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Charging for software help
Hello group,
I guess it's the new face of the computer business, but I was disappointed to discover that Dell charges for software help with brand new computers. In my case, I had just plugged in my brand new Dimension E510 and was loading my software.
When I loaded my ZoneAlarm firewall, I got a blue screen (a Windows "stop" error), and Dell Technical Support said I needed to contact Dell On Call to get a solution. It cost me $100 to speak with a technician, who guided me through the problem. As we both discovered, this was a known issue to Microsoft, which had an alert on its support website. I have never encountered this issue before with my previous Dell systems.
Nonetheless, it cost me $100 to fix something that frankly wasn't my fault. It's not as if I abused my brand new computer and then called Dell. This was 30 minutes into the unpacking and setup, and to be honest with you, I would hope Dell would credit me for the cost. This is the fifth Dell system I have bought for my personal use, and I have never had an issue like this arise.
Just my thoughts; hopefully the rest of my E510 experience will go smoothly.
Sincerely,
Jeff Gillan
I guess it's the new face of the computer business, but I was disappointed to discover that Dell charges for software help with brand new computers. In my case, I had just plugged in my brand new Dimension E510 and was loading my software.
When I loaded my ZoneAlarm firewall, I got a blue screen (a Windows "stop" error), and Dell Technical Support said I needed to contact Dell On Call to get a solution. It cost me $100 to speak with a technician, who guided me through the problem. As we both discovered, this was a known issue to Microsoft, which had an alert on its support website. I have never encountered this issue before with my previous Dell systems.
Nonetheless, it cost me $100 to fix something that frankly wasn't my fault. It's not as if I abused my brand new computer and then called Dell. This was 30 minutes into the unpacking and setup, and to be honest with you, I would hope Dell would credit me for the cost. This is the fifth Dell system I have bought for my personal use, and I have never had an issue like this arise.
Just my thoughts; hopefully the rest of my E510 experience will go smoothly.
Sincerely,
Jeff Gillan
