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Shame on Dell, or Shame on Microsoft? | 38 comments (38 topical) | Post A Comment
Good on Dell[ Parent | Reply to This ] (none / 0) (#4)
by Mason on Mon Apr 12, 2004 at 10:38:42 PM PDT

What kind of attachments?  All of them?  The 20-odd that are (and have been for a long time) blocked by default?  I just checked Outlook Express on Win2000 and XP Home machines, and the option "Do not allow attachments to be saved or opened that could potentially be a virus" under tools -> options -> security is checked on both.  First time I've ever fired up Outlook Express on either box so it's a default config.  (Win2000 is my install, XP Home is 2+ year old factory install on a Sony laptop).

I don't have a very high opinion of Dell anymore, but I don't see a single problem with this scenario.  The woman could have called a local geek, could have poked around Outlook Express and found the option herself, could have tried another email client, could have searched online.  Instead, she called Dell and gave them her credit card number.  Nothing was "broken" and her question was answered.

Like the poster above said, this default configuration probably stops some users from being infected with the latest and greatest virus.  Misconfigured?  Misconfigured is installing the wrong driver, or installing less memory than what was paid for.

I would agree with Ed that Microsoft probably shares some blame here, especially for creating such a swiss-cheese virus delivery client that needs such an option, but she bought the machine from Dell, not Microsoft.

Computer/software makers get it from both ends, though it's deserved:  Lock down the computer some and get reamed, or leave it user-friendly and wide open.  Where's the secure, user-friendly option?  :\

[Bias disclosure:  I worked for Dell long ago, have done my share of support, am the geek that friends/family typically call for help, and run my own business which includes support work.]


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Re:Good on Dell[ Parent | Reply to This ] (none / 0) (#8)
by Jeff Foster on Tue Apr 13, 2004 at 12:20:12 PM PDT

I just checked Outlook Express on Win2000 and XP Home machines, and the option "Do not allow attachments to be saved or opened that could potentially be a virus" under tools -> options -> security is checked on both.

I just did the same check on a XP PRO box(I don't use outlook either). You are absolutely correct, The box is checked by default on 2k/XP machines. If that is the same box that is at issue, then I rescinded my comments about Dell, and place the blame squarely on Microsoft's shoulders. If it's a default option, there should be something in the help files or the knowledge base about it. however, I still don't think Dell should of charged the lady $150 to fix it.

I don't have a very high opinion of Dell anymore, but I don't see a single problem with this scenario. The woman could have called a local geek, could have poked around Outlook Express and found the option herself, could have tried another email client, could have searched online.

I do have to take issue what that statement though. As the tech support person for your family and friends, I am sure you realize how non-technical people tend to deal with computers. They don't go into the options for fear of breaking something, and they will never switch to a alternative application when the original application is included in the OS(assuming that they even know alternatives exist). As for searching for the problem in google, I tried this and while I was able to find the answer, it would not of been at all obvious to a non-techie.

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Ridicilous[ Parent | Reply to This ] (none / 0) (#30)
by Anonymous User on Mon Apr 26, 2004 at 07:08:23 PM PDT

You are making absolutely senseless accusations toward Microsoft and Dell also. I think this site is also turning into a common ground for Slashdot monkies. There are hundrends of features on a computer, each one may be turned off or on based on various issues. In this case, the security problems caused by the users themselves affected the decision. If you don't agree with this, then build a company and sell computers with the feature turned on and receive complaints that you are selling insecure systems, or since probably you are a slashdot monkey, just load it with Linux and get even more complaints, like this game doesn't work on my system. So, in other words, you are here just to blame people without commonsense. Once they start to turn on the feature, you will still accuse them. Anyway, since the slashdot monkies will not change their position here, let's get the truth. If more and more customers find this as a problem and ready to demand it, Dell simply should turn it on again. The best thing would be of course to train users about security issues. But who is going to pay for that, I don't know. Microsoft has nothing to do with turning a particular feature on or off. This is strictly related with Dell, but slashdot monkies are trying to drag Microsoft into this discussion, otherwise the story become boring.

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Re: Ridiculous[ Parent | Reply to This ] (none / 0) (#31)
by Jeff Foster on Tue Apr 27, 2004 at 05:14:53 PM PDT

you are here just to blame people without commonsense

I am the Webmaster for this site. Blaming people without common sense, while part of my job description, isn't the only reason I'm here.

Microsoft has nothing to do with turning a particular feature on or off.

As was established above in this thread, Microsoft is responsible for both implementing this feature in Outlook, and turning it on by default (as well as having such insecure software that such a feature is even needed). I would say that Microsoft does indeed have something to do with it.

I think this site is also turning into a common ground for Slashdot monkies

I'm sorry you feel that way. I think this site has very high quality discussions on important issues, with very few trolls or general noisemakers. Perhaps this statement is just a sign of our success. After all, what's an Internet discussion forum without accusations of Slashdot like behavior?

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Outlook Express and attachments[ Parent | Reply to This ] (none / 0) (#25)
by Anonymous User on Thu Apr 15, 2004 at 05:48:20 PM PDT

"...she bought the machine from Dell, not Microsoft." Whoa! Not so fast! Why let Microsoft off the hook here? It's their shabby software shoved down all our throats, end-users and vendors alike. With all the security issues with Microsoft products, why not use Eudora or the Mozilla email client? ... Ben Myers

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Back up a second[ Parent | Reply to This ] (none / 0) (#26)
by Mason on Thu Apr 15, 2004 at 06:13:07 PM PDT

Whoa! Not so fast! Why let Microsoft off the hook here? It's their shabby software shoved down all our throats, end-users and vendors alike. With all the security issues with Microsoft products, why not use Eudora or the Mozilla email client?

Go take a look at the beginning of what you quoted!  I didn't let Microsoft off the hook, and made the exact same points you raised.

Here's the thing -- if I go buy something from Wal-Mart that turns out to be "broken," I expect to deal with Wal-Mart.  If I buy something from CompUSA and have a problem, I contact CompUSA.  So why would I expect support from Microsoft when I'm buying from Dell?  (Alternatively, if I don't want to pay the Microsoft Tax, I don't buy from Dell!)

If this woman had a broken or truly misconfigured system, I would expect Dell to take care of it on the double.  She didn't, though -- she had what really amounts to user error.  Dell may be practicing lousy customer service by charging her for the question, but I can't see how this is worth making a big deal?

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Re: Outlook Express and attachments[ Parent | Reply to This ] (none / 0) (#27)
by Jeff Foster on Thu Apr 15, 2004 at 06:22:34 PM PDT

I agree 100%. Nobody should use Outlook when Thunderbird is around. Unfortuantly, less technically inclined persons are often unaware that there are alternatives to applications that are bundled with their OS.

[ Parent | Reply to This ]


Shame on Dell, or Shame on Microsoft? | 38 comments (38 topical) | Post A Comment
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