Gateway Computer purchased in Circuit City store. 2nd hard drive impossible to add due to short cables. Tech support person stated "what do you want me to do about it" and disconnected the line. Called back and spoke with a "customer relations" manager who was of no help. Drive bay would not come out of case when following instructions. Reason was there is an undocumented screw in the bottom of the case that he was unaware of and, apparently, so was the manual writers. If I hadn't spent the last three days setting up the main drive I would have returned it in a heartbeat. There is no excuse for the extremely poor customer service, undocumented procedures and poor and at best shabby planning by who ever designed the mainframe. Don't even think of buying a Gateway computer!!

Here is the deal. I didn't even actually order it. I did order a 21" monitor from them, but when I inquired about a tablet, suddenly a few days later, it was being shipped as well. Since my wife had played with one in Bestbuy, we decided at the last moment to keep it anyhow. (STUPID, STUPID, STUIPD)Then we discovered that very same night the pen function didn't even work. Now I have to pay a 15% restock fee to return the piece of crap! Did I mention the blasted thing didn't want to shut down as well?  
 
Tech support is now a toll number unless you pay almost $200.00 more for their Priority service. I now see that the "FAMOUS" spotted box is actually from the "Bull-Shite" exploding from their mouths on a daily basis!  
 
When they first started out, I picked up a Gateway computer. Back then they had excellent support. Beware people. Whatever you do, no matter how decent the deal seems. DO NOT buy from this company! We talked ourselves into it and now we are paying the price.

This review was modified by its author, Silverpenguin, on 3/28/06 9:29 AM.

Gateway sent a computer they knew was dead that had a dangerous short. Gateway's policy not to refurbish "refurbished computers" until they have been resold is dishonest and proved dangerous.  
 
This is a warning about Gateway products at Tiger Direct. I recently purchased a Gateway 836GM desktop from Tiger Direct. The machine was dead on arrival. Tiger Direct refused to service the computer saying that only Gateway will do that. After hemming for a week, Gateway eventually agreed to service the computer. A Gateway rep even told me that the machine had been returned to Gateway, determined to be non-functioning, and sent to Tiger Direct without anything having been fixed. The rep said this is what they do with their "refurbished" products. Gateway refurbished computers are not refurbished until after they are again sold to a customer. You will most likely be purchasing a dead machine if you get a refurbished Gateway from Tiger Direct. If this is not bad enough, the problem in the machine they sent me was significant enough that a portion of metal case was melted. I consider this willing endangerment of their customer. They knew that the motherboard had a short that cause melting damage on the computer for the original owner and would not fix it until the computer was purchased via Tiger Direct. Had I not been very careful, this could have caused a fire. The partnership between Gateway and TigerDirect is used to sell dead and potentially dangerous machines to consumers. They tell the consumers that the products are refurbished, but what they mean is that they are grudgingly willing to refurbish the machine AFTER you purchase it. It took nearly a month after these companies had my money to get a computer that could just boot up.

Absoutely horrible treatment from Gateway.  
 
Let me preface by saying I USED TO BE a loyal Gateway customer. I ordered from them 3.5 years ago and that system has served me well. It was built so sturdily that it crashed from my desk to the floor and plugged back in and worked! So I expected good service/product again.  
 
I ordered Gateway's best system. I ordered it with the best components. I knew that there were smaller companies with faster CPUs, but they would cost more. But this was fast enough and Gateway gave me a great price and a tetrabyte of hardrive as a free upgrade. So I was excited to get my order. Not only that but I am a professional author and I needed the computer as my current is completely full and I am doing photo editing on a book which requires a Wacom tablet that I can't install until I get a bigger hardrive. I placed the order on Dec. 28 and have recieved nothing but a worthless cable since.  
 
I would never have known my system wasn't going to ship had I not checked for myself. Everytime I would check my order it would be delayed. Finally, well after a month they called to say it would be Feb. 28th! I said, NO WAY. At this time all the CPUs they were offering were outdated already and I said that if the newer processors were shipping with the newest systems for the same price I had paid that's what I should get. They upgraded me to the top of the line processor (for an added fee!) and promised a delivery by feb 13th or so. I got a call saying it wouldn't be until Feb. 15th. Then nothing. I checked online and it said my order had AGAIN been delayed until the 21st. I wrote and said if there was ONE MORE DELAY I would cancel and never order from them again. And they wrote back and said my order was unfortunately delayed AGAIN until the 28th. Should anybody have to wait 2 months for a computer order? I've read other people reviewing sites complaining about ten day delays!  
 
Gateway USED to be a good company. They sold out and now they have the worst customer service I've ever encountered. I will never order from them and I used to be a loyal customer. GETAWAY from GATEWAY.  
 
I have since placed an order with Digital Storm. I sure hope they are better. I will be reviewing them as soon as I get my system.  

1. There's a 15 day return policy and 15% restocking fee. Upon opening carton, they make sure this is the first thing you see in the buyer's agreement.  
 
2. Made and assembled in Mexico and China.  
 
3. Out-sourced and overseas tech support. "Hello my name is Jamaji." They have support in the states too but it's all entry level.  
 
4. Non toll free support # (long distance domestic call).  
 
update: Gateway reinstated a toll free number for tech support. In my experience there's no answer during peak hours.  
 
5. I wonder if they out-source customer service as well. One minute they're selling Ginsu knives the next listening to pissed off customers.  
 
I would just go buy a system in a B.M store. At least you have 30 days to look it over with no restocking or shipping fees. I can't imagine worse service or support from Hewlett Packard or other store brands.  
 
good luck,  
 
p.s.  
 
If you do buy a Gateway system I would advise that you purchase the onsite warranty. Otherwise, you'll have to ship it back for service (I'm on my third motherboard). Also, in my experience, they require you to trouble shoot the computer before sending out a tech with replacement parts. This could involve anything from unplugging the power cord to removing all components from the motherboard. In my experience, the tech just installs the part while the user continues to trouble shoot with Gateway tech support if required.  
 
Bottom line.. There's a 15 day and 15% restocking fee stipulated in their insane buyer's agreement. The computer is imported. Tech support is sub-contracted and customer service doesn't seem to go much beyond other than directing your phone call. If you haven't purchased a Gateway since the 90's expect a whole different experience in 2006.  
 

This review was modified by its author, John99_, on 8/18/06 2:38 AM.

Horrible customer service and horrible computer part! Laptop was cracked on the side 9 months after I bought it. Sent it in for repaired and it took them 1 month to get it back to me with another problem. The keyboard was broken!!! Sent it back in and received it back within 1 week with a key missing from the keyboard! Went through a total of apprx 15-20 hours with customer services and tech supports. Tech support can't really help you since they ARE NOT the ones that fix your computer! They can only PROMISE, but their PROMISES are not valid and should not be taken seriously! Gateway should be investigated for doing bussiness like this!

Ordered brand new M280E tablet laptop PC, because required @ school. Took a month to get the laptop. A small button on side would not retract. Gateway Tech Support said would have to send me a whole new laptop; promised delivery by Nov. 4. Nov. 7 new laptop had not arrived; called Gateway; Gateway promised delivery by Nov. 23. Didn't arrive; called Gateway; Gateway promised delivery Dec. 2. Didn't arrive; called Gateway, tech said call every day. Dec. 4 tech from another company was servicing my desktop unit (not a Gateway); saw the laptop & fixed it in 2 min. Called Gateway 12/5 to cancel replacement laptop; Gateway refused to extend warranty or pay other company's tech. Gateway did not apologize for the 2 mo. delay in getting me a functioning laptop, nor offer anything for my trouble.

This was my third Gateway computer purchase. In general, Gateway tends to have lower prices but low quality hardward and horrific customer support. This will be the last item that I purchase from Gateway, but the customer service is so bad.

Gateway is selling old M680 Notebook Computer as their New NX850 notebook computer. It is labeled as an NX850 on the outside but in the system properties and System information it clerly states it is a M680. They acknowledge it as an error but refused to provide any compensation.

I purchased a convertable notebook computer from Gateway, along with a 3 year extended warranty. After sevral months of use the latch cracked, and the notebook would not close properly. Other stress caracks were beginning to form where the cover was screwed on, as well. It had never been off the table where I use it. I called Gateway, where the tech that I spoke to stated that it would be covered under warranty. I was charged $44 to send it back to them, and to cover shipping costs. Three days later a tech called to tell me that it was considered abuse, and that it would cost $170 to repair the latch. I told him this was unacceptable, as it was clearly a bad part. I was informed that I would have to pay the charge or the unit would not be fixed. I told them to return the unit. I tried to later call the service center to discuss this with a supervisor. I was informed that there was no mthod for the consumer to contact the repair center, and that they were only avalable through internal email. I sent several emails to Gateway customer service, and the responses I received were "canned", and it was quite clear that no one ever read the emails. Gateway has lost a customer forever, here.

I placed an order for 10 1GB Simpletech DDR2 memory at gateway.com on 06/08. They finally shipped them out on 07/21 (without any notice of delay). I received them today and they shipped me 512MB DDR2 modules. They changed my order without my permission to a lower capacity memory but still charged me the same amount as 1GB memory. Basically, I feel this was a "bait and switch" done on me.  
 
I called Gateway and was talking to a rep with just 30 second hold time (pretty good compared to Dell). They issued an RMA, but I never actually got any apology. They said they will refund the entire amount back to my CC.  
 
I've had great buying experience with Gateway in the past but I don't tolerate stunts like this pulled on me... so I will keep my distance from Gateway for a while.  
 
 
UPDATE: After I left the review above, I proceeded with RMA and all the return process that is involved. I did everything exactly as they instructed me and guess what happened, I received a refund of $71.18 on 08/17, instead of getting $711.72! When I first saw this I was just furious! I called them and after lengthy process of them confirming everything, they issued another refund. The CSR was very nice, but overall, it has been a horrible experience with Gateway. I doubt that I will ever do business again with gateway.  
 
First they pull a BAIT & SWITCH on me, second, they screw me over with a refund "error"... What a waste of time! Not to mention, I have never once received an apology for either of these BIG MISTAKES! I think an experience like this is enough to scare a customer away!

This review was modified by its author, rag15, on 8/26/05 9:53 PM.

Their customer service was absolutely awful. They sent us a computer WITHOUT a video card, I spent hours on hold,instead of a video card they ordered us a modem, they tried to charge us twice for the video card and refused to install it themselves.

Purchased a laptop from Gateway over the phone. Laptop arrived a little late with the incorrect screen type and a bad DVD-burner. It was also missing the extra power supply I ordered. I had to call serveral times to get the extra power supply delivered.  
 
Almost three months later I've given up on returning it for a different screen but I'm still trying to get the DVD-burner replaced. The latest is that I will have to wait until mid-April for the burners to arrive from backorder. This is FIVE months after I purchased the laptop. For now I am mapping a drive from another machine in order to install software.  
 
Overall the laptop works OK but as a desktop replacement it doesn't feel fast at all. It's a 3 GHz machine and feels the same as my old 1.4 GHz machine. It has the same amount of memory and the same hard drive speed.  
 
Customer Support and Tech Support typically bounced me back and forth until one of us gave up. I've had mixed experiences. Some folks were great and really tried to help. Others were hard to describe. One girl just kept repeating my two options with no emotion like a recording. The only time she showed emotion was to say I hope you have a NICE day (sarcastically) when we were through.  
 
I was really hoping Gateway had changed and I bought this laptop against advice from others because of it's price, design and features. I've learned my lesson.

This review was modified by its author, r00ster, on 2/4/05 4:28 PM.

my order was cancelled without my knowledge. It was partially shipped. When I was told who I needed to talk to the extension was not a functioning number.

I purchased a Gateway 200X laptop from Amazon and really liked this laptop. it is very sleek and professional. The laptop itself has been performing well except the left side speaker not working. I called Gateway customer service and they told me I need to pay for shipping my laptop to them for repair !!!! I had several other brands and never had to pay shipping for warranty issues. another issue with Gateway is warranty, when I bought this computer from Amazon I was told it has a one year warranty from date of purchase. Gateway started the warranty fro the date they sold it to Amazon which made my warrant only 11 months. I called Gateway several times and they said they will fix this but they never did. Horrible customer service I will probably think twice before I buy a Gateway product again !!