Just venting...

I'm now on hold with Dell, going on about 20 minutes and 4 different people, trying to get copies of my original software (PowerDVD) which I need to reinstall after a clean XP install. These people have no idea what I'm asking for despite using the most succinct and simple language I can fathom. I haven't spoken with anyone whose first language is english, so it's no wonder we are having trouble understanding one another! I'll be glad when this is over and I can go back to NOT relying on Dell to provide any support for me

 

Update... after waiting a ridiculous 30 minutes and being told I would be transferred to the 5th person because I had AGAIN been transferred to the wrong department (It's almost comical that they refer to their service as "award winning" on the website ) I just hung on them. Does anyone know how to get my original software discs in a manner that will not make me want to dive into a pool of razor blades... naked... face first...

Thanks for any guidance. From others' posts it sounds like people just "call and ask for the discs!" but 4 different "service" folks have all responded that they have absolutely no idea what I'm talking about. Any suggestions?

 

You would be better off using the chat and going to the tech people to get the CD...go under software techsupport and they will be able to help you...don't deal with customer service ..they have no idea about software

 

It's called operator roulette. If it's not on the call script most can't or won't help you. Just call and hang up if the guy can't go off script and help you. Eventually, you'll find someone that can and will.

 

The two easiest methods are to either use chat or email. Make sure that whatever you choose, it is the technical support. Just tell them that you reformatted your harddrive and would like the software CDs.

SG

 

I needed the PowerDVD also. So I went to the "Chat with Portable Support", late Tuesday night. I asked about getting the CD and he said he talked with his supervisor and it was ok. He said I'll get in 48hrs, and I got it yesterday(Thursday).

 

please keep the solutions legal.

 

Umm, it's legal. You still need to use your serial number to install it.

 

Did I say something wrong? I appologize If I did, please tell me.

 

Sorry kama64, it wasn't you that i was talking to. Maybe i should have clarified my comment.

Yes i know using bittorent is legal to a certain degree, but in order to use license protected software you would have to have the cd key. Dell does not include cd keys with their software or with their laptops in general, so you would either have to illegally get the key or try to call dell up and get the key, which they most likely won't give you.

SG

 

There is a current thread on just this topic on another site. I've been following that thread closely as I am also trying to obtain backup software from Dell. In my case, it's the Windows XP Home reinstallation CD.

I think there are a couple of hundred responses, and a "guide" on just what to say in chat or by email to Dell, and what departments to write to. It appears most are successful in prying the software from Dell, though it may take more than one email or call.

In my case, it's taken 3 emails, one call, and one more email to go and I'll finally get the CD.

I'll give a link to that thread on www.slickdeals.net. If the moderator here objects to my link, I will understand the moderator deleting this message.

Try this link:

http://forums.slickdeals.net/showthread.php?sduid=80472&t=160546

Good luck in getting your software. My effort to get software I've already paid for has made my purchasing experience with Dell one of the most unpleasant online purchasing experiences I have ever had, and I buy a lot online. But, that being said, the customer service people aren't wicked, I think they really try to or want to help. I have found being patient with them, polite and friendly, goes a long way. They may be in India, but they're people, too, doing a hard job. I couldn't do it anymore, dealing with a demanding public or worse.

 

Just making sure you realize I wasn't (knowingly) suggesting anything illegal. You see, I figured dell would at least give you a manual for PowerDVD with the serial posted on the reverse side. Apparantly Dell *really* wants you to use their trashy preinstallation.

Couldn't one dump the relavant branches of their registry before doing a reinstallation and then import them afterwards?

 

I figured you weren't suggesting to go do the illegal method, but i've had users suggest it before. Yeah, I guess dell really does want you to use their version. I guess you could buy a new version or try to use freeware, but I didn't have good results with freeware. I'm not sure about the registry. I seriously doubt it would work. Even the cd that dell sends doesn't require you to enter a cd key in, so its probably just a generic OEM version that can only be installed on dell. (hopefully that makes sense.)

SG

 

Thanks for everone's feedback. I did the Dell online chat and the support tech was much more helpful and will be sending out the discs for me to receive in 2 business days. It's amazing how much easier that was than phone support. It's a shame Dell even wastes money on the phone support when it seems utterly useless by contrast to the online chat support... which was quicker and only involved 1 technician! If they just got rid of all the phone people, they could lower their computer prices even more! Thanks again or pointing me in the right direction.

 

I think the Phone support is just Customer Service, they take care of the ordering and things like that where as the E-mail and Chat are the Tech people.

But yes, I've done E-mail and Chat in the past, great service through there, thats why I am a returning Dell Customer.

We'll take note that you want to put more people out of the job and further improve the american economy. LOL

 

I agree, the chat and e-mail are 100x better than they phone support.

 

Their is an option on their phone support to talk to the technical support, but because of language barriers, it can be difficult to get the problem solved quickly.

I always use chat, and haven't really emailed them yet. Usually for me, it is too much going back and forth on email.

SG

 

Chat is great, but sometimes they'll end up having it done through E-mail somehow?

I remember when the fan in my sisters 1100 broke, I went on Tech chat and told them and gave them my diagnostic testing result which stated the fan RPM was 0, they sent out a box, which came the next day and then had the guy come around the next day to pick it up. Came back like a week? and was running like it was new.

 

Nice, good to hear positive feedback about Dell's service and support.

 

Dell tends to do alot better online that on the phone...I have heard alot good things about the online tech support.

 

The only problem is if the person only has one computer and its not letting them online because of some problem, they'd have to call up than. Poor people. lol

Good thing I have more than one computer.

 

Thanks to those who suggested online. MUCH BETTER! The person seemed reasonably savvy, though I did need to repeatedly tell her what I needed, even after spelling out the software titles twice. The software arrived in about 3 business days. Pretty darn reasonable and a nice service that they offer it. Now I can watch and record DVDs/CDs again! Thanks again for the suggestion, I can safely say that it's pretty unlikely I will ever call Dell again, but that online chat will be useful!