Why not Gateway?

[maskey]

Hello All,

Why does everyone seem to lean towards Dell when purchasing a premanufactured PC, as opposed to Gateway? Is it a quality issue or has Dell just offered some unbelievable packages ($500 4550) lately?

I did some comparions shopping between Dell and Gateway and found that they were about same price in most conifigurations. The only difference was that Gateway is offering 128mb TI4200 and TI4600 and Dell only offers 64MB Cards. There may be other differences in mice and keyboards, but for the most part they were mostly the same.

I just read PC Worlds rating on Tech Support and though Dell ranks higher than Gateway, they both need help. Frankly I think the whole industry needs help.

And what would Gateway need to do to get better?

Got an opinion?

Mark

P.s. Why do I care? I am about ready to accept a position in a retail store and want some good constructive feedback.

 

[cmdrdredd]

Dell has better looking cases IMO and better displays. I do think their support is also better. I dunno...I always build my own system

 

[StattlichPassat]

Dell just rules. Too many people have been burned by crap Gateway rigs in the past, and I still have yet to work on one that I went away with a smile. Dell has 'it' and knows what they're doing and what their competitors are doing even more than they do. I too still prefer to build my own of course, and I even run a business doing so. It's going to be a long and winding road of 10 years before I'm able to topple Dell.

 

[dullard]

I've been assisting the chemical engineering department at my local university in computer purchases for the last several years - from individual computers for research all the way to large purchases for computer labs. In addition I've bought computers for myself as well as helped friends and family buy computers. Basically I'm telling you this to say I've been very busy pricing out different computers from Dell, Gateway, HP, IBM, etc (I've had input in well over 100, probably nearing 200 computers). In all but one case, the Dell computer was significantly less expensive, often 10%-20% less than Gateway or the others. The one exception had Gateway in the lead, and we did buy a Gateway that one time. That is one of the two major reason people pick Dell. The other reason is customer support. Dell has been in the lead for years. Lately with the economy slump, Dell has cut its support staff and their service quality has degraded, but survey after survey says they are still in the lead. So better price, and better service gives Dell a definate boost in most peoples mind. I guess there are other reasons: Dell's Steve ("Dude" you're getting a dell") commercials have been one of the most successful ad compains of all times - compare this to a cow looking at pretty women. Gateway has spent a ton on marketting this last year, and it has all been a bust.

Note: Gateway has had, for the last year, an incredible deal on LCD monitors. Generally if you want a computer with an LCD, the Dell's 10%-20% price advantage disappears. Thus you are left with just the support difference.

 

[KF]

The people in HOT DEALS will know all about this sort of thing. But the moderators will lock your topic if you post it like this.

What you can do is find a HOT deal at Gateway and post it there. Compare it to Dell or whatever. Then get into a civil arguement with people who disagree. Something like that. After the topic starts you can go practically anywhere with it, and people generally do.

I do not see Gateway recommended by anyone, not that I am looking. Dell gets mentioned, but more for component parts like HDs or speakers. Dell does get some recommendations for genuine servers. People who will spend $3000 for a computer are nuts IMO.

It seems to me that branded computers are junky and lock you in to their parts if you want to upgrade or repair. People here like computers with big power supplies, and standard parts that can be interchanged and replaced from any source. I don't know what they have inside Gateways at all. If you do, I'd be interested to know. You can't tell much by looking at the box from the outside.

 

[Salvador]

Gateway is junk, that's why. Support sucks, they cut too many corners with their parts, etc.. I remember telling people to buy Dell instead of Gateway 4-5 years ago. For those who bought the Gateway instead of the Dell (mainly because of the cow I would guess) everyone of them bought a Dell the next time around and couldn't be happier.

Sal

 

[maskey]

Ok.

So what can Gateway do to get better?

How about some constructive criticism that can help me make it a better place if I take the job?

Dullard...thanks for the great input!

Thanks!

Mark

 

[dullard]

Originally posted by: maskey
Ok.

So what can Gateway do to get better?

How about some constructive criticism that can help me make it a better place if I take the job?

Gateway has an uphill battle. It needs to do these:
1) Increase public perception of its support. This won't happen until Gateway wins some support awards. In this month's edition of Consumer's Report the top two rated supports (as given by the customers, not rated by the magazine) were Apple and then Dell. Gateway must beat Dell in this category. This means very helpful and knowledgable staff at their Gateway stores. It means quick responses to email, short holds on the phone, etc. My only experience with Gateways service was when a video card went bad. I tested everything, including plugging in a new video card (which then worked). So I knew it was the video card. I called and said I needed a new video card (still under warranty) - but I wasn't on hold for very long. However they refused to send me a new card right away, even after I described how it works with a new card. They said I needed to do some more tests (which I had already done) and call back. Well I hung up, and called back within seconds (which means being on hold again, but this time it was a lot longer). Now that it was my second call, they could help me and they sent a card right away. Why can't I just get my service on the first call? A simple policy change like allowing service on the first call would help significantly.
2) Reduce prices. Here I don't think there is anything Gateway can do. Gateway orders in bulk when prices are high and then just stores the products in warehouses. Dell instead orders the parts when the consumer needs it (meaning likely the prices have decreased since the time Gateway ordered them). Thus Gateway will always have difficulty in the pricing area.
3) Note: hidden in #2 is a hook that Gateway can exploit. Since Dell orders the parts as the consumer wants it, any delay in parts will mean a consumer may wait weeks/months to get their machine (it happened to me once when I ordered 1 GB of RDRAM from Dell when 256 MB RDRAM modules were rare). Gateway has them in stock and so the waiting time shouldn't occur. Gateway can exploit this, but I've yet to see any commercial or anything that emphasizes this: "We can get you your computer now, but Dell will delay it so long you will miss Christmas season".

I know you cannot have much effect on my thoughts. But the best you can do is to be very knowledgable and give great support to customers that come into your store. That will be a small but helpful step.

 

[corkyg]

Once in a while you can get a good machine from anyone. I have three at the present, and one is a Gateway Solo 9300cx notebook. I have had it about 2 years now, and travelled with it in Europe, Alaska, and many points in the US. It came with 98SE and a free ME upgrade - and I went through that - and now it runs XP Pro. In all that time it has never failed, crashed, or locked up.

I have had 4 other laptops that never equalled that record.

By the same token, I have had clients who had to return Dell machines. I still recommend Dell to first time buyers, but Gateway currently has some very interesting systems. But so does Dell - Gateway has an advantage in that you can go see it at your local dairy barn store.

 

[warrenpeace]

Here's My opinion, and you can take it for what you paid me for it...

My first computer was a Gateway desktop (athlon 950, msi mobo, geforce 2 gts, 12-10-32 cdrw and a dvd, SB Live), bought about 2.5 years ago when i was a newbe... I also own a Dell laptop that i bought from a guy at work, and my dad has a Dell desktop that i have worked on.

Gateway : I LOVE their case. It is 100% tools free for EVERYTHING (but the motherboard), and has very few sharp edges in it. It is an engineering marvel, even if it looks mundane. The mobo was stable as the day is long, used a standard P/S and connector configuration. The only problems i had with it was the DVD drive developed a magor issue with playing sound from DVD's. Replaced it with a LiteOn dvd drive and all is well.
Gateway customer service : In my experience it has been absolutely top notch. In the first six months i called a lot. I started upgrading the computer almost immediately, and they were even very good about helping me when things i changed had issues. Only two times did i get people who couldn't help me... one transferred me to another tech who did help me, the other i hung up on and called back getting a different tech who solved the problem.I always call after midnight, as i work second shift. The only problem i have with them is that they often call back the next day to make sure i was happy. Nice feature, but i sleep days and they always woke me up. The one bad component i had, a flaky modem, they sent one out next day air, and i sent them my bad one back and all was well. I will admit that i haven't called them in over a year, so i can't say as to what is happening there today.

Dell : Desktop machine :Their proprietary power supply connector is an annoyance of the first order to me. Their case is somewhat funky, but has OK ventilation. I generally think their choice in drives (cd and dvd) are better, higher performance brands. I have never called for support on this machine, and i don't think my dad has either... How good of a sign is that ?

My Dell laptop is of extremely high quality. The battery is still excellent, and after three years the display looks as good as new with no dead pixels at all. I have only called their customer support a couple of times, and their service was excellent, but i didn't really run them through the ringer like i did to Gateway.

After i upgraded my version of Windows, they initially tried to deny me phone support, but after i balked they helped me out (i had a question about drivers for the lan card they supplied me with).

I agree that the newer Dell cases and moitors look awsome, but i'm more interested with how it's engineered.

I built the computer i am now using myself. The only reasons for buying from Dell or Gateway are if you need the support, which i don't anymore.

 

[Nickyct]

I'll won't order from either one. I build my own. I did recommend some of my friends buying Dell. My company has some kind of deal with them. For $599 you can get a decent system for someone whose needs the PC to just go on the net and some word processing.
One nice thing about buying PC is that you get Operating system software at cheap price instead of spending over a hundred dollar at the store. Did anybody ever spend that much money on operating system anymore?
I offer to built some for my friends but it tend to come out more because I want to use good stuff and get the Windows XP cheap if I bought it with hardware.

May be Gateway needs to hire that Steve guy when his contract is up with Dell.

 

[RanDum72]

Backin the days when there were a lot of top PC makers (Micron, Gateway, Dell, DEC, Zeus, Compaq, HP, etc...) Dell had a head start from the competition by winning awards for customer service and performance. Micron was able to outperform Dell in terms of their PC's performance but Dell always stood out for their service. This tends to stick with the consumers. Gateway had a string of quality control problems that kinda stigmatized the company. Afterwards, they weren't really known for making 'reliable' PC's.
Another thing that Dell does that others don't is awesome inventory control. With this, they are able to get concessions from their suppliers interms of prices and at the same time price their products very competitively.

 

[Deskstar]

I make my own for the most part. But for machines that are to be used not easily upgraded when outdated, and then discarded, Dell is a cheap alternative. For instance, laptops fall into this category. Buy one, use it for 3-4 years and then dump it. Buy another, etc.
Desktops are dependent on the user's needs and ability to upgrade rather than purchase anew. Still it is Dell that is issuing new desktops now with P4 C1 steppings at prices that are less than self-made desktops. Sure, you sacrifrice some upgarde potential in the future. But they fill the bill right now with no fuss and with pre-loaded software that works.

 

[dew042]

I think gateway is on its way down. its not making money and is getting hit a lot harder than the other computer manufacturers.

stuff like that always makes me question if i should buy a product supported by them...

dew.

 

[corkyg]

Fly United and share your seat with a cow.

 

[PCMarine]

Gateway cuts corners and puts in underrated PSU's into their comps

I prefer Dell over Gateway in every category. Also, does gateway have an extensive laptop line? No

Dell's laptops are excellent

 

[Gibson486]

Yeah, Gateway is having touble, unfortunately. The trouble wit them is not quality, but marketing. Also, Gateway is really not at the for front of technology currently with their notebooks, granted they did come out with a tablet PC before Dell. Their notebook line is suffering from lack of sales currently. The ATI mobility 9000 was released 3 months ago, and they have yet to offer it. It is not because Gateway doe snot want to sell it, but because Gateway has to get rid of all the stock first. Dullard hit the reasons right on the spot. It is unfortunate, b/c Gateway is a good company.

 

[Darien]

When the P3s were first released, I bought a Gateway -- I didn't know enough about computers to build my own.



It's still running. No problems with it. Never had to deal with customer service, so no comment about that.

 

[GTaudiophile]

While we're on the topic of supply chain strategy...

DELL has perfected the "Hub" system of distribution, something that flies in the face of the traditional supply "chain." Also, DELL doesn't actually pay for a part (harddrive, CPU, RAM, etc) until a job shop officially requests the part be put into an already ordered machine. DELL has the advantage in terms of supply strategy and can cut costs in ways Gateway can only dream.

Edit: I owned two Gateways. Both served me well, and so did GW's Tech Support. I have nothing against them, but I do think they've gone downhill since I purchased my last one in 1998.

 

[Macro2]

A friend just bought a 2.4 P4 gateway. Built like a POS and the hard drive sounds like a woodpecker.

No thanks.

Dell...don't think much of them either. Had another friend who called up to upgrade to windows XP from ME. Reformat HD stuff. The salesman told them they had to buy a full install of Windows XP (299 dollars for pro.) Then he sells them 2 sticks of 256 SDRAM for 48 dollars a stick. Saying they need two sticks the same. Of course you can buy the same ram from Crucial for $29 a stick. I told them to send it all back.

All I can say is #*ew Dell.

mac