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19862
Never Received Requested Backup Discs, Device Drivers and Utilities
I filled out the form on the Dell page Request Back Up Discs for Us Customers Only, but have not received the requested set of backup discs containing factory-installed operating system as well as the device drivers and utilities specific to my system, a Dell Optiplex GX 270, with resources the most up to date as possible.
I waited a long time in the queue for the online chat only to have that operator tell me she couldn't help me and gave me a phone number to call.
I called that number and was on hold for 55 minutes, and that operator said that I was connected to the Inspiron department, that she needed to connect me to the Optiplex department, and then I was disconnected!
I realize that you are busy, but we are busy too, and this is ridiculous. If a person is transferred, the operator doing the transfer should stay on the line to make sure the transfer goes through .In addition, every operator should first take someone's phone number so that if the call is disconnected the operator can call back. I certainly was not going to call back and be put on hold another 55 minutes and risk being disconnected again.
In the meanwhile I still don't know whether or not my request for these discs was ever processed.
I would like someone to order my discs and expedite their shipment to me.
Thank you.
DELL-Nikhil D1
4 Operator
4 Operator
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2.6K Posts
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December 2nd, 2012 17:00
Hi BarbieE,
I apologize for the inconvenience caused to you. I see that you are in need of windows operating system disks and Drivers and Utilities disks to reinstall it in your Dell computer.
I will check with availability of the operating system which was pre-installed in the computer and resource disk for downloading the drivers and send it to you as soon as possible.
Please private message the system service tag, contact number and registered owner’s name and the address where you want the disks to be sent.
To private message, accept my friend request; click on my user name and click start conversation.
BarbieE
12 Posts
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December 3rd, 2012 08:00
I don't Facebook, Twitter, or any other social media like that, and don't plan to start now.
I do not want to put my personal info in this forum.
If you have an email address at Dell, I can email the request to you.
theflash1932
7 Technologist
7 Technologist
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16.3K Posts
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December 3rd, 2012 08:00
Facebook, Twitter, etc. isn't necessary. A private message will not be seen by anyone except for the person you send it to (the above Dell employee). If you want this resolved according to the method you used to ask, then you will need to Private Message him so he can see what your options are.
Philip_Yip
7 Technologist
7 Technologist
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16K Posts
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December 3rd, 2012 16:00
I have been complaining about the state of this service also, please add your vote to my poll here.
BarbieE
12 Posts
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December 5th, 2012 18:00
I answered Nikhil D the way he suggested and he answered me by sending me a link to an online application to fill out to request the discs.
The problem is that I filled out this application several weeks ago and neither received the discs or any response from Dell.
That is why I wrote in this Customer Support forum.
For a customer service representative from Dell to take ownership of this problem and resolve it.
BarbieE
12 Posts
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December 5th, 2012 18:00
I did fill it out again just now, NIkhil D, so I would appreciate it if you would follow up on this personally. Thank you.
DELL-Nikhil D1
4 Operator
4 Operator
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2.6K Posts
0
December 5th, 2012 23:00
Hi BarbieE,
I have received your details in the private message. Please be rest assured, I will be following the case and helping you further.
sam eto
13 Posts
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December 7th, 2012 05:00
i olso need recovery cds/dvds ...how can i get....plz ...tell....thnk u
theflash1932
7 Technologist
7 Technologist
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16.3K Posts
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December 7th, 2012 08:00
Fill out this form:
support.dell.com/.../backupcd_form
I know the OP said she didn't get them after doing so, but USUALLY this is a very reliable and very fast way to get installation disks, particularly for Windows 7. For the dinosaur XP, all bets are off though.
What OS are you looking for?
sam eto
13 Posts
0
December 8th, 2012 02:00
tried one form but couldn't get......
SWRdRunner
1 Message
0
February 16th, 2013 18:00
I tried to use the same form online to order the backup discs and was told all the same thing... to call the 800 number, and then you wait on hold forever and get trasnfered around I asked if I could just order it online and they said I should just talk to someone at the 800 number. Can't someone PLEASE just send the discs? Our computer did not come with backup discs when we bought it. The computer was dropped and it fried the hard drive. We just bought a new hard drive but we need a backup disc to restart the computer.
This is the computer tag:
Latitude D620
Barbara Sherrick
theflash1932
7 Technologist
7 Technologist
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16.3K Posts
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February 16th, 2013 21:00
Which OS?!
Philip_Yip
7 Technologist
7 Technologist
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16K Posts
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February 17th, 2013 01:00
For Barbara's service tag. It looks to be the 64 bit version of XP Media Centre Edition, I thought there was only the 32 bit version of MCE? These discs are very hard to get on the likes of eBay. Also I didn't think there was a 64 bit version of XP Media Centre Edition.
Also from the original system configuration it came with the OS CD.
Unfortunately we don't have a solution but to call the number or buy a new version of Windows such as Windows 7. This is something I have been debating heavily with Dell, see this poll here:
http://en.community.dell.com/support-forums/software-os/f/4677/t/19476992.aspx
I mention only Windows 7 and Windows 8 but the case also applies to XP and Vista.
Computer Model
Components
Philip_Yip
7 Technologist
7 Technologist
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16K Posts
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February 17th, 2013 21:00
Barbara I recommend you to install Windows 7 and assess your systems perfromance. Follow my wiki A Clean Install of Windows 7 using a Digital River .iso and install without a product key this will give you a 30 day trial to get you going. The guide is found in my signature.
If your system runs well you can consider buying an OEM license e.g. one of these here:
Professional x64 http://www.newegg.com/Product/Product.aspx?Item=N82E16832116992
Home Premium x64 http://www.newegg.com/Product/Product.aspx?Item=N82E16832116986
Otherwise purchase the CD/DVD off eBay, you are lucky as the MCE is quite rare but there is one listed here:
http://www.ebay.com/itm/Windows-XP-Media-Center-Reinstallation-Disc-for-Dell-PC-/160976947324?pt=US_Operating_Systems_Software&hash=item257af9487c
This will be x86 not x64 but it will work fine for you. The guide will take you through an XP install also.