Question re: Computer tech support issue. Anyone know if this is normal?

[Crystal Clarity]

I recently downloaded something that caused my laptop to freeze up. I called Dell tech support and after determining that there was nothing wrong with the hardware, the tech guy routed my call to another guy.

This tech guy said it was a configuration or (compatibility?) issue which meant, he said, that he could help but it would cost me $129 bucks for "the incident". That, or for $199 I could be covered for 3 "incidents". Has anyone heard of this? Is it normal procedure to charge for a software issue? :shrug:

BTW this laptop is only 2 months old and I have a 36 month warranty on it. When I mentioned this fact, the Dell software tech guy said that my warranty only applies to the laptop's hardware. I reluctantly paid because I had no idea what else to do.

So anyway, the question is:

Is this normal procedure, or was I screwed out of the money? I'd appreciate anyone's thoughts....

[MrCoffee]

1. I think you got screwed

[hobbit709]

2. Ditto on screwed and it's normal procedure for Dell.

[Crystal Clarity]

4. So does that mean their differentiating

between software and hardware tech support issues is just a red herring type thing, so that they can take more of my hard earned?

I unfortunately know very little about computer problems so I suppose am a bit of a sucker in this regard. :-(

[hobbit709]

6. Their warranty only covers their product

It only covers the hardware. They don't really cover any issues with their own preloaded software much less anything you install. Of course none of the companies will cover that. If the OS has a conflict with any application not even Micro$haft will cover that.

If you have any issues in the future, look up a local computer shop. They will help you for a lot less than what Dell or the Best Buy Geek Squad will charge.

[Crystal Clarity]

7. Thanks

I will keep that in mind. And be WAY more picky about what I download!

[blogslut]

3. I feel for you

But yeah, charging extra for detailed support is pretty common with computer manufacturers/retailers. It's just another form of upselling.

If you've got a brand spanky new laptop, then downloading and installing legitimate software or a file shouldn't cause your machine to freeze up. My guess is that the flaw lies in what you downloaded. If it's a software program get rid of it with the FREE version of Revo Uninstaller:

http://www.revouninstaller.com/revo_uninstaller_free_download.html

Scroll down to the bottom of the page and the link to the freeware version is there at the bottom of the checklist.

If it's a file of some kind, well...it depends on what it was

[Crystal Clarity]

5. Thanks for the help

But this happened a couple of weeks ago and after 2 hours of the tech guy having me try different things, he finally had me resort to basically starting all over. (I don't know what that would be called in computer-speak) but to me it was a pain in the *ss. :argh: Fortunately I lost nothing important...

Thanks so much for the suggestion though! :hi:

ETA: I'll keep your suggestion in mind in case it happens again.

[hobbit709]

8. Download a copy of Ubuntu Linux

And burn a CD with it.
http://www.ubuntu.com/

Get some flash drives to back up your data on. You can boot live from the Linux Cd without doing anything to your hard drive and you can access all your documents, etc. on the hard drive and copy them to a flash drive and save them. Then if you have to format and reinstall Windoze you have all your data backed up.

[Crystal Clarity]

9. I wish I had come to you guys when this happened

Oh well. You live and learn I guess. Thanks!

[struggle4progress]

15. Consider posting in the Computer Help and Support Forum when you need help

[HopeHoops]

10. Dell's tech support sucks moose cock.

That is NOT normal. They should even help you with a full system restore if necessary - back to factory condition.

[Crystal Clarity]

12. Well they did

but for a price.

After the tech guy and I got it up and running again, he did all the restoration things remotely from his location in India. It was kind of bizarre watching his little arrow moving about on my computer clicking on things to reset it.

[Redstone]

11. I believe that Staples offers a "free computer tuneup."

Redstone

[Crystal Clarity]

13. Thanks Redstone

That's good to know. :hi:

[struggle4progress]

14. I bought a Dell in 1998 with some warranty support, and the machine

started to crap out in 2001. I spent hours on the phone with Dell tech support over a Windows issue, and they gave me no crap about it at all

I think you got screwed