I purchased a gateway computer on 4/19/2010. Just recently the hard drive went down and would not boot. I took it back to best buy to see what they could do. They sent it off to be repaired and told me I would have to call gateway and get a recovery disk, as they could not do that, to get the computer back to the way I bought it.
Ok, fine, no problem, but when I called they told me the software warranty was only for 90 days and I would have to purchase the disk from them even though the hardware is warranted for 1 year, and that is what caused the problem to begin with. It was the rudest customer service department that I have ever dealt with, tech support just told me to go to the website and hung up on me.
I looked up the terms of the warranty and under the hardware section it states, and I quote exactly, "The scope of technical support consists of helping You diagnose and resolve problems with defects in Products covered by this Agreement, and, for PC Products, REINSTALLING THE FACTORY-INSTALLED OPERATING SYSTEM AND (SOFTWARE) to restore it to the original factory configuration".
I kept mailing them back stating this and they kept responding with there is nothing they can do. It was a hardware problem that occured and they don't care, just sayin that it's past 90 days and I'm brushed off by them everytime. I highly recommend whoever reads this that they look elsewhere for a computer. DO NOT USE GATEWAY!!! Worst customer service ever! Will not stand by a warranty that it states in their terms of the warranty that they warrant. Absolute joke for a customer service department