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E-Commerce Times Talkback

ECT News Community   »   E-Commerce Times Talkback   »   Re: Why Is Dell Up and Gateway Down?

Re: Why Is Dell Up and Gateway Down?
Posted by onsite on 2003-04-17 23:14:04
In reply to Tiernan Ray
Having worked with both Dell and Gateway machines and customers for a number of years, I have seen a definite divide between the way each company does business. Dell machines have become more dependable over the years, while gateway PCs are becoming less and less reliable as premium prices are charged for generic off-brand components. The biggest difference, though, is in the area of customer service. If you drop your laptop and break it, Dell replaces it. No hassle, no questions. Gateway, on the other hand, has become notorious for giving customers the run-around on their "in-home" service that is supposed to be included in the warranty. I had one customer that was outraged because he had paid for "in-home" service, and Gateway shipped him a replacement modem card and called him to talk him through the repair! That is absolutely stupid. You can't compete with anyone when you treat your customers like that. I generally tell my customers to avoid Gateway at any cost, when several years ago I would recommend them. You can look at the stats and trends and formulate a few good causes for Dell's rise and Gateway's decline, but just talk to the end users and the real reasons become crystal clear. If the customers aren't happy, they will buy from someone else. Period.

 * Topic  Author  Date
Re: Why Is Dell Up and Gateway Down?  Tiernan Ray  2003-02-04 07:50:52
Re: Why Is Dell Up and Gateway Down?  onsite  2003-04-17 23:14:04
Re: Why Is Dell Up and Gateway Down?  TonyMarie  2003-02-05 08:48:59
Re: Why Is Dell Up and Gateway Down?  doitman  2003-02-05 05:24:07
Re: Why Is Dell Up and Gateway Down?  artagel  2003-02-04 17:57:02
Re: Why Is Dell Up and Gateway Down?  JuggerNaut  2003-02-04 07:53:14
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