Gateway technical support? Technical hassle!
Aug 30 '00
This review is written from my experience with Gateway's Customer Service and my not reflect others experiences.
I have had a Gateway 750 Select for about a month now.
Note:The performance of my computer is great and doesn't reflect the customer service of Gateway
Customer Service, the Good
When I went to purchase this computer with my family the customer service was excellent. All we had to do was tell them what we wanted to do with the computer and they set up us with options. The reviewed different options on monitors, speakers, etc.. with us and went over the prices and recommend to us how many GB, MHZ and MB, we should have on are computer to perform the tasks we wanted. After we decided on the computer hardware he simply placed are order into the computer and went over price. The computer was then delivered to are house within a week.
Gateway also provided us with a 2 year guarantee on all parts if they go bad. Not only that Gateway will come to your house the first year you own the computer to fix any problems you have with your PC.
Gateway provided us with a service support package, introductory ILT training course, and a Gateway online training subscription. We was also given a place online to contact Gateway support if we need any technical support. We also received a card with the technical support number on it to connect Gateway of any problems.
Now The Low Down On Gateway Technical Support
I have encountered a problem with my PC to where my GB's where being taken up by some unknown source. I have a 20 gig harddrive and for some reason my space was being taken up rapidly. I wasn't downloading and I know enough about computers to know that this shouldn't have been so. I tried to notify Gateway first by calling them. Oh my was that a treat, after hearing press one for this option, press two for this option, press three for this option, I about went crazy! After hearing a machine talk for about 10 minutes I decided to hang up and dry the online service.
The online service did work. The online service is a pain though. You have to fill out your computer information, etc., and go one in detail about your problem online. This took some time, but I was e-mail back fast. The first e-mail I got said to run an Anti-virus scan, well the problem was my PC would stop responding so I had to go back and write another e-mail saying the virus scan won't finish. Then when I received my second e-mail after about 20 minutes I was told that it sounds like I have a virus on my system and to reformat my harddrive. I had to go back and take everything off and put it back one, this took like 5 hours. The total time I spent getting this advice from Gateway and the e-mails took about a total of an hour and a half.
My aunt has a Gateway and she experienced problems with her system. When she hooked up the system it didn't run. They then called Gateway and they told him the problem and sent out the part they needed. My uncle then had the pleasure of trying to place the part and that didn't go over really well. He then had to contact Gateway again and they finally sent someone out to fix the problem.
Amazingly my friend just received his Gateway Select 750 also just last week. He got a burner with his and the funny thing is Gateway forgot to send it when the PC was delivered. He then received the Burner yesterday and had to install it by himself.
In Conclusion
The customer service sounds nice but is really a pain to use. If you have a problem with your Gateway don't just think it's going to take one phone call to get help. From me experience and the experiences of my friend and family if you have a problem with your PC your going to have to call them more then once or notify them more then once to get the help you need.
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