This is what I got out of Anish at Gateway live support...
Live Automation
Time Item
25 Sep 2009 01:29:28 PM "Overheating" was submitted by Mark to the problem analysis engine.
25 Sep 2009 01:29:28 PM Phone Number set to |
25 Sep 2009 01:29:28 PM E-mail set to
25 Sep 2009 01:29:28 PM Serial # set to
25 Sep 2009 01:29:28 PM OS set to .
25 Sep 2009 01:29:28 PM Purchase Location set to .
25 Sep 2009 01:29:28 PM Product Model set to .
25 Sep 2009 01:29:28 PM Address 1 set to .
25 Sep 2009 01:29:28 PM Address 2 set to .
25 Sep 2009 01:29:28 PM City set to .
25 Sep 2009 01:29:28 PM State set to .
25 Sep 2009 01:29:28 PM ZIP set to .
25 Sep 2009 01:29:28 PM Country set to .
25 Sep 2009 01:29:28 PM Date Purchased set to .
25 Sep 2009 01:29:29 PM Mark logged in.
25 Sep 2009 01:29:32 PM Connected to the server via Web Chat
25 Sep 2009 01:29:32 PM Mark has been assigned to the Gateway Support queue.
25 Sep 2009 01:29:34 PM Mark was added to the incident named Mark by Anish_GWSI700
25 Sep 2009 01:29:34 PM Anish_GWSI700 created an incident named Mark
25 Sep 2009 01:29:41 PM Anish_GWSI700 says: Welcome to Gateway Chat. My name and badge number are Anish_GWSI700. I am looking at your account and the information you submitted. I will begin troubleshooting with you in just a moment.
25 Sep 2009 01:30:05 PM Anish_GWSI700 says: Mark , thank you for being online. I appreciate your patience.
25 Sep 2009 01:30:11 PM Anish_GWSI700 says: May I confirm that your product serial number is T4C8411000085?
25 Sep 2009 01:30:19 PM Mark says: Yes
25 Sep 2009 01:31:08 PM Anish_GWSI700 says: Thank you for the information.
25 Sep 2009 01:31:25 PM Mark says: I think thats the correct number to give you. I have it here if there is a different number you need
25 Sep 2009 01:31:37 PM Anish_GWSI700 says: Mark , by validating the serial number, I can see that your computer is not covered under the warranty. Since you are a valuable customer of Gateway, I can provide some basic information, but my scope of support is limited.
25 Sep 2009 01:31:50 PM Anish_GWSI700 says: From the submission form I can understand that your issue is overheating related. Do you have any more details that may help us?
25 Sep 2009 01:32:39 PM Mark says: I do, that copper line on the left bottom side of the laptop gets so hot you can't touch it
25 Sep 2009 01:33:12 PM Anish_GWSI700 says: I see.
25 Sep 2009 01:33:18 PM Anish_GWSI700 says: For how long have you been facing this issue?
25 Sep 2009 01:33:32 PM Mark says: If you have the laptop upside down with the fan on the left side and you take the cover off, it runs from the fan to I believe the processor
25 Sep 2009 01:33:41 PM Mark says: several months now
25 Sep 2009 01:34:15 PM Anish_GWSI700 says: Have you made any Hardware or Software changes recently?
25 Sep 2009 01:34:58 PM Mark says: No, it got to the point of shutting down when I used it that I had to purchase another laptop, it became unreliable
25 Sep 2009 01:35:18 PM Anish_GWSI700 says: Okay.
25 Sep 2009 01:35:51 PM Mark says: If I hang the laptop over an edge, or take the bottom cover off and put it on a chiller, it will run until I shut it off
25 Sep 2009 01:36:25 PM Anish_GWSI700 says: Okay.
25 Sep 2009 01:37:10 PM Mark says: We have 4 laptops including the M-1625 and I have never felt heat like I do on that one
25 Sep 2009 01:38:04 PM Anish_GWSI700 says: Mark, for this issue I can arrange an out of warrnaty depot service. As the product is out of warranty, the service will cost $199. If you prefer, I can go ahead with the service order placing.
25 Sep 2009 01:38:22 PM Mark says: What is the problem?
25 Sep 2009 01:40:51 PM Anish_GWSI700 says: Okay. I will guide you through the process. The onside shipping(return) is covered in the repair. It is required to provide the credit card details for the payment.
25 Sep 2009 01:42:08 PM Mark says: You can't just tell me what the problem is, obviously it must be common with Gateway if you know what the process is.
25 Sep 2009 01:44:43 PM Anish_GWSI700 says: Mark, for issues like overheating there is only limited troubleshooting done via this chat support and it is required to diagnose and reslove the issue through the advanced troubleshooting at the depot service center.
25 Sep 2009 01:45:57 PM Mark says: We paid $638.99 for that laptop from Best Buy in May of 2008 and you expect me to spend another $199 to resolve this issue?
25 Sep 2009 01:46:57 PM Anish_GWSI700 says: Mark, as the product is out of warranty, this is the only option I am able to suggest you. I am sorry for the inconvenience.
25 Sep 2009 01:47:01 PM Anish_GWSI700 says: If in case you require further help, you need to contact Answers by Gateway/eMachines department which is a paid support. The phone number for Answers by Gateway/eMachines is 1.800-237-6483.
25 Sep 2009 01:49:26 PM Anish_GWSI700 says: To save your chat log, please click on the "View Live Log" button at the bottom left side of the chat window. It will open a chat log window. Please use the option to "Save log to disk". Keep in mind you do not need a disk or cd. You can simply save the log to your system.
25 Sep 2009 01:49:31 PM Anish_GWSI700 says: It was a pleasure working with you. Thank you for using Gateway Live Chat. Feel free to chat again anytime and have a great day.
25 Sep 2009 01:49:36 PM Mark says: You can see now why I purchased 2 HP's and a Dell instead of another Gateway. Buying the Gateway was a HUGE mistake to begin with and I should have stayed with HP like I have always done. Poor business practice. We have had HP's for years and never, ever ran into an issue. The only reason we got rid of them was to upgrade.
