CD Computers

Initial Business Response /* (1000, 12, 2015/10/27) */
A virus removal was completed on Sept 10/15. On Sept 22 the customer returned with the computer complaining of more pop-ups. We checked and found that a program had been downloaded on Sept 19 that had caused a minor viral infection. As a...

courtesy, we performed another virus removal. We did not charge for this additional service. On Sep 26 she returned again saying the system was still infected. As per our standard policy when we are unable to remove all the viral programs, we perform a reformat of the hard drive so that the system can be guaranteed to be virus free. The cost for a reformat of a hard drive, reinstallation of windows, performing all updates and configuring drivers is $180.00. Our 30 day warranty policy is to refund the $130 virus removal cost and charge the difference between the virus removal of $130 and the reformat of the hard drive of $180 which is $50.00. We also offered to do a data backup for free which in her case was worth $80.00. We are still willing to perform these services for the additional $50 until the 15th of November, 2015.
Initial Consumer Rebuttal /* (3000, 14, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once we picked the computer up for the 3rd time (each time we picked it up it was worse, as soon as you opened internet explorer the virus took over)we contacted our internet service provider [redacted] and they walked us through clicking the "Free upgrade" button in the bottom corner. The computer is magically fixed now. CD computers charged us $130 for virus removal that was never removed, the virus was in the old version of internet and when we did the free upgrade the computer works perfectly. The September 19 incident they are referring to is that I asked CD computers if I could install a program ([redacted]) they told me "no problem" but it was always the same original problem.
I would like a refund as CD computers never did/nor did they need to remove a virus as all we had to do was to upgrade our [redacted].