Option-Packing Adds Needless Costs to Dell Computers

MrConsumer recently ordered a new Dell desktop computer since his old one was just over 10 years old. Even with discounts and waiting for a good sale, his new pc was still going to cost about a thousand dollars.

Dell lets you customize your computer to a degree by adding, upgrading, or removing certain components such as memory, SSDs, or the video card. They also state the increase or decrease in price as a result of any change.

On the same customization page at the end, Dell includes a section on software. Here, you can see that the computer comes with McAfee antivirus.

Only if you look at the detailed online invoice after you make your purchase, which is not emailed to you, do you see that you actually purchased McAfee.

*MOUSE PRINT:

McAfee wasn’t a freebie that Dell threw in with my purchase, they charged me $31.58 plus tax for a year’s subscription to it, that I neither asked for nor wanted. And in fact, I uninstalled it when the computer arrived as Windows 11 comes with Microsoft Defender built in.

My first request to Dell to get a $31.xx refund went unresponded to. My second request took Dell at least two weeks to process, but I just got a phone call saying they would make an exception and give me a $33.55 refund.

The internet is filled with complaints about Dell tacking on charges to computer purchases for what generally would be considered optional add-ons. I can’t believe some class action lawyer has not gone after the company for this practice that has apparently been going on for years.

We asked Dell to comment on their practice of forcing computer buyers into the purchase of McAfee. A spokesperson responded:

McAfee+ Premium protection is included in the price of that system and listed in the specifications on the webpage. We offer this to provide our customers with a security suite that helps protect their device, identity and privacy. It includes antivirus, identity monitoring, VPN and more. The invoice provides a more detailed price breakdown of the system, including all SKUs that make up the system. The invoice price will match the price listed on the webpage, ensuring that, prior to purchase, customers are informed of the total price they’ll pay for the specifications listed.

All that sidesteps the issue we raised that it should be the customer’s option to purchase or not purchase McAfee and the price should be disclosed before purchase. What do you think?