Complaint Review: Gateway - Nationwide

I had a simular problem with gateway except it was a gateway digital camera..Mine was resolved after 2 months. My advice contact you FOX Television channel ACTION LINE in wisconsin here it is www.fox6milwaukee.com they solved my problem and I got a full refund. fox 6 threated to put the story on national T.V. Gateway customer Service may blow you off but, they don't want the nation to know about it. I also filed a complaint with the FTC and my State consumer commissioner and got responses back from both that they are investigating Gateway for internet FRAUD but, FOX Channel is the one that got my money back for me you can read about me on ripoff titled terrible customer service Kenosha WI

I don't know if my imput into any of this will help or not, but here goes. I bought one computer back in the early 90's. (So long ago I don't even remember the brand name I got stuck paying an arm and a leg for.) I got online in the first part of 1994, but was not really using windows, just a telnet program into a unix shell account to do what I needed online. Yeah, guess you can say I'm a geek. I take that as a compliment. (I did finally learn windows in time, after moving to an area that didn't offer a unix shell account along with a PPP account.) What I seem to be reading from everyone here, is that once you buy from GateWay, you are ending up with a proprietary system. You can't just change out parts on your own, that you can buy so much cheaper at your local computer store. So why buy from GateWay again? This goes for quite a few of the other computer manufacturers too. Take the computer you have now. Take the case off and really look inside it and see where everything is in there. Make sure the problem isn't something as simple as a fan that has stopped working and the computer is 'dying' due to overheating. Then go to your local computer stores and find the one that offers you the best deal on the 'guts' you will need to build your own computer. If even the GateWay tower is proprietary, then buy a new case too. They start at around 40 bucks and go up from there. Then go home, put your new case next to the open GateWay case. Carefully see how everything is put together in there, then take the new parts and build your own new computer. This way you are getting EXACTLY the parts you want in your new computer, you know what is in it, cause you have built it yourself. By looking at the way your old computer is put together, you can easily figure out what part goes where in the new computer you are building. (You can study up on line before doing this, if there are any internal parts you may not understand totally, but I never found a need for that when I built my first one, on my own with no help from anyone, about 6 years ago.) Why spend 2 grand when you can build your own computer for 1/4 to 1/2 that cost? Why pay them to build you something you can do yourself in about an hour or two's time, in the comfort of your own living room. Shaun, I'm a gamer too. I have about every Sim and Tycoon game on the market I think. The first thing I did though, once getting my new system built and running, is to partition it into 4 drives. (Same goes for the one I built before this one and the one I built for my hubby.) That way the only thing on my C drive is windows. If I have a crash, I can easily reinstall windows and not lose any other data on the other drives. All programs are on D drive. Games on E and Misc. on F. If I do encounter a problem, that makes it a LOT easier to track something down, since I openly admit I'm much better at the hardware end of things than the software. Most of the time if I'm having probs with games running, it's just a simple thing like needing more RAM installed, or maybe needing to upgrade my video card. That takes about 2 minutes to do once you get the case open. Once you have built a computer yourself, from that point on, you can update parts as needed. You no longer have to buy everything at once. I got my 80 gig HD about 2 years ago and it's only about half full, even with all the games I got, some of them being a full gig or more in size once installed. If I can do this .. anyone can. I had no formal training. I'm a housewife! I just opened the old case, looked in, saw what went where, and built my own. I refuse to pay a company to build something for an outrageous cost, when I can do it myself so very much cheaper.

I purchased a Gateway back in 99. I will never again. I experienced most of what has already been said. Gateway employee Tom, I don't even know what to say. Liz - Way to go!! Can't wait to see results. I'm so tired of every big company out there. Customer service is a thing of the past. Hell, I can't even get a Whopper made my way anymore.

Just wanted to thank the eloquently spoken Gateway Employee for more ammunition in my fight against Gateway, their credit cards and their "could care less" attitude. I am putting together a package of these complaints to bring to my State Attorney General Office & the FTC in an effort to get them to investigate these practices. I'm only a single person, but I'm gonna do whatever I must to make this situation right not just for myself but for as many people as possible who have been ripped off by Gateway.

Well, Tom, thank you. Your inability to get your point across without resorting to name calling is exactly what I would expect from a Gateway representative. How is it that you in any way have shown that Gateway cares or wants to help the customer by calling us twits and retards? If anything, your response is the precise sort of condescending, holier-than-thou attitude I received on MANY occasions when dealing with your company. Thank you for so accurately depicting the level of "customer care" that has made my purchase such a nightmare experience. I'm curious, Tom, how you have addressed my particular problem, and how, without knowing my personal experiences with Gateway and my system, that you are so easily able to judge it was my fault? And why even respond? Was the purpose of your response to express how much you dislike Gateway's customers? Because basically, that's all I got out of it. And while I may be just another "whiny" customer that you need to "shut up", I pay your bills, buddy. "Why do we care? beacuse if you return it we lose money. That is why we care." Way to make my point for me. Thanks again for your helpful and well thought out response, Tom. I'm sure you and those like you all have a shiny future at Gateway.

Well, Tom, thank you. Your inability to get your point across without resorting to name calling is exactly what I would expect from a Gateway representative. How is it that you in any way have shown that Gateway cares or wants to help the customer by calling us twits and retards? If anything, your response is the precise sort of condescending, holier-than-thou attitude I received on MANY occasions when dealing with your company. Thank you for so accurately depicting the level of "customer care" that has made my purchase such a nightmare experience. I'm curious, Tom, how you have addressed my particular problem, and how, without knowing my personal experiences with Gateway and my system, that you are so easily able to judge it was my fault? And why even respond? Was the purpose of your response to express how much you dislike Gateway's customers? Because basically, that's all I got out of it. And while I may be just another "whiny" customer that you need to "shut up", I pay your bills, buddy. "Why do we care? beacuse if you return it we lose money. That is why we care." Way to make my point for me. Thanks again for your helpful and well thought out response, Tom. I'm sure you and those like you all have a shiny future at Gateway.

Well, Tom, thank you. Your inability to get your point across without resorting to name calling is exactly what I would expect from a Gateway representative. How is it that you in any way have shown that Gateway cares or wants to help the customer by calling us twits and retards? If anything, your response is the precise sort of condescending, holier-than-thou attitude I received on MANY occasions when dealing with your company. Thank you for so accurately depicting the level of "customer care" that has made my purchase such a nightmare experience. I'm curious, Tom, how you have addressed my particular problem, and how, without knowing my personal experiences with Gateway and my system, that you are so easily able to judge it was my fault? And why even respond? Was the purpose of your response to express how much you dislike Gateway's customers? Because basically, that's all I got out of it. And while I may be just another "whiny" customer that you need to "shut up", I pay your bills, buddy. "Why do we care? beacuse if you return it we lose money. That is why we care." Way to make my point for me. Thanks again for your helpful and well thought out response, Tom. I'm sure you and those like you all have a shiny future at Gateway.

Well, Tom, thank you. Your inability to get your point across without resorting to name calling is exactly what I would expect from a Gateway representative. How is it that you in any way have shown that Gateway cares or wants to help the customer by calling us twits and retards? If anything, your response is the precise sort of condescending, holier-than-thou attitude I received on MANY occasions when dealing with your company. Thank you for so accurately depicting the level of "customer care" that has made my purchase such a nightmare experience. I'm curious, Tom, how you have addressed my particular problem, and how, without knowing my personal experiences with Gateway and my system, that you are so easily able to judge it was my fault? And why even respond? Was the purpose of your response to express how much you dislike Gateway's customers? Because basically, that's all I got out of it. And while I may be just another "whiny" customer that you need to "shut up", I pay your bills, buddy. "Why do we care? beacuse if you return it we lose money. That is why we care." Way to make my point for me. Thanks again for your helpful and well thought out response, Tom. I'm sure you and those like you all have a shiny future at Gateway.

I work for Gateway. Hey Adolph - Onsit does not cost 99 dollars u twit. I costs an exta $30 for freakin 3 years of on site service. Gateway is the only company i know that will go above an beyond the call of duty to shut you whiny people up about problems that you guys create. I can recall countless times where extra money was givin back to the retarted customers because they like to take advantage of Gateway's "above and beyond" attitude. You will never find a company like Gateway that A: actually makes their own computers, tv's, dvd player's, etc... B: actaully services the stuff right their in the store with trained technicians C: actually hires trained sales professionals that will actually give a d**n about you problems. Why do we care? beacuse if you return it we lose money. That is why we care. That is why Dell, Circuit City, or Best Buy will never care.

Tell 'ya what, Nicole: On 11-09-98 I purchased a Gateway G6-350 desktop, and paid extra for the "years 2 & 3 offsite service". The first year I owned the computer, Gateway answered my sporadic calls in a timely manner, and I usually received, helpful,knowledgeable advise. Gateway made one trip to my house to replace the motherboard (their decision) which ultimately proved to not be part of the problem at that time. At least they tried. The modem went bad at about 9 months and they sent one for ME to install. So much for 'on site service'. At about 13 months EVERY problem I encountered was declared to be a "software issue", and therefore not:[1]Anything they'd discuss or offer phone tech support [2]"Software issues were NOTcovered by the warranty". This was coming from a "Tech." that was obviously inputting our dialogue into a computer database for answers to questions on which he didn't have a clue. I still had nearly 2 years of "onsite service" left for which I paid $99.00. What a pi$$away! The tech 'phone lines were always tied up, the techs. (if / when you got through) were brusk and most often unknowledgeable. The computer actually did deliver marginally satisfactory service. The hassle of obtaining any meaningful support from Gateway actually did expand my knowledge of performing service tasks that came up. (Did I have a choice?-That's a rhetorical question) Finally before the three years was even up I stopped in at the new Gateway store locally to enquire about the "Trade-in Reference Documentation" they so proudly touted at the time of my sale. Such a deal! I was told my complete set-up (including Boston speakers, 17" monitor,CD/DVD, Yamaha 6/4/24/SCCI CD burner and ALL else) would bring in a $40.00 trade-in credit on a new P.C. I told the dumba$$ it would be more to their interest to declare they couldn't 'do' trade-ins. Gateway "trade-in advantage"; what an unmitigated farce and F-ing insult. I had a local "computer guru" build up a new one for me using part of the Gateway 'stuff'. I will ABSOLUTELY NEVER buy another Gateway PC. Nor would I consider a Dell, as the complaint sites are rife with complaints very similar to what I experienced on my Gateway.

I have worked for Gateway for less than a year. I have worked in customer service most of my working life. I can say with absolute certainty that Gateway stands behind EACH and EVERY computer that is built and sold! I can say I personally have given 110% to each and every Gateway customer that has called in with an unresolved issue regarding their pc. There have been times that we have installed a motherboard, power supply unit, even a hard drive that we didn't know would be a problem until the issue was called multiple times. Whenever this happens, we usually try a different brand to see if it works better with our systems. Unfortunately, for the customers that purchase a system that had these "defective" products, because a motherboard, hard drive, even the power supply unit is configured a certain way, we can only replace or fix this item. The new one would only cause more problems than solve them. I am not sure if this is explained at the sales counter or in the sales dept at point of sale, but under our limited warranty, we reserve the right to attempt to FIX or REPLACE the part first and foremost. We even allowed our customers out of warranty to EXTEND their warranty up to 60 days outside of their EXPIRED warranty...all in the name of CUSTOMER SATISFACTION. I can honestly say Gateway goes above and beyond the "call of duty" in order to make our customers happy!!! if there is every a point where a customer feels like they were "blew off" or you get someone who says "that's not my problem", I GUARANTEE it is nnot something that person's Manager knows about. We strive for "first call resolution" and we get in a LOT of trouble if someone calls in and reports ANY nonsense such as that! I am at work MON-FRI 8am to 7pm and would be more than happy to take ANYONE'S issue on first hand. THAT'S WHAT WE DO!!! IF THERE IS EVER A TIME THAT YOU FEEL LIKE WE DID NOT HELP CALL US BACK. I PROMISE GATEWAY IS TRYING TO RETAIN CUSTOMERS NOT LOSE THEM!! We may not be able to replace your system (and I have seen situations where have have in fact replaced some systems), but we wil aim to resolve your issue so that both Gateway and the customer leaves feeling satisfied. Now, there are times that there will be that 1 person out of 100 that still felt like we did not resolve their issue. But that is 1 out of 100! how many companies can say that! Most of our complaints come from customer who: 1) tried to get a refund outside of the 15 day LMBG (sometimes 1 or two years from date of purchase) 2) they want to have a part replaced outside of the limited warranty 3) they want Gateway to send a new system in place of one outside of the limited warranty 4) they want Gateway to replace a system dropped, water spilled on, a power surge fried out, or any other operator related malfunction Again, if there is a time where you feel like you did not get the service Gateway strives to provide, please call back, INSIST on a manager and your problem WILL be addressed. I love this company. I loved my Gateway computer so much that I tried for three years to get a position here just so that I can help provide the service I received when I purchased my computer in 1999!!