Complain about a product or service

Gateway Service

SUE of athens, TN July 21, 2009

i just bought this gateway and went to register it with gateway and they said they did not make this mondle and seral number i got it from radio shack and they said it was a brand new computer as i paid enoght for it

Diane of Murrieta, CA July 10, 2009

I had purchased a Gateway Desktop computer, in July, 2006, from Office Depot store. The first year, I had a warranty for one year through the store. After that, I purchased a warranty, by phone, with Gateway, for two years, and, paid 139. It is now ready to expire, and, I wanted to renew the warranty. I have been trying to phone Gateway for two hours, and, never was able to speak to a live person. I have four phone numbers, to call them on, and, each time, an automated recording. I had to put in my serial number each time, then, I got a recording, telling me, that there was no warranty for my computer - with no explanation. A recording, again. It's only three years old, and, I never was told when I bought the two year warranty, in 2007, that I could not get a renewal, after that.

I went on their website, and, found another phone number, and, it put me through to a live person. But, in Sales. And, he hung up on me. I had to call back, again, and, the next person, informed me, that they weren't giving out any warranty renewals at this time. I asked him why, and he just repeated himself. Then, he told me, that my computer was too old. Now, my question, is, if I have to have something fixed on the computer, who do I call? I can't get through to anyone there, at Gateway, to even send my computer in to get it fixed. All because they won't renew the warranty? I will have to pay for anything, now, but, I can't even call them, to arrange for it to be fixed. It seems to me, that due to my computer being three years old, and,they won't renew my warranty, that they aren't even answering my phone calls. Therefore, I wouldn't be able to order anything, or have my computer ever fixed through them. I didn't have this problem, in 2007, when I purchased the warranty.

I would like to add, that a couple of times, when I called, to bypass the automated annoying voice, I didn't even give my serial number, and, gave as an option, that I was calling for something else. I still received a recording that my computer could not be renewed. Apparently, they recognized me, by my phone number.

tammy of enid, OK July 7, 2009

i was sold a laptop with so many problems and contacted gateway so many times to count. i have a defective laptop and gateway will not do anything about it.they tell me do this and everytime i call its always the same and nothing gets done.

Kevin of Bowie, MD July 2, 2009

My son, who is in college out of state, bought a Gateway M1626 before starting college last year. The machine has failed four times in one year. First the hard drive, then the battery charging cicuit on the mother board, then battery charging again - which they resolved over the phone, now the NIC card is bad. This problem started one day after the warranty expired and Gateway will only talk to you on a pay-as-you-go basis if it is out of warranty. My son just spent 1400 on a new Mac. Don't buy Gateway

Ruby of Baltimore, MD June 27, 2009

I shipped my laptop to this address, given to me by one of youre customer reps. Shipped on Mon Oct. 27,2008, rec Fri. Oct. 31 2008, 9:20 am. The package was signed for by someone named V--. As of this date June 27,2009 I have not been able tofind out where my Laptop is. I have been getting little to no help from both UPS and gateway. I would like to have my laptop returned or replaced.

Darryll of Rutherfordton, NC June 24, 2009

June 2009: After searching for just the right computer, I came across a Gateway 23 inch LCD Quad Core 640GB HDD 8GB RAM Desktop Computer + TV Tuner on HSN Item Number 464-801 for 999.90 plus 149.95 for 2 year protection plan and 35.00 shipping and handling for a total expense of 1184.85. I carefully watched the video posted on HSN for this product and deemed it exactly what I was looking for. The Commentator for HSN talks about having several at home and how easy it is to use all the features.

Having owned 3 Gateway computers (before the company was sold to an overseas corporation, something I found out after the purchase) it seemed believable. Joe Harrison, known as Gateway Joe, then comes in and talks about the ease of use, the features to include the 640GB HDD, LabelFlash DVD/CD Optical Drive, how great Gateway Support is and how you can plug in an old VCR (using the front RCA composite jacks) and convert your VCR tapes to DVD right now (having many old home VHS tapes this analog capture device sounded like a dream come true) and then he adds that a camcorder with this type of connection (RCA Composite) you can upload all this to your Gateway.

I anxiously awaited my dream machine so I could start converting my analog video's to digital DVD's. The Gateway LX 6810-01 arrived a few days later by UPS. I eagerly went over the documentation provided in printed form as well as on line yet absolutely nothing was listed for converting my analog VHS tapes to DVD, much less how the LabelFlash worked or even readme files for a How To on the majority of programs on the system...IF you could even locate the program itself as was the case with LabelFlash.

I contacted Customer Service (remember now, I purchased the extended warranty) and was told they had absolutely nothing about how to utilize the analog converter as touted on the HSN promo and to add insult to injury, they insisted that I call a number they provided to get this information but advised me, it is a fee based service 2.95 per minute or 50.00 for a half hour. Obviously by now I was a bit put out, a 1,100+ computer HSN touted as user friendly and having great support, has no documentation and to get answers (which HSN did not have) I have to pay even more money? Email inquiries (6) yield the same response each time when requesting documentation as to How To..pay to get the answer. Didn't I do that already?

Then I checked the actual hard drive to find it actually has a 600GB hard drive (14.65GB EISA/581.52MB NTFS) as shows on the manage my system display onboard the Gateway computer. Looking for confirmation I used Everest Home program to verify which showed again it was a 600GB hard drive but reflected 15005MB EISA/(a 2MB buffer zone)/580,465MB NTFS, again, 600GB and NOT 640GB as advertised and as it appears on the box the system came in. How did Gateway explain that? It is merely a conversion error on how they calculate hard drive capacities and how they are read my other systems...uh...say what again?

I asked Gateway to send me or refer me to the How TO for these programs....again referred to the Fee Based number. Asked Gateway to send me an additional hard drive of at least 40GB to make the system, as advertised, but they keep insisting in spite of what readings I am getting, THEY rate it at 640GB. I made HSN aware of all of these factors and though they still have the video on site for others to bit on, and indicated that the information posted is from their Gateway supplier, they did say that they would advise their panel of the problems and re-ststed they have a 30 day return policy.

While it would simple to option for this, at 60, I am a bit hard nosed and expect to get what I pay for and if a product is advertised as having capabilities, then as a buyer the How To should be available FREE and documentation available. Customer Service is basics at best; obviously not US based and most certainly not hands on computer literate!

G. of RICHMOND, VA June 22, 2009

I purchased a laptop computer from the business side of Gateway on 07/20/05 with a 4 year parts and labor warranty. On 10/01/07 Gateway sold their business side of the business to MPC Corp. Now MPC is bankrupt and out of business. The telephnoe numbers that Gateway gives me has been disconnected. MPC's website doesn't exist. There has been no response to the email I sent to the link that Gateway provide me.

I can't get thru to Gateway by telephone. Their automated system keeps telling to contact MPC which doesn't exist. Gateway responses to my emails to technical support tell me that it is not their responsibility and to contact MPC which doesn't exist. Somebody has got to be covering the warranty on this product but I can't find out who. Please advise.

Krisha of Odessa, TX June 19, 2009

I also along with millions of Gateway customers have been looted for money from MPC. I purchased a m320 laptop from Gateway therefore I feel that I am a Gateway customer. I have computer issues and my warranty is null and void now that MPC has filed chapter 11. What kind of right does Gateway have to leave millions of business customers in the mud? I feel that customer support should be just that! Gateway is a freakin JOKE! I hope and pray that everyone looking for a new computer takes the time to research before purchasing from Gateway.

How would Gateway feel if I purchased a bunch of new computers then I filed chapter 11 and did not pay them for any of the equipment received. I bet they would look for means to get help. What can I do at this point? I have been robbed and I guess I have no rights to do anything about it, but never deal with Gateway again.

Ryan of Kendall Park, NJ June 17, 2009

I have a 5 year warranty with Gateway. My computer has crashed twice in the past, not including once several months ago. As of yesterday, my computer no longer works with the power cord (the cord light will turn green when plugged in, but once I plug in to the back of the computer it turns off and the computer has no power). The computer also shuts off at random times for no reason. Gateway initially forgot to install a program on my computer in the factory (Nero) and the repetitive crashing has caused me to lose basic programs such as Microsoft Works, virus protection prgrams, as well as other expensive programs.

I have received unbelievably terrible support from Gateway (one phone line doesn't work, the other directs you to the one that doesn't work) and I am extremely upset overall with the quality of the computer that I paid 2,178.08 for. Gateway contacted me today and said "I have checked with the serial number and found that you have an account which is now supported by MPC. As per our policy we are not able to provide support for MPC customer". They never told me this and why would this void a warranty? They are not even offering to fix my computer, or even replace it. Please help with the situation.

Resolution Sought: Ideally I would like a new replacement computer, but Gateway's quality is so bad that I would like a full reimbursement. Also, I need to access files off of my broken computer, so I would like Gateway to pay for the repair I need for the computer.

Christina of Mayfield Village, PE June 10, 2009

My husband and I purchased a DX4200-09 on 12-31-2009 for a business we are planning to open up this coming fall. We have used this computer, at the most, 3 hours a week because when we are at my business we are normally working on drywall ad setting things up. Exactly 5 months later, on 5-31-2009 the computer died. It will not turn on, the light will flash and every couple of times it will beep. I have made numerous calls to Gateway about the problem and they just keep telling me to unplug it and plug it back in and it will work. Upon researching the beeps on the internet I found out that it was the motherboard.

After numerous arguements with Gateway, they told me I could mail them the entire computer, to Texas, and they would look at it. The problem is that they want me to pay the postage, on a giant desktop computer, and insurance which will cost me 3 times what it would cost me to replace it myself.

This is the first, and the last Gateway I will ever purchase. I have 2 Hewlet Packards at home, one 9 years and the other 5 years, and I have never had a problem with them. Upon researching on the internet and talking to other people, I have found that the people who have mailed their computers in have had the same problems with it once returned and ended up paying more than buying a new one from the start.

My husband uses this computer to make his schedules for work, he is a supervisor for a security company and being that it is for my business, which the peek season is from Aug. to Dec. I don't have the time to play games with these people.

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