Another question about support and warranty.

I remember that in the past, people could get operating system discs reissued through their warranty, free of charge. Even I managed to get two Vista 64 and 32 discs from Dell back when I had my XPS M1730.

Recently, they asked me to run a diagnostic-tool from the Resource Disc. I was unable to locate such a disc so I asked them to send me a copy. Hell, they're giving out OS discs, then why not a mere resource disc that's even available to download as an ISO.

The support-rep asked his superiors and they refused. In fact, they added that I must either pay £30.00 for the item, or make a case with Customer Support that I never received my disc.

I know that most just wouldn't care about the subject since it is so bloody trivial. Nevertheless, can't I use some kind of argument against them in this situation?

Cheers.

 

Just call back Kade - the policy is not different. Its a Dell AW system and as such, you can still request the resource disk (1 time request) - either online or over the phone.

Why not just download the diag from support.dell.com? its the same.

 

My son just ran into the same problem with his desktop. He is in the Army and moved to go for medical school. He lost his win 7 disk and called to get a replacement and they said no way. He had to talk to a supervisor who said only way he will get one is if he states he never received one. Or he to would be charged. How cheap is that?

 

responses will vary by rep - we all know this.

Just fill out the form -

https://support.dell.com/support/topics/global.aspx/support/dellcare/en/backupcd_form

 

Thanks, BatBoy.

That's the form that I was lookin' for; the rep. really did want to help, but his supervisor said no. I was on the train, so I didn't have time to actually speak with the man myself. I might call 'em tomorrow and bully 'em a bit just for the kicks.

I know the ISO's on the site. I just wanted them to agree anyway, because. . . I'm lazy. But yeah, I think it still goes against policy and even if we can make do without the disc, they shouldn't be pushing us around in such a manner.

 

This whole disc thing is a joke. All these big companies think putting a recovery partition with the OS on it is so great, nothing ever beats the physical disc in your hands. I remember back in the day, you would get a new pc with xp on it, and they would actually send you the physical XP OS disc, not these resource disc things with all their bloatware on them :/

 

Some of you might not remember or might not have purchased a machine at just the right time to have observed this, but there was a time about 3 years ago when Dell and Microsoft "got together" (probably in some dark alley) and decided that since Microsoft didn't want OEM Windows install disks floating around everywhere out there, that Dell and other makers should "help" them by not including any OS reinstallation disk at all when you bought a machine.

What you got (and this was with Windows XP, when Microsoft was feeling big, bad, and proud, before the Vista boondoggle) was a one-time executable program with a link buried deep in an obscure administrative functions menu that could be run and would build an OS install disk, IF you supplied a writable DVD in the drive tray. If anything went wrong mid-stream, you were hosed because the disk burning program was designed to delete itself after it ran!

Many, many people screamed loudly (and correctly!) that since they paid the retail price for a genuine Windows OS when they bought the machine, they were entitled to a Dell-supplied hard copy disk, just like you would get if you went to the store and bought a regular store copy of Windows in a box. I called Dell myself and requested a disk, and the tech didn't put up any fight and sent one right out the next day. I was satisfied and never did end up needing to run the tricky executable to build one myself.

Shortly thereafter, Dell quietly backed down and informed Microsoft that this just wasn't going to work, they all put their tails between their legs, and that stupid policy of never including an OS disk with a new machine disappeared completely. Now we all get OS disks again, and if you are a business customer they charge you for them (I think they want $15 for a Win-7 disk) if you want one, but they still will send one. Naturally, Dell won't talk about this big policy faux-pas now!...