Eric Holen

My wife bought me a new Gateway DX4300-03 computer a week ago Sunday. I worked on some of the initial setup that day, but did not get around to the major work until this past Friday and Saturday. That’s when I ran into a problem.

The computer came with a TV tuner card, but no matter what I tried, I could not get the computer to recognize a signal from the card. I tested the cable and jack with a regular TV and verified that I had signal and picture. I swapped out the cable with a “monster” cable and tried again. I verified in Windows Device Manager that the device was working properly. Then, on Saturday, I accessed Gateway Support and things got worse.

This is how the interaction went. Mind you, Gateway’s customer service representatives were always pleasant; they were just unable to resolve my problem.

• Gateway Support (via chat) – Over 30 minutes, they asked a lot of questions and verified the previous steps that I had taken, but they did not have me test or change anything. Suggested that I reinstall the driver.
• Me – I reinstalled the driver, which rebooted the computer and knocked off chat. This time I called Gateway Support instead of chatting.
• Gateway Support (via telephone) – Over another 10 – 15 minutes, they verified the previous steps that I had taken (again) and suggested that I might not have configured the TV tuner card properly. Directed me to call Gateway Answers for help with configuring the card.
• Me – I called Gateway Answers.
• Gateway Answers (via telephone) – They would help me configure the card at a cost of $59.99 for the first 30 minutes. However, when I explained the situation, they directed me back to Gateway Support because it sounded like a warranty issue.
• Me – I called Gateway Support.
• Gateway Support (via telephone) – Although a shorter process, they verified the previous steps that I taken (again). They suggested that I reinstall the operating system. I tried to convince them that I might need a new TV tuner card, but they declined.
• Me – I wrote an unhappy review on Gateway’s website. It seems that all four reviewers, including me, were unhappy with the computer. I boxed up the computer and returned it to the retailer who verified that the TV tuner card did not work.

This would have been my second Gateway computer, replacing my first computer. I understand that in these days, customer service has become somewhat limited. However, I would have expected better customer service within the first 30 days of purchasing the computer. At the very least, Gateway Support could have offered to ship me the new TV tuner card for self installation. Then they would have likely had a happy customer. Instead, they have an unhappy customer that may not by another Gateway computer.

I did buy myself another computer, from a different manufacture, but the same retailer. As Yvette can attest, I am very happy with my new computer, as she is with the new 20″ monitor that came with it and is now attached to her computer. My new computer doesn’t have a TV tuner card, but it works great!