Complain about a product or service

Staples - Proteva

Staples • Rebates • Store Pickup • Proteva • Build-to-order Computers • Extended Warranty --- • Staples Offers Electronic Rebate Redemption • Staples Fined $850,000 for Lying to Its Web Customers

We used to have Staples in our Good Guys section but after reviewing all the complaints about the Proteva computers they unloaded on their customers, we removed them. Yes, there were a few incidents when they stepped forward and helped customers get their Protevas running, but many more in which they did exactly nothing.

Barbara of Richmond VA (1/5/03):
I purchased a Proteva computer from Staples in 1998 and have had nothing but problems. The 98 OS is totally unstable and freezes repeatedly in the middle of writing documents and visiting internet sites. Thus the computer has to be rebooted so I lose valuable program information each time. I have tried several times to add a USB scanner and printer but am unable to because the USB ports have never worked. I have repeatedly called tech services and they had no solution for me. I am tried of fighting with this inferior product and am considering buying a Pentium. I feel that Proteva should be responsible for misrepresenting their product and not providing the agreed upon tech support.

I feel as though I needlessly lost $900.00

Laurie of North Dakota writes:
I purchased a Proteva computer from Staples in Bozeman Mt in Jan 99. I set it up and all was fine. Two months later I started to have problems. I have tried to contact the support tech and have been unable to get help. I had to be gone most of the summer and have been unable to follow up until now.

I am still having problems and unable to find help from Staples or Proteva. Computer is basically useless to me at this time. New problems continue to prop up. It slowed my home business way down since it is my main way to advertise.

Patrick of Pittsfield, MA:
I have had problems with Proteva since the first. Now half a year later my power supply bites the dust. My problem is the warrenties that I was supposed to recieve from Proteva are nonexistent because they won't answer their tech line and the 3-year setup with Staples is under Warrentech, and they need an RMA number from Protech who won't answer. Staples sold me this computer and I thought I bought a warranty policy from them but they are not the warranty provider even thought their name is on the policy. This is bullshit!

Julie of Columbus, OH:
I received my Proteva computer at Staples last January. In June my floppy drive crashed. I talked to tech support who could not help me over the phone. They sent out a rep who came and replaced the floppy, but he did not install it properly and instead of registering as an A floppy it registered as B. It worked OK but would always show an error message on start up that slowed the process down. I called them about this problem and they said it was a software problem that would cost money to fix. I insisted it was the due to the improper installation of the new floppy drive but they refused to consider this possibility. Since it was working and I was busy trying to move I did not try to fix that problem until a later.

Now the CD/ROM is not responding and my Windows software is having an error message that needs to be fixed with the original Windows CD. These problems happened at the same time. I am completely unable to get a PROTEVA technician on the phone and get stuck in there automated system. So again my computer is not working properly. Since the Hardware is suppose to still be under warranty till Jan. do I have any possibility at getting this fixed at their expense?

Roberta of Irwin, PA:
The first call that I made ( on 8/31/99), the technician determined that I would need to return the modem. I wanted Proteva to send me a new modem and then I would return the damanged one to them. Proteva wanted me to give them a credit card number, in order to send me a new modem. I did not understand this, since I was still under warranty for the computer. So my son who is a troubleshooter for a computer firm, made another phone call for me to Proteva, they told him that I would now need to send the whole computer. I did send them the computer and it was returned to me within the promised 3 day period. In trying to get online, I found that the problem was NOT repaired. My son, the troubleshooter, and his girlfriend, a computer expert, tried for 1 1/2 days and could still not get online. In trying to locate a phone number for technical support, online using their laptop, we discovered that Proteva had filed for bankruptcy.

In calling Staples, the place where I purchased the computer, they were completely unaware that Proteva had filed bankruptcy.

This is not the first problem that I have had with Proteva. When I sent in for my rebate, Proteva refused to honor my request. I once again had to contact Staples to help me with this problem. So as you can tell, I am not a happy camper.

Sonja of New York, NY:
Several people pooled money to buy a Proteva 366 computer from Staples in January 1999. It was charged to my credit card. This was to be a special gift for a high school student who had done exceptionally hard work to improve her academic performance and was now earning A's. She was tremendously excited about this gift. The unit was delivered to me in Manhattan and set up in her home in Brooklyn in February.

Rebates of $170 were never received. The student used the computer for less than 2 months when, in April, there was a total system crash with no ability to start Windows or even get a Bios screen. Neither the student nor I have a car. With great inconvenience, the system was brought back to me in Manhattan to resolve the problem.

After several fruitless phone calls, I was told it had to be the result of the Chernobyl virus, a problem not covered by warranty. Many unpleasant calls later with inordinate waits on hold, I was referred to Time Space Software who offered to sell me a "12 incident package" of repairs for $120, even though the technician estimated that a complete software cleaning and reinstallation would require only 4 or 5 incidents. (I was assured the credit for the rest would be in my "bank" for future off warranty repair needs.) Declining this offer and not convinced that this was a virus problem, since the student had just connected to the internet, but had not participated in chat rooms, received any email, or downloaded any programs, I persisted in trying to get technical help, calling every customer service and tech support number I could find.

In exasperation I finally arranged with customer service to have them send a new C drive for which I was to be charged only the $39 fee for pre-loading the original software. This arrived with a bill for $288.95 to be charged to my credit card. I immediately called Proteva and my credit card company to refuse this charge and returned the C drive unopened. Proteva then suggested I hire a private computer repair service at my expense. Calling around in New York City, I was given estimates of $200-$300 if I brought the computer in and more if I wanted it serviced in my home.

Since I own a computer from a different manufacturer, I called their technical support people, who are superb, and found a sympathetic person who in 20 minutes walked me through diagnostic tests and cleaned the C drive of all software in order to reinstall Windows, which I then did on my own. I was told I must then reinstall the video, modem, and sound drivers. It was now September. Many more calls, transfers, and 1 hour waits on hold took place before I finally spoke to a Technical Support Supervisor. I seems the drivers had not been sent on the CDs or disks accompanying the machine. He said I would have to download the drivers from the internet and then reconfigure the machine to use them. I do not know how to do this. Instead, he convinced me once again to accept a pre-loaded C drive for $39, which Tech support would help me install. I was given a reference number and a specific phone number to call to get back in touch with him personally. He said I would be charged the cost of the drive only if I did not return the old one within 10 days.

The drive arrived this week with a bill for $234. Over the course of 5 days, October 18-22, I called about 20 times, waiting on hold an average of 45 minutes each time without ever once reaching a human being. At the end of the week, I was puzzled to find that Proteva numbers were answered with a recording by Time Space. I do not know how to install this drive and consequently cannot return the old one. Today, Saturday, October 23, a recording on one of the Time Space numbers informed me about Proteva's August 30 bankruptcy filing. Another call connected me to a Time Space person who told me there was no record of my Proteva reference number, and he had never heard of the Technical Support Supervisor I was supposed to contact.

Further, this past Wednesday, an Illinois court [editor's note: It's a federal bankruptcy court in Illinois] had declared all Proteva warranties null and void. This was confirmed by another Time Space technician who offered me an assumption of the original Proteva warranty and 3 year extension for $199.99. Without that purchase they could not help me install the C drive, even though I was told the installation was a simple procedure.

Nine months after purchase I still have an inoperable computer. This purchase has been a colossal nightmare from the start. Money was paid for a system that the student could use for less than 2 of the 9 months since purchase. She is required to use a computer for all class work and that has meant many late nights at school trying to gain access to the school's computers to do her papers. Her 50 minute subway ride home is thus often in the dark, which causes her mother great anxiety. The student is exhausted and distressed by this entire experience.

Don of Weippe, ID:
I bought a Proteva computer from Staples. It has given me nothing but problems since day one. It was such a turn-off at times that I considered not using computers any longer. Also it damaged my pride and esteem because I could not seem to make the thing work properly.

Vince of Klamath Falls, OR:
About a year ago, My girlfriend (Kim) baught a computer(Proteva 'Built to Order') through Staples(No Staples warrenty, only Proteva). After a year I realized through the help of Proteva Technical Support (When you could reach them) That the computer we received was in fact the complete wrong model. Staples within three days(Go Staples!) got us another(the right) computer.

First issue: No software. The computer came with no video drivers or modem drivers. Staples came to the rescue again supplied me with the software needed to get the machine up and going.
Second issue: Bad memory chip considering that Staples was helping me alot I brought the computer in becasue it was having a memory dump all the time. Staples tech told me that I needed to get that chip fixed. (Considering that I did not have a Staples warrenty they could not help) I called Proteva technical support, They told me they could help as long as I had a serial number.
Third Issue: No serial number. With the help of Proteva technical support we found out that no Serial number was given on the Proteva computer. Staples has tried but failed in helping with the issue on trying to get me a serial number.
fourth issue: The computer will turn on on every now and then. And shutting down fails, restart fails, booting fails. Staples can't seem to help me. I don't know what to do the computer is practically useless -- the second computer from Proteva (the correct one).

Conestoga Council of Girl Scouts, Waterloo, IA:
Our office purchased seven Proteva computers through our local Staples outlet. Staples did not have the PC's on site, but had to order them through Proteva -- after over 40 days, our computers were finally delivered.

Within three weeks of having the PCs installed on our network, one of them failed. After several hours on the phone, being placed on hold for long periods, and going through a lengthy diagnosis process on the phone, Proteva's customer service representative determined that the problem was with my motherboard. This took place on March 11, 1999.

After a wait of over a month, on April 15th, 1999 we received a visit from a technician with BancTec, which is Proteva's warranty company. After installing a new motherboard, the technician determined that this was not, in fact, the problem. The technician, Larry Spicer, left me a Service Activity Report stating that he had ordered a new processer (or CPU chip). Nearly a month later, on May 10, I have heard nothing from BancTec, Mr. Spicer or Proteva. Calls to BancTec Customer Support have been met with the response that they have no record of this part being on order from Proteva. Calls to Proteva's customer support line result in waits of 30 minutes or more on hold, then the response that they have no record of this part bieng on order.

In order to get the problem taken care of, they tell me, we have to go through the process of telephone diagnosis again before they can contact BancTec to send another technician to our office. When Proteva's representative attempts to go through this diagnosis process again, we are cut off. This has happened three times in succession. Representatives of both Proteva and BancTec have been rude, impatient and uncooperative. Five months after purchasing this computer, it has been in operation for only about two weeks, and attempts to solve the problem are met with a stone wall.

We have also received no response from Proteva regarding hundreds of dollars' worth of rebates that were sent to them at the time of purchase.

Days spent trying merely to contact someone to help woith this problem. Hours on the phone waiting on hold. Documents on the hard drive of the inoperational computer may or may not be lost. We are a small, non-profit organization, and the loss of one of our computers adversely affects the operation of the whole office. This computer is covered by both a manufacturer's warranty and an extended service plan through Staples.

Basil of Roseburg, OR:
Proteva computer, an OEM, is notorious for providing very poor product and subsequent tech support. Fortunately for me, but prior to learning about the reputation of the company, I purchased a Proteva model through Staples Office Supply; fortunate in that Staples stood behind me and my long running battle with Proteva and, finally, when even Staples could not get an appropriate response/support out of Proteva, Staples repaired the computer even though Staples had no responsiblility to repair my machine.

To make a long story short, I bought my Proteva computer in Jan '99, it was "dead on arrival," more than a half dozen calls to Proteva tech support resulted in many promises to repair the computer but no action, so after TWO FULL MONTHS of having a DOA computer, I returned to Staples and asked for their help; multiple telephone calls from the store manager, Jay Audis, to senior company officials of Proteva, resulted in many promises but no actions, sufficiently angering Mr. Audis that he finally agreed (after two weeks) to have his senior tech repair person repair my computer at no cost to me--Thank heavens and Mr. Audis.

Be aware that Proteva is at least the third incarnation (same product, different name) by a Taiwanese parent company called Arima--Proteva in the USA has been previously known as Micro Professional Computer and Cavistar Computer. Seems the company just continues to manufacture defective products until the complaints drive them out of business, at which time Arima just assumes a different name and continues to shovel out defective product. Perhaps it is time to "nail" Arima to the wall!

Kathleen of Sumner, ME:
I purchased a built to order Proteva computer on January 23, 1999. I anxiously awaited its arrival. One month later I picked up my computer at my local Staples Store in Auburn, Maine. I took home the system and set it up without difficulty. Then, in less than two hours the trouble began, I tried endlessly to reach Proteva Tech-Support and, yes, you guessed it. I was on hold for more than four hours.

I then called the Customer Service Center where my computer was built. I spoke with a lady named Debbie, who was the rudest and cruelest lady I have ever had the displeasure of dealing with. I finally wised up and called Staples Tech-Support and they were FANTASTIC, it took three hours but at the end of that time, the tech. named John told me to bring the computer back and demand a different one. I took the entire system back and Staples was AWESOME, they had already had four other built-to-order Protevas returned and weren't at all surprised. They set me up with a Hewlett Packard with all and more of the software I had ordered in the Proteva. I hate the Proteva computer and think their staff and associates should be fired for their careless, rude, and combative attitudes towards the customers that keep thier sorry fannys working.

Pat of Bennington, VT:
I purchased a Proteva computer from our local Staples store on February 26, 1999. I applied for the $100 rebate on March 8, 1999. Some time later I received a postcard stating that my request would not be honored because I had not provided a street address. I provided a street address and returned the postcard. To date (06/23/99), the promised $100 rebate has not been received.

$100 equals one week of groceries, or three months of telephone bills or a month and a half of electricity, Further, I expected a nationally known company, such as Staples, to live up to its promises. I still have the Staples salesman's hand written estimate of final cost AFTER the rebate. What a deal! I wonder if Staples has a "sucker" detector attached to their entry door.

Noel of Riverbend, CA:
I won a Proteva desktop sytem in a raffle around the first of May 1999. The sytem had been purshased from Staples in Turlock, CA. When I first opened the box I noticed a noise. I found the speaker was loose and secured it. I had some difficulty getting it to accept the included monitor, but I eventually (within several hours) was able to get it up and running. As long as we left the computer on it was okay. But it was giving problems upon rebooting. Within a week it froze on VERIFYING DMI POOLING DATA .

I took the Proteva to a local computer tech and he found the $30.00 mother board they use to be defective. I will spend about $200.00 to fix the problem. … I plan to let Staple's know they should drop Proteva before they alienate any more customers.

Jim of Ursa, IL:
I have a few issues with Proteva. First, the ad (Staples) boasted 7-day shipment from receipt of order, which was faxed to them at the time of purchase before we left the store. I finally got it about 4 weeks later. No big deal, but you know how it is when you're anxious to get a new toy.

Next, I had resolution problems that progressively got worse, and eventually my display defaulted to 16-color mode and could not be changed. After several days of attempting to install a different driver I went to the internet for advise. It turns out the video display driver board had a "worm-like" defect, and by installing a specific chip accelerator found on Proteva's utilities disc the problem was instantly fixed. Again, no big deal, but I wish Proteva or Staples would have sent out a notice to their customers. It would have saved dozens of hours of frustration. I still have freeze-ups every once in awhile, and still get kernel errors and other stack faults, but I'll eventually work them out. Again, no big deal.

What is a big deal is that we were chumped on our rebate. We sent them everything that was required and well before the expiration date, and after a month Proteva sent a letter saying the offer had expired. What's worse, they kept the coupons, bar codes, and original sales receipt so I can't resubmit it. I was going to e-mail them when I came across this site, and from what I've read I would probably be wasting my time trying to get my money back.

Sandra of Port St. Lucie, FL
In January, 1999, Staples ran a sales ad for a Proteva computer, monitor and printer package. Included in the package were 3 rebates. The first rebate was on the printer, a Canon BJC-250. The second and third were for $70 and $100 from the Proteva Company. I sent the rebate coupons with the appropriate information to the proper addresses, on 2/3/99. Canon responded in a proper and timely manner and I received the $30 rebate with no problems or questions. I waited and waited patiently to hear from Proteva with the checks for the two rebate requests I had submitted to them.

Finally on May 17, I called the Proteva company, who promptly gave me an 800 number to call for the rebate processing company. The name of the processing company is Continental Promotion Group in Scottsdale, Arizona, and their phone number is 1-800-340-0108. I spoke with a gentleman who informed me first that I was denied the $70 rebate because all of the bar codes required were not included with the request. He informed me that I had failed to send in the bar code for the printer. When I told him that I had a copy of everything I had sent to the company, he decided to check further and came back with the statement that a check for $70 was being cut that very day.

Then we began to discuss the $100 rebate. Again, he told me that I had been denied because of failing to comply with the terms of the rebate coupon. When I asked what I failed to do, he told me I had not included the bar code from the bottom of the monitor box. When I reminded him that I had made copies of everything I had sent, he reconsidered and said that he was entering a reversal in the computer regarding the original decision and that I should have a check in a reasonable amount of time.

My next contact with Proteva was on July 9, 1999, when I called to complain that I still had not received the $100 as promised. He said that he has a contact person, named "Julie", at the rebate center in Scottsdale, Arizona, and that he would email her that very afternoon. He said that it may take a few days to get back to me, but that he would personally follow up on the matter. Trying to give the man the benefit of the doubt, I waited until July 28 to hear from him. When no call or letter came, I telephoned Tom to find out what he had learned from "Julie". He fumbled around with his words for a few seconds, as if trying to decide what story to tell me. When he finally became coherent, he told me that he still hadn't heard from "Julie" and that he would send her another email. I assured him that this was totally unacceptable and that I felt that I had waited long enough to received my money. He said that there was no more that he could do, other than to recontact "Julie" because the rebates were handled strictly by the processing center and they alone made the decisions to pay or not pay, not Proteva. …

I finally gave up with trying to talk any sense with this person, Tom, and called the rebate processing company. I spoke with a representative, named Rosa, who told me that the rebate had been denied. When I told her about the call to the rebate center in May and that the representative at that time had assured me that I would be receiving the $100 check, she said to give her a moment to check further. After "checking further", she said that the hold up was the fact that they were waiting for "approval" from Proteva. I explained to her that "Tom" at Proteva had told me that the total and final decision was made by Continental Promotion Group solely, she said that all she knew was that the computer showed that they were awaiting approval from Proteva. I asked numerous times regarding the person, "Julie", and Rosa just ignored me each time and said that she was sorry, that I would have to contact Proteva.

By this time, I am so angry, I am about in tears. I called Tom back and told him about my conversation with Rosa and he told me to hang on while he tried to reach "Julie" direct. He came back on the line a few seconds later and said that he had Julie on the other line and that for me to please wait while he discussed the matter with her. Finally, when he did come back on the line, he told me that we had a problem. Guess what? I had failed to include the bar code from the monitor. We were right back to square one. I reminded him that I had copies of what had been sent and he said he was sorry, that the decision had been made and there was no more he could do for me. I asked him to give me his name and address and allow me to send him a copy of what I had right in front of me al along. To this he said that it was too late and that the rebate processing center allowed customers five months to resolve any differences regarding their decision and that my five months were now expired.

I asked him how that could be, when I had started the process on May 17, well before any five month time limited could have transpired and he said he was sorry, there was no more he could do for me. This is where the story stands to date. I read the story of M.B. of Oxford, NJ. I had to laugh because they had her address to send a post card to tell her that they could not honor her request for the rebates because she had not included her street address. How in the world did they send her the post card?

Marcia of Lyndora, PA:
I purchased a Proteva computer from Staples in June, 1999. It was "custom built" and delivered in July, 1999. I have had continual problems with the computer. To name a few: constant fatal exception and illegal operation errors, total screen freeze-ups, ccontinual crashes at every use, blank screens while in the middle of a task, graphics scattered all over the screen, no dial tone (I have to unplug the computer to use the phone now), etc. The list goes on and on and on. This is just a sampling.

I have e-mailed tech support, they say they didn't get them. I've called customer service. They say they either can't help me and refer me to someone else or they put me on indefinite hold. I call tech support and they send me to someone else or tell me to do something that AGAIN doesn't work. No one keeps track of my numerous calls, nor do they treat me like a human being. When I tell them that I no longer can even get onto the start-up screen on my computer because it is so bad, they have an excuse. It is like they have wiped my name off of any type of complaint.

Once in a while, I get someone who tries to help, but then I'm told to do this and call the next day or try that and let them know. I didn't spend a lot on this computer, but it was all we could afford at the time. We are trying to survive on one income so I can raise my 4 small children. We have prayed for a computer for so long and finally the opportunity presented itself for us to get one. Now, it won't work and my kids are heartbroken. No one even cares at Proteva. They just want me to get lost. I want a new computer that works! My kids and I deserve that much from them!

We absolutely cannot afford another computer. I t will takes us years to be able to purchase another one. My family bought my kids educational programs for their new computer and they have excelled in school because of it, and this took place in just the short amount of time we were able to use it. Computers are an asset for children as far as their learning goes, as it makes learning so much fun. Now, we are back to square one with no computer and no money to buy another one. My children don't understand, and I don't either!

Shannon of Danese, WV:
I had bought my Proteva computer on February28,1999 at Staples in Beckley WV. When I bought the computer I bought the 3 year extended warrenty for $169.99. I was told today that it is no longer any good as of February 28,2000, and that is whan the warrenty starts. I am wanting to know how I get my money back for the warranty?

Anastasia of Pottsville, PA:
I bought my Proteva in January, and received it in Febuary. It has not worked properly since I have received the computer. I paid $2500. I had spent several years saving this money to buy the computer. It was my first computer.

Since I had the computer it has not worked properly. The first problem it had a bad memory board it. It took them 5 weeks to fix to this problem. However, after the memory was replaced it still did not work. The C.D. rom was not working then and I could not load my software on to the machine. It also would frequently freeze on me preventing me from using it. Every time, I would call Proteva I would be on hold for hours at a time. It was very upsetting to me that the computer did not work. I would spend hours crying over it.

I still question myself for buying a Proteva. It has been very nerve raking. I have lost sleep, and I no longer trust computer companies. Staples where I order the computer has been no help either. They refuse to take it back, and tell me my service contract can not help me either. I am deeply hurt by this whole situation.

Peter of Hamden, CT:
I purchased a Proteva computer after a long and drawn out search debate .I purchased the computer from Staples on 1/25/99. When I first got it the on/off button wasn't connected. Then after intially opening up the computer and resolving that problem I wanted to use my ZIP Drive but it wasn't responding. After some calls and being told to go to the Iomega site and download drivers that didnt do it either I had to open up the computer once again and found that the ZIP wasn't ever hooked up. I also had a problem with my modem that i had to work out on my own after countless calls to vendors of the modem and searching countless newsgroups.

Now I'm having a problem with my computer locking up. I know that i am not the only one being burnt by Proteva and now they want me to pay for customer help to solve what they should be standing behind anyway.Add me to a mad-as-hell list. I'm lucky I only spent $1100.

And finally, Matthew of San Francisco is still seething over a 1994 incident:
I bought a laptop in '94 from Staples. When I placed the order, I asked them to honor their price matching policy, which they agreed to do,and I faxed them an ad for $999. They charged me $250 or so more. I've disputed it with Chase (credit card) and with Staples over and over. My credit is bad because of it. I would like to sue them (Chase or Staples) for 3x disputed charge + interest (about $1,000) under one of the fair credit acts.

Matthew could go to Small Claims Court, assuming the Statute of Limitations hasn't expired. He would need to check local laws.

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