I called to report on a laptop battery which was seriously overheating which I found on their own website that they had voluntarily recalled in May. I spoke to their customer support agent who asked me for the serial number. I told her that there was no serial number on the bottom and that their website has a link which will give them the opportunity to scan your computer for the serial number. Of course there is no link at the place which they advise. She said that without the serial number, they could do nothing. I asked for the manager, and a guy called Wade E. (he would not give me his last name because he said it was company policy) who told me that there is nothing they can do without the serial number. I pointed out to him that the advise they give about their scanning your computer for their serial number does not exist. He kept on saying that without a serial number there is nothing they could do. I told him that it was ridiculous that they would not replace a voluntarily recalled item (battery) which was a fire hazard, but would rather wait for a fire to happen. I told him that I would have to report to the Consumer Product Safety Commission, which he in so many words told me to go ahead. I told him that I would never buy any Gateway product again and he said that I could write to their corporate office in Sioux City, South Dakota. At this stage, it will be a waste of my time to write to the headquarters only to be given the runaround. What bothers me is that they are unwilling to honor their own promise to replace an item which they have themselves recalled, but would rather wait for the inevitable to happen. Caveat Emptor of Gateway computers.
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