Ordered a new laptop? My handy template to use to contact Dell to get the backup CDs - Page 5

What!!!!!

my email had this in it:

"Please be informed that effective from November 2004, Dell has stopped sending the following CDs to customers:

1. Win XP Home and Pro (Recovery CD)
2. Tools/Application Backup CD
3. Resource CD (Drivers and Utilities)"

what do i do about that was it because i havent recieved the laptop yet cause i havent and did i order the cd's too soon?

anyone else have this problem??

take care,

I got that same response a bunch of times. E-mail them again, eventually you'll get an agent that will send it.

This is what i sent, mostly copied from the templet:

Problem Description:

I recently received my online order for a Dell laptop, my order number
is xxxxxx. It looks as though I don't have any software backup cds
shipped with the laptop. Also, I have heard that the application to
backup software off the hard drive once the laptop arrives is NO LONGER
installed either? I need all the backup CDs in case of Hard Drive
Failure. Can i get the following backup cds that came preinstalled on my
laptop mailed to me please.

I need the cds for windows XP pro, and the utilities and other
softwares cds.

My address is

xxxx
xxxx

thank you
xxx

Their response was:
Dear Mr. x:

Thank you for contacting Dell's Online Customer Service for our
Faculty, Student and Staff customers.

I understand you have not received the preinstalled software back up
CD?s with your order.

Please accept our apologies for our oversight in not providing you
preinstalled software back up CD?s with your original shipment as
intended.

To resolve this discrepancy I have issued a request for the diskettes
to be shipped to your original ship-to address listed below:

yea or you can chat with them. i chat w/ a rep and he overnight it to me.

I tried this and the CD I recived was red and said dell system software something or other, is this the OS CD, I thought MS OS cd's had the holograms on them?

The Dell OS CDs look nothing like the Microsoft CDs. The CD should say Windows XP Pro or Home or MCE on it. If it says just System Software, pop it in and if it isn't the Windows CD call them back and tell them they sent you the wrong CD.

back up Cd's - EPP?

Epp doesn't support chat, you guys know the email address or any other idea to request my cd's.

Thanks

Just email dell from the EPP link via "Contact Us" and send em the email template beginning of this thread, modify it a bit and voila - they'll dispatch ur cd's in no time!

only problem is that there is not email link from the epp section. Im having the same problem, may need to just call and try to speak to a live rep. Will regular support help us epp's out?

jurap267 for epp ----> I got my cd's by taking this link from university epp and using a slightly modified template. I emailed product support, and they replied within 4 hours of my sending the email that I would get the cds.

Here is a link
http://support.dell.com/support/topi...n&s=eep&~ck=pn

Thanks a bunch witz, ill give that a shot. being the weekend not really expecting a response until monday.

Thanks. I called Dell EPP order support, talked to a very helpful rep (Jeff) who ordered the CD's for me. Score a win for Dell; so far my latest order experience has been positive.

The Opposite Problem...

I've been reading these posts and getting a chuckle at how -uneven- Dell's customer service is... I have the opposite problem.. I support approx 200 various Dell laptops/desktops, and in the last several months I've recieved over 30 new Optiplex GX620's, to upgrade our older GX110's. All of these new machines come with the complete CD disk sets included. But since the first thing I do after taking a new machine out of the box, and powering it up to see if it gets to the EULA screen, is to Ghost our custom disk image to it, wiping the original Dell install. The last time I used any of these was to create the '620 image a couple of months ago.. So I've got a ever-growing collection of these CDs, and every so often I put a bunch of them into our CD shredder.. When doing our orders thru the business side of Dell, I've tried telling them we don't need the CD's but you know that goes.... (politically incorrect thought here....)... Anyway thought I'd show the 'other side of the coin'....

Dave

Ordered my CDs last friday, checked status yesterday (Tuesday) and they were still in production stage. So i sent off another email demanding a reason why pre-packed cds are taking so long to send off and I NEED them now.

Received a nice friendly email this morning apologizing for the delay saying that the particular batch of cds were on back-order and that a new order has been put thru with a new batch of readily available cds PLUS for my inconvenience they gonna send me the Largan Mega+2 Digital Camera --- brilliant! .... and next day shipping!

Camera might be shite but it's the nice little gesture with the camera and next day shipping for being a dell valued customer!

wow, what a great way to clear inventory!

i should hint at needing some usb mem keys so they might compensate for not answering my e-mail for 3 days now.

OH darn, didnt think bout the usb memkeys, could have used that instead of the shite cam!

have a go at it, i think they're more than willing to get rid of these items now to keep their customers happy!

sent an email to dell canada last night and received this email today:

Dear Me,

Thank you for contacting Dell Customer Care.

We apologize for the delay in responding to your email.

We have today put through a request to have the required CD's sent to you. Expectation for delivery is 7 to 10 days.

We sincerely apologize for any inconvenience this may have caused you.

Your Dell case number is *********.

Should you have any other questions please do not hesitate to contact us
at www.dell.ca. Please choose Support & Customer Care.

How are we doing? If you would like to provide feedback or feel you
have an unresolved issue please feel free to contact our Case Manager, Melissa at Ca_OI_CustomerCare@Dell.com. We appreciate your comments.

Regards,

Gail C.
Dell Customer Care
ca_canadacs@dell.com
Phone: (800) 847-4096


Thanks alot, also, what is the case number for? I starred it out incase it shows address but I didn't really know.

Oh and americans get overnight and we get 7-10 days?

Yeah, overnight shipping... and they sent me an invoice of $22 to be paid one month later!!!

Just a quick question, wouldn't the best thing to say be that the partition that holds the factory default Windows XP and software is corrupted? I figure that way it would be hard for an associate to refuse.

I just used this template and it worked great. I just had to do it one time and my CDs are in the way.

Thanks Mike

hrmm, i emailed dell 2 days ago, no email back yet.