I have been on the phone with XPS hardware support for over 12 hours (across 11 people) trying to fix a problem with an improperly imaged hard drive. Well, I should start at the beginning, I guess.
First, I paid for Next Business Day hardware support. The system went to Home Depot service because the diagnostic tests show issues with the RAM, Optical Drive (error 147), and Microsoft tech support said the graphics card on the unit is bad.
(We have been getting BSOD since December 2013 and also freezes. Thinking it was software, I paid Microsoft for help. After reinstalling the operating system and the graphic drivers with 9 different version (some production and some beta) the Microsoft tech guys said it was a hardware problem and to contact Dell. NOTE: They did lots more but I'm trying to shorten the message.)
Anyway, when the unit got back the Home Depot people said it passed their tests and gave me a new hard drive with an image.
1) The freezes continue
2) The BSOD continue.
In that regards, I declined to use Home Depot again and said I paid for Next Business Day and so today the guy from Dell shows up with a new motherboard (DOA). He ran the diagnostics using the old / original motherboard and again the optical drive errors out (twice) with a 147 error for a total of 3 times now.
He put in an order for a replacement motherboard and optical drive. He hopes it will be here by Thursday.
OK, good to wait on this issue, but what I'm writing about is the hard drive image. The above is background.
As the image only contains the basic OS, I went to install the applications and discovered the programs I bought from Dell are not on the system. I found many of them at the Dell Smart Source website (http://smartsource.dell.com), but not all of them are there.
The main program, not at the Dell Smart Source website, is Microsoft Office Home and Small Business 2010!! I have been on the phone multiple times with multiple people since Saturday night trying to get a copy.
I can -- if someone wants to know -- go through all the heart ache (including being told to pay for Dell software support and having customer care say 2010 is no longer available and I have to buy Office 2013) I will gladly discuss it.
What I'm writing about now is what is a Dell customer who paid for a Microsoft product suppose to do to get it when Dell didn't ship the original discs, but only sent a recovery image. Late Dell blows the disc up and put an image and recovery image on that doesn't include the required purchased programs?
Some helped me find a copy of MS-Office but it only installs the 64 bit version no 32-bit support. When I tried to get it to give me 32-bit it said to use the CD / DVD and go to the 32-bit directory. DUDE! I never got from Dell a CD / DVD!!! Now I'm told to use it!
I hope a Dell employee can help or someone else already lived through this and can help?
Windows or Office aren't available from My Dell Downloads.
Get the Home and Business installer from here:
You will need the product key on the Microsoft Product Identity Product Card:
Thank you for the quick reply! :-) You said:
Get the Home and Business installer from here:
I didn't mention finding this link earlier, as I found it on my own. I tried this several hours ago and when I go to the product for my system, I get the message:
The resource you are looking for has been removed, had its name changed, or is temporarily unavailable.
HTTP Error 404 - File or directory not found.
The one I'm trying to use is:
Product: Office 2010 Single Image x86 + x64 disk image
Chinese, Pan Chinese
(Taiwan, PR China, English/USA): X17-81910.iso (SP1)
Result: 404 -- Not found.
Thank you again for your quick reply.
P.S. I'm still steamed from Dell's customer care suggestion I buy 2013 out of my own pocket!! Plus the renewal for the hardware contract is coming up shortly. Pay here. Pay there. Yeah, why?!
The problem is that your license is OEM and Microsoft had issues with the Digital River servers quite recently. Microsoft set things up so that the OEM (Dell) has to support Microsoft Office but did not supply them installation discs and hence Dell Technical Support to refer you to Microsoft links which are broken or suggest you purchase Office 2013 (not a great suggestion when you have already paid for the 2010 license).
Its a bit of an unfortunate triangle for the end user at times. Dell are much better at supporting their hardware as its what they build than their software (Microsoft OEM software). Microsoft charge quite a bit more for a retail license than an OEM license as they have to provide support for the retail license.
That link is broken however you don't need both installers together. The following links work, try the 32 Bit installer with your product key.
Office 2010 Single Image 32 Bit:
Office 2010 Single Image 64 Bit:
Thank you for the quick reply. Unfortunately, when I try to use the site, the files I try to download aren't working. I'm getting several different error conditions:
I'm looking in the section labeled as:
The products I tried and failed for one of the above reasons are:
Office 2010 Single Image x86, USA English, SP1 -- X16-32007.exe and X17-75058.exe
Office 2010 Single Image x86 + x64 disk image, USA English, ISO SP1 -- X17-81917.iso
My system is: Windows 7 Ultimate x64 and I would like to use the 32-bit version of MS-Office.
NOTE: I verified I have R/W to %temp% and %tmp% plus I ran these programs as "Run As Administrator."
Any advise, help, or direction would be useful. Thank you,
X17-75053.exe downloads fine for me, what issues do you have with it?