Gateway laptop

Gateway laptop

It is difficult to know where to start. I have never experienced so many problems with a warranty repair as I have with Gateway. On January 18, I sent my Gateway laptop in for warranty repair. They replaced the defective power connector -- no problems. They then dropped my computer. According to the Service Report log that they sent me, within a one minute period they replaced the part, reassembled the computer, and tested it. When I received my computer, it took nearly five minutes to boot. You know that short piece of "music" that sounds when Windows starts? My computer played it 17 times! The mouse touchpad caused the computer to lock up. The computer no longer recognized the internal wireless network card. There was a dead spot on my screen. All in all, my computer worked much better BEFORE Gateway fixed it. Unfortunately, this was only the beginning. I spent three hours on the "Technical Support Chat" line that evening as they tried to get my machine working. Nothing helped. On Thursday, I called Gateway. They promised to send me a shipping box at no cost. I would have it Friday morning. Later that day, Gateway Tech Support sent me a message saying that this free box would be $42. To add insult to injury, this "overnight" shipment was sent out on a 3-5 day delivery and to the wrong address! On Friday, when the shipping box did not arrive, I called Gateway again. After an hour, I finally reached a Customer Service supervisor who said that she would take care of it and somebody from Technical Support would call me "shortly" to get some information for the repair. The repair of my computer was being escalated and it would not go to their Irving, Texas, facility. Three hours later, still no call. I called Gateway. After 105 minutes on the phone (mostly on hold), I was told that I will get a shipping box in 3-5 day and that the repair will take about 2 weeks. Needless to say, I will never buy any Gateway product again. I still have a broken computer. I have no idea when or if it will ever be fixed. I still have almost two years left on the warranty but I now see how valuable a Gateway warranty is. If you have a Gateway product, Good Luck!

Bill J

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