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Proteva Complaints

If you have had problems with a Proteva computer, please file a consumer action report now so that you can be included.

• The Girl Scouts
• B.F., Sandy, UT
• C.R. Willingboro, NJ
• D.D., Bear, DE
• F.M., Marlboro, MA
• J.B. Stateboro, GA
• J.F., Brookfield, WI
• J.F., Mandan, ND
• J.K., Vandergrift, PA
• K.B., Riverside, CA
• M.B. Oxford, NJ
• P.B. West Covina, CA
• T.N. of Arlington, TX
• W.A.M. of Peru, IN

T.N. of Arlington, TX, writes:

The consequences have been lost work time, 20+ hours on the phone in under three days, being treated like a child, doing the work of the sevice contractors, paying internet service fees while not being able to log on, and a machine that no longer works at all.

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J.B. of Stateboro, GA writes:

I purchased the computer for my 12 year old son to use for school and also for me to do some work for my job at home. It has been inoperable since the start of my sons school and he hasn't been able to use it. He took a computer keyboarding class, and was unable to practice at home. He as had a spanish class, and unable to study the Spanish program on CD at home. Also, I have an encyclopedia on CD that can't be used because of the malfunction.

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C.R. of Willingboro, N.J. writes:

I purchased a computer from the Home Shopping Network on 19 April 98, a PROTEVA, and have had 6 repairs made so far, and the PC still doesn't work correctly.  The following parts were replaced, CD-Rom drive, serial port, mouse, modem, motherboard (twice),

We called the Tech support and was told we were having a software problem and that was only covered for 90 days, so we had to purchase additional coveage from BANKTECH for an additional $49.95 for 90 days, even though all the problems were hardware related.  After the fourth attempt to correct the problem we requested a replacement or complete overhaul, we were told a replacement was out of the question, and they didn't feel an overhaul was needed that the new motherboard would correct the problem.

It did not.  On the 2nd of Feb, we spoke with someone who told us he would send us a RMA tag within 3-5 days so we could ship the tower back to have it rebuilt, still no RMA tag,

We finally dediced to try a different approach, have someone else look at the computer, at our expense, the repair person told us the problem was incorrectly installed jumpers on the motherboard.  He corrected the problem.   That was over two weeks ago, and we have had no major problems, except for a modem error problem so far, the longest it's been up consistently in a long time, and we have yet to hear from PROTEVA about the arranged rebuild.

It sounds like your local technician found the problem.   Next time you want to buy a computer, why not ask him for his recommendation?   You'd have a better chance of getting a good piece of equipment that is properly configured.

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P.B. of West Covina, CA, reports:

I purchased a Proteva computer from Home Shopping Club. I had small white dots on the background of the monitor which progessively got worse. I called Proteva tech and they were no help and gave me quite a hard time. Called HSC and after many calls they finally sent to me a video card which I had to replace myself,and that did take care of the problem. The computer still freezes up alot and I have to reboot. Proteva tech is of no help and doesn't return calls and email. HSC tech was very helpful and I have had no problem with them.

Have not received rebates from Proteva for a total of $170.00. I called HSC and they told info and said someone would contact me. As of today I still haven't heard from anyone. I asked the rep. if this has been a problem and he said "It has been an issue"

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M.B. of Oxford, NJ, has a problem with Proteva too:

My husband bought me a computer for christmas..I love my computer very much ...   yet.he ordered it off the Home Shopping Network.  The only problems I'm having is receiving my rebates back..1 is for $100 & 1 is for $70..

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J.K. of Vandergrift, PA:

I purchased my Proteva PC from the Home Shopping Network. One of the selling points for me was life time technical support. I was   assured that the Proteva was applauded for being user friendly, upgrade ability, and great internet connectabliltiy. I had no idea life time technical support would begin with a Proteva Support Nightmare.

After at least a forty five minute wait a technician came on and  read a scripted response. The tech stated the reason I was suffering hang time [freeze up] when I attempted to connect to the internet was my internet providers fault. I found that amazing since I service my internet provider with technical support { my brother happens to own the Internet Service. I have literally had Network Administators and Program Engineers baffled at my inability to stay connected to the internet. I suffer from hang time and frequent disconnects and cannot seem to get any assistance from Proteva.

I have to depend upon my PC for my ability to access the internet for my work. If I cannot connect or when I do stay connected for more than a few minutes - I lose countless hours of work.

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W.A.M. of Peru, IN, has had more than a few problems with his Proteva:

I purchased my Proteva computer at H.H. Gregg in Kokomo, IN. I ordered it in November of 1998 and received it just before Christmas.   I have had problems with it from the word go with it locking up, shutting off, illegle operation errors, freezing during operation. I contacted their customer support people for the first time in January of 1999. I was told to leave the information and they would get back to me. I never heard from them.

When I called back, I had to give them all the same information because they claimed they had no record of my previous call. There were several things tey wanted me to "try" to get the problem resolved. Nothing worked. I made several calls to them and on Feb. 22, 1999, I started to keep a log of every call I made, who I talked to and what we done.

On 3-15-99, they told me that it was the RAM set that was causing the problem. on 3-25-99 a tech came to the house and installed the Ram set, and before he left, the computer again locked up and the vidieo card dumped. The tech was here for 3 1/2 hours and got the vidieo going again but did not resolve the original problem. At that time, the tech told me that a new processor was needed.

When I called customer service once again I got the run around. Finally they told me that I would have to ship my machine back to them and that I would have the paperwork within 2 days. Two days later with no word, I again called and was told that I was told wrong and it would be another 7-10 working days to get the paperwork and when I send my computer in I would have it back in 7 days.

10 days passed with no word. I packed up my system and took it back to H.H. Gregg and told them I wanted my money back. I was told that the only thing that they could do was to send it to their service people and I would get it back in 5-7 working days. Two weeks passed and I called about the status and was told that they just got the parts from Proteva and I would get my computer within 2 more days. They put in a new processor, heat sink, and fan. I picked my computer up and took it home and hooked it back up.

I'm still having the same problems and then some. I again called Proteva support and got the same routine. I was told now that I should try to re-install my Windows 98 and they needed my Certificate of Authenticity. When I asked what they were talking about, they told me that in was on the book I got with my system. The only thing I got was a CD in a cardboard sleeve. I was given the number of Proteva software support and explained the situation to them. I was more or less told too bad. There is nothing they could do.

I called Microsoft and explained to them what I was goining through. I was told by the Microsoft people that I should have received a book with a 25 digit code on it along with a registration card and a cd in a plastic jewel. I was also told that this number needed to be entered before the system would run. The first time it booted up. it went straight to Windows. I did not have to enter anything. Microsoft told me that my only resolve was to buy a retail Windows upgrade. ( $89.00-$100.00) Why should I have to pay more money to get something that I should already have?

I bought this system with the intent to bring extra income into my household and for my children to use for school. Microsoft also told me that I should report Proteva to the Piracy Hot Line. I have had it with a system that I can't use without problems. It took me 5 attempts to write this because of system problems

I work the Midnight shift and I try to get things done when I get off work in the morning. I have lost countless hours of sleep trying to get this resolved. I WILL NOT recommend Proteva to anyone.

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