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Darlene of Hanover, PA December 16, 2008
Darlene of Hanover PA (12/16/08)
I purchased a Gateway computer because that is what my school recommended. I am currently a student of the Art Institute of York, PA and my major is the Digital Arts. Out of the 16 months that I've been there, I've had numerous problems with my notebook...of all which have interfered with my education. For example, while learning web design, my computer shutdown and was no longer worked. I had to leave class and report to the IT office to get it repaired. Since then, it has been over a month....still hasn't been repaired because the IT dept. is waiting on a new motherboard.
Prior to that incident.....my computer broke down again and was returned to Gateway for repairs. Apparently it wasn't fixed properly because 3 weeks later is broke down again. In between repairs, I was scheduled to meet with clients to do some freelance work and had no computer to show my work. There were also two other times that my laptop needed repaired....the first time I started having problems was when my computer kept freezing up. The second time was when my screen looked cloudy (had a grayish spots). The school's IT dept. at my school took care of the first two problems.
As a result, with all the problems that I've had.....I am just so disappointed with the hardware and it has been the BIGGEST inconvience that I've ever experience with a product. I'm paying for an education and bought a Gateway computer to help me achieve in getting my degree....but it only created problems and now I have nothing to show clients my portfolio.
Michael of Miami Beach, FL December 15, 2008
Michael of Miami Beach FL (12/15/08)
i bought a gateway laptop less then a year ago(brand new) from circiut cityand a month ago it crashed, i lost everything. sent it in for service through gateway, rcieved it back 9 days later and the same ay it crashed AGAIN!!! i send it back to gateway for service and the keeped it for 3 weeks i just got it back 3 days ago(dec 12-08) iIT IS STILL BROKE!!!! it crashed again i called them furious asking y they cant fix my computer??? and i would like a new 1 that i can count on(not to much to ask) they told me no that is not the policy! and to send it back for repairs.
i've talk to managment and they refuse to give me a new computer that works or my money back. i just want what i payed for, a computer that works. so i need help!! i use it for everything i have the origanal recite. i asked them how many times are we going to do this before they fix it right or replace it with a new computer!! HELP
i spent 100.00 on trying to recover my pictures and video, 10.00 for the box to ship it,lost time on the internet 60.00 a month, my spyware that ends soon, also the countless hours on hold,talking, or trying to get my money back on the phone, also the computer i bought that doesn't work 750.00 John of Belgrade, MT December 9, 2008
John of Belgrade MT (12/09/08)
I purchased 4 laptop computers from Gateway for my 4 kids for Christmas 2007. The kids were very happy! Since then I have had to return 2 of them for repairs. One was repaired and returned within 10 days. The second laptop has been in the shop for almost 2 months now. My last phone call with them was today and they told me they have the laptop flagged for repair or replacement, which happens first. Now, they can't even tell me when, or even if, a date will occur where they will actually make this decision.
The lady, who was very nice, told me they are waiting for a replacement motherboard (2 months for that wait). They are also looking for a replacement laptop. I thought Gateway actually made laptops? Now they tell me they can't find one? Sure, I understand it will be some reconditioned laptop that some other unlucky person had to send in for repair back during the last ice age. I remember when Gateway was a name you could depend on. I purchased 2-3 desktops from them over the years and loved them. Now, they are terrible. My employer refuses to buy Gateway because their service and support is so bad. I should have asked our IT guys before I went out and bought these laptops last year. NEVER AGAIN GATEWAY!
One of my kids has been without his laptop for 2 months. He has to borrow one from the other kids and that seems to lead to the usual arguements. I buoght 4 laptops to AVOID that conflict. Eric of Hurdle Mills, NC December 9, 2008
Eric of Hurdle Mills NC (12/09/08)
Except for a week, I have had no computer as Gateway has had my computer since around August 15. The mother board went out. It was under warranty, so it was covered. I sent in the computer in good faith. It was nine weeks before I got it back. It worked a week and went out again, and now Gateway has it again. The first time it was back-ordered motherboards and the hurricane in Houston. The executive that called me in regards to my previous letter informed me that since the warranty expired while Gateway had it that she had extended my warranty for 3 months when in fact all she did was give me a three month warranty on the newer mother board. So, I had the computer for a week and it went out again.
They have had it for around four weeks this time. There was a three week delay because DHL said they delivered a box and it never showed up. I emailed technical support and informed them I wanted a replacement. The new mother board was to be in December 14. I need a computer I can trust. They informed me it is not Gateway's policy to replace working computers. After quite a dialogue with them, they told me to contact a level 2 agent. I did a week ago yesterday, December 1. They made a call while I was on hold and informed me that they were going to replace it and I would get a call within 4-5 business days with the information of what the computer was going to be replaced with and the agent added that the whole process takes 1 week, 3 days and I would have a new computer that I could trust and that all the problems would be over.
I called this morning and was informed that there was a replacement in the works, but I was in the first week of a 3 week waiting period, and it was not a sure thing that I was even going to get a replacement. This is what I feel I deserve and request. I want a system I can trust and that adequately compensates me for three months of time lost. Time is money and no one there would put up with what I have and be as nice as I have been for so long. If I can not receive that I believe I am entitled to a full refund to get a system I can trust. Yes, the computer is now over a year old, and it was a gift, but they should stand behind their products.
Lisa of Pigeon Forge, TN December 6, 2008
Lisa of Pigeon Forge TN (12/06/08)
I purchased two W650I laptop computers from Gateway in December, 2007. I also purchased a three year extended warranty. One of the computers has a problem with the inner screen. There is a black blob, similar to when the mercury burst. I called Gateway several times and also emailed customer service and they are continually saying that the computer was damaged by me and that it would cost 450.00 to repair. I have done nothing to cause the problem. They will not honor the warranty for replacement parts and are very rude.
The last call I made was on December 6,2008 and was told they are aware of the problem and that I had to have caused the problem with the computer. I did nothing. I was working on it the night before and everything was fine, the next morning I went to finish my work and there was a black blob on the inner screen. The computer stayed on my desk the whole time. No matter how much I have tried to tell them that it seems to be a malfunction of the computer and not my fault, they keep insisting that I had to have done some damage to the machine.
It seems to me they are trying to get out of honoring the warranty that I have purchased. I will never again purchase anything from Gateway. I am now still paying on these computers and one is not working.
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