Help is probably not on the other side of the globe either. Gateway customer support really sucks. I wonder whether they have actually provided any useful support to anyone. I know these centers are probably offshore. Still, I don't think they're any kind of bargain. Humans just cut and paste 'customer service scripts'. A computerized system would be more cost effective and ultimately superior. Just for my own sanity I've cut and pasted a bit too. Here are a few days of mind-numbing email:
Final Message Follows:
-------------------------
http://support.gateway.com/support/drivers/search.asp?param=vista+bios&st=kw
I will keep my eye on the page above. I am not looking for 'drivers'. My
Gateway requires a BIOS replacement to run Vista.
I have given up hope that you or your colleagues will be of any assistance at all.
==Dennis
Hello Dennis,
Thank you for your reply. If you prefer, you may search online for
updated drivers, as Gateway currently does not have them available.
Please be advised that all information obtained from the Internet is to
be *** used at your own risk ***. This will include all information
obtained from the Internet, such as, files you may download, information
about how to resolve an issue or just visiting a link that you were
referred to. This will include any links or downloads that Gateway may
refer you to as a possible resolution to an issue or just as a source of
information. This also includes any references to searching the
Internet for any type of information.
I apologize for any inconveniences that this may caused you.
Please reply to this message if you require further assistance with this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
Justice
Badge GWEL8252
Even if you use your computer for the simplest of tasks, adding memory
to your computer is the most efficient and quickest ways to boost your
performance. For upgrade options please consult an upgrade sales
representative at:
https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp?id=6209
Information provided pursuant to eMachine's Terms of Sale and Limited
Warranty Agreement. All brands and names are trademarks of their
respective companies.
Original Message Follows:
-------------------------
http://support.gateway.com/support/drivers/search.asp?param=vista&st=kw
Your answer does not fit the scope of what is occuring on the Gateway
site. Your 'customer scripts' are worthless in helping me. I know
that support is farmed out to help centers. Yet, your assistance has
not been worth the price paid by Gateway.
If you are unsure of the situtation at present, please 'come clean'
and admit that you are not able to get hold of the required
information at present. An answer like that would help me respect
you, rather than having the feeling I do at present.
==Dennis
On 2/3/07, Email Tech
> Hello Dennis,
>
> Thank you for your e-mail. Please be guided that Gateway does not
> support the changing of Operating System because changing the system to
> a different configuration may cause a great deal of conflicts between
> devices and software on the system.
>
> You have the option of installing the Windows Vista on your system;
> however, we cannot guarantee its compatibility with the pre-installed
> Operating System. In addition, any changes or upgrades to the original
> configuration of the system are done so at the sole risk of you the end
> user. Any support for added 3rd party software will need to come from
> the manufacturer of that product. You may also consider contacting the
> motherboard manufacturer for an updated BIOS that can support Vista.
>
> In relation to this, it is usually better to compare your system
> specifications with the recommended system specifications rather than
> the minimum system specifications for best results of software. This
> way you will be sure to get the best performance out of the new software
> package.
>
> Here are your system's specifications:
>
> Chassis Magic
> Motherboard Arima MagicUMA
> Notebook Battery Arima Magic W32044L Li-ion
> CPU Intel Pentium M 725 1.6GHz (Centrino)
> Memory 512MB (1x512MB) DDR PC2700 SO-DIMM
> Power Supply (unknown)
> External Power Source Li Shin International Enterprise Corp. 0225C1965
> Video Intel Extreme Graphics 2 Integrated NB
> Audio ADI AC'97 2001
> Hard Drive (Various) Notebook 60 GB
> Primary Optical Drive [DVD-R/RW] (Notebook) 8x DVD+/-R/RW
> Sec. Optical Drive
> Floppy Drive No Floppy Drive
> * Special Drive #1 (Various) 4-in-1 Media Reader
> Modem Conexant v.92 (Notebook)
> Network Interface Broadcom 440x (10/100 Ethernet)
> Additional Network Interface Intel 2200BG 802.11g
> USB Ports (FRONT/SIDE) 3
> USB Ports (REAR) 0
> Firewire Ports (FRONT/SIDE) 1
> Firewire Ports (REAR) 0
> Mini-PCI Slots 1
> Mini-PCI Version
> PCMCIA Slots 1
> PCMCIA Version Type I, II Cardbus
> Mouse (Notebook) Synaptics PS/2 Port TouchPad
> Keyboard (Integrated) Arima Magic Series Notebook
> Speakers Integrated
> Restore CD 3520GZ (SoftThinks-Medialess)
> Packaging Type Notebook
> Monitor Included GZ Notebooks Magic Ultrabright WXGA Widescreen
>
>
> Please be advised that we do not support a change in the original
> configuration of the system. In this regard, we are unable to provide
> drivers for a different Operating System.
>
> In addition, the drivers included in the Restore CDs are configured to
> work with the Operating System that came preloaded with your computer.
>
> If you wish, you may search online for drivers or BIOS for the devices
> preinstalled in your computer. Please note that we have not tested
> drivers other than the ones provided and we cannot guarantee its
> compatibility with the preinstalled components in your system.
>
> Consulting the manufacturer of the Operating System or the manufacturer
> of the motherboard is a good idea. They could provide additional
> information regarding your issue and assistance in installing or
> configuring it to operate properly. Gateway technical support is here
> to help troubleshoot hardware technical issues and to determine if the
> original software is faulty or corrupted. However, we do not have the
> information available to work with third party software compatibility
> issues. We can only support the original software that were preloaded
> on the system.
>
> You may also wish to do a search online to research any questions or
> issues concerning third party software. Please be advised that all
> information obtained from the Internet is to be *** used at your own
> risk ***. This will include all information obtained from the Internet,
> such as, files you may download, information about how to resolve an
> issue or just visiting a link that you were referred to. This will
> include any links or downloads that eMachines may refer you to as a
> possible resolution to an issue or just as a source of information.
> This also includes any references to searching the Internet for any type
> of information.
>
> If you prefer, we have some telephone support options available for
> issues that are not covered under the original warranty. You may
> consider contacting Answers by Gateway for a fee-based type of support
> over the phone.
>
> https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp??id=400026
>
> Simply click the link above to contact a Gateway Consultant. If you are
> unable to click the link follow these steps to copy and paste the link.
>
> 1. Highlight the entire link starting with http:
>
> 2. Right click on the highlighted text
>
> 3. Select copy from the menu
>
> 4. Right click on the location field in your browser
>
> 5. Select Paste from the menu
>
> 6. Press Enter
>
> Consultants are available everyday between 5:00 a.m. CST and 2:00 a.m.
> CST.
>
> I hope that the information provided in this email has addressed your
> concerns adequately.
>
> I have documented this correspondence under Case Number 202795163 to
> keep a record of your contact with us. You may use this for future
> reference with this issue.
>
> Please reply to this message if you require further assistance with this
> issue. If your reply is received while I am out of the office, to
> ensure a speedy resolution, your issue will be handled by one of my
> colleagues.
>
> Sincerely,
>
> Otto
> Badge GWEL5119
>
> Even if you use your computer for the simplest of tasks, adding memory
> to your computer is the most efficient and quickest ways to boost your
> performance. For upgrade options please consult an upgrade sales
> representative at:
>
> https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp?id=6209
>
>
> Information provided pursuant to eMachine's Terms of Sale and Limited
> Warranty Agreement. All brands and names are trademarks of their
> respective companies.
Original Message Follows:
-------------------------
Your 'support' has been a total waste of my time. First, you did not
know that many Gateway notebooks will not run Win Vista without a BIOS
update. Then, you recommended the incorrect file. The untility says
it will not work with my computer and prevented the flashing.
I know a lot about computers, but so far your help has been nil.
I am awaiting the information, if you can correctly identify which
files will work or whether at present I have to wait until more of
them are released on the Gateway site.
==Dennis
On 2/2/07, Email Tech
> ********************************************************************
> Hello Dennis,
>
> I apologize for the inconvenience this has caused. You may use the
> updated BIOS update dated 2/2/2007. You can download the 7709.exe -
> Gateway BIOS version: 77.09 in the link below:
>
> http://support.gateway.com/support/drivers/getFile.asp?id=21038&dscr=Gateway%20BIOS%20version:%2077.09&uid=149382567
>
> I appreciate the time you took in writing us and I hope the
> information provided in this email helps you with your concern.
> Please reply to this message if you require further assistance with
> this issue. If your reply is received while I am out of the office, to
> ensure a speedy resolution, your issue will be handled by one of my
> colleagues.
>
> Sincerely,
>
> Justice
> Badge GWEL8252
>
> Even if you use your computer for the simplest of tasks, adding
> memory to your computer is the most efficient and quickest ways to boost
> your performance. For upgrade options please consult an upgrade sales
> representative at:
>
> https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp?id=6209
>
> Information provided pursuant to eMachine's Terms of Sale and
> Limited Warranty Agreement. All brands and names are trademarks of their
> respective companies.
Original Message Follows:
-------------------------
http://support.gateway.com/support/drivers/search.asp?param=vista&st=kw
Please look at the following before you blindly state such obvious
errors.
==Dennis
> > >On 2/2/07, Email Tech
> > > **********************************************************************
> > > Hello Dennis,
> > >
> > > Thank you for your reply. Please note that BIOS updates are not posted
> > > on the website until they have been through rigorous testing to ensure
> > > the update is compatible and will not cause any instability with the
> > > system. Once an update has been through the testing to ensure it is
> > > compatible and stable the driver will be posted on the Gateway website.
> > >
> > > If you prefer, you may search online for updated drivers, as Gateway
> > > currently does not have them available.
> > >
> > > Please be advised that all information obtained from the Internet is to
> > > be *** used at your own risk ***. This will include all information
> > > obtained from the Internet, such as, files you may download, information
> > > about how to resolve an issue or just visiting a link that you were
> > > referred to. This will include any links or downloads that Gateway may
> > > refer you to as a possible resolution to an issue or just as a source of
> > > information. This also includes any references to searching the
> > > Internet for any type of information.
> > >
> > > I hope this information has enlightened you and we appreciate your
> > > concern very much.
> > >
> > > I have documented this correspondence in Case Number 202795163 in our
> > > contact tracking database. Please use this number in the future if you
> > > need to contact us again regarding this issue.
> > >
> > > Please reply to this message if you require further assistance with this
> > > issue. If your reply is received while I am out of the office, to
> > > ensure a speedy resolution, your issue will be handled by one of my
> > > colleagues.
> > >
> > > Sincerely,
> > >
> > > Justice
> > > Badge GWEL8252
> > >
> > > Even if you use your computer for the simplest of tasks, adding memory
> > > to your computer is the most efficient and quickest ways to boost your
> > > performance. For upgrade options please consult an upgrade sales
> > > representative at:
> > >
> > > Information provided pursuant to eMachine's Terms of Sale and Limited
> > > Warranty Agreement. All brands and names are trademarks of their
> > > respective companies.
Original Message Follows:
-------------------------
I have noticed a great number of recent BIOS available on your
Gateway site due to many notebooks not being able to run Vista.
Unfortunately as of this minute, there is still not one listed
for my particular model.
Please do a little homework. I can send you the particulars of
the warning that I receive, should you be interested.
Your responses will determine whether I continue being a Gateway
customer with my next purchases.
==Dennis
> > > On 2/2/07, Email Tech
> > > >
> >
**********************************************************************
> Hello Dennis,
>
> Thank you for your e-mail. Regarding your issues in upgrading the BIOS
> of your Gateway 3522GZ notebook to support Windows Vista, in most cases
> the only reason to get a BIOS upgrade is to add support for a new form
> of hardware you are adding to your system that is not supported by your
> current BIOS. Some examples would be a CPU or a larger hard
> drive.
>
> Most Operating Systems do not use the BIOS once the Operating System is
> up and running. You should not upgrade the BIOS in an attempt to fix a
> software bug unless the motherboard manufacturer has identified the BIOS
> as the cause of the problem.
>
> There are currently no recommended BIOS changes or updates listed for
> your computer. Changing the default settings in BIOS could cause the
> computer to become unbootable and it is not recommended.
>
> eMachines does not have or support any changes for the BIOS.
>
>
> To allow Gateway to ensure customer satisfaction, BIOS updates are not
> posted on the website until they have been through rigorous testing to
> ensure the update is compatible and will not cause any instability with
> the system. The original BIOS are stable and Gateway can guarantee that
> it will work on the system it is sent with. Once an update has been
> through the testing to ensure it is needed, compatible and stable, the
> update will be posted on the website. Until an update is needed and
> available, eMachines will continue to support the original BIOS.
>
> Please be advised that if you choose to update your BIOS with an update
> not posted on the eMachines website, the original BIOS flash for your
> system will not be available from eMachines.
>
>
> To ensure that your system supports Windows Vista, you need to run the
> Windows Vista Upgrade Advisor. To download this, you need to visit the
> link below:
>
> http://www.microsoft.com/downloads/details.aspx?familyid=42B5AC83-C24F-4863-A389-3FFC194924F8&displaylang=en
>
> The Internet address above will open a Web Site not controlled by
> Gateway. Since we are not responsible for maintaining the information
> there, please use it only at your own discretion after reviewing it
> carefully to be sure it is appropriate for your situation.
>
> I hope that this response has adequately addressed all your concerns.
>
> I have documented this correspondence in Case Number 202795163 in our
> contact tracking database. Please use this number in the future if you
> need to contact us again regarding this issue.
>
> Please reply to this message if you require further assistance with this
> issue. If your reply is received while I am out of the office, to
> ensure a speedy resolution, your issue will be handled by one of
> my colleagues.
>
> Sincerely,
>
> Justice
> Badge GWEL8252
>
>
> Information provided pursuant to eMachine's Terms of Sale and Limited
> Warranty Agreement. All brands and names are trademarks of their
> respective companies.
Original Message Follows:
-------------------------
Technical Customer Service Questions
Subject: Gateway Technical Support Questions AA3
System Category: Notebooks
Serial Number: N625511010252
Model Number:
Order Number:
Purchase Location: Best Buy
Purchase Month: June
Purchase Day: 15
Purchase Year: 2005
Phone Extension:
Phone: 604-524-6197x
First Name: Dennis
Last Name: Hurd
Address1: #1001 420 Carnarvon St
Address2:
City: New Westminster
State: BC
Zip: V3L5P
Zip+4:
Country: Canada
Company Name:
Junk Mail: on
Operating System: Windows Vista Home Basic
Issue Description One: The 7910.exe does not seem to upgrade my BIOS.
I cannot load Vista Home Premium. Can I expect an upgrade will be
provided soon?