I recently had the wonderful privledge of calling Gateway's technical support line.

Gateway PC (www.gateway.com) has to have the WORST technical support I have EVER used.  I DO NOT RECOMMEND YOU EVER, EVER, EVER PURCHASE ANYTHING from these people.

I first visited their site and had a nice chat with a tech support rep.

(all times are actually in GMT, so it was 2:58am when I first started chatting to this fellow.)

Time Item
20 Jun 2005 10:58:18 PM launchdesktopsharing set to false.
20 Jun 2005 10:58:18 PM Phone Number set to [removed].
20 Jun 2005 10:58:18 PM Client ID set to .
20 Jun 2005 10:58:18 PM E-mail set to [removed].
20 Jun 2005 10:58:18 PM Serial # set to 0033865059.
20 Jun 2005 10:58:18 PM OS set to Windows XP Professional.
20 Jun 2005 10:58:18 PM ProblemComputer set to .
20 Jun 2005 10:58:18 PM Siebel SR # set to .
20 Jun 2005 10:58:18 PM System Type set to Portable.
20 Jun 2005 10:58:18 PM Affected Part set to .
20 Jun 2005 10:58:18 PM Common Questions set to .
20 Jun 2005 10:58:18 PM Purchase Location set to .
20 Jun 2005 10:58:18 PM System Category set to Notebooks.
20 Jun 2005 10:58:18 PM Product Model set to .
20 Jun 2005 10:58:18 PM Address 1 set to [removed]
20 Jun 2005 10:58:18 PM Address 2 set to .
20 Jun 2005 10:58:18 PM City set to Kingston.
20 Jun 2005 10:58:18 PM State set to ON.
20 Jun 2005 10:58:18 PM ZIP set to [removed].
20 Jun 2005 10:58:18 PM Country set to Canada.
20 Jun 2005 10:58:18 PM Date Purchased set to .
20 Jun 2005 10:58:18 PM Model Name set to .
20 Jun 2005 10:58:18 PM Case Number set to .
20 Jun 2005 10:58:18 PM Justin Ho logged in.
20 Jun 2005 10:58:18 PM "Hardware problem" was submitted by Justin Ho to the problem analysis engine.
20 Jun 2005 10:58:30 PM Connected to the server via Direct Socket
20 Jun 2005 10:58:30 PM Justin Ho has been assigned to the Support queue.
20 Jun 2005 10:58:36 PM Justin Ho was added to the incident named Justin Ho by Glen_GWPR117
20 Jun 2005 10:58:36 PM Glen_GWPR117 created an incident named Justin Ho.
20 Jun 2005 10:58:39 PM Glen_GWPR117 says: Welcome to the Gateway Remote Assistance, professional support queue. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.
20 Jun 2005 10:59:28 PM Glen_GWPR117 says: Hello Justin..Thank you for holding.
20 Jun 2005 10:59:42 PM Justin Ho says: Hi :)
20 Jun 2005 10:59:46 PM Glen_GWPR117 says: Can you please verify if the system serial number you submitted is correct? Serial #: 0033865059
20 Jun 2005 10:59:46 PM Justin Ho says: I'm at Queen's University in Canada. This machine has failed a physical RAM check (MemTest 86+) repeatedly and crashes randomly.
20 Jun 2005 10:59:54 PM Justin Ho says: 0033865059
20 Jun 2005 11:00:07 PM Justin Ho says: Should be registered to [name removed]
20 Jun 2005 11:00:27 PM Glen_GWPR117 says: Thank you for the confirmation. This allows me to access the correct account and system information. 
20 Jun 2005 11:01:45 PM Glen_GWPR117 says: I see that the system is not registered to [removed], may I have your customer ID number please?
20 Jun 2005 11:02:15 PM Justin Ho says: Hm... I'm afraid I don't have that...
20 Jun 2005 11:02:34 PM Justin Ho says: I'm the network administrator here, and this machine was brought to me earlier today
20 Jun 2005 11:03:23 PM Glen_GWPR117 says: Okay, thank you.
20 Jun 2005 11:03:37 PM Justin Ho says: [removed] should be his home address
20 Jun 2005 11:03:48 PM Justin Ho says: Is there any other information I can give that might help? =)
20 Jun 2005 11:04:29 PM Glen_GWPR117 says: Neither any of the information you give much the system account in my database Justin.
20 Jun 2005 11:04:39 PM Glen_GWPR117 says: match*
20 Jun 2005 11:04:55 PM Glen_GWPR117 says: Anyway, 
20 Jun 2005 11:05:02 PM Glen_GWPR117 says: I've read your issue description from the submission form. Do you have any more details that may help us?
20 Jun 2005 11:05:24 PM Justin Ho says: I've run a MemTest86+ scan on the system
20 Jun 2005 11:05:32 PM Justin Ho says: it fails on the 'internal' piece of RAM
20 Jun 2005 11:06:11 PM Justin Ho says: and crashes/corrupts the screen. I'm not sure if its "replaceable" or not.. so I wanted to know what the options were
20 Jun 2005 11:06:19 PM Glen_GWPR117 says: I see. Has the system ever worked properly?
20 Jun 2005 11:06:45 PM Justin Ho says: Its not my machine; I asked him briefly.. he seemed to indicate that it crashed frequently.. ie.. every few hours
20 Jun 2005 11:06:50 PM Justin Ho says: and he just put up with it
20 Jun 2005 11:07:06 PM Glen_GWPR117 says: I see.
20 Jun 2005 11:07:16 PM Glen_GWPR117 says: Have you tried to reseat the card Justin?
20 Jun 2005 11:07:16 PM Justin Ho says: Once I started using it, it became apparant to me that there was a serious hardware problem
20 Jun 2005 11:07:31 PM Justin Ho says: I removed the external, customer accessible card already
20 Jun 2005 11:07:38 PM Justin Ho says: The 'internal' one is causing the problems...
20 Jun 2005 11:07:49 PM Justin Ho says: and I am not sure if I'm allowed to access that without voiding warranty :)
20 Jun 2005 11:08:16 PM Justin Ho says: (Nor do I know how to get to the internal piece of RAM)
20 Jun 2005 11:08:47 PM Glen_GWPR117 says: I suggest that you reseat the card Justin, let me send you the proper way to reseat the card.
20 Jun 2005 11:08:54 PM Justin Ho says: Coolio :)
20 Jun 2005 11:09:23 PM Glen_GWPR117 says: Please take a look at the link I am about to send
20 Jun 2005 11:09:36 PM Glen_GWPR117 sent a link to Justin [http://support.gateway.com/s/Mobile/Gateway/M275/3501734faq39.shtml]
20 Jun 2005 11:09:55 PM Justin Ho says: Glen, there are 2 pieces of RAM in this machine, correct?
20 Jun 2005 11:10:05 PM Justin Ho says: I've already REMOVED the external, customer accessible piece.
20 Jun 2005 11:10:08 PM Justin Ho says: It still crashes.
20 Jun 2005 11:10:20 PM Glen_GWPR117 says: You mean you have reseated the card?
20 Jun 2005 11:10:30 PM Justin Ho says: The machine crashes WITHOUT that RAM piece in
20 Jun 2005 11:10:58 PM Justin Ho says: It can't possibly be causing the problem since its not in the machine.
20 Jun 2005 11:11:11 PM Justin Ho says: The other is under the keyboard, correct?
20 Jun 2005 11:11:18 PM Glen_GWPR117 says: Yes.
20 Jun 2005 11:11:47 PM Justin Ho says: I am going to reseat that piece now
20 Jun 2005 11:11:57 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:12:20 PM Justin Ho says: COuld you tell me what screws I need to remove to get the keyboard off?
20 Jun 2005 11:12:46 PM Glen_GWPR117 says: Here is the proper way to do it.
20 Jun 2005 11:12:51 PM Glen_GWPR117 says: http://support.gateway.com/s/Mobile/Gateway/M275/3501734faq40.shtml
20 Jun 2005 11:13:05 PM Justin Ho says: Thanks
20 Jun 2005 11:15:37 PM Justin Ho says: kay...
20 Jun 2005 11:15:49 PM Glen_GWPR117 says: HOw is it Justin?
20 Jun 2005 11:16:31 PM Justin Ho says: I have put the other piece of RAM on the internal RAM slot
20 Jun 2005 11:16:37 PM Justin Ho says: And I am running RAM diags again now
20 Jun 2005 11:16:44 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:16:54 PM Justin Ho says: Hoping that its just the RAM piece, and not a motherboard problem
20 Jun 2005 11:17:35 PM Glen_GWPR117 says: May I ask what was the last thing the owner was doing that might have affected the system, if you know/
20 Jun 2005 11:17:36 PM Glen_GWPR117 says: ?
20 Jun 2005 11:17:45 PM Justin Ho says: It sits on his desk in the dock
20 Jun 2005 11:17:51 PM Justin Ho says: He doesn't use it as a tablet, but as a laptop
20 Jun 2005 11:18:08 PM Justin Ho says: It so rarely leaves, there's an external LCD attached to it all the time.
20 Jun 2005 11:18:22 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:18:41 PM Glen_GWPR117 says: Have he added any hardware or software that might have affected the system?
20 Jun 2005 11:18:58 PM Justin Ho says: Nope.
20 Jun 2005 11:19:02 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:19:29 PM Glen_GWPR117 says: how is the diags/test going on right now?
20 Jun 2005 11:19:39 PM Justin Ho says: we're at 22%.... no problems
20 Jun 2005 11:19:46 PM Justin Ho says: (It barely made it to 5% before)
20 Jun 2005 11:19:53 PM Justin Ho says: so I'm pretty sure its the RAM piece.
20 Jun 2005 11:20:01 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:20:14 PM Glen_GWPR117 says: Let me know if you're ready to continue.
20 Jun 2005 11:20:54 PM Justin Ho says: The test is almost done.
20 Jun 2005 11:21:06 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:21:15 PM Justin Ho says: You want me to finish the test?
20 Jun 2005 11:21:26 PM Glen_GWPR117 says: Sure, so we know the result.
20 Jun 2005 11:21:40 PM Justin Ho says: Okie. Give me a few minutes then.. and I'll let you know once it completes.
20 Jun 2005 11:21:51 PM Glen_GWPR117 says: Thank you. I am on hold.
20 Jun 2005 11:24:10 PM Justin Ho says: The test is complete.
20 Jun 2005 11:24:12 PM Justin Ho says: No problems.
20 Jun 2005 11:24:57 PM Glen_GWPR117 says: Justin, when you test or diagnose the system before, the test failed correct?
20 Jun 2005 11:25:11 PM Justin Ho says: Yes. With the bad piece of RAM in EITHER slot, the diags fail
20 Jun 2005 11:25:24 PM Justin Ho says: with the bad piece of RAM removed, the machine runs fine.
20 Jun 2005 11:25:42 PM Justin Ho says: It is now running FINE with 256 MB of RAM, with the 2nd piece of RAM removed.
20 Jun 2005 11:25:58 PM Glen_GWPR117 says: Since the test passed, can you try to check if the issue still there?
20 Jun 2005 11:26:21 PM Justin Ho says: With the RAM removed, the machine runs fine. The issue is gone. =)
20 Jun 2005 11:26:31 PM Glen_GWPR117 says: Okay.
20 Jun 2005 11:26:36 PM Justin Ho says: Is this RAM still under warranty?
20 Jun 2005 11:26:41 PM Glen_GWPR117 says: Yes it is,
20 Jun 2005 11:27:28 PM Justin Ho says: You had mentioned that you had trouble verifiying the machine's owner.
20 Jun 2005 11:27:47 PM Glen_GWPR117 says: Yes that is correct.
20 Jun 2005 11:28:16 PM Justin Ho says: Is it registered to the Chemistry department at Queen's?
20 Jun 2005 11:28:22 PM Justin Ho says: Or is it an individual?
20 Jun 2005 11:28:59 PM Glen_GWPR117 says: It's registered as an individual Justin, and we are not allowed to disclose any information about the acount.
20 Jun 2005 11:29:13 PM Justin Ho says: Okay. I completely understand that.
20 Jun 2005 11:29:20 PM Glen_GWPR117 says: Thank you so much.
20 Jun 2005 11:29:26 PM Justin Ho says: I'm wracking my brain for who might have purchased the machine
20 Jun 2005 11:29:33 PM Justin Ho says: so that we can get this RAM replaced.
20 Jun 2005 11:29:55 PM Glen_GWPR117 says: Justin , you mentioned earlier that you're from Canada, correct?
20 Jun 2005 11:30:00 PM Justin Ho says: Yes
20 Jun 2005 11:30:24 PM Glen_GWPR117 says: Actually, we have a dedicated support for Canada based customer.
20 Jun 2005 11:30:40 PM Justin Ho says: [removed], [removed], [removed]
20 Jun 2005 11:30:44 PM Justin Ho says: Any of those names match?
20 Jun 2005 11:30:52 PM Glen_GWPR117 says: Let me check sir.
20 Jun 2005 11:30:56 PM Justin Ho says: So I should contact the Canadian support.
20 Jun 2005 11:31:40 PM Glen_GWPR117 says: None Justin.. its with mr. Manshik, do you know his full name?
20 Jun 2005 11:32:39 PM Glen_GWPR117 says: I suggest that you contact the Canadian support for posible replacement of the memory card.
20 Jun 2005 11:32:47 PM Glen_GWPR117 says: Here is the contact number:
20 Jun 2005 11:33:07 PM Glen_GWPR117 says: Canadian Consumer & Business Customer Service and Technical Support:
20 Jun 2005 11:33:09 PM Glen_GWPR117 says: Direct Phone: 
20 Jun 2005 11:33:19 PM Glen_GWPR117 says: 888.387.7752 
20 Jun 2005 11:33:40 PM Glen_GWPR117 says: Phon Number is available 24 hours a day/7 days a week 
20 Jun 2005 11:33:54 PM Glen_GWPR117 says: I apologize for any inconvenience or frustration caused by this issue.
20 Jun 2005 11:34:03 PM Glen_GWPR117 says: Have I addressed all your issues for today?
20 Jun 2005 11:34:09 PM Justin Ho says: Yup. Thank you.
20 Jun 2005 11:34:15 PM Glen_GWPR117 says: You're welcome!
20 Jun 2005 11:34:20 PM Justin Ho says: Hm
20 Jun 2005 11:34:25 PM Justin Ho says: Is the number... 7756 or 7752
20 Jun 2005 11:34:34 PM Justin Ho says: Your website reports: Gateway Direct Support (Toll-Free) - 888-387-7756 
20 Jun 2005 11:35:11 PM Glen_GWPR117 says: 7752, however, there might be some changes on the phone line.
20 Jun 2005 11:35:32 PM Justin Ho says: Okay. Thanks for your help :)
20 Jun 2005 11:35:41 PM Glen_GWPR117 says: It was a pleasure working with you. My name and badge number are Glen_GWPR117. Thank you for using Gateway Remote Assistance and have a good night
20 Jun 2005 11:35:46 PM Glen_GWPR117 says: To save your chat log, please click on the "View Live Log" button at the bottom right side of the chat window. It will open a new window, which has the log for the entire chat. You will have the option to "Save log to disk". Please click on the same to save the chat log on your computer.

So I called the number that was on the website.

I spoke to the first rep, who asked me for my firstname, last name, phone number in case I got disconnected, and finally my email address.  Then the phone started ringing.  Someone else picked up and asked me the same questions again.  Then he informed me he was transferring my call.

The phone was picked up by phone rep number 3.  After collecting this information, he informed me that he could not service my call since I was in Canada.  I was told to call 1-888-387-7754 with option 2-2-2.

So I did... this next individual collected the SAME information (first name, last name, phone number, email address) and put me on hold.  After sometime, he informed me that he would have to get my contact information.  The person who was responsible for part replacements, he explained, had "left the building".

I hung up.  I cannot believe how absolutely atrocious this technical support experience was.  I do not think Gateway will call me back - and it hit me... even if they offerred me a free computer or something... I wouldn't want it.  I don't want ANYTHING to do with these people.  They're absolutely ridiculous.  And a waste of time.

I will recommend to this client that he go out and buy a new stick of RAM himself.  It'd be cheaper.

I now understand why Gateway is not doing well, financially.  I understand why no one buys their machines, and I would personally NEVER touch their products in a store.  This level of service is simply horrible.