Hi, I am an ex-employee of Gateway. I want to talk about a few different things with Gateway. First, I want to say that for those who may not know Hurley and Gateway are the same company, don't let them fool you. Also, for those of you who may have bad credit, do not turn to Gateway.
The sales person does not care about you and they know that many people are just anxious to get a computer and are willing to pay a lil more. Well folks it is actually more than just a little more than you will be paying you will pay for that computer several times over and also you will not get the same quality of system as someone with better credit.
Gateway uses 3 banks Hurley (which again is themselves) MBNA and Household. I worked there for a little over a year and I can count on one hand many complaints we got on MBNA and Household, of course I am sure there are stories out there. So to follow up on this, if you know that you have bad credit do not apply for a computer loan with them, or honestly any computer company.
They are vultures searching for their prey which is you, they are no different than these check cashing places that are on every corner. Bad credit does not mean that you don't deserve a computer, save up for it... You will get a much better deal!
Now about the technical support.
Their technical support is encouraged not to send out replacement parts, in fact this goes into their reviews and it can be disciplinary if the technician is sending out too many replacement parts to customers. So that is why you are being forced, in many cases, to set on the phone with their technical support working on an issue that you and the technician knows is a worthless battle. PEOPLE READ YOUR WARRANTY INFORMATION IT IS IMPORTANT!
I say this because Gateway's computers, even the refurbished ones come with some type of warranty, which has important information about the technical support. For example, replacement parts after 30 days of purchase are refurbished. Nothing is wrong with refurbished items, if it is checked and rechecked and checked again before it is sent out to a customer, but in most cases it is not.
A common cop out for tech support on the phone and at the country store's is to tell you that your computer was struck by lightning, and many times this is not the case. One of the first questions they will ask is has there been a storm recently, if you say yes. You just screwed yourself and your file will be noted with what you said, your warranty will be voided.
I hate to say this but do not tell them about a storm, or a power surge they will use this as a cop out, and while granted both of these things can ruin a computer, it does not mean that either of those things were the cause of your problem. It's just a quick way to say "Hey you are soooo screwed, but thanks for buying a Gateway"
Another common cop out is the ol there is a virus on your computer routine. The majority of Gateway's computers come with 6 months service of Norton Anti-Virus which is a pretty good program (I've never had a problem with it). If you keep your updates current which Norton prompts you then you will be OK, and you would know if you had a virus, don't let them pull that on you! Make them show you proof that, that was what was wrong! The majority of computers from GW are upgradable, but if you let them know that you have added things to your computer that did not come with it, they will use that as an excuse to void your warranty.
I had a customer who had added a cd burner to his computer and his keyboard had gone out months later, and he was not given a keyboard he was told that the cd burner caused the problem. Now yes it is true things added to your computer can cause conflicts, but in most cases this is not true... Just another way to screw you.
Now, I had many customers who threatened to mail their system back in... Because of tech issues or problems with Hurley State Bank. Let me tell you that either one of two things will happen if you do this. It will be redelivered to you, or it will mysteriously disappear in the shipping/receiving department and you will still be responsible for the payment. If you mail a system back to gateway for a permanent return be it authorized or not, or for tech support, please keep your tracking numbers this is your only proof!
Here are some tips. Although you may be very upset please try to be calm when you call in because although it sounds bad, no one is going to want to listen to you / or help you. Write down the date, time and name of the person you spoke with and the department that they were in. Try writing a letter to the main office which is the address listed above. Many times if you have multiple tech issues it is cheaper for them to take the computer back than to have you keep calling tech support which cost the company alot of money.
Now if you get no satisfaction from the home office then you have a right to go thru arbitration. The Arbitration Committee is usually made up of ex-attorney's and judges. They will look at all the facts and make a ruling, and many times that I have seen it has been in the customers favor.
One other VERY important thing. When you are purchasing a computer fron GW either over the phone or at a country store, or even online remember you are dealing with a sales person out to make a commission. They will tell you what you want to hear so they can make that sale.
After you purchase your computer call customer service and ask them to go over your order... And actually you should not have to ask if they see that your computer has not shipped they are suppose to go over your order with you automatically. Now the customer service reps will not lie about the computer you are receiving, they do not make commission.
They will tell you what they see on your order, the total amount of the purchase including shipping and handling. Make sure you call and ask a customer service person this information, because the sales rep will screw you, I have seen in too many times at Gateway. If there is anything that is different than what you were told, ask for a supervisor and let them know that the computer you ordered is not what is entered in the system and you want to cancel the order, believe me they will scramble to make you happy.
I do not hate GW it truly was not too bad of a company to work for I just did not/do not believe in their morals/ethics towards the customers. I quit because GW is going under and I just could not stick around to go under with them. I hope the information I have provided will help!
Take care,
Ex-Gateway Employee
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