INCON Research, Inc.

INCONnecticut Computer Help for Small Business and Home UserINCONnecticut Computer Help

 

 

 

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.