Complain about a product or service

Gateway Service

Joseph of West Orange, NJ October 24, 2008

Joseph of West Orange NJ (10/24/08)
I recently repoerted a problem that I have had with Gateway. To date, the matter has still not been resolved. The original problem was that I needed a key replaced. I sent it to the address that they told me for repair. I was then told that it was the wrong place and it would be sent to Texas instead. I was then told that it went to the right place but they put the order under the serial number of my wife's laptop.

I was then transferred to some one else after being on the phone for a little over two hours. I was then told that it was going to be put under the correct serial number and that new repair number was issued to resolve this. I was than told that I would have my computer back within 7-10 days. I just called Gateway again and was told that the part is on back order and that there was no estimated time of arrival for the part or for me to get my laptop back.

My laptop was sent out on 09/27/2008 it is now 10/23/2008 and I still have no idea when I am getting my laptop back. The only compensation they gave was an extended 90 day warranty. It's almost an entire month since I sent them my laptop

I cannot use my laptop for work, unable t do research in detail due to availability of using someone elses computer.

James of Lebanon, OR October 23, 2008

James of Lebanon OR (10/23/08)
Over a year ago I contacted gateway support for help. A person was assigned to come to my house to work on my laptop. That person called to tell me after he was sent the wrong part and told me he would not be about to work on it after all because he didn't have the write manual and that Gateway would call me and get someone else out. That never happened.

Then I called again and started the process all over again. I got cut off somehow so I called back and was told that I had to call a different number. Since then we have tried multiple times to contact Gateway to get the computer repaired. They don't seem to have any record of our emails or any phone calls that have been placed to them, however I have all the emails we've sent to Customer Service, and several replies from them.

The warranty expired in April (8 or so months AFTER the initial contact), so they refuse to do anything to help us, and the supervisor I talked to insisted that it's our fault because we didn't contact them (which i have proof that we did).

We're going to have to buy a new laptop. The one we have doesn't work at all, and we just want it fixed.

Angry of Chicago, IL October 20, 2008

Angry of Chicago IL (10/20/08)
My Gateway 17 laptop started having problems with charging. Eventually it stopped working all together so it wouldn't turn on. I called Gateway, I wasn't sure if it was the charger or the battery. They sent me a new charger, nothing, waited for a new battery, stil nothing, so I had to send it in for repairs. I ask the person I'm speaking too how long this would take. They said 7-10 days. They received my unit on September 30. As of this day I still have not gotten. They tell me it's a motherboard problem and they are waiting on a part from China. I speak to a lady who says she'll send an email to someone to find an ETA for this part.

So I keep calling and calling. It's takes me about 8 phone calls just to find out if they received a email. Then they tell me they have no ETA and I just have to wait. I ask them if they can just send me the hard drive and I'll take care of the rest. They tell me no, that's against their policy. All I want is my files back. particularly my music files, which were not backed up. They can have the rest. Here I am 4 days past my 7-10 days with no expected date on getting it back.

I will NEVER, EVER use another Gateway product again. If/when I get mine back, I'm selling it and buying a new one. They have no idea how much of an inconvenience this is for me, nor do they seem to care about their customers period. If I don't have it back by the end of the month I may have to drive to their repair factory and take it back. I'd rather pay someone else to handle it, than trust them to do it.

That is the only computer I own, it has all of my important information on it. Since I'm without it I have to walk down to the library every morning and wait 60 minutes for a computer that I can only use for 60 minutes.

Michael of Ft Myers, FL October 20, 2008

Michael of Ft Myers FL (10/20/08)
i have had 3 profile 4 computers and all three have lost the video. gateway acts as though they have no idea of this problem. after searching on line i have found this is a common problem with the computer and gateway will not do anything about it.

Mark of Port Huron, MI October 10, 2008

I've filed a compliant with the South Dakota District Attorneys Office Division of Consumer Protection, the Better Business Bureau and wrote a letter to Gateways executive response team. After a week of filing these complaints, I received a phone call from Tim W. an executive response team agent. He told me Gateway is prepared to replace my unit with a refurbished computer. Naturally, I wanted a new system. They refused to work with me on getting a new system, and that I was only entitled to a refurbished unit. I then wanted to extend my original manufactures warranty since my current system has only been fully functional for two months, all I could get was an extra 2 months. Also, I did not want the same model since it has lost all value and my confidence in its quality and reliability.

Additionally, my representative was unavailable for ten business days during mid September. During that time, I left many voicemail messages for my agent with no return phone calls. I had to call the DA's office agent working my case to call and get someone to call me back and help. Tim finally called me back and apologized for the delay. He told me that I was set to receive a refurbished unit of the same model I currently own. I reminded him that if I was going to accept a refurbished unit, it needed to be a different comparable model and I would like an additional year warranty. He told me that was impossible, and that I have two options: send it in for more repairs, or accept the replacement offer.

I expressed my concern with his reliability on returning my messages and that I felt my issue is not being addressed professionally. He replied that I was basically insensitive and that he was sure I took personal time away from work for personal reasons. I told him I don't care why he was gone, but asked why he didn't forward my issue to someone else in the time being? He became upset, I asked to speak with his supervisor, and he told me Gateway is his supervisor.

I asked for a customer service or public relations manager, he told me that he doesn't have a supervisor, and Gateway is his boss. I then asked for the name of who he reports to, he would not answer and hung-up. I called back, asked to have my issue transferred to another agent (9/19/08) and as of this update; a new agent has not been assigned to my account.

Gateway is waiting for me to send in my system to replace it with a refurbished unit of the same model. I'm truly conflicted on the issue at hand. I feel I'm being bullied into accepting their solution that is grossly taking advantage of my desperate situation. My impression is that Gateway figures, why do the right thing? We lost that customer anyway. Its true, I will never buy or recommend a Gateway product. I've made 61 calls to gateway averaging 33 minutes a call, placing the total just over 30 hours on the phone. The time I spend posting on here, and other forums, filing complaints with relevant agencies, and not to mention my attempts in the beginning to trouble shoot my issues amounts to a heap of time wasted just to get to a partisan resolution.

Gateway considers my system used since I opened the product. When my system was sent in for repairs, they replaced components with used and serviceable parts, ultimately refurbishing my original unit. Under their warranty, they replace units or parts with something comparable. So, since they consider my replacement option of a refurbished unit as comparable, does that mean my original purchase was a "new" refurbished Gateway desktop? (Rhetorical question) I hope the following information will help you resolve your issues with this customer service disorientated company:

Judy of Cedar Rapids, IA October 8, 2008

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