Complaint Review: Gateway Computers - N. Sioux City South Dakota

In April of 1997 I purchased a $4,000.=/- Gateway solo 2200 notebook computer. By the following January several problems had developed so I called them and reported the following:

1. the plastic hook that kept the unit closed while not in use broke off.

2. (Most Serious) the screen would often just go to colored lines obscuring anything that was on screen so that it could not be deciphered. If the lid was opened and closed several times it would return to normal. Often this process has to be repeated several times while using the notebook.

I spoke to "Bob" (badge # 9654) 1/28/1998 he gave me what he call an "event" number (8181104) and I explained that I was working on a couple of consulting projects and needed the notebook as it was configured to dial in to networks to allow me to do my work. Bob said no problem, just call with the event number when I was ready to send it in. I told him it might be a while before I could send it in -he said it wouldn't be any problem because I had an event number.

So in January of 1998 I called to find out where I should send it and to also let them know that the CD Rom drive no longer worked and that one of the plastic doors covering ports had broken off (which I would have been happy to pay for since I didn't report it while it was under warranty) and was told that it was no longer under warranty so I would have to pay for ALL repairs! I explained that I had an event number for the 2 things mentioned above and they said "too bad" you should have sent it in while it was under warranty. I said that if I had been instructed to do so I would have had to find a way but, in fact, their customer service person had told me there was no rush since I had an event number, he never told me it expired with the warranty. The problems are still the same, the screen still turns to colored lines and the pieces are still broken, It really burns me that they will not stand behind their product. Not to mention the fact that they were rude on the telephone that day.

At about the same time I reported the problems, a local Gateway store opened -I did call them at that time and they told me that they did not do any repair work. I recently visited that store and spoke to the assistant manager and told him of my problem and even booted the notebook to give him the event number, and when I did - the screen went to colored lines! He basically said there wasn't anything he could do, the warranty was up. But he said he would talk to his customer service manager and get back to me. This was 2-3 weeks ago and I have heard nothing from him.

The biggest problem is that nobody else will touch this notebook, so if I want it fixed I have to send it to Gateway and PAY to have it fixed. I am not looking for a handout, I am more than willing to pay for the CD Rom drive and the broken door as they broke after the warranty was up, but the other problems occurred while it was under warranty and it was reported to them - nothing has changed, the problems are no better, no worse. I feel they should stand behind their product and fix what they know malfunctioned or broke while it was under warranty - I do not feel I am being unfair to ask this. Any assistance you could provide would be greatly appreciated.