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Old 6th December 2017, 12:11 PM   #1
wasapi
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Help, advise needed!

So, about 5 months ago I bought a new, cheap Dell laptop for $200. It has been nothing but trouble, which has caused me to phone Dell tech support several times. Then, a few days ago I got a virus, and once again I called.

I was told that the virus could be taken care of, new protection would be installed, and the on going problem of it being so slow would also be fixed. I gave them my credit card info to buy the protection.

The virus was gone and the computer working, but it was still running frustratingly slow.

This morning I received notice from my bank that I was overdrawn. It turns out Dell tech charged me $400, though I am still under warranty.

How should I handle this? I wrote Dell, and am getting ready to call my bank. Can anyone advise me?

Thanks so much.
Julia
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Old 6th December 2017, 12:22 PM   #2
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Dell charged you $400 for virus removal and protection?
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Old 6th December 2017, 12:31 PM   #3
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I am concerned that you may not have actually been talking to a genuine Dell tech representative. It sounds like it could have been a scam or fraud.

Can you explain your certainty that the person(s) helping you was legitimate?
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Old 6th December 2017, 12:34 PM   #4
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Originally Posted by William Parcher View Post
I am concerned that you may not have actually been talking to a genuine Dell tech representative. It sounds like it could have been a scam or fraud.

Can you explain your certainty that the person(s) helping you was legitimate?
I think this is what happened. Check with your bank and contest the charges. Even charges to a debit card can be contested. You have the same protections that you would have with a credit card.
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Old 6th December 2017, 12:37 PM   #5
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Yeah, $400 is way wrong. If you were not aware that they were charging you $400, I'd contest it with your bank ASAP and then try and figure out who exactly you were talking with.

Did you contact them or how did the contact occur?
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Old 6th December 2017, 01:45 PM   #6
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Now she can't respond because ransomware.
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Old 6th December 2017, 02:54 PM   #7
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Thanks everyone. My bank just filed a claim, and they said they would try to have the money reversed and put back into my account. I feel stupid. After spending a total of 6 hours on the phone with tech support, the computer still runs as poorly as ever.

I don't know what type of reputation Dell has overall, and I don't know if the one I bought is just a lemon. I do know that I have had nothing but trouble with it almost from the beginning.
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Old 6th December 2017, 02:58 PM   #8
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The $400 sounds like "dealership" prices, although they should have confirmed the amount first.

As for the speed issue, what's the spec of the PC? Despite the marketing not all i5s (for instance) are the same, there's a whole range that goes from "not fast but doesn't use a lot of power" to "Full on gamer". This page gives you an idea of what to look for
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Old 6th December 2017, 03:04 PM   #9
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$400÷6=$66 per hour. That might be a legitimate rate for computer consultation. But that's way too long to get you done. If the techie is working on commission or bonuses they might string along a novice user for their own personal profit.

Anyway, your computer already came with antivirus so you had protection.
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Old 6th December 2017, 03:05 PM   #10
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Originally Posted by wasapi View Post
Thanks everyone. My bank just filed a claim, and they said they would try to have the money reversed and put back into my account. I feel stupid.
Don't. They are good at what they do.

Quote:
After spending a total of 6 hours on the phone with tech support, the computer still runs as poorly as ever.

I don't know what type of reputation Dell has overall, and I don't know if the one I bought is just a lemon. I do know that I have had nothing but trouble with it almost from the beginning.
Dell is typically well regarded as a mass brand. In that price range it looks like you are getting a celeron processor and 2 (maybe 4) gigs of RAM. Enough to surf the web, I guess. The difference may be in whether you are trying to use Windows 10 on that hardware or Chrome, they seem to offer both. I would think Windows 10 could be a a bit much for such a simple system, but I don't really know. Chrome gets a bad rap, but may be a better option for a simplified system.
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Old 6th December 2017, 03:22 PM   #11
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When you pay someone to remove a virus, all they do is google how to remove the virus and then charge you money for something you could have done yourself for free.
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Old 6th December 2017, 05:04 PM   #12
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If you have malware, you should really nuke and pave the operating system and not rely on any software package that claims to remove them(it works for much malware, but no guarantee). It is possible to remove and verify and ensure its removal using complex tools and analysis but that requires real effort and expertise.
Reinstalling the OS from scratch on a somewhat regular basis is a good practice anyway.
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Old 7th December 2017, 04:20 AM   #13
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Originally Posted by Dr. Keith View Post
I think this is what happened. Check with your bank and contest the charges. Even charges to a debit card can be contested. You have the same protections that you would have with a credit card.
There are two very important differences:
http://money.cnn.com/2013/12/20/pf/e...rds/index.html
Quote:
Under federal law, your personal liability for fraudulent charges on a credit card can't exceed $50. But if a fraudster uses your debit card, you could be liable for $500 or more, depending on how quickly you report it.
Quote:
Plus, if someone uses your credit card, the charge is often credited back to your account immediately after it's reported, Ulzheimer said.
Yet, if a crook uses your debit card, not only can they drain your bank account, but it can take up to two weeks for the bank to investigate the fraud and reimburse your account.
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Old 7th December 2017, 04:58 AM   #14
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Originally Posted by wasapi View Post
Thanks everyone. My bank just filed a claim, and they said they would try to have the money reversed and put back into my account. I feel stupid. After spending a total of 6 hours on the phone with tech support, the computer still runs as poorly as ever.

I don't know what type of reputation Dell has overall, and I don't know if the one I bought is just a lemon. I do know that I have had nothing but trouble with it almost from the beginning.
What model Dell is this? For $200.00 new, it can't be much of a laptop, but even a chromebook will surf the internet just fine.

What is running slow, exactly?

Is it the computer that is slow, or the internet that is slow?
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Old 7th December 2017, 06:07 AM   #15
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Did you look up Dell's number and call, or did you get a warning on your computer screen asking you to call a certain number?
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Old 7th December 2017, 06:48 AM   #16
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These are sub $200 laptops from Dell:

http://www.dell.com/en-us/shop/cty/p...97239035629860

Intel® Celeron® Processor N3060
Windows 10 Home 64-bit English
2GB, 1600MHz, DDR3L
32GB eMMC

That is going to run like a dog, and I don't mean a greyhound - more like a Basset Hound.
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Old 7th December 2017, 07:57 AM   #17
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They're still making Celerons? I've always mentally added "de" in front of the name.
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Old 7th December 2017, 08:10 AM   #18
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I wouldn't think virus removal was covered by a warranty. They probably charged for it.
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Old 7th December 2017, 02:55 PM   #19
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Originally Posted by paulhutch View Post
There are two very important differences:
http://money.cnn.com/2013/12/20/pf/e...rds/index.html
Very true, and good catch.

My frustration is that there are so many people who think they have no protections with debit cards. Report fraud of any type as quickly as possible and your bank will be of great help. If not, find a new bank.
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Old 7th December 2017, 02:56 PM   #20
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Originally Posted by Trebuchet View Post
They're still making Celerons? I've always mentally added "de" in front of the name.
I think they are OK for running chrome, but an actual OS would seem a bit of an ask.
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Old 7th December 2017, 04:29 PM   #21
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As others have mentioned, a $200 laptop is going to run slow no matter what you do..
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Old 7th December 2017, 04:35 PM   #22
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Originally Posted by Darat View Post
These are sub $200 laptops from Dell:

http://www.dell.com/en-us/shop/cty/p...97239035629860

Intel® Celeron® Processor N3060
Windows 10 Home 64-bit English
2GB, 1600MHz, DDR3L
32GB eMMC

That is going to run like a dog, and I don't mean a greyhound - more like a Basset Hound.
Yes, you nailed it! However, the "Basset Hound" is generous. I would have to suggest a senior, blind, 3 legged Basset Hound.
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Old 7th December 2017, 04:49 PM   #23
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Originally Posted by William Parcher View Post
I am concerned that you may not have actually been talking to a genuine Dell tech representative. It sounds like it could have been a scam or fraud.

Can you explain your certainty that the person(s) helping you was legitimate?
Yes. I have used the same number to call that came in a booklet with the computer. I have called them several times. The first time I called their tech support was only a couple of weeks after purchase. I have had to call them about once every 3 weeks with one problem after another since then.
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Old Yesterday, 12:42 PM   #24
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Originally Posted by wasapi View Post
Yes, you nailed it! However, the "Basset Hound" is generous.
I would have to suggest a senior, blind, 3 legged Basset Hound.

Maybe get a 32GB Jump drive and install Puppy Linux on it.
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Old Yesterday, 08:58 PM   #25
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Originally Posted by wasapi View Post
So, about 5 months ago I bought a new, cheap Dell laptop for $200. It has been nothing but trouble, which has caused me to phone Dell tech support several times. Then, a few days ago I got a virus, and once again I called.

I was told that the virus could be taken care of, new protection would be installed, and the on going problem of it being so slow would also be fixed. I gave them my credit card info to buy the protection.

The virus was gone and the computer working, but it was still running frustratingly slow.

This morning I received notice from my bank that I was overdrawn. It turns out Dell tech charged me $400, though I am still under warranty.

How should I handle this? I wrote Dell, and am getting ready to call my bank. Can anyone advise me?

Thanks so much.
Julia
That sounds like a scam I nearly got caught-in a few years ago. The scam artists don't want you complaining to the credit cards company, because the CC company will stop taking charges from the. Long Story Short: Contact your credit card company.
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