikoli of Fallon NV (08/12/08)
I have bought 3 computers since 1997 from Gateway. Up until now, I have had no complaint against the computers, or the service. But lately, it takes forever to reach them, I sometimes get connected to Tiger.com instead of customer service, and customer service, basically, sucks. My new computer has Windows Vista, and as long as I keep up my patches and virus stuff, I have no particular disagreement with Vista. (But I do wish Microsoft would publish a manual on how to operate stuff!)

But my free tech support' which has always been handled well before is now essentially non-existent. No matter the problems, even though I am still well inside my one year of FREE tech support, I get told to call their fee for service line. Also, I am DESPERATELY unhappy with their finance company! I thought MBNA was bad. I had never met these idiots before!

The phone system is set up for THEIR convenience, rather than their customer's. It is ALWAYS an endurance test getting through to tech support, and then they don't tech support me! I feel well and truly screwed! Some fine way to treat a third-time customer.

I'm just very unhappy. I won't EVER buy another Gateway, until they return to the company they were.

Jaime of Anna TX (08/06/08)
I have talked to two other people in my situation with a Gateway Notebook. Do not plan on it lasting much longer than the year warranty. My hard drive went out 2 weeks later. My friend Penny's went out 3 days after the year. Then a Coworker's went out a couple of months after the year. A laptop is a big expense. It is a shame that you can not get a decent amount of use out a a product. I will listen to my husband next time.

William of Buckeye AZ (08/06/08)
I purchased a Gateway Desktop computer, model# GM5478 on 10 September 2007 from Best Buy. On 10 June 2008 my computer went down in the middle of the night. On 11 June 2008 I started the process of working with tech support on trying to resolve the issue. It soon became apparent that my computer had suffered a catostrophic failure and would need to be sent in for repairs. On or about 15 June 2008, I sent the computer back to Gateway via the box and shipping they provided me expecting the MAXIMUM turn around repair time of 3 weeks, as per their represenatives.

After a week had gone by, I called Gateway Retail Support at 1-877-285-6043 to check on the status. They begin to tell me that the computer was in final imaging, which means the repairs have been made and that the hard drive is being loaded with the original software and operating system. Four days later, I called to see what was happening with the repair and they told me the motherboard had failed the test and that the motherboard was on back order and it would take 2 weeks to get it in. On or about July 21, 2008 I called and they told me the motherboard was in and the computer was being repaired and I should recieve it the following week.

At this point, I had lost my belief in anything they have told me, so I call back on July 24, 2008. They begin to tell me that the repair location in Chino California has been closed and my computer has been shipped to Temple, Texas and that this location has my motherboard IN STOCK and it will be repaired at this facility instead. As we talked on the with an agent named Paul, he researched a little further and told me that Temple, Texas had recieved my computer on July 22, 2008 and that my computer would be shipped out and returned to me in 7-10 business days.

Friday, August 1, 2008 I called and they told me that their system was down to call back on Monday, August 4, 2008. I called back on the above date and the system was still down. Yesterday, August 5, 2008 I called back with the same answer. My wife then called back the same day and the Gateway agent named Vinnie agreed to replace the computer. This morning, August 6, 2008 I just happened to get in touch with the same Vinnie. He stated that he cannot issue a replacement because their system is still down.However, I still do not believe a word any Gateway agent tells me at this point.

I am going on 9 weeks without my computer and frankly I am fed up. I limited warranty states that Gateway will do: attempt repair of the system, 2. Replace the system or 3. refund the DEPRICIATED VALUE of the computer itself. I am reaching out to this department as I have read via the web of many other complaints about Gateway and their warranty. I believe that if they cannot stand behind their product they should NOT be in business.

Since I am a student studing Microsoft technologies, I bought this computer to help me earn my certifications in the IT industry. It is a tool that I rely on. I am a student with TechSkills and have just a few months left to complete my certifications according to my ONE YEAR deal. This computer issue has set me back off pace of completeing my GOAL of MCSE in my alloted time frame.

S of Los Angeles CA (08/01/08)
Three years ago I bought a Gateway computer, paid cash. During the first week I had it, it keep crashing to the blue screen and giving me odd messages. I had to keep calling them and most of them were unsure of what was wrong. Finally, after the loud noise it made never stopped, they sent a tech who replaced the hard drive and discovered the modem was bad, that's why all the messages, and he found a broken wire.

Since then, twice they have had to replace the modem, the mother board, the fan, and now....when the extended warranty was up...the lousy piece of crap died. I could have extended the warranty for $199.00 a year..NOT. Instead I bought a beautiful new Dell. What a difference..a delight. Honestly, it was the worst piece of computer junk I have ever had..and I started out with a Packard Bell which was a lot better than this thing. Customer service sucked as well. I will advise everyone never buy Gateway!!!

I had to replace the piece of junk and glad I did. It caused me a lot of stress having to constantly reformat it and losing my work on it.

Ronnie of Mccomb MS (07/31/08)
notebook has been returned 4 times for repair. have requested a new system or refund

have lost lots of business money from system being out of service

Vickie of Danville IA (07/30/08)
I have ordered from Gateway in the past! In the years of 2000 and 2003, both time I have been quoted what my payments would take 36 months to pay off the computer! June 2008 I ordered a laptop and was quoted monthly payments of $26.40 and once again 36 months to pay off the computer! I get my first bill and I made a payment of $20.00 which $17.04 went to finance charges, leaving $2.98 for principle. I called Gateway when I receievd my second bill and it was for $25.00 and the interest would be 25.99%, WOW at that rate I will be paying for 8 years and 3 months I was informed, making the computer $2500.00!

I only financed $800.00 fot this laptop! I'm really upset that I was tricked into this. I don't make alot of money and can't afford to pay much more then What Gateway and I agreed on $26.40 for 36 months! With them being honest with me the first #2 times I ordered a Gateway Comouter I trusted they were being honest with me now, WRONG! I even asked to return the laptop in the origional box with everything it came with but they won't except it they told me when I called and asked them! They won't even return my calls! Very Upset with Gateway's dishonesty!

I was only to pay 36 month, but with the finance charges I'll be paying 8 years & 3 months! A $800.00 laptop will cost me $2500.00 A BIG DIFFERENCE!

Gail of Albrightsville PA (07/25/08)
I have been having problems with the desktop model GM5480E since May 2008 I purchased the computer 9/1/2007, since then I had 2 keyboards. Since May 2008 I have had problems with the tower. Gateway sent a new hard drive than and to wait for the system disks. The hard drive was not the problem.

Sent it to them got it back it worked for a week than another problem, it kept freezing up and slow. received it back and now I can not test it because they key board again is no good. 7/14/2008 they were to send another keyboard it is now 25th and no keyboard. I called and they said it is backordered. They give a 90 extended warranty on the service parts, which I can not test because of the keyboard issue. NO ONE wants to help in resolving the problem. I am always told that I have to send it back to them. TIRED of this I want the problem resolved or a new computer. I placed a complaint with Home Shopping Nework (I purchased though them) I also complained to my credit card company (American Express) PLEASE HELP

Troy of Douglasville GA (07/25/08)
my hard drive stopped working again because the gateway notebook overheated.. This is about the 5th time it has happened. They wont help me and keep saying it just happens

loss of business and frustration

Sally of Auburn NE (07/25/08)
I bought a lap top computer for my son for xmas in 2006 with the accidental warranty that covers spills, physical damage and things like that. It was an additional warranty that we bought to cover all liabilities. My sons cat peed on the computer and we had to send it in to customer service. They replaced part of the computer but refused to fix all of it stating that cat pee was a biohazard and that isn't covered. If he had spilled a pop on it they would have covered that.

I have read the warranty over and over and their is nothing in there about not covering urine. The warranties we bought were a third the price of the computer to prevent this from happening. Gateway says our warranty is no good and they will not service us anymore unless we pay all costs. We have tried to contact them but they take the information and never get back to us.

My son uses his computer for his job so this has hurt his business. This computer was not cheap so to replace at this time is not possible. The cost of the lap top was 1293.00.

Troy of Ft Lauderdale FL (07/12/08)
Gateway computers have been shown to overheat and causes damage to the hard drive I have had 2 that do this and they will not help me

2 computers damaged more to follow someone help please

Larry of Baldwinsville NY (07/09/08)
Two weeks short of the one year warranty expiring the mother board of my GT4024 failed./ Gateway replaced it. Subsequently the USB ports work intermittently at best. Gateway tech service suggested that I download and install new drivers. Did that - the USB port still don't work properly. I then spent the money to have a full system restore done professionally.That did not solve the problem.

I think it stems from the replacement motherboard that they installed.They offer no help at Gateway other than to pay for their out of warranty tech service to solve the problem. Why would I think they could solve the problem now if they haven't been able to in the past. I don't think they have a clue about the problem. I'm certainly not going to pay them to prove it to me.

I'm out approximately $650 that I paid for the computer. It looks as though my only choice is to replace it. Rediculous choice for a two year old machine.

Daniel of Raton NM (07/08/08)
Ok I ordered a new computer system and also a New Plasma TV from Gateway.I did this in order to lower a current bill that I have on a TV that I got from a rent to own place that is $200 a month with gateway its only $75 a month for TV and Computer see what I mean. Got the computer fast I think about five days but the TV didn't come so after waiting about a week I call Gateway and they tell me that it was lost and will take 72 hours to get another one shipped

so 3 days later I call to find out tracking #'s for the TV and it still has not been shipped so they say sorry and it will take another 72 hours to ship well to make a long story short today was call 4 and the TV still has not been shipped and it won't until they are done investigating what happend to the first shippment and now I got my first bill in the mail and still do not have the full order. Made the order on June 8th and still no TV.

Now instead of me being able to turn my old TV back over to the rent to own NOW I HAVE A PAYMENT OF $200 PLUS THE $75 FROM GATEWAY A MONTH and the chic on the phone from Gateway said it could take another MONTH maybe longer

Jennifer of Dallas TX (07/04/08)
Gateway did not pack any type of restore discs with my laptop (MX8738). Using Gateway's factory restore by pressing F8, the hard drive crashed. Now Gateway wants to charge me $20 to replace discs I never even got, even though the computer is under warranty. I can deal with the rudeness of the staff and the subpar performance of the computer, but paying for discs I never even got is the last straw for me, especially since the computer is still under warranty.

PC is currently nonfunctional.

Thomas of Spring TX (07/01/08)
Bought a Gateway Laptop MT3423 last July. Nine months later Gateway has had the computer for 2 months. I have spent hours on the phone. The worse customer service I have ever encountered. Circuit City won't help even though I paid over $300 for an extended warranty. Had I known that Acer now owns Gateway I would never have bought it. There is no way to describe the horror dealing with Gateway and there is no end in sight.

Linwood of Cameron Mills NY (06/27/08)
Bought new computer in 2000, we thought our inexperience was the problem but by 2002 knew the computer was no good. Many tech service calls, sent back to gateway at least once, after about 14 months during which computer actyually worked about 3-4 months it begcame unusable and has sat in our breezeway (enclosed) ever since. They finally told us we were on our own and could have it repaired wherever we wanted to at our expense.

unfortunately I was not aware of this site until recently so it may be too late to recover damages from the Gateway computer that was essentially defective when manufactured.

In a nutshell, we paid nearly $ 3000 for a computer that was defective from the start, never worked right, and is now inoperative.

Blain of Rowlett TX (06/27/08)
My Gateway computer was purchased in February, 2007. In October, 2007 - still within the warranty period - an electronic short developed in the charging system, so the computer would not charge nor work on A/C power. The computer was repaired under warranty and returned promptly. In January, 2007, the exact same problem occurred. Again the computer was returned under warranty, repaired, and returned. The computer was then taken to Ecuador on a mission trip, and within days the exact same problem reoccurred (third time). Gateway refused to pay to ship the computer from Ecuador for the repair, so we had to wait until the computer was back in the States (May'2008).

I again contacted Gateway, but the response was that now the computer was out of warranty and they would not cover the repair. After HOURS of phone calls and research on the Web, I was finally referred to Gateway's Executive Response Team. I spoke with Justin who told me that they would cover the problem and he stated that he would send out a box to return the computer. After waiting over a week with no box, I tried to recontact Justin at his personal number, but he never answered the phone and would never call me back despite numerous messages. I called Gateway's corporate home office, and they transferred me to Cory Peters, also in the ERT, who stated that he would personally make sure Justin returned my call.

After several days of no call back, I again called the corporate office and this time was transferred to Phillip. Phillip told me that he'd make sure the box was sent out, but again after a week there was no box. After another call to the ERT, I finally got a call from Phillip and a box appeared at my home a few days later, June 11, 2008. After waiting almost 2 weeks to hear a response as to the repair status, I called Phillip back, but now his number shows to be a non-working number. I have since been unable to get a return call from anyone in the Executive Response Team and am at the end of my rope. Of course a one hour phone call through the normal customer service channels accomplished nothing. Thanks for any help you can give me.

Jared of Little Rock AR (06/25/08)
Recently my computer went through a malfunction that required only a minor O.S repair. Being an aeronautical engineer I am very familiar with computer software, hardware and various technical components. All I needed was to install or recover a corrupted driver; however [Gateway] never supplied me with the drivers. I have had this computer for only 2 weeks. [Their] customer service representative was not helpful at all and even demanded money for the recovery cd, which should have been supplied the manufacture.

I am totally outraged with the customer service, manufacturing process, and management. Being a part of the high tech industry you have just lost one customer along with recommendations to my fellow colleges, unless I can get some sort of redemption on my frustrations, time and money loss.

Karen of Grottoes VA (06/23/08)
This computer was also bought to help a disabled person try to make money from home. I bought this computer in 06, 5 months later the motherboard burnt up, sent it in to be repaired and now 1yr 7mos later it burnt up again I called and they said they can't do anything as their guarantee's are only for 1 year. Well I did not spend money on a computer only to have it die in 2 years.

You can not reach none of the upper managment and all you get from sales and support is run arounds, oh and I was never offered the option of buying an extended warranty.. Unless I get a responce to this email I will also be putting this letter in the hands of the better business burea as this is nothing but fraud, if the other business's has to own up to their mistakes by our governments then so should Gateway One more thing I am also sending this into our Governor to let him take it to congress and see what can be done 

Kristi of Colchester CT (06/20/08)
I purchased a Gateway Notebook Model ML6228 in Sept. 07. Unfortunately, I had a liquid spill in December, and nothing I could do would get the machine going again. My local pc repair shops said it would cost several hours labor & there was no guarantee they could get it going again without major cost. I decided to call Gateway to have them fix it or just refurbish it. I paid the $250 repair fee, they sent the box & I sent it in.

Of course, they said the motherboard was shot so the total repair was costing me $36 more than the entire notebook cost me 3 months earlier. I figured I would have to buy something anyway, and I liked the feel of the notebook, so I authorized the repair. I received it back (after 5 weeks!) and even noticed some of my files were still there. I started it up but none of the USB ports read my travel drive or cameras. I called the Retail Service Operation Dept. (who set up the repair) and they told me to call Tech Support.

I called Tech Support and they told me I had to send it back - the repair was under their warranty and he couldn't help me with anything. He seemed very concerned and said he would put a rush on it for me & was very apologetic. I rec'd another box & sent it back again. Someone called me a week later to say they tested the laptop & nothing seems wrong. I told them what was happening - my travel drive & cameras worked fine in every computer I tried, but the notebook said it didn't recognize them. They said they would have them test again. I received a missed call with no voicemail from Tech Support the next week.

Then, the following week, the notebook is on my front porch. I opened it last night & tried it -- nothing! SAME problem! I called Tech Support ASAP and once again, he's very apologetic, but I have to send it back AGAIN! He says he doesn't understand why they didn't fix it properly - apparently, they think they did. I don't understand it - I asked if I could take it to a Best Buy or somewhere that services Gateway - he said he didn't know of anyone that serviced Gateway, yet on one of my earlier conversations with Tech Support, the woman told me I could have taken there.

This has been an extremely frustrating & expensive experience. I've paid over $1,000 (for a low-end notebook) and I still don't have a working notebook. I just want them to replace it completely at this point. I'm also purchasing a notebook for our condo office & you can bet it will NOT be a Gateway!

I have paid twice the amount I originally planned on and still don't have a notebook! Now I will be without another one for several weeks more!

Carolyn of Baldwin City KS (06/15/08)
On 10-13-06 I purchased a GT4022KB at Best Buy in Lawrence, KS. I also purchased the Extended Service Plan. In April of 2007, the Video card went out on the desktop. I returned it to Best Buy and they replaced it w/a new card. Then in Sept of 2007, the computer died. I returned it to Best Buy where the did testing and said it would need to be returned to the factory. I called the factory, I assume. A box was sent to return the computer to them, which I did. It was repaired by a jmramirez and returned in late Oct. and I called several times. It had apparently been sitting somewhere, but never shipped. When I finally got the computer and opened it, the center section w/the Gateway logo was missing.

After calling I was sent another box and told to return the computer. I did. The next time it was returned, after several more weeks, the front panel, that slid up and down was broken. I called again and was again told a box would be sent and to return the machine. So I boxed it up and returned it. The first time it was returned the paper returned said boot failure. The second time it was returnedthe paper said again boot failure and was repaired by a LJMENEZ. I didn't understand how it could be repaired the first time for boot failure. Never even plugged in or turned on and when returned the second time repaired for the same boot failure.

 I waited and waited and called and no computer and it was again sitting somewhere waiting to be shipped. By then it was Dec. and a refurbished computer was returned to me. I had to argue w/the tech. to have W/XP installed instead of Vista. In the mean time of waiting for my computer to be repaired and returned I had to purchase a new laptop. It was NOT a Gateway. The computer that was returned this time was a different model and only had 1 drive. My original desktop had 2. Again I called and was told the model GT4022 did not come w/2 drives.

On Jan 23, 2008 I faxed a picture from the front of the book that came w/the original computer showing the 2 drives. By now I told Linda I wanted my money back and they could keep their computer. My money couldn't be returned, I couldn't get a new computer, and that was that. Then approx. 5-6 wks ago the computer just died again. I again called Gateway and was told I could return the computer. I was so upset by the situation, I wasn't going to return the computer, as I didn't know what would be returned. So a new? power supply was sent to me. I haven't had it installed yet and asked if I did it would my service contract be voided? Noone seemed to know.

I just want my money back so I can purchase another computer. And you can bet it will NOT be a GATEWAY. I've told everyone I talk to that is thinking of buying a computer to NOT purchase a Gateway and I will continue to do so.

The consequences of not having a desktop besides losing all my files, business documents, emails, pictures and business information, I can't calculate. It seems like I've been w/out the computer more than I've used it. It has been very time consumming retyping all my documents onto the laptop, and I still haven't been able to reenter all. I'd still just like my money back and what ever is salvagable on the old machine transferred to the new one.

Michelle of West Palm Beach, FL (06/05/08)
I bought a gateway laptop from Best Buy. I have sent it back to them three times now within one year. The first time I sent it to gateway, the speakers stopped working. The second time I sent it back to gateway, there was dark spots in the screen. The third time I sent it back, the speakers are not working again. They have directed me the the Executive Response Team.

I cannot get any assistance with this latop and I think it is a lemon. I lose money and business everytime I send it it.

Jeffery of Millinocket, ME (06/05/08)
purchased a notebook pc from best buy and notebook has the one year fix policy on it's product. i contacted gateway directly to find out if they would repair my internal wireless card. it wasn't connecting to the internet like it should. i went to speed test.com and the site tells you your speed. well, it was slower then dial up for the results, yet there was no problems with the internet service. the notebook had never done this before.

i manualy hooked the note book direct to the router by the cable and it works ok. this is not what i bought this notebook for! i bought it for the wireless capability.

gateway informed me that they weren't going to honor my service agreement that they issue with all their computers for the first year--mine isn't even a year old yet. i still have three more months until it expires.

Ellen of Hewlett NY (05/07/08)
I have a Gateway Desktop. In February 2008 I called technical support for a problem and was told that the tower had to come in for repair. I sent the tower in and came back to me with a new motherboard.

In March 2008 another problem occurred concerning the hard drive and the video card. The problem was that I was not able to do a recovery. Also, the dvd/cd rom drive drawer would not open. They sent a new drive which ended up to be the wrong one and had to be sent back.

Gateway sent me a new hard drive and video card and guided me through the installation of same. The computer did not recognize the new hard drive and had to be sent back for service. Came back to me.

Had to call technical support a few weeks later for another matter and was instructed to do a repair which involves the same process as a recovery. It did not work, since they did not fix the hard drive in the first place.

I was told by customer service to call a level 2 technician which I did. I spoke to a tech named Tim who got the system to recover but after recovery completed I lost the internet, sound, among other things. I called the Tim back and he said you need to install the drivers and applications. He sent me the disc, installed the drivers and applications.

On April 28 the tower had to go back for service due to the brand new video card blew out and the cd/dvd drawer was still not opening. The tower is back in service and now I find out that it needs a new motherboard again. I was told they put in a faulty motherboard back in February. These machines are supposed to be tested before they are shipped back. Guess that never happened.

On May 7th I called a level 2 tech support to inquire about getting a new tower. He transferred me to returns which was the wrong department. I had to call level 2 tech support again and now I was told I cannot get a replacement tower until my tower comes back from service. I was also told they lost the cd/dvd drive which was in the box with the tower. They do not have a motherboard and are waiting for the motherboard to come in and have no idea how long it will take.

Each time this computer goes in for service I lose everything. They have reinstall windows and I have to start from scratch. Three times in the past two month almost three months to be in service for the same thing is a little much. I have written two letters to the corporate offices, emailed the executive response team and filed a complaint with the Better Business Bureau all to no avail. Nobody has responded.

I have no computer. Computer needs another motherboard for the second time, a new video card for the second time, a new cd/dvd drive, and the hard drive to be repaired for the second time so that I can do a recovery. The fan has to be fixed for the second time. Nothing is working.

Karen of Round Lake Heights IL (04/27/08)
I teach college in 3D multimedia courses so I purchased a high end computer from Gateway in August 2006 with a three year 24/7 service agreement in order to prepare coursework at home for 300 and 400 level college courses. The computer was delivered right out of the box with broken speakers. In order to return the speakers, despite my service agreement, I had to repack the speakers, provide my credit card as collateral sending the broken speakers back to Gateway and if the speakers were lost by the carrier, my credit card would be charged for their broken speakers. I elected to replace the speakers on my own. Short time later, the monitor went dead...a black screen. 2-3 weeks were lost while arguing with Gateway that I had no monitor, which they denied was possible, despite the service agreement that I paid for. Finally Gateway issued an RMA #, the monitor was returned, again insured by the collateral of my credit card to replace their broken equipment.

Shortly after the new monitor came, apx. October 07 the PC was malfunctioning so I began calling Gateway for support. Six weeks passed talking to Gateway techs who wasted hours of my time putting me on hold, repeating the same sequence of no-help, prescripted responses while the computer continued to not operate at all. Dozens of calls to Gateway were recorded from October 07 through January 08 while the computer did not function at all. Consequently no work was able to be completed. Finally in January 08, after hours of arguing, Gateway admitted their hard drive was broken, authorizing one of their techs to replace it. Once the broken hard drive was replaced, the computer worked -- marginally but not at optimum efficiency.

Having lost so much time chasing Gateway under a service agreement I paid to keep the system operating, arguing with the techs who insisted the issues were software related, i.e, not their problem, despite the fact that all software had been tested at my college campus with NO ERRORS, so the only problems could be Gateway hardware. I demanded a refund because the computer had become a black tomb incapable of what it was purchased to be able to do. This system holds more than $20,000 of high end software applications that are rendered unusable when the computer does not operate. When the computer is unusable, coursework does not get prepared, student work submissions can not be fixed, essentially all work comes to a halt or I am forced to drive seventy miles to school to use computers on campus because my Gateway home unit is UNDEPENDABLE.

I do not have the time nor money to donate to Gateway for equipment that does not work. Gateway insists all these issues are software related, i.e., not their problem. However, everything that broke was HARDWARE manufactured by Gateway. I filed complaints with the BBB and the Illinois Attorney General. Both the BBB and the IL AG corresponded with Gateway. The BBB posted this issue to their website but had no authority to enforce my demand for a full refund so I could purchase a reliable system.

The ILL AG suggested I contacted a private attorney to sue Gateway for breach of contract but that throws more money and time down a lost cause drain. These giant corporations who sells expensive equipment to consumers, that ultimately do not work, leave no alternative remedies available to the consumer. What I paid for does not work. I want a refund to purchase a system that does work and apparently once a large corporation says NO everyone sticks their head in the sand and obeys that corporation regardless of all circumstances connected to the issue.

Gateway refuses to issue a refund. There has been an enormous and documented waste of time and money chasing Gateway regarding their faulty equipment. No recourse is available to consumers when dealing with corporations unresponsive for their products.

Walter of Townsend DE (04/26/08)
Dear Potential Gateway Computer Users, Before you purchase a Gateway desktop PC you should read this. I purchased a GTE5238E serial in December of 2006. I have owned over a dozen PCs in my lifetime. But this one was by far the worst $1200 dollars I ever spent on a PC. After 15 months of minimal home use the mother board crapped out. Yes there was surge protection. And no, I did not have an extended warranty. I had 3 profesionals look at it and shake there head.

I talked to a couple of Gateway customer service reps and one even agreed with my when I said I got a LEMON. I asked for some kind of discount on getting it repaired and that was not a Gateway policy?. No wonder this company is on its way out. Needless to say I will not spend a penny on this piece of junk. I am in the IT field and I will be sure to let everyone I possibly can know of my experience with Gateway.

Allan of Norcross GA (03/21/08)
When I used Gateway's 'chat with service rep' to find out what memory I needed to upgrade my NX270 memory from a meager 512K, the agent (Sherry_GWPS011) refused to tell me 'what' memory I needed, only that I could buy it through Gateway. When I pressed her for a response she disconnected the chat.

This is terribly poor customer service.

Valerie of Lancaster CA (03/20/08)
I purchased 2 gateway GT4023E computers. I purchased one for may daughter who was going away to college Aug 06 and 1 for myself in October 06. Immediately, my computer began to have one problem after the other. It was in for service 4 times, each time they replace the motherboard. My daughters computer began having the same problems recently and from my own experience I knew that her motherboard was about to go out. She contacted Gateway and they told her yes, the motherboard was bad and because her warranty was expired they could not do anything for her. I contacted them today via the web and I was told that the motherboard that these computers have is not available and was offered to buy another computer from them. Are they kidding? I will never buy another Gateway computer. These computers have been nothing but problems and their customer service is awful. I believe that they are selling computers with compromised motherboards or something in the way the systems built is causing them to fail. They should have offered a replacement motherboard or computer that is reliable. They just give you the runaround. I have owed several computers in my lifetime and to date have a 1998 compaq still running. This is simply unacceptable.

I have spent so much time talking with them; boxing and shipping my machine and being without my machine due to their faulty products. I happened to use mine for a small home business. Now I have a daughter in college who needs her computer for school and it now has failed as well. I was going to just buy the replacement motherboard and have it installed but they don't have any.

Marie of Denver PA (03/12/08)
I began calling Gateway Tech Support approx 2/1 when I could not log into several critical, but not all, internet sites on my desktop. Since it was determined that the problem was not with the internet service provider, I have spent countless hours on the phone troubleshooting the problem with Gateway support staff. Almost each time I call, a new tech joins the problem resolution, and after re-explaining the situation, they start from scratch reviewing the lengthy documentation on file and inevitably request that I repeat many if not all of the previous steps we have taken to resolve the problem and which have not worked. I am under warranty until 3/29/08 and feel at this point that I am being stalled, so as not to have to address the inevitable, i.e. that they cannot fix this machine. We have already wiped out the hard drive, and information which I had accumulated over several years has been lost, performed 2 system restores, then replaced the hard drive and motherboard, taken the computer apart while on the phone with them because the new drive/ motherboard did not resolve the problem. It was suspected that the Tech had left a loose cable, and finally I returned the computer to them for repair.

It was returned to me today, but with the same problem. The tech support team member tonight had me on the phone for approx 2 hours, again repeating steps we had taken previously, and then suggested that I call the sites I was having problems with, such as American Express and Ebay, although I explained that I have no trouble accessing them on a borrowed laptop I've been using. He then said he really didn't know what to tell me. I requested a supervisor and was told to hold several times, then that they were all busy, then that they were all in meeting. I was finally given a first name only of a purported supervisor, Camil and a badge # FL 5782, and told to call the regular number (listed above) to reach him tomorrow. This is a recorded message only. In the entire six weeks, I have only received a call back once after leaving a message on it. I fear that this process will simply continue until the warranty expires on 3/29 at which time I'll be told that it's no longer their problem. In addition, without the kindness and generosity of my neighbor, I would have been unable to access my banking info, or conduct business during this entire episode. My patience has totally worn out. PLEASE HELP.

I have lost approx 30 hours of precious time helping Gateway troubleshoot the problem, much of which was wasted duplication--and have been unable to conduct business or access my financial information on their computer.

Jeff of Bowling Green KY (03/12/08)
I got a laptop for my daughter who started college in August. The laptop worked fine for a while--until around the end of December when it started to glitch while it was coming on. When you tried to turn it off a blue screen with hundreds of white likes would pop up causing you to have to manually shut it down. I immediately called Gateway, and they said they would send me a box because my laptop was still under warranty, and it should not have been doing that. About a week later on a Thursday I get the box, and on Friday they picked it up. The following Monday we called to see if they had received it, and they said it was being sent back; they had fixed it.

I received the laptop back in a few days and turned it on, and it was still doing the same thing it had previously been doing. So I called a second time. I told them what it was doing once again, and they said that they had replaced the screen--that it shouldn't be doing it still. So they agreed to send another box. About a week later I received the box; they picked it up that Friday. I called again later that week, and they said they had to order a part for computer so it would be a while. I said ok, and they gave me a tracing number. About a week or two went by, and I finally got the laptop back. I turned it on; it was once again doing the same thing.

SO I called yet again customer service. The guy I spoke with was really nice, and he could tell I was upset by this. He said that it was mandatory that they attempt to fix it a least three times, and after the third time if they didn't get it fixed they would go through the process of sending me a new laptop. So I agreed to send it in one more time. They sent me the box; I received it in about a week, and again they picked it up on Friday. They had it this time for about a week or two again. I finally got it back today, and when we turned it on it was still glitching when it comes on, and now it is running very slow. They had completely removed the programs I put on the computer and put theirs on there. So I again called to see what could be done. I then spoke to a customer service rep. who was very rude and told me that the previous two times they had not been finding anything wrong, but yet they have been replacing this on the laptop.

So I asked many times to speak to a supervisor, and after holding on line for about 5 to 10 minutes I was finally transferred. The supervisor was very rude as well; she said that they would replace my laptop but only for a refurbished laptop; or they could send me another box, and they would continue to try to fix it. I just feel that I should not be getting a refurbished laptop for my new laptop, as I only had it a few months when it started to mess up.

In the result of this my daughter has had to go about a month or longer with out her laptop. We are having to schedule are time around when it's convenient for them to pick the laptop up or drop it off, and we have been treated wrongly by the customer reps. by them being rude when we have called and lying to us about what has been done to the computer. I just feel that this wouldn't be a big deal if they had fixed it the first time.

Jean of Selkirk OTHER (03/12/08)
I purchased a Gateway laptop mx6631 back in 2006. Two months after the warranty ended, I emailed Gateway about the surface coming off. They told me they were not responsible for this matter. The cd/dvd reader/burner is absolutely awful. Half the time it does not work with backups of data I've created. Now the hotkeys FN have totally messed up my keyboard. After trying everything and anything possible, I've lost work.

I lost a lot of my work and data due to the awful cd/dvd reader/burner as well as the hotkey FN coming on whenever it suits itself.  I've lost data. If I would've known that Gateway laptops were like this, I would have never spent $1,400.00 on this machine and put myself in debt to support such a company--and have to put up with the frustration of no support unless you pay.

Marie of Poland OH (03/06/08)
The hinges on my computer cracked and fell off.

Gateway said there was a defect in the notebook hinges but it was corrected. I was never notified about this defect and since I was out of warranty, I had to pay for the repairs even though it was discovered during my warranty.

Scott of Springfield MO (03/04/08)
I made the mistake of trusting an online sales person to actually have integrity. I wanted to upgrade my laptop to a 7200 RPM HD (250 GB) and get my memory upgraded to 4 GB from 2. They gave me the price breakdowns for each item and I made the purchases after VERIFYING TWICE with the sales rep, of what I was getting. When I got the sales receipt, I discovered the HD was not what I ordered or requested so I sent a quick note to Customer Service who then explained that they don't offer the size and speed of the HD in question. I explained that I did not want the drive. They told me to Delivery Refuse the item from Fed-Ex and when they receive it in TN, they would issue a credit within 10 business days.

On several occasions I contacted them to keep track of where the item was (they did get it back on Feb. 20th), but I am still without my refund. In addition to this, I have now been told that it has just now been sent to accounting and that it will be another 10 business days. What I am doing, Going to Best Buy every chance I get and letting EVERYONE who looks at a Gateway know that they are NOT to be trusted and that they would be better off with something different. Maybe if enough people said enough they would cut out these type of practices.

Joshua of Toronto OTHER (02/28/08)
I purchased a Gateway PC from Futureshop in August of 2006. As a student I felt that this computer would be reliable for me to use in my post-secondary studies. After a year and a half, the motherboard failed and I was out of warranty. The computer repairman in my local town said that he could replace my motherboard, however he quickly realized that Gateway's model of that motherboard was rare, and no longer manufactured. Therefore, there is no replacement motherboard that will support ANYTHING in my computer, including my Processor, and 2 gigs of RAM.

So I am sitting on my friend's computer right now, telling you that I have nothing left but a hard drive and I must now purchase a new computer. Gateway computers are NOT worth the money. I believe it is unfair that Gateway no longer even has a replacement motherboard for the PC I bought only a year and a half ago, and I should be refunded in some way.

Michael of Gaithersburg MD (02/27/08)
I purchased a Gateway Desktop DX system on 9/13/07 with the new Windows Vista Home Premium Edition installed. After having the computer for approx. 4 months the computer began to crash on a consistent basis. I called Gateway Tech support based in South Florida and spoke about this problem with them. The technician had informed me that the problem was not with Vista, but possibly with the hard drive. Since the computer is under warranty, a new hard drive was sent. Once I received my replacement Western Digital hard drive, it was installed that night. After taking about 3 hours to reinstall all the programs, the computer was finally up and running.

About 2 weeks go by, and the computer begins to crash all over again. After checking for the solution, the Windows Vista operating system indicates that the problem was caused by Vista. I once again called Gateway to complain about the problem. Tech support informed me that the item can be shipped to them for service under the terms of the warranty. The only problem is, I would have to pay the $40 plus for shipping. After complaining about having to pay for shipping, the supervisor from customer service speaks with me. The supervisor sounding like he was reciting the company speech, gives me the one time courtesy lecture where a box and label will be sent to my home for shipping. Then I was given the riot act in a diplomatic way where he utilized some acronym on how to handle upset customers. So, now I will attempt to send this defective and expensive paper weight in to get diagnosed. The supervisor closed the conversation by indicating that should there be a different problem with the computer, I would then have to resend the computer back and pay all shipping charges.

I find that Gateway Computers hasn't changed much since their wave of defective computers hit the market back in 1999 when I had another one of their defective computers which ultimately had a mother board replaced 3 times, hard drive replaced 2 times, and mouse replaced 2 times and the computer still never worked right. Shame on me for thinking that after all these years they would have improved. I guess in the end I am going to have to take a loss of approx $1,900 on a part time computer. Thankfully I have a Dell laptop that I can rely on to fill in for the time I will be without my desktop which was indicated to me to be about 2 weeks. However, the supervisor stressed that there would be no guarantee on whether the problem can be fixed, or how long it will take to fix it. The only thing he was sure of was repeating the typical corporate phrase refer to the terms of the warranty. I'll remember that line next time someone is interested in buying a Gateway computer.

James of Indianapolis IN (02/16/08)
I purchased a Gateway laptop in Aug. 2005. I have had the cover and hinges replaced three times under my Best Buy warranty because of cracks. I've been told this is a common problem with these laptops, but Gateway will not replace it. My warranty is almost used up, and I'm stuck with this laptop which has known recurring structural problems. This is the last Gateway computer I will every buy.

I have been without my computer for weeks at a time while it is being serviced. This has put my business on hold and forced me to find public computers just to do daily work.

Wayne of Savannah GA (02/13/08)
I purchased a Gateway Laptop Model M675 with a 3 year on-site repair warranty plan which expires in March 08. Since Oct. 07 have been waiting for replacement of the LCD Screen and cracked case. Gateway sold the warranty service to MPC and many promises have been made about delivery and all have fallen through.

Consequence is that I have been without the use of my laptop and have had to borrow or rent a computer when traveling.

Justin of Louisville KY (02/13/08)
I called the customer service for Gateway and they refused to help me AT ALL unless I paid a forty dollar fee! I was not asking for anything to be replaced. I only wanted to know what sound card my PC had in it and if there were more current drivers. They also said that if I paid that DID NOT guarantee that the issue would be resolved. This is a terrible policy. They have no real customer service department all they have is a customer exploitation department. I will never buy another Gateway. They lose me as a customer because they would not answer a couple of simple questions.

Tonia of Cotati CA (02/09/08)
I purchased a Gateway computer almost a year ago; the battery stopped charging after about 4 months. Noticed a gray dot in my screen with no color and sent computer in for repair of the battery. I questioned the gray dot. Gateway called me and told me they will need me to pay to replace the computer screen because I punctured it. I told them that is how I received it. As of right now, there is clearly no puncture in the screen. However, they refuse to do any repairs at all under the warranty until I pay to replace the screen. Worst company ever.

Loss of a computer that is falling apart--not to mention the time spent calling and arguing with them that I did not damage the product.

Laureen of Vancouver OTHER (02/02/08)
Since purchasing a notebook from Gateway in June of 2006, I've had to send it in for major repairs twice. In January of 2008 it is - once again - dead. Each time it goes for repair, the notebook is lost for use for at least six to eight weeks. This equipment is the worst I have ever encountered. I would strongly, strongly recommend against purchasing Gateway products.

As a result of losing the notebook for business purposes, I have lost a minimum of 12 weeks of use, which translates to approximately $25,000 of lost income.

Simone of Indianapolis IN (01/20/08)
My laptop shuts off and restarts and I also own three Gateway systems and a Gateway TV. Our desktop and TV seems work fine but both laptops we have issues with. The older one (3 Years) is the one that keeps restarting and for the brand new system the cord is coming apart. We will switch brands and leave Gateway alone. We buy new systems every few years and will never buy Gateway again.

David of Kennewick WA (01/08/08)
I have had multiple problems with the new, top of the line, quad processor. It wouldn't run 3d Max software, crashed often, USB ports didn't function, unusual behavior, and I had to spend one hour on phone with Gateway tech doing complete re-install of op system. I lost everything and it still doesn't work right.

I paid $4928.75 for their best computer and it is the worst computer I have ever owned and I started with an Apple II and have owned 12 different computers. I should get a new computer of the same type that actually works.

Christina of Torrance CA (01/08/08)
I got a notebook in June. On Dec 26th, I sent it to Gateway because the computer would not boot up. I sent it to them, I then got the computer back within 4 days saying all was okay and that it had a reinstall and reimage on the hard drive. Mind you everything, all the icons and everything else that was on my desktop were still there. My husband, who is a computer IT, said there is no way they did what they did. One day after getting the computer, it died again. I called them back and they had me resend it out and today which is 1/08/2008, I got it back and the thing doesn't even turn on. So once again I called them and tell them the issue AGAIN and this time the lady on the phone says that in the notes it says I need a new motherboard. Then why did they send it back to me saying all was okay? I am so mad. I want my computer. She even said herself that they are getting a lot of complaints about their repair center. It's not that hard to fix a computer.

I am losing money on my home company.

Jamie of Troy MT (12/17/07)
I purchased the computer at Best Buy on 4/14/07 and within months began having problems with the computer. I sent it in a few months ago because I was told by Gateway I would need a new motherboard. I am not able to even turn my computer on again and have been told that I will once again need to send in my computer. Last time I was without my computer for almost a month. Spring semester starts in a few weeks and I will need my computer. I have all of my finances (Quicken) on my computer as well as all my photos of my children. I have spoken with Gateway on numerous occasions and every time, I am told we're real sorry, we'll get the box sent out right away and get it looked at. When I spoke with the gentlemen this morning, I informed him that at this point I no longer wanted to have a Gateway computer that was so obviously a lemon and that I wanted my money back. He informed me that I would need to contact the retail store to discuss that. Best Buy has a 14 day only policy and will not accept it as a return. What am I supposed to do with this $700 computer I need for school that does not even work half the time? Please help, I just want to either have my computer replaced or get my hard earned money back!

As I stated above, all my accounts are kept with my quicken program. Without my computer, I do not have a way to balance my account. I do not have a way to do the work necessary in my semester coming up.

Robert of Westminster CO (12/14/07)
I bought a Gateway laptop in 2004, and with it I bought the 3 year warranty service. In November 2007 I sent the computer in for service, the AC adapter would not connect to laptop. When returned it didn't recognize the ethernet port or the memory card slots. Two field services later, this problem was not resolved, and the DVD was now not recognized. I sent the machine in to the service center 11/27; as of 12/14 I still have no computer and Gateway says they're waiting for a plastic part and no date when that part is available. They now say will ship laptop out (without plasic part) within next few days.

I bought and paid for service 3 years ago, now I believe Gateway is hoping that I will simply go away, probably will, but not before saying to everyone I know that Gateway is not a company that is either reputable or honest (one service person claimed liquid got into laptop, didn't happen and they acknowledged that). The plastic part is not available and no one there seems to know when it might be. I only want my laptop back in the condition that it was when sent to the service center, with the AC cord working. That seems to be beyond Gateway's capability. Last but not least, Gateway's service stinks.

Jason of St. Peters MO (12/10/07)
I was asking for advice on what was going on with my Gatewaycomputer. The video wasn't acting right. Tech said they could help me. Ended up making my monitor smoke....so that's broken. I called Gateway supervisor who said they not going to do anything for me,and I was out of warranty. I have a broken monitor!

Cee of Fort Bragg CA (12/10/07)
My husband and I purchased a Media Center Edition Gateway Computer and started having problems with it very quickly. I have called repeatedly and spoke to some 7 different Techs along with the Mgr of Customer Service looking for some help. The PC has been sent back twice for repair and comes back with the exact same problems:1) Freezing screen 2) Shadows of pages 3) The Tower screetching loud noises--along with 4 other issues. I asked for a new PC which was refused, but they would give me a Refurbished one. Well if they can fix up an old one, why can't they fix this one? It is only months old and worthless to us. Now I am unable to even get it to turn on. I have looked and looked online to find an EM site to write the CEO of the Company to have them make this right, but I have been unable to find it.

I have lost so much due to this problem. I am a rep of a large area for ISE exchange student program, and this has made my life very difficult.

James of Kankakee IL (12/10/07)
Purchased Gateway Computer 11/06. It recently broke down while still under warranty. Response time by technical support has been protracted. When my laptop was returned to Gateway for repair, it came back not repaired. When it was mailed back a second time within a week of Gateway's first attempt to repair, they told me there was no problem. The only way a computer can be returned is if one of their telephone techs determines a problem to exist.

Support is non-existent. Certainly someone answers the phone, and attempts are made to repair the situation. However, returning the unit for warranty service is severely lacking.

P. of Algonquin IL (12/04/07)
I own a Gateway mx6930;it is still under warranty until 12/16/2007. The hinge, connecting the monitor to the base unit, snapped for no apparent reason; and when I contacted the company, I was told this was not covered under warranty. Although they intimated that it was not their shoddy materials to blame, but rather me, I requested the cost for this repair and was told $255.39--which is rough 25% of the cost of the computer. I refused to pay such a steep cost for a computer repair that was not only minor, but was caused by a defect in materials--and to a computer still under warranty.

I then went to Best Buy and was told this is a common problem with Gateway Computers. Further I was told I could buy the hinge myself for approx. $40 retail and they would install it for 39.00, so maybe the hinge part costs $10 wholesale. How profitable for gateway: 1. Don't repair computers under warranty- just tell the customer the problem was caused by his mishandling. 2.Then offer to charge them $200 more than it would normally cost would to correct the problem. 3. Make them pay for the service call by not providing a toll-free number, put them on hold for a while, and then tell them it's another $35.00 for shipping and handling.

Economic damage: I am a day trader and rely on my computer to earn a living. Brand damage to gateway: I am a program director at a college and make hardware recommendations for our dept. and to over 1200 tech. students. Wait 'tll I tell them never buy a Gateway product.

Kathy of Davie FL (12/03/07)
I purchased a Gateway laptop last year right before Christmas. Within a month I had to send it back for service: the screen went black. They fixed it and sent it back in a timely manner. However, now when you type the curser just jumps all over the screen. The system worked fine for awhile, and then one day it froze. I called tech support (was within my warranty). I am told to put in the recovery disk, but then am told I have to buy it for $25. So I did. By then I had lost most of what is on my hard drive. The disk arrives and I install it. I was having trouble installing some of the drivers. So I call tech support back and was told they do not provide that service; however, I could PURCHASE a tutorial disk for $25.00. I told them to keep it and that there customer service was the worst I have ever experienced.

About a month after this all took place MY hard drive burned up. No was I dealing with them again. I had to go out and PURCHASE a new hard drive for $125.00 (about 2 months ago). Last week my A/C adapter fried out as well. I bit my lip and emailed customer service. Adrianna offered to order me one for $99.99 plus s/h and tax. When I questioned her on the price, she miraculously came up with one for my model for only $34.99. I have 3 H/P's in my house and this Gateway. I will never, ever buy a Gateway again, EVER, and I have been telling plenty of people how poor I feel their product is and how inept their customer service is. 

Annie of Underwood IA (12/01/07)
I bought a notebook from Gateway with my graduation money from bestbuy.com. I recieved it in June 2007 and in September the hrad drive went out. The geek squad at Best Buy fixed it but two weeks ago my computer was acting up again and Best Buy THOUGHT it was the motherboard so they sent it to Gateway to be fixed. Turns out it was the hard drive again and Gateway still hasnt sent me my computer back. I have spoke with Gateway several times and when I told them I wanted a refund or a new computer since it's all still under one year warranty and they said that they wouldnt give me a refund and if they were to send me a new computer it would be a refurbished one, or in other words another computer that will cause me problems. As a college student, I can't afford to buy a new computer myself or have these type of problems keep happening to my computer.

Curtiss of Apo Ae OTHER (12/01/07)
I am a retired Soldier. I now work for the U.S. Army in Germany. I went home on leave to Florida in July 2007 and purchased a Gateway Laptop Computer from BestBuy Stores. The keyboard on the laptop stopped working after about a month. We called customer service at Gateway and they stated they will not send it to our APO address (which is a stateside address). After much discussion with customer service at Gateway, they have told us three times that they would send the keyboard but they still have not did this. They have lied to me three times. All it takes is going to the Post Office and sending it to us. They are refusing to do this.

The laptop was bought for my daughter to do her school work. Due to not having a working computer her grades have dropped significantly.

Ryan of Staten Island NY (10/08/07)
My parents had purchased a Gateway E-machine in September, 2006. It's motherboard burned out in May, 2007. A year had not even passed and it was having problems already. My parents mailed it in to have it fixed. It took almost a month to be returned. It is now October, 2007 and the computer is not functioning and is experiencing the same symptoms. I spoke with a customer service representative and they said that the warrantee on what they fixed is 90 days. They won't fix anything more or do anything more for us. This is not right. She gave me an address to write a letter to, but that is going to take awhile and will probably get no results. I would like to know what more I can do because their product seems a waste, and I think it shouldn't even be on shelves in stores.  I feel companies are always trying to get one over on you, and consumers just give up because it's such a hassle.

It's an inconvenience for my parents when they spent $1000 plus on a piece of junk, and they can't use what they spent their hard-earned money on.

Joseph of Voorheesville NY (04/06/07)

I purchased a desktop that I was told would allow me to use my extra hardware (printer and scanner). The printer works but the scanner doesn't and will not. It is an HP5300C that HP will not support with a driver for Vista (which is the system that my new computer runs). So there I am out $100 or more for a new scanner that will work.

Chance, the salesman even sent me a new scanner, which I paid for except shipping. This one doesn't have a driver to support Vista either. Okay, I will end up purchasing a new scanner, I'm not happy but so be it. Then I find out that the DVD Drive that I had put in as an option won't burn DVD's on the Vista Basic. Well, why would I get this if it doesn't work. Why didn't sales tell me? So apparently I need Vista Premium.

I will not pay anymore money for this machine. They now want to charge me a 15% restocking fee. I paid $91.00 just for getting this shipped to me and they want to charge me more to send it back. So far I am out about $797.00 for the computer, S&H. Mentally I am extremely burnt out.

Mark of Pocatello ID (03/20/07)

I ordered and paid for a Gateway NX860XL on 2-27-07. It has been delayed 3 times and it is not expected to arrive until 3-29-07. I have waited for this computer for over one month. I have called Gateway and got nothing except, That's the way it is and you have to deal with it attitude. I'm giving them one last shot because it is the machine I want before I give up and head to Bestbuy.

Krystii of York PA (02/28/07)

I bought a Gateway laptop 10 days ago. Already there are numerous problems. I don't know if all of them are all gateway related. It came with the new Vista installed on it and I am using a wireless router for my high speed internet.

If I open multiple windows or programs at one time my screen will look like it is crashing and fade to black then restore back to normal and repeat this several times.

I keep getting disconnected from the Internet.
I opened up the control panel a few times and it was just blank. Just the white box and nothing was listed.
I tried to click to open my Internet explorer but it wouldn't open it. When I talked to tech support he had me push the fn and f7 buttons. I didn't see anything happen. Then he said push the fn and f8 button. Still nothing and then he told me everything was resolved. I am not very computer literate but this didn't seem like it could have resolved all my problems and it hasn't.

 Again I am back to losing my internet connection all the time and my left click button doesn't seem to work all the time either. I paid $1,100.00 for this thing (2/17/07) and it just shouldn't have all these problems already.

Valerie of Brooklyn NY (12-01-04):
In July of 2004, I purchased a 610 Media Center Desktop PC from Gateway. A week after the 30 day refund policy expired, I began having problems with the system. The screen went dark, then on and off, until it went totally dark. I sent the PC in for service in August of 2004. The PC was returned to me in less than two weeks.

The PC worked fine until October 2004 when the problem re-occurred. This began the road to hell. First of all, every time I call customer service or technical support, I am told that my warranty has expired, although I purchased a three-year warranty. After it was confirmed that I do have warranty, I was told that my account is being updated and no one should question my warranty again. Sure enough, it continues to be unresolved and I am constantly being told that my warranty has expired.

On 10/9/04, I spoke to a Gateway customer service representative who offered to send me a box overnight to return my PC. On 10/11/04, after not receiving the box, I called again. The following morning I received a box for a laptop. I have a desktop PC. On 10/14/04, I was told that there is no indication that I called for service. I also spoke to supervisor named Steven. He explained that apparently the serial number on my PC is under another customer’s name, and it would be resolved. He also entered extensive notes regarding the work that the PC required. He explained that during the last service request, the software was upgraded, but that the hardware now needs to be changed. He also offered to send another box. The following day, I received a damaged box.

I called back Gateway and after explaining the entire situation again, I was finally able to send the PC in for service via DHL on 10/22/04. On 11/10/04 I called Gateway to follow up. I was told that the PC was returned, and was provided with a UPS tracking number. When I checked with UPS, the tracking number was invalid. On 11/15/04 after not hearing anything from Gateway about the status of my PC, I called customer service. I spoke to Travis Huber who stated that there was no indication that Gateway received my PC for service. He asked me to contact DHL for delivery confirmation. He also provided me with an audix number enabling me to reach him when I call back Gateway.

When I called back, I was transferred to everyone else except Travis Huber. I was also placed on hold for long periods of time or hung up on several times. I spoke to a customer service representative named Tina badge # KS253 who was not able to help me. I finally spoke to a supervisor Meredith GWKS033 who reported that it appears that the serial number of my PC was under another customer ID. I even provided her with the tracking number I was given, and she could not explain why I was given that number. After expressing my frustration at this situation, Meredith stated I would receive a call within 48hrs with the status of my PC. On 11/17/04 I received a call from Shekina #TS003 who stated that Gateway has the PC. She explained that the technicians wanted to know if there were any other problems with the PC before they returned it to me. I told her no. She explained that I should receive the PC within 3 to 5 days. Suffice it to say, I did not receive the PC.

On 11/24/04 I spoke to tech support, Mitch # CH322, who could not provide any information about the PC. Once again I was told that my warranty was expired and the PC is under a different name. I was transferred to someone named Folguy (#TB094) who provided me with the same invalid tracking number. He also checked with UPS and confirmed it was invalid. At this point I was extremely upset and just wanted to find out how to get my money back. I was transferred to a supervisor (Jermaine #GWTC038) who stated he would fill out a lost claim form, but said I could not get my money back without the merchandise being in my possession. He stalled at providing my with any information about who I could contact about the situation.

I spent half of Thanksgiving on the phone trying to find out how I could get my money back. I spoke to Dawana #KS128, Michelle #KS157 and Tina #TC084 and they were not able to help me. They also did not want to provide me with any names or other departments I can contact about the dilemma. I was put on hold for very long periods of time. I guess they thought I would get tired and hang up. One supervisor (Wendy #TC054) refused to come to the phone and only sent a message saying I cannot get back my money.

At this point I do not want the PC. I am so frustrated, I refuse to ever deal with Gateway again. Even if the PC is located, I would like to return the PC and get my back my money. The representatives were not helpful, and gave me misleading information. Instead of helping me or referring me to someone who could help, I was put on hold, hung up on or constantly asked to verify my address, telephone number etc. I could not understand why they all saw something different when they looked up my account. Gateway had no problem billing the correct account for the PC and for the warranty, but when it comes to any other information, they cannot get it right. Gateway already has my money, therefore, they feel I have to sit back and take whatever they give me. I have never dealt with such incompetence and I need to be compensated.

Over this time, I have spent numerous hours on the phone ignoring other important calls that were coming in. I had to borrow laptops from friends to complete papers for school and to check email. I spent $938 dollars on the PC and $190 on a three-year warranty and Gateway cannot tell me where my PC is.

Dave of Mount Pleasant SC (11-29-04):
Last summer I purchased a top-end Gateway Media center XL PC that cost me around $3000 with the premium warranty, a 4 year on-site total protection plan. The main reason I purchased this system and the warranty was due to the fact that there was a Gateway store located in my city. They promised that I would not be without a computer and would be there to take care of any need that I may have. The store has since closed.

Over the last 10 to 12 weeks I have had a problem with the computer that included the monitor blanking out so that I could not see anything on the screen. Due to the monitor problem, I was not able to turn my computer off the regular way, so we just had to turn off the power. After calling Gateway repeatedly over the last six weeks along with cleaning out my hard drive, purchasing new cables, ordering a new monitor and now arguing to get someone to help me I am now fed up!

On my last call, and much complaining, Gateway finally decided that they would send a field service tech to replace my motherboard. This was after they recommended that I send the computer back for up to six weeks. This is our home computer that my kids use for their homework, etc., so that was out. They have already made many trips to friends' houses and the library to get their work done since our computer is not working. Last week I received a call from an unknown field service tech where we arranged to meet on Monday, Nov. 29 at 5:00 pm. He never showed up. I called the customer service tech line again -- I am sick of this! -- and reported that the field tech did not show. I then asked if I could get his number to call him back. They had no record of the motherboard order, or a tech in the area. I found this to be ridiculous and unbelievable! After much complaining and trying to get answers, we ended up placing another order for another motherboard. I now have to wait at least seven days to hear from another tech.

I have contacted Gateway at least 20 times to get help, have been hung up on several times and only given a run-around when asking to get my computer repaired. I spent around $250.00 for the top-end 4 year, on-site warranty for this computer and almost get laughed at when I ask for them to fix it. Many of the help technicians agree that I have been screwed over, but say that they can't do anything about it. They just gave me the Gateway customer relations department number today (800-846-2301) after at least 20 calls. I need help and results (not to mention my money back for this machine)!

Diane of Olney MD (11-17-04):
I sent Gateway my computer tower back in August to get it repaired under warranty because I was told the wrong way to install the memory. My computer has been shipped to the wrong address (my old address) which on the box I wrote my new address, phone number and problem with the tower plus I had give my new address to several different people. They shipped my memory to me with no problem, but then they shipped my tower to someone in Colorado.

I was on the phone for hours almost every night trying to find out what they were going to do to get my tower from this lady in Colorado. I kept getting the run around. Lied to, hung up on, put on hold for 1 1/2 hours to be hung up on again. Finally Mathew said he would ship this lady forms to send my computer back. After weeks and weeks Mathew called and said the tower had been sent back to South Dakota. He said he would ship it to me and then I should ship the one that was sent to me by mistake back to Gateway. I agreed. I received the midship forms but did not receive my tower. I was so fed up with Gateway I did not know what to do.

Then Mathew called me, today, and left a voice mail on our answering machine telling me that my tower has been destroyed. He did not get to it in time so the warehouse took it apart for parts for other computers. I have lost the most important picture of my mom I would have ever had. I lost our wills, which took me months to do because I wanted to do it the right way. I also lost the eulogy which I gave at my mom's funeral. I have lost pictures and information of family and friends. I also had some personal billing information which can never be retrieved and much more.

Charles of Kansas City MO (11-06-04):
After three failed attempts to repair a refurbished machine that had problems right out of the box (at first it would turn itself off every couple of minutes, then finally would not turn on at all), Gateway finally agreed to replace the machine with yet another refurbished unit (they called it a replacement chassis). It took then another month to finally ship the replacement.

Once they agreed to send the replacement chassis, I returned the defective unit immediately, and thought my ordeal with Gateway (literally hundreds of hours on the phone, dozens of emails, replacement orders mysteriously cancelled by Gateway, etc.) was finally over...but that would be too easy. Instead, I just got an $1450 invoice for the replacement chassis! They said they had never received the defective unit. Luckily I had all my paperwork, including the tracking number for the return shipment. I have sent them the tracking results, but still have a sinking feeling that I will have yet another round of phone calls and emails to once again deal with my "enemy in the computer business". Clearly they are no longer my "friend"!

All I can say is if you deal with Gateway (which I will never do again, despite having FIVE Gateways purchased before their company went all to hell), make sure you document each and every call. And be sure to keep your tracking numbers! We need to start a class action lawsuit against Gateway. They clearly use this tactic (billing for returned goods) on too regular a basis.

Lark of Monroeville AL (11-02-04):
My husband and I purchased a Gateway Computer Package from Home Shopping Network in September 2004, only to realize a few weeks later that this was the worst mistake we had ever made in our lives. It has been a complete nightmare from day one. We were not able to use the system right away due to the damage of Hurricane Ivan that hit the Alabama Gulf Coast. However, after things returned to normal (as in having power and water) we tried using the system, only to find out we had some major technical issues.

We began trying to contact Gateway as soon as we realized we had problems, only to encounter total frustration. By tthis point, we have talked to 65 badge numbers including supervisors. We have been pushed off to every department known about our purchase. No one at the company could recognize the serial number on the computer, or was sure what department actually ordered the replacement. Supervisors would tell us that the replacement tower was ordered and give us a date for receiving the tower, and nothing would come. We were promised top priority of our call and that supervisors or managers would call us back-they never did. We were given several numbers to call, some of them weren't even Gateway numbers, or they would be long distance numbers for tech support. Another outrage: we were told by one of the customer service rep that the tech support number given to us was listed as charging consumers 2.95 a minute. This was after the fact that we had been on the phone for over 2 hours.

On top of this ordeal, my husband discovers that Gateway had snatched out a huge sum of money out of our checking account for a new system (one that we never received) though we did not approve them for the transaction. (Our system had already been paid in full.) After talking to several people at the company, we found that they had put in several orders for more money to be taken out. We had to cancel our card and list it as stolen. Just imagine how many people we had to deal with on this matter!

The worst problem of all is that while waiting on Gateway to send the replacement, our 30 day money back guarantee has diminished. This is the very problem I discussed with a manager when trying to get the replacement. I told him that Gateway was just trying to make sure the consumer was stuck with the product.

It is not fair that consumers have to deal with such problems with Gateway Customer Service and Technical Support after spending so much money.

Nickolas of Palm Coast FL (10-19-04):
I purchased a Gateway 500S Plus on 12-14-02 with upgrades -- Microsoft office XP for $1463.99-3yr parts/labor/3yr Onsite/lifetime support. The last of August, 2003, had trouble with booting up and called tech support-5-6times for help. They were unable to fix over the phone, and advised me to send the machine to Gateway repair. Sending by UPS-same day air cost me $134. UPS tracking said that Gateway received it Sept 8th at 12:23PM -- the receipt was signed by Puebla.

I have called starting once a week and moving up to every other day to every day since the 14th of September to check on the status of the PC. On the 23rd of September they told me it was shipped. On the 28th they said they had no record of being shipped. On the 4th of October, they said it was shipped to wrong address; they gave me an in-house credit for $50 and said it was being shipped back to them and reshipped to me. I called the 12th of October, and they had no record of the PC's being shipped. I was told it was still in Dallas waiting for a part to come in.

I called the 14th with my insurance agent on a conference call, and they said it was fixed and was shipped on the 13th. Received a call from customer service lated that day stating he researched the matter, and my PC was shipped to wrong address and would be shipped to me on the 18th. I called on the 18th and customer service stated they did not have any record of me sending in my computer, just records of me asking questions, so they could not do anything. I called back and talked with tech suppport, and they said that was not true and that it was shipped. I said I did not have it and then he offered to fill out a lost in service order.

I asked for a letter to state this so that I could file an insurance claim, and they said they could not give me anything in writing. I just need to wait 10 days to two weeks for the investigation to take place.I called my insurance rep today the 19th and told her the new story. She called back stating that Gateway lost it, it is under warranty, so it is Gateway's problem, and that there was nothing they could do.

This is not acceptable -- close to two months of problems and nothing -- particularly because this is a home business computer, with QuickBooks, inventory information etc. I need results, either my computer back or a replacement. They will do neither. Not one time in over 50 calls have I never been able to speak with the same person, and notes are as you see are not complete -- the left hand doesn't know what the right is doing and I can't get a straight answer.

Gateway will not acknowledge responsibility and my home insurance company punted it back to Gateway. If I never sent it in and was dishonest, just said it was lost, they would replace it, but this is what I get for being honest.

Santo of Inwood WV (1/26/04):
I have a Gateway computer under warrenty that has had video troubles for eight weeks. A video card wasa replaced (bad heat sink), and the problems persisted. Each time I call Gateway, I get a different tech that starts the problem over form their standard Probe and Response Guide. Often they will give me a number I can call them back on for followup for things they asked me to do, so far Gateway techs are zero for four on responding to the vioce mails. Eventially I sent the computer back to Gateway for servicing, they reloaded the software, something I had been walked through twice on the phone. The computer came back with the same problem, and I was out $65 for shipping.

I have gone through 5 techs, and numerous canned responses. It has been obvious that the Gateway techs don't read the input and feedback I send, or just doesn't have a clue. Now they want to replace the video card again after I requested management intervention. I am a computer analyst, and would have been fired long time ago if my customer service was even half as bad as I have experieanced with Gateway.

Sarah of Richmond VA (1/22/04):
Gateway delivered a faulty product, sold me things I never received such as tech support and when I finally got it to a Gateway store they wanted $99 just to remove a worm. Well, the computer wouldn't even boot up. The a: drive never worked. They offered 1 year of free AOL and I spent about 15 hours on the phone trying to get them to make good on that. After throwing up my hands, finally they did provide the AOL when I emailed them and used live tech support. But that was 11 months after I bought the computer. I now have a nonworking computer with a blown motherboard and processor. I owe them $1300 still!

Elaine of Grovetown GA (1/4/04):
I ordered my computer the 1st of December and it was shipped to me on Dec. 14, 2003. I received it on Dec. 22, 2003. Within one week I started having problems with the computer not viewing the web pages. I called Gateway technical support and they had me do a couple of things and told me it was my AOL software. So I contacted AOL and spend hours and hours with them - reloading AOL at least 10 times or more. Then I contacted Gateway again and was told that it was Comcast. So I contacted Comcast and spent hours and hours again and reloaded their software. Still no web pages can be viewed. So I contact Gateway again and it is once again AOL or Comcast. Yesterday I spent from 6:00 pm until 3:00 am this morning trying to get this computer to work.

I told the tech that I just wanted to ship it back that I was tired of this and had enough. He tells me that the warranty is expired that gives me 15 days to return the computer. The warranty starts from the shipping date which was Dec. 14. So when I received it on the 22nd, 8 days of warranty had expired. So I hung up on him and went to bed.

Today I called my son in law who is a wizard with computers and come to find out the ethernet card is not working properly. And in the meantime the computer starts grinding horribly. Plus it locks up on me and takes forever to load pages on certain things. So I call Gateway back again to return the computer and once again it is too late to return. I told her that was bull because I charged it and have the right of 30 days after purchase. The only thing that Gateway will do for me is to send me a new hard drive and ethernet card and for me to install it or they will send someone to repair it for $199.99. Now this is on a new computer that is not even a month old.

Joyce of Ventress LA writes (10/4/02):
I purchased a Gateway computer at the Gate Store in Baton Rouge, Louisiana on July 27, 1999. I also purchase the 3-yr Part/3 yr labor/1 Yr Onsite/Own-it HW & SW phone support. I did not receive this equipment until mid August 1999 via UPS. To make a long story short ... I have had soooo-oo many issues with this equipment, Gateway was supposed to have extended my warranty until November 2002. I called today, October 3, 2002 to inquire about this warranty and to purchase an extended warranty for this equipment. I was told that my warranty expired in May 2002.

I called back twice and spoke to 2 other customer srevice rep's, getting the same mumbo-jumbo, and that "NO" extended warranty is available. I get a different scenario everytime I call, never getting the same answer twice. I have all original receipts and a 5-subject notebook documenting the excessive problems that I have had with this system. I am currently on my 3rd system and Gateway needs to be stopped or held liable for defective and faulty equipment to consumers (for equipment they can't service, etc.). Gateway is extremely overrated and overpriced, and their service and lack of is totally outrageous!

Gary of Jemez Springs NM (10/3/02):
This was our attempt to have Gateway fix the problem, which they have refused to help with. Since the day I received the computer I have had problems with it, all seeming to point to Windows XP. I am sure I am forgetting some. Problem: After setting up different users, when logging on, the desktop would not "remember" the folders/shortcuts that I put on. Eventually, it degenerated to the point that the that bottom task bar would not even show up or mouse would not work when logging on from any user. Solution from tech support: reinstall XP. Outcome: I now have 2 versions of XP on the same hard drive. Note: it did not partition my hard drive, it installed it twice on the same drive.

When turning on the computer, I have 30 seconds to choose which version to run. Depending on which one I choose, the computer will be set-up different. For example, choose one will allow me to print while the other one won't. At this point I am fed up with XP and I want to install Windown 2000 (which was not a choice when purchasing the computer) and I will not pay for anything! I have owned 3 other Gateway Systems at home and 4 at work in the last decade and I have never experienced the problems that I am presently having.

Mark of Fort Worth TX (10/2/02):
In Aug. of 1999 I purchased a Gateway 4590 pc from the Gateway ad I received in the mail. When I received the PC it would not turn on. I contacted the Gateway technical response number where I have spent hours on end on hold. The Gateway tech support told me that because I bought the computer over the telephone I could not use the computer store and that my Gateway credit card was not valid at the store. This was a lie.

The technician had me open the case and pull out the monitor card and rub a dollar bill over the contacts and re-install the card. I did this and the PC booted up. The list of problems lasted almost a year. They were finally to a point where the technicians could not repair the PC and gave it back to me not offering me a replacement. After complaining to the store manager they gave me re-furbished computer. This one lasted about a month and the same problems began to occur, the system locking up and not being able to restart regardless of what I tried.

I complained to Tod Christenson at the corporate level of problem solving or I should say creating more problems. Todd offered me a laptop refurbished to replace my desktop which I received. They did not send me a the packaging they stated that they would for me to return the desktop and the laptop started doing the same thing as the others, locking up for no apparent reason and unable to fix it on my own. I took the computers to the Gateway store where one of the assistant managers agreed to take back my PC and give me a refund, this witnessed by my son.

The next day I received a call from Tod Christenson wanting to know why I brought back my PC. I told him that enough was enough. A year of going through the trouble with their unending hours on the phone and the PC in the shop that it was time to part ways. Tod told me that he would not authorize my refund and that my computer would be donated to charity. He told me I needed to come and pick it up or they would give it away. I then contacted William Brinkerhoff who was Todd's supervisor who stated that they would not refund my money and told me I needed to pick up my laptop. I explained to William that I have been through this problem for over a year with the worst buy experience of my life and that I did not want the PC returned. They failed to fix the previous two and that I had little faith in them repairing the laptop.

William sent me registered letters telling me to come and pick up my PC or it would be discarded. I now have a negative spot on my credit report and had to buy a new computer, (DELL), which I have had no problems with at all. I made payments for almost a year and am out for what I paid toward the computer.

Theresa of Paramus, NJ (9/18/02):
I had had problems with my Gateway desktop computer for months. It was humming kicking me offline, etc. I bought in back in 5-31-01. I bought it in for repair 8-2-02 just told me on September 14 that it was sent to Tennesse and is awaiting backorder parts but can not give me a date when it will even get the parts in. In other words I do not know when I will get it. I asked for a another computer or a refund and he refused.

I have no computer to use for my children to do their schoolwork, I have an online class that I can now not access.

Hans of Belleville IL (8/26/02):
Used to think Gateway Computers were solid and reliable system. Four (4) personal and first-hand experiences have taught me otherwise. Bought a brand new Gateway Profile 3cs in Aug 2001 - very expensive unit - never made it through a day without major problems. Gateway would not respond in a reasonable manner - took dozens of lost days and more phone calls than I could count to get them to replace - finally did so in December of 2001 - FIVE MONTHS of the Gateway from Hell.

Enter brand new Gateway 500s - let's call it the Brother of the Gateway From Hell. In the meantime (I do system support and training) 2 other people/clients became "anti-Gateway" - a Gateway 700 and the other a Gateway Astro - both had numerous probelms requiring complete restores - hard disks BOTH crashed. My conclusion: Gateway has some very attractive prices and features, but the components are low-grade trash. My summary - you get what you pay for. Save yourself some trouble - buy anything but a Gateway.

Lost dozens of days trying to keep the system up and running. I consult and train - used to recommend Gateway - clients got upset with their systems, and I did a lot of FREE work to satisfy them. They finally realized that it was Gateway's shoddy standards that caused us all problems - I will not recommend Gateway systems any longer.

Mary of Bemidji, MN (9/5/02):
I purchased a computer through Gateway in December of 2000 for business use. I received defective monitors 3 times. Not only did it take months to get them replaced each time, Gateway tried to charge me for monitors I had sent back to them that were defective. On top of that, the system never operated correctly from day one.

I have put hundreds of dollars in repairs into the system because I do not have a local Gateway store to take it to for repairs. In essence my warranty was worthless unless I wanted to pay a lot of money in shipping charges or drive hundreds of miles. I have spent numerous hours on the telephone with various representatives, all of whom made promises they did not keep. I have left several messages that have never been returned, I cannot even recall the number of hours I have spent on hold.

Due to the fact that I purchased the computer on payments I have had extreme difficulties dealing with their credit providers and been thrown back and forth between the two companies, as to who was responsible for what, and getting my needs taken care of. It is now September of 2002, I have paid $800 towards a computer that has been worthless since day one. I requested to just return the system for a full refund many times and the only offer I have been given was to receive $200 toward a trade in on a system they still claim I owe $1600 on. This has gotten to the point of ridiculous. I have lost more work hours and revenue due to this situation than I will ever know.

I charge $30/hr for my time and the way I see it, I am now owed money by this company. Running my own business I know the importance of customer service, I have to wonder if Gateway has any idea of what that terms true definition is. They should call that department the Gateway "customer run-around department". I am at my wits end with this matter and I refuse to pay any more money on a system that I couldn't sell on e-bay.

Leica of North East MD (8/30/02):
I bought my Gateway computer in Aug. 2000. I have had no end of trouble since then. My hard drive had to be replaced within a few months. The mouse has also had to be replaced. Incidentally the relacement mouse squeaks like the real thing, but after the trouble I argued through to get it I just accepted it.

My real trouble began July 19, 2002. I called Gateway tech support. A man I spoke to told me I would have to reload Windows. He asked me about an operation rescue disk. I told him that I did NOT have the disk he was talking about. He insisted it came with the Gateway computer purchase. He then said that he could work around the problem. He had me go through several screens. I finally arrived at one which asked for the operation rescue disk. Instead of a reply, I heard a click, the phone had been hung up. After going through all the various menus and holds, I finally got through to another technician. This tech informed me there was no evidence of my prior call. I was further advised that unless I could find the operating rescue disk, I would have to buy another copy of Windows.

I emphasized that I did NOT receive this disk. The tech I spoke to told me that was impossible because I had the system and application restoration disks, and that the three came together. I was told that because I did not report the disk missing within 90 days it was not Gateway's responsibility to replace it. This disk is not listed on the inventory. The inventory lists a restoration CD with a quantity of one, not three. It is not something I would need for the day to day operation of my computer. How was I supposed to know that it was missing? The upshot is that I have to buy the replacement from them in order to honor my Gateway warranty.

I have spoken to Gateway reps many many times, and have gotten nowhere. Ironically, one technician admitted the possibility that I did not receive the disk because it was packaged seperately from the other Gateway disks; she even went on to say that her own mother nearly threw it away thinking that it was trash. It occurred to me that perhaps Gateway should, at the very least, reinstall my Windows, because their tech deleted it knowing that I did not have the operations disk. I was told no, because there was no evidence of my phone call. I have made numerous calls asking for to speak to a supervisor, manager, or at least the complaint department. I have been refused several times.

I have three types of uncontrolled epileptic seizures, for which I receive SSI. I explained to Gateway my inability to afford another copy of Windows. I often have Grand Mal, aka tonic-clonic, seizures due to stress. I told Gateway that my seizures were stress-induced, and that I was being greatly stressed by all the run-around they were giving me. That may have been a mistake on my part. It seems paranoid to say, but I feel as if I have been repeatedly bullied and purposely stressed by Gateway. It seems as if they have been consciously trying to wear down my resistance.

Carole of Naples, FL
Purchased Gateway Performance 500 in July of 1999, immediately had problems. They had me try to open and replace video cards and many hours of phone conversations. Replaced video card 2 or 3 times. Then I was told new computer would be sent.

Called again and they say the tech or whoever forgot to write it down. They finally sent another computer and upon setting it up, the video card or something went bad in it. A tech came out and replaced card and now the computer is still locking up and scrambling the screen.

I was told it had a virus and i said why did they send me a computer with a virus installed? What do i do now? I can't spend any more time or money waiting on the phone or taking off from work. I've paid in full for this computer it is still in first yr warranty. I'm totally exhausted from doing this over and over.

Gregg of Pasadena, CA, writes:
I purchased my computer back in April of 1999, and experienced problems almost immediately. Initially these problems appeared to be minor, but in November of last year, after numerous phone calls*, it became obvious that my system would need major work.

I was instructed to take my system to the nearest gateway "In Country" store for repairs. After those repairs failed to fix my PC, indeed these repairs made matters even worse, I contacted Gateway yet again and after the usual routine I was able to speak to a technician who confirmed that my system would require replacement.

At first I was greatly relieved by this news believing my problems to be over. Later, I became aware that my problems weren't over, but only entering a new phase. Since I use my PC in my work and because time was a major factor I decided to phone every other day to check on the status of my replacement system.

I had been told on the 31st of March 2000, it would take 7-10 business days for my new system to arrive. After being told on that following Monday that everything with my replacement system was in order I phoned again that Wed. the 5th of April and was told that there was NO RECORD of my replacement system and that I would have to go through the entire process again. (I had to start ALL over again: everything after "I just got my PC back from the In-Country Store and ...")

This entire sequence was repeated when I phoned the VERY next day, April 6th. I was checking back daily at this point. Please bear in mind that while all this is going on I am losing credibility with my clients. As it stands now we are WELL-BEYOND the "7-10 day" timeframe I was originally promised. Furthermore, they now say their estimate of the 21st may be in question.

The MOST troubling fact is that, this ordeal has made me aware that there is NO ONE at Gateway that is "accountable". What makes this SO troubling is the inescapable conclusion that this is "by design". Many of the employees at Gateway have tried to go "out of their way" to help me but I am convinced the overly complex system known as "customer service", at Gateway, is intentionally set up to achieve the true goal of "no accountability".

Lisa of Rochester, NY, writes:
I've had problems with my computer since I got it. Yesterday I got a new hard drive installed, now I can't install my printer or anything else. I called and was told that I would hve to call a long-distance number to get this going.

I don't have long distance on my phone and that they should just take care of the problem. I was told the software is out of warrenty. But it all worked before the hard drive was installed.

What I want to know is why is this my problem. They installed it, it should work.

John of Valley Stream, NY, writes:
I purchased a gateway Essential 450 computer in November 1999. Approximately in February, 2000 I began to have trouble with the computer crashing. It got to the point that the computer would crash once each week and only to be resolved by having Gateway tech support walk me through the steps of writing zeros to the drive and start from scratch with a clean hard drive. When I would try to find out from tech support why this was happening they really did not have the exact reason why. Each tech had their own opinion but nothing they recommended ever resolved the crashing problem.

The last crash episode happened on March 29, 2000, and this was right after they sent me a new system restoration cd. They felt this newer version would help solve the problem. On March 29,2000 tech support suggested that the computer go in for service as they think the hard drive or the mother board is bad. I asked them how does this work for getting the repair made? They gave me two options, one was depending on where I lived I could bring it to a local authorized service center, or they would issue a UPS pick-up and have it shipped back to them for repair. In either case he said the repair would take at least 2 to 3 weeks.

I was very upset at this time frame and I said to the tech, how about you have UPS pick this up and when they come bring a new computer with them since this is only a few months old. The tech told me they can not do that since this is under warranty and that they must make every attempt to repair it. The tech said if I want I could call client relations service to inform them as to what has taken place and that perhaps they could do more for me.

The tech gave me the phone number for client relations which was the same number where this tech is at, but I had to hang up and redial and listen to the annoying gateway voice message machine all over again so I could chose the option for client relations. Client relations told me that they will not replace the computer unless a tech at a service center recommends to do so. I explained to this relations person that I bought this computer for my Web based business and that without it I will lose a lot of money, not to mention the time and money I have already lost trying to keep this thing running prior to this last event. He told me he understands my situation but that they don't supply loaner units and that sometimes but not often people get stuck with a lemon.

He then gave me a Gateway country store phone number and address that was local and told me to call back tech support and let them know this information so they can authorize me to take the computer there. I did as he told me and was able to bring the computer the next day March 30, 2000. The counter people had me fill out paper work and told me the same thing, 2 to 3 weeks because they are very back logged and that at some point a tech will call me to get more details as to the problem with the computer.

It is now April 14, sixteen days latter and I have called once and my wife has called on April 13th to see what the status is since we have not yet gotten a call from a tech. Both times we were told they have not even looked at the computer. When we were told that we both asked the same question, can we speak to someone in charge to perhaps get a more timely repair made. Both times we were told there is know one there to talk to and that they are back logged and will eventually get to our computer. I feel that no matter if you do business with your computer or not this type of down time for a new machine is totally unacceptable.

The amount of money that Gateway charges for their product should allow them to hire more people to make technical repairs. But more important than that, how about making a product that is more reliable. At this point in time I had to go back to using an older computer that I have in order to try and conduct my business, and to also write this complaint. I have read other consumer complaints about service and how they have gotten the run around in trying to have a positive outcome. I feel at this point I am moving closer to the same outcome as these other consumers. I am therefore copying this letter to Ms. Jill Dean, Consumer Affairs Office of the Attorney General in South Dakota, and to the Executive Response Team at Gateway.

Perhaps if I did not rely on my computer for my business I would have more patience at this point in time. However, I do feel that Gateway has an attitude of being bigger than us and therefore feels they can do what they want just because they have a warranty product and the consumer has no choice but to sit and wait for their next move in resolving a unreliable product. I don't know what the final outcome will be but I do know that I will never buy another Gateway product again.

Also, I have my own internet dot com and if and when I get my computer back, if it should even burp I am going to put out across the world wide web my own statement about what happen with Gateway and that know one should buy their product. And if that day should ever come and Gateway contacts me to remove my statement from the internet I will tell them yeah in 2 to 3 weeks.

Edward of New Bern, NC, writes:
Let's just say our experience with Gateway was jinxed from the start. (The computer was defective and sent back). The cost of the computer was $1425.00 plus shipping ($95.00) and tax ($91.26) for a total of $1,611.26. They refunded our credit card $1425.00 so i called up and asked them about the rest of the money.

The representative told me that I was responsible for the shipping which I don't understand for they sent me a faulty product. Then I asked about the tax, they told me the money I would have gotten back for the tax was applied to the return shipping charge.

My concern is the fact that they charged me $186.26 to receive and send back a product that never worked to begin with. Is there anything that can be done about this?

Unfortunately, the warranty probably excludes shipping and handling.  You would have to read it carefully to be sure.  If it does not, Small Claims Court would be a good bet. 

D.U. of Crystal Lake, IL, writes:
In August 1997, I purchased my third desktop computer from Gateway 2000.  As of May, 1999, the following components have been replaced:

• ZIP drive,
• CD ROM
• Keyboard
• Hard drive