1/5
posted Oct-30-2008
I lied with the purchase date - it was Sept. 4th 2006 (not a drop-down option). However, I also purchased an extended warranty for 2 years, so it's still in force.
Last May it started spontaneously rebooting on occasion. I assumed it was software, and in June it got bad enough that I felt I must do something about it. In order to eliminate the possibility it was hardware (before I painfully started from scratch with the software) I asked them for a hardware diagnostic - especially a memory diagnostic since that was the error report. They never provided one even though I asked for it repeatedly over the period from then to last month (September). They questioned my extended warranty repeatedly (I even provided the number) and asked me to do a hard drive test (built in to their software). Passed. Then they said to restore to factory conditions. By this time I had found that by disabling external memory the problem became much less frequent, but they ignored that and insisted on the factory restore.
I did it, installed only my anti-virus (AVG) and firewall (Zone alarm) programs and the problem still occurred (on an anti-virus sweep - one never finished).
I was told they "escalated" the problem and from that point on there was no useful contact with them - each time I was told it had been escalated and they could do nothing - not even put me in touch with the escalation team. After further complaint the escalated it again, but still no contact from them. I tried a letter to headquarters and never got a reply.
A selection of emails in the exchange with their customer support people is at http://www.rgcle.com/Gateway/
I finally bought an HP desktop and have had NO trouble after loading all the operational software I had on the Gateway and then some.
My experience leads me to the conclusion that I should never buy Gateway again.
In regard to the restriction of transactions occurring within one year, i consider the exchange of emails with Gateway tech support as meeting that requirement.
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![Share](javascript:share_rating({"review_body":"I lied with the purchase date - it was Sept. 4th 2006 (not a drop-down option). However, I also purchased an extended warranty for 2 years, so it\u0027s still in force.<br><br>Last May it started spontaneously rebooting on occasion. I assumed it was software, and in June it got bad enough that I felt I must do something about it. In order to eliminate the possibility it was hardware (before I painfully started from scratch with the software) I asked them for a hardware diagnostic - especially a memory diagnostic since that was the error report. They never provided one even though I asked for it repeatedly over the period from then to last month (September). They questioned my extended warranty repeatedly (I even provided the number) and asked me to do a hard drive test (built in to their software). Passed. Then they said to restore to factory conditions. By this time I had found that by disabling external memory the problem became much less frequent, but they ignored that and insisted on the factory restore.<br><br>I did it, installed only my anti-virus (AVG) and firewall (Zone alarm) programs and the problem still occurred (on an anti-virus sweep - one never finished).<br><br>I was told they \u0022escalated\u0022 the problem and from that point on there was no useful contact with them - each time I was told it had been escalated and they could do nothing - not even put me in touch with the escalation team. After further complaint the escalated it again, but still no contact from them. I tried a letter to headquarters and never got a reply.<br><br>A selection of emails in the exchange with their customer support people is at http:\/\/www.rgcle.com\/Gateway\/<br><br>I finally bought an HP desktop and have had NO trouble after loading all the operational software I had on the Gateway and then some.<br><br>My experience leads me to the conclusion that I should never buy Gateway again.<br><br>In regard to the restriction of transactions occurring within one year, i consider the exchange of emails with Gateway tech support as meeting that requirement.","link":"http:\/\/www.resellerratings.com\/store\/Gateway\/comment\/416226#comment416226","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Gateway.jpg","store_name":"Gateway","username":"rgcle","rating":"1"}, "single");){kind=link}