I warned Gateway but they said "WHO CARES!" Read!!

Posted - 03/22/2005 : 10:24:21 PM
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I wanted to post this to anyone interested in buying any products
from Gateway...

Dont!

I warned Gateway about the way they were treating our company after WE BOUGHT THERE COMPUTERS... but they didn't listen!!!

Buy any other brand but a gateway computer!!!
If you need support you won't get any!!

These notebooks being bought from BestBuy will not get
service as if you bought one from Gateway's main sales channel.

You will have to pay for any and all phone calls for support.
If you need to purchase any of the systemS disks they may or may not send them to you, but charge you $20.00 for the disks.

They will not give you any kind of Email confirmation of after sales purchases. Thus they can say they don't have any record or your credit card purchase!!

Every tech (including these looser supervisors) we have called for our company needs has been brain dead!! Knew nothing about our systems and had attitudes!!

Just BUY A DELL!!! and save your self and your money from a company that will NOT SUPPORT YOU IN ANY WAY!!

I told Gateway I was going to post this message about the way thay have treated my company and they said... Who Cares!!! And Hung Up!!!

SO BUY A DELL!!!


WELDWIREZ[8]
President
Genisys Micro Inc.
Cottage Grove Oregon. U.S.A.

"Better Drivers Get You Farther Faster!"

 

Weldwirez,

Sorry to hear you are having so many problems. Fortunately my experience, so far, has been much better. I haven't had your problems dealing with tech support. I have talked to a couple of reps who did a pretty good job answering all my questions and concerns. I even called the toll free support and was lucky enough to get a nice lady who helped me with the 7422gx even though it wasn't a custom system. As a matter of fact she told me that the tech department is pushing for better retail support online and is trying to get toll free support as well. She also said that the retail support doctrine set down by management is causing a big problem for the custom tech department personnel and creating a "give a damn" attitude with some of their people. This of course is by no means a valid excuse for poor treatment of their customers just the end effect of company policy. She went on to explain that the powers at Gateway feel that at the price they are selling their retail products they cannot afford to offer the same support as they do their custom systems. I completely researched the support issue with the retail Gateways prior to purchase so I went into it with full knowledge of the support limitations. It will be interesting to see how this overall poor retail system support policy by Gateway affects the companies future. Hopefully they will wake up and smell the Folgers. I don't have a problem with BestBuy warranties as some do, and purchased one to cover the 7422gx. I have two locations near me that have given me excellent service over the years. Both stores are managed well, but such is not the case with all locations or other retail companies it would seem. As a side note, I purchased an additional battery and AC adapter directly from Gateway and received email confirmation on my order. I always use Amex for all my purchases just in case. I hope your experience with Dell is a good one!

Good Luck,
Dan

 

Thanks Dan...

What this forum could use is a vote on the treatment customers endure by this company. Gateway Corporate reads this forum "EVERY DAY"

Positive action on Gateway's part is all that matters to customers. This company has been blowing off their customer base for years!

We own Dell computers and Gateway computers for our staff. We have never gotten a straight answer from any tech, by Gateway when we needed one.

They don't staff "EXPERTS" for tech support. Only college aged kids who know very little about the systems they sell.

I'm 45 years old.. built Cyclone 3D Systems from the ground up in 1980 and sold over 78,000 desk top systems.

So I'm not a new user to this scene...

"Better Drivers Get You Farther Faster!"

 

I am sorry about your experience - ironic too, since it is your posts that have been so helpful and convinced me to buy a Gateway (I have not done so yet, but am waiting for the new models to roll). Let me ask you something - I have looked at the Dells, and obvously, they don't have any notebooks running an AMD chip, but I can't even find a P4 notebook on the Dell website. I need a notebook that is a desktop replacement - one that will quickly edit and compile video and allow me to edit very large digital photos - I need power. I was put off by Sony's P4 line because of its short battery life, but have found no other machines loaded the way the 7422GX is, with 1G RAM and the fast AMD64. What other suggestions would you have that are not $500 more expensive?

Matt

 

I bought a 7422 and my experience with Gateway's support was fine....

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by weldwirez

 

Hi, folks --
I'm the one who could NOT get an AC adaptor for my 7422GX by going through Gateway. Guess what? I decided to go back to Best Buy. They had a new adaptor for me inside TWO MINUTES!! The service was incredibly exceptional. I'm sold. I'd rather be able to drive a mile or so to BestBuy and talk with someone there IN PERSON and get great customer service than to talk with a techie over the phone, anyway. I am wonderfully satisfied with the 7422GX and now, with the support service for it, too.

 

Best Buy is awesome. I am not as big of a fan of Circuit City or Comppusa.

Dell Inspiron 6000
1.6 GHZ Centrino (Sonoma)
WUXGA 15.4" WS
512 MB RAM
60 GB HD
Wireless B/G
DVD/CD-RW
9 Cell Battery x 2
Mozilla Firefox Browser
Targus TL Deluxe Notebook Case
Targus Gravity Notebook Backpack
---
Palmone Tungsten C/WIFI

 

Right about Circuit City... I bought two Toshiba Satellite Pro laptops from them. The left cursor key snapped in half when my LITTLE FINGER pressed on it. When I tried to make the $349 insurance I carried on the laptop thru Circuit City fix it, they CANCELLED THE POLICY OVER THE PHONE WITHOUT EVER EVEN SEEING THE COMPUTER and said I'd "abused it." I'm a Christian and won't say what I think would be the appropriate description of Circuit City!!!

 

Gateway Sucks Dot COM... hmmm thats interesting![ ]

You know... The 7422GX is a great little notebook computer.

Its kinda like a birthday party you may remember you had as a kid. You invite your friends, your mother bakes a cake and your all set up, Happy and excited! You have lots of presents ready to open but then...
No one comes to the party!!! Thats "Gateway for you"...

When you have a "TECH" question you need an answer to, I'm not talking about some silly "I didn't read the book" kind of question, I'm talking "HIGH TECH" STUFF! These idiots can't understand the questions.

Sitting on a land line paying for the call for 20 to 30 minutes when no one picks up can cost some bucks... After you have spent over $15,000.00 on 7422GX notebooks you would think an 800 NUMBER might be included in the support package....

I hope as many people out there looking for a notebook will see these postings!! Its free information on what Gateway will do to you after the sale.

Thanks for your comments Titaniummd (If they do read it, they aren't processing it. They aren't listening or they do not understand.)

Again read what they said!!!!!!

(I told Gateway I was going to post this message about the way thay have treated my company and they said... Who Cares!!! And Hung Up!!!)

Do you feel comfortable with this kind of statement from any call center supervisor... I don't!

BUY A DELL![ ] and Git-R-Dun...


Weldwirez[8]


"Better Drivers Get You Farther Faster!"

 

I have been a Gateway user for years, but no more. When we buy new laptops this September, we will be looking somewhere else. Gateway support used to be tops, but since they bought eMachines, it seems that the eMachines support people have taken over. The Geteway support people left over from the "good old days" are great if you get one of them, but the others are useless and often surly. To make matters worse, management approval is now needed to send out replacement parts. Ridiculous! My support contract says 24 hour turn-around, but it takes over 24 hours just to get the approval. They aren't maintaining an adequate supply of replacement parts either. You can wait months for them to get parts - even when they could be pulled from current production models.

The build quality isn't what it used to be either. The Gateway laptop we bought last fall is now on its third replacement chassis, and this one is defective too (just called today for replacement... how long will it take 'em this time?).

Weldwirez says buy Dell, but I wouldn't do that either, unless you like really bad service. Tech support is offshore. Dell is too big to care about you unless you by 100 units a year or more.

 

I just finished buying a Gateway M460XL, it had a problem with service pack 2 but the techs were able to help me out without any hassle. Although getting to customer service was a pain because of the automated voice machine. Besides that eerything has been great...so far.

Gateway M460 XL (custom)
Pentium M 2.0 GHz
1GB DDR2 400MHz
ATI X600 128mb
REALLY GOOD VALUE!