I used to be a longtime gateway user, but thankfully, I\nfinally learned my lesson, and build my own computers, and my last purchased\ngateway, is out of its three year warranty and I was happy.\nMy family purchased a gateway laptop for me, for fathers\nday a few months ago, and I had to be grateful for receiving it, but I\ndreaded having another gateway, and my first laptop.\nI got the 4028 model. A few pixels were missing, and\nno documentation, no backup discs, but the machine functioned fine and I\nrather enjoyed it for its purpose, which was to have a laptop on my desk in\nmy bedroom, to use whenever I want, and not have to inpinge on other\ncomputer users in the house.\nWell the computer is now three months old, and I was\nusing it, and left the room for a half an hour. On return, the screen was\noff. I thought to myself, I dont remember turning it off. I noticed the\npower lights were still on, and tried adjusting the brightness to no effect.\nI turned it off, and then restarted to see if that would fix the problem.\nWhat I discovered , that upon start, I could barely see the gateway splash\nscreen. So I closed the lights in the room, and got my big mag lite\nflashlight out, and noticed that the computer was working, just no\nillumination of the screen.\nI called gateway and thats where my problem started.\n\n1) The first time I called(and there is no 800 number, you have to call a\nnumber thats on the bottom of the computer), I got a recording, hit a few\nselections, and told the phone call, might be recorded or listened to (the\nusual b.s.). They didnt say how long the que would be. Well after holding\nfor a half an hour, I finally get a ringing, which then goes to a recording,\nthat due to the high call volume, I need to leave a message and someone will\nget back to me. Right. I left a message. No return call in two days.\n\n2) I starting calling every day, till on the fourth day, I got a rep within\na minute, and told him the problem. He said they will send out by fed ex, by\nsecond day air, a mailer to send by the computer, and there will be like a\ntwo week turn around time.\nOkay, thanks, appreciate it.\n\n3) I wait about four days, and call again. Again I get a person , within a\nminute, and he says you were mis informed, and that laptops go via dhl, and\na box was sent and the tracking has no information as of yet.\n\n4) I wait another two days, get a person again within a minute, and they\nsaid the tracking says it will be delivered on aug 25, and this is already\naug 29. They say , it will get there the next day.\n\n5) Well on friday, I call again, because the dhl tracking number is still\nshowing nothing, and this is two weeks the computer is down. I ask to speak\nto a supervisor, whos name is lance.\nHe was so beligerant. He said I am getting excellent service,\nbecause they have on their record they sent out a box, the day I called in.\nI said thats been two weeks ago, and that I called dhl, and they have no\nrecord of the box being picked up from gateway. I told him that, and he told\nme, thats a problem between me and dhl. I said, its gateway problem to get\na box to me. He said, dont interrupt him, or he will hang up on me, and\ncustomers like me, make things bad for gateway. This is what he said. I\nsaid, it is gateways responsibility to get a box to me, and I want one sent\nair overnight. He said, you better not interrupt me again, or I will hang up\non you. I repeated again this is gateways problem, and he said its not. I\nam getting great service because a box was sent out.\n\n6) I called back about an hour later, and spoke with another rep, who had\na good attitude. I told him the situation, and he looked up the call log,\nand said, this is way too long. The box may still come today, but let me\norder another box sent to you and gave me a new return number. He said he\nalways wants a customer to be satisfied, whether they are angry or not,\nbecause that is his job. I dont want to post his name, but he is a credit\not gateway, but gateway probably wouldnt think so.\n\nSo, I am awaiting the new box now. By this time, the laptop\nshould have been sent , fixed, and returned, and here I am still waiting for\na dhl. I asked if I could send it myself, and get reimbursed, and they said\nno, and wouldnt be respondible for the computer if I did.\n\nGood points) 1. At least the laptop tech/service\nseems to be based in the usa, and I dont have to translate indian to\nenglish. They are polite in bombay or whatever, but uninformed, and\nsometimes impossible to understand.\n\nsorry for long rant, but has this what\ngateway, has come down to. Saying that their responsiblity, ends with\nsending out a box. I asked him, that if I never receive a box, that means I\ncant get my computer fixed by them. .\nUnbelievable, finally the death blow is near on\ngateway, with this service.\nthis months consumer reports, rated break down rates of products, and\ngateway was used as an example on computers, on which have the most\nproblems. check it out.\n\nMuch reards Jerry.\nHi Ed and Ben. As far I as am concerned YOU GUYS ARE GATEWAY TECHNICAL\nSUPPORT.