Gateway basically has two distribution methods:
Gateway Direct: Sold through the website or over the phone. Or in the past through the Gateway stores.
Gateway Retail (eMachines is considered part of Gateway Retail) : Sold through retail channels.
(Both types of machines can be bought at HSN though... really confusing)
A good number of agents in Gateway Direct have been there for a long time and either aren't used to or haven't heard of the Gateway Retail distribution method. If it was a Direct person you spoke to I can understand why they didn't know what you were talking about.
(Retail has the information, at least today when I went to look at some particular specs for it... says Radeon 9550, so who knows... man I want to get one

)