Top critical review
13 people found this helpful
on August 20, 2013
It worked well for a few days, but then began shutting down at random times. I made sure all the power settings said never to shut down automatically. Gateway support suggested resetting the BIOS, which I did, but that didn't solve it. I had to send it back to them (and I paid the shipping, even though it failed after only a week!) They sent it back a week later, and the problem just occurred again yesterday (two weeks after we got it back.) I'm calling this a lemon.
After sending it back TWICE, the problem persists. Gateway refuses to refund or replace, even though the second time it was in for a repair they couldn't reproduce the problem. Amazon says that my window of opportunity to return the item expired. (Hey, I've been trying to get it repaired!!)
Third time's a charm, right? Maybe not.
The first time I sent it back they replaced the hard drive.
The second time I sent it back they couldn't reproduce the problem (they left it on for 24 hours), so they returned it with no changes.
The third time I sent it back they ... wait for it ... replaced the hard drive. Yes, the same thing that didn't fix the problem the first time. Folks, something is telling this computer to shut itself down and I'm pretty sure it's NOT the hard drive.
Have I mentioned that I'LL NEVER BUY ANOTHER GATEWAY PRODUCT AGAIN?
Final update: After the 4th return (this time they replaced the motherboard/CPU), we got it back on Friday, unpacked it Saturday, and within an hour it failed again. Back to Gateway's customer service to fill out a report. Monday I get an email from Gateway saying they can't process our request, and they give an 800 # to call. I call, give the serial # of our computer, and the automated service responds, "That's not an Acer product. We can't help you." (Acer bought Gateway and now handles their service.)
Fed up, I contacted Amazon. Their return policy says 30 days and we're way past that. I explained the situation, pointed out that I've bought a lot of technology through Amazon, and said that if I didn't get satisfaction out of this situation that I would never buy another computer or expensive item from Amazon again.
Within two hours I received a reply from Amazon saying that although it's against their policy, they would grant an exception in this case. They even sent me a free shipping label so I could return the computer to Amazon and get a full refund.
So kudos to Amazon.com for still caring about its customers (even if all they were responding to was a threat), and a one-finger salute to Gateway/Acer for making crappy products and providing even worse customer service.