Ordered a new laptop? My handy template to use to contact Dell to get the backup CDs - Page 2

I've got about 9 licensed to me copies of windows xp, call me crazy but I'm one of those guys that actually pays for and uses legal copies of everything on my computer.

Found out not 40 minutes ago, that the cds were always included in the package. Why that idiot said they were not, is a mystery to me, and to the rep I just spoke to.

A serious wtf moment for me.

Anyone know if this still works? I just ordered a laptop and don't want to sound dumb.

It works well, but I had to get through some tough support rep first and find a nicer one

FWIW I could not make the recovery cd's so I sent an email to Dell support. A week went by without a reply, so I forwarded the email back to US_mobile@dell.com

Problem Description:

Hi, I was trying to make a recovery CD in case I need to restore my 700m.

I went to http://support.dell.com/pcrt and then to http://support.dell.com/support/top...ment?dn=1091713 for the directions. The utility is not located under start > all programs > dell accessories or anywhere on my hard drive. I have NO way to make the backup discs. Would you please ship me the Windows XP Home SP2 cdrom, drivers cdrom, and additional software (PowerDVD, etc.) on cdrom so that I am able to restore my system in the event of a hard drive failure?

Many thanks,
John W

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The next day I get a reply:

Dear Mr. W,

A request has been submitted to ship the necessary CDs to you.


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A couple of days later I had a DHL missed delivery tag on my door and the shipper was Dell. They delievered the following day. Well I opened the box and low and behold it's the Windows XP Home cd/booklet only. No drivers (yes I can download them from the website but that's not th point) or additional software was shipped as I requested. I guess I'll email them back and see what happens.

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Update:

Dear Mr. W,

Thank you for contacting Dell's Consumer Hardware Warranty Support. It was a pleasure working with you in our attempt to resolve the issue you are having with your system.

I am glad to inform you that in order to send you the drivers and utilities, and applications backup CD, I have set up a parts only service. The XP CD will again be sent with the backup kit as it is a part of the kit. Following are the details related to the shipment.

Case # xxxxxxxxxx
Dispatch # xxxxxxxxxx

*Update* - I just received my 2nd box from Dell today and it only contained (2) cd's. The drivers & utilites + the Dell tools system software. I am missing the PowerDVD even though I've asked for it TWICE and sent them this picture.



I feel bad about having to email support again, but I was very clear on the software that I was requesting in the initial email. I'd wager that Dell is paying $10-$15 for the overnight shipping alone. I told them that they didn't have to overnight the software and ground was acceptable since I wasn't in a hurry for it, but I guess they like overnighting everything. :P

Dell thinks CD stands for Compact Diskette

stupid dell

update for usa customers 09/17/2005 I placed order for xps gen 2 on 9/14/2005 and called today to see if i could the ful media center 2005 edtition os cds and first went online and spoke with rep called andria she failed to answer my questions and directed me download drivers only the called sales and eric a rep first said it was an option to include os cds then he took back his statement and said they where not avaiable so sales is no help whats so ever ! I have to wait until monday and talk with cusatomer support

mikron

Looks like the updated the order page in the past 24 hours. I clicked on a link that says "Standard features on all inspirons" and listed there are:

"Operating System CD and Documentation. Operating System back-up CD and associated instructions if you ever need to reinstall you operating system for any reason."

"Drivers and Applications CD. All the drivers needed to run the various drives and peripherals you purchased along with your system. If you purchased additional software and applications, a backup CD will also be provided."

"With so much included, you have all the right reasons to buy America's favorite PC!"

Are they planning to resume sending CD's with new orders?

Well, after reading all this I decided to try to get CD's for Sonic and PowerDVD the other day since I reformatted without making copies of them and wiped my restore partition. I received my 6000d back in early July and after a few emails back and forth the last one instructed me to call Dellware to "purchase the required CD's." "Sonic and PowerDVD are royalty based software and they can't ship CD's for them after 21 days from the invoice date." I'm following up with Dellware next and see where that gets me.

Greyskye, I call shens on that reply from Dell. I've had my system over 21 days and they are still sending me the software as we speak. You can read my other replies in this thread for additional details.

1st shipment - Had XP Home only
WD765 Kit,Software,Overpack,WXPHSP2B Compact Diskette EA 10.95

2nd shipment - Drivers & Apps only
G3714 kit,Compact Diskette,Driver E/CD,Inspiron EA 4.95
N7174 Compact Diskette,Software DELL-APPS,BKUP8,Inspiron EA 10.95

3rd (in transit now) - PowerDVD
N8757 Kit,Documentaton On Floppy Disk,Software,PDVD,5.3.1012 EA 10.95

I should have asked for the Sonic DVD Burning software just to have a complete set of 'original' discs, but I have Nero 6 so that wasn't really an issue. I made it very clear in my initial email as to the software that I was requesting, and I am still baffled that it has taken 3 attempts to get it right. I also made every effort to provide the necessary details and respond in a very polite manner.

Yeah, I might try chat instead tomorrow after I get off work tonight.

Just to confirm, here's what I sent and what they eventually sent back:


Final reply:

Edit: Maybe they think I already received CD's and am asking for them again?...dunno.

Grey, you definitely need to make it clear that you never received any discs. If I were to read your email I may 'assume' that you lost them. :P

Very useful tips thanks and rep for you!!

I have ordered mine via email and dell has contacted me, the xp cd and driver cd are on their way!

Thanks

Just got my win XP pro CD, drivers and diagnostics CD AND applications CD , 24 hours after my email was responded to, thanks for the reminder and suggestion, you get plus rep!!

Thats two postive experiences I have had with dell support now!! KUDOS

this sounds stupid, but i am having a hard time finding the order support email form? can someone link me to it?

interesting..i cant believe this many people dont want to make their own cds (with updated drivers and such.

wierd. i was sent the cd's by mistake so i kept them, but with all dells updating of drivers, its best to make my own up-to date ones.

http://support.dell.com/support/supp...e&s=dhs&~ck=mn