Software Purchase Causes Debit Card Problems
After trying to buy software for an Archos video player, one consumer finds extra "charges" on his account. Plus: A software update removes some features unexpectedly.
Amber Bouman, PC World
Chris Robertson, Grandfield, Oklahoma
OYS Responds: We contacted Archos, and the company's new Web store manager sent Robertson a check for the difference between the correct price and the remaining $43.10 debit. Apparently, part of the confusion stemmed from the fact that two of the apparent charges weren't charges at all. Robertson inadvertently entered an incorrect security code for the first card, and the bank put holds on both transactions. The holds took a few days to clear, but were not actual charges.
Archos says it is working on a redesign of its site that will redirect purchases made using U.S. debit or credit cards to the U.S. store, which should prevent U.S. customers from inadvertently buying from the company's British Web site.
For online purchases I recommend using credit cards rather than debit cards, since the latter have fewer safeguards against disputed transactions.
Also, if you encounter error messages when purchasing anything online, don't assume that the transaction hasn't gone through. Call the card's customer service number if you're in doubt.
Upgrade Loses Features
When Christopher Hill of Miami downloaded an update to the Western Digital Backup software that came with his Western Digital external hard drive, he was unpleasantly surprised to discover that the new version of the program no longer supported the option to password-protect backups. Western Digital support suggested that he use Windows' options for encrypting files and folders.
After we contacted Western Digital, the company sent Hill a copy of Retrospect Backup (which ships with some of its higher-end MyBook drives) and helped him configure the program's password-protected backup feature. Western Digital says it didn't realize that Archos (the same company mentioned in the previous item), which makes Western Digital Backup, had removed features in the update; Western Digital has made the old version available on its Web site.
If you're happy with the free software supplied with hardware, make sure you have a good reason to upgrade it--and complain loudly if you lose features.
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