Computers

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The World’s Shortest Return Policy

If you buy an app from the Android Market to put on your cellphone or tablet, you do have return rights in some cases. This is helpful if the app does not work, is not compatible with your device, or it is not what you expected.

There is, however, a very unusual catch.

*MOUSE PRINT:

Returning apps

Refund policy

You have 15 minutes from the time of download to return an application [color highlighting added] purchased through Android Market for a full refund. You may only return a given application once; if you subsequently purchase the same app again, you may not return it a second time.

How to return an app:

From Android Market on your phone, visit the My apps page, and select the application you’d like to return.

•Applications that are eligible for return are marked with a ‘Uninstall & Refund’ button. Please note that after the 15 minute return period has expired, all sales are final.

From a practical standpoint, it is almost impossible to fully test some apps in such a short period of time, so your return rights are for the most part illusory. Even if you could fully test an app in 15 minutes, it might take that long to figure out the procedure to request a refund because you probably never paid attention to that when you first purchased the app.

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Dell XPS-15z: The Thinnest Laptop on the Planet?

Dell just came out with a new notebook computer that it is claiming is “the thinnest 15-inch PC on the planet”.

Advertisements sent by Dell via email and on their website in the U.S. look like this:

According to the London Guardian, however, the advertisement a reporter saw there in an unnamed UK newspaper, but did not include in his story, had a little asterisk after the claim. To our trusty mouse, asterisks are like cheese, so he hunted through newspaper after newspaper in the UK to find the suspect ad. And he found it! In an Internet exclusive, here it is (pictured below) and in a fuller view here .


The hard to read disclaimer says:

*MOUSE PRINT:

“Based on Dell internal analysis as at February 2011. Based on a thickness comparison (front and rear measurements) of other 15″ laptop PCs manufactured by HP, Acer, Toshiba, Asus, Lenovo, Samsung, Sony, MSI. No comparison made with Apple or other manufacturers not listed.”

Taking a page from the advertising tactics that we have reported on here, Dell omits computers in the comparison that might actually be thinner than their own. That is like Alamo claiming they are the biggest rental car company* (*if you don’t count Hertz and Avis).

In this case, they exclude Apple, among others. The Apple Macbook Pro is 0.95 inches thick, while the Dell laptop is actually a hair larger at 0.97 inches thick.

From a legal standpoint, Dell is using a hyper-technical definition of “PC”, which in many circles refers to an IBM compatible computer as opposed to a Mac. (Remember the “I’m a Mac and I’m a PC” commercials?) Where the company may have a problem is in its press release, email ads, and website, where it repeats the thinnest claims but does not include any disclaimers.

Does the 0.02-inch extra thickness of this Dell laptop really matter? Of course not. The problem is their use of a tricky claim to proclaim something that really isn’t true.

Thanks to Mark Young for the tip on this story.

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Norton Disables Itself After One Year

A few years ago, Mouse Print* pointed out the tactic that the maker of Quicken (Intuit) uses to get customers to buy an upgraded version of their software: Every three years, they deliberately disable online functionality so you can no longer make electronic payments or download account statements. That nasty policy is unfortunately still in place.

Now comes Symantec, the maker of Norton Anti-Virus, Norton Internet Security, and similar protection products, with an even nastier ploy.

Here is how Norton Internet Security (or Anti-Virus) used to work. You buy and install the software, and you get one year of updates free. (Packages have clearly disclosed that you are buying one year of service.) The updates included new “virus signatures” that would protect your computer from the latest malware threats. These typically might be pushed to your computer at least once day. After your year was up, you would no longer get updates, but the software would still function fully, giving you virus protection, etc., at least for the known threats and the known patterns up until your new updates stopped. Fine, that gave you time to get new software, wait for a sale, change brands, whatever, but still have significant, though not complete protection.

That was then, and this is now. Starting on the day your one year service expires, all protection is stopped (note greyed out areas):

The software completely disables itself along with the protection you previously had, including the anti-virus, anti-spyware, and firewall. Even Windows 7 announces that you no longer have protection, nor a firewall installed (via Norton Internet Security).

When looking at the End User Licensing Agreement (EULA), the fine print that nobody reads when you install a new software program, one discovers the following:

*MOUSE PRINT:

“The Software may automatically deactivate and become non-operational at the end of the Service Period, and You will not be entitled to receive any feature or content updates to the Software unless the Service Period is renewed.”

This language about the product automatically becoming non-functional actually goes all the way back to licensing agreements starting in 2007, but it is unclear if this had been fully implemented until the past couple of years.

Interestingly, on the box top of the software package itself, in what is virtually unreadable two or three-point type, the company is not quite as explicit about the product’s limitations:

*MOUSE PRINT:

“1 Year Protection: With this service you receive the right to use this product on one PC or on the specified number of PCs during the service period, which begins on initial installation and activation. This renewable service includes protection updates and new product features as available throughout the service period, subject to acceptance of the Symantec License Agreement included with this product and available for review at Symantec.com. Product features may be added, modified, or removed during the service period.”

Mouse Print* asked Symantec why they decided to completely disable the product, when they first starting doing that, and whether they would more clearly disclose the new limitation right on the box:

“We do not want to convey the impression to users that simply having an old Norton install with an expired service period will provide them with effective security since they are not receiving protection updates. This could create a false sense of security and lead to risky behavior. ”
…
“The retail packaging for both Norton Internet Security and Norton 360 includes a clear disclosure of the length of the service period together with an explanation that users receive the right to use the product during the service period and to receive protection and product updates released during the service period.”

The company confirmed that since the 2007 edition the product disables itself upon expiration of the year.

A related issue was raised by a reader who noted that if one renews updates when time is still left in the current year’s subscription, such as weeks in advance when you begin to get renewal reminders, one loses the balance of days or weeks left on the original subscription. We posed that issue to Symantec. They responded that if at the time of renewal the customer downloads the latest version of the software, then they do indeed lose the remaining time on their current subscription. If however, they just extend their subscription for another year, but delay downloading the new version (which is free to subscribers), then the extra year will be added to their balance of time. Notice to this effect, they say, appears on the website.

It seems to us that both these practices are anything but consumer-friendly. They may come as a surprise to the customer because of inadequate notice and deny that person the use of the product that they might have expected. The company did not agree, apparently, that the disclosure on the box could be improved.