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Ok so let me get this straight, the gateway helpdesk told you that you can't open your cd drive because you don't have the drivers installed....
Sorry dude, this is a hardware fault, not a drivers fault - there are no drivers for cd drives anyhow.
Try unfolding a paper clip and sticking it in the hole in the front of the bezel of your drive, this manually disengages the locking mechanism - the cd tray should either just pop open, or the motor will drive it the whole way out if the computer is on.
If it doesn't, means that the cd motor is porked. More or less. You might be lucky and the rubber band has popped off, with a bit of maneuvering you could get it back on.
My only other suggestion is it's time for a DVD writer combo drive! They are great, i got a pioneer one for my birthday not so long ago - FANTASTIC.
Oh and, never call gateway ever again. Ever. That's shocking.
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