Simple issue. Hard drive failed on my still in-warrantee machine. I called Moo-Town support, and was run around for almost an hour on the phone with someone who knew less about my machine than I did. After I finally got it through the skull of this barely english-speaking "tech" that the hard drive was toast, he have me my options. I send the machine back to Moo-Town at MY expense (and pay three times the labor rate as local vendors for a hard drive install), or I drive it round-trip 5 hours to the nearest Gateway store. Either option? I'm 3 to 4 weeks without a machine.
PO'd beyond reason, I call a local guy who comes to my house wihin an hour of my call & picks it up. They recover the data off the crashed drive & install a new hard drive and return it to me within 48 hours. ( Great guys, but I can't plug the name here ). But, now I need the OEM System Restore disks that have the OEM applications and O/S, and I lost those disks over a year ago. Gateway's answer to my request to 'buy' these Recovery Disks? "You have to BUY the applications and O/S at Retail".
Yes, folks.. after paying WAY too much for the machine to begin with, Gateway wants me to BUY the applications and O/S at retail price. Applications and O/S that I already paid for as OEM barely over a year ago. And, just in case any of you Gateway geeks are looking in, refer to Gateway Support file KMM4465001V23547L0KM.
In closing, I say; "Hey, Moo-Town... go pound sand!" I bought two of your POS systems over the last four years, and I'm done with your company. Both Gateway systems crashed like a 70's hippie on a bad acid trip. And, every time I had an issue, all Gateway Support gave me was a 'canned' response from someone who was both English and technically challenged. So, "Moo" dudes; next time, I'm gettin a Dell.
West Springfield, Massachusetts