Gateway Online Computers New laptop inoperative 10 hrs. tech help fails want 15% return fee-huge waiting periods to get same response Internet

Recieved new laptop 10am - great expectations, 11am does not connect to internet call tech support wait over 30 minutes for person refered to web site for answers - did it all still won't work. Spent 3 hrs. with tech guy from Utah both he and I are frustrated after doing everything he could think of. Long story short -tried 2 more days - no better no one can fix but won't send return info . finally on 3rd day sent it back to address noted on packing info as return address. Later recieve a call from "Tina" corp. (Tina refused to give me her last name or ID) office telling me that I can't send it back to address shown - of course at that time I had already sent it back -and that I should call (again) return dept. and accept 15% charge or they will simply charge my CC for entire cost. Very bad experience I await further action but am releived that defective item is "some where" other than my house. Company seems to have lost contact with any kind of customer service outside of sales dept.

George
Ambler, Pennsylvania
U.S.A.