Great product-- horrible support.
Strengths:High contrast, ture colors, and overall amazing image quality
Weaknesses:Buggy EZ Tune Software, No DVI Cable, Awful Techinical Support
Posted May 1, 2007 - I own two of these monitors, and overall, I was extremely pleased with their performance until this evening.
Gateway's tecinical support is HORRENDOUS.
Both monitors are less than 8 months old, and cost me about $1,200 for the pair. Being relatively new and expensive, I would expect them to be accompanied by technical support befitting their age and price. Not the case.
Basically, the left monitor in my dual configuration went dead. And I *knew* it was the DVI connection. I knew this because I troubleshooted every other possible cause-- I reinstalled my video drivers, I went through all the "add hardware" steps, I swapped cables, I ran composite video into the faulty monitor and it worked, I connected it to a VGA cable, and it worked. Everything worked, except the DVI connection.
I explained this to the Gateway support people three times on three calls, and they kept insisting it was my computer, and not the monitor. (I have the monitors hooked up to a Dell Precuision 690 workstation.)
Finally, I had to have a tech support guy at Dell call Gateway with me on the line, and prove that the issue was with the monitor hardware, and not my videocard, my cables, or my computer. It was asinine.
It was bad enough that Gateway tried to immediately dismiss even the possibility of some accountability on their part, but to essentially call me a liar, and force me to call on their competitor to produce evidence of their mistake was just ridiculous.
After all that, Gateway agreed to ship me a new monitor this week. But only after several hours, three phonecalls, and finally a little pressure from Dell. (Who, incidentally, has phenomenal support for their workstations.)
That being said, I genuinely love the monitors themselves... I was just really disappointed that Gateway was so adamant about pawning off their manufacturing flaw. Given these monitors are mass-produced, I wouldn't have held anything against them for selling me a monitor with a faulty DVI connection-- it's bound to happen in a mass-produced product like that. I just thought it was inexcusably lame for them to shirk their responsibilty to a customer so vehemently.
They treated me like a shifty con-artist, rather than a valued customer with a legitimate grevience. And that's a crappy way to run a company.
Next time, I'll buy the monitors from Dell too, lower contrast-ratios and all. Because at least I'll know they'll stand by them if something goes wrong.
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