Comments on: Bad Experiences with Gateway Tech Support

By: Former Gateway employee

Former Gateway employee — Wed, 07 Jan 2009 06:22:12 +0000

For MPC or Gateway Tech support, check this out: http://mpctechsupport.blogspot.com/

By: Bruce

Bruce — Thu, 24 Jul 2008 23:23:50 +0000

I returned a workstation to Gateway for repair under warranty. To make a long story short, they lost the computer (twice), delayed repair for weeks, shipped it back to the wrong address and finally when I got it back it did not work. I had to spend over 30 hours on the phone to get it through their system and had to pay out of my own pocket to get it shipped to the correct address. Their response to my letter was that they “followed policy” and therefore they felt that they was not responsible for their own errors. How is that for growing a big pair!

Also beware, Gateway informed me that any computer returned more than once will be given a “low priority”.

So if buying a computer keep in mind, the cost is not just what you pay for it but what level of service you get after that sale. I could have bought the equivalent computer from Dell, HP or any other reputable vendor and ultimatly saved money over what the Gateway computer has cost me!

By: Jerry Nolan

Jerry Nolan — Sat, 29 Mar 2008 15:59:45 +0000

These stories are all the same. All of us bought a piece of shit Gateway and we all got the same tech support from some third world country that speaks broken english. I had issues within a week of receiving my POS Gateway called support 30 mins of wait time and I got a tech that ran me through the mill and told me my video card was intagrated in my mobo and it was bad and I needed to send my comp back to be repaired. I told the tech alien that I was looking at my mobo and it was not an intagrated video card. He kept telling me that I was wrong that my comp had an intagrated video card and that I would have to send it in to be repaired. Well I hung up on him and called back and got a sweet lady that promply lead me back through the mill of can repairs to no avail, so she told me I could send it back or take it to the Gateway store to be repaired but in a soft voice she informed me that if it were her computer that she would not send it in or take it to the Gateway store that they did not know what they were doing that if I wanted she would send me a video card so I could repair it myself. Well I was scared at first since it was under warranty but I agreed. Well I got the first of two videocards and replaced it and still no fix so I called tech support again and they said that my mobo was bad and that they would send me another mobo. Well as I said before I was scared to replace my videocard and now I was going to have to replace my mobo, I had my computer for three weeks and I had personally replaced two videocards,my mobo and had wrote o’s to my harddrive with the help of some techs that did not know shit about the products that they sell. Well now after 6 years with my POS Gateway and 3 video cards and 1 mobo I have decided that I know more than Gateway support and I will never buy a new computer from any company. I would build it myself and tech it myself it’s not like you need to be employed by Gateway or Dell to not know shit about what you are doing to get the same results.

By: Gateway Computers Support SUCKS

Gateway Computers Support SUCKS — Wed, 27 Feb 2008 15:13:11 +0000

I bought a Gateway a 2 years ago and was sorely disappointed when I needed tech support…..to make a long story short – if you are Canadian, DO NOT BUY GATEWAY BECAUSE THEY DO NOT SUPPORT CANADIAN CUSTOMERS. I was transferred to at least 5 different support people, was treated like crap and still my PC is not fixed because Gateway doesnt ship recovery CDs to Canada….I used to be proud owner of Gateway, now I warn others to stay away from them.

By: instyne

instyne — Sun, 09 Dec 2007 15:52:37 +0000

Try going to tech Power UP! Forums. Type C51GU01 in search , then read 6 pages of horror stories about this mobo and Gateway.

By: oldscrazy

oldscrazy — Wed, 29 Aug 2007 04:22:48 +0000

First let me say to the people here that do work for Gateway that you are jaded. Gateway is the worst company I have ever come across. I bought a GT 5056 that happened to have a Foxconn motherboard in it. Now at 15 months the motherboard is kaput. It has been at the store where I bought it being tested for the last two days. They can’t fix it and Gateway won’t sell a replacement motherboard even though the company purposely uses a set up that you can’t buy aftermarket motherboards to repair your computer. In the last few days, I have been all over the tech boards on the net and I’m finding out that a lot of people are losing those motherboards at about the 15 month mark. Some earlier this year were told that they could buy a motherboard from Gateway for $200 but now people (me included) are being told that they don’t sell replacement boards. Seems to me that Gateway knows about the problem with these boards and are keeping the ones they have in stock for warrenty work. Gateway touts itself as a ethical company and yet this is totally unethical. You don’t manufacture a computer that in no way, shape or form can be repaired and so sorry! When Gateway realized there was a problem with these boards(I’m finding postings of this problem back to right after this model with this board was released) they should have issued a recall to repair or replace them. I wasted $800 for something that can’t be repaired or used. I have a friend who claims that they do it on purpose to get people to buy more computers,built in opulance. If that is the case, so sorry! I won’t ever again purchase a Gateway. To those of you in customer service, first, for some of us it is more than a computer, it is our livelyhoods. My business is internet based and when my computer is down, I don’t make money not to mention the hours spent trying to find out what is wrong. Second, these people who buy from Gateway work hard for their money to pay for them and they should not be cheated out of it and they should be treated with respect. Ever hear of the old adage….the customer is always right? I got quite a dose of the disrespect from both the tech support department and the sales/upgrade departments over the last three days. All I needed was the manufacturer, model, and cost of a replacement board or if there was another brand of board that would work. No one would answer me till today.Now I know this info is available on your web site for the manufacturer and model number but when your computer is down, that is not available. I was “accidently dis connected, put on hold and then transfered to other departments without my knowledge that I was being transferred. I could have seen someone doing that if I had been rude ,yelling. or demanding but I wasn’t then. I am now! I give most companies leeway especially in the electronics area but to create a machine that won’t last over a year and can’t be repaired, no leeway! I’ve never sued anyone in my 53 years but I’m seriously considering contacting a lawyer to see if we can get a class action suit going.

By: Saiman

Saiman — Fri, 01 Jun 2007 08:39:34 +0000

As I read Glenn’s emails with Gateway, I am shocked.

Not because of his awful experience… but because, it has been a year after that, and Gateway has not yet fixed the problem posting an update for the firmware.

I’m now going through the same problems that Glenn went through, trying to make them understand what is meant by updating a ‘firmware’ or DVDRW drive.

Glenn, I don’t know if you’ll be reading this so late, but I am really curious about what happened in the end. Were you at all able to fix the problem? And, if you did, could you tell me how? It’s driving me nuts.

- Saiman

Glenn: Below is my email Thread with Gateway….. naturally read from the bottom up

…..

Thank you for your reply.

I am absolutely convinced that you are collectively the most incompetent human beings I have ever encountered.

The only way I can think that you are not morons is perhaps you are paid per response instead of per ACCURATE response.

If you would bother to read through this email thread, you will see that this is the second time that you have advised me to upgrade my Toshiba DVDRW. Clearly I keep telling you it’s a Lite-On drive, not a Toshiba drive.

Please pass this to someone who knows how to read.

Please ask them to read the section in BOLD below surrounded by $$$$$$$

I intend to get at least one of the two questions answered before I write to your CEO.

Glenn

In a message dated 3/26/2006 9:22:58 AM Central Standard Time, emailtech@gateway.com writes:
**********************************************************************
Hello Glenn,

Thank you for contacting eMachines.

I see that you having an issue with your Gateway system.

I could relate to how inconvenient situations like this can be and I
know how you must feel.

I would suggest try to look at your my computer then right click after
that click manage then click device manager in your right window click
(+) postive sign DVD/CD rom drives after clicking you can see if it is
“TSSTcorp CD/DVDW TS-H552B” drive is listed in Device Manager and has
firmware version GA02 or GA03 installed. If you don’t have you not allow
to upgrade or update your DVD/rw or DVD rom. And if your DVDr/rw is
working properly I advised no need to update or upgrade your DVD r/rw or
DVD rom.
And if your DVD-r/w DVD rom is TSST please back to us to solve your
issue, Thanks.

I hope that you find this response informative.

Please reply to this message if you require further assistance with this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.

Sincerely,

Ben
Badge EME0034

By: Bob Kozlowski

Bob Kozlowski — Sat, 19 May 2007 00:14:37 +0000

Dear Cavemonkey,
You have no idea how wise you are not to have sent your computer to Gateway for repair. A few years ago I had a brand new Gateway, purchased at the Huntington Beach, CA store. A few weeks with the computer the “Word” program would not open. Our IT person was out on a project, computer under “warranty” so I took it back to the store. The store had a sign in tech support that stated Gateway was not liable for software glitches or problems. The tech assured me my software would be Ok, he put it in writting, twice, underlined it once. I offered my backup discs or blank discs if Gateway wanted to make it’s own backup. Again I was assured there would be no problem. I was told the computer would be ready in two to three days. After the three days I started calling, told it would be ready the next day, etc.
Two weeks later I was told to pick it up. When the tech brought the tower out he said they had to replace the hard drive and that I didn’t really want the old drive. I told him as long as the data was transfered I didn’t want the old drive. I was then informed that to transfer the data was going to cost $75. I grabbed the box with the old drive, grabbed my tower and screaming at the incompetents in the store, along with clients, that Gateway would pay.
Our IT came right over and spent the night reloading the computer with every program, putting in the backup. We then had to spend a week verifying everything. it was a nightmare.
Repeated phone calls for a manager at the store were never returned. He was in hiding. Phone calls to corporate HQ, in San Diego were never returned. I tried contacting Ted Waite, founder and CEO. He was in hiding. I tried middle managers, the silence was deafening. I sent an invoice to South Dakota for the cost os repairing Gateway’s screw up. Declined, in writing. The only response came from the cyber people, behind computers, saying so sorry, too bad read the warranty. The warranty says Gateway is NOT responsable for hiring techs not qualified to clean restrooms and if there is a dispute the client (me) must go to binding arbitration. Binding arbitration consists of phoning an attorney (Gateway’s) giving him a credit card number for which he will charge $50 to tell you the warranty is worthless.
I took the branch manager to small claims court and was told by the judge the warranty says I have to go to binding arbitration and that Gateway is not responsible for it’s incompetents.
Our out of pocket expense to repair Gateway’s mistake? Over $6,000 for a $2,000 computer.
The problem with “Word”? the program “Normal” duplicated itself. A few clicks and a delete and problem solved. Gateway incompetents didn’t know that.
Warning: Don’t ever buy a Gateway computer. The warranty is worth less than used toilet paper (for the customer) and indeed can and will be used to defend it’s horrendous actions.
And from management? So sorry, too bad, read the warranty.
Bob Kozlowski
Nu Engineering
Garden Grove, CA

By: Don Brooks

Don Brooks — Sat, 05 May 2007 19:24:02 +0000

I tried to ask Gateway if I could buy a replacement motherboard, what a joke and I cant believe that they have such idiots I do not know how theyncan stay in business

By: roger schultes

roger schultes — Wed, 02 May 2007 23:32:45 +0000

i have been buying gateway for over 9 yr now .i have had nothing but good service for them, i well keep buying gateway

By: Art Hedstrom

Art Hedstrom — Tue, 03 Apr 2007 17:20:44 +0000

4/3/07
I just got off the phone with a Gateway Tech. She was very helpfull and polite. Can’t say enough good about Gateway.

By: scott

scott — Thu, 22 Mar 2007 15:08:52 +0000

Just had an issue with my new gateway laptop. Keyboard flex is a non issue like most of them with the exception of the top left corner. Very surprised they left his portion out of resolving but I left this along as all cheaper laptops have much more flex.

Then my battery is only living about 1/4th as long as stated it should. Not happy but figured they are all like that but my dell laptop battery lasts as long as stated STILL after 2 years. Oh well right?

Then my harddrive starts to go. Click of death. Might be 2 hours, 2 days or 2 months. WHo knows.

Now I have to call.

I call in, after dealing with an annoying menu not understanding my garble speak on my bluetooth, I finally got frustrated and kept hitting 0 until it connected me.

IMMEDIATELY someone answered. Listened to me complain, and now they are sending my both a new hd and a new battery. The positive is I get to keep the old battery for a spare for my trouble

Hold on cc for the HD is only $75 which is much lower than most companies.

Overall GREAT experience with gateway tech support – not so good on the product thus far as even the system specs don’t seem to match up in perf test with comparable systems.

By: John Pruitt

John Pruitt — Fri, 02 Mar 2007 00:36:01 +0000

I just had my first experience with the Gateway tech support. NOT GOOD!!! I received an error about my RAM. Said it only had 480K instead of 512K. I followed links from website into the chat with a tech. I ended up chatting with Tamera from the Philippines. She asked to take over my keyboard and mouse (don’t ever let them do that) She ran several commands, I couldn’t follow because of the screen delay. Then she told me my RAM was fine and I had 33gig left. I got really scared because she confused RAM with disk space. Before I could do anything she typed that she would help improve my performance. Without asking, she started running disk repair and because of the delay and the program she had, I couldn’t cancel it. I had to watch as she defragged my disk, deleted my internet IE files, cookies (all my passwords) When it was all said and done, my AutoCad2000 was trashed, my AGI32 programs were crashed and I had to completely do a reinstall including windows which as you know takes 8 hours just to do the upgrade patches needed. Gateway is saving a boatload of money exporting tech support across the seas, but I’ll be damned if I allow anyone in my company to buy another computer that is tied to their company in anyway whatsoever.

By: agentmg17

agentmg17 — Thu, 19 Oct 2006 13:50:10 +0000

thx james.

By: James

James — Thu, 21 Sep 2006 18:13:30 +0000

Well I work for emachines/gateway tech support, the same building I work in does both. Its not outsourced to india. Although they will hire anybody. And I mean anybody, you could walk in and get the job on the spot regardless of what you know about computers.

You do make very good money though, very good. Is it worth it screwing people over? I dont know. You see now matter how intelligent you are, you can only do so much. You cant replace computers that have been “fixed” many many times, you simply dont have the power and management doesnt really care.

Lots of people call in and ofcourse when they get fed up with our ridiculous policies they ask for a supervisor. I always let them talk to one, however it always takes atleast 5 minutes usually more than 10 minutes to even get a supervisor on the line. And these supervisors usually just state company policy back to you.

So buying a gateway/emachine computer and calling tech support is a big risk. You make get a nice and intelligent agent (I consider myself one) who is willing to take his time and not pointlessly over you sales, which the company is always trying to get us to do. To make sales. (I never offer any sales cause when you computer is broke you dont want to buy something to fix it. You just want it fixed.) And I also never charge for out of warranty support. Because when you pay the 20 dollar fee you either get one of two outcomes. You either get restore cds, or are told the problem and told to take it in to a local service center cause there is nothing gateway/emachines can do for you cause you are out of warranty.

So in conclusion if you must call our tech support, first of all dont trust everything the agent tells you to do, cause more often than not it is some idiot they hired off the street that is just doing the common “fixes” for the problem. You make get lucky and get an actual smart agent but even then there isnt much he can do for you cause he doesnt have the ability to go around company policy and actually get things done in a sane manner. He’ll help you the best he can though. But if you are angry and demand satisfaction, usually we cant really do anything to solve it.

It sucks… but its money you know?

-From the inside of corruption. James

By: Matt

Matt — Wed, 09 Aug 2006 02:46:51 +0000

Marie?

You work in tech support and understand the fact that our poor ousourced tech support in other countries is in competion of your job right?

By: Marie

Marie — Sun, 06 Aug 2006 04:51:09 +0000

Well I actually work in tech support and I am disgusted at some of the negative comments made here.
As for mister whoever it is with the 504 GR, if you could understand that everywhere you go you can encounter newbies well as you can understand mister we all are not as perfect as maybe you are. Be thankful that at least you were getting some help , perhaps not what you wanted to hear but is really all they could do. And about shipping the system … yeah perhaps you’re right it’s wrong … another newbie!!! lol.
So if you found out that foxconn did not make fans anymore why the ……… did you go along with it. Next time if you are out of warranty do not call tech support.
By the way I know a hell lot it is better to have the tech support than nothing you can end up really screwed believe me oh and you can also have your warranty extended to save you from going through all this hassle. And believe me no matter how old is your system and if the manufacturer of fans discontinue them they can still fix your system. The only reason why they couldn’t fix it is because you were out of warranty .

By: Angel White

Angel White — Sat, 01 Jul 2006 14:40:13 +0000

I just bought a burner and you guys do not have a direct way to tell me how to start to burn dvd’s so I need HELP!!!!!!!!!!