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Getting Help
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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, follow these recommendations before contacting Gateway 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 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 program online Help
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The program printed documentation
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The Microsoft
®
Windows
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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:
Resource
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Service description
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How to reach
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Automated troubleshooting system
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Use an automated menu system and your telephone keypad to find answers to a common problems.
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800-846-2118
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FaxBack support
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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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800-846-4526
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Gateway's fee-based software tutorial service
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Get tutorial assistance for software issues billed by the issue or by the minute.
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800-229-1103 (by issue)
900-555-4695 (by minute)
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World Wide Web
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Access a variety of online information about Gateway, its products, and its software and hardware vendors.
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http://www.support.gateway.com/support
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Online technical support
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Get answers to questions using 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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support@gateway.com
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Gateway Client Care
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Talk to a Gateway technical support 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 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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800-846-2301 (US)
800-846-3609 (Canada)
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gateway.net
AOL
CompuServe
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Get support for your ISP account.
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877-247-2051
800-827-6364
800-848-8990
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Sales, accounting, and warranty
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Get information about available systems, pricing orders, billing statements, warranty service, or other non-technical issues.
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800-846-2000
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