Comments on: Gateway Tech Support Problem

By: bobby

bobby — Tue, 07 Jul 2009 02:34:44 +0000

the gateway i have is very nice and i thought i would buy another thats until i wanted to get more memory and or ram .i tried everything to get gateway to tell me why my serial number is not valid and i bought it new at best buy. i wanted to talk to someone to resolve this but they could care less thats why the computor i hate is a Dell but i would rather buy one than a gateway because atleast Dell will help and resolve issues. You buy a gateway you are just stuck.

By: CCC

CCC — Thu, 04 Jun 2009 05:41:14 +0000

I have similar awful experience with their warranty. I purchased a m-series laptop back in March of ‘09 hence its still under manufacturer’s warranty.

One of my key broke. It’s a single key – “F”. I simply explained to gateway support that I simply removed that single key in order to clean the debris underneath: I successfully removed it, and right when I push it back, it would not click in place. So i tried again, only to find out that these cheap, thin, flimsy, skimpy keys the “hooks” had broken on the other side.

They simply said that it was CUSTOMER INDUCED therefore its not under warranty. I’d have to buy an entire keyboard and have it replaced. I got very upset and tried to reason with them — “key (caps) are supposed to be able to sustain the pressure of being removed and pressed back and if you guys produced some cheap, extremely thin keys skimping on material and cost unable to meet the standard normal use, and I’m liable for the damage? When you guys produced something so faulty and expect me to absorb all the cost derived from using your product? ”

It’s just aggravating dealing with them. Because at the end, it’s all customer induced. Because we’re the one using the product, it will always be customer induced.

By: MU2

MU2 — Mon, 01 Jun 2009 14:15:00 +0000

Well Gateway does suck but it’s not the machines fault it’s the dumbass overseas “help” they’ve hired to “answer” customer’s questions. I have need of tinkering with a system that I own that happens to be a Gateway computer and those dumbasses won’t send me the BIOS source. They say it’s against policy….to send my the source code for the BIOS…..for a computer I own….sigh. I think that the real reason is that the raisin head that was “helping ” me doesn’t know a BIOS from the cow that he thinks is his long dead aunt. I also think that if he took his finger out of his nose long enough to ponder the brain damage he’s most likely doing, he might not pick his meals anymore. I’m kinda pissed….ya think????

By: Kenny Patnett

Kenny Patnett — Sat, 14 Mar 2009 06:28:51 +0000

I got what I thought was a great deal in Mexico on a Gateway computer at Sam’s Club. The OS and all software was in Spanish which wasn’t a huge surprise. I contacted Gateway asking for the OEM version of the preinstalled software in English. I don’t read or speak Spanish.
What follows is a sample of e-mail support.
Customer:
bought my new computer at Sam’s Club in Mexico. All installation documents, the operating system is in Spanish. I need the preinstalled software and installation documents in English. I was informed i could have these sent to me for $20.00 non refundable.The chat live people keep sending me to websites that has nothing to do with solving this problem.
This is my 6th Gateway computer and I hope to buy my 7th.
Tech support:
Thank you for contacting Gateway. I apologize for the inconvenience that you have experienced. As for your concern about the Recovery Discs for the computer in English, please be advised that since the system was purchased in Mexico, you need to contact Gateway Mexico for further assistance. Gateway is a regional company; as such, each region is responsible for providing parts, service, and support for products sold in their region. I hope this clarifies.
Customer:
I am sorry, but this will not solve my problem. Gateway Mexico’s website is in Spanish and I don’t read Spanish. So I am assuming that your company expect me to use my $1500.00 computer as a doorstop because of your regional differences. I have worked for regional companies and all region supports each other which benefits the company.
What is the big deal sending me the software in English, I am not begging for it, I am willing to pay.
Customer:
I do not read or speak Spanish. I apologies but i am getting frustrated after trying for the past 2 days to resolve this issue.
Tech Support:
If you wish to order a copy of Recovery Discs for the computer, the system needs to be registered first. I have been unable to locate your system with serial number PTG—— in our records since it was not directly purchased from Gateway. However, I will register your system in our database for you. Please provide the following information:

Complete Name:
E-mail Address:
Complete Address:
Home Phone Number:
Work Phone Number:
Store Purchased From:
Purchase Date:
Price:
Model Number:
Serial Number:

Respectfully,
Gateway Online Technical Support
Customer:
Sends requested information without phone number.
Tech Support:
For me to be able to properly register the computer, please provide a valid Home Phone Number.

Respectfully,
Gateway Online Technical Support

It goes on like this for awhile. I don’t have a phone for personal reasons. They close the session without resolving the issue and ask me to try again in 7 days.

Gateway really sucks.

By: rei

rei — Sun, 28 Sep 2008 23:51:25 +0000

boy do i feel your pain Chris!
however, i would like to point out something to Mr. Rob Brewer, even though there is a slim chance he will read this.
i did send my gateway laptop to get repaired. that hasn’t seemed to help either – the warehouse has had my computer for over a month.

the same day the warehouse received it, the CSR status log – or whatever they call it – shows a note saying “part on hold.”

my screen went out, apparently a simple video card issue.
and apparently a common video card wasn’t available at the warehouse… because apparently many folks who bought gateways recently have had the screen go kaput on them.
so to our friend Mr. Brewer, sending the system to get repaired doesn’t really fix the problem. especially if many computers have the same thing go wrong.

i tried calling the support operations or whatever they call themselves, but being on hold for 20 minutes led me to wonder if i had called after their operation hours.
no, in fact, they were there answering the phones.
it’s just that they have an even longer queue than usual because so many customers have had the same part malfunction.

boy do i miss my Mac!
anybody out there happen to have an AC adapter lying around for an ibook g3?
that would solve my issue with gateway by making it a moot point.

who’s up for starting a class action lawsuit against those aspects of gateway’s support/service/warranty efforts that are genuinely at-fault in legal terms?
false advertising is just one of many issues i can see as creating legal problems…
during one of my conversations with the CSRs i mentioned going online and telling people not to buy their product, and i pointed out that the reasons i’d list would be technically true, so they would not be able to accuse me of liable/slander/etc. …
geez louise, what happened to true customer satisfaction? accountability? why does it seem like companies have to be sued before they act ethically (or even logically)?

By: Jon

Jon — Wed, 10 Sep 2008 15:32:12 +0000

Props to you for actually getting a live person to speak to, who spoke some form of English. I spent 30 minutes fighting with the automated attendant for technical support and finally gave up and called the sales number, which, miraculously, resulted in a real live person in only 20 seconds….wow…then I found out that gateway doesn’t even have it’s own sales department anymore, you get tigerdirect.com for sales…HAHAHAHAHA…he gave me a back door number to punjab in outer New-Dehli who was able to tell me in broken english that there was nothing he could do for me either.

GO OUT OF BUSINESS ALREADY GATEWAY!!!!! YOU SUCK!!!!

By: Glen

Glen — Tue, 19 Aug 2008 01:10:19 +0000

You should call gateway support again. The tech you previously talked to is dumb and STUPID. Maybe she is new to the company and do not know what she is doing. ADP should work for you and they should replace the card.

By: Chris Pirillo is angry? That never happens.

Chris Pirillo is angry? That never happens. — Tue, 22 Jul 2008 06:25:45 +0000

[...] his plight, and it's something that Gateway customers should be aware of. To get the full picture go read Chris' story all the way through but the short version is this: he spilled coffee on his system and it killed his video card. The [...]

By: Your daddy

Your daddy — Sun, 13 Jul 2008 13:27:49 +0000

Stop whinning fat ass and go buy a new video card! obviously, you screwed up warranty or no warranty – if you can’t do that go fill your holes lol :P

By: Neil

Neil — Tue, 01 Apr 2008 15:20:17 +0000

Gateway Technical Support in my opinion should be renamed to Technical Collapse!

I had a Gateway laptop from new for one month and the external powersupply/transformer died. Rang Gateway tech and they said they would send a new one via courier straight away. Two wks passed and nothing. Rang again an they knew nothing of my original enquiry despite I had a origination/reference code for the first call. They said they would send one out straight away again…..Three wks later – Nothing! Went to Staples where I bought it from and they exchanged it there and then with a display model’s supply.

Circa three months later I got a mysterious unexpected package through the door…..You guessed it!

Currently, have a broken hinge on this laptop, Spoke with gateway and they concluded I would have to send my laptop to Germany (from UK) for it to be replaced. I can fix this myself quite easily, I just require the parts.. They would not even give or find out the part number for me.

This is despite, and I quote from uk.gateway.com, they have a

“End-User Replaceable Parts Programme (EURPP)
This innovative programme gives you a fast and easy way of solving your computer problem. If your Customer Care representative concludes that your equipment needs a new part, it will be shipped to your door along with simple, step-by-step instructions on how to replace the defective part.”

Thats only for desktops I was told!!

I am currently waiting for a response to a vivid letter I sent to their UK HQ.

Will post with response, if I ever get it!

I will never ever again touch or go near a Gateway product. I have absolutely no faith in them whatsoever.

By: LadyWreck

LadyWreck — Tue, 26 Feb 2008 13:16:01 +0000

O.K.

For one where did you buy that accidental plan i know for a FACT gateway sells but only the 1 year extended service

99.00 = 1 Year desktop
139.00= 2 Year Desktop

109.00= 1 Year Notebook
189.00 = 2 Year Notebook

And They Cover EVERYTHING On The Notebook/Desktop That Is A MANFUCATER DEFECT, So If You Spilled Coffee Guess What Idiot Thats Your Fault.

P.s The Accidental Coverage Is Thru The Store
Go Take A Look At That.

I Love MY Gateway
Its Had Problem Like The Hardrive But They Shipped Me Out One For 75. Hold On A Credit Card PAYED FOR SHIPPING AND HANDLING Then I Just Used The Prepaid Shipping Labels To Ship The Defective One Back And They Took Off The Hold, Took Only All Togather 8 Days.

Their Technical Support Is outstanding Have You Read About Or Heard About DELLS TECH SUPPORT!!!!! You Better Be Glad Their Based In The U.S And Take The Time To Answer Questions..

I LOVE GATEWAY.

By: Kevin Ni

Kevin Ni — Thu, 13 Dec 2007 05:53:24 +0000

Yes, that really sucks for having to send in the laptop. You can take out the harddrive and connect it to any PC with a notebook drive kit. And backup it up before sending it in. I think that’s you major concern.

Overall, I’ve been pleased with the on-site service for notebooks-gateway. When I knew the problem was the heat sink and fan, and the hard drive, they send the parts, and a technician even called the next day to replace it.Onsite NBD means next day fed ex air delivery. I’ve also had the laptop just die on me-no screen, no hd activity, just the power light on, which required me to send it in. They offered me the option to replace the motherboard, but you know you can’t guarantee that’s what’s faulty, and I sent it to get the whole thing replaced.

By: wanda

wanda — Sun, 19 Aug 2007 12:39:04 +0000

Hi …can you tell me why my icons on desk top dissapper?…i had to do system restore to get them back…no new software and total scans was done , no virus detected…also at times when I happen to go to a web site internet explorer will stop it saying it does not support the site?

By: bob

bob — Tue, 24 Jul 2007 20:25:32 +0000

i had a simaler problem….. i have a gateway notebook that i purchased from best buy(beast butt) and the sales rep in store sold me tat for an extra 99.99 i could get an A_D_H acentental damage and handling …………………………..the sales rep was like “” *wink winnk( if you acendentally break your system.. you can just bring it in and get it replaced… or get a refund

so i had a legit broke dvd driv keyboard and mouse that was manu defects………

i made the 65 mile trip up to bestbuy with gas at 3.29 a gallon at 10 miles to the gallon…………. went in looked at a system….. a nice hp that was 50 dollars less than mine…………..

i went up to the geek squad service center in the store and told them that ive had it with this laptop…………………. the waranty will expire soon and could i replace it with the HP ****9z notebook ( i liked the looks) they said no.. your warranty dont cover replacement.. i swaid i was tild ot does.. this went back and forth about 5 times before i just had to say whatever.. and they tld me to just call gateway for the replacement part….. so go figure………..

By: joe lee

joe lee — Wed, 18 Jul 2007 04:39:44 +0000

i had a problem with gateway also, the cpu fan kinda burns out and the laptop is as hot as fire. i call tech support at 1-800-846-2301 for replacement, and i was out of luck, having them criticizing me for putting the laptop over the carpet or lap. since i bought the laptop from bestbuy, i called geek squad. they told me to call the number under the laptop, right on top of the serial key, 408-273-0808. i have to tell them the problem and what is the possible cause. the operators had zero knowledge and she told me that the hard drive could be reseted to factory default. i ask her for sure and she told like 15 minutes to give the answer of “yes.” however, i did get tech support and ended up sending the system back and they replaced a new fan and a new ram, since one of the ram got burn out. still never ever again buy gateway. they are garbage.