Tech Support?

Question

My 80-year-old sister bought an entry-level Dell laptop a month or two ago. She lives halfway across the country from me, so I really can't help her. She has a daughter who lives close to her. The daughter knows XP, but is stumped by Vista. My sister tells me she is unable to get online. She can't receive or send e-mail. The only thing she can do with her new Dell is play solitaire. Is there some sort of free support offered for a new customer? If so, what is the telephone number, please? I'd love to be able to exchange e-mails and send photos to my elderly sister.

Rondela · Answer

I didn't suppose that there WAS anything "inherently wrong with Vista for such uses." It's such a basic use she has for the computer that I can't imagine it not being viable. It's just that my sister says she is so computer illiterate that she doesn't even know what questions to ask.

I believe she has Qwest as a provider, so I will suggest that she (and/or my niece) contact them.

Thank you.

europa303 · Answer

Dell tech support is for hardware related problems only (unless you're willing to pay extra for software issues) and is going to be offshore and is probably not the answer.  Your niece (when at the computer) should call the ISP where her Mom is and try to have them walk through the settings for mail and internet when using Vista.  While I personally prefer XP overall for a number of reasons, I have had no problems hooking up new Vista computers for mail and internet use, so there is nothing inherently wrong with Vista for such uses.

GioAguilar · Answer

Many internet problems are because software, software Dell still installing from factory: Google Desktop for example. About Antivirus, McAfee makes (in some cases) IE to do not work properly. So, If she has already internet service, she should just need to open IE and browse the web. Unless she has some of those two aplications (the most common I've seen).   Of course there could be more aplications making the problem. If is dial up connection, some ISPs may need to send new software for the customers. When my cousin tried to install his 1 year old AOL he had problems, I told him to contact AOL to get a new version or download it from another place if posible. After that, it worked fine...

Rondela · Answer

DSL, not dial-up. No AOL. Qwest is her provider.

Nissi1 · Answer

Rondela:   Dell Tech Support will assist with some software problems.  But I do not know the time frame for new customers.    When my daughter bought me a computer earlier this year she also paid for additional warranty, which is still in effect.  Back then I called them practically every day with a software problem (I have Vista).  I continue to call them for assistance whenever I have a problem.   But as I said, I am not sure how much time is given to new customers without a warranty to receive support.  It does not hurt to call and find out.  The number:  1-800-624-9897.   Also, as suggested, it is a good idea to call your ISP.  I have Verizon and they provide tech support  for connection problems as well as the Verizon and MSN software they provide.   God Bless you and have a Happy and Safe Holiday,   Nissi1

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