Customer Complaints Kimmel points to Gateway and Dell Computer as two of the biggest troublemakers for consumers. In the lawsuits he has filed thus far, users often complain of calling the vendors' help desks and finding either that it takes too long to reach customer service or that the companies often blame the problem on the software or various applications not their hardware. The PC industry admits to a one percent defect rate, Kimmel says. While the technology may work most of the time, he says that vendors should have an enforced responsibility to make sure that that one percent gets help. Kimmel says that the computer is now essential to many people's lives and he only wants vendors to admit their machines can have flaws from the outset and document the ways consumers can fix the problems.
People depend on their computer for many things.
Kimmel has taken 100 of these cases to trial in Pennsylvania and won all of them. Each vendor would have two cracks at fixing problems and would need to provide a new machine after the third problem. If a consumer has to resort to seeking a refund in court, Kimmel wants the lemon law to mandate that the manufacturer pay for the refund and the lawyer's fee if the vendor loses the case. His efforts to enact this lemon law have reached the Pennsylvania House of Representatives. Representative T.J. Rooney sponsored and created the bill with Kimmel.