Archived from groups: alt.sys.pc-clone.gateway2000 (More info?)
If you hate Gateway/Emachines tech support, stop here as you will have
you most basic perceptions challenged.
Two weeks ago I casually asked my grand-daughter why I never see her on
line any more and why of late she has to come to our house to do her online
homework. Reply, "Oh, didn't mom or dad tell you, lightning took out our
computer and all of the house phones. Well since I fix that sort of stuff I
volunteered to check it out.
First off lightning did indeed hit the phone line and the telco guys had
to replace lines to and in the house as well as the demarcation point box.
The four phone system was Ok, but the base unit was a write off, no biggie,
that is until I called their tech support. Nice folks, dumb as a bag of
hammers and as helpful as knife with no blade. After an hour on the phone I
took the easy way out an bought a new base unit and now the kids have a
spare hand set.
Ok, I put it off till last because I just knew it would be a royal pain.
I checked out their PC, and Emachine(model D2685) and yep the modem was
dead. Used the number off the back of the tower and called Emachines for
service. Went through the phone tree and in about 2 minutes I was talking
to a tech. Not just any tech, but one named Josh, badge # 70464. He had be
do a test and confirmed my diagnosis. Told me what I needed and forwarded
me to the parts desk where they checked to see if they had a matching modem
model. Not in stock, but using some cross reference they said they had a
near match with a Gateway modem that had a few added features. Then
surprise they checked price and it was a even a few dollars cheaper. I
agreed and they took my CC # and ask about shipping. Since the kids seemed
in no rush I took standard shipping and was told it would be 5 to 7 days.
Fine all done and they said I would get a confirmation and tracking number
via Email. So far things all seemed to go surprisingly well.
Six days later the modem arrived and I installed the hardware ran the
software setup and was done in under 30 minutes. I can't explain it nor do
I even suppose I could even guaranty how some one else could get this kind
of service. I spoke to two very US born and bred sounding individuals with
no muss and no fuss.
It was almost like going back in time to the days when US companies made
computers and US tech supported them. Back when folks in the PC business
cared about customer satisfaction.
Well that's my story, sorry for messing up the status quo and everyone's
preconceived notions of what Emachines/Gateway service is like.
KC
If you hate Gateway/Emachines tech support, stop here as you will have
you most basic perceptions challenged.
Two weeks ago I casually asked my grand-daughter why I never see her on
line any more and why of late she has to come to our house to do her online
homework. Reply, "Oh, didn't mom or dad tell you, lightning took out our
computer and all of the house phones. Well since I fix that sort of stuff I
volunteered to check it out.
First off lightning did indeed hit the phone line and the telco guys had
to replace lines to and in the house as well as the demarcation point box.
The four phone system was Ok, but the base unit was a write off, no biggie,
that is until I called their tech support. Nice folks, dumb as a bag of
hammers and as helpful as knife with no blade. After an hour on the phone I
took the easy way out an bought a new base unit and now the kids have a
spare hand set.
Ok, I put it off till last because I just knew it would be a royal pain.
I checked out their PC, and Emachine(model D2685) and yep the modem was
dead. Used the number off the back of the tower and called Emachines for
service. Went through the phone tree and in about 2 minutes I was talking
to a tech. Not just any tech, but one named Josh, badge # 70464. He had be
do a test and confirmed my diagnosis. Told me what I needed and forwarded
me to the parts desk where they checked to see if they had a matching modem
model. Not in stock, but using some cross reference they said they had a
near match with a Gateway modem that had a few added features. Then
surprise they checked price and it was a even a few dollars cheaper. I
agreed and they took my CC # and ask about shipping. Since the kids seemed
in no rush I took standard shipping and was told it would be 5 to 7 days.
Fine all done and they said I would get a confirmation and tracking number
via Email. So far things all seemed to go surprisingly well.
Six days later the modem arrived and I installed the hardware ran the
software setup and was done in under 30 minutes. I can't explain it nor do
I even suppose I could even guaranty how some one else could get this kind
of service. I spoke to two very US born and bred sounding individuals with
no muss and no fuss.
It was almost like going back in time to the days when US companies made
computers and US tech supported them. Back when folks in the PC business
cared about customer satisfaction.
Well that's my story, sorry for messing up the status quo and everyone's
preconceived notions of what Emachines/Gateway service is like.
KC
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