I have been on the phone with Gateway's "Customer Service" on quite a few occassions since my desktop quit working 7 months into the warranty. My hard drive failed is what they say.
They told me they would send restore disks. I called back 2 weeks later and they weren't shipped yet, but this CSR knew the disks would do nothing for me. She said I need a new harddrive. They said they would mail the new harddrive and the restore disks.
3 weeks later I received the harddrive but no disks. I called them again. At this time they thought it woulld be nice to inform me they are on back order. 3 weeks later I received a copy of my restore disks and followed the directions.
Yay! My computer booted up I got all the updates downloaded, and programs installed. The very next day, I started the computer up to the same black screen and Windows could not repair the problem/restart infinite loop.
I called Gateway after trying the restore disks and OS disk 4 or 5 more times. The gentleman assured me that if I would just clean the disk with warm soapy water and dry it with a soft cloth, I would have no problems. Of course, he was wrong.
I called Gateway again and they transferred me to "Level 2" service. I was told they would send out another copy of the restore disks. 3 weeks later they had not been mailed out yet and someone from "Level 2" said they would have them sent right away. This time they were received within 3 business days.
The restore disks did not solve the problem. My tower is still collecting dust in the corner waiting for Gateway to fix it. The soloution now is for me to mail it to Texas to get it repaired for the same cost "Geek Squad" quoted to fix it. I called Gateway again and the CSR appologized about 30 times and laughed with me about how awful my experience has been with them stating she would have a shipping label sent to my house to mail my computer to Gateway.
I just got off the phone with a "Supervisor". Mailing a shipping label to someone the first time they are sending a product in to be repaired is not an option and the lady should not have told me that. My warranty is now up with Geek Squad so repairs are going to cost more now and the Gateway warranty states I have no option except to pay to ship the computer to Texas.
I bought a Gateway so I would not be talking to someone with an outsourced job and the quality of product was in the top 3 in the country. I tell you, I would rather speak to someone in India and have nothing done than someone in CO that I know understands me and lies to me and does nothing. I will never buy another Gateway and reccommend that noone else make the same mistake that I did.
Mark d
massillon, Ohio
U.S.A.
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