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Company: Gateway 500 series computer system (includes scanner, printer) - unable to print with Hewlett Packard printer - can't get help to solve problem - can't get refund

Category: Other

Complaints.com received the following consumer message on October 31, 2002:

From: RE: Gateway 500 series computer system (includes scanner, printer) - unable to print with Hewlett Packard printer - can't get help to solve problem - can't get refund

Rameruis Williams is my name. I purchased a Gateway computer system package that included one scanner, one 15 " flat monitor screen, and one Hewlett Packard color printer. I rec'd my order approximately mid August. Since having the system, I have been unable to get print jobs.

Gateway was notified and we went back and forth via e-mail without finding the problem. After these few attempts, Gateway passed the problem on to Hewlett Packard. I notified a Hewlett Packard service center and had two printers replaced while working with them; thinking it might have been printer irregularities. This

ongoing problem, subsequently presented the possibility of a problem with the computer; suggesting incapability.

When I notified Gateway that there was still a problem and that 2 printers had been replaced; it was suggested that I call Hewlett Packard long distance and find out if the computer program "XP" was compatiable with the printer!

This I want you know it a package Gateway sold to me. During the interim, I also e-mailed Gateway's customer service line for a duplicate copy of my purchase agreement, and again requested a solution to resolving my problem concerning the printer and computer ( approx. 9/10/02). To this date, Gateway has not reponded to my several e-mail complaints, nor replied to my request for a copy of my purchase agreement.

I have paid for this system in full and have my cancelled check to support the transaction. In my last conversation with a Gateway service representative, I was however told, there was nothing I could do

about this problem except bring it in.

Furthermore, I could not get a refund because 90 days were up. I've explained more than once that I am disabled and have had to have someone to take in my printers twice times, and it would present me with a problem in attemping to bring the system in to the store, I also run the risk of damaging the system; considering the fact, that I am on the second floor.

I asked if a technician could come out, considering the many attempts that I have made to help resolve this problem. More specifically, I want to know my rights. If the system has not worked since I took possession, and Gateway has been put on notice of the problem, can I return the items to the store and request a refund, if they have not cooperated by resovling the problem ? I also have have a three year warranty on my purchased equipment.

Gateway is falsely and grossly misrepresenting themselves with supposely good customer service to its customers! Please advise. Ms. Williams