UNSOLVED
Am I getting this all wrong?
Hi,
After reading the posts under this topic I had a chat with a Dell rep. to request CDs. He/She insisteted that I have to pay for the CDs which doesn't sound right to me after everything I read on this website.
Below is the conversation we had (I removed the personal/private info from the text):
Please tell me am I right or wrong? Do I really need to pay for the CDs?
Thank you very much.
Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
{S. A. 7:14:04 PM} (3528465993) Hi
Could you please send me the following CDs:
1) Windows XP Home Edition Cd
2) Dell Media Experience
3) Power DVD
4) Resource CD
5) Applications/Backups/Tools CDs
Thank you!
For reference please see:
http: forums.us.dell.com/supportforums/board/message?board.id=sw_mediaexp&message.id=1895
{Savitha 7:14:18 PM} At the end of this interaction you may be offered the opportunity to provide me with feedback. In order to do so you will need to click the "End Chat" button rather than using the "X" at the top of the screen. You may rate this interaction on a scale of 1 to 9 (1 being worst and 9 being best). I appreciate your feedback.
http: forums.us.dell.com/supportforums/board/message?board.id=sw_mediaexp&message.id=1895
{Savitha 7:14:18 PM} At the end of this interaction you may be offered the opportunity to provide me with feedback. In order to do so you will need to click the "End Chat" button rather than using the "X" at the top of the screen. You may rate this interaction on a scale of 1 to 9 (1 being worst and 9 being best). I appreciate your feedback.
Thank you for contacting Dell Consumer Customer Care Chat. My name is Savitha. Please allow me a minute to review your question.
{Savitha 7:14:20 PM} Let me look into this right away. Please give me a minute to pull up your information.
{S. A. 7:14:34 PM} Okay, Thanks..
{Savitha 7:15:05 PM} You are welcome.
{Savitha 7:15:11 PM} For security purposes could you please verify the address, telephone number and email address on this account?
{S. A. 7:15:18 PM} sure
{S. A. 7:15:32 PM} *************** (Private - address)
{S. A. 7:15:43 PM} *************** (Private - phone #)
{S. A. 7:15:53 PM} *************** (Private - email)
{Savitha 7:15:58 PM} Thank you for the verification.
{Savitha 7:17:35 PM} S., Dell does not send the CDs with the system. The electronic version of all the softwares and operating system is stored in teh hard drive. When you need to reinstall you may get it from the hard drive.
{S. A. 7:18:00 PM} I am awre of that, however could you please look at this;
{S. A. 7:18:08 PM} http://forums.us.dell.com/supportforums/board/message?board.id=sw_mediaexp&message.id=1895
{Savitha 7:19:45 PM} Sure, may I please know what is this link for?
{S. A. 7:20:53 PM} It is your (Dell`s) forum site, and the Dell moderator states there that if requested, Dell is required to send the CDs.
{Savitha 7:21:33 PM} S., that CDs are sent only if they are ordered along with the system. Customers are charged for these CDs.
{S. A. 7:22:51 PM} Are you sure? Because what I read in that post says exactly this: CDs (Dell Media Experience, Power DVD, Resource CD, Applications/Backups/Tools CD), can be made available to you upon request through Chat or Email
{S. A. 7:24:22 PM} And with respect to OS CDs, the post states: The OS (operating system) CD can be made by you using the On-Drive OS Media on systems shipping from 12/17/05 thru 7/15/05. After 7/15/05, you may request the operating system from Dell. Go here for instructions using the On-Drive OS Media
{Savitha 7:24:54 PM} S., the CDs are no more sent with the system. To restore any software or to reinstall, you may contact Dell Technical Support for assistance.
{Savitha 7:14:20 PM} Let me look into this right away. Please give me a minute to pull up your information.
{S. A. 7:14:34 PM} Okay, Thanks..
{Savitha 7:15:05 PM} You are welcome.
{Savitha 7:15:11 PM} For security purposes could you please verify the address, telephone number and email address on this account?
{S. A. 7:15:18 PM} sure
{S. A. 7:15:32 PM} *************** (Private - address)
{S. A. 7:15:43 PM} *************** (Private - phone #)
{S. A. 7:15:53 PM} *************** (Private - email)
{Savitha 7:15:58 PM} Thank you for the verification.
{Savitha 7:17:35 PM} S., Dell does not send the CDs with the system. The electronic version of all the softwares and operating system is stored in teh hard drive. When you need to reinstall you may get it from the hard drive.
{S. A. 7:18:00 PM} I am awre of that, however could you please look at this;
{S. A. 7:18:08 PM} http://forums.us.dell.com/supportforums/board/message?board.id=sw_mediaexp&message.id=1895
{Savitha 7:19:45 PM} Sure, may I please know what is this link for?
{S. A. 7:20:53 PM} It is your (Dell`s) forum site, and the Dell moderator states there that if requested, Dell is required to send the CDs.
{Savitha 7:21:33 PM} S., that CDs are sent only if they are ordered along with the system. Customers are charged for these CDs.
{S. A. 7:22:51 PM} Are you sure? Because what I read in that post says exactly this: CDs (Dell Media Experience, Power DVD, Resource CD, Applications/Backups/Tools CD), can be made available to you upon request through Chat or Email
{S. A. 7:24:22 PM} And with respect to OS CDs, the post states: The OS (operating system) CD can be made by you using the On-Drive OS Media on systems shipping from 12/17/05 thru 7/15/05. After 7/15/05, you may request the operating system from Dell. Go here for instructions using the On-Drive OS Media
{Savitha 7:24:54 PM} S., the CDs are no more sent with the system. To restore any software or to reinstall, you may contact Dell Technical Support for assistance.
Please refer to the online link below. When you customize the system, you get an option to add the CDs.
http://configure.us.dell.com/dellstore/config.aspx?c=us&cs=19&l=en&oc=i700mS1&s=dhs
{S. A. 7:25:14 PM} Sure let me look at that link
{S. A. 7:27:44 PM} Oh, your link goes to the online store. Please do not get me wrong, however I read several posts on the Dell forums about requesting and receiving CDs, and non of them mentions getting charged ffor them. I do trust you, howover, what you say directly contridicts what I read on your website's support forums.
{Savitha 7:30:42 PM} I understand but please do understand that the softwares and operating system is stored in your system. PC Restore recovery solution by Symantec® comes pre-installed on your computer's hard drive. If you require CDs to perform advanced tasks you need to choose the CD when you place the order and you will be charged for it.
{S. A. 7:32:11 PM} Okay. Thank you very much for your time. I appreciate it. I'll now go to the forums and ask to other Dell owners if they paid for CDs in a similar situation. Perhaps I am getting it wrong. Have a good night.
{S. A. 7:25:14 PM} Sure let me look at that link
{S. A. 7:27:44 PM} Oh, your link goes to the online store. Please do not get me wrong, however I read several posts on the Dell forums about requesting and receiving CDs, and non of them mentions getting charged ffor them. I do trust you, howover, what you say directly contridicts what I read on your website's support forums.
{Savitha 7:30:42 PM} I understand but please do understand that the softwares and operating system is stored in your system. PC Restore recovery solution by Symantec® comes pre-installed on your computer's hard drive. If you require CDs to perform advanced tasks you need to choose the CD when you place the order and you will be charged for it.
{S. A. 7:32:11 PM} Okay. Thank you very much for your time. I appreciate it. I'll now go to the forums and ask to other Dell owners if they paid for CDs in a similar situation. Perhaps I am getting it wrong. Have a good night.
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Posted October 5th, 2005 16:00
Chris M, what was the resolution to this? I just received a new Inspiron 600m (with no CDs) and would like to get copies. I dont want to have to fight with 13 different people. Do you have the answer?
The reason I need it is because I have Dell Media Experience installed on the computer, bought the remote control to use with my laptop and the software doesn't work. I have already configured my entire computer, downloaded all kinds of new software, etc. and don't want to use PC Restore and erase several days of work. The chat tech told me this was the only way to get the software. This is totally unacceptable. And PC Restore (I assume) won't work because the software didn't work out of the box! Should have immediately tested all the software, but had no reason to use Dell Media Experience until now. Any thoughts?!
John
280
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Posted October 5th, 2005 19:00
Thanks Chris, I just ordered them. I appreciate the help.280
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Posted December 2nd, 2005 22:00
Here is what you need to do. Call this number and ask for a level two tech. Or a supervisor. They are the only one's that can send out these CD's. They will give you a run around about Dell PC System Restore, and about an additional fifteen to thirty minutes of your time, but you will get these CD's free of charge in about two to three days. This is as long as your computer is still under warranty. I spent two hours and went through several different departments before someone switched me to this department. They don't advertise this number, I think it's so they can give you the run around. It took me one and half hours to get here. Hope this works for you.
*****call this number below first*****
1-800-624-9896 EXT.7266955
CUSTOMER CARE
1-800-915-3355
1-800-624-9897
DELL-Chris M
Community Manager
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280
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Posted August 26th, 2005 16:00
Check your email.
DELL-Chris M (old account)
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