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Free lemon-aid for computer owners.(Memo To Members)(Editorial)
If the computer you buy turns out to be a lemon, you shouldn't be stuck with the bill--or a huge hassle trying to get it fixed.
As one reader put it, in a letter to the maker of his computer, "This is the saga of a disappointed customer who ordered one of your beautiful new machines, tried to use it, tried repeatedly to obtain help from your support people, and finally gave up in disgust."
Of the 15.9 million desktop PCs sold in 1999, CONSUMER REPORTS estimates that 2.5 million had serious problems within the first month of ownership, with some 800,000 of those totally inoperable at the time the buyer set up the machine.
Until now, consumers with a problem PC have had to find their own way through a maze of warranty limitations, fix-it-yourself tech support, confusing legal protections, and, sometimes, recalcitrant manufacturers. It's difficult to see where to start or how to execute the campaign it may take to get action.
That's where "Help for Problem PCs," a new service available free from Consumer Reports Online, can help. Its three sections will guide your strategy:
* The Action Plan lays out the most efficient and effective step-by-step procedures you need to follow in order to get retailers and manufacturers to fix a problem.
* The Action Library provides crucial information you need to argue your case, including the latest recalls and links to applicable consumer-protection laws.
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