Computer repair

nhoneymonster

We've been having problems with our computer which we purchased less than a year ago, I phoned Dell who said it was a software problem and there would be a £58.00 charge to fix it! I asked why there was a charge and they said it was due to it being a software problem. I said if I contacted PC World where I bought it would they fix it, the person at Dell said they would charge a lot more than they were doing.

We're going to try and get someone we know who works with computers to help but just wondered if it is usual to charge for a repair even though it is within one year. The first person I spoke to in the hardware team said it sounded like a software problem, but the software team didn't even find out what the problem was before telling me how much the charge would be.

nomoneytoday

If the fault is with the pc then it will be free, if it's down to the software or the user, then it's down to the owner.

The problem is proving it either way

neilmcl

Dell are quite right, they are only liable for any hardware problems. What are the problems you are having?

nhoneymonster

I can see why we would have to pay if we'd downloaded something that had caused the problem but they told me what the charge would be before they'd even found the problem, there was even a message when I was on hold telling me to have my credit card ready!

The first person I spoke to was running hardware tests then part way through said he had consulted someone on it and it seemed to be a software problem. It's a bit strange that he said this before the hardware tests had finished.

nhoneymonster

neilmcl

A couple of problems, there has been a Trojan that we are having trouble getting rid of but the reason I phoned is that the internet browser keeps closing itself down. Maybe this is connected to the Trojan.

It could well be a software problem, I just find it a bit strange that part way through the hardware tests they decided it was a problem with the software when the tests hadn't even finished.

Mark_Hewitt

nhoneymonster wrote: »

neilmcl

A couple of problems, there has been a Trojan that we are having trouble getting rid of but the reason I phoned is that the internet browser keeps closing itself down. Maybe this is connected to the Trojan.

It could well be a software problem, I just find it a bit strange that part way through the hardware tests they decided it was a problem with the software when the tests hadn't even finished.

If it is a trojan causing the problem then 100% certain it is a software problem.

All they will do (and charge you for) is basically reinstall the operating system. It's the only way to be 100% sure of getting rid of whatever nasty has arrived. If you have a system recovery disk, which you should have got with the machine. You can do that yourself for nothing!

Easiest way is just to get a USB stick or writable CD and copy all your documents, files etc onto it, then go through the reinstall procedure, and copy things back and reinstall any software packages you have.

If you continue having the same problems immediately after the reinstall, *then* it's a hardware issue.

nhoneymonster

Thanks, I'll have a look for the disc!

reuben23

.........scan your stick or disc when you decide to copy back.

neilmcl

nhoneymonster wrote: »

neilmcl

A couple of problems, there has been a Trojan that we are having trouble getting rid of but the reason I phoned is that the internet browser keeps closing itself down. Maybe this is connected to the Trojan.

It could well be a software problem, I just find it a bit strange that part way through the hardware tests they decided it was a problem with the software when the tests hadn't even finished.

Dell are not going to replace a laptop just because you've managed to get it infected with a virus.

pendulum

It's definitely a software problem, and its definitely not a problem covered by warranty. It's perfectly normal for Dell to charge to fix the problem, and if you take it to PC World, they will charge you too.

I'm surprised that you're surprised Dell want money to fix this.

Laz123

Mark_Hewitt wrote: »

If it is a trojan causing the problem then 100% certain it is a software problem.

All they will do (and charge you for) is basically reinstall the operating system. It's the only way to be 100% sure of getting rid of whatever nasty has arrived. If you have a system recovery disk, which you should have got with the machine. You can do that yourself for nothing!

Easiest way is just to get a USB stick or writable CD and copy all your documents, files etc onto it, then go through the reinstall procedure, and copy things back and reinstall any software packages you have.

If you continue having the same problems immediately after the reinstall, *then* it's a hardware issue.

The only problem with this is there is a chance the malaware will be copied onto the flashdrive, so when the data is copied back the problem will still be there.


The £58 charge is a good deal because your warranty then lasts for 6 months and you get another two troubleshooting instances. What Dell can do is check your whole system by remote assistance.

If your onboard av can't get rid of the trojan then do an online scan with Trend Micro http://housecall.trendmicro.com/uk/ which should eliminate it.