Hard-Drive Space Held Hostage

A few months ago, I purchased an Iomega USB-connected hard drive that had EMC Retrospect Express backup software bundled with it. I installed the drive and the software, but the software interferes with other applications--and my attempts to remove it have been futile because it is "protected." An EMC representative advised me to get in touch with Iomega, since the package was written expressly for them. But Iomega wanted $25 for a support phone call to show me how to remove the program. Looks like a lot of space on my hard drive is being held hostage for $25. Is there any way to get rid of the program for free?

Bill Barham, Raleigh, North Carolina

OYS Responds: Shortly after we contacted EMC on Mr. Barham's behalf, EMC got in touch with him and helped him uninstall the software. EMC says that customers who get the software for free along with a piece of hardware generally must pay for support for anything beyond basic setup unless they upgrade to an annual service contract, which starts at $130.

It's not unusual for software companies to produce limited-edition versions of programs for inclusion with related hardware in hopes that you'll upgrade to paid versions with more features, or that you'll pay for better support. In general, if you encounter a problem with this kind of software, you should first get in touch with the company that made the hardware product, since that's the product you paid for. If the hardware customer service rep directs you to the maker of the software, ask that rep what level of free support you can expect to receive.

Toshiba notebooks: In August, citing new concerns about battery-related fire hazards, Toshiba recalled about 1400 Satellite and Tecra laptops equipped with rechargeable lithium-ion batteries made by Sony. There have been no reports of injuries but three reports of overheating. The recall, which follows on the heels of a larger recall issued in July, affects Satellite A100, Satellite A105, and Tecra notebooks built between January and April 2006. See the Consumer Product Safety Commission's Web site for details on specific models.

If you own one of these notebooks, you should stop using the battery and contact Toshiba at 800/457-7777 or on their "Sony Battery Pack Recall Programs" page for a replacement. It's safe to use the AC adapter and power cord to run the system until the replacement battery arrives. Toshiba advises customers to use only batteries obtained from Toshiba or an authorized Toshiba retailer.

Nokia cell phones: Similarly, Nokia is offering to replace 46 million cell-phone batteries that may overheat due to short-circuiting while recharging. Nokia has reported about 100 cases of overheating, but no serious injuries or damage. The affected batteries are Nokia-brand BL-5C units made by Matsushita between DeA-A-cemA-ber 2005 and November 2006. Find out more about obtaining a replacement battery at "Product Advisory: Nokia BL-5C battery."

Clarion GPS devices: Clarion has recalled 1500 of its N.I.C.E. P200 Navigation and Entertainment Systems due to battery overheating; the August recall of units sold since May 2006 follows a similar recall of 2500 units last December. See the CPSC's Web site
for additional information.