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Getting Technical Assistance
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This chapter provides information on the technical support resources that are available to you, when you should use them, and what you should do before you telephone Gateway Client Care.
If you cannot solve your problem using the troubleshooting guidelines in Before calling for technical support contact one of the Gateway technical support resources.
Before calling for technical support
If you have a technical problem with your computer, please review these recommendations before contacting Gateway's technical support:
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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.
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If a peripheral, such as a keyboard, mouse, or printer, does not appear to work, make sure that all cables are plugged in securely.
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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 vendor's documentation and technical support resources.
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If you have "how to" questions about using your software, consult:
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The application's online Help
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The application's printed documentation
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The Microsoft® Windows® manual
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The software publisher's Web site
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Consult the appropriate section in the troubleshooting chapter of this manual.
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Do not attempt to troubleshoot your computer problem if power cords or plugs are damaged, if liquid has been spilled into your computer, if your computer was dropped, or if the cabinet was damaged. Instead, unplug your computer and contact a qualified computer technician.
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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:
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Service
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Resource
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How
to reach |
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Use
an automated menu system and your telephone keypad to find answers
to a common problems.
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Automated
troubleshooting system
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800-846-2118
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Order
a catalog of documents on common problems, then order documents
by document numbers. The documents will be faxed to you.
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FaxBack
support
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800-846-4526
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Get
tutorial assistance for software issues billed by the issue or
by the minute.
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Gateway's
fee-based software tutorial service
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800-229-1103
(by issue)
900-555-4695 (by minute)
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Access
a variety of online information about Gateway, its products, and
its software and hardware vendors.
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World
Wide Web
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http://www.gateway.com
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Get
answers to questions via e-mail. Make sure you include a detailed
description of your problem including any error messages and steps
you have taken to solve the problem. Include your e-mail address,
name, customer ID or order number, and system information.
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Online
technical support
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support@gateway.com
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Talk
to a Gateway technical support representative about a non-tutorial
support question. Be prepared to explain you problem including
any error messages and 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.
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Gateway
Client Care
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800-846-2301
(US)
800-846-3609
(Canada)
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Get
information about available systems, pricing orders, billing statements,
warranty service, or other non-technical issues.
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Sales,
accounting, and warranty
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800-846-2000
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