An INSIDER view !
Mar 20 '00
Five years ago, I would have told anybody that GATEWAY is the computer to buy -- that was 5 years ago. Today, I tend to steer people away from GATEWAY and to other brands. (See my other opinions.)
I worked as a tech support person for Gateway for about 2 years and then moved into the training department.
While "working the phones", I saw wait times of up to 1.5 hours. When a customer finally got to me after that long of a wait, it was very difficult to say "we don't support that".
When I first started at Gateway, I was impressed with the manufacture, sales, and support system. These people really seemed to have it together. After a few months, the real Gateway began to show through. I started to see more products that we did not support get shipped to customers. At one time, there was even a game shipped with the computer system that WE KNEW would not work with the video card installed in that system.
Even though "on site service" was included with the system, we were told to try our best NOT to send it out and were told to never offer it to a customer.
I watched our support policies change from "do what you can to make the customer happy" to "replace as little as possible and save the company some money".
As I moved into training, I saw a different side of the company.
When vendors spoke to the training staff, we were made aware of the difference between the real product and the Gateway OEM model. The OEM was always a scaled down version with features omitted from the hardware and software to cut cost. Many products shipped with known conflicts and problems. Sometimes, we were given the "real" problem and then told the "company line" that we were to train the phone technicians to use.
Issues existed on some hardware and software that we were not allowed to tell the phone technicians about.
Summary:
1. OEM is equivalent to "scaled down". The product is not the same as what you will get at a computer store.
2. Known issues and conflicts are not always disclosed.
3. Tech Support is difficult to reach.
4. Tech Support staff are not always well trained in a product.
5. Tech Support staff is taught to limit replacements and cut costs.
Conclusion:
Consider a different brand. If you do reach tech support, there is a good chance they will not have the answer you need. Customer service and satisfaction does not seem to be a priority with them at this time.
 |
|
|
|
|
|
|
Epinions.com ID:
ar_c
|
|
Member: Allen Cook
Location: Belton, MO
Reviews written: 281
Trusted by: 49 members
|
|
|
© 1999-2009 Shopping.com, Inc.