Shane_GWER6826 says:
Welcome to Gateway Chat. My name and badge number are Shane_GWER6826. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.
Shane_GWER6826 says:
Hi, Bill.
Shane_GWER6826 says:
Good Morning.
Bill OBrien says:
Hi, Shane, not really….
Shane_GWER6826 says:
I have read that this is an issue with the system that cannot login to windows and is telling you that you have the wrong key. Is that correct?
Shane_GWER6826 says:
You have mentioned that your system’s serial number is: 0037268729. Where did you purchase this computer?
Bill OBrien says:
Yup. It’s running Vista Home Premium and says I have the wrong product key. Unfortunately, teh product key tag on the bottom of the case is for XP Media Center. It’s a review system -being done for Computer Shopper and then used as a “n” router client for a Computerworld round-up..
Shane_GWER6826 says:
Bill, here is Cody from our direct Notebook Support to assist you in this concern.
Bill OBrien says:
(my spelling is terrible this morning…)
Bill OBrien says:
Cody? You there?
Cody_GWPR318 says:
According to your submission and my data, the serial number for your Gateway system is 0037268729 and the limited warranty expiration date is 11/21/2007. Is this correct?
Bill OBrien says:
So far, so good.
Cody_GWPR318 says:
Please hold while I transfer you to a technician who can access your system information.
Bill OBrien says:
I might get a nosebleed with all this escalation.
Bill OBrien says:
Hello? Anyone there? (Waves arms in frustration.)
Cody_GWPR318 says:
Thank you for holding Bill, here is Angela_GWPR377 to assist you with your Gateway System issue.
Angela_GWPR377 says:
Hello, Bill. How are you?
Bill OBrien says:
Hi Angela! Need a rundown?
Angela_GWPR377 says:
Yes, please but let me first verify details of your system.
Angela_GWPR377 says:
According to your submission and my data, the serial number for your Gateway system is 0037268729 and the limited warranty will expire on 11/21/2007. It also came with 1024 MB of memory and an anti-virus software. Are all these correct?
Bill OBrien says:
Sounds about right.
Angela_GWPR377 says:
Is the system still affiliated with Gateway Public Relations?
Bill OBrien says:
Yes, it’s on editorial load for a review in Computer Shopper and then will be used as a ninteroperability client for a “N” router round-up for ComputerWorld.
Bill OBrien says:
(should be “loan”)
Angela_GWPR377 says:
Thank you for verifying your information.
Angela_GWPR377 says:
Please hold.
Angela_GWPR377 says:
Thank you for waiting.
Angela_GWPR377 says:
I’ve read your issue description from the submission form. Do you have any more details that may help us?
Bill OBrien says:
What do you need?
Angela_GWPR377 says:
Details regarding the error when system is trying to load Windows.
Bill OBrien says:
All it notes is that the product is invalid and asks if I want to cancel, enter a new key, or contact gateway for tech support. I want to use the system. The product key on the bottom is for XP MCE, and, since I can’t do anything with the NX570X, I’m contacting Gateway from my own system. That’s about it in a nutshell.
Angela_GWPR377 says:
Where did you purchase Vista?
Bill OBrien says:
I didn’t!!!!!!!!!!! It’s on the computer as I received it.
Angela_GWPR377 says:
Did you receive a Vista CD or restore disc?
Bill OBrien says:
Nope.
Angela_GWPR377 says:
Can you tell me exactly when this started and describe any changes you made around that time?
Bill OBrien says:
This morning when I tried to boot it up. No changes have been made to the portable. Can’t do that. I’m reviewing it.
Angela_GWPR377 says:
Thank you for that information.
Angela_GWPR377 says:
Bill have you tried the XP product key?
Bill OBrien says:
Yes. It doesn’t do anything.
Bill OBrien says:
(Well, except prompt me that it doesn’t seem to be the correct key…)
Angela_GWPR377 says:
Please hol.d
Bill OBrien says:
Okay…..
Angela_GWPR377 says:
Please continue to hold, I am still checking about the product key.
Bill OBrien says:
Thanks…..
Angela_GWPR377 says:
Bill, is this the serial number of the system that is having an issue?
Bill OBrien says:
0037268729
Bill OBrien says:
We established that 35 minutes ago…
Angela_GWPR377 says:
Yes, I understand.
Bill OBrien says:
Do you understand that what was supposed to be a late lunch with my wife is about to turn into an early dinner?
Angela_GWPR377 says:
Yes, I apologize for this inconvenience.
Bill OBrien says:
I appreciate it but that doesn’t solve the problem.
Bill OBrien says:
At the one hour point, I’m compelled to mention that there are only three steps in this logic tree: Customer needs a software key; cutomer doesn’t have a software key; give customer a software key. Which one of those is causing the problem?
Angela_GWPR377 says:
Let me clarify, you receive the system with pre-installed Vista. The license should be Vista and you should have the product key for that located on the bottom of the laptop or the CD package and now you can’t load to Windows Vista. You did not receive the CDs as well. Is this correct?
Bill OBrien says:
Yes, you’ve just restated what we agreed upon some time ago.
Bill OBrien says:
Let me try to say this politely: You do understand that my review of this NX570X includes any and all contact I have with Gateway regarding it, right?
Angela_GWPR377 says:
According to our documentation, the system came with Windows XP Media Center. Please verify.
Bill OBrien says:
Angela… What have I told you thus far? The system arrived here with Vista Home Premium installed and a sticker on the bottom for Windows XP MCE. Why are you repeating things again?
Angela_GWPR377 says:
When did you receive the system? Becuase we only began shipping systems with Vista installed end of January or first of February. Please understand that we provide the product key to our customers and it came with the CD sleeve package or on the bottom of the laptop.
Bill OBrien says:
We’ve already gone over the fact that this is not the way things are. Do you have a solution or not?
Angela_GWPR377 says:
Okay, please contact our Customer Support. Use the following site to contact Gateway Customer Service. Thank you. http://support.gateway.com/support/contact/email_cs.shtml
Angela_GWPR377 says:
Please verify your account to our Customer Service Department.
Bill OBrien says:
Aren’t you customer service? Thanks for wasting an hour and twenty minutes of my time. It will be noted in the review.
Angela_GWPR377 says:
This is technical support. Customer Service is a different department.
Bill OBrien says:
Any better at solutions over there?
Angela_GWPR377 says:
You will need to verify the account with them, if it came with Vista and you did not receive a CD, you will be provided with one.
Angela_GWPR377 says:
For future reference, I have documented our chat in Service Request 2-2410304611. You can use this number when contacting us again.
Angela_GWPR377 says:
Would there be anything else?
Bill OBrien says:
Someone who could solve the problem in real time and not wait days for an email exchange but I guess I’m asking for too much.
To add insult to boredom, when I closed the connection I saw this:
The survey for this session has already been completed.
I wonder how it went?