Staples

06-04-2023 Deaf customer brought her laptop into the Staples store to have anti-virus added. This laptop is functioning fine with no issues. She purchased this HP laptop at Staples and they service her each year. The clerk advised her that they could not simply add the anti-virus to her laptop this time without a full diagonostic done on the laptop first. So this changed her cost from 79.00 to 369.00 with all the items the clerk added. The clerk was able to include some edits/discounts so he was able to get the cost down to 230.00. When we asked as to why she had to have all these extras and not simply adding the anti-virus like they did the year prior - the clerk explained that that what she had expired and pointed it out as 04-09-2023 on the paperwork. The clerk proceeded to explain that they can't simply add anti-virus without the diagonostic being performed because if the laptop had a virus - it could break the laptop. Is this true? Really? Anti-virus protection can't simply be added to the laptop she purchased from Staples that they have serviced/added antivirus each year since? This was never an issue before today or with all her other laptops she purchased over the years from Staples. I was quite disappointed with Staples today witnessing this take place. For financial reasons she left Staples with her laptop today and no anti-virus added. I hope she wasn't a target being taken advantage of because she is Deaf. I have never heard of a risk to adding anti-virus protection to a laptop until today by your representative.