Dell's fantastic service

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The day after Christmas I wrote about how Microsoft’s obnoxious licensing scheme makes it easier to pirate a copy of Windows than use the legal licensed copy that came with a Dell computer I have.

Two days ago I awoke to find a comment on that entry from Brad, a Dell employee.

My name is Brad and I work at Dell headquarters in Round Rock, TX. I am not sure if you have resolved your issue with the XP CD, but if not please contact me back directly and I will help you in any way that I can. Typically with Dell systems only Dell OEM issued disks will work. If you happen to use a retail copy you will need to use the key that it came with. The key on the side of the computer will only work with a Dell OEM disk.

Brad
Dell Customer Advocate

I emailed Brad back, and within two hours and a few back and forth emails, we resolved that the only way to get Windows back on the machine was to use the desk that Dell provides. Having no idea where that disk is, and machine that’s a couple of years out of warranty, that should have been the end of it. Brad, however, offered to send me a new disk at no charge and even sent it out overnight.

I’d heard from Jeff Jarvis that Dell was working hard to reverse their image of poor customer service. It’s obvious that they’re really trying to go the extra mile. My blog was ranting about Microsoft, and only mentioned Dell in passing, yet they still found it and solved my problem. A year ago I recommended that a consulting client not buy Dell hardware (they did anyway). Now I couldn’t imagine recommending anything else.

Great work Dell and Brad.


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