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DELL REPLACED 2720 HDD WITH WRONG VERSION OF WINDOWS 8 AND IT WILL NOT ACTIVATE
At 6 months the Seagate Barracuda 2TB 7200 drive failed. As I have 2nd Day On-Site, a Dell tech came over and replaced it. Windows will not activate; the error says the product key is invalid. Turns out Dell shipped a drive with an image with Windows 8 Core Instead of Pro. A week later and after many hours on the phone and remote log- in, Dell sent a 2nd HDD. This one also had W8, not W8P, and again Microsoft refused activation. Now I find that Dell hardware support is convinced that my machine shipped with what they call "Windows 8 Home". At one point they called it a 2710, and they don't believe it has a SSD drive as well.
i became frustrated and insisted that the support team leader simply get on a browser, go to Dell.com, enter my Service Tag, and check the system configuration. she did so, and read off exactly the information that they were denying. This system sold for $2,199; I got a discount to $1,999. When the 2nd tech was here, I showed them the receipt listing all of the details.
After the 2nd drive was installed, a "level 3" technician called and logged on for remote support. His mission was to erase the registry key and BIOS information for the Windows 8 Pro installation, and force the system to accept the basic edition. He was unable to make that work (I was at work; my wife helped him gain access) so now he has declared the hardware failure service ticket to be completed. He has opened a new software issue ticket, and has transferred me to software support. He has also shipped out installation disks for Windows 8. I am expected to work with software support to install what I'm sure will be W8 Basic.
As I'm sure most readers are aware, setting up a system like this is more complicated than loading some software like, say Turbotax. Even if I have been sent W8 Pro, the disk image I have is for a lesser machine. How will I set up the SSD that doesn't exist on W8 Basic machines?
Does anyone have any idea what is happening? How can I contact someone at Dell Who can intercede in this "train wreck" of incredibly bad support? Anyone can log in remotely and check the on-board hardware, and realize that this configuration always ships with Pro.
By the way, I also sent them a photo of the machine label, complete with Service Tag and Windows 8 Pro badge. Help!
RoHe
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April 9th, 2014 21:00
Suggest you repost this on the Customer Care forum and/or contact Dell on Facebook.
Gaspar49
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April 9th, 2014 21:00
I followed your advice about the Customer Care forum. I followed the Facebook link, but can't find any place for contacting Dell.
speedstep
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April 11th, 2014 10:00
What Color is the Windows 8 badge and what color does it transition to?
Chat with Tech Support
I just configured an order for the $1599 price point and it NEVER comes with WIN8 PRO.
speedstep
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April 11th, 2014 10:00
Who you contact is directly related to what country you are in. The forum is not direct contact with Dell support. http://support.dell.com/support/topics/global.aspx/support/dellcare/en/expired_warranty?c=us&cs=19&s=dhs&DoNotRedirect=y
RoHe
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April 11th, 2014 12:00
When I follow that link to facebook there's a form to fill in for Dell Support. I don't think the link is country-specific but I'm in the US and the link works for me:
Dell Support for Facebook Fans
We try to respond to all submissions as quickly as possible, but in some cases, it may take up to 24 business hours to receive an answer.
Gaspar49
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April 20th, 2014 10:00
rdunnill
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April 20th, 2014 11:00
speedstep
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April 20th, 2014 13:00
Part of the ISSUE is "this system was offered by Costco thru their "Internet only" sales"
That means it had to be registered with Dell because it Was not Purchased Directly from Dell.
And any warranty would be with COSTCO not DELL.
Gaspar49
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April 21st, 2014 05:00
That is incorrect. The system is backed by a 2nd business day on-site warranty From Dell. They sent a technician to my home. Twice. Costco handled the paper, but the system shipped from Dell. SpeedStep, what is your issue with my post? Of course I registered with Dell as the purchaser. The machine worked beautifully for six months. Why the negative attitude?