Scanner trouble

Q. Sandra delos Santos writes: "I bought a scanner from a computer store in one of the malls in Metro Manila but I could not install it because the driver would not work. I called the store a few days after and spoke to Alex, the person who sold the scanner to me.

"He told me that the particular scanner model I bought was having installation problems with Windows XP systems, on which, incidentally, my computer runs. He advised me to change the unit to another brand and pay for the difference if the cost was higher. I could also get a refund or wait for the new driver the supplier was going to send. The delivery of the new driver would take three months.

"I decided to wait for the new driver.

"I got a copy of the new driver and tried to install it. Still, it would not work. I went back to the store to get a refund. However, Alex told me the store would no longer give a refund. What should I do?"

A. It seems the scanner you bought cannot be installed into your computer at all. The store has to replace this unit since the driver still would not work. Or, you could get a refund.

Another alternative is to get a different brand. Incidentally, before you bought the scanner, you should have been informed by the seller that the item you were buying had installation problems with a particular system. With that, you could have adjusted your choice accordingly.

Try to talk to someone with a higher rank at the store where you bought the scanner. Alex may not be in the position to decide on this matter.

If you still do not receive a favorable response, write a letter of complaint to DTI-NCR, 12/F Trafalgar Plaza, H.V. dela Costa St., Salcedo Village, Makati. Address your letter to DTI-NCR Director Luwina Enecio. For follow-ups, you may call 81ó8231 up to 33, local 1204.

(You may send your consumer complaints and comments to the Bureau of Trade Regulation and Consumer Protection, DTI Bldg., 361 Sen. Gil Puyat Ave., Makati City. Call us at our consumer hotlines at 896-5740 or 890-4938 or e-mail us at www.e-reklamo.net.ph)