OS software issues not Dell responsibility!

Question

I have recently bought a Dell Precision M4800 and after issues with sales team, late delivery and general confusion, I realised that my M4800 has already some critical errors, warnings etc. It completely froze twice and this morning I spoke to the support team. There are clearly major issues and the only way of solving them is to reinstall the entire OS. I was shocked to hear that I will have to do it myself even if the PC is 4 weeks old and the OS was clearly not installed properly the first time round. I was told that my Pro support warranty only covers hardware and they do not send our engineers to reinstall the OS. They claim that this is my responsibility. I have purchased a top of the range laptop with Windows 7 installed by Dell, so it is clearly Dell responsibility if this has not been installed properly, not my responsibility nor Windows (who they even suggested I get in touch!!). THis borders on the ridiculous to say the least. Can someone sensible shed some light into this? Thanks.

DELL-Chris M · Answer

theseolounge,

They were correct in our Dell policy. Our onsite technicians only responsibility is to replace/exchange hardware. They do not do any operating system installs or software troubleshooting.

zbestwun2001 · Answer

theseolounge

Tech support will walk you through the initial setup of starting to reload the OS.

After is starts installing all you basically are doing is hitting the continue button etc.

After it's installed then the drivers have to be installed in a particular order.

Again, tech support will help you with that.

This happened to me, but I knew out the gate that this was my responsibility.
I hope this helps,

Z.....................

Customer Care

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