Gateway defective products and bad customer service ripoff liars victimized us Sioux South Dakota

I haven't been keeping track of this report since I considered the matter closed, however, I feel I must speak up and stand behind my words.



Liz, I stated if you, the consumer, would like to complain about damage or missing items for your system, we, tech support, will do anything in our power to resolve the issue, but packaging and shipping departments send your items, not support. As I said, we can replace what you are missing, or fix what broke, but we do not directly control human mistakes and errors made when packages are sent out, so give us all a break and let us help you before you stick your nose in the air and start pointing fingers at the first soul you may come into contact with. Otherwise, if you insist upon filing a complaint, please let the correct department you are disgruntled with hear from you, do not abuse the wrong department trying to help you out.



Clearly you are also one of the people I mentioned who tend to abuse technical support to your absolute fullest to get every thing to go "your way". I am sorry that you are like this, but this attitude will not be tolerated for long under some companies standards. Most companies now have rules in place to keep irate customers such as yourself in check and solve the issue as quickly as possible, whether it is what you want or not. Be glad there is still tech support services at your disposal that still put up with the trash-talk, lies, and complaints that most of you people give tech support. Picture me calling you, complaining about your service at wherever you work, although you are doing everything (or almost everything) you can possibly do to correct my problems, whatever they may be. Would you like me down your throat when something is amiss? Would you like me to demand everything of your company, from you directly, including your mind, body, and soul? I certanly would think not...would you?



The point is, and I will say it again, is tech support from any company is there to help you. True, it is unfortanate to hear that some are now charging for support, be as it may be, but that is corporate rights to the product you buy; if they charge, you must pay, or figure out the issues for yourself. However, it isn't as if no one wants to help you...actually very much to the contrary, it is how much would you would like us to help you.



Well, I will check on this report a little more often if you anyone wants to still hear me preach (ha ha), but give tech support a chance, and be mindful of what they have to say. That is all, and hope everyone enjoys what they have.

I have owned a Gateway since 1998 and it is still going strong. Bought a top of the line system over the phone after comparing them online. I do have some computer knowledge and knew exactly what I wanted. The few questions I did have were answered quickly and professionally by my sales representative and the upgrades I wished to make to my base system were absolutely no problem. I spent a little over $3500 for my computer system.



I have had a few problems one of which was a virus sent to me by a "no-it-all" computer guru who just loves to trash talk my system (he builds his own and constantly has hardware and software failures). Gateway tech support completely walked me through all solutions before reformatting my hard drive and reinstalling all software. Took about one and a half hours on the phone and was free (within my warranty period). They didn't even have me set and wait through the long process of reformatting.



They got me started, hung up (after leaving me their name and extension number), and then called me back just as it was finishing. Another problem is my scanner, the belt grinds when you try and use it but I am positive that is because it got knocked around a little when we moved into a new house. I knew the warranty was up, but opted to call Gateway anyway and they put me into contact with Hewlett Packard and my scanner was fixed at little costis now fixed and runing like new.



The only complaint I have is that my hard drive is almost full. Who would have thought four years ago anybody could possibly use up 10 GB. I will definately go back to my local Gateway store and purchase a bigger hard drive. Another complaint is my recordable CD-ROM drive is kinda slow, but again four years ago it was the fastest available. Technology definately changes two quickly.



All in all, I would recommend a gateway system to anyone. People tell me I have paid too much but I haven't had to replace my system in the past four years and don't plan on it anytime soon. System is still strong. I love it!!!

I read your response. Actually I have been reading all the comments about Gateway because I have an ongoing and frustrating problem with my Sales Rep and billing that's going to go legal soon.



Anyhow, The comment you made about not taking it out on the Tech support people because they did not build the computer and it was another DEPARTMENT you should complain to. Did you ever think that the mentality of the statement is the basis for half of Gateways Customer Service Conflicts ?



Used to be a person would go out of their way to solve a problem/problems for a Customer, but it seems lately and especially from large corps like Gateway all you hear is "It's not my Department".



So the consumer is stuck spending countless wasted hours talking to the wrong Department. Does the consumer get to charge the company for all the wasted time? No ! But the Company sure does get to charge the consumer for any time they spend discussing or trying to solve the problem and normally the consumer pay upfront !! And Pay and Pay And Pay !!



My sentiments lie with the original writer of the dispute. I wish I had NEVER heard of Gateway either.

I am a techsupport representative for another company (NOT Gateway) that knows how it is with both sides of the story. I had a system, not from gateway, but a home-made system made of various parts that has had technical problems that sometimes I can fix on my own, sometimes the part manufacturers help me with it, and, unfortunately, sometimes the particular vendor's support team seems unsure on their training to help anyone. That system managed to run for 10 years before it finally turned into a museum piece that is thanks to what help I did receive and the knowledge that I have learned on my own.



Now I own a gateway (not mentioning who I am or what particular system I own...this is supposed to be a neutral message criticing both sides) where support has been at its best, and at its worst, but I am still satisfied with my system and all the technical little bugs that go with it. All I had to do was be patient and listen to what support had to say, or research the problem first, ask questions second, then try to fix it on my own third...anyway...



THE MAIN POINT IS THIS:



(TO GATEWAY, GATEWAY SUPPORT, etc.) Service and support always has its flaws in service and management, no one person or company is perfect...it is a fact of life...what will prevent these issues from arising is patience with the customer, not jumping to conclusions because the quickest possible solution may not be the right solution, and be able to see problems and/or questions in multiple perpectives prior to telling customer's that the issue is "not our problem". It may be your problem, it may not be, but exhaust the possibilities first before giving up and sending some poor person somewhere else in the search for answers. Researching the problem with the customer first is the best course of action to see if there is anything that you can do, even if it is beyond your company.



(TO CONSUMERS, CUSTOMERS, etc.) What is the first thing you do when you receive a new computer? You take it out of the box, right? But what comes out of the box, in whatever condition it may be in, may not be the direct result of the manufacturer, in this case, Gateway. I have seen things happen like the wrong printer was sent with the wrong computer package, broken monitors, damaged hard drives, missing keys in keyboards, missing software, (need I go on), etc., and I have been on the receiving end of your wrath when anything (and consequently) everything has gone wrong. As a support representative, the fault does lie with myself since I control the way you feel about your product or support. However, it is not directly my fault or customer support's fault for anything that breaks or is missing within your system; we SUPPORT it, we STAND BEHIND IT, but support DOES NOT build or package it, that is ANOTHER department. If you truly want to complain, please call their number. Our job is to try to correct your problems with your system with the knowledge that we know and the tools to fix whatever may have gone wrong with your product. If something is missing, we can replace it, if something is broke, we will or send someone to repair it, if you need something else, we will TRY to provide it, provided it is within our power and rules governed by our company. Some people abuse support to the limit, and then complain when things don't go "their" way, others use common sense and are understanding when support is unable to provide everything that they need. This includes warrenties, whereas most of you think that whenever something goes out of warrenty, it immediately breaks down. It may seem that way, but it also depends on how it is used. Like I said earilier, I had a system for 10 years, and it broke down constantly, but most of that hardware never had a warrenty, yet I never had to replace a single component. One of the reasons why warrenties were invented is so that a company CAN help you replace a broken component or fix it if something does happen while the technology to do so is still available, hence the time length of the warrenty, but even then it doesn't seem to be enough for you people. What you people need to realize is no matter what you do, it is a fact of the matter is that everything can and WILL break down. How it is taken care off will determine that. Do NOT blame some company or an individual person for something that you, they, or anyone CAN NOT control.



Also, most of you people like to tinker with your "toys"; there I cannot fault you, I do the same thing, but do not do anything to your system that you have no knowledge for if you want nothing to happen to your system. For example; don't try taking your computer apart without help of someone trained to do so, or if you are trained yourself for this action. Doing so without some kind of knowledge or assistance is the quickest way to void your warrenty (if you still have one) and/or damage your system.



Anyway, (BOTH PARTIES) please keep my advice in mind when trying to work with one another. If you the customer makes a mistake, let support know, see if they can help you fix it, and do not go "off the deep end" if they turn you down. No action comes without consequence. If you the company makes a mistake, correct it in the most efficient means possible, make sure everyone understands what to do in every possible situation, and be prepared with a lot of Patience if some customer calls in and decides to blow off steam at you. I am a firm believer that Patience is, and always will be, a virtue worth investing in.



That is all. Good luck to all of you, and may things work out in the end.

AMEN!! You are right on the money!! Computers are only as good as the person using them.



I just want to say that I have owned a Gateway for the past 3 years. I purchased it on July 21, 1999, and it is still going strong. (I am using it now to send this.)



I have not had any problems at all with it. I have had to contact Tech Help twice, and that was due to software conflicts, not a Gateway problem.



The service techs were extremely helpful and freindly and got the job done in a short amount of time. This absolutely amazed me, as I was use to NEVER getting any problems resolved with the tech help at other companies (such as HP and IBM).



I have owned and operated a Hewlitt Packard, IBM, Packard-Bell, and even a custom made computer from a local computer store. Out of all the computers I've owned, the Gateway wins hands-down, no doubt about it.



Other than the custom built, which was a 486-DX and just got too old too fast, I have hated all the others, and would never buy another one. On the other hand, I'm completely sold on the Gateway, now that I have one and I would never buy another brand. This one is getting pretty old now, to be 3 years old already. But even with 3 years on it, I'm still VERY happy with it.



You don't have to be a "computer guru" to learn a little about computers. Everything I've learned has been self-taught, and if I can do it, anyone can. I'd never been around a computer until I bought our first one 10 years ago. I'm a middle-aged female with a full-time outside job and 2 children.



Yet, I've managed to learn my own way around computers, inside and out, in what little bit of spare time I have. I guess if I've learned anything, I've learned that when a problem arises, it's usually a software conflict. These problems are hard to fix because they are hard to find. Give Gateway a break, they're doing the best they can, which I'd be willing to bet is better than any other company would be able and willing to do.



Tip: The best time to call tech support is late at night!

you know i was just reading your repsonse on the gateway computers, what a laugh ! about the lemon bit ,can you blame gateway you say no ! WHAT A JOKE! who you trying to fool yourself? yes maybe there are people out there who have gateway computers that ACTUALLY WORK!! but mine only does part of the time.



yes by now i do know how to fix my computer i need no classes i worked with the techs enough to know as much as possiable,but if we are so called fixein the problem why does it keep going through hard drives ,motherboards ,keyboards speakers, mouses it is one thing after the other.



i have been promised 3 or 4 differnt times by CASEMANGMENT!if this does not fix the problem it will be replaced , tha been for the last year in a half, but than againit is never put into my files about it they just keep replaceing the same parts, come on already it's starting to get really old , they are just gonna keep me hanging until my warrenty runs out !



but, its not gonna happen, i have been through tp many problems with my pc ,i have 1 part of this computer that has never been replaced yet knock on wood! MY MONTIOR! the only decent part so far well i had my say but i am going to a higher part of the gteway company well see if i get i respones i will keep you posted if they answer we will see how good gateway really can be as they say!.

I have worked for Gateway for almost 3 years now. I worked the sales phones for almost 2 years in North Sioux City SD, and have been at the Country Store in Omaha Nebraska (90 south of North Sioux City) for another year. Please, take my insight as nothing more than an opinion, and it in no way reflects the general or official opinion of Gateway.



Being a salesperson myself, I can say that have have had the PLEASURE of working with (literally) 1000's of Gateway customers. I can honestly say that better than 95% (conservatively) have been at least content, if not genuinely pleased with thier investment. I have seen the faces of elderly women light up when they get pictures of thier grandchildren on a weekly basis. I have seen college kids rape and pillage the Internet for free music when they could have been taking that 20 dollars they are spending on Internet Access and buying ONE CD. Notice the boldface print above, because it has indeed been a pleasure working with you people... I have worked for a few other "major companies" and Gateway has by far the best client base of any I have worked with.





THE PROBLEM



We portray an image like "it's so easy" and you will "never have problems." The question is not IF the computer is going to fail, it's WHEN... regardless of who your manufacturer is. The benefit of coming to Gateway is that there is a system in place to deal with it... if you have the patience to work with the system.



TECH SUPPORT?



Blind men in a dark room looking for a black cat that *sometimes* isn't there. Give these guys and girls a break... they are trying as hard as they can to fix your system as fast as possible.



WHAT ROLE DOES THE USER PLAY?



The most important component of the computer is the user, and although Gateway clients are the best I have worked with to date, most haven't a clue how to use the system they have purchased. (I realize I am just begging for some tech guru to smack this one down, but I am talking generally) Ironically enough, most people are prone to purchase just HARDWARE from a SOLUTION PROVIDER like Gateway. Why in your right might would you bother buying a computer without also investing in yourself to such end that you can deal with the problems it can potentially create. Educate yourself, and Gateway is about the ONLY computer company that can help you do just that! How many of you have had any training or education in how to fix a computer, or maintain the PC you have just purchased? Right now there is a FREE CLASS at Gateway to teach you how, but it seems like I can't give away the classes let alone sell them. People want computers because they want to save time, not because they want to invest more time in learning how to use them. Sad, I think. All too often people come looking for the cheapest system they can get out the door with, not they system that is right for thier needs, and certainly not a solution that has HARDWARE, SOFTWARE, EXTENDED SERVICE AGREEMENT and most importantly, TRAINING.



I have 3 Gateway's myself, and indeed one of them is what many of you might call a "lemon." However, can I blame Gateway? NO. Why? Because the question is not IF the computer is going to fail, it's WHEN. Believe me when I say that when the s**t hits the fan, most of you will be glad you have a Gateway... the rest of you will get red in the fact screaming at a tech that is trying to help.

i was reading the comments on this and i know better i been there with gatewaythey will try to passive you till the end i sent hours on end on the phone with tech supprort problems never got resolved the right way and any tech from gateway can read my info now here and there you will get a tech who is really willing to help u but other than that u have to fight and it gets you no where but back to square one , let me ask gateway this !



if u was paying hundreds of dollars for something and u have to keep sending it back to get fixed or being replaced what u gonna do?how u gonna feel?my thought excatly! so don't try to cover for the company this many people cannot be wrong! not everyone is as dumb as u may think .



like i seen in other responses and yes i am female and i am very upset with gateway i could go on and on with my experince with gateway , so i suggest u stand behind your products and do not responed and say you do i know better, yeah only to replace stuff a thousand times over thats it!

I would like to say the recent problem I had with my Gateway was of my own doing. However, when I called Gateway, they spent countless hours with me making sure the problem was resolved. I was extremely impressed with the knowlege and service, especially with the techs in S.D.



Give them the oportunity, and they will help you in any way they can.

I am an employee of gateway and want to set something clear. I have worked in sales as well as the technical department and understand how frustrating things can be.



I have a computer myself and it messes up sometimes. As far as any issues with computers I would say about 80% of the people screw the computer themselves. Your the operator telling it what to do.



If you don't know what your doing then don't blame the manufacture, regardless of its gateway, dell , whoever. We see this day in an day out. The other 10% of the time is shipping that causes things to work incorrectly, such as the monitor which was described, but again it can happen if it was in your car too, we do our best to fix that and will send you a monitor right away, you don't have to pay for shipping, insurance, or have to lug it anywhere.



Then finally the other 10% of the time may be a component that goes bad, it may be something phsyicall wrong inside to to improper ventilation or loads and loads of dust which we see on a daily basis.



If your educated in using the computer and a responsible person you should have no problems. Its odd how we the employees never have problems with our computers but all the people complaining within the first week or two have terrible problems.

I am an employee of gateway and want to set something clear. I have worked in sales as well as the technical department and understand how frustrating things can be.



I have a computer myself and it messes up sometimes. As far as any issues with computers I would say about 80% of the people screw the computer themselves. Your the operator telling it what to do.



If you don't know what your doing then don't blame the manufacture, regardless of its gateway, dell , whoever. We see this day in an day out. The other 10% of the time is shipping that causes things to work incorrectly, such as the monitor which was described, but again it can happen if it was in your car too, we do our best to fix that and will send you a monitor right away, you don't have to pay for shipping, insurance, or have to lug it anywhere.



Then finally the other 10% of the time may be a component that goes bad, it may be something phsyicall wrong inside to to improper ventilation or loads and loads of dust which we see on a daily basis.



If your educated in using the computer and a responsible person you should have no problems. Its odd how we the employees never have problems with our computers but all the people complaining within the first week or two have terrible problems.

I am an employee of gateway and want to set something clear. I have worked in sales as well as the technical department and understand how frustrating things can be.



I have a computer myself and it messes up sometimes. As far as any issues with computers I would say about 80% of the people screw the computer themselves. Your the operator telling it what to do.



If you don't know what your doing then don't blame the manufacture, regardless of its gateway, dell , whoever. We see this day in an day out. The other 10% of the time is shipping that causes things to work incorrectly, such as the monitor which was described, but again it can happen if it was in your car too, we do our best to fix that and will send you a monitor right away, you don't have to pay for shipping, insurance, or have to lug it anywhere.



Then finally the other 10% of the time may be a component that goes bad, it may be something phsyicall wrong inside to to improper ventilation or loads and loads of dust which we see on a daily basis.



If your educated in using the computer and a responsible person you should have no problems. Its odd how we the employees never have problems with our computers but all the people complaining within the first week or two have terrible problems.

I am an employee of gateway and want to set something clear. I have worked in sales as well as the technical department and understand how frustrating things can be.



I have a computer myself and it messes up sometimes. As far as any issues with computers I would say about 80% of the people screw the computer themselves. Your the operator telling it what to do.



If you don't know what your doing then don't blame the manufacture, regardless of its gateway, dell , whoever. We see this day in an day out. The other 10% of the time is shipping that causes things to work incorrectly, such as the monitor which was described, but again it can happen if it was in your car too, we do our best to fix that and will send you a monitor right away, you don't have to pay for shipping, insurance, or have to lug it anywhere.



Then finally the other 10% of the time may be a component that goes bad, it may be something phsyicall wrong inside to to improper ventilation or loads and loads of dust which we see on a daily basis.



If your educated in using the computer and a responsible person you should have no problems. Its odd how we the employees never have problems with our computers but all the people complaining within the first week or two have terrible problems.

You have a chance to send it back,before they tell you about some 30 day crap. If you had these problems from the start it only get's worst. Trust me I know. I have been there. Gateway will play you to the end. Ditch it fast.