On Your Side: A Promised Software Disc Fails to Arrive

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

OYS responds: After we contacted Ultimate Internet Security, a company representative told us that at the time Kotrch placed his order, the G Data software was available only via download. When a colleague told the rep that Kotrch had requested a refund, the rep assumed that Kotrch hadn't received the disc and no longer wanted the product; the rep therefore took no further action. Meanwhile, Kotrch was left hanging.

Once we got involved, the representative sent a boxed version of G Data Internet Security 2010 to Kotrch, who says that he's pleased with the program.

If a product you're waiting for fails to arrive, we recommend that you be persistent in your attempts to contact the vendor. Ask the rep for an estimated delivery date, and say that you will follow up if the product hasn't arrived by then.

The Missing Link

Steven B. Bunnell of Norwood, North Carolina, bought PowerDVD 7.0 Standard video-playback software from CyberLink's online store and enjoyed using it. After replacing his laptop's motherboard, he reinstalled Windows Vista and asked CyberLink to send him a link that would enable him to download PowerDVD again. The company did so. Later, he had problems with Vista and installed XP on his computer. He then asked CyberLink several times for another link to PowerDVD, but the company's replies contained only installation instructions. Frustrated, Bunnell asked us for help.

After we contacted CyberLink, a customer support representative provided Bunnell with a link and instructions for downloading PowerDVD.

You never know when disaster will strike. As with your other important data, make a backup of programs you download. Taking this precaution will save you the hassle and potential cost of getting a replacement should you need one.

Rechargeable-Battery Recall

AMX, in cooperation with the U.S. Consumer Product Safety Commission, has recalled about 8600 rechargeable batteries sold with MVP 5000 series wireless touch panels (model numbers MVP-5100, MVP-5150, and MVP-5200i; you can find the number on the back of the unit). A defect in the battery can cause the battery pack to overheat and rupture, posing a fire and burn hazard.

Though no incidents or injuries have been reported, consumers should immediately stop using the touch panels and contact AMX to receive a free replacement battery. For more information, call AMX at 800/222-0193, visit the AMX Website, or e-mail the firm at service@amx.com and include the reference code XPX5000B.