Getting Help

    This chapter tells you about technical support resources available to help you with computer problems.

Before calling for technical support

    If you have a technical problem with your computer, follow these recommendations before contacting Gateway technical support:

Make sure that your computer is connected properly to a grounded AC outlet that is supplying power. If you use a power strip, make sure that it is switched on.
If a peripheral such as a keyboard or mouse does not appear to work, make sure that all cables are plugged in securely.
If you have recently installed hardware or software, make sure that you have installed it according to the instructions provided with it. If you did not purchase the hardware or software from Gateway, refer to the manufacturer documentation and technical support resources.
If you have "how to" questions about using a program, consult:
Online Help
Printed documentation
The Microsoft Windows manual
The software publisher's Web site
Consult the troubleshooting chapter of this guide.

    Warning

    To avoid injury, do not attempt to troubleshoot your computer problem if:

    • Power cords or plugs are damaged
    • Liquid has been spilled into your computer
    • Your computer was dropped
    • The cabinet was damaged

    Instead, unplug your computer and contact a qualified computer technician.

    Technical support resources

      Gateway offers a wide range of customer service, technical support, and information services. If you have questions or problems, contact the Gateway service that is most appropriate for your needs.

      Resource Service description How to reach

      Automated troubleshooting system (ATS)

      Use an automated menu system and your telephone keypad to find answers to a common problems.

      US: 800-846-2118

      Canada: 877-709-2945

      Fax on demand support

      Order a catalog of documents on common problems, then order documents by document numbers. The documents will be faxed to you.

      US: 800-846-4526

      Canada: 800-846-4526

      Gateway's fee-based software tutorial service

      Get tutorial assistance for software issues billed by the issue or by the minute.

      US: 800-229-1103 
      (by issue)

      US: 900-555-4695 
      (by minute)

      Canada: 800-229-1103

      World Wide Web

      Access a variety of online information about Gateway, its products, and its software and hardware manufacturers.

      support.gateway.com/support

      E-mail support services

      Get help by submitting an e-mail form to one of Gateway's support services. Several e-mail support services are available. Complete an e-mail form, then click Submit at the bottom of the form. Your e-mail goes to an online service representative who will assist you as quickly as possible.

      http://support.gateway.com/
      support/contact/index.shtml

      Gateway Client Care

      Talk to a Gateway Client Care representative about a non-tutorial support question. Make sure you are at your computer where you can try troubleshooting ideas with the technician. Be prepared to explain the problem including any error messages you have received or steps that you have taken to solve the problem. Have your e-mail address, name, customer ID or order number, serial number, and system information available.

      US: 800-846-2301

      Canada: 888-888-2037

      Gateway.net

      AOL

      CompuServe

      Get support for your ISP account.

      (US only)

      877-247-2051

      800-827-6364

      800-848-8990

      Sales, accounting, and warranty

      Get information about available systems, pricing orders, billing statements, warranty service, or other non-technical issues.

      800-846-2000