I own a Gateway laptop model MX6454. About a month after the warranty ended, I began having problems with the connector. I called a computer repairman who opened the computer and found that the motherboard was cracked. He called Gateway and one of their own techs, (who is on a first name basis with the computer guy I hired), told him, (and me), that not only does Gateway know that the MX6454 have a bad connector but that the motherboards are prone to crack for no reason. The Gateway techs have been trying to get the 'higher ups' at Gateway to address the problem but they won't.in addition, Gateway only guarantees their motherboards for 30 days which is quite odd if you stand behind the workmanship of your product.
The first correspondence I had with Gateway ended with the representative saying that if a laptop is moved a lot or plugged and unplugged alot, that will cause the connector to go out. I asked how it was that a laptop, which made to be portable, also known as 'moved', is not able to withstand being moved?
My next step was the BBB. Their representative first lied and said that my computer was 8 months over the warranty which was untrue. I got the computer in November. I complained about the connector in February. That is, at the most, 2 months past the warranty expiration.
This representative then 'offered' to repair the computer... For $500. The computer guy I hired told me that the computer was basically junk and advised me against putting anymore money into it. I got a second opinion from another computer tech and he agreed that it's not even worth it.
I 'googled' the model number and found quite a few people with the same connector problems at about the year mark or a few months past the year mark. Basically, I am out $700 for the laptop, $85 for the new adapter I bought thinking that was the problem, and $180 for the repairman to take it apart and try to solder a new connector on. He couldn't because he was afraid that since the motherboard is in such poor shape, going forward would only make things worse.
In addition, for my computer to hold a charge, I have to drape the power cord over the screen and tilt the monitor at a perfect angle to keep battery power flowing. I have reason to believe that Gateway knows that this is a faulty model but refuses to recall it. On the last communication with the BBB, I made it clear to the representative that I will spread the word about Gateway and their business practices. I am using my husband's laptop, a Compaq, that is over 3 years old and works fine.
I suggest that anyone who is looking for a computer skip Gateway and explore the many other options available.
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