Dell won't give me tech support on a refurbished studio - should they?

Hi,

I bought a refurbished dell studio xps 16 from a pc store gasteiner.com There is no service tag on it - gasteiner say their suppliers often strip the tag, and they can't get it for me (there is a SIL number , whatever that is!).

Now I have 2 problems -

1. I got a virus and need to clean install windows 7 professional. I didn't get a windows 7 dvd . When I call dell they say they can't deal with my call without a service tag, and when I call Microsoft they say I need to contact Dell. So as a result even though I've got a product code and have paid for windows 7, I can't get it!!

2. I've read lots about the power issues and that you should replace the 90w supply with a 130w one (which dell do free of charge). Of course dell won't do this for me as I have no service tag.

I was wondering if anyone has any suggestions about 1. above, and also is there some way I can get tech support from dell, or am I going down a dead end here?

Thank you for the help!

Sachin

 

1. You need to get a disk from Dell, and use the Win7 tag on the bottom of the PC for the install.
Period. The PC was built with an OS and they are obligated to provide the disk for the PC for proper operation.
The license is not for a person in this case it is for the PC... Again they must provide it in accordance with their agreement with Microsoft as it is an OEM install.

2. If you do not game with your laptop than it's not going to be an issue for you. If you do then I suggest buying one on EBay for about 1/2 the cost of what Dell will charge you about $60.00 US.

 

You may consider a Dell Image factory restore
Step 3 is the main restore.
Link : http://support.dell.com/support/topics/global.aspx/support/dsn/document?docid=336966

Check your BIOS Info for the Service tag and Express Service Code.

 

Why not get support from the vendor you purchased the unit from?

Dell sells refurbished laptops but doesn't remove the service tag - and they do warrant their sales.

I also see from the vendor's site that unless you buy your software from them, they don't support you.

It looks as if you will have to purchase Win7 and a virus protection software to resolve your issue. Same holds true for the adapter.

 

Isnt the service tag present in the Bios?

As for win 7 i assume you could actually download the OEM from somewhere as you already have the license for your machine.....

 

Yes it is in BIOS
And
Yes any OEM Win7 disk from Dell will work.

 

I believe the OP can also grab the TAG number from running the tool on Dells website. Once you log into dell.com and select parts and upgrades. There you can select the Dell System Analyzer and it will scan your Laptop and should give you your Service tag as well.

You also have another option as far as a clean windows install goes. There a number of tools that will grab the CD key off of your system ( http://pcsupport.about.com/od/productkeysactivation/tp/topkeyfinder.htm). Take this key and write it down. Then all you need to do is download a copy of Windows 7 Pro (legit unlicensed, there are a number of links available for these around the web) from your desired location. When it asks for the Key enter the one that you wrote down. This is a free way, and you will msot likely get it finished before Dell sends you a hard copy......

EDIT:

Here are legit links for copies of Windows 7 Pro that you will need to enter the key you got from your personal copy:

32Bit:
http://msft-dnl.digitalrivercontent.net/msvista/pub/X15-65804/X15-65804.iso

64Bit:
http://msft-dnl.digitalrivercontent.net/msvista/pub/X15-65805/X15-65805.iso

 

interesting, i didn't know the tag was in the bios. thanks for the info! hopefully the studio's warranty isn't expired. good luck.

 

Also you can get the tag with this.

http://samuelhaddad.com/2009/08/15/find-dell-service-tag-with-c-net/

Next to the source code link is executable.

 

Wow - thanks for all the replies guys! I'll try out the suggestions here.

I borrowed a windows 7 pro cd from a friend but it wasn't oem and my tag won't work... i might just buy a license - i've seen a couple of cheap ones on ebay.

i like their computers and prices, but dell support really do suck sometimes - they should provide me with an install dvd regardless of whether i have a tag, but what do you do if someone says sorry i can't talk to you, you don't have a tag? not much you can do...

 

Their customer service really did go to crap once they moved everything to India. I just would expect an American company to provide customer service agents who have English as their first language...

 

even if the warranty is still good for the service tag dell won't honor it unless it was transferred from previous owner.

 

I am bo know means saying Dell support is the best however, I dont understand this logic. How do they know you have a dell? Should they give out discs to anyone who calls in and claims to have a Dell?

Dell doesnt sell computers with out service tags and you didnt buy your computer from Dell. I would suggest you go back to the vendor who sold you the computer they are the ones who owe you a disc.

 

When he first called and could not quote a service tag number, don't you think someone from customer service should have told him wear to look for it (like in the bios?)? I agree that Dell service has declined over the years too. It was the brand's best selling feature 10 years ago.

 

How is this Dell's fault? E.g. how do they know you aren't simply trying to get a free copy of Windows 7 at their expense? Call them once you have the service tag available and they should be willing to send you whatever OS was shipped with your machine.

EDIT:

+1

 

I guess the retailer removed the service tag for a reason - perhaps Dell offloaded the machines to the retailer at a special discount and under condition of no support from Dell. Maybe the machines fell off the back of a lorry and the retailer didn't want them to be traced. Maybe the machines are rebuilds from parts from multiple machines. Whatever the reason, the BIOS may also have been modified. I wouldn't buy a machine from a retailer like this and I don't think Dell are to blame.

 

Just grab the license off of your copy with one of the tools from the link I posted. This way all you need is a copy of windows 7 PRO which are readily available.....This is a free option and will prevent you from possibly getting a "bad" key from ebay. I have used the MagicJellybean key finder and it will grab the key for you off of your registry.

As far as the Service Tag goes, use the tool on the Dell Website and it will grab it for you (its under Parts and Upgrades). You dont have many options here, so might as well try one last ditch effort with the dell site tool.

As far as service and support, in this particular case I have to side with Dell. Without a service Tag they have no way of knowing what system you have. As others have said you could just be someone looking for a free upgrade or copy of Windows 7.

 

Hey thanks again for all the info - what a great community

The license key grabbing tool worked like a charm - thank you!!! I called Dell but they said there was no info on this service tag so they cannot help me, and that I should get the retailer to call Dell and register the PC, which I've asked and they won't do. I guess it may be a blessing in disguise - have to look elsewhere for help but a free PSU 130w upgrade would have been nice.

Still having problems with windows 7 - I installed a retail version I downloaded from the net and tried to use my product key but since it's OEM it doesn't work, and I can't find an OEM on rapidshare (torrents are blocked by my broadband provider)... plus with my configuration - dual booting on two partitions on an OCZ SSD, it took forever to get it right (alignment and iimaging with true image etc.) so I don't want to rese the SSD using sanity erase and reinstall - so if I can pick up a cheap license somewhere, ebay etc. this is my only option.

Is there any way of checking my windows 7 install is the retail one? I'd hate to buy a license key and then not be able to use it!

Nalada - good advice, but it's too late now. Though it was a really good price (about a third off dell;s price) though, and gasteiner offer a 90 day warantee on hardware, so I can't complain. I just always assumed service tag equals dell support, - I guess I was wrong.

PS Wrt to the comment, how do dell know if I even have a dell pc - there are a hundred ways for them to verify that I'm sitting in front of a new studio xps, which can only have come from them. Also they should know that the service tag is in the BIOS and they should have told me how to look it up like you guys did, rather than telling me to go away. They should also have better info on their customers and have a customer record interface rather than a service tag interface - that way they'd realise I have bought a dell a year for ages, that they can trust me, and that they'd be wise to keep me happy.

 

quick update - i just tried registering my service tag at dell.com/register so maybe if I call tech support in a few days they'll have details on me.

 

Yes but even if they manage to verify you have a Dell SXPS (possibly via pictures you take in front of the laptop), they can't verify it was shipped with Windows 7 as opposed to Vista.

AFAIK they have both. E.g. I believe their sales department can view customer history when given customer information (name/address/etc.).

 

Good point... but remember all dells have a windows product key stuck on the base, so actually this alone should verify everything - I'm guessing dell have a record of their windows 7 keys somewhere... anyway, there's little point in arguing it, but in my opinion they're clearly not the company they once were when it comes to support. I think all the stuff I've read on the users forum about the throttling 90W power supply demonstrates this alone. Sad.

 

That's also a good point XD. I'd assume they would keep a recording of the keys available but I'm not sure how it would normally be of use to them. You can try bringing up that point if you call them back (and if they refuse you can request to speak to a supervisor since you would probably need their permission anyways).

Meh, I'm currently satisfied considering they recently serviced (and eventually replaced) one of my computers that was out of warranty .

 

There is no record of product keys, only the service tags.

Why would you expect Dell to give you a free disc and support a system that you bought from someone other than Dell? This is especially true without you being able to verify whether or not the system had a valid warranty.

In this case, the system was most likely sold to a reseller after being refurbished and no longer has a warranty due to the type of reseller.

It's equivalent to buying a used Ford car that no longer has a warranty and expecting the Ford dealership to give you new tires for free.

Please note that without the service tag, you also could not verify ownership, which would have been the next thing you would have been asked.
http://support.dell.com/support/topics/global.aspx/support/change_order/tag_transfer

Might be US only.