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Dell, Windows Vista, CD Drive & Viruses

Hi there I need your help please. My CD drive quit working so i took my computer to the Geek Squad since it is still under manufacturers warranty. they ran a diagnostic on it and found that there were over 438 viruses on it and that was what was causing the cd drive not to work. (they tested the drive outside of windows and said it worked fine) i run Trend micro on my system that Best Buy recommends). since this is a software problem it isn't covered under the warranty and therefore it would be $130 for them to clean up. Their alternative for me was to restore my computer to the out of box state. They forgot, my cd drive doesn't work!! do you have any suggestions? thank you in advance

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  • Chongris Oct 12, 2008

    But they said the cd drive ran fine when tested outside of Windows Vista?? So they won't replace it and even if they did, they said I would have the same problem because of the viruses.

  • shorty4life_ Nov 17, 2008

    When I put CD's in the CD drive, the computer starts to make noise like it is ready to run the CD but it does not. How do I fix the problem with out taken it to the Geek Squad and spending a lot of money.

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Viruses can cause any kind of problems, even if it is uncommon sure they can make a CD temporarily unoperative on Windows.

If the CD is not working , then probably that was a fault not related with the virus problem.

Call them back , and complain about the hardware fault, that is covered for sure, and it must be repaired under guaranty.

If you are not happy with the current repair service call Dell, you will be given a different service.

Posted on Oct 12, 2008

  • Ginko
    Ginko Oct 12, 2008

    Note : regarding the virus, that is true, warranty only covers the system restore to factory service.

    If you want to preserve your data and settings, you have to do a backup yourself, or perform a thorough system cleanup using antivirus software and debugging tools.
    For this kind of jobs better calling a local technician, rather than having this service done from factory.


  • Ginko
    Ginko Oct 12, 2008

    The only other option do a backup of all your files and send it back to restore the system, then they will have to replace the DVD if it does not work.

    If the problem is software, the only way to fix it is reinstalling windows, this will reset your settings and ou need to backup your files.

    You can install a DVD RW and see if it works, or have it installed at a local shop, and see if it works, but better to save your data , bearing the annoiance of the computer back to new, with the advantage that the job will be covered entirely by warranty.

    Here is a sample of replacements.


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Posted on Jan 02, 2017

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