• Report:  #5190

Complaint Review: Gateway Computers - Las Vegas Nevada

Reported By:

Gateway Computers
6822 W. Sahara Ave. Las Vegas, 89146 Nevada, U.S.A.
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I bought a complete computer system from Gateway. I spent double what I had intended, but I assumed it would be top of the line which meant I wouldn't have to have it updated in the near future. I was so excited. A month later, they delivered it. When I first received the computer, the scanner and printer that Gateway sent to me both were not in working order. It took over three months to get the printer and scanner back. Gateway said that though they sell these products, they have no involvement in their repair, so I would have to contact the companies myself to return them. Of course, the technical support numbers are not 1-800 numbers. I have to use long distance and be put on hold for hours.

The scanner wasn't worth a sack of beans so I requested a refund. I eventually, after months of calling Gateway and begging for my money back, got a refund for the $100 scanner; all but $30 of it because Gatway doesn't pay for postage, so I must bear the cost of a broken scanner that THEY sent me.

Still dealing with the previous two travesties, within one month of having the computer the modem card failed. I called their technical support number and after about an hour on the phone, they decided that my modem card was bad and sent me another. I had to put it in myself. The Gateway stores only sell the products, they don't repair them in Reno.

Then I had problems with the sounds my computer was emitting. Loud beeps overode any music or noise that was supposed to happen. I again called their technical support number, and after hours on the phone, I was forced to completely reformat my hardrive as part of procedure to correct the problem. That, of course, did not help and I was left with the task of recovering all my lost documents and programs. They sent me a sound card to replace the faulty one. This did not solve the problem, but I couldn't bear to lose any more time or information to the company, so I let it go as it was just an inconvenience.

I have complained to the manager before but received nothing. I was not even placated in the least.

Now, I've had the computer five months. I came home from work the other day, just like any other day, and I couldn't reboot my computer. I again call the technical support number where I spend two hours taking apart the mother board and all of the inards of my computer, taking direction over the phone. The problem couldn't be fixed over the phone. Apparently the hard drive has crashed without warning or reason. I again lost everything.

In this time, I moved to Las Vegas where they actually fix the computers. I went in to the repair center once, and I was surrounded by people screaming at every sales person and manager they saw. It seems I'm not the only one with problems with Gateway.

So I took my computer, across town, to have it fixed at the nearest Gateway store. A few days later I picked it up. I was standing at the repair counter and I waited and waited for the guys in the other room to acknowledge me. I rang the buzzer but was ignored. Finally the guy comes out and asks me what I want. I hear him go into the back and talk to another employee and say "it isn't ready, oh well." In order to reserve my patience, I assume that they're not talking about my computer and watch the pierced atrocity as he carries my computer to the counter.

I was trying to tell the salesperson about my problems in hopes of some empathy. What I got was a load of attitude that was not deserved, desired, nor appreciated in the least. He mocked me. It was the straw that broke the camel's back. I was very upset and left the store. After leaving, I called manager and told him the problems I'd had with the computer and the salesperson. Without even an apology, he says he will replace my computer. For the amount of repairs I have had on the computer, including the new hard drive, it practically is new. I have no faith whatsoever in this company's products, why would I want a new computer with more troubles all over again? I want my money back. I would like to take my money and invest it in another company that will take less time and hassle than Gateway. The manager tells me that it's beyond the thirty day guarantee so I'm out of luck. I do not appreciate the service this company has bestowed upon me, and I loathe the product quality. I want a complete refund for the computer I bought. I would like a resolution to this problem as I have had to suffer for paying over $2,000 for a Gateway computer for the past five months. The corporate offices refuse me any compensation either. It appears I am doomed to repeat the technical problems until I replace the computer.

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