Dell Computers - Dell Scam to Purchase Services
Solution Station Phone Based Support Single Incident (Level 2) - Complaint
DALLAS, TEXAS -- I called Dell because every time I turned on my computer an error message "GrooveMonitor. exe - Application Error" would appear. I was told I had a virus and was talked into paying $199.00 to have this virus removed from my computer or all of my files would be corrupted and my identity stolen. Aliabbas, the service rep., rushed me off the phone and I found out immediately that Aliabbas had corrupted my computer. I was not experiencing any problems other than this error message before I called Dell. I was not able to access the internet or any items on my desktop after Aliabbas took control of my computer.
I called back immediately, was given the wrong number several times. I finally talked to a Mike. I was on the phone with Mike for over four(4) hours, after which he decided to restore my system to the the way it was before. Mike informed me that GrooveMonitor. exe is not a virus. He finally realized that all he had to do was go into "system configuration" and disable GrooveMonitor so it will stop appearing on my desktop every time I turned on my computer (that took about five minutes). I could have done that. Mike even tried to talk me into buying an expensive clean-up system.
After this call, I immediately sent an e-mail to the supervisor providing detail and asking for a refund of the $199.00. The supervisor gave me another number to call for the refund. After spending over an hour in this effort and speaking to several different people, I was finally told that I will not get a refund.