Complain about a product or service

Gateway Service

Ben of League City, TX June 7, 2009

In Feburary 2009 I spent approximately 1,200.00 on a new Gateway after three weeks the power supply went down and it was returned to Fry's. Fry's replaced the Gateway with another new Gateway. Gateway #2 after a short time was connected and online, first problem with #2 the DVD drive was making noise, after the issues with the first Gateway, I decided to leave it be until it went out.

Today it is June 07, 2009 and since I brought the Gateway #2 home it has had the following issues. 1. Noisy DVD drive 2. Software problems 3. Slow start up 4. No start up

Gateway #2 has been reported to Gateway Tech support, and those idiots are more combative over the phone than anything, and not very willing to help. I finally got a Recovery disk set from them and reinstalled Windows (NIGHTMARE) Vista. Gateway #2 worked for a little while but still had the noisy DVD drive.

Yesterday after a failure at start up I went to the Windows website with the issues, Windows stated that the memory should be checked out, that was done without issue. Windows also stated that the hard drive should be checked and to set the system up for automatic/instant fix, that was done, and when rebooted the system initally showed a black screen with the tool bar looking like it was from Windows 98 with only the trash can displayed on the upper left screen. Uppon rebooting the hard drive check continued and then showed that it was deleting currupt files, alot of currupt files. Uppon completion of this task, I attempted to restart Gateway #2, everything looked normal but when the system asked for my password I entered it and it denied loading of personal settings and logged off, it has done this repeatedly. I am going to to attempt to take this expensive paperweight back to Fry's today.

This is the last time I will ever own a Gateway, never again.

Maria of Middle Village, NY June 4, 2009

I bought a Gateway GT5662 desktop computer, January 2008. I recently had to reboot the computer where my entire hard drive was erased. When this happened it also erased my Windows Vista which I paid for when I bought the computer. Gateway is telling me that I need to purchase the Windows Vista disc again. I paid for it already, it should have been part of the original computer. They want me to pay for something twice which is ridiculous. They also say that since my computer is no longer under warranty it's non of their concern. I need that Widows Vista disc to make my computer work.

veronica of hueytown, AL May 29, 2009

i purchased a laptop on 3-03-09 the Md series from office max a gateway model and i purchased the extended warranty the max assurance. it is 5-28-09 just two months later and my ac adapter has a shortage and my multimedia lights on volume touch panel has went out and i was told when i first bought the computer that my extended warranty would cover any damages whether accidental or power surge and even if i just did not like the color that i would receive a new computer, of course i found out that the last part was not true although this is what was said by the sales associate.

I too my computer back to office max and they told me that they could not give me a new computer although i was told that i would be able to at the time of purchase. the manager told me that had to contact office max by phone, so i called the number at the bottom of my receipt and they told me my max assurance warranty does not go into affect yet until my manufacturer warranty is up after the first year and that office max can give me gateway number and email a complaint against that store and sales associate

i called gateway and after telling the situation over and over witch they cannot understand me and i cannot understand them. they first said no way i can't get a replaced computer even though i have their warranty witch is two months old. i also have extended warranty but i can send in my computer at my expense. are you crazy or what? no way i would ever do that

i asked to speak with an English speaking person, English being their first language due to our poor communication in understanding one another. i was poorly told no like that existed i then informed them that i as a customer had the right to be able to communicate with the company in order to resolve my problem. YOU CANNOT SELL A SERVICE THAT YOU CANNOT PROVIDE

after still not being connected with someone i could understand i hung up and called max assurance. the first rep informed me of that i was under gateway warranty and that i had to talk to them. i requested to speak with a general board member or a way to contact them, she put me on hold and her supervisor got on the phone and after telling her what i request she told me that they (max assurance) does cover what i needed done in the first year warranty and they will pay for the sending to one of their repair center not gateway and it takes 7-14 days and in 3 days i will receive a new ac adapter and send the old one with the computer, and after three attempts if not fix under their warranty i will receive a new one. HOPEFULLY THIS THE TRUTH! GATEWAY NEEDS TO BE PUT OUT OF BUSINESS DUE TO THE NONE COMPLIANT CUSTOMER SERVICE!

Nadene of Castleton, NY May 27, 2009

I purchased a Gateway notebook in July 2007, along with a 3 year extended warranty. The computer is having issues locking up and won't power off. I called Gateway support and was informed by a computer that my computer was included in a sale to MPC and to contact them for warranty. The phone number i was given was disconnected.

I found an email address for MPC and the response from them was that they were not honoring the warranties as they were in bankruptcy. I emailed Gateway and they responded that they could not help me that I needed to contact MPC. I emailed them again advising that MPC was refusing to assist. Gateway responded that they needed permission from their "authorities" before proceeding. When I questioned what that meant they couldn't answer me. This computer was 1400+ plus an additional 300+ for the warranty.

Kerry of Springfield, MA May 16, 2009

I bought my laptop entering my freshmen year and since I tend to have bad luck with electronics I purchased a three year extended warranty.I spent over 1,400 on this computer, which is more then I spent on my first car. Recently, I have been have some trouble with it, like the sound is just completely gone and the other day it stopped taking a charge, so now it won't even turn on. I called the gateway customer service line to send it back to be fixed and the annoying computer operated system told me that my account had been sold to MPC CORP and gave me a new number to contact. Confused, I called the number only to find out that the line had been disconnected.

I went online to find a new number to call and the only thing I found was that MPC CORP filed chapter 7 bankruptcy and closed its doors. It then took me another two hours to get an actual human being on the phone and they told me there was nothing they could do for me. In the mean time I had emailed a tech and he emailed me back saying: I apologize for the inconvenience. As per our policy we are not authorized to provide support to MPC Customers.

The funny thing is I'm not an MPC customer, I bought the computer from gateway, so I'm a gateway customer. I'm not asking for anything i don't deserve. I paid for a three year warranty and all I want is it to be honored and for my computer to be fixed. Instead then tell me that they can't help me because I am being taken care of by MPC, yet MPC is no longer in business so I am stuck with a computer that doesn't work.

They don't know how to run a business and are a bunch of incompetent numskulls. I have already contacted the better business bureau and plan to get in touch with the attorney general of Massachusetts as well. What gateway is doing is illegal and unethical and they will not get away with it

Tony of Bradford, MA May 5, 2009

After two months of purchase my Gateway computer's DVD wouldn't work right. I had the CPU sent back for repair. A part was ordered for the part over 3 weeks ago. Today, after another phone call, they are still giving me the same excuses for not having the part. They do not answer their email or respond to customer complaints. They are far from customer focused. It's been over a month and nothing has changed. My computer is still collecting dust awaiting the part which must be coming from another planet. Anyone reading this, I recomment NOT to purchase a Gateway product if you value customer service.

Mark of Monterey, CA May 5, 2009

I bought a laptop from buy.com for my daughter to use in college and the computer screen went out in less than a year. The laptop looks brand new--no damage what so ever but Gateway customer service cannot find any of the serial numbers I can read on the bottom in their system and they refuse to let me go on to get my computer fixed until they can verify the serial number. They asked me to send them my receipt but I told them I only had an email reciept because I bought the laptop online. The email receipt doesn't have the serial number on it so again I run into a wall with the Gateway customer support. I even asked for a supervisor but went through the same issue over the serial number. I told them over and over, I just want to get this laptop fixed or an estimate on how much it will cost to get it fixed. I'm not worried about warranty--I just want someone to look at it and help me.

Sherri of Fort Worth, TX April 29, 2009

I contacted Gateway Support on several occasions on what I feel is a factory defect through online support on 4/27/2009 and through several emails and only response I would continually get is to purchase their support then send the unit in and pay for it to be fixed. I paid cash for my Gateway Laptop M-6750 in February of 2008 at Best Buy in Fort Worth, Texas. The laptop was never moved except from the table on the side of recliner to lap and back. Took very good care of my laptop and bought it trusting the Gateway products.

Recently I shut it down through the start menu and take it out to restaurant to look at travel my family was wanting to take soon. I put the laptop in my laptop bag and when I got to the restaurant and took it out I could not get the computer to come back on. I put it back in my laptop bag to look at it when I got home.

I tried a few attempts at getting it to turn on. Took battery out and just had power cord plugged in and tried turning it on. Tried just through the battery. Tried all the funtion keys, esc, ctrl alt del keys, power button several times. The next step my husband tried the online support through chat online and was basically told to buy phone service and send in to have it repaired (our cost).This was not acceptable as the laptop had factory defects.

After online attempts Monday morning I was putting it back in my laptop bag and heard a rattle sounded like when a penny is rolling around in something. I took the cover off the compartment where the memory sticks are and out fell not one but FIVE metal clips. Where they came from, what they held, what they were I have no clue. Its not acceptable that not even one or two but FIVE of these fell out. These metal clips floating around inside shorted things out and now my laptop is fried and unsuable. I dont even know if there is a way to retrieve the data on there.

I tried emails, online support chat and the same thing that I get everytime is buy their phone support and then I could send it in to have them repair it my cost. My warranty was only a year so as of February 2009 it expired. I understand that part of it all but since I never moved my laptop other than table to lap and back who knows how long these things were floating around inside. Somehow a sealed case (never been worked on, touched, seen inside) has FIVE clips that fall out of the memory compartment.

Obviously this is a factory defect as these clips were either not attached right or at all. I want Gateway to repair or replace this laptop because of these clips incorrectly or not at all put in. I cannot get anywhere with Gateway support to address this issue that is obviously a factory defect. I sent them also the pictures of my laptop and these five clips that fell out. I cannot get to my documents on my laptop which includes supporting a school JROTC unit documents on there. I cant use mylaptop at all so I am currently without it and losing faith in a product I trusted. I only get the canned answers from Gateway support and understand that too with all the calls they get but FIVE clips falling out of the compartment?!?!?!

David of Elko, NV April 28, 2009

I purchased a Gateway M285-E Laptop from Gateway about two years ago. I had purchased and extended warranty from Gateway for an extra 250. I had tried to get my computer fixed in October from MPC (who bought Gateway Business division) just to have it returned to me unrepaired. Dead laptop and out 250 for a worthless extended warranty

Gerri of Perrysburg, OH April 27, 2009

My husband and I purchased a computer for our daughter two years ago and also purchased a warranty. Extended warranty. However they ran the warranty's side by side and the computer's mother board went out. Third time. The third time it went out was after the warranty went out 26days later.

I now own a 1,000 computer that the computer company say's would be cheaper to toss away after two years. I am not happy. You got me once Gateway, however. I will make sure you never get any business in this great state of Ohio again! The mother board went out three times! Don't buy a gateway! Noting like standing by product!

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