No Dell OS Recovery CD shortcut on new PC

Question

I'm too old to continue looking for the solution to this problem. Can some one help. Service Tag: 86xxxxx Express Service Tag:178-xxx-xxx-xx Product Key: TW892-xxxxx-xxxxx-xxxxx-xxxxx Customer #: 61xxxxxx Order Number: 56xxxxxxx Dimension 9100 The Dell PC Recovery Options, on my PC, ('C:\dell\Dell Support Documents\PCRecovery\1092188.htm') tells me … 'What Solutions Are Available to Me if I Do Not Have My Operating System or Drivers CDs?' but doesn’t tell me how to make an OS disk. Dell’s support.dell.com, Document FA1091713, tells how to create an Operating System CD using the Dell OS Recovery Utility. The Dell OS Recovery Utility is available on Dimension computers that were shipped between December 15, 2004 and July 15, 2005 … mine was shipped 09-07-2005. Then says Note:If you have not created your backup CD you should take the time to create the CD and store it in a safe place now. Then goes on to say: Click the Start button on your Windows desktop. Click All Programs, Dell Accessories, and then Dell OS Recovery CD. The 'Dell OS Recovery CD' is not on my PC, only Driver Reset Tool and Express Service Code. If I go to Start, All Programs, Dell Support, Frequently Asked Questions, I get the same instructions. How can I make a backup Windows XP Pro if I can not use the instructions? So I went to Dell’s forums.us.dell.com… and see a posting by Chris M., '(1) The Dimension/Inspiron XPS systems will ship with all the CDs. ' and  '(3) 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. Go here for instructions using the On-Drive OS Media. After 7/15/05, you may request the operating system from Dell through the rules of the Media Reduction Initiative.' So the bottom line is I am requesting the operating system for Windows XP Pro, from Dell, through the Media Reduction Initiative; if I knew where that was at! http://forums.us.dell.com/supportforums/board/message?board.id=sw_mediaexp&message.id=1895  Chris M. (4) Any other CDs (Dell Media Experience, Power DVD, Resource CD, Applications/Backups/Tools CD), can be made available to you upon request through Chat or Email through the rules of the Media Reduction Initiative OK. Chat with Order Support says, Please note that support chat is only available for hardware covered under Dell's limited warranty.  And Email Order Support says, Please note that support email is only available for hardware covered under Dell's limited warranty. What do I need to do? Call the fee-based Help Desk at 1-866-930-3355 to get my CDs? Sure appreciate any help on this. OakPC

DELL-Chris M · Answer

OakPC, The lack of CDs is a hardware issue. They must provide the CDs for you if you ask.

OakPC · Answer

Chris M, Thank you very much for the info. I'll head for Chat with Order Support right now. OakPC

OakPC · Answer

Update:

FYI.

Went online with Chat with Order Support last night and "chatted" with reps; three (3) to be exact.

Why 3? Because I lost the connection twice. I was told by the third rep that their server went down.

We got through it finally. Unfortunately what should have taken 20 minutes? Took over an hour.

If I had it to do over, I would have called and paid for the fee-based call.

They were friendly, and helpful. Said they would ship CD 2-3 days.

I'm satisfied.

Just wish the "chat" was more user friendly.

The connection problem I suspect was due to the reps being in India.

The representative were very helpful...I am just against out-sourcing. But that's another issue.

My thanks to Chris M. and hope this post is helpful to others.

OakPC

lborges · Answer

Are the disks free ???

OakPC · Answer

Iborges asked: Are the disks free ??? I don't know what the normal policy is but yes, I got my CDs free. Shipping took 5 days but that counts the weekend also. So I got them pretty quick.   Update: Received CDs as mentioned above but instead of getting the XP Pro CD, the OS installed on my Dimension 9100, I got XP Home Ed. Well, that doesn't do a whole lot of good.   So back to Chat Support (for 25 minutes), got referred to Customer Care dept by way of a hyper link or phone number ( http://www.support.dell.com/support/topics/global.aspx/support/en/ordersupport?~ck=mn ,  toll free number 1-800-624-9897.    This time I called. Customer care transferred me to Sales that said I needed to talk to Tech Support. Got transferred to Tech Support. While they looked up my case #, either accidentally or on purpose, got transferred to a touch tone menu selection process..and was told there was a five minute wait. I don't know what for though.   Will update when I have something new. Take care.   Forget this. I hadn't ate supper yet. Ate, then tried again only using 1-800-289-3355.   Bang! Explained my problem. Invoice item number was right but wrong product was packed. No problem. They will sent the correct version XP Pro SR2.   Things are good, right? She said that an email would be sent to me confirming our conversation, dispatch number, case number, and that they would be shipping the correct version. That was 3 days ago and no email. I just hope I get my OS CD.   What's really bad is that this is our (me, daughter, son-in-law) fifth PC from Dell and we have never had this much trouble before. I will seriously consider another source for my next PC in a couple of years. Product is great but in my humble opinion, this is beginning to be too much trouble.   I put great faith in reliability, whether it's a product (PC) or customer service. The WHOLE customer service reliability factor is failing me in this instances. But as Dennis Miller would say...'But that's just me, I could be wrong.'   Will update when there is something new.   Take care.

OakPC · Answer

Well, the XP Pro CD arrived this morning, that took only 2 days. Can't beat that.    So this ends my on going saga of getting my OS CD.   The jest is, I got my CD but was, I believe, a whole lot more work and was more inconvenient than I believe was necessary.   This is my final post on this subject. Got a problem? Hang in there...   Take care all.

dapankratz · Answer

OakPC: Thank you, honestly thank you for posting this

Dell: This is ridiculous, that you have to go through this process to request OS cd's. They should be included. Why? Because we paid for them. If this program is intended to reduce the amount of plastic garbage there is in the world, great.

This "Media Reduction Program" is just to make it so that 2 years down the road, when the consumer needs to re-install their software, they realize "hey, I need Operating System CD's", and half of the people that don't have them will... go out and buy NEW Micro$oft cd's... this is not fair to the consumer.

yesitsme_cff9a9 · Answer

dapakrantz, I couldn't have said that better!! What a scam this is by Dell and Microsoft!! The OS cd's should come with your shipped computer and as far as Dell trying to stop waste from going into landfills, who is going to throw away their os disk?? Ridiculous!!

gracels · Answer

I too have just survived 2 hours on the phone, giving out the same information again and again, until I found a person who said he would send me the operating system disks. The other people I talked to knew nothing, and one even offered to sell me a new XP disk for $309! I have owned Dells for years (seven of them in fact, for myself and family) but I'm going to seriously reconsider my loyalty next time I buy. I can understand the desire to cut costs, but Dell should at least make it easy for people who want the disks to get them.

DELL-Chris M · Answer

dapankratz,

Because we paid for them.
* Technically, you didn't pay for CD copies. You paid for the license to have the operating system on that system. It is on the system in use and in a PC Operating System Restore image.

dapankratz · Answer

So, even though I shelled out over a grand for a laptop, with an Operating System licence, you are saying that Dell paid the 10 cents for the CD blanks, and that I don't get to have a physical copy since I didn't pay for those 10 cents worth of plastic? I paid $1150 for my Laptop! Are you kidding?

This is the kind of thing that will make me, and everyone I tell, not by a Dell laptop. Hello Lenovo, Averatec, Sony, and HP.

STORMIN58 · Answer

:smileyvery-happy: I would just like to say thanks as this topic was very helpful.I have just bought my first DELL, a dimension 9150 and in the beginning had my doubts about buying from them.Anyway it arrived minus any software or facility to create the software.I rang Dell support and after a wait in a queue I spoke to a very helpful lady and without argument was told I would be sent the software as I had paid for it.Five discs arrived today so problem sorted,so don't need to send it back !!.

Thanx Again, Regards,

JIMI.

dapankratz · Answer

For the record, I helped my girlfriend buy a new laptop, and I did not buy a Dell due to this issue of not receiving hardcopy OS recovery CD's by default.

On top of that, when people ask me what kind of laptop to buy, I let them know this fact, and also recommend NOT buying a Dell. As I work in I.T., this happens more than you think.

STORMIN58 · Answer

Thanx,

Will remember that when I need to replace my current laptop.Will see how my first DELL performs and how the backup is, to see if I would buy again.Five years ago I hated computers and would not touch any of them.( except sons commodore Amiga err...long time ago!!).Now since my mate who is also in IT introduced me to them I've had, HP, Acer,Medion,Emachines and apple.

But if this Dell is ok that's it for a long time need to save for a motorbike.!!Anyway thanx for all your input re- Dell, hope to chat again sometime.

Best Wishes,

Jimi.:smileyhappy:

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