Gateway Computer

Gateway Computer

October 14, 2006

I purchased a Gateway laptop computer, model M675XL, in May, 2004. It came with a 3 year in home warranty. The computer overheated from the beginning and was told the amount of heat was normal because of the Pentium 4 processor.

Recently, the unit overheats so bad it shuts down as a safety measure.

I notified Gateway and they sent a technician to my home in June, 2006. He ordered a fan assembly. The part came in wrong and another was ordered. The right part came in but did not solve the problem. The tech called Gateway which began a series of part replacements, again they did not solve the problem.

After many field attempts to fix the issue, Gateway authorized the return of the computer to their facility in South Dakota. Two months had passed at this point. They had the computer for 3 1/2 weeks with no contact about what they were doing. Finally, I called after 3 weeks and was informed it would be another two weeks as they had to order parts.

I told them this was unacceptable and after all the difficulty in trying to repair this problem. Every internal part in the chassis was replaced and there were still problems with the computer.

Finally, they shipped the computer back to me, completely refurbished, even the hard drive. A new problem surfaced as they loaded the wrong operating system in the computer.

During this whole event, now almost 4 months, I've been on the phone with support for over 25 hours. The support staff has little or no knowledge of the problems I've had with the computer much less as to how to fix them.

In any event, I now have my computer with the wrong programs, lost all my data from the old hard drive, and the problem still exists.

I am a single mom with three daughters that need the computer for school and for one of my daughters who is under doctor care for serious heart and digestive conditions. The doctor and the hospital communicate via email for test results and other medical communications.

My father uses Gateway computers in his business and has done so for 20 years. He has written Brian Westra at Gateway with no response and has called his direct line, left several messages, no response.

After all this difficulty, Gateway should replace this laptop, which is a top of the line model M675XL and cost over $3000.

Julie

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