Several months ago, I purchased an Averatec notebook to use for video editing. But when I tried to download video from my camcorder, the notebook’s FireWire port failed to work. I had to pay $26 to ship the notebook to Averatec for repair.
When I got it back, however, a different problem arose: The notebook would boot only when hooked up to the AC adapter, and the system’s power meter indicated that no battery was present.
I don’t feel I should have to pay for shipping again, since I only just got the notebook back, but Averatec’s support representative insisted that I would have to because the notebook was being returned with a new problem.
Tem Mills, Fairfield, California
On Your Side responds: We contacted Averatec’s Barbara Bridges, who told us that, contrary to the tech support rep’s claim, the company normally doesn’t ask a customer to pay more shipping charges for a unit that had just been returned. Bridges says Mills’s experience may have stemmed from Averatec’s recent switch to a new call center: The support representative who talked with Mills may not have been aware of the company’s policy.
Bridges arranged for expedited pickup, repair, and delivery of the troubled notebook at no cost to Mills.
The moral of this story: Don’t hesitate to complain repeatedly–or to ask to speak to a supervisor–when a vendor hits you with a seemingly unfair service charge.
