Re: Gateway warranty

[Danny Sauer <cloudmaster@cloudmaster.com>]

I should qualify my Gateway and Dell statements, then.  I had experience 
with several hundred Gateway machines.  My Dell experience has been with 
maybe 10 laptops.  The Dells in my small sample space have been good, 
and the service I've needed has worked out well.  The Gateways have been 
consistently poor quality machines, and Gateway game me problems in some 
regard for 100% of the calls I made to them (including their "personal" 
support and "business" support lines).  I assumed desktop, since no one 
reasonable uses Gateway for server-class machines.  Hence, Compaq's very 
good support didn't get into my earlier post (I don't usually think of 
them when I think of a desktop anymore)...

In other words, I'm personally more anti Gateway than pro-Dell. :)  All 
of the desktops that I support now are hand assembled by me with parts 
that I select.  That, IMHO, is the way to go if you're working on a 
small enough scale to justify it.

These are my opinions, which may or may not be correct.  Insert grain of 
salt here. :)

--Danny, getting ready to drive home in a car built from parts that he 
chose instead of a "ready-made" car-lot car. ;)

Benjamin Story wrote:
> Not to start a flame war, but my company has had nothing but problems
> with Dell support giving the run around instead of sending the parts
> and a tech.  This generally makes NBD turn into next business week.
> We've moved to compaq as a result and have been very happy, especially
> with servers.
> 
> Ben 
> On Mon, Mar 03, 2003 at 11:46:36AM -0600, Danny Sauer wrote:
> 
>>Gateway's service sucks.  Don't ever buy Gateway again.  That *is* 
>>standard for them - our parts usually took about a week or so to show 
>>up.  The service on the Dells that I've supported, OTOH, has been excellent.
>>
>>--Danny, who used to support a college full of Gateway machines, and 
>>will consequently *never* own one himself
>>
>>Dan Fleischer wrote:
>>
>>>Wednesday or Thursday of last week we had a power outage in part of our
>>>building.  Some of the computers (the first one I noticed was a Gateway
>>>business PC) had problems coming back up, so I called Gateway for help. 
>>>The tech determined that the problem was a bad power supply and put
>>>through an order for a replacement, telling me that someone would visit
>>>me the next day as part of the 'next business day' warranty.
>>>
>>>A few minutes later, while still on the phone, I found out that several
>>>other computers around the corner, some of which were not Gateway, were
>>>having the same problem.  It turns out that one of the three phases of
>>>power coming into our building went out and we were only getting 24VAC
>>>instead of 120VAC out of the outlets.  I let the phone tech know, and as
>>>soon as the power was fixed the PCs came up fine.  He canceled the order
>>>for the power supply and we went our merry ways.
>>>
>>>Today I get a replacement power supply for a Gateway PC and determine
>>
>>>from calling them that it was for the order that should have been
>>
>>>canceled.  I then asked why, if it was a next business day warranty, did
>>>the part not come for over a week.  The customer service rep said that
>>>next business day applies to when the warehouse gets the order from
>>>customer service to send out a part - it could still take several days
>>>for the customer service department to process the initial order.
>>>
>>>'Next business day' seems to have a different meaning to Gateway than
>>>for the rest of the world.  Is my experience unique or is this SOP for
>>>them?
>>>
>>>
>>
>>
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> 
> 


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