Gateway, Inc

Full review
I've been dealing with Gateway for 7 months and have learned a lot. I hope this review helps.

In January '05, I purchased the M320x. The initial buying experience was great. I started out looking through the site, then chatted, then called a rep. He was very friendly and gave me free shipping (~$40). The machine was great -- exactly what I wanted/needed, though the 512 MB RAM still seemed a little slow at times.

About 2 months later, the screen quit working. I called up support and had my first encounter with the customer service. The rep didn't seem to know what she was talking about and I had to spend a lot of time on hold. Finally, she said I should send it in. I could wait 2-3 days, pay $40 shipping/handling, and they'd send me a box to send them my computer. I couldn't wait that long and still had my original packing, so I sent it FedEx for about $11 and it got there in 2-3 days with a letter explaining what was wrong with it taped to the lid.

I was told it would take about 10-14 days before I'd get it back, that'd I'd receive emails when it was received, worked on, and fixed. A week and a half later, I had yet to receive any emails, so I called. They couldn't locate my system.

This continued for a while. Finally, when I gave my FedEx tracking number, someone said they located it and it was undergoing diagnostics.

For the next month or two, I kept trying to find out about my computer. I'd call in and they'd say they couldn't locate my serial number, that it hadn't been received, etc. (FedEx tracking said otherwise.) Finally, in the beginning of May, they said they found out what happened to it: it had been refurbished/resold.

Then for 2 months I tried to get compensation for the loss of work hours, files, computer, etc. There's not enough time/space to write in all that went on...but at this point I wish I had just asked for all my money back and gotten a different laptop rather than try to get a simple upgrade (RAM) for my troubles. I'm set to receive my laptop on July 5.

I've started writing letters to the Customer Service because I am also out the $150 rebate, 4 months of productivity (thankfully I could borrow a friend's old laptop for one of the months), money spent on long distance calls to the customer service (can't reach managers' direct lines on the 800 number), and lots of stress/time.

I hope that my experience and other notes on the customer service helps you make your decision.

* Delivery speed: it takes at least two weeks to receive a laptop
* Insist on receiving your order number when the Gateway rep. helps you out. I didn't know to ask for one and so ran into problems when they didn't send an invoice/receipt (it arrives separately from the computer) and needed to send it in for my rebate.
* Customer service: disorganized and frustrating. I had to talk to many people many times, and was obviously not talking to people who knew much about computers. Also, there are so many levels of managers, that to get what you need takes a LOT of persistence and assertiveness and time. They don't seem to communicate well within themselves.
* LOTS of red tape to go through. Managers weren't able to give clearance for the refunds, etc.
* Tech support: is outsourced. In my case it was sent to Arima Corporation, who didn't update their computers/files and who refurbished my new computer instead of fixing it.
* Order accuracy: didn't have problems with this

The following is the list of grievances I have against Gateway’s Customer Service:
1. Did not receive invoice with January 12, 2005 purchase of laptop
2. Requested invoice several times in order to receive $150 rebate.
3. When the copy of the invoice was finally received, I could not send in for the rebate because I had just sent my computer back to Gateway to be repaired
4. The tech support staff did not understand the problem with my screen and did not set up appropriate return/case numbers even after they said I needed to send it in. I had to call back at least twice to receive the correct info and address.
5. I was never contacted when the laptop was received even though I was assured by tech support that I would receive emails about the different steps of receipt, repair, and shipment.
6. When I called to check on the laptop, staff consistently told me it had not been received even though the FedEx tracking number proved that it had been received.
7. After sending in my computer, staff told me my serial number was not in the system, or that they “elevated my case,” or that they would look into the matter and call me back. Only one representative returned my phone calls. Each time, I had to repeat to the customer service staff all that had happened. The notes on my case were incomplete. This continued until the beginning of May.
8. Instead of repairing the laptop, the technical staff refurbished the laptop for resale (even though a letter detailing the problems with the computer was taped to the top of the laptop).
9. The person assigned with compensating me for my laptop would not give me the upgrade I requested but insisted on sending me a different model and wanted to charge me extra for an upgrade in customer service, and offered a much lesser rebate.
10. Shipping was not expedited – it took 2 weeks. I was not given an order or tracking number to monitor the system’s progress.
11. This second model was charged to my credit card. After I inspected the model (M360) and determined it would not fulfill my needs for a laptop, I again contacted customer service.
12. The next representative was unable to receive clearance to set up the system that I had requested. It took her at least two weeks. She also wanted to charge me for the simple RAM and customer service upgrades I asked for as compensation.
13. I had to call several times to receive the RMA to return the M360.
14. After returning the M360, it is still on my credit card bill.
15. Several of my phone calls went unanswered/unreturned.
16. The representative’s orders for the correct M320X Plus were repeatedly cancelled in-house.
17. The shipping for the laptop was not expedited. Again, it took 2 weeks.
18. When the laptop was received, it was not with the agreed upon hardware or warranty upgrades.
19. A third invoice arrived with the laptop. Total charges: $4569
20. My original letter to Gateway Customer Service remains unanswered.


Overall satisfaction: I will never buy from Gateway again or recommend them to anyone because of the level of customer service.