Reply #13: I've question too.....Help anyone? [View All]

[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, the 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 on this...