Marla Miyashiro

I ordered a faux-leather portfolio case for my 7-inch Pandigital Novel e-reader. Pandigital shipped me a rubber shell slip-on cover instead. When I called to notify them of the mistake, I was assured that someone would get back to me, but no one ever did. Three weeks later I called again and was told they were ordering a replacement for me. After waiting another couple of weeks, I called again but couldn't get through, so I filled out a customer service form on Pandigital's Website. I didn't get a reply. It's been another week, and I have received nothing. I'd appreciate your help.
Bob Dooman, Chicago

OYS responds: After we contacted Pandigital about Dooman's problem, a company rep had the correct e-reader case shipped to Dooman by overnight delivery.

I bought an Acer Aspire laptop and an extended warranty from Walmart three years ago. Recently I sent the unit to Walmart's service center for a case repair that they told me was covered under my plan (pieces of the laptop were coming off). A week later I got it back, only to find that they'd damaged it. My wireless antenna now works only half the time; they also cracked the case further and lost some small components. I've contacted Walmart many times, and they claim that the damage is my fault.

Timothy Gregoire, Zachary, Louisiana

I bought an Asus Eee PC Seashell series netbook from Newegg.com. When it arrived, its battery would not hold a charge--and because an internal fan would not come on, the unit overheated. I had not dropped it or mistreated it in any way, so I promptly requested, and got, a Return Merchandise Authorization to have it replaced. I had the unit all packed up and ready to drop off the next day to ship back to Newegg. That night, however, my apartment was broken into and the netbook was stolen. Because the netbook had arrived nonfunctional, I asked Newegg to either refund my money or replace the unit, but they refused. Can you help?

Jen Hawkins, Peoria, Illinois

I received a Windows 7 Ultimate CD from a friend of a friend when Windows 7 first came out, and as I always do, I put it through every test for genuineness that Microsoft had, because I had been tricked into buying a counterfeit copy before. Every one of those tests said it was authentic. Re­­cently when Automatic Updates ran, a notification came saying my copy was not genuine. What should I do? I don't want to buy another copy of Windows 7 Ultimate, and I'm sure this version is real. Please help.

Robert C. Maehl, Louisville, Kentucky

I bought a Panasonic HDTV last year at the Yokota Air Base Army Air Force Exchange Service (AAFES). A month after the one-year warranty expired, the TV would no longer turn on. On Panasonic.net, I found contact information for Panasonic in Tokyo, where I'm stationed. The reps that I contacted said that they wouldn't service an American-made mod­el and that I needed to get service through the store where I purchased the item. The AAFES directed me to a repair service on base that is contracted with Panasonic. After taking my TV in, I contacted Panasonic.com to see if it would cover the repairs, but its reps just referred me back to Panasonic.net (a completely different site). Can you help?

Valarry Smith, SMSgt, USAF, Tokyo

I have been an AT&T customer for over five years and have used or upgraded the company’s services much more than the average person. My wife and I moved to northwest Arkansas and discovered that the cell phone service in our area is very poor. I’ve contacted AT&T many times, and the company says that it is unable to guarantee service in any location. I realize that AT&T didn’t ask me to move to an area that had poor service, but you would think they could give me, a good customer, some consideration when I have a problem. I’d like to switch carriers, but I’m stuck in a contract. Is there anything you can do?

Brian Allen, Eureka Springs, Arkansas

I purchased the RegWork Windows Registry cleaner online but lost my Internet connection before I could download it. The only way to get the download was to pay another $30. I registered a complaint with PayPal and was told that I would get a refund, but the PayPal withdrawal from my checking account showed up on my bank statement, and the re­­fund never did. When I e-mailed RegWork, the company said that it had issued a refund more than two months prior. Can you help?

Ron Morgan, North Olmsted, Ohio

I bought a BFG Tech video card at a Fry's Electronics store and submitted a rebate claim. BFG rejected it, seemingly because the barcode on my box doesn't match the one associated with the rebate. On BFG's site, the barcode on the video card's spec sheet doesn't match the barcode on my box. So all video cards sold with the same packaging as mine are excluded from the rebate. Is this due to a packaging mistake, a documentation mistake, or a mistake on the rebate form?

Eric Bousset, Dublin, California

I bought 23 Lenovo laptops from GovConnection, each with a three-year extended warranty with on-site service. When one of the laptops failed, the service provider, Service Net, refused to fix it, saying they would provide service only after the one-year manufacturer's warranty was over. Later they told us they provide on-site service only within 50 miles of their service center. Then they said that we did not, in fact, have an on-site service agreement with them and that we should pursue the matter with GovConnection. Repeated attempts to do that have proved unsuccessful. Can you help?

Pons Bautista, Brandon, Mississippi

I purchased G Data Internet Security 2010 from Ultimate Internet Security's Website. When I attempted to download the program, I discovered that the process would take about 11 hours over my dial-up connection. I called Ultimate Internet Security to ask if they could burn the software onto a disc and then mail it to me. They agreed. When nothing arrived after a few weeks, I called a second time and was again assured that the company would send me a disc. Five weeks later, and I still haven't received the disc. Is there anything you can do?

Dave Kotrch, Gowen, Michigan

When my Dell XPS 730 desktop computer kept crashing, Dell offered to replace the system. The replacement also had problems, so Dell offered to send another. When I realized that the PC would arrive while I was away, I called Dell to delay the delivery, since they'd charge me for a new PC if I didn't send the old one back within five business days. Unfortunately, the computer arrived just before I was to leave for the airport. I told the FedEx driver to take it back, and I called Dell. We arranged for FedEx to hold the PC and deliver it after I returned, but it was sent back to Dell during my vacation. Dell is convinced I still have it. Can you help me?

Mark Miller, New Fairfield, Connecticut

I used FileDen's file-hosting and online-storage service for about a year. Then I realized that I could save money by getting my own Website to host files. So I transferred my files to the new site and changed my links. However, I forgot to cancel the FileDen service. After PayPal notified me that my annual $49.95 subscription had been renewed, I canceled it, but three weeks later I still haven't received a refund. I can't find a telephone number or e-mail address on FileDen's site. I've sent several messages through their "Contact Us" page and written to the addresses I found within PayPal, but haven't received any response. Can you help?

Joan Fischer, Reinholds, Pennsylvania