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Where does Gateway hire their tech support?!

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Where does Gateway hire their tech support?!

Old 01-17-02, 02:08 AM
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Where does Gateway hire their tech support?!

RANT:
Today, after finishing a 9 hour art project (non computer..thankfully). 7am in the morning. I quickly go to my pc to check a few things...and for no reason, it CRASHES.
Okay, that's not the first time it's crashed before..
so i turn if off w/ the power (since it won't shutdown..)..
try to turn it again....goes through the diagonistics..and then hangs..I can't get anywhere. I try again and again a few times with no luck..

eventually, I resort to the almighty tech support

the first call: they tell me they do will not support me because i honestly tell them i am the son of the person who purchased the computer and not the "original owner"..even though i'm the only one who ever touched the computer. so i tell them, "okay, i'm going to call back after i hang up with you and tell the next caller that i'm my father. okay? goodbye. [hang up].

the second call: i get some probably 40-50 yr old woman who has no idea what she is doing. first i have to repeat 40 times my name and the serial number. then she oddly asks about the weather and the origin of my name..(uh..okay?)..eventually, she goes through a barrage of yes/no questions (i doubt she knew what she asking). her conclusion after nearly 45 minutes on the phone and trying the mighty "restart" was that my computer was beyond any reasonable repair and that it needed to be restored back to original form. it was at this point, i said i'll get back to you on that...and they have the nerve to ask if i was interested in upgrading or adding accessories to my pc.

needless to say, with the swift assistance of a techie-friend 45 minutea away..the computer is up and running in 15 minutes time..

i wonder how many people gateway has instructed incorrectly to format and destroy all the data on their computers..

::takes deep breath::

good week to start zoloft..
Old 01-17-02, 02:39 AM
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Okay... PLEASE share what your techie-friend told you! Because my Gateway computer's OS has crashed five times in the past five months, and every time, we've tried getting back to Windows, and when that hasn't worked (every time), I've had to write zeros to the hard drive (reformat). I'd really appreciate it. Thank you!

Bad tech support... er... BAD!
Old 01-17-02, 02:50 AM
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Okay..he actually came and fixed it...but, as I understand it..
1) Gateway disables a lot of of diagonostic testing (for when the computer starts) so it will load quicker
...this can get corrupted when your computer crashes and results in not loading windows

what he did..is changed settings in the BIOS..press F1 to access these settings..and turn off the "quick" setting so that it goes through all the checks..this clears up errors in loading windows and got my computer back to work!

I'm sure someone here could answer better than that..sorry I didn't fully grasp everything. I'm nooo techie. It did work, however..

~~good luck~~
Old 01-17-02, 03:52 AM
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Sadly, this is very typical of many 'tech support' departments. Generally, the people answering the phones have no more knowledge about computers than the person making the call. They don't know how to troubleshoot, and usually they run through a list of standard questions and input your answers in their knowledge base. Of course many times the answer can't be found in the knowledge base. That's when they give you the response "your computer is beyond repair, you have to use the restore CD" even though there usually IS a fix (as you have seen). It does make you wonder how many people needlessly formatted their drives losing everything due to the bad advice of shoddy tech support. You're almost always better off just asking someone you know who is good with PCs. Anyway, glad to hear you're back up and running...
Old 01-17-02, 07:22 PM
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Someone who I used to work with has a son-in-law who works for Gateway Tech Support. He claims to know so much since he took a class in something.

During a visit, he made some changes to her computer that were not the best things that should have been done. These were changes that his training showed that needed to be done - disregard that this lady's computer was working before he touched it.

Well, he put the computer in a state of not being able to login! All administrator passwords that I put in for safeguard (this is a windows 2000 pro laptop) were now wiped off and I couldn't get in.

Now, this lady has forbidden this guy from touching her computer as his Gateway training has not taught him a thing.

I'm still curious on what he did...
Old 01-17-02, 08:13 PM
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Gateway tech support is horrible.

The only way it could get any worse is if they dropped their 1-800 number and made the customer pay for the call.

You can spend 2-3 hours on the phone waiting and waiting and waiting.

And that stupid gateway radio they play when your on hold is awfull. I would bet that this music alone is the cause of many sucides of customers who were waiting on hold.
Old 01-17-02, 08:30 PM
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I have never had a problem calling there tech support the first time I called, and they had me try a bunch of stuff that didn't work, but I got through right away, and eventually they just replaced the part. Everytime I have called after that I tell them right away as nice as I can (considering) that I wasn't going to do anything they want me to try because I tried it already, and I want a new part, and 2 days later I usually have the part.
Old 01-17-02, 09:16 PM
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Just remember that most tech support staffs (level 1) are most likely college kids that's trying to get into the IT field. I should know because I did tech support over the phone for a competitor of Gateway as my first computer job. It's a sh***y job that pays low. Often, these ppl move on to better jobs after they learn enough and/or sick of the stress.
Old 01-17-02, 09:34 PM
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I spent 18 months as a gateway tech in 95-96. At first, it was quite a gathering of very knowledgable people. I was in the second or third wave hired for the then-new call center. Made a lot of friends, learned a hell of a lot, and I was a damn_good phone tech.

But it sucked. Oh god did it suck. Fast forward about 8 months, and suddenly they've already hired and lost all of the good techs to better pay and better conditions (sprint hired away oh-so-many techs). Then gateway started out-sourcing some tech support to a company that ONLY hired complete morons, and of course the stream of good techs really started to dry up.

Today, I don't think the local gateway call center has ANY techs, only sales. Talk about strip mining.

But even back then, you could tell a good tech from a bad tech from listening to one call. The bad ones would invariably say "format" or "virus" as the answer to any and all problems.

(time to toot my horn a little here -- I had an email newsletter there that outlined fixes and tweaks that gateway wouldn't teach you -- which were MUCH appreciated by the other techs. This died when they tried to get ISO9001 certified, and one of the tenets of that was "all techs have the SAME resources" -- so my newsletter had to go out the window. Check this -- they also REMOVED technical documentation from our desks if it wasn't something that EVERY OTHER tech had.)

In all cases, one should ignore phone support and find themselves a friend or co-worker to answer computer problems. Just don't take them for granted. Give them something in return -- bake 'em cookies, whatever. We don't like to be "used."
Old 01-17-02, 11:32 PM
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Originally posted by TeeSeeJay
I spent 18 months as a gateway tech in 95-96. At first, it was quite a gathering of very knowledgable people. I was in the second or third wave hired for the then-new call center. Made a lot of friends, learned a hell of a lot, and I was a damn_good phone tech.

But it sucked. Oh god did it suck. Fast forward about 8 months, and suddenly they've already hired and lost all of the good techs to better pay and better conditions (sprint hired away oh-so-many techs). Then gateway started out-sourcing some tech support to a company that ONLY hired complete morons, and of course the stream of good techs really started to dry up.

Today, I don't think the local gateway call center has ANY techs, only sales. Talk about strip mining.

But even back then, you could tell a good tech from a bad tech from listening to one call. The bad ones would invariably say "format" or "virus" as the answer to any and all problems.

(time to toot my horn a little here -- I had an email newsletter there that outlined fixes and tweaks that gateway wouldn't teach you -- which were MUCH appreciated by the other techs. This died when they tried to get ISO9001 certified, and one of the tenets of that was "all techs have the SAME resources" -- so my newsletter had to go out the window. Check this -- they also REMOVED technical documentation from our desks if it wasn't something that EVERY OTHER tech had.)

In all cases, one should ignore phone support and find themselves a friend or co-worker to answer computer problems. Just don't take them for granted. Give them something in return -- bake 'em cookies, whatever. We don't like to be "used."
This sounds just like my 20 months in Quantex. Luckily, only 12 months in phone support, then went to the specialist department where I provided technical bulletins for the tech support staffs. I was so ready to quit in phone support during my 11th month.

Many ppl who are knowledgeable and idiots managed to get hired by AT&T, Lucent or Merck with salary 2-3 times what they are making.

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