Gateway Complaint - Shoddy computer, worse Tech Support
I bought a Gateway M-1617 laptop on Valentines Day of last year at Best Buy because my children needed another computer to do their schoolwork on and I needed an upgrade. It had all the bells and whistles and could have been a nice machine if Gateway thought about a few things before shipping the model out. My main gripe is it continually overheats. I could handle that after I got a lap desk to set it on. I was not going let this oversight affect my contentment with the computer, until one day it overheated and would not reboot. For three days it would not charge or boot up, so we assumed it dead. My husband who fixes computers, tried to get a CD out of the drive, and the drive broke. It then booted up, imagine that, he must of knocked something back into place. I called Gateway tech support with all my paperwork, along with my receipt. I had the serial number written down, but they had no record of my computer or my registration, nor did I even get my rebate, for that matter, and since they put paper UPC stickers on the bottom of the computer, I could not verify the number. They told me without the number they couldn't help me. I called Best Buy, they didn't have the number on my card but did have record of it being sold on Valentines Day.
I tried to get a replacement DVD-Rom drive for my computer, no luck. They asked for credit card information before they even looked for the part number. I don't think so, nope, not going to happen.
I then took it to the shop to see if they could fix the drive or find another. It was in the shop for over a month before they sent it home. Nobody carries the DVD-Rom drive, the computer is still under warranty, and less than a year old. So I am screwed. I had to buy an external drive so my children could do their school work. They are now two months behind on their schooling. Thanks a lot Gateway for bad service and no replacement parts.