Gateway Tech support

i love mine. got it at best buy and there was a problem with the cd drive but they fixed it for free.

I would rate the tech support as follows:

Knowledge: 5
Speed: 10
Professionalism: 10
Problems fixed correctly the first time: 1

With all support in the year 2005, it is extremly hard to get it right the first time being that the rep decodes what you said and simplifies it, then it gets passed along many times before the technician get it. I think it is no better or no worse than dell tech support.

Mike:

I bought my Gateway 7422GX from Best Buy about a week and a half ago. I have been busy taking off some of the "worthless" software like AOL, MS Works, the OEM Nero, etc and have been replacing it with some more "full bodied" software like MS Office Pro, full blown Nero 6 Ultra, etc. So far I absolutely love my lappy. I only have two small gripes.... One is that battery life is not all that great. I can usually get about two hours or a little less out of a single 8-cell battery (the only one they sell for my model). I wrote to their tech support department asking if they had a 12-cell battery to try to beef up my run time. Surprise of all surprises, Teresa from Gateway called me at work to see if I had any further questions and to let me know that Gateway only had the 8-cell and gave me the P/N for the battery(same as the M520). (This is the same battery as the Emachines 6811 also).

Anyway, I was quite impressed that they would call instead of email me. So, to make a long story short, so far I am really impressed with the Tech Support.

The other minor annoyance is the fact that things are a bit slow for a lappy with an AMD 64 processor and 1GB of RAM. I am guessing that this is due to the 4200rpm hard drive. I am patiently waiting for more of the hard drive companies to offer at least a 80GB, 7200rpm hard drive and then I will make the switch. If I get really ambitious and have an extra hundred dollars plus around I may also take the lappy in and replace the PC2700 memory with PC3200, but I would have to take it to tech support some place (like Best Buy where I purchased it) to have this done as one of the two 512MB modules resides under the keyboard deep in the innards of the lappy...not for the faint hearted like me to tackle.

I hope if you do decide to go Gateway that you have at least as good an experience as I have so far. It is a great laptop. I do a lot of traveling so I needed something that would go the distance. Now if I could just get about three and a half to four hours out of a battery charge....

I think the gateway support via the online phone number is alot better than the retail support found on the back of the laptop.

I only had to deal with Gateway tech support once, and it was fast and painless. My DVD-RW drive died and they sent me a new one the next day! Only bad thing is that when I called 1) Tech support number isn't toll free 2) I got outsourced tech support and 3) even though I told them I tried starting from the boot up disc and deleting the drive from the device manager already they made me walk through it again wasting time.

I've dealt with both the consumer phone support (starts at tier 1) and business phone support (starts at teir 2).

First I'm going to compare the service to two others.

One is Emachine phone support and the other is Linksys. If you understand hardware and your OS, at Gateway I recieved answers in a timely manner (24 or less hours, if not right on the phone). This also included Phone tech whose first language is english.

Now I constrast this with Linkys where with phone support, English language doesn't exist and even a general understanding of how computers work is missing.

Then Emachine (this is dated but true 2 years ago), where reading off the monitor is the only way to troubleshoot any problem. Their was no tier 2 personnel available using phone support.

Today even after the merger with Emachines and Gateway, phone support personnel are not the same people as at Emachines phone support.

Great support

I called Gateway because my Recovery system was not working.I waited less than 10 minutes anda real nice man answer the phone.He knew what was wrong right away.He told me to disable SPEEDSTEP and reboot.After that it work perfectly.I give them a 10 for support.i have call twice both times and they knew their stuff