Repair Questions and Answers
Requesting Repair Service:1. How do I obtain service for my product if it is not working properly?
2. Can I have the parts sent to me so I can complete the repairs?
3. Can I have a local technician repair my product?
4. What should I expect when contacting Gateway to setup a repair service?
Preparation and Shipping Information:5. How do I package my product to ship it for repairs?
Repair and Return Information:6. How long will it take to repair my computer?
7. Can I check the status of my repair?
8. Is there a phone number I can call to check the status of my repair?
9. How do I know when the repairs are complete?
10. How will my product be returned?
Requesting Repair Service:
In order to obtain service for your product, first it needs to be determined if it is a hardware or software issue. For assistance in determining this you can contact us through a variety of ways:
If the problem is hardware and needs service, you can obtain a Case number for service from one of the above support groups. If the problem is software related, the fix may be available through our online resources or assistance can be provided through one of our support groups.
There are some parts designed to be replaced without requiring the product to be sent into a repair facility. To determine if the part you need is user replaceable contact support.
You can have the product repaired by a local technician, however for Gateway to cover the cost of parts and labor under the limited warranty; we do require that the product is setup for service and brought to one of our repair facilities.
A customer service Agent will provide you with a Case Number, this unique identifier will help us manage your information and make sure we can complete the repair for you in a timely manner. The Case Number will allow you to track the status of your repair. You should also receive an email with specifics on how to safely and securely ship your product to Gateway for repairs. Your email will contain specifics about your repair including your Case Number as well as your specific product information to verify. Following the information in the email is the quickest and safest way to complete the repair.
Preparation and Shipping Information:
Use a trackable carrier only, such as FedEx, DHL, UPS, Purolator; We highly discourage the use of the Postal Service. Make sure a copy of the Airbill is kept, as this is the only proof of shipment.
We recommend that you insure your package; any damage incurred in shipping will not be covered under the Standard Manufacturers Warranty. If your product is damaged in shipping, you will need to contact your carrier to file a claim.
We recommend shipping the product in packaging providing the product with a degree of protection equivalent to that of the original packaging. We recommend using 3 to 5 inches of bubble wrap to protect your product. Please do not use styrofoam peanuts.
Use 3 inch wide plastic packing tape or 3 inch wide reinforced water-activated paper tape to seal the box.
Place the shipping label on the largest flat surface of the package and remove/cover all old labels if reusing packaging.
Then place your name, phone number, Case number and products serial number in the upper left corner of the package.
Repair and Return Information:
Customer Self Service and clicking Case Status on your screen.
Customer Self Service to obtain the most up to date status on your repair.
Customer Self Service.