Here’s my experience. I ordered a restore CD and paid $21. CD arrived safely, but not readable. So I called Gateway asking for a replacement, Gateway customer rep. insisted that I cannot get a refund. I said ‘I don’t want a refund, I just want a replacement’ - Then this woman said ‘If you’ll shut the ‘hell’ up I can pass you over to level two’ - I’m like - WHOA??? Before I even said a word, this woman put me on hold and passed me to level two. So I waited and 30 minutes later, this line died and I lost contact all together. Tried calling again, a guy name Bill answered the phone and I mentioned my previous call. But no ‘how can I help you’ follow-up from Bill. Instead, he also insisted that I cannot get reimbursement. I don’t want the money! Arg! What’s wrong with these people. So I finally gave up.