Gateway, Inc

Full review
My recent (last 10 months) experience with Gateway has been a nightmare. Tech support is usually a time consuming process with absolutely no resolution after endless hours of explanations and descriptions of what my computer is doing or not doing. They never seem to fix or resolve the problem and the result is paying someone else to do the job (at least good enough to use the computer). In my situation, they refuse to replace my system after 10 months of the same problems and their inability to fix it correctly. Gateways stalling tactics include: never returning phone calls, sending the wrong parts, routing to multiple departments in several countries (where no one takes responsibility) and attempting to charge for parts that were never received. Then to add insult to injury, you may receive very large bills by mail and phone calls saying you will be charged because you didn't return replacement parts shipped to you (within 7 days) that you never got, it becomes really a really scary process. This happens because, they make you give your credit card number to a technical support person (in my case, someone in INDIA!) or they will not send you your WARRANTY replacement part. Now Gateway customer support has your charge card to threaten you every time they make a mistake on automatically generated bill system. Or it seems they use this tactic to discourage you from pursuing your warranty that's promised with a purchase of their computers or equipment. Let me say that this was my 4th gateway computer (in the last 11 years) and after this experience..... I don't think I would ever try them again. I would NOT recommend this company to anyone and as my husband said, I was probably one of their biggest advocates (at my personal recommendation, they sold at least 25 computers in the last 10 years) and what a shame.