Submission + - Getting What You Paid for from Dell
Barabbas writes: "So, I like Dell computers. I think they run well if you don't abuse them (like everything else) and I've had reasonable success with customer service...until today. Last March, I purchased an Inspiron e1505 with a lot of pre-installed software extras (I had to spend a certain amount in order to get a refund). These programs were not out of the ordinary: PowerDVD, Sonic MyDVD, and Paint Shop Pro. Turns out, I did not receive the installation media for these programs. I read around online and the general consensus seemed to be that the installation CDs for these programs had to be requested separately (even though you pay for them when you buy the system).
Let me outline my request process (my thoughts are in parentheses):
Call #1:
Dell Rep: Can I please get your service tag?
ME: Sure, it's blah blah.
Dell Rep: Can I verify your name and address?
ME: Sure, it's blah blah.
Dell Rep: What seems to be the trouble?
ME: Well, it seems that I have a few programs running on my laptop (name the programs) that came pre-installed on my Dell and I do not have the installation media to re-install them. I would like to request the installation media.
Dell Rep: So, you need the drivers to reinstall the software?
ME: (Drivers are for hardware) No, I need the CDs to re-install these programs.
Dell Rep: Ok, I'll transfer you to technical support.
Waited forever on hold until hanging up.
Call #2:
Same interchange about address and blah blah.
Dell Rep: What seems to be the trouble?
ME: Well, I need the installation media for blah blah blah.
Dell Rep: Ok, let me transfer you to Electronics and Accessories.
Waited forever on hold until hanging up. I found out later that this person must have thought that I wanted to buy these programs, since this is what the department she was transferring me to does.
Call #3:
For the love of all that is good, my address and service tag have not changed!!!
Dell Rep: What seems to be the trouble?
ME: (Your company's helpdesk is incompetent.) I need the installation media ....
Dell Rep: Alright, sir, I can help you with that.
ME: (SHOCK) You can?
Dell Rep: But, first I'd like to know why you're re-installing.
ME: (VOMIT — it's my computer; what do you care??) I would like to change my system configuration.
Dell Rep: Yes, but is your system running slow with adware, pop-ups, viruses? Has
something been corrupted?
ME: (Gee, no one ever just re-installs their OS for no reason, I guess). Everything is fine — hardware is fine. Software is fine. I just want the installation media. I bought this software when I bought the system and I want the disks so I can re-install it.
Dell Rep: Ok, sir, what you need to do is purchase the Software Warranty and then a Support Specialist (what does that make the guy I'm talking to?) will connect remotely to your system and put it back to the way it was when you received it. Would you some time to consider purchasing the Software Warranty?
ME: (Ya, right — brain exploding) No, I don't need any time to consider it. I'm not buying anything. I've already PURCHASED the software when I bought the laptop. I just the need the CDs to re-install.
Dell Rep: Yes, sir. If it can be verified that nothing is wrong then you will not pay anything (that doesn't even make sense). Otherwise the Software Warranty will be eighty —
ME: Don't you think that if I already bought the software then I should have the right to re-install it??
Dell Rep: Ok, sir, I'm going to transfer you to customer care and you can lodge a complaint with them.
ME: (internally furious) Are you following procedure?
Dell Rep: Yes.
ME: Then tell me why I've called twice before and not been given an hassle and now I'm being told that I have to buy something?
Dell Rep: I'm transferring you now, sir.
Put on hold. Hang up.
Call #4:
Blah blah blah...
Dell Rep: What can I help you with today?
ME: (Well once upon a time, I was young and I decided to call Dell, that was many years ago...) I need some CDs...
Dell Rep: Let me see what we can do about that... > Ok, sir, you're going to have to purchase those programs separately. When you purchased the operating system, you did not get these programs to keep forever.
ME: (this is ridiculous) That doesn't make any sense. If I purchased PowerDVD from some place like Best Buy, then I would have a disk and I could re-install it all I wanted — I own the software. When I bought this system, I purchased the software. Doesn't that make sense.
Dell Rep: Yes.
ME: (AAAAAAAAGGGGGGHHHHHH). Just transfer me to customer care.
Dell Rep: Alright, one moment.
Customer Care finally understood basic computing and was able to help me get things sorted out. I listed the part numbers and the software and they are sending them to me in the next 3 — 5 business days. My experience matches with a lot of other people's experiences with Dell systems. It used to be that when you purchased a computer from Dell that you received the software for everything on that system — not anymore. If you have purchased a Dell and don't have all of the software installation CDs (WARNING: all of the applications that came with your Dell are on the Dell Drivers and Application Recovery CD), then call Dell Customer Care directly at 1-800-624-9897, ext 7266966. Have your original packing slip in hand and tell them that you want the CDs to the software that came with your system (after figuring out what you're missing)."
Let me outline my request process (my thoughts are in parentheses):
Call #1:
Dell Rep: Can I please get your service tag?
ME: Sure, it's blah blah.
Dell Rep: Can I verify your name and address?
ME: Sure, it's blah blah.
Dell Rep: What seems to be the trouble?
ME: Well, it seems that I have a few programs running on my laptop (name the programs) that came pre-installed on my Dell and I do not have the installation media to re-install them. I would like to request the installation media.
Dell Rep: So, you need the drivers to reinstall the software?
ME: (Drivers are for hardware) No, I need the CDs to re-install these programs.
Dell Rep: Ok, I'll transfer you to technical support.
Waited forever on hold until hanging up.
Call #2:
Same interchange about address and blah blah.
Dell Rep: What seems to be the trouble?
ME: Well, I need the installation media for blah blah blah.
Dell Rep: Ok, let me transfer you to Electronics and Accessories.
Waited forever on hold until hanging up. I found out later that this person must have thought that I wanted to buy these programs, since this is what the department she was transferring me to does.
Call #3:
For the love of all that is good, my address and service tag have not changed!!!
Dell Rep: What seems to be the trouble?
ME: (Your company's helpdesk is incompetent.) I need the installation media
Dell Rep: Alright, sir, I can help you with that.
ME: (SHOCK) You can?
Dell Rep: But, first I'd like to know why you're re-installing.
ME: (VOMIT — it's my computer; what do you care??) I would like to change my system configuration.
Dell Rep: Yes, but is your system running slow with adware, pop-ups, viruses? Has
something been corrupted?
ME: (Gee, no one ever just re-installs their OS for no reason, I guess). Everything is fine — hardware is fine. Software is fine. I just want the installation media. I bought this software when I bought the system and I want the disks so I can re-install it.
Dell Rep: Ok, sir, what you need to do is purchase the Software Warranty and then a Support Specialist (what does that make the guy I'm talking to?) will connect remotely to your system and put it back to the way it was when you received it. Would you some time to consider purchasing the Software Warranty?
ME: (Ya, right — brain exploding) No, I don't need any time to consider it. I'm not buying anything. I've already PURCHASED the software when I bought the laptop. I just the need the CDs to re-install.
Dell Rep: Yes, sir. If it can be verified that nothing is wrong then you will not pay anything (that doesn't even make sense). Otherwise the Software Warranty will be eighty —
ME: Don't you think that if I already bought the software then I should have the right to re-install it??
Dell Rep: Ok, sir, I'm going to transfer you to customer care and you can lodge a complaint with them.
ME: (internally furious) Are you following procedure?
Dell Rep: Yes.
ME: Then tell me why I've called twice before and not been given an hassle and now I'm being told that I have to buy something?
Dell Rep: I'm transferring you now, sir.
Put on hold. Hang up.
Call #4:
Blah blah blah...
Dell Rep: What can I help you with today?
ME: (Well once upon a time, I was young and I decided to call Dell, that was many years ago...) I need some CDs...
Dell Rep: Let me see what we can do about that... > Ok, sir, you're going to have to purchase those programs separately. When you purchased the operating system, you did not get these programs to keep forever.
ME: (this is ridiculous) That doesn't make any sense. If I purchased PowerDVD from some place like Best Buy, then I would have a disk and I could re-install it all I wanted — I own the software. When I bought this system, I purchased the software. Doesn't that make sense.
Dell Rep: Yes.
ME: (AAAAAAAAGGGGGGHHHHHH). Just transfer me to customer care.
Dell Rep: Alright, one moment.
Customer Care finally understood basic computing and was able to help me get things sorted out. I listed the part numbers and the software and they are sending them to me in the next 3 — 5 business days. My experience matches with a lot of other people's experiences with Dell systems. It used to be that when you purchased a computer from Dell that you received the software for everything on that system — not anymore. If you have purchased a Dell and don't have all of the software installation CDs (WARNING: all of the applications that came with your Dell are on the Dell Drivers and Application Recovery CD), then call Dell Customer Care directly at 1-800-624-9897, ext 7266966. Have your original packing slip in hand and tell them that you want the CDs to the software that came with your system (after figuring out what you're missing)."
