Archived from groups: alt.sys.pc-clone.gateway2000 (
More info?)
I agree 99.9%!!!
A couple of things to now be aware of ..
NO separate operating systems, applications etc. Only a restore disk.
Tech support is NO LONGER a toll free number.
"YrbkMgr" <silkytp@hotmail-dot-com.no-spam.invalid> wrote in message
news:e76be$4247927b$455da0d2$477@allthenewsgroups.com...
> I've been purchasing Gateway ever since I dumped my AST Premium 286
> back in... well, a long time ago.
>
> I love gateway machines. I hate computer sales people and tech
> support.
>
> Little primer...
>
> Tech support is a cost center. They don't generally turn a profit. So
> who do they hire? The guy that got fired from the computer
> superstore, pimply faced Eddy. Most tech support metrics are "how
> many calls did you handle today". Problem resolution is a metric, but
> its based solely on the honor system.
>
> So, if you are in tech support, and want a raise, you take as many
> calls as you can, and tell them to reformat their hard drive, and
> mark it as "resolved".
>
> Not only do they not care about your problem, they don't know what the
> problem is. How do you test tech support people for computer knowledge
> and troubleshooting skills - it's an art, not a science.
>
> If you call tech support you deserve whatever you get. Any idiot can,
> and usually does, pick up a telephone. There's no intelligence
> required to speak to someone on the phone.
>
> Rule #1: NEVER call tech support, 99.98% of them are idiots.
> Rule #2: Only call tech support so as to verify that you have a
> malfunctioning piece of hardware and so that they can arrange for a
> replacement part or RMA.
>
> Sales? How much training do you think sales people get? I used to work
> for IBM training the value added resellers about the benefits of IBM
> Technology for their customers. They get no real product training -
> training is expensive. They know buzz words and common setups.
>
> The problem with sales is not that they lie to you, it's that they
> simply don't know the answer, and for one reason or another, abhor
> the three magic words "I don't know". And, they're often too lazy to
> find out.
>
> So this is the system in which we deal. It isn't just Gateway - it's
> everybody. Now occassionally, you'll get a knowledgable person. Hang
> onto them for dear life.
>
> Know what I do? I follow the golden rule: You have two ears and one
> mouth, listen twice as much as you talk. When I hear that the guy on
> the other end of the phone doesn't know what he's talking about, I
> hang up and call back and get someone else. Rinse and repeat.
>
> Just before I bought these three gatways I have now (2-5200's and
> 1-7200), I asked the salesman if there were extra slots on the MOBO
> so that I could insert a SCSI card. He told me that gateway wasn't
> compatible with SCSI.
>
> Click. Hang up and call back.
>
> Remember, YOU are responsible for what you buy. Why do you think used
> car salesmen get a bad rap? You have to check the car out yourself -
> get a mechanic friend to look at it. If you listen to the salesman,
> unless you're sure he knows what he's talking about, it falls on you
> - you're the one spending your money.
>
> So in summary, don't blame gateway. They make good machines. They
> simply suffer from the same symptoms as most organizations: not
> enough training.
>
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