Gateway
Refuses to replace a defective network adapter after several attempts with on line support, emails and phone calls

I purchased my Gateway laptop from HSN on December 4. I never used it because my fiance happened to have purchased a desktop on the same day. We had no knowledge of what the other was doing until we both arrived home, and we had computers. Well, I was always using the desktop until I decided to upgrade to Broadband service using the laptop. My connection was VERY slow for broadband in which I contacted the network provider. He directed me to check the hardware on the machine and asked were there any yellow markings next to anything. Well, there was... Next to the network adapter. He walked me through uninstalling/installing and still the same issue. Now I have a Gateway problem.

I contacted Gateway who took me through the same steps. The connection worked fine until I had to restart the computer due to a Windows update. That was in February. I have 10 emails from Gateway where I've been emailing them regarding this and each email gives me the same uninstall/reinstall process.

I had a HP tech at work to look at it who told me the hardware has a failure and needs to be replaced. I called Gateway AND emailed them again, in which I received the same instructions, but only this time, "why don't you do a system recovery and start from scratch?" Why should I have to? Is my feeling. I have also used the remote support in which we kept getting disconnected due to this network adapter issue. I can't cut my laptop off or I have to keep reinstalling the device.

The final straw is when I went out of town this weekend, and the hotel was wireless. Of course I couldn't connect because THAT driver is also faulty or something is wrong. The icon is on my desktop, but when I clicked it, it does not open.

I just got off the phone with customer service who is NOW asking for me to return it, indicating they will be sending a box for the shipment. I am afraid at this point to even send it in because of 4 horror stories that have been relaid to me regarding returning laptops to Gateway and when they are returned to the customer something else is wrong.

Gateway will never get my business again, and I will be writing to the corporate offices and every office they have to let them know of what I had to go through.

Company: Gateway
Country: USA
State: California
City: Irvine
Site: support.gateway.com/support/ask_gateway.asp

  <     >