I haven't dealt with a manufactured PC's tech support in nearly three years since I left Compaq behind for the DIY world. (Where I'M tech support.)
I agree that many peeps migrate their software and OSes as they upgrade and make doorstops of their old machines, but even if Gateway just did hardware support, how can they help someone with a video issue if they don't know what OS and what drivers for that OS are installed. Some cards aren't very well supported in Linux and how's the 3dfx support in Be?
Tech support is a major cash drain for PC companies, esp. those with free, lifetime support. That's why some want to charge $35 a call after the warranty runs out. Compaq tech support ranged from brilliant and helpful to wreaking more damage than I was already experiencing.:| It varies, just like mechanics, doctors and barbers.
On another tip, I once came across a copy of Poser 2 for about $60 (MSRP $150) at a Beast Buy. It was right after Poser 3 came out and I should've been able to get the free version upgrade. Well, I sent the paperwork in and waited. And waited. After a few weeks, I called them up and axed wassup. They found my papers in the "Reject" file because...get this...I hadn't paid enough!!:Q Huh? They said that because I hadn't paid at least $100-$120 for it, I didn't qualify for the up, even though there was no mention of this precondition. So, I was denied an upgrade thru no fault of my own. THEY got paid for the copy of Poser 2 by the wholesaler, and I get jacked because BB didn't care to make it's full profit. If I'd "fixed" the price (with my legit, paid for copy of Photoshop) on the copy of the receipt I mailed in, they would coughed up.
What to do? I made it my crusade to "get" my copy of Poser 3 and I did. Then I decided to get a copy of every program they made, which I also did. Most haven't been even installed, or have lived on the drive long enough to be played with for 20 minutes before being deleted, but to me that was the retribution I felt necessary. (Funny thing, I actually BOUGHT a copy of Painter Classic afterwards, BUT it was through an eJay auction of a new, sealed box, so they did really get the money direct from me, did they?)