My positive Gateway Support Experience

Just wanted to give what looks like deserved props to the Moo Cow Support team.

Without getting into details they sent me a very nice pre-paid shipping box within a couple of days (over a weekend) and it took a total of 6days to get the machine back counting the shipping time there.

The entire transaction was about as smooth as it could get including a written statement that the parts and labor were covered for an additional 90 days (in case the machine was at the end of the original warranty period).

As of now it looks like the problem was fixed just fine....

Scooper, if you read this, how did your USB issue turn out?

 

As a future Gateway owner, that's good to hear. Just makes me that much more anxious about getting my new lappy...

 

A lot of the tech support and RPL issues that plagued Gateway result from the merger. In particular, systems sold retail were supported through the inhouse tracking software inherited from emachines, while systems sold direct used the old Gateway software. The end result was that owners who contacted the wrong tech support group within Gateway often got blank stares from the techs.

Since Gateway has (or shortly will) move to a unified system, I expect most of these issues to simply disappear.

 

looks to me like they are using the same support software but its split into gateway and emachines. My USB ports work great now, no more "connect to a 2.0 device" or system crashes when i plug up a usb device. I got my box within 12 hours! No kidding, 12 hours. Gateway support has been excellent.

 

Ah,

I've had quite a different experience. I had bought some extra memory to put in my MX7118 and they sent the wrong stuff. A call to customer service and the person on the other end of the phone didn't know what the part number was so they sent me to tech support. Support rep told me that the memory I needed was more expensive and I'd have to pay the difference plus shipping. I was not too happy, as it wasn't MY fault they sent the wrong stuff (as an aside, the web chat purchasing is great as you can save a transcript of your conversation. They do as well so there is no denying what was said and I had clearly asked for the proper memory). In any event I asked to speak to his manager as I wasn't very happy and I told him I didn't want to take it out on him. He just said that a manager would say the same thing, no point in asking. I asked to be transferred back to customer service and he assured me they would do the same thing. I spoke with a Cust Svc Rep and they shipped the part out overnight, and gave me a credit for the cost difference as they had quoted the wrong price. So Customer support is 1 for 2. Tech support 0 for 1. I really depends on who you get and whether they feel like helping you or not.

Regards,
Fleet