Derek B Imr

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Verified Reviewer
| map-marker Chatfield, Minnesota

Can't get past startup screen

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Found their "assistance chat". I actually chated with a person and got my problem resolved. I will say she wanted to completely wipe my personal info on the laptop and I wanted to try the less invasive method. My way worked WITHOUT wipeing my info.
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RAECHEL A

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Repair department won't honor warranty

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Gateway - Repair department won't honor warranty
Gateway - Repair department won't honor warranty - Image 2
Gateway - Repair department won't honor warranty - Image 3
Gateway - Repair department won't honor warranty - Image 4
Updated by user Apr 04, 2023

My complaint was sent to the wrong company, so a guy called me back from the former company that owned Gateway and gave me a phone number to the current company that I need to call.

Original review Mar 05, 2023
Hello. A few months ago I got in contact with the Gateway warranty department, because my son's computer screen broke and I took it to You Break It I Fix It, and they said that they would have to replace not only the screen but the palm rest as well, because when you close the screen, it hits the palm rest right on the area that was the origin of where the screen got broken.

I contacted the Gateway warranty department via email, in which I have their emails in case I have to take this further, and was told because the screen broke, the warranty was void, but I explained to them that even if we get the screen fixed it's going to continue to break, because it hits the palm rest and that's what broke the screen to begin with, and they again told me I would have to pay for it because LCD screen breaks are not covered under the warranty. This is unacceptable, because the way the gateway computer was designed is faulty, and we should receive a new screen and a smooth palm rest without a ledge across it so that when you close it, it doesn't smash against that ledge and break the screen again. My work and my Lenovo home laptop computers' keyboards and palm rests are flat with no ledge across the palm rest, so when you close them the screen doesn't hit the palm rest unlike the Gateway computer my son has. I even sent them pictures showing that this is why it happened.

There's no point in getting the screen fixed if it's going to continue to break because of a faulty design with the computer itself, because it'll just keep breaking unless a smooth flat palm rest replaces the one that's currently on it. I want this to be remedied or I'm going to file a complaint with the Better Business Bureau and I will tell everyone I know not to get your products because you won't honor something to be fixed on warranty when it's the the device itself that has a faulty design.

This is *** poor customer service, and I don't appreciate the warranty customer service employee or their supervisor arguing with me and not helping me instead and flat out refusing to honor the warranty just because the LCD was broken. It would be different if my son had broken it, then I would take responsibility for the cost, but it's the device itself, and I am very angry and it took me this long to be able to be calm enough to email you about the issue and the poor customer service and the arguing that I got with your customer service agent and manager.
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Loss:
$261
Cons:
  • Warranty is not honored when it should be

Preferred solution: The LCD screen fixed and the palm rest replaced with a flat palm rest without a ledge across it, because that's what broke the screen to begin with and will continue to break the screen even if we get the screen fixed.

User's recommendation: Know that if there's a faulty design on your laptop and your LCD breaks as a result of it, the LCD screen isn't covered under the warranty and you're out your money, because they will refuse to cover it even if the laptop design itself caused the screen to break

Annette B Muo

Not received refund

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Turned in all items needed for refund. I am tired of the run around. I dont want anyone to waste their money. The company doesnt care about your business or customers. Do not purchase any products from Gateway.
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Loss:
$180
Cons:
  • Con artist

Preferred solution: Full refund

Kisha B Iqe

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Verified Reviewer
| map-marker Dubuque, Iowa

Chessonann244@***.com

I need help how to turn my off line mode off cause I'm downloading music and I don't want to play it on Wi-Fi I won't to turn the wifi off when I play my music off my laptop
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Anonymous
map-marker Camden, New Jersey

My 2 month old laptop won't hold the charge

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I bought a gateway computer from Walmart for 207 plus dollars and the battery won't work but these jerk offs at their company won't do anything about it keep telling me the numbers I give them for the laptop are all incorrect blah blah blah any excuse not to warrant it or even direct me in the position to where I can talk to somebody about it
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User's recommendation: Do not buy a gateway computer spend a little extra money and get a good one

Herman G Neu

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Can not get my gateway laptop to turn on

Can not get my gateway laptop to turn on
Can not get my gateway laptop to turn on - Image 2
I was able to get in touch with customer service and after 45 minutes of troubleshooting, they decided that it needed to be swapped out. I sent all the necessary information last night and called back today to follow up on the case. They expedited the information and I should be getting an email tonight telling me how to send it back. Then after they receive it I should receive another one in about 2 weeks.
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Preferred solution: Another computer

User's recommendation: Keep all information

Resolved
Patricia R Caq

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Verified Reviewer

Resolved: Case #294199

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Updated by user Apr 20, 2023

Company resolved the issue.

Updated by user Apr 20, 2023

Worst customer service ever. Took over a month to replace charger. Would never recommend gateway to anyone.

Original review Mar 20, 2023
I have been waiting 15 days for a charger for my gateway computer because it doesnt charge. I am 82 years old and have done my best to provide the information that is required according to their email. No one has responded and when I call they tell me I have not done the required information correctly I have never dealt with such poor customer service and support. Please help Also I hold on phone for over half hour and get disconnected. The computer is useless until this issue is resolved. If I do not hear soon I will proceed to register complaints with the appropriate agencies
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Loss:
$200
Pros:
  • Price and ease of use
Cons:
  • Broke after 20 days and no response from customer service

Preferred solution: Replace charger because computer not charging and they said that is the problem

User's recommendation: Poor customer service. Impossible to get through and when you do they never respond after you give them the information they ask for

Anonymous
map-marker Charlotte, North Carolina

Laptop camera and wifi issues

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I only had my laptop for 4 or 5 month and the camera stop working completely and the wifi connection is going in and out. I hve to trouble the wifi connect just about every day for it to work. Is use my laptop for working and they want me to sent it in and lose money while they repair it. This is unacceptable.
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Bernard Y Yev

Need to find out why I haven't received my food stamp card

I was already approved for EBT. I was told I would receive my card in 4 to 6 days and I haven't received anything. It's been over a week and I wanted to know wants going on with it
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Preferred solution: Deliver product or service ordered

Carol F Crk

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Verified Reviewer

Complaint

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Trying to get in touch with a human from Gateway Have been trying for 1 hour and 30 min.Gateway Gateway computers and customer. Service sucks dirty toes
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Loss:
$1000
Pros:
  • No pros
Cons:
  • Tons of cons

Preferred solution: Full refund

User's recommendation: Gateway computers and customer service suck dirty toes!

Anonymous
map-marker Rochester, New York

Terrible customer service

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Terrible . He blamed everything on Microsoft and said I have to call Microsoft for my answers . Like its not a windows 11 laptop . Or like I hadnt already tried that and finding Microsoft support is like finding a loyal American girl . I hate that I bought this stupid sht.
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User's recommendation: Unless you a geek . Steer clear

Raul U Zln

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Verified Reviewer

I bought a laptop could not get passed connect to wifi call tech support. Was on hold twice for 15mins each time to be told there no one to help me and they hung up on me. Returned the laptop wont do

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No tech support i got hung up twice after 15min wait wach time could not get any help and could not get laptop to work
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Preferred solution: Apology

User's recommendation: Dont do business with them

Daniel A Fjn

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My phone should be recharged and on now or else I’ll sue u to court

Gateway - My phone should be recharged and on now or else I’ll sue u to court
Gateway - My phone should be recharged and on now or else I’ll sue u to court - Image 2
I recharge my phone on my wisely account since 4 days ago the money have been deducted from my account why my *** phone is not on yet ??
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Loss:
$34

Preferred solution: Full refund

Queen Zam

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Verified Reviewer
| map-marker Haines City, Florida

For my 2 in one tablet laptop

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My 2 in 1 tablet laptop had gotten broke in a move and I know I purchased insurance at Walmart for this devise. Well it was not on the receipt so I called Gateway to see what could be done. It took a week to get back to me after they promised 3 days. But they said I can buy a new computer at a discount price
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User's recommendation: I'm not thrilled with custome service. I had sent paper work 3 times and no response. I've emailed them everyday to get back with me and that haa been over a .month. I did really like the device except for the keyboard buttons being pushed when you have the screen all the way backwards to use as a tablet

Quillan Ldc

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Verified Reviewer

Annoying bank

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I had two accounts gateway bank and I went to transfer money it says exceeds limit . And noticed I couldnt take any money Out still . I rang and they said need to verify me details so I did all that.I ring and they hasnt done it yet wtf?? I got another call with mixed up messages saying first its open but told some of its a scam and and I can send the rest only to find out I cant then Im called invertantly Im a scammer and asked personal questions ur the worst *** bank ever you have caused me stress and mental stress give me money back !!then Ill close u down u ***
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Loss:
$900
Cons:
  • Mentioned as above

Preferred solution: Full refund

User's recommendation: Don’t bank with guys with money or trust

Keiry Tuu
map-marker Greenwood, Indiana

Motherboard processor blew after on 6 months and they won't warranty it.got it from Walmart and they said screw off.

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Updated by user Sep 13, 2022

No response at all from Gateway

Original review Aug 14, 2022
Bought a gateway computer 6 months ago from Walmart in Indiana filled out the warranty card sent it in now they can't find it my motherboard processor blew out and it would be $500 for a new one contacted gateway they told me I'm out of luck Walmart told me I'm out of luck I can't get it replaced can't get another laptop my boys are overseas in another country with the military and that's the only way we can communicate and they don't give a *** so I'm going to make it known all over the US that gateway is a fraud they don't honor nothing they don't care about their military they don't care about people at all so I guess I will have to start a lawsuit and I hope this goes viral all over the place because I'm not done I'm going to put it on YouTube I'm going to put it on Snapchat Instagram everywhere about how gateway treats their customers and Walmart I'm not going to have some 18-year-old kid at Walmart tell me that he can't do anything about it gateway customer service told me I'm out of luck and it's their fault they lost the warranty card.
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User's recommendation: Don't buy anything from gateway

About

Related Companies

Acer, Emachines, Acer Philippines

Summary

Gateway, Inc. is a computer hardware company established in 1985 on a farm in Iowa as Gateway 2000. Nowadays the company is headquartered in Irvine, California. Gateway produces, develops, supports and markets a number of desktops, notebooks, servers, computer accessories. The company became well-known after it started selling its computers directly to their customers in amazing cow-spotted boxes. Company’s revenue is $ 3,980 billion. Gateway lost its profitability and customers after the dot-com bust. The company withdrew from the markets abroad and closed most of the retail stores. But it continued to have major losses and in 2007 Korean company Acer, Inc. acquired Gateway.

Gateway reviews and complaints

Gateway is ranked 612 out of 2909 in Appliances and Electronics category

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