Dell Customer Support still needs work
Dell Customer Support was called regarding a client who purchased a Dell computer with Microsoft Windows Vista Business installed, and who wants to remove Microsoft Windows Vista Business because it just doesn’t work, and install Microsoft Windows XP Pro - which per the Microsoft website, he is legitimately entitiled to do.
When Dell Customer Support is called however, they will tell you that you must purchase a copy of Windows XP Pro and when you refute that, they will send your call to Microsoft who will refer you to the above link and tell you that Dell must provide you with this key.
Can you see a Catch-22 going on here?
Unless you want a SERIOUS case of frustration, I suggest that any of you non-technical consumers out there do two things:
a) DO NOT purchase ANY computer with Microsoft Windows Vista pre-installed if your purpose is business use of that computer.
b) What ever you do, make sure you know EXACTLY what you want if you purchase a computer from Dell BEFORE you purchase it, because if you don’t you will be translating the Dell Customer Support phone greeting to “Welcome to Hell” very quickly.
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Update added:
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After being on hold with, and talking with Dell Technical Support and Dell Customer Support for a total of more than 3 hours over a two-day period, a real English speaking person agreed to send a Microsoft Windows XP Pro CD.
My thanks and appreciation to this person for being able to reason.
However, one should not have to go through hell to get to Dell
Especially for something that one is legitimately entitled.
2 Comments for "Dell Customer Support still needs work"
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» Michael
01/29/08 @ 8:28 am
That’s really weird with the key. I always thought that Dell is interested in customer satisfaction. How can it be that it takes so long and so many phone calls to get a legal license key? And in addition it is really a shame that you only get pre-installed the Windows Vista version when you buy a Dell-pc. Dell should listen a little bit more to its customers!
» Dan
02/21/08 @ 1:59 am
@Micheal:
Actually, now you CAN get Windows XP pre-installed (from any OEM until June, 2008 at this point.) As to why it took so long - they have to spend extra money to provide another key… And to be fair, they are listening as they are part of the reason that the end of the sale of XP was moved from Jan 2008 to June 2008.