I found this one through the Wall Street Journal online edition - Gateway has decided to close all of its retail stores as it struggles to find its niche in today's computer market. I owned one Gateway machine, and I have a few clients that own nothing but. My opinion of them has been that they change the components of their computer models too frequently, and one never knows exactly which parts are going to be there when you open the box. That perception, however, is just that - a perception.
What I do think about this is that Gateway is losing what might have been its only competitive advantage in that it had clearly marked service depot locations in most major metropolitan areas. If someone did not purchase on-site service from Dell or one of the other providers, then it can be difficult to find someone to actually service a hardware failure. With the closing of the retail outlets, which also served as drop-off service locations, their customers will have to purchase on-site service or seek out other options for hardware problems.
I also wonder how the lost service revenue will affect the company's bottom line. This should be an interesting move, since other computer manufacturers have moved to increase their presence, as with the Apple stores and the Dell kiosks in malls and other high-traffic areas. Only time will tell if the little company from South Dakota can pull it out.
My first computer was a Gateway. Upon needing hardware service I went to my local Gateway County Store thinking I'd receive customer care, - WRONG. When I complained to South Dokata they said the stores are independent and nothing could be done as far as assistance from them was concerned. Over the years I have since purchase three PC's printers, scanners, and a digital camera. Needless to say, I didn't purchase theцFom Gateway. They care less about customer care.
Posted by: Paul VanHoorebeke | April 19, 2004 at 11:47 AM