Boycott Gateway computers!

[ragingfish]

BOYCOTT GATEWAY COMPUTERS!!!I ask ANYONE who is considering the purchase of a new PC to LOOK AWAY FROM GATEWAY!I was just flat out denied warranty coverage tonight for a faulty power socket on my monitor. A warranty that I paid extra money for so I wouldn't HAVE these problems.After an hour and fifteen minutes of dealing with INCOMPETENCE, I was told "sorry, that's the way it is."This is my fourth (AND NOW LAST) gateway computer. My first one was mostly trouble free. My second had the motherboard replaced twice. The third was a notebook. The entire notebook was replaced 3 times for faulty screen and keyboard problems. It still doesn't work right, but the warranty ran out, and they looked the other way. This one is just under 3 years old (and i bought a 4 YEAR warranty plan) and the monitor is crapping out.PLEASE, IF ANYONE HAS EVER, OR EVER MIGHT, CONSIDER A GATEWAY PC, RUN, RUN AWAY AS FAST AS YOU CAN!It's no wonder the comapny is going under.For your consideration, I present the entire chat conversation. The names of gateway employees have been changed to protect the incompetent.Quote »09 Feb 2005 08:37:54 PM"Incompetent Gateway Employee" says: Welcome to Gateway Remote Assistance. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.09 Feb 2005 08:37:58 PMragingfish says: ok09 Feb 2005 08:38:39 PM"Incompetent Gateway Employee" says: Hello Mike.09 Feb 2005 08:38:42 PMragingfish says: hi09 Feb 2005 08:38:44 PM"Incompetent Gateway Employee" says: How are you today?09 Feb 2005 08:39:12 PMragingfish says: Well, a little miffed, I just disconnected with another tech who treated me like an idiot and blatantly ignored what i was saying. I do hope you'll be nicer...09 Feb 2005 08:40:08 PM"Incompetent Gateway Employee" says: Okay, I will try me very best to help you, Mike.09 Feb 2005 08:40:12 PMragingfish says: i appreciate that09 Feb 2005 08:40:18 PM"Incompetent Gateway Employee" says: What exactly is the issue with your monitor?09 Feb 2005 08:41:05 PMragingfish says: there's something wrong with the power socket on the monitor. the monitor will randomly lose power and turn off in the middle of my work...if i jiggle the power adapter, it'll come back on...sometimes, i gotta hold it one side to keep power on...i tried a different power cable, i tried removing and replugging the cable, and tried using canned air duster to blow any debris out, but i still continue to have problems.09 Feb 2005 08:45:01 PM"Incompetent Gateway Employee" says: Okay, did your monitor fell or something?09 Feb 2005 08:45:13 PMragingfish says: not at all09 Feb 2005 08:45:21 PMragingfish says: just started wierdly happening about a month ago09 Feb 2005 08:45:48 PM"Incompetent Gateway Employee" says: Did somebody bumped it or something?09 Feb 2005 08:45:56 PMragingfish says: nope.09 Feb 2005 08:45:58 PMragingfish says: it's up against a wall09 Feb 2005 08:46:28 PM"Incompetent Gateway Employee" says: Okay, hang on.09 Feb 2005 08:46:33 PMragingfish says: thank you09 Feb 2005 08:57:02 PM"Incompetent Gateway Employee" says: Mike, have you tried to use a spare monitor?09 Feb 2005 08:57:14 PMragingfish says: i unfortunately don't have any other monitors.09 Feb 2005 08:57:34 PM"Incompetent Gateway Employee" says: Oh, I see.09 Feb 2005 09:04:58 PM"Incompetent Gateway Employee" says: MIke, are you using the monitor now?09 Feb 2005 09:05:00 PMragingfish says: yes09 Feb 2005 09:09:21 PM"Incompetent Gateway Employee" says: MIke, I will send you a driver for your monitor.09 Feb 2005 09:10:39 PMragingfish says: a driver?09 Feb 2005 09:10:43 PM"Incompetent Gateway Employee" says: Yes.09 Feb 2005 09:10:46 PMragingfish says: for a physical cord problem?09 Feb 2005 09:11:07 PM"Incompetent Gateway Employee" says: Oh, yes. I forgot, sorry.09 Feb 2005 09:11:21 PMragingfish says: not a problem.09 Feb 2005 09:11:21 PM"Incompetent Gateway Employee" says: So, you have tried another cable on it?09 Feb 2005 09:12:22 PMragingfish says: sadly, yes. i tried swapping the tower's power cord and the monitors. the monitor cord works fine in the tower, and the tower's cord is experiencing the same problem.09 Feb 2005 09:12:44 PM"Incompetent Gateway Employee" says: What?09 Feb 2005 09:13:00 PM"Incompetent Gateway Employee" says: When you connected the cable of the monitor to the tower it worked fine?09 Feb 2005 09:13:44 PMragingfish says: yes. it's actually still connected ( a week later). i never bothered to switch them back since the monitor cord has been working fine in the tower.09 Feb 2005 09:14:14 PM"Incompetent Gateway Employee" says: So, it is not the cable that has the issue then.09 Feb 2005 09:15:06 PMragingfish says: doesn't seem to be.09 Feb 2005 09:15:26 PM"Incompetent Gateway Employee" says: Then we better update your driver.09 Feb 2005 09:15:55 PMragingfish says: i don't understand how it can be a driver if i have to physically move the cord to get the power to come back on.09 Feb 2005 09:16:33 PM"Incompetent Gateway Employee" says: Actuall, if it is not the driver then we better set the power management of your monitor.09 Feb 2005 09:16:46 PMragingfish says: this is happenign AS I TYPE things.09 Feb 2005 09:17:14 PMragingfish says: not while the computer is idle09 Feb 2005 09:18:00 PM"Incompetent Gateway Employee" says: Have you seen any broken pins on it?09 Feb 2005 09:18:10 PMragingfish says: no.09 Feb 2005 09:18:20 PMragingfish says: it works fine for a while, then just cuts out09 Feb 2005 09:18:22 PMragingfish says: then comes back09 Feb 2005 09:18:26 PMragingfish says: and goes out randomly sometime later09 Feb 2005 09:18:50 PMragingfish says: it just periodically goes out until i start boiuncing the powr cable in the socket...it comes back on...09 Feb 2005 09:20:32 PM"Incompetent Gateway Employee" says: Mike, I just want to clarify this, are we talking about the power cable?09 Feb 2005 09:20:36 PMragingfish says: yes.09 Feb 2005 09:20:51 PM"Incompetent Gateway Employee" says: OKay.09 Feb 2005 09:21:50 PM"Incompetent Gateway Employee" says: I will try to look for a replacement on your power cable. But this will be based on the availability of the power cord, I can not assure you if this is currently available, okay?09 Feb 2005 09:22:05 PMragingfish says: even though i tried a different power cord already?09 Feb 2005 09:22:29 PM"Incompetent Gateway Employee" says: So, what do you think is the issue with your monitor?09 Feb 2005 09:22:48 PMragingfish says: i don't know. i think it needs the socket repaired or something.09 Feb 2005 09:23:25 PM"Incompetent Gateway Employee" says: But you said the power cable of the tower is working fine with it.09 Feb 2005 09:23:47 PMragingfish says: no, the monitor cable is working fine iwth the tower...i'm still periodically losing power with the tower cable...nothing changed when iswapped cables.09 Feb 2005 09:24:06 PM"Incompetent Gateway Employee" says: Oh, okay.09 Feb 2005 09:25:51 PM"Incompetent Gateway Employee" says: But the monitor is working fine now?09 Feb 2005 09:25:59 PMragingfish says: at this moment yes.09 Feb 2005 09:26:02 PMragingfish says: but it periodcally cuts out.09 Feb 2005 09:26:57 PM"Incompetent Gateway Employee" says: You are using the power cable of your tower now, connected to your monitor?09 Feb 2005 09:27:03 PMragingfish says: yes09 Feb 2005 09:30:08 PM"Incompetent Gateway Employee" says: This is really confusing, Mike.09 Feb 2005 09:30:40 PMragingfish says: i don't understand how it's confusing.09 Feb 2005 09:32:03 PM"Incompetent Gateway Employee" says: When you say the socket, are you referring to the socket of the monitor?09 Feb 2005 09:32:16 PMragingfish says: the power soc
ket that is built into the monitor, yes.09 Feb 2005 09:32:31 PMragingfish says: i have to reach my hand underneath and jiggle the power cable to get the power to come back when it cuts out.09 Feb 2005 09:32:47 PMragingfish says: the power cable that is behind the screen itself, plugged into the power socket on the monitor itself.09 Feb 2005 09:34:58 PM"Incompetent Gateway Employee" says: I'm sorry to tell you Mike, that we do not repair monitor.09 Feb 2005 09:36:26 PMragingfish says: well what happens with a monitor that isn't working right but is under warranty?09 Feb 2005 09:37:33 PM"Incompetent Gateway Employee" says: What was the suggestion of the last tech to you?09 Feb 2005 09:40:20 PMragingfish says: we never got that far09 Feb 2005 09:40:52 PMragingfish says: he insisted it was power management, despite the fact i repeatedly told him it was happening AS I use the pc, not when it was idle.09 Feb 2005 09:42:31 PM"Incompetent Gateway Employee" says: Because we can not replace your monitor considering that you can still use it. If we replace it, and there where no defect found, it will be charge to you.09 Feb 2005 09:43:39 PMragingfish says: that doesn't make sense. last i checked, i should not have to constantly bounce the power cable just to use my computer...but i'm being told that if you replace it, i have to pay? what's the point of me buying the extra warranty coverage if it's not even going to be worth anything.09 Feb 2005 09:47:06 PM"Incompetent Gateway Employee" says: I'm sorry Mike but that's how it goes09 Feb 2005 09:47:19 PMragingfish says: that's pretty crappy business practice.09 Feb 2005 09:48:05 PMragingfish says: if i had to jiggle a wire to keep my car running, GM wouldn't tell me "that's how it goes."09 Feb 2005 09:51:07 PM"Incompetent Gateway Employee" says: if you want, you may contact our phone tech support, so they assist you better regarding.09 Feb 2005 09:51:28 PMragingfish says: would they give me a different answer?09 Feb 2005 09:51:55 PM"Incompetent Gateway Employee" says: They might give you another answer.09 Feb 2005 09:52:23 PMragingfish says: then i suppose i will have to go fight them.09 Feb 2005 09:52:35 PM"Incompetent Gateway Employee" says: Okay.

[redlava]

WOW! Dude that is totally freaking bogus. Gateway is crap that is why my first computer was a Dell. And for some reason Gateways are getting more expensive, but the quality is the same if not worse. I usually never get the extended warranty just for the fact that if something is going to break on it then it usually does it early on. But if you do get an extended warranty they should definitely honor it. Do you have a Gateway store near you? You could always try to take the monitor there and show them what is happening. Most of the time when you do the online chat support you usually get a low grade tech. As evidence by his lack of knowledge and wanting to fix it with a new driver. Keep after them dude, anyway you can, the squeaky wheel gets the grease.

[NSimkins]

Typical, especially with the web support. I deal with the same type of techs with our HP contract at work.The best thing to do is lie, unfortunately. If you really want to try to get it replaced, CALL them up and make it appear that the monitor is actually dead and will not power up, no matter what power cable you use or what power outlet you use in the wall. There is no real troubleshooting they can do other than replace the monitor flat out. Just give simple answers as if the monitor is dead and as long as your warranty covers this problem it should be replaced.Unfortunately you have to do that but from my many years of warranty claims I deal with at work with HP/Compaq, that's the best way to get equipment replaced when you KNOW there is something physically wrong with the unit, but the techs insist it's your software (ie. power management/drivers in your case).Thanks for the laugh tonight.. Good luck and post here if you have any progress, or lack thereof.

[damronjr]

No offense to anyone on the board, but I bet the guy is sitting at a computer overseas somewhere and can barely understand you as it is. He is probably trained to look for a cheap way out of any given complaint and the driver is probably it. Too bad for such lousy service. Hope you get it fixed somehow.

[Stang2Vibe]

Ah yes, shuffle you off to call some call center in a third-world country where they don't speak English. I see that coming from a mile away.Gateway really has gone downhill over the past 10 years or so. I remember back in the mid 1990's they were the home computer to have. Now they suck.Save yourself some headache, Mike, and dig out your copy of your warranty. Find the section which describes what it specifically covers and things that may be expressly omitted from the warranty coverage. See if it states that the monitor is covered. Monitors are usually considered a peripheral device and many times the warranty only covers the parts inside the tower, not peripheral devices. If it states that the monitor is covered or it states that peripheral devices are included in the warranty coverage, then you have a case. If it is not mentioned, then it probably isn't covered. You always have to ask lots of questions and double check the fine print on these things. All too often, extended warranties are a high-profit money making racket for the retailer.

[ragingfish]

redlava: Gateway closed all it's stores about a year ago...couldn't afford to keep them open...Nick: yeah, I considered claiming it was dead...but I know some companies do verify warranty claims...they'd check it when I shipped it back...and I'd hate to run the risk of paying for a new monitor because they couldn't verify a claim (even if it WAS legit)stang: i'd assume it was covered, i bought it all at the same time. sadly, i haven't the slightest clue where my damn warranty cards are...gonna have to do some serious digging...

[joatmon]

that was pretty funny, I know it wasn't supposed to be. Looks like that conversation took over an hour

[ragingfish]

Well over an hour.A painful hour of nothing but pure INCOMPETENCE!

[millster]

I have to agree with Nick here. The best thing to try is getting someone on the phone (you can always try to escalate to someone higher if you don't get what you want) and just tell them it's not powering on. You're entitled to the replacement either way so you're not cheating them. I don't imagine they track the warranty issues closely enough to test it to make sure you're not lying either. Once the replacement is sent, it's done. If your monitor is, in fact, working they'll refurb and resell it to recover their money.The only question I would have is, like Stang mentioned, if the monitor is actually covered in that extended warranty.

[ColonelPanic]

*sigh* Sadly, Nick's completely correct. I have to call (uh, computer corporation shall remain anonymous to protect the guilty) and lie to them to get anything done. Generally, the only reason I call them is for tape drive issues. No matter what the problem is, I have to tell them this canned response: "I've tried reseating the cables, I have used a known working power cable, not getting any lights on the drive, tape does not load, and the drive isn't recognized by the OS or when I try to update the drive's firmware."If I don't say the things that I listed above, the tech starts wanting me to try other crap which I know won't work... And not having the box in front of me (it's out at a restaurant somewhere) doesn't help much either.And they also seem to love sending you in the wrong direction... I got in an argument with a tech one time where I had a laptop hard drive that essentially turned into swiss cheese, full of bad sectors... The doofus was swearing up and down that a BIOS upgrade would solve all of my problems... Sure, whatever dude. It's a friggin' HARDWARE problem, and not a piece of software is going to fix it! A lot like your monitor - it's obviously HARDWARE! But, they think an updated friggin' driver will fix it? Arrgh! I feel for ya man, I have to deal with this crap all the time myself.

[NSimkins]

Quote, originally posted by millster »I don't imagine they track the warranty issues closely enough to test it to make sure you're not lying either. Once the replacement is sent, it's done. If your monitor is, in fact, working they'll refurb and resell it to recover their money.The only question I would have is, like Stang mentioned, if the monitor is actually covered in that extended warranty. Fish, I would have to agree with millster here too in regards that they don't really check their warranty returns. As long as you follow through with the return of the defective device, they close out the case and move on.If in fact you can get it covered under warranty, I'd go for it.

[russ257]

dont give up you deserve a new moniter

[Kari]

That guy sounds like he barely speaks English. "Did your monitor fell or something?" was a dead giveaway.One would think that the extended warranty should cover the entire system, but it might be just for the tower. In any case, try calling and asking to speak to a manager first thing; that usually gets more done. From a marketing standpoint, you want your customers to not only buy a new product but also to recommend your product to their friends. However, people are far more likely to spread a negative story and tell people NOT to buy the product. I can't remember what my prof said, but it was something like, if you like it, you'll tell one person, but if you had a bad experience, you'll tell 10. And Gateway doesn't (or at least shouldn't) want that. So it's definitely worth a shot. Replacing your $200 monitor would be cheaper for them in the long run than the business they will lose not only from you but from people you tell not to buy a Gateway. Hopefully they'll realize that. AOL's tech support is bad like that too. Their answer for everything is "redownload and reinstall AOL." I really think that's just to shut you up, because on dialup, it takes about 3 hours to redownload the software, and then when you reinstall, the same problem keeps cropping up and you've just wasted 3 hours. It's great. And they treat everybody like they don't know one button from another on their computer. So even though I probably know more than the tech, I get these novice instructions and stupid questions.That's why I like our new ISP's support. It's 24 hours a day too, but they treat me like I'm an intelligent human being who knows what I'm talking about, because when I describe the problem, I make that apparent. I actually had a detailed conversation with one of them about wireless routers and Mac systems...came to find out he had a Mac too, and he had a particular router, and here's what was good about it and what was kind of problematic, etc. etc. It was great. I wish all techs could be like that....the world would be a better place.

[MoonDogg]

I have worked in the IT industry.. and when people would call with computer problems and it was under warrenty.. the first thing we would do is replace it.. screw it... its under warrenty well.. not that quick.. we would see if its doing what the customer claimed.. but one @#$! up and out the door it when and a new one came... I wish all computer sales places did that

[Kari]

Do you work for Apple? Fuji did that with my parents' camera too. They just shipped them a new one, and they probably fixed and refurbed the old one and sold it again. Probably make more money that way, because you keep your customer happy with the fast turnaround and they'll be more likely to buy your product again, and then you get the resale on the old one too.

[tecton]

you cant blame them, they have to assume you dont know anythingand generally people who buy gateway dont. If they did, they wouldnt have bought gateway.

[ragingfish]

Quote, originally posted by tecton »you cant blame them, they have to assume you dont know anythingand generally people who buy gateway dont. If they did, they wouldnt have bought gateway. Dude, that's the most assanine thing anyone has said.I continued to buy gateway because I heard mixed things about Dell's quality and support...3 years ago, Dell was good, but they weren't much higher then gateway in overall scores...Come 2005, yes, Dell's quality and support have far exceeded the ratings of gateway's...Gateway also gave me money towards this machine when I sent them back my old machine...

[Kari]

Quote, originally posted by tecton »you cant blame them, they have to assume you dont know anythingand generally people who buy gateway dont. If they did, they wouldnt have bought gateway. Yes, but I think if the customer demonstrates that they know what they're talking about through their description of the problem, they should not be spoken to like a 6-year-old child. That's what bugs me.I think one of the first questions they should ask you is to rate your experience level with computers. I would think most people would be honest, and this would help them give better tech support to EVERYONE, not just to novice users.Yes, some people who buy a Dell/Gateway/whatever are novices, but I would venture to guess that a great many, maybe even a slight majority, are not.I'm sure a lot of people who buy Apples are not experienced users, but when I call their tech support, I'm spoken to like I'm an intelligent human being who knows what I'm talking about, not like I'm stupid. So it can be done!

[tecton]

Stupid peoplehave stupid ideasthat they think are smartthats why they are stupidthey go to a smart persongive them a stupid questionget a stupid answerand think the smart person is stupid cause they dont know how to ask appropriate questions

[Kari]

I hope you're not asserting Mike is stupid or doesn't know what he's talking about...

[Stang2Vibe]

Quote, originally posted by tecton »Stupid peoplehave stupid ideasthat they think are smartthats why they are stupidthey go to a smart persongive them a stupid questionget a stupid answerand think the smart person is stupid cause they dont know how to ask appropriate questionsYou practicing composing haiku or something?

[Psychobroker]

Quote, originally posted by tecton »Stupid peoplehave stupid ideasthat they think are smartthats why they are stupidthey go to a smart persongive them a stupid questionget a stupid answerand think the smart person is stupid cause they dont know how to ask appropriate questionsYes, Mike is the stupid one here, whereas the 3rd-world outsourced tech guy is the smart one? Language barriers are one thing, but he couldn't even GRASP what Mike was describing. It seemed VERY simple to me, so one would think that a COMPUTER TECH PERSON would understand it too...yeah, Moronic Tech Guy #29523 is the smart one Your pathetic attempt at insulting Mike with some dumb-a$$ form of Haiku is .

[millster]

Please folks. Let's not let this get out of control. We all have differences of opinion on tech support. Personally, if I were to condemn a brand over poor customer service, I'd never buy another computer. I've never had entirely positive experiences with any company. But, I understand Ragingfish's frustration and call to order. That tech was being particularly difficult and unnecessarily so.Let's all wish Ragingfish the best of luck and let the bickering cease!

[vibe-04]

Back to Mike's problem, with care, you can open the monitor's case and check the physical connection. It sounds like a wire connect is loose - simple fix. Be careful, monitors (CRTs) hold voltage like a capacitor so practice safe techniques. (rubber soles shoes, watch where your tools touch to prevent a short etc.)I've dealt with call support idiots like this and you often have to solve your own problems. It becomes a case of how many hours are you going to waste fighting for what you paid for rather than fixing it yourself. And, how many weeks/months can you put up with the problem.Good luck and im if you need help. I've torn CRTS apart before.Oh, but I guess opening the case would void your warranty

[redlava]

It is the whole principle of the matter though. You can buy a decent LCD off of tigerdirect for $200 bucks. But damn it this is why there are things called warranties. I would annoy the hell out of these guys, make it so everybody in that office knew my name and the sound of my voice. Companies should not get away with that sort of stuff. Keep after them until you get a new monitor or a restraining order.

[LoveMyPontiacs]

If you don't have responsive customer service, I am not your customer. I've dealt with Dell and Gateway, and am displeased to announce that both are incompetent.They gave me the exact same answer. My computer was having physical issues, and I was offered a driver by the tech worker, who hardly spoke comprehensive English.In addition to such, he said, "I will send driver for problem by email now in next three hours" I said ok, going with it. Never got the patch, fixed problem myself, and he called back three days later for a follow up.I think you know what I told him to do .

[tecton]

"If you don't have responsive customer service, I am not your customer."most places dont carethe only reason anyone offers support is to get you to buy their crapyou think they give two ****s if you know how to use it?

[Mr. Poopypants]

2 things about this. 1. That's Gateway for ya!! Their techs are dumb as stumps.2. I am surprised you ordered a 4th Gateway. I had one Gateway at home. The hard drive went bad a month after having it. I then supported Gateways for almost 3 years, dealing with their techs at least once a week. Out of the 300 or so Gateway computers in the agency, there were about 15 that had not had to have any parts replaced.

[ColonelPanic]

Hard to find good tech support these days. Things all went downhill when the sub-$1000 PC was introduced so many years ago. Guess they've had to cut corners for the quality of hardware used and the quality of people recruited to support the things. Haven't owned a name brand desktop in almost a decade now. Can't say I would buy a brand name PC today, that's for sure. I just build cheapo computers and do my own tech support. Luckily, only a couple catastrophic failures - dead hard drives, motherboard, etc. But usually when something goes, I was long overdue for an upgrade anyhow. Hell, I didn't buy a PC that ran over 1GHz until last year. lol!That route isn't the best for many - instead of dealing with one company for support should the need arise, you're dealing with many. And all have different types of warranty and length of time the components are covered under warranty. Not to mention, I can't really build something to match what the big guys offer for the money. Used to be the other way around, but not now... Thus, the reason my computers are all cheap and crappy, but they get the job done. Now, when I get the Mac, I have no choice - take it out of the box and hook it up, no tinkering. I hope their service is better than the guys in the PC realm should I ever need their assistance. Not too impressed with the dealings I've had with the big PC guys in the past.

[Kari]

Apple's phone tech support is great, and if you have an Apple store nearby, you can take it right into the store for help/repairs at the Genius Bar. I don't remember if they extended the initial phone support to a year or not (it was 90 days), but it's still definitely worth the money to buy the 3-year warranty which also has 3 years of phone support, especially for your first Mac. That way you'll never have to worry about anything. I haven't had any problems with either of mine other than the mouse dying on the iMac, and that was replaced for free in 2 days. The 3-year warranty is probably really cheap for the Mini, too, since it tends to be cheaper the lower priced the machine is.