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Product: LCD Monitor 900W

Company: Gateway computers

Location: US

URL: http://gateway.com/

Category: Other

My Gateway LCD monitor was out of warranty, so Gateway refused to answer a basic question (how to turn off the "theft disable" icon after a power surge) unless I paid them $129 dollars. It was impossible to reach a knowledgeable person, despite more than an hour of trying. The Web site said that out-of-warranty questions could be submitted by email, but the email system kicked me out without telling me why my query could not be processed.

I would have been willing to pay a reasonable cost for a set of instructions (which I am sure are fairly standard), but for $129 I will be well on my way to buying a new monitor. I will not buy another Gateway. My specific request is that the Web site provide correct information for out-of-warranty customers so that they will not waste their time hunting for serial numbers and filling out the email form, and that they institute a more reasonable charge based on specific problems rather than a blanket $129 for services I do not need.