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by Steve Traudt
As a photographer, one of my most important accessories is a computer! Recently, I had to buy a new computer system. My old computer was a Gateway 120 Pentium. It was a great machine but was four years old. I had nursed it along as far as I could. I added memory to it and a new, larger hard drive, but it ran out of horsepower--especially when I started doing more projects involving Photoshop.
Early on, as I began researching computers, I narrowed my choices for a new model to either a Gateway or a Dell. I sent emails to several friends who use Photoshop, asking what computer they use. In the four or five replies I received, every single friend used a Dell computer. So what did I do? I promptly ordered a Gateway! After all, my old Gateway had been a good machine, and the spotted cow boxes are pretty cool! Loyalty has to count for something, right?
Alas, the new Gateway had some problems, and I ended up returning it to purchase a comparable Dell. Thus, I experienced two state-of-the-art computers within a two week period. The following is a subjective scoring of my observations. (Please remember that my individual experiences are among thousands occurring daily, perhaps with very different results. )
Initial Research:
Both Gateway and Dell have very extensive web sites, which allow you to check out all the models, custom configure systems, and instantly view the prices. You can order on-line, too, but it's better to call with any questions you have.
Score: Tie
Price:
Both companies offer prices so similar, it's very difficult to choose a computer on the basis of price. The Dell cost a little less, but I downgraded from the 450MHz in the Gateway to a 400MHz in the Dell. I also selected a CD-ROM drive with the Dell, instead of the DVD and CD-R I had ordered on the Gateway.
Score: Tie
Ordering:
The Gateway representative was very friendly and eager to please. I had a scanner I wanted to use with the new computer, but I needed to make sure I had a free ISA slot. The sales rep worked hard at finding the answer, putting me on hold twice while he checked with the technical people. They rearranged the modem, so I would have a free slot for the scanner card. On the negative side, at one point the representative commented, "Gateway isn't really meant for business." This observation astounded me, so he quickly added that what he meant was, "Gateway’s forte is the multimedia home user." Gateway accumulated another negative point in my tally when I asked if the monitor was based on a Sony Trinitron. Since my last Gateway had featured the Sony tube, I thought the company would still be using it. He replied, "No, but the one we use is as good as a Sony." (I always feel nervous when sales people say things like that!) One strange suggestion he made was that I shouldn’t order the tape backup, since I would have a recordable CD unit. Frankly, in my opinion, there's no comparison between a CD-R and a tape unit when it comes to backups.
The Dell representative was as polite as the man from Gateway. He could answer all my questions about slots. Having already ordered a Gateway, I didn't need to ask as much of the Dell rep. He didn't try to talk me into, or out of, any equipment. He seemed to have a bit more polish and understanding of customer needs.
Score: Dell: +1
Delivery:
Both companies provide an order number and anticipated shipping date. Both companies shipped much sooner than they had estimated. In both instances, I had the machine within one week of ordering. In addition, I could log onto both Dell and Gateway’s websites to track my computer as it was being built and shipped. Gateway charges $125 to ship, but they use Second Day UPS. Dell charges $95 but uses regular ground UPS.
Score: Tie
Set-Up:
Both systems provided clear instructions for setting up the system. They both supplied color-coded cables which simpified set-up greatly. (Set-up had improved immensely since my previous experience, four years earlier.) Both systems powered up fine, with no problems.
Score: Tie
The Box:
I ordered the Gateway with the $50 optional tower, which proved to be a very large box with lots of interior expansion space. Access to the inside was quick through a side panel that was easy to open.
Dell doesn't offer a tower upgrade. Instead, they have a "mid-size" tower. To be honest, although their tower is called "mid-size," it had as many open slots as the Gateway version and didn't seem to be any more crowded. However, to get the cover off the box involved laying the tower on its side and pushing in two places to slide the cover back. Very poor design! I found it hard to believe that anyone would purposely design something so awkward.
Score: Gateway: +1
Monitors:
I was very conscious of the monitors, after the as-good-as-Sony comments the Gateway rep had made. The Dell, which does uses a Trinitron tube, appeared to demonstrate a definite advantage. Dell colors were brighter and purer. Sharpness seemed about the same on both.
Score: Dell: +1
Sound:
Sound was not really an issue for me. However, for the record, the Gateway system featured very small speakers. The mounting foot for one of the speakers didn't fit, so it just sat on my desk, listing to starboard! The sound was not bad, but the speakers certainly looked like toys. For about the same money, the Dell speakers were quite a bit larger, and the sound correspondingly richer. (Actually, the Dell subwoofer is massive and I had trouble finding a spot for it.)
Score: Dell: +1
Operation & Support:
Very early on, I started getting "fatal exception" errors with the Gateway. This error always mentioned the CD drives. I called the technical support number one night and got through in about ten minutes. The support person was nice and seemed to know his stuff. We tried some troubleshooting, but nothing helped. He then said he had a computer just like mine at home, and his didn't work right, either! You can imagine how that disclosure made me feel! He said the cure was to remove this one piece of software that was causing a conflict. I had just spent $3000 on a computer, and I hated to start tossing out software. However, the technician said I didn't really need that particular program, so I went ahead and removed it. Sure enough, I stopped getting the error message.
The next day, I tried both the CD drive and the DVD drives, since we had removed that software. As luck would have it, the DVD now no longer worked! I judged myself to be one notch below "unhappy camper" status. The time was about nine o'clock at night. Over the next three hours, I made twenty to twenty-five attempts to get through to tech support. I never could. When Gateway’s tech people are busy, the phone simply hangs up on you. The message says this action benefits the customer, since it eliminates long hold times. I don’t know about you, but I’d rather wait on hold, knowing I'm working my way closer to a real person.
The next day, I tried again to get through, but after an hour, I gave up. I was very upset. Perhaps I should've waited to cool down, but I made a decision that Gateway was not the right choice for me. They offer a thirty day money-back warranty. I had already spent over a week transferring programs from my old computer, so the idea of sending my new possession back to start over was not an attractive one. Also, shipping charges aren't included in the money-back warranty, so you lose close to $200 in the process. But I was frustrated, and I called Gateway. Ironically, it took me about an hour to get through to the right person. I spoke with three persons enroute. Company representatives don’t want to make returning their product too easy! However, the customer service person was very nice and made all the arrangements. Gateway sent return labels, and I boxed the machine up. They did credit my account, although that courtesy took nearly a month.
Next, I ordered from Dell. At that point, I was gun-shy of the DVD and CD-R technology. It's pretty new and, perhaps, not totally debugged yet? So, I ordered a regular CD drive, instead. As an aside, I got a 40x CD Drive. (No one told me these things sound like a Lear jet when they do their thing!) I also ordered the Pentium 400 chip instead of the 450. This choice saved me about $100, and I figured it would make no real difference in performance.
I installed all my programs into the Dell with no problems. The first real test came when I needed to install a SCSI card for the scanner. I checked the system to see what IRQs I had free, as the card would need a free IRQ. Much to my consternation, I didn't have a single free IRQ! I was stunned. I was starting to think I wasn't meant to have a new computer. I called Dell, again fairly late at night. I got through in about ten minutes. I explained my IRQ problem. The tech admitted he didn't know too much about IRQs, but he consulted with another tech. Unfortunately, even together, they didn't really answer my question. I called back two days later, figuring I’d get a different person. Sure enough, I got a very good tech rep. He quickly told me how to free up an IRQ and offered a second suggestion should the scanner card not recognize the IRQ. The card installed smoothly, and I was very happy. On two other occasions, I called Dell, and I continued to get through in less than ten minutes every time.
Score: Dell: +2
Performance:
Even though the clock speed of the Dell was about ten percent slower than the Gateway, the Dell ran programs noticeably faster. Of course, raw clock speed is never the whole answer. Program speed comes from the combination of hard drive, video cards, cache, etc. At any rate, it appeared to me the Dell ran perhaps five to ten percent faster. (Not scientific, but that was my impression.)
Score: Dell: +1
Discussion:
With tie scores counting zero, my unscientific ranking totals five to one in Dell’s favor. Obviously, the support issue is the most important. Gateway probably could have have helped me over the rough spots, but I couldn't get through. Dell apparently has more technicians on duty at any given time. Gateway may be a victim of their own success. I suspect they're selling computers faster than they can keep up with their support needs. All the above took place in January, a time when lots of holiday computer recipients are likely to be calling support lines. Most folks would do well with either brand. For me, though, the Dell has been a joy to own--even when help is necessary.
Steve Traudt is a frequent contributor to Apogee Photo Magazine. He is the man behind Synergistic Visions, running workshops and selling photography and photographic accessories. He now has a new website for you to see. http://www.synvis.com Check it out!
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