Complain about a product or service

Gateway Service

David of Key West, FL August 31, 2009

I have a computer that has been sent in for repair for 3 times. The same problem, and it has not been settled. I spoke with many people in the Gateway and basically I have to send my computer in for the same repair for the 4th time. The computer is a lemon, and nobody will admit to it.

I spoke with the manager of Office Max (Where I bought it) and he said it was a lemon and Gateway should replace it. The last straw was when the Corp. Customer Care, Francis, hung up on me. I called back and spoke with a parallel worker in her dept. named Patsy whom was very nice, but was still unalble to offer any help with my computer. I have been without a computer 3 times, at two weeks at a time. I bought a computer to use, not to be sent through the mail every two months.

Donna of Sun Valley, NV August 31, 2009

My daughter got this high end desktop pc back in March of this year. She's kind of had little problems since she got it, but felt she could deal with them herself. We are very pc literate and do all our own upgrades, etc. Well a few weeks ago her hd wasn't recognized. I called support for her to get them to send the recovery disks, they said they couldn't because the software warranty (who knew there was such a thing) expires in 90 days. I explained it was more than likely a hardware issue but they still refused to send the disks and instead said for a hardware issue to send the pc into them (no way that's happening!)

They could barely speak and understand english and their email support was worse; she has since had to replace the oem hd and now has issues of support on other items in the pc - such as the 15 in 1 card reader, etc. and they can't seem to read and get her any info that she requires. So if you can avoid it - don't buy a Gateway PC.

Al of Memphis, TN August 29, 2009

Brand New Gateway Laptop Computer model ID5821u Did not work straight out of the box. Tech Support was no help but offered "Free" repair if item shipped to them. This IS my FIRST and LAST time dealing with Gateway Computer. Substandard product and poor support. Buyer BE WARE.

Kimberly of Bells, TX August 22, 2009

My Gateway laptop has been gone for repair more times than I can count. Finally, they replaced it with a refurbished unit. The refurbished unit has now become defective and Gateway says that I must pay for the repair even though I still have over a year on my full warranty. They say that because it is a software issue I am responsible. I did nothing to affect the software. I should not have to pay for the repair on a refurbished unit.

Tech support has been very unhelpful. Last night they guided me to wipe out the computer, returning it ti its original setting, telling me that within 45 minutes it would be fine. After a whole night, it is not fine, it is stuck at some Boot menu and now tech support says it is my responsibility to repair it. Tech support gave me a wrong number to some apparently non-existing customer service.

I am very unhappy with Gateway. I paid full price for a replacement refurbished unit and now they say I have to pay to repair it?

Nelida of tallahassee, FL August 19, 2009

I sent in my unit 4 times and the 3rd time they caused damages to it, then they revoked my warranty and would not fix what they damaged. A month later they reinstated my warranty pickup my unit and returned it with more damages. Mind you they had my unit 4 months out of the 10 that I have owned it. I called and spoke with the highest supervisor, Timothy, and he stated that damages done by gateway are not warrantied and that they are sorry. I requested that they send me a replacement unit, as they promised, and he stated that that would not be an option and that the problems with my unit, that they created, damaged unit, distorted pixels, and damaged USB ports, was not going to be fixed. But if I would like to send it in to be looked at now for the 5th time he would set that up. In the end nothing was done my unit is ruined and I got screwed!

karen of topock, AZ August 6, 2009

I bought a wacom tablet from gateway. These computers do not work with flashplayer, and they do not list this in the product details. Now I have spent 1100 on a computer that will not do what i need it to do. When i cantacted gateway, tehy told me they would be happy to help me disable the tablet so that it would work with flash player IF i payed them more money. I filed a complaint, and was contacted by Philip in customer service who told me, too bad they don't deal with software issues and he doesn't need a flash player. --- So now I have an 1100 paperweight. They should list in the product details if their product does not work with standard software. Instead I got a lecture from some guy named philip about how there is so much software out there and how could they know. BUT THEY DO KNOW, the techs told me they would be happy to fix it if i paid them more money. They alredy knew about the problem.

Amanda of Rowlett, TX August 4, 2009

Purchased laptop in Jan 08 and started having trouble with it six months later. Called customer service because I could not get it to turn on, or even get a charge. Wanted to send it in to them to have it fixed but the customer service rep wanted to do some trouble shooting first. It turned back on but few months later it started doing the same thing. Now its 5 months out of warranty and they will not help me when its the same problem that I called them for when it was under warranty. Seems like they try to get you buy until your warranty is up so you have to pay them more money. Pretty bad customer service.

H of tijeras, NM August 4, 2009

i purchased a lcd monitor from tiger direct on 4/09. four months later the screen began to disappear on the right side. the warranty is for a year and covers parts and labor. after 6 attempts at getting a return authorization from gateway, i gave up. they refused to cooperate and kept asking me to jump through one hoop after another. bottom line, i have a bad monitor and am out the money.

Karen of canton, OH August 3, 2009

I puchased a new Gateway in March 2009, for 720.00 with Vista, my understanding was that it would be eligable for Windows 7 upgrade. Since I puchased in March I am not eligable the program starts in July, according to Gateway. I am very angry, if i would have known that I would have waited till July to buy a new laptop.

David of Sheridan, CO July 26, 2009

My Gateway monitor quit working all of a sudden. I called Gateway and was told my monitor I bought brand new at BestBuy was a used model and I could only get support by paying them a huge fee. All I needed to know was whether to throw it away or if it could be fixed. I consider myself lucky I didn't buy a full gateway system and now have the knowledge to steer clear of this "company".

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