[IP] Dell - Software Support or Extortion?
Begin forwarded message:
From: Art Wolinsky <awolinsky@xxxxxxx>
Date: May 30, 2005 3:19:27 PM EDT
To: dave@xxxxxxxxxx
Subject: Dell - Software Support or Extortion?
For IP if appropriate...
My Dell laptop came configured with Dell Support loading on the tray.
(It's about 6 months old.) From time to time a bubble pops up with
an alert. Normally I just click them closed without reading them.
For some reason, I looked at today's alert. It informed me that on
June 3, they will AUTOMATICALLY install Dell Support 3.0 on my
computer and that the new software will monitor my system and send
updates back to Dell to insure that my software is running properly.
It further explained that if I did not want Dell Support 3.0
installed on my computer, I would have to remove Dell Support via the
Add/Remove Programs menu.
I have enough loaded on my tray already, and I just upgraded memory
to improve performance. No way do I want this software on my
computer. No problem... I'll go uninstall it. The only problem is
that it will not uninstall.
OK, let's call Dell tech support. After a 20 minute wait and another
15-20 minutes of unsuccessful attempts. I am transferred to the
software division. After explaining my problem the "non-technical
advisor" she begins advising me of the three different payment
options I have for resolving my problem.
Wait a minute... Let me see if I have this right. You installed
Dell Support on my computer and then tell me that if I don't want the
upgrade, I'm going to have to pay you help me get off what you put on?
After some discussion, it is absolutely clear that is the case with
"no exceptions". Any software support I need, no matter what the
nature of that support, I am going to have to pay for.
I would have absolutely no problem paying for support on any software
that I have installed or modified, but to me this amounts to either
extortion or a support system that needs to be fixed. If the system
is so inflexible that people that I spoke with have their hand tied
and can't rectify this obvious inequity, something is wrong.
Now besides this issue, I have a problem if the only way people are
being notified about this upgrade is thorough the alert bubble. If I
understand things correctly, Dell Support 3.0 is significantly
different from what is currently installed. It would see to me that
changes significantly increase the intrusion into my computer .
Shouldn't I be notified in some other way than an alert bubble. If
an e-mail was sent out on this, I have either not received it or my
spam filter ate it.
Am I being unreasonable to expect Dell to assist me in removing the
software?
Art Wolinsky
Art Wolinsky
OEO 3DWriting, Inc.
awolinsky@xxxxxxxxxxxxx
http://www.3dwriting.com
I am perfectly capable of learning from my mistakes.
I will surely learn a great deal today.
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