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General discussion

Dell does not support or endorse the use of spyware removal programs.

by Donna Buenaventura Nov 27, 2003 3:43PM PST

From http://channels.lockergnome.com/windows/

Dell has pulled another tech support ***** that will affect a LOT of people. First they set up a phone bank in India that is staffed with people who seem more interested in transferring callers than helping them with their problems, and now they've instituted a policy that keeps us from educating customers and helping them resolve a major problem - spyware.

According to the policy that's been recently released to the support folks, we can no longer mention 'spyware' to a caller, get them to visit a site like doxdesk.com to see if they have parasites installed, or recommend a spyware removal program. If a caller has any problems that might be spyware-related (home page hijacked, pop-ups, slow connections, PCs that start dialing out by themselves, etc.), we can only refer them to their ISP for help.

Discussion is locked

9 Posts
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Re:Dell does not support or endorse the use of spyware removal programs.
by William Randall Nov 27, 2003 4:13PM PST

Donna,

Wife and I have purchased two comps from DELL. Our last one was built for us by a local outfit. I think I'm going to go local again when my Win98 is too old to hobble around the net.

William

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Re:I always keep it local
by Dale Johnston Nov 28, 2003 5:20AM PST

I bought this computer complete in 1997 from a small but well-established private local dealer. Over the years it has been steadily and professionally upgraded, with total support from them. I can even call up about any non-hardware problems and they will always help if they can.

The only let down in that time has been the incompatible memory they recently sold me, but I forgive that one after almost 7 years of otherwise top class service. The harm it did (wiped out the BIOS) only prompted me to make that last major change I had been holding out on - replacing the old mobo and P166 MMX processor for a newer one.

So now, when I talk about this "old" computer from 1997, I mean only the case and the IDE cables. The label on the back belies the power underneath the cover! Wink

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NOT TRUE!! In support of Dell support staff
by LarryD Nov 27, 2003 9:47PM PST

Three or four times in the last year I called Dell's (India based) tech support staff. Not only were they very curteous and helpful, but they patiently stayed with me until the problem was resolved. Too often I read negative comments regarding their staff (including a recent announcement that Dell might be discontinuing some of their India based support).

It is not true, the support is great. The only problem I have is trying to pronounce the staffers name!

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Re:NOT TRUE!! In support of Dell support staff
by Rick Beach Nov 28, 2003 1:16AM PST

I'm glad you have had very good luck with Dell's (@#$%&** tech support),and I which you continued success..,but here is my story..

Very good friends of mine bought a Dell on my recomendation, (Mainly because of there so-called excellant tech support)..) NOT!!!!!!!!!!!!!! Right out the box, they could NOT get connected to the internet,on there dial-up account.After a week of phone calls between Dell and there ISP, it get fixed.It turned out to be a modem problem, that Dell wouldn't or couldn't be bothered with...

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Policy speaks volumes about Dell...
by glenn30 Nov 27, 2003 9:51PM PST

and their support policy. It also clearly places them in the position of packing their computer with undesirable malware and other junk not ordered by the customer. First hand observation of their support from half a world away from individuals who have difficulty communicating and with limited basic knowledge only confirms the complete failure of Dell's support system. Try support for a simple problem and then count how may peoples and how many phone calls insue if you really want to end up in total frustration. It's hard to resolve a problem when neither party can understand and communicate with the other.

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(NT) or if one side isn't allowed to communicate...
by Keith Marcotte Nov 27, 2003 10:05PM PST
Sad
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Never A Problem Here
by Lyn Layton Nov 28, 2003 2:12AM PST

I have always been satisfied with Dell's support -- especially when a tech showed up within two days at my house to replace the motherboard on my laptop. It was a tech in India who fixed my father's latest problem -- when the guy in the US could not diagnose it. I'd rather be forwarded to somebody who can give a "second opinion" than stay with someone who doesn't have a clue.

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Re:thanks, added to my list of 'Reasons I hate Dell Computers'
by Dale Johnston Nov 28, 2003 5:06AM PST

They are the most pathetic bunch of losers in the PC market. IMHO of course. Wink

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(NT) Mabe Spyware is more important to dell than are customers.
by caktus Nov 28, 2003 10:06PM PST

aa

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