Q: If my battery pack has been identified for replacement but I haven't had any issues, do I still need to replace it?
A: Yes. We encourage you to take advantage of the battery exchange program.
Q: I haven't had any problems with my battery. Could it have caused any other issues with my notebook PC?
A: The issue is related to the battery only and does not affect other features of your notebook PC.
Q: Can I continue to use my battery until my replacement arrives?
A: Until you receive your replacement battery, you should not use the battery included in this recall. We recommend that you first drain the battery by unplugging the notebook and allowing the system to sit powered on until the battery is drained. Once complete, remove the battery. You can then safely use the AC adapter originally provided with your notebook until the replacement arrives. We apologize for any inconvenience.
Q: Can I keep the affected battery as a spare? How do I send the original one back?
A: Gateway will require you to send the original battery back. Prepaid labels and return instructions will arrive with your replacement battery.
Q: Can I take my recalled battery to a local store or service provider and have it exchanged?
A: No. Please contact Gateway for assistance with the replacement.
Q: What is Gateway doing with the return battery?
A: Gateway will return the battery packs to Sony, which has offered to coordinate a safe disposal program.
Q: Which Gateway notebooks are affected by the recall?
A: Gateway notebook PCs with these batteries began shipping in September 2005. They were primarily sold in the U.S., with limited quantities sold in Canada, Japan and the U.K. Gateway is offering free replacement batteries for customers who purchased notebooks with affected batteries.
Q: What if I am unable to locate the battery's part number and/or serial number?
A: Please call
0207 365 0970 for further assistance.
Q: What should I do if my battery is not listed for battery exchange program but I have a battery that seems to be overheating?
A: Our issue-free rate with lithium-ion batteries is well over 99.99 percent; however, lithium-ion batteries store a lot of energy and occasionally fail. Please contact technical support for a proper diagnosis.
