What is Dell's Official position on SP2?

Whose Help Support Desk?  If Dell's, you were probably speaking to a tech in Bombay who didn't want to take the time to explain how to install SP2 the right way.

This is Dell's Official position on SP2: http://support.dell.com/support/topics/global.aspx/support/kb/en/document?c=us&cs=19&DN=1089836&l=en&s=dhs  SP2 is a critical update for your operating system, and unless someone can give you a specific explanation as to why it shouldn't be installed on your particular system, it should be treated exactly as such, and installed as soon as possible.  That being said, if your system currently has a multitude of malware or viruses on there, or if you haven't updated your BIOS to the most recent version, you may have a harder time installing it successfully than someone with a tidier setup, but no Help Support Desk person is going to be in a position to know whether that's the case, nor is anyone here.

It might help to know which specific system model you're referring to, but in the absence of that information, the best advice I can give you is to plan for the installation using the information above, shut down all nonessential applications prior to beginning, and, as long as you've ensured that your core OS is currently in good working order, you shouldn't have any problem installing SP2.

Dell is probably trying to buy time; their techs are no doubt swamped. That said the best thing for you to do is order the SP2 cd from MS or download it if you have high-speed. DO NOT install over your current system with the cd they sent you. The sooner you install SP2 the better for you. Try not to add to much software to your system in the mean time( except for updating your video card driver). Follow all the suggestions made by Dell and MS before installing SP2 re adware, no USB peripherals connected, etc.

http://support.microsoft.com/default.aspx?pr=windowsxpsp2

http://support.microsoft.com/?scid=fh%3bln%3bxpsp2swhw

http://www.microsoft.com/windowsxp/using/security/expert/russel_installsp2.mspx

There's also a compatibility download from MS that should probably be installed prior to SP2.

This is what I was referring to. I'm going to install it now; will post back if there's a problem. Looks like a keeper.

http://www.microsoft.com/downloads/details.aspx?amp%3Bdisplaylang=en.&familyid=65875203-CF1B-4D32-8F32-E00D004659F6&displaylang=en

Message Edited by maxd on 11-29-2004 04:33 PM

That would seem to be a very good question.  Almost two months ago I tried to install SP2 on my new Inspiron 600M after having successfully done it on my Inspiron 8200 and Dimension 4300.  After installing it, my 600m slowed down to the point of being unusable as documented by many people here on this forum.  I contacted tech support, got somebody who said he was in the Phillipines who was actually quite helpful.  He told me that they had discovered conflicts with the processors and or bios on some machines and he spent a long time helping me revert to the earlier configuration using the system restore.

Over the weekend I thought I would look into installing it again.  Looking through the support site, I discovered there was no fix for my machine.  Four emails later I was able to determine that the fix for the inspiron 1150 won't work on the 600m.  I am still waiting for a response from Dell as to what to do.  My position is that, since my machine was shipped after SP2 was released and Dell recommends XP and my machine has a sticker on it that says it was designed for Windows XP, they have an obligation to come up with a fix.

I think, based on the comments on this forum and the response from Dell that this is a very large problem for them.  You seem to get stock answers from them that sound like they were written by lawyers who do not want to admit liability.

I have a recently purchased 8400 which was shipped with the XP Pro SP2 CD, but it was not installed. When I called the Dell Help desk to inquire why it wasn't installed, I was told that there were so many users having problems that Dell was advising it's users not to install Sp2 until further notice. I have called back twice to inquire the current status and was given the same instructions. Is there anyone from Dell monitoring this board who can give us the official position? Should I install from the CD or Install just the update? or wait?

I appreciate all the Forum members who have contributed, but I am really trying to get an "Official" Dell position. I am certain there is someone from Dell who monitors this board. Will you please give your customers the courtesy of a reply?

You can always uninstall it or use System Restore if that's the only option. Worst-case scenario is a clean install. Backup your data and get on with it. 

Hi:

As you may know from an earlier posting of mine, I have had nothing but problems with SP2. I tried installing it by download and then CD and spoke with both Microsoft tech support (who couldn't help me after spending 3 hours on the phone, going into registry, doing a system restore, removing all peripherals, etc.).  The I spend nearly two hours with a Dell tech support who finally ended up telling me that I needed to reformat my hard drive and reinstall Windows XP and then try to install SP2.

It is extremely frustrating that Dell does not put out information regarding some of the problems and/or what they can do to help.

Not everyone has the time to figure out what is wrong and since none of us messed up our machines and it is a problem for either Dell, Microsoft or both, it seems that they could have more help, better answers, or make a recommendation to install, albeit with some caveats, that could be spelled out.

I have not reinstalled yet and will call Dell to walk me through  the process so I won't be accused of messing things up.

Just my two cents, but I think Dell's reputation of having great support is resting on its laurels and/or doing a better job and investing its time with companies and larger systems.

Will let you know if SP2 installs any better once I reinstall Windows XP....which I am not looking forward to doing.

Thanks for your posts.  At least it makes me feel like I'm not totally stupid about these things.

Hi:

Thanks.  That's a good idea, about going to the State Attorney General's office.

I also had terrible support from Dell's customer service regarding getting my money back on a product that I didn't purchase.

After being on hold for a long time on several phone calls, they probably bet that we'lll all be worn down from the amount of time it takes to get what you need.

I did, ultimately get my problem resolved, and did, in fact, purchase an Inspron laptop with a $100 discount coupon.

I thought the support (or lack thereof) was a fluke.  Now, with this SP2 issue and seeing other posts, it sounds like it wasn't a fluke after all.

To be fair to Dell, I don't know what other computer manufacturers offer or deliver regarding tech support, but it seems that that really isn't a good excuse to be less than responsive (just coz someone else isn't good).

If there is much publicity about Dell's support not being what it used to be, clearly, people will stop buying Dell as frequently as they used to.....at least home users anyway.

What frustrates me even more is that I did purchase extended tech support warranty/service so when they can't fix a problem, or offer something in return for my trouble, I am certainly inclined to dissuade people who ask me about what computer to buy.

Just needed to vent about this since it is extremely time consuming and frustrating.  It's bad enough to spend the time, but when the time spent doesn't result in a fix of some sort, that's when it really hurts.

I'll post again after I get Dell support to walk me through my reinstall of Windows XP and then....the $64,000 question is.....do I then install SP2?  I guess I had better keep Dell support on the phone while I install SP2 again.

 

I can not speak for Dell nor Microsoft.  Having said that and from past experience I would no expect Microsoft to reissue SP2.  I do expect them to add hotfixes (pathchs) to it,  so at some point you will either has to install SP2 or forgo any later updates.

sorry to hear that.

I am beginning to prepare for a reinstall of Windows XP, with help from Dell.

I have a wirelessly networked system and in reading other posts, it seems that SP2 potentially changes things with a networked system.  Although I'm hoping that all goes well, I don't want to think about having to deal with the other things that SP2 might wreak havoc on with my current system/setup.

I understand that we need to do a number of things to keep our machines up to date, safe, etc.

However, the more I try to figure out what to do, I feel like I am becoming more knowledgeable than some of the techs I've spoken with?

If I wanted to learn how to solve all of these issues, research them and implement the solutions, I would have gone to school for this stuff.

What are our other options besides spending hours and hours researching our problem and then additional hours fixing them? 

I guess I could call a local computer person to attempt to fix the problem and I might do that.

I just hadn't planned on taking a crash course on BIOS, reinstalling, updating systems and reconfiguring printers, networks, etc.

Don't know if others feel the same, but it seems that Microsoft, with a  little help from Dell, blew it bigtime with Windows XP.  Just seems like there are better ways to get the message out and then help with implementing solutions.