Troubleshooter: Computer problem

January 4, 2010 5:30:26 PM PST
Nancy Whalen thought she was getting her daughter a great birthday gift by buying a gaming card from Dell for her computer.

The card cost $470. Whalen says when she called Dell to order the part, she read the service code on the back of the computer to make sure Dell sent her the right one.

"When part arrived, I took it to an authorized Dell center," Whalen recalled. "They called and said this will not fit your computer."

So, Whalen called Dell and also had the technician talk to the Dell representative.

"He talked with them and said they would issue a refund," she said.

Whalen waited for a return authorization number and shipping label but nothing came.

"I started calling and e-mailing Dell to get that," she said.

But still nothing came, so she kept calling Dell.

"They said I was now outside the 30-day return period," she recalled.

"I was out the money for the card and the $60 I paid to get the card installed," she said. "At that point, I decided to call the Troubleshooter because you get results."

ABC11 got in touch with a Dell rep and Whalen got a call from Dell with good news.

"She said they would refund the whole purchase back to my Dell account," said Whalen.

A $470 dollar refund, plus she says Dell was refunding her the $60 she paid to have the card installed.

A rep with Dell told ABC11 they would work directly with Whalen to get the issue resolved, which they're doing. A Dell rep told her the gaming card could work with her daughter's computer, but she would have to get a different motherboard, which is an additional expense that Whalen said was not an option.

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