Over the years, I have read many post about both Gateway and E-machines customer/technical support and the horrible response to their customer's needs in fixing their problems.
Well I don't want to be someone who b**ches and complains so I want to give a pat on the back to GW technical support on my most recent experience.
Now don't go getting all excited because I am not saying that they have the best customer service but this is just a small isolated incident at best.
I recently called customer support because my GW 7422GX shut down twice and my DVD disappeared and would not come back. Well after the problems with my M6811 and the amount of work that I had to do to get it right, I didn't want to go through all of the mambo-jumbo of trying to get it to work.
The only question that I had was "Can I move my Roxio Software to another machine" so that I can continue on. Well, in part this was an academic question because I am running Alcohol on my Ultra 20 and did not need to move it but I wanted to know if I could since ...well hell, I paid for the license to use it!
Well, the first guy on the call asked my name and looked me up in the database. After reviewing my problem, he immediately sent me to the another persons who could answer my questions.
Well after 5 minutes of going through the scripted questions, he asked me to install some software on my machine which I refused. I reiterated that I did not want to try and get my DVD back but wanted to discuss my software.
Normally the tech would have insisted that I run the data collection script but this guy dropped the routine and he answerd my questions.
He did not rush to close out the ticked and we talked about other things with the product line also.
Every now and then there is a small thing that leaves a glimmer of hope that GW gets it!
Eunix
Well I don't want to be someone who b**ches and complains so I want to give a pat on the back to GW technical support on my most recent experience.
Now don't go getting all excited because I am not saying that they have the best customer service but this is just a small isolated incident at best.
I recently called customer support because my GW 7422GX shut down twice and my DVD disappeared and would not come back. Well after the problems with my M6811 and the amount of work that I had to do to get it right, I didn't want to go through all of the mambo-jumbo of trying to get it to work.
The only question that I had was "Can I move my Roxio Software to another machine" so that I can continue on. Well, in part this was an academic question because I am running Alcohol on my Ultra 20 and did not need to move it but I wanted to know if I could since ...well hell, I paid for the license to use it!
Well, the first guy on the call asked my name and looked me up in the database. After reviewing my problem, he immediately sent me to the another persons who could answer my questions.
Well after 5 minutes of going through the scripted questions, he asked me to install some software on my machine which I refused. I reiterated that I did not want to try and get my DVD back but wanted to discuss my software.
Normally the tech would have insisted that I run the data collection script but this guy dropped the routine and he answerd my questions.
He did not rush to close out the ticked and we talked about other things with the product line also.
Every now and then there is a small thing that leaves a glimmer of hope that GW gets it!
Eunix
