Ordered a new laptop? My handy template to use to contact Dell to get the backup CDs - Page 9

What should I reply with... I used the template and got this reply....

Dear Mr. Martin,

Thank you for contacting Dell Online Customer Care.

I understand your concern regarding the missing OS (windows) CD.

I sincerely apologize for any confusion with this issue. Please be advised that Dell like most other organizations has taken initiative to encourage environment friendly practice and we have stopped sending the hard copy of various media and software CDs with System. However, all these have been made available electronically on your system hard drive for easy access.

The Dell PC Restore Tool replaces the O/S CD. The Dell PC Restore Tool will be installed on the hard drive on all Dimension and Inspiron systems as a recovery tool for reinstalling the Operating System and factory installed software. Customers can use this tool to restore their system instead of using the previous method, the O/S media CD. In both methods, the data from the system is deleted and the entire system is restored back to the factory settings.

Please be assured that this initiative would also ensure more convenient uses and time saving practice.

However if you are facing any difficulty in locating these utilities on your system and in accessing them then please contact our Hardware Warranty Support Department and they would be glad to assist you further with this issue.

You can contact our Hardware Warranty Support Department via E-mail through the link given below:

https://support.dell.com/support/sup...est=true&s=gen

You can also contact via Chat through the link given below:

http://support.dell.com/support/topi...hs&~mode=popup

Please select the ?Chat with Portable Support? option on the above link.

You can also contact them on: 1-800-624-9896 (extension-7269219)

I apologize and truly regret any inconvenience this matter may have caused and we sincerely appreciate your patience and co-operation with this issue.

Thank you for giving me the opportunity to assist you. Please let me know, if I have missed out on something or if there are other unresolved issues. It shall be my endeavor to get all your issues closed at the earliest.

Your case number for this interaction is 127982542. Please keep this number for your records. It will help us keep track of this issue so we can better assist you. If you have any further questions or concerns, please visit us at:

www.DellCustomerCare.com

Again, thank you for contacting Dell Online Customer Care.

Respectfully,

Swapan
Rep ID 23383
Working hours 7:00 am to 4:30 pm CST
Dell Online Customer Care

I spoke with Dell via chat tonight and I was able to convince them to send me the CDs. It was easier than I expected. I hope they come soon as my XPS m170 arrives in a few days too. The first thing I will do is reload the drive.


03/19/2006 05:21:02PM ME: "I want to voice a complaint about not receiving a Windows reinstallation CD with my XPS M170 purchase."
03/19/2006 05:21:07PM Agent (Manish Keswani): "A transcript of this chat session will automatically be sent to the e-mail address you provided at the beginning of the session. 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"
03/19/2006 05:21:08PM Agent (Manish Keswani): "Thank you for contacting Dell Consumer Customer Care Chat. My name is Manish. Please allow me a couple of minutes to review your question."
03/19/2006 05:21:13PM Agent (Manish Keswani): "Hi ME."
03/19/2006 05:21:23PM ME: "Even the cheap 299 system gets a reinstallation cd sent."
03/19/2006 05:22:12PM ME: "I chatted with someone earlier and he/she said that you don't ship cds because they can easily break during shipping. That is a lie if you send CDs with systems other than the XPS laptops."
03/19/2006 05:22:32PM Agent (Manish Keswani): "ME, I am sorry for the inconvenience caused. I apologize for it. I'll take care of this for you right away."
03/19/2006 05:25:17PM Agent (Manish Keswani): "I'll go ahead and order the CD's for this system and then give you the order number for the CD's."
03/19/2006 05:25:38PM Agent (Manish Keswani): "The CD's would be free to you and they would be with you in 3-5 days."

I just did this with my m140 and not only are they adding the cds to my package but they upgraded my shipping from standard (which was free) to Next business day. Sweet!

Finally received the right CDs: Power DVD, Sonic Digital media, and Mediadirect. They were sent in two separate packages, Mediadirect by itself. Both packages contained return labels. Guess they want me to return the incorrect disks but I'll call and check with them. I have no problem returning Sonic cineplayer and Roxio.

Jumpman, as you can see Mediadirect is available. Just keep calling and bugging them. Good luck.

can u do this in australia?

Just did this today with my m140, let's see if I get them all the first time

bump

works great man

All of you are a bunch of theives!

hehehe


I'm going after the CD's for a M140 I ordered for a friend using this.
Computer arrived yesterday and didn't have but wordperfect and PC Chillin with it.

i reside in sydney... umm i looked at my roder sheet, it says i get the drivers n window media cd?????? will respond 2moro nite around 9 pm (eastern asutralia time)

This works great. Already ordered two copies that were delivered in 2 days. This should be a sticky!!!

I sent them a email, and they said to try to use to tool to make my own cd's. I emaild back saying that it did not work, and I feel them sending CD's in my case would not be a "waste". She emaild me right back with the shiping information.

Great job to the creator of this tread!

ok i ordered my E1405 on may 3rd, so i used the template to try to get all the necessary CDs. this is the response i got:
should i reply to the email arguing that i still need the CDs (to the effect of wanting to do a clean reinstall without all the bloatware, which isn't possible with the PC Recovery partition)? or should i call or chat? input is appreciated..

just an update: i replied to their first email insisting i get the CD's for the purposes of being able to install a fresh copy of windows w/o the bloatware, and also being able to get rid of the huge PC restore partition. a different guy responded, apologized, and now i have all the right CDs coming my way (ignore the prices.. he said these were all free of charge)... thanks OP!

1 Kit,Software,Overpack,Windows Xp,MCE05B,Digital Video Disk Drive,English $10.95
1 Kit,Compact Diskette,Driver Portable Resource Cd,Inspiron 640M $10.95
1 Kit,Compact Diskette,Roxio MYDVD,Low Encryption $10.95
1 Kit,Documentation On Floppy Disk,Software,Powerdvd,5.5 Transactional Line Of Business $10.95
1 Kit,Compact Diskette,Sonic Digital Media,MYDVD,Deluxe $92.95
1 Kit,Compact Diskette,Sonic Digital Media,V7,Low Encryption $10.95

but does powerdvd really come on a floppy disk????

Sent them an email Monday night and today I have my CD's in hand. They offered them after the initial email got to a real person. No BS or anything other than needing my customer # order information and shipping information again.

^did you get powerdvd on a floppy????

No, I didn't ask for it.

I ordered the xps1710, according to my sales guy he says it doesnt come with the reinstallation CD. So i'm giving this template a shot, will update with what happens.

BTW i'm dealing with Dell Small business.

Just want to say thanks

tried this out this week for my e1705 i just got the previous week. Got all the CD's 2 business days later

Thanks.

Edit: sorry for the double post,