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Gateway says "My Microsoft is better than
yours..."
After HOURS of troubleshooting a Gateway PC with WindowsME installed, I
figured an upgrade to WindowsXP could solve what I thought was a software issue.
Well the upgrade worked fine at first, but the pc continued to freeze. The
Gateway was still under warranty for hardware service so I decided to contact
Gateway by live chat to get a service authorization.
Below is a copy of the live chat, edited to get to the heart of the matter
-- Gateway's Microsoft is better than mine!
Chat Log for 07/31/2003 11:11:20 AM In Session with : Eric
---------------------------------------
Eric says:
Thank you for the information about your system. Please allow me a
moment to access your system information and review your issue. For
reference, my employee number is GWRA250.
Martin Roth says:
Here's the issue: Customer who owns machine called me, keeps freezing. I did
all hardware investigation and dl's all driver updates, ME updates etc, but
machine continues to freeze. Sometimes will not even go into safe mode.
Today, reformatted hd, installed copy of xp, still freezes. Need rma or
whatever else to authorize return for your customer
Eric says:
Okay. Have you tried running the PC Doctor test for the whole computer?
Martin Roth says:
Yes, of course other than usual missing files, etc, no indicated software
fault, but, pc continues to freeze intermittently, no one application, just
will not stay up.
Eric says:
Did you get any error message in the PC Doctor test?
Martin Roth says:
No error in PC doctor, ran Norton Utilities, C: ok, usual Windows missing
shortcuts, etc, nothing severe. Also, no conflicts in DMA or IRQ
assignments, all drivers installed under XP are enabled. I believe in my
heart it is probably in the motherboard!
Eric says:
Have you tried running GWSCAN utility to check if there is anything wrong
with hard drive?
Martin Roth says:
Yes, no errors using either scandisk or Norton Utility scan. No registry
errors either. Just rebooted while on hold, froze trying to apply xp updates
Eric says:
Have you checked the BIOS settings like system memory, CPU speed, parameters
for the hard drive and CD-ROM are correctly set?
Martin Roth says:
Yes, have been in and out of BIOS continually, all loading according to
spec. Sees the memory ok, sees hard drive and CD no problem, loads, then
bombs on intermittent basis. Maddening!
Eric says:
As the customer is in the warranty period, I will place a service order for
the desktop system. Now to initiate the service setup process, I will need
some information. Please provide me with the following information: 1. Call
Back number. 2. The best time to call you. 3. Detailed return address
(Street Address, City, State, and Zip). 4. Format
and Reload approval for your computer, if needed. (Yes/No). 5.
Any Windows or BIOS password.
Martin Roth says:
4 . Reload WinXP OK, will include CD. Don't want ME
Eric says:
Was that Windows XP purchased from Gateway?
Martin Roth says:
No, locally but will include with the 25 digit code if need to reinstall -
ok?
Eric says:
One moment please.
Martin Roth says:
Hey, it's pure Microsoft CD, upgrade.
Eric says:
Martin, Gateway will install a fresh copy of Windows XP in your system if
you need. But however, Gateway do not recommend
third party items. Is that okay for you?
Martin Roth says:
Third party? This is a Microsoft CD, in the original box, with the original
license which I just paid $116 for. Can't you use this CD?
Eric says:
But that is purchased outside Gateway.
Martin Roth says:
Yes, from Microsoft, the SAME company you buy it from. Eric, give me a break
here, this is NO "third party", it's Microsoft!
Eric says:
Martin, I can suggest you one thing. You can get Windows Me installed in
Gateway and after you get back the system from service, you can go ahead
with upgrading to Windows XP. Is that Okay?
Martin Roth says:
WindowsME really sucks. It would mean reactivating XP again by phone since
it is already installed and activated. Can't you please (pretty please) use
the CD I just bought?
Eric says:
I can understand Martin. But you have to send only the system packed in the
box for service.
Martin Roth says:
Right, will put in box, but are you saying I can't include the CD? Come on.
Eric says:
Yes Martin.
Martin Roth says:
Please give me the RMA and ship to address. You guys can deal with it and
try it under ME. I'll upgrade it (again) when it returns. I understand you
will only do WindowsME. Too bad for YOUR customer
Eric says:
Thanks for holding Martin.
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