I don't think they train these people... A former co-worker of mine bought a Gateway PC last May. The hard drive developed bad sectors out of warranty this October. I told him to buy a new one and I would install it and restore his PC. Well the restore disc he had was damaged (scratched) sometime in the year he had it. I first attempted Gateways website to see if I could order a replacement online (Had to do that once before with a friends Sony PC-great exp there). Couldn't find it, but I did see a link to chat online with a tech.
After explaining the situation their online tech (Steve), he confirmed the PC was out of warranty and tried to sell me phone based support. I reminded him that I didn't want/need tech support as the problem was fixed, I just needed a replacement restore disc. He tells me they do not carry them and directs me to an outside company website to buy it. Well I looked on that website and most of what they listed were for older PC's running Windows98 and earlier. I only seen a few XP's and no Vista's. I found a phone number for the company and called, they confirmed they do not carry anything Vista. They specialize in older hardware no longer supported. They did recommend to call Gateway and ask for their parts department as tech support were "idiots", the discs should be in stock.
So I found their number and called their customer service line. I will say Gateway's hold times are better than most, only took about 5 minutes. The guys I talked to (Cody) said they do have the disc (really?), it was $10 for the disc + $10 for regular ground shipping. I explained the situation that my friend was going into the hospital for surgery Monday (11/3) and the needed the disc sooner. I asked if I could get it overnight shipped so I'd have it Friday (10/31). He tells me sure, but the next day shipping will be an additional $10. I said fine $30 is ok and asked to verify it was shipping the same day & also asked where was it shipping from. He said it would ship that day, and it would be coming from Texas.
So Friday passed and no disc, Saturday passed and no disc, finally Monday came and the disc arrives. The label shows "Deliver by 03Nov08", checking the tracking number online it shipped from Washington and it wasn't shipped until the next day. This portion of the blame should be shared by both Gateway (overnight orders shouldn't sit around an extra day) & FedEX (three business days to ship an overnight package?)
General incompetence all around... The first tech should have directed me to customer service to order the disc, the second should have been a little more forthcoming in the shipping. Lastly, FedEx...that's another review.