Now free with every new Dell - no software support!
Christopher Muto
now it is officially 0 days.
I am not talking about 'how to' questions, I am talking about functionality
problems/errors with the software not doing what it is supposed to do.
Received a new Vostros and had a problem with Windows 7 / Internet Explorer
8.
Called to discuss it with Dell and was told that a brand new Dell system
does not come with any software support.
The technical support people told me that they only can help with hardware
and so transferred me to software support.
The software support people wanted me to pay to even discuss the matter and
said that new software bundled with new computers comes with no support.
Customer service confirmed this.
Dell refused to allow me to return Windows 7 because it came bundled with
the system. The only option was to return the entire system.
When asked about restocking fees I was escalating to another customer
service person who ultimately offered the return of just the media (Windows
7 Pro) for a $62.97 credit. And someone along the way he also offered a
$100 coupon. But neither of these things solve the problem. This was our
test Windows 7 machine and it looks like it will be going back and that this
particular office will not be upgrading their aging Dell Workstations, Dell
Laptops, or Poweredge Server with Dell.
Daddy
It doesn't surprise me to read that Dell offers no software support on
their machines -- what surprises me is that they offered it in the past.
Dell is a hardware company, not a software company.
If you can demonstrate that the factory download is in some way
defective, you have a warranty claim. Otherwise, we're on our own,
software-wise.
One of the bigger marketing lies in the sale of computers, IMO, is that
you're not actually buying a computer from Dell. You're buying hardware
from Dell, an operating system from Microsoft and applications from who
knows how many vendors. No one has overall responsibility for making
sure your computer works properly.
Dell is just an assembly plant. If they assembled your computer
correctly, they did their job.
Sorry if the above sounds cynical.
Daddy
Ben Myers
Dell is not even an assembly plant. Contract Electronics Manufacturers
(CEM's) do the actual assembly. Third parties do the hardware warranty
support. But, you know, it is the same with HPaq, Acer-eGateMachines,
Toshiba, Sony, etc etc etc. For small businesses, Dell and the rest
offer no more expertise than the Home Shopping Network.
And just try to get some decent tech support from Microsoft!!!!
Now if you are a LARGE enterprise, e.g. Fortune 500, Wall Street
financial titan, or government agency, this is all a very different
story... Ben Myers
Ben Myers
And the computer industry has been this way for a long time now.
They've gotten away with the lie for such a long time because nobody has
the balls or the public visibility to call them out. But, hey, it's no
different than health insurance or credit cards or banking in this
country of ours, of the corporation, by the corporation, for the
corporation, no matter which political party is in power.
Sorry! I got caught thnking about the big picture again... Ben Myers
Daddy
This time I agree with you, Ben. (I /usually/ agree with you.)
So many products and services are not actually provided or even
conceived by the company that sells them. The seller merely slaps their
name on a blend of outsourced products and services...and the consumer
has to fend for themselves.
Daddy
Christopher Muto
news:he48kj$lbm$1...@news.eternal-september.org...
I don't think that is cynical, but I think it is wrong. Dell sells the
software, an oem version of the software, branded with their name, and they
get it at a discount from Microsoft's regular retail pricing because
Microsoft shifts the burden of support to Dell. Dell's own technical
support policy (link below) states that "Dell provides limited technical
support for the system and any "factory-installed" software and
peripherals*." In reality they do not offer any support. They immediately
engage the user in a dialog of fee collection before they will even discuss
a software support issue. Apparently what they mean by limited support is
that it is limited to people that don't need support ;)
http://support.ap.dell.com/support/topics/topic.aspx/ap/shared/support/en/technicalsupportpolicy?c=ap&l=en&s=gen
William R. Walsh
> It doesn't surprise me to read that Dell offers no software support on
> their machines -- what surprises me is that they offered it in the past.
>
> Dell is a hardware company, not a software company.
It should come as a surprise. At the very least, Microsoft will tell you
that your computer vendor (OEM) is *the* source for software support should
you need it. Other software vendors are likely to do the same thing. That's
not to say they will be helpful, just that they are obligated to support the
software they sold. The license agreement should back that up.
> One of the bigger marketing lies in the sale of computers, IMO, is that
> you're not actually buying a computer from Dell. You're buying hardware
> from Dell, an operating system from Microsoft and applications from who
> knows how many vendors. No one has overall responsibility for making
> sure your computer works properly.
That's not quite true either. Dell may not have to warranty the
uninterrupted or error free operation of a machine (as IBM used to put it in
their PS/2 manuals) but they *do* have to provide a system that is fit for
purpose and can reasonably be expected to do what it was sold to do. Laws
might vary from place to place (and I'm not giving legal advice because I am
certainly not qualified!) but in the US at least, there is an expectation
that a product will perform substantially in accordance with its
specifications and advertised features--in other words, that it will do what
it was sold to do. If it does not, Dell is obligated to fix it (possibly at
their expense) or accept the system back for a refund of your purchase
price.
If they don't, public pressure will eventually catch up to them and nobody
will buy Dell products. This has happened to other major computer
brands/makers already for a variety of reasons. IBM lost their hold on the
market to Compaq, Compaq/HP lost it to Dell and the only mystery is who will
take over the majority share of computers sold after Dell loses it. Some say
HP already has, but I wouldn't buy an HP computer for anything because I
find their quality lacking. I buy Dell products now because I feel they are
better in a number of ways than the competition, and because I need to know
that the things I provide will work reliably for the people who get them. In
particular, the way that Dell provides a (largely) crapware free operating
system and REAL reinstallation media (most of the time) does not go
unnoticed or unappreciated.
> Dell is just an assembly plant. If they assembled your computer
> correctly, they did their job.
They're not really even that any more. Only a few Dell systems still come
from Dell operated assembly plants, and most of them are higher end systems.
I'd be surprised if that will continue for much longer. The low end and
midrange home systems are put together by contract manufacturers for Dell.
William
lgree...@srt.com
Walmart) who carries dell products. This store is not a chain but a
local computer outfit. I paid a little for more it by not buying it
mail order, but vendor does provide hardware and software support for
the computer in addition to the 3 year dell warranty, which, btw would
be handled by the store should a problem arise. Thus no calls to dell
support by me. If I had experienced what you just did, I know the
vendor would get it working for me. Since it was new right out of
the box with a problem, it would have been promptly fixed.
Just a thought,
Larry
Daddy
Daddy
lgree...@srt.com
the sense of a Walmart or Kmart. Larry
On Nov 20, 1:08 pm, Daddy <da...@invalid.invalid> wrote:
> Dell sells to independent computer stores?
>
> Daddy
>
Ben Myers
Yes, if you want to become a Dell reseller. I have been approached by
Dell several times, but, honestly, they give a reseller zero price
breaks. The only way to make money selling a new Dell is to mark up the
price and add some value somehow. It ain't worth it. Even buying
quantity of one items, my wholesale price for all the parts to build a
comparable new computer is low enough to be worth my while to build the
occasional new one.
But I get to do the service when someone buys a Dell direct or buys some
real junk at Best Buy, Staples, etc. Most often, the systems do not
have enough memory. And then there are all the viruses, worms, malware
and other software sleaze just waiting to be removed, even when the
owner has up-to-date anti-virus software installed... Ben Myers
lgree...@srt.com
> Daddy wrote:
> > Dell sells to independent computer stores?
>
> > Daddy
>
Ben,
The guy at the store pretty much said the same thing that you are
saying. Not much mark up and he admits that you can get a better price
ordering direct from dell. But if you ever have to use the Dell
support line, well you might as well forget it. At some point it is
worth it to buy locally and spend a little more supporting a local
business. At least, they are there when you need them! Larry
JayB
i'm a reseller of dell here in New York,
and I tell my customers that buying from me will insure they get the
right components. I often will beat or match Dell's price, never charge
them more than what they can find on the web site.
It is true that as resellers, we get no real discounts, but I can take
advantage of some coupons and other weekly specials that customers do
not usually know about.
Those customers who purchase without me usually purchase the wrong
components.
I make money on setting things up and installing in their homes, etc.
very few choose to come to my location to walk out with a unit without
setup services, but I have done that as well for the more tech savvy.
all my customers usually call me for tech support and i do give a
certain amount of free support. if things get more involved, I will
charge hourly for repairs. customers appreciate my service and keep
coming back, and also give a lot of referrals. i seldom call dell, but
if i do need to get a part replaced, i know how to get around the system
pretty well and know how to get dell to quickly give me what i want.
of course, clients also have the right to call dell themselves if they want.
for example, sometimes i tell them to call dell themselves when it comes
to a motherboard swap in a laptop, since that is labor intensive, and if
dell will send a tech to fix it for free, why should they pay me.
i always do what's best for the customer.
jay