Dell
Charged $129 for virus fix that moved my downloads

My default browser is Firefox. I have a quick launch icon on my desk top. It would not work, but I could access it by using my Explorer browser, which I did. Once I was into Firefox everything was fine. I had 92 e-mails which I opened and disposed of. Also while in Firefox I opened my side bar. The side bar lists all of my add ons on one side and all of my downloads on the other. The side bar worked perfectly. I try to quick launch, once again it will not open Firefox. I called Dell support I was switched to the software section. They told me that the reason my quick launch would not work was because I had a virus. After telling him about Explorer accessing Firefox. He tells me that I must have it done because it might ruin my computer! Had to be done. I was told it would cost me $129.00 dollars! When I purchased my computer I paid over $300 dollars for insurance on the computer. I was told that the $300 dollars was for hardware problems this is software. I could have bought insurance on the software for a mere $229 dollars. The total would have been $529 dollars extra.

When I purchased this, no one said anything about hardware insurance or software insurance. It was simply "Insurance" on my computer! Listen, I love Dell. Four members of my family have purchased Dells because they saw my computer and heard me speaking in glowing terms of the company. I told them how when I complained about the original speakers sounding tinny, Dell upgraded me to a pair of high end speakers - quot;No Charge" There were several other things that Dell comped me.

After running the Dell anti virus program on my computer, your guy told me it was finished. I wanted to try it to make sure it was working ok, so I clicked on the quick launch icon. Your guy said everything was okay, but he had to go to catch his "Bus". The link was broken and I continue to try it out. It did open okay, but when I opened up my side bar, my add on list was okay but my download list was empty! Your anti virus software evidently moved all of my downloads (approx. 90) I am trying to make a living at Internet marketing and all of my downloads were tutorials, e-books and how to instructions. I paid for several of them.

I went back to the software support people and after quite a while I was told that it would be impossible to move my downloads back to my sidebar? He showed me how I would have to access them now. I had to click on computer, then I had to click on my name, then I had to click on the download folders then I had to search for the downloads and click on them. Prior to the $129.00 dollars "fix" all I had to do is move my browser several inches to the left and click on the download. I still love Dell but honestly this has been a terrible experience for me. I felt I was overcharged. Left hanging so your man could catch his "Bus" Took me twenty minutes to get back to the software section, then I had to go through the whole thing again. Then I was told that my moved downloads could not be moved back again. Am I being picayune about this? Probably, but I feel like I was way over charged. I am not at all satisfied with the whole experience. What more can I say? Because of this experience I probably will never use this Dell support system again. I am sure in the grand scheme of things my little complaint will go nowhere and I will have this bad taste in my mouth for a long long time. It is a shame because I love Dell and I have had nothing but great experiences with them up until now. Thanks for listening, Bob.

Company: Dell
Country: USA

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