After approximately a week and a half, we received the part. Under normal circumstances, your average business owner would have tried to switch vendors and use another company's computer but we were not in a position to do that. After about the third promise to get the part to us on the next day, we felt that they were misleading us about the part's whereabouts. As a rule, I always try to be charitable. But I have to say that in my opinion, Gateway is not a good source for a computer.
Gateway knows about their technical support problems and yet chooses to do nothing.
They show a complete disregard for their customers' needs. I am of the opinion that no one who needs reliable technical support services should use Gateway. We figured the best thing to do was to flatten it and re-install everything. Gateway's labyrinth-like drivers area on its website was absolutely no help at all, so she called for support. After I called back myself and talked to a manager, I was able to get the location of the video and sound drivers.