Chet Reads & Writes

Nicole is the proud owner of a Gateway LT1004u netbook. A little while back it decided to pretend that it’s battery no longer existed. Today I tried to get this fixed. Here is the result of my final chat with Gateway’s online tech support. I had written a nice piece of customer feedback for them, but it didn’t make it this far on my clipboard. Oops. Another huge example of why outsourcing is not really the best way to handle technical support technicians.

Chat Log: *I’m Nicole. FYI. I was using her name since it’s registered to her.*

GWSI1202 says: Welcome to Gateway Chat. My name and badge number are GWSI1202. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.
Nicole says: Hello.
GWSI1202 says: Thank you for staying online.I really appreciate your patience.
GWSI1202 says: Hi Nicole.How are you doing today?
GWSI1202 says: I have verified that the product is covered under warranty. However let me check how can I help you with this issue.
Nicole says: I’m fine. I’ll be better when I get this worked out. You’re the fourth technician I’ve had the pleasure of interacting with today.
Nicole says: Hello?
GWSI1202 says: Yes.
GWSI1202 says: From the information you provided I understand that you want to know how to flash the bios. Am I correct?
GWSI1202 says: Don’t worry. I will try to resolve your issue as early as possible.We apologize you for the inconvenience.
Nicole says: yes
GWSI1202 says: RESET BIOS1.Reset BIOS settings to default settings2.Press F2 at the splash screen to enter the BIOS.3.In the BIOS, press F9 to reset the BIOS to setup defaults. 4.At the confirmation screen, press Enter for Yes. 5.Press F10 to save and Exit. 6.At the confirmation screen, press Enter for Yes. The computer reboots.Note: If the computer has an add-in sound card, disable the integrated (onboard) audio after setting the BIOS to defaults.
GWSI1202 says: Please follow the steps provided and if you have any issues, feel free to get back to us at any time.
GWSI1202 says: Since this is a time consuming process, I cannot walk you through this. Please try this and if you have any issues feel free to get back to us.
GWSI1202 says: To save your chat log, please click on the “View Live Log” button at the bottom left side of the chat window. It will open a chat log window. Please use the option to “Save log to disk”. Keep in mind you do not need a disk or cd. You can simply save the log to your system.
Nicole says: okay wait
Nicole says: How do i update the BIOS.
Nicole says: I downloaded the new BIOS software, but cannot figure out how to install that.
Nicole says: An earlier technician said I needed to put the software onto a CD to boot from, but the LT 1000 series does not have a CD Drive.
GWSI1202 says: Please provide me couple of moments while I look for the solution to help you with this issue.
Nicole says: thanks
GWSI1202 says: Iam sorry to say this, for this computer we dont have cd/dvd drive..
Nicole says: I am aware of that.
Nicole says: I’m holding the computer, I can see that there isn’t a cd/dvd drive
GWSI1202 says: I request you to call local technician he will help you out.
Nicole says: what local technician?
GWSI1202 says: Any from local store.
Nicole says: yeah they said we had to contact Gateway directly.
Nicole says: so here I am. Contacting Gateway.
GWSI1202 says: Okay.
Nicole says: So…there’s nothing else you can do for me?
GWSI1202 says: To fix this issue, we need to send your computer for repair.
GWSI1202 says: It takes 7-10business days.
Nicole says: ok
GWSI1202 says: Just give me a moment.
Nicole says: ok
GWSI1202 says: Thank you for being online.
Nicole says: no problem
GWSI1202 says: You need to pay one way shipping charges.
Nicole says: the warranty doesn’t cover all shipping? that seems wrong.
GWSI1202 says: If it is okay with you then i sechdule your computer for repair.
GWSI1202 says: Iam sorry to say th free shipping charges is only for one month.
GWSI1202 says: Are we still connected?
Nicole says: we are
GWSI1202 says: Okay.
Nicole says: What do we need to do to schedule this?
GWSI1202 says: We need to sechdule your computer for repair, to fix this issue.
GWSI1202 says: Are we still connected?
Nicole says: Yes.
Nicole says: But what do I need to do to get it scheduled.
GWSI1202 says: Okay.
Nicole says: What’s happening?
GWSI1202 says: I would like to provide you with the lates bios update.
GWSI1202 says: Pleas use the below link to download the bios update:
GWSI1202 sent a link to . [http://support.gateway.com/support/drivers/getFile.asp?id=22623&uid=261772017]
GWSI1202 says: You need download the bios update from the link.
GWSI1202 says: After that you need to burn it to a disk as an ISO image.
GWSI1202 says: After you burn that you need to insert the disk and restart the PC.
GWSI1202 says: You will have the option to flash the bios or update the bios.
Nicole says: You seem to have forgotten that my computer doesn’t have a disc drive.
GWSI1202 says: In such scenarios you need to send your computer on depot repair.
GWSI1202 says: Is that okay with you?
Nicole says: Yes. We already went through this conversation
Nicole says: I’ve been waiting on you to tell me what to do to schedule such repairs.
GWSI1202 says: I will let you know.
GWSI1202 says: If I am right you are facing issue the battery, is that correct?
Nicole says: I assume so since the computer won’t recognize its existence.
GWSI1202 says: Please remove the battery and turn on the laptop using only the adaptor.
Nicole says: and then what?
GWSI1202 says: Let me know if the computer turn on or not?
Nicole says: it does.
GWSI1202 says: Alright.
GWSI1202 says: Have you tried checking using any similar battery to know if your laptop can detect other batteries or not?
Nicole says: Are you truly this daft or are you just messing with me now?
Nicole says: Why would I have extra batteries lying around, and if I were to have extra batteries that worked this would be a nonissue.
GWSI1202 says: As per the information provided the issue could be because of the laptop or the bad battery,
GWSI1202 says: Hence we need to tak your laptop for repair.
GWSI1202 says: Is that okay with you?
Nicole says: I think we’re done here.
Nicole says: This is the third you’ve said it needs to go in for repairs and I’ve said okay.
Nicole says: Clearly there is some miscomunication somewhere.
GWSI1202 says: For this you need to send us the computer to our authorized repair center, I would let you know about the address.
Nicole says: Which isn’t your fault really.
Nicole says: It’s your employers fault.’
Nicole says: If I seem upset with you, I’m not. Just so you know.
GWSI1202 says: I apologize for the inconvenience.
GWSI1202 says: Please let me know shall I go ahead now and place you a repair service.
Nicole says: No. I think I’m done dealing with this for tonight.
GWSI1202 says: Its okay.
Nicole says: I think that I’m at my wit’s end.
GWSI1202 says: You can contact us at any point of time.
GWSI1202 says: It was a pleasure working with you. My name and badge number are GWSI1202. Thank you for using Gateway Remote Assistance and have a great day.
Nicole says: Of course. I’m not entirely sure if I want to at this point.
Nicole says: Yeah enjoy your night.
GWSI1202 says: To save your chat log, please click on the “View Live Log” button at the bottom left side of the chat window. It will open a chat log window. Please use the option to “Save log to disk”. Keep in mind you do not need a disk or cd. You can simply save the log to your system.
GWSI1202 says: It was a pleasure working with you. Your Service Request number is1-64SYQF My name and badge number are GWSI1202. Thank you for using Gateway Remote Assistance and have a great day.