We're on the prowl for a newer machine and want someone that has a service policy. Any first hand info would be appreciated.

I've had three computers so far from Gateway, and in general a very good experience with them. Part of the problem with technical support from any manufacturer is that the more complex the problem, the more you have to know yourself, to know whether the person on the phone actually knows what they're doing, so there can be problems with any support system. I notice that you've also posted the same question with regard to Dell, and from what I've heard about them, they also do a good job of support. At this point in time, Dell probably has an edge, since Gateway has just gone through a reorganization and Dell just keeps going under the same management.

My last encounter with Gateway leaves me somewhere in the middle. While I was a tech at a local college, we were replacing many of the Charley's on campus with Gateways, so had a large number of Gateways coming in. However, the order got screwed up. They were shipped with 64MB RAM, but they were ordered to have 128. Dealing with Gateway was a bit messy, but eventually it worked out pretty well. They shipped us the appropriate number of 128MB RAM chips, which we added to the 64MB already in them. Thus, we ended up on top for our trouble. Remember, this is for a LARGE order. I have no clue how their service is for individuals.

My first primary purchase of a home system was from Gateway - altho more expensive than some, I feel that the equipment is top-knotch, and the user support is great. I had free user support for a year.

Also, seems to me I remember (and I'll have to check on this), that after 2 years, I can trade my system in on the current system at a highly discounted rate.

Mine, which I purchased in March 2001, is still going great although due to various virus's I've had to erase & reinstall 3 times. Mine is a Pentium 3, and I seem to have pretty fast response most of the time.

I know that Pentium 4 is out there, but I'm not sure my ISP combined with the Pentium 4 would make a great deal of difference! (I'm in the equivalent of the back-woods!)

All in all, I've been very happy with my Gateway - it was my dream computer for years, and whenever I upgrade, I intend to do so through Gateway.

My experience with Gateways have led me to believe that Gateways suck. Granted the computer I had was an older computer but it sucked. Gateway computers are to easy to hack. For instance if you go into the bios you can set a start-up password. All you have to do get around this is to open the computer up and fllip a tiny switch. Then you can go into the bios and disable the password. I'd go with a Dell.

I like Gateway's instant on line chat help, they'll even take over your system & fix what ails it (of course, as long as it's not hardware or virus-ruined related). It came in handy, when my mom bolluxed up her Win98 last Novemeber.

I decided to go with a Dell, and find they don't have this same type of help (at least I haven't found it); my brand new Dell WinXP Pro has already crashed, causing me to reinstall the OS. So far, Gateway? Yes. Dell? No. Even better, I shoulda switched to a Mac.

I've heard both good and bad about Gateway and Dell, so it seems to me to be a toss-up. Given a choice between only the two, I would most likely take either one. I have one that was built by a local "mom & pop" shop, and have been happy with it for the most part. Of course, I have upgraded it a couple times. I do like the trade-in feature of Gateway though, which would tend to make me lean toward it for that one reason.

chris

Although my basic Gateway service agreement has expired, several times lately I've had to call for user support.

They are always very happy to help, even though my service contract is expired.

Customer service plays a big part for me in how I feel about a product. And I'm sure when I buy another computer someday, it will also be a Gateway.