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Dell Support Ticket - Viruses???

Dell Support Ticket

Viruses??? - Dell software support

Created By: Devisor's Picture Devisor Last Reply: Devisor's Picture Devisor
Priority Level: [Low] Status: [Open]
Created: 8 years ago Last Updated: 8 years ago
Department: N/A Replies: 0
Product: Dell software support

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-"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 rettman.


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