Dell's warranty does not cover virus removal ???

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davidoliver
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Dell's warranty does not cover virus removal ???

#1 Postby davidoliver » Fri Feb 01, 2013 7:22 pm

I have a new Dell desktop with warranty and it got infected with a virus (popups / spyware) last week.
Since, it has a warranty, I called Dell tech support, only to be told that the warranty covers ONLY hardware
I was asked to pay $129 for virus removal !!!
OK, I did understand this, but why an exorbitant amount for the virus removal support ?
Then, I did a bit of Google search for affordable tech support and got to www.computergeek247.com http://www.computergeek247.com , they gave me ONE FULL YEAR support for just $89.00, took remote access of my PC and got all the virus and spyware removed.
So, my question is why does Dell charge such a high amount for virus removal ?
And when I bought my Dell, why did Dell tell me that the warranty covers everything ?

hotrodlincoln
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Re: Dell's warranty does not cover virus removal ???

#2 Postby hotrodlincoln » Sat Feb 02, 2013 1:09 pm

Dell charges such a high amount for virus removal because they can get away with it. Too many of their customers are not willing (or don't think to) make the effort to search the Internet to find a solution to this problem.

As to "why did Dell tell me that the warranty covers everything" when you bought it, that's because the salesman selling you the machine will say anything to close the deal. Once Dell has your money, they don't care about you at all.

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diashto
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Re: Dell's warranty does not cover virus removal ???

#3 Postby diashto » Sun Feb 10, 2013 12:34 am

If you read the warranty paperwork, you'll see that the warranty only covers factory defects to hardware.

Factory Defects means things that went wrong on their own. Not things that you did (i.e. downloading a virus, no matter how inadvertently).

Unless you also purchased the CompleteCare, it also wouldn't be covered if you dropped it and the LCD broke. A warranty is not a 'get out of paying for repairs free' card.

Rinue
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Re: Dell's warranty does not cover virus removal ???

#4 Postby Rinue » Tue Apr 02, 2013 11:02 am

Virus removal can eat up lots of man hours so it is priced high. A virus isn't something that a PC vendor or even Microsoft/Apple would help remove for free.

renako
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Re: Dell's warranty does not cover virus removal ???

#5 Postby renako » Tue Apr 09, 2013 3:55 am

Holy stuff the amount of customers that bitches about this to me >.>
Sure it's expensive and shitty, but your warranty covers hardware unless you purchased software incidents/help.
The person who charged you that wanted his sales quota, it's 50 to reformat 70 something to remove or 129 to crawl through, I always did 70.

Rinue
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Re: Dell's warranty does not cover virus removal ???

#6 Postby Rinue » Fri Apr 12, 2013 3:22 pm

renako wrote:Holy stuff the amount of customers that bitches about this to me >.>
Sure it's expensive and shitty, but your warranty covers hardware unless you purchased software incidents/help.
The person who charged you that wanted his sales quota, it's 50 to reformat 70 something to remove or 129 to crawl through, I always did 70.


Tech support doesn't have quotas...


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