UNSOLVED
Missing Trend Micro License
A few months ago, I bougth a Dell Vostro 3700, with 2 years subscription of Trend Micro Internet Security.
The first thing I did when I recieved the laptop, was format the disk and reinstall the OS and applications using the cd's that came with the laptop.
After installing Trend Micro I noticed, that this was a trail version of 30 days. After 30 days, the software asked me to register using a license key.
On the cd cover, there was only a Dell part number and no license key.
SO I called Dell:
- the support team told me to contact customer care
- Customer care told me to contact Trend Micro
- Trend Micro told me that they could not help me because I am a Dell customer and not a customer with Trend Micro. They even contacted Dell Support for me, who told them that I should contact Dell Custumor Care for this.
My frustation was groing, even asked Dell if they could pay be back the money I paid them for the Trend Micro license.
Every time I sent them an email, they answer me after a few weeks, and tell me the same thing: to contact Trend Micro.
I really don't know what to do now, I am very satisfied with the laptop, but the support fails me big time!
Anybody has any suggestions?
625
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Posted August 23rd, 2010 11:00
I disagree about that.
Why do they provide an installation cd? What if your hard drive crashes?
I bought a license for 2 years and this does not expire when I format the hard drive.
It also wasn't mentioned anywhere when I ordered the product.
I guess all that's left for me to do is to contact a consumer organization/magazine or place some kind of formal complaint if that's even possible with Dell.
625
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Posted August 23rd, 2010 16:00
If you didn't corrupt or delete the Dell PC Restore recovery partition, you can restore the PC back to the original factory condition. Not sure if that will reactivate your two year subscription or not. F8 at power on accesses the Dell recovery partition.
Just for information, we see posts on here of users that have purchased optional MS Office but the users never checked when they got the PC to see if they had the Office discs and/or the Office Product Key. If it's past 30 days Dell WILL NOT supply the discs and/or the Product Key. Users are left to fend for themselves and either buy another copy of Office or use the free Open Office suite of programs.
If you are within the 21 days from the date on the Dell invoice you can consider returning the PC and getting credit and then if you want, order another. If it's after 21 days it's yours.
Inspiron 16 5630 Laptop and WD22TB4 Docking StationSelf-built desktop for recording studio application625
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Posted August 24th, 2010 02:00
the moment it is passed the 30 days, since I have this problem since months now.
But the first time I contacted Dell for this problem, it was 2 weeks after I bought it.
I have removed the recovery partitions, anyway returning to the factory defaults is not an option for me.
Thx for your replies, I will try it using a different aproach.
fireberd
11 Legend
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33399 Posts
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625
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Posted August 23rd, 2010 10:00
Since you reformatted and reinstalled on your own (something that was strictly a user choice and not really needed) you will have to bite the bullet and either pay again for Trend Micro or install some other Antivirus. The free Microsoft Security Essentials is an excellent Antivirus program and rated much higher than Trend Micro in the latest testing results. ClickMe for Microsoft Security Essentials. Also consider downloading MalwareBytes malware/spyware software HERE
This is a users helping users forum so we can't help you with a Dell customer service issue.