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Shame on Dell, or Shame on Microsoft?

By Ed Foster, Section Gripes
Posted on Mon Apr 12, 2004 at 09:08:00 AM PDT

Want a PC that lets you read e-mail attachments? At least with Dell, that can cost you an extra $149.

A reader relates this story about an acquaintance who had recently purchased a new Dell for around $1,600. "Her new computer had Windows XP, Home Edition, as loaded and configured by Dell," the reader writes. "Since her old computer was Win 9X, she was a bit unfamiliar with it. She soon found that she could not receive attachments. She called Dell and they charged her $149 to direct her to open Outlook Express, go to Tools-Options-Security and turn OFF the checked box that does not allow attachments to be opened."

"She had gone to the so-called 'help' menu option in Outlook Express on the new computer, and of course there was NOTHING under 'attachments' that mentioned this 'feature,'" the reader points out. "Imagine, they ship her a new computer with a key attribute turned OFF, and since this is not a 'hardware' issue, when she called in they charged her $149 for a year's worth of 'software help' to enable the feature. She was furious with Dell."

"Let us suppose that you bought a new car, and the heater and air conditioner did NOT work because they had a secret switch, maybe under the dashboard somewhere, that activated them," the reader used. There would be NOTHING in the car's operational manual that mentioned this secret switch. Then they agreed to tell you about the secret switch, for an additional 10% of the purchase price of the car. What a country!"

The reader entitled his message "Shame on Dell," but I think we can all agree that Microsoft deserves a considerable part of the blame here. How can a company with a monopoly it's leveraged for decades have absolutely no responsibility for supporting that product so the average customers can use it? What a country, indeed.

< Electronic Self Help and DRM | Reader Voices: A Different Computer Associates? >

Shame on Dell, or Shame on Microsoft? | 59 comments (59 topical) | Post A Comment

No help from Dell online, either[ Reply to This ] (none / 0) (#1)
by Anonymous User on Mon Apr 12, 2004 at 09:56:30 AM PDT

If you thought that this individual should have simply gone to dell.com to search their online "extensive" knowledgebase, that wouldn't have worked either.

A search for "cannot open email attachment" came up with several articles, none pertaining to Outlook Express.

A google search may have helped, but that's way too much to expect from a novice user.

This is one of those nasty side effects of protecting users from themselves by defaulting security settings to their highest level and not informing end-users of this possible restriction.

[ Reply to This ]

On the other hand[ Parent | Reply to This ] (none / 0) (#2)
by Anonymous User on Mon Apr 12, 2004 at 05:36:06 PM PDT

There is also a bright side to the restriction -- the novice user will also not be able to shoot herself in the foot by clicking on an executable attachment containing a virus, worm or trojan.

She also now has prepaid for a year of calling Dell tech support whenever she has other software questions about Windows, and as a novice she may have enough to easily justify $149 of tech support time.

Dell is a business, not a charity. If it does not recover its costs, it will not continue to exist. Personally, I'm glad they offer such support for a fee. Some companies do not, at any price.

[ Parent | Reply to This ]

Your kidding right?[ Parent | Reply to This ] (none / 0) (#3)
by Jeff Foster on Mon Apr 12, 2004 at 06:35:28 PM PDT

Dell is a business, not a charity. If it does not recover its costs, it will not continue to exist. Personally, I'm glad they offer such support for a fee.

The point of this story is that dell misconfigured a piece of software and then had the gall to charge this poor woman 150 bucks to tell her how to fix it, the fix being 10 second one at that. This is not Dell "recovering its costs", it's Dell gouging the consumer for all they're worth. Perhaps you want to live in a world where companies make grievous errors(on purpose?) and then charge their customers outrageous amounts of money to fix them, but I sure don't. Unfortunately, it's looking like maybe I already do.....

[ Parent | Reply to This ]

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.]

[ Parent | Reply to This ]

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 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.

[ Parent | Reply to This ]

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.

[ Parent | Reply to This ]

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?

[ Parent | Reply to This ]

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

[ Parent | Reply to This ]

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?

[ Parent | Reply to This ]

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 ]

Companies not responsible for their own errors[ Parent | Reply to This ] (none / 0) (#10)
by Anonymous User on Tue Apr 13, 2004 at 01:16:11 PM PDT

Perhaps you want to live in a world where companies make grievous errors(on purpose?) and then charge their customers outrageous amounts of money to fix them, but I sure don't. Unfortunately, it's looking like maybe I already do.....

Yes, you already do. Look no further than superfund sites. Companies make millions or billions while dumping chemicals into local water sheds and who foots the bill to clean it up? We do, not the companies.

We now return you to Gripeline.

[ Parent | Reply to This ]

Misconfigured?[ Parent | Reply to This ] (none / 0) (#17)
by Anonymous User on Thu Apr 15, 2004 at 09:35:16 AM PDT

The point of this story is that dell misconfigured a piece of software...

Dell did no such thing. When you install Outlook Express, this is Microsoft's default setting. Basically Dell charged their user to support Microsoft's FREE software. If Microsoft decides to make it hard for the user to find a problem with their software, it's not suddenly Dell's fault simply because it happened to be included on the hardware they manufactured. Besides it's FREE software, which in my mind equates to UNSUPPORTED. If you want support, you pay for it or find free support on your own.

[ Parent | Reply to This ]

Free? Microsoft?[ Parent | Reply to This ] (none / 0) (#18)
by Anonymous User on Thu Apr 15, 2004 at 10:43:06 AM PDT

> Basically Dell charged their user to support
> Microsoft's FREE software.

What part of Outlook Express is "FREE?" The part that is a free sourcecode download and it runs on MSWin, OS/2, Mac, Unix, etc?

Or are you talking about the Outlook Express that comes with the OS that she _paid_ for?

I guess MS could cut their support costs by saying that _all_ of the executable code in Windows is "FREE," as long as you have bought the OS kernal.

[ Parent | Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#38)
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Re:Misconfigured[ Parent | Reply to This ] (none / 0) (#19)
by Jeff Foster on Thu Apr 15, 2004 at 10:59:34 AM PDT

As has already been pointed out above, yes, it is default setting, something I did no understand when I made that post. Mea Culpa and all that.

However, Outlook is NOT free software. When somebody buys a computer from an OEM that includes Windows on it, the price of Windows is included in the price of the machine. No Microsoft software is 'free'. Hence, someone should have to support that software, be it the OEM it was bought from or Microsoft itself. And they certainly shouldn't charge $150 to do it. In the end though, the whole thrust of this thread seems kind of silly to me. Why would anyone worry about whether this is 100% fair to Dell or Microsoft? They certainly aren't worried about being fair to you.

[ Parent | Reply to This ]

Not Dell's Fault[ Parent | Reply to This ] (none / 0) (#21)
by Anonymous User on Thu Apr 15, 2004 at 12:34:42 PM PDT

Inability to open attachments in Outlook Express is Microsoft's problem, not Dell's. The reason it "works" on some PCs and not others is because XP SP1 changed the default setting that allows outlook to open attachments. This was a "fix" for security problems. Since her PC came with XP SP1 installed, allowing attachments to be opened was turned off by default. The real mess was when SP1 was first released, automatically installed by Windows Update, and turned off attachment opening for everyone. THAT generated a lot of support calls. Microsoft could have done a better job with the update. (1) Instead of removing the "save attachment" option altogether, OE should pop up an explanation of why the feature is turned off and tell the user how to turn it on. This option should also be handled in the mailbox setup wizard. (2) MS should update the help file he when the patch changes behavior of the program or creates a new FAQ. This is such an easy common problem that Dell should have helped her fix it at no charge rather than create so much resentment. Microsoft Knowledge Base Article - 329570

[ Parent | Reply to This ]

Outlook express security options[ Parent | Reply to This ] (none / 0) (#28)
by Greg Bromley on Fri Apr 16, 2004 at 04:47:18 AM PDT

This was not a configuration by dell but by Microsoft. In Windows XP Home or Professional the ability to open attachments of pretty much any kind is disabled under the security settings. I'm not picking just clarifying.

[ Parent | Reply to This ]

出会い[ Parent | Reply to This ] (none / 0) (#39)
by Anonymous User on Fri Sep 26, 2008 at 12:36:08 AM PDT

Dell just made my life better[ Reply to This ] (none / 0) (#5)
by wantobe on Tue Apr 13, 2004 at 02:50:42 AM PDT

I own a new PC consulting business, and for a long time I've been telling people with little or no computer experience to buy Dell systems. I always suggest they pay a little extra and get the on-site warranty, which in one way sort of shoots my business in the foot. On the other hand, I've never had anyone regret having bought a Dell, so they're more likely to call me when they need to add hardware or software, so it's all good.

Now I get the benefit of telling them that once they buy the Dell, it will be cheaper to call me for their software problems. I can help them over the phone for free and only charge when I have to go on-site to fix something.

Thanks, Dell. You sell great hardware but screw your customers on software support issues like the above. Since I can warn my clients in advance not to call you for software issues, I get to provide more service for them, and they can understand my accent.

Rob Miles
--
There are 10 kinds of people in the world; those who understand binary and those who don't.
[ Reply to This ]

Not even ONE free phone call?[ Reply to This ] (none / 0) (#6)
by tscoff on Tue Apr 13, 2004 at 03:52:59 AM PDT

Doesn't Dell at least provide one free phone call when you buy a brand new computer from them? I have a Macintosh, and Apple's policy is that you get 90 days of free tech support to get up and running. After those 90 days.....you're on your own or you buy an AppleCare warranty.

[ Reply to This ]

Free software support within 21 days of purchase[ Parent | Reply to This ] (none / 0) (#7)
by Anonymous User on Tue Apr 13, 2004 at 06:06:23 AM PDT

Yes they do. Dell's policy has recently changed from 30 days to 21 days of free software support on ANY product from any vendor. Anything beyond the initial 21 days requires a fee, like most other companies. As a sidenote, Dell doesn't code the software, they only manufacture the hardware it runs on. They really have no obligation to support any software on the machine at all, but since Microsoft and other vendors will charge you for support, Dell figures they may as well do the same and have you come to one place for all your support needs. It's a service to the customer and some extra revenue for them - hardly an evil business tactic.

[ Parent | Reply to This ]

Support Obligations[ Parent | Reply to This ] (none / 0) (#9)
by dliesse on Tue Apr 13, 2004 at 12:36:16 PM PDT

I have to disagree on one point: if Dell sells you a system, which includes the software on it, they are obligated to support the installed software (in fact, that's part of the deal with Microsoft). Now if Dell would sell a bare bones box, and let you install your own operating system, then I agree they have no obligation regarding software support.

[ Parent | Reply to This ]

Dell manufactures?[ Parent | Reply to This ] (none / 0) (#11)
by wantobe on Wed Apr 14, 2004 at 02:41:38 AM PDT

No, no, no. Dell slaps their logo on some of the hardware, but they don't manufacture a thing. My guess is they don't even make their own cases, but they certainly don't make any of the other components.

Dell doesn't have a legal obligation to support the software they put on their machines unless they specifically say that they will support it for a period of time or make specific claims about the compatibility of the software with their hardware. Ethically, though, they're treading on thin ice. However, as I said earlier, their practices only help me in my business.

Rob Miles
--
There are 10 kinds of people in the world; those who understand binary and those who don't.
[ Parent | Reply to This ]

Dell manufactures?[ Parent | Reply to This ] (none / 0) (#33)
by dsanderson on Thu May 20, 2004 at 11:52:05 AM PDT

Yes Yes Yes Dell sold an OEM copy of Microsoft's software which specifically obligates them, and not Microsoft, to support it. If they sold the computer with a retail boxed copy of the OS, regardless of whether they installed it, or just shipped it in the box with the computer, Microsoft would be obligated to support it, but Microsoft sold Dell a sharply discounted version with the requirement that Dell take care of support. While Dell can, as far as I know, charge for the support, the support responsibility lies with Dell.

[ Parent | Reply to This ]

support[ Reply to This ] (none / 0) (#12)
by Howling on Wed Apr 14, 2004 at 10:58:05 AM PDT

I am not a fan of Dell support. But it a factor of economics and consumer mentality.

Most consumer purchasing is based on initial price not real long term cost of the product. This mentality has driven things, like tech support, that at one where bundled in, now to be separately priced items.

People want the cheap price - but also want the bells and whisles (tech support) included free. (Have your cake and eat it too).

There are other support options. Google search for "outlook express blocking attachments", second item is "Blocked Outlook Express Attatchments ? - The Solution!" The same solution for free.

It does cost Dell real money to have and operate its tech support centers. If you want use this service pay for it either in the initial machine price or separately.

When my clients are looking at new computers I tell them about the support issues and trade offs.

I do recomend the option of IBM hardware. You do pay more upfront but the service and support is much better. This does make a big difference in a business environment.

[ Reply to This ]

Dell and Outlook Express[ Reply to This ] (none / 0) (#13)
by vesta1953 on Wed Apr 14, 2004 at 04:05:20 PM PDT

I'm glad I don't have a Dell. I bought an eMachines (with Windows ME) 3 years ago, and have never had a problem opening attachments on email. Those options you mentioned under tools-options-security, don't exist in the ME edition of Outlook Express. I'm not sure if this is a good thing, but I've been messing with computers online now for over 5 years, so I know enough to scan all attachments for viruses before I open them (and I delete attachments from people I don't know).

[ Reply to This ]

Out of curiosity....[ Parent | Reply to This ] (none / 0) (#14)
by Mason on Wed Apr 14, 2004 at 08:32:52 PM PDT

What version? (Help -> About). Both versions I took a look at were 6.00.2800.something.

You might be running an older version of Outlook Express. It might be a good idea to patch up, especially in light of all the recent announcements.

[ Parent | Reply to This ]

OExpress version makes a difference[ Parent | Reply to This ] (none / 0) (#15)
by Anonymous User on Thu Apr 15, 2004 at 09:14:53 AM PDT

I agree with Mason, it will depend on which version of OExpress is installed. The attachment blocking came as part of a "security" enhancement, and is by default enabled when the app is installed (or when it is upgraded from a previous version). Quite likely a 3 year old Emachines running ME came with OE 4 or 5 installed (not some special Emachines version of OE). As to comparing an EMachines to a Dell... I've dealt with both, and although they may have gotten better since the last one I had to mess with, that experience tells me not to buy (or recommend) EMachines - but I have purchased Dell 5 times now, and have no qualms about buying another.

[ Parent | Reply to This ]

Not Dell's fault[ Reply to This ] (none / 0) (#16)
by Anonymous User on Thu Apr 15, 2004 at 09:24:05 AM PDT

Dang, cookies must have went away, I'm going to be anonymous again. This is a Microsoft issue, not a Dell issue. After the bashing MS takes every time an exploit is found for one of their products, you can't blame them for defaulting to high security settings. However, their documentation, whether within the product or on line, sucks. I do love things like this, though, because that $149 more than makes up the difference between the price I'd have charged for that computer and the price they got at Dell, so in a couple years, that's a sale I'll get and Dell won't. Not to mention all the people who will hear the story and make the decision to buy from me, or a guy like me, because if that was one of my systems, I'd have answered the question for free. On the other hand, I can always come out and fix that for you, but it will cost you $45, if it's on a system you bought from someone else. That's still a $100-plus savings over calling Dell.

[ Reply to This ]

Driver's Ed[ Reply to This ] (none / 0) (#20)
by Anonymous User on Thu Apr 15, 2004 at 12:26:20 PM PDT

Sorry to say, but the new car analogy REALLY sucks. Here is my version of the new car analogy. Most working class individuals can go out and buy a new car. The real question here is, does the buyer know how to drive it? First thing out of the car lot and disaster follows due to lack of driving skills. So how much is the tow and the repairs gonna cost? Some countries in Europe demand an intensive driver's ed class that , in addition to good driving skills and knowing all the traffic laws, the course ALSO requires knowledge in basic auto mechanics and repairs before you can get a driver's license! Imagine that. Perhaps this person should have taken a computer course or spent a few bucks on a HOW TO Book for Dummies BEFORE agreeing to fork over the service charge. I am not for or against Dell or Microsoft, but I think the real issue deals with accountability and self-denial. I find it interesting on how quickly some people react in placing the blame on others when they discover how ignorant they really are. In closing, it is perhaps time to re-write some of the old cliches for the new millenium: Knowledge is power, Ignorance is to blissfully blame..

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Yup, bad analogy, a car is FAR simpler.[ Parent | Reply to This ] (none / 0) (#22)
by Anonymous User on Thu Apr 15, 2004 at 02:54:30 PM PDT

Sure, there is a basic skill set to driving, but that hasn't changed for most of a century. Compare that to software that changes with every update. If she had asked about how to use a mouse or insert a CD, that would be one thing, but this was an unobvious detail setting not mentioned in the documentation with a major effect on operation.

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Money Talks[ Reply to This ] (none / 0) (#23)
by Anonymous User on Thu Apr 15, 2004 at 03:16:22 PM PDT

I think most of us here can agree that Microsoft bears the primary blame. Microsoft is notorious for not having answers for obvious questions and insane look-up terms. But it is hard to understand how Dell can charge $149 to answer a common and trivially easy question. If questions like this are costing them real money then they should be telling Microsoft and requiring better documentation, or should be providing a list of answers to common questions with their PCs. For such a simple question, I could have understood a small fee or a free answer with some hints on how to search Google and a warning that they would have to be charged for future questions.

And regardless of what we think, it is clear Dell won't be selling to that customer again, and probably has quite a few more with that kind of attitude. Unfortunately, that is hard for the bean counters to document. I wonder if it will cost them more in the long run.

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Re: Money Talks[ Parent | Reply to This ] (none / 0) (#24)
by Ed Foster on Thu Apr 15, 2004 at 04:07:56 PM PDT

I still feel as I did when I wrote this: there is more than enough blame to go around for both Dell and Microsoft in this episode. The old Dell -- the one that earned all those support awards they can now only brag about -- would have gotten this customer an answer without the "it's a software problem" excuse. And even the old Microsoft used to take some responsibility for making sure their OS users had a base level of support. Now both organizations only look at customers as a source of additional revenue.

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If you want to pick on Dell...[ Reply to This ] (none / 0) (#29)
by Mason on Fri Apr 16, 2004 at 05:51:48 AM PDT

I just came across these -- 1 2 3 4 -- great timing in conjunction with this post. All recent, and more telling [to me] than the OE configuration issue.

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doesn't it work this way..?[ Reply to This ] (none / 0) (#32)
by Anonymous User on Wed May 19, 2004 at 06:58:58 AM PDT

I may be wrong... but I think Dell is to blame here. Microsoft wrote WinXP with the oe feature turned on by default (I think it is from WinXP sp1 onwards). Dell build a computer and put Windows and whatever other software onto it, change any settings they wish and configure it how they want and then they "image" this (make an exact copy of it) and this is then put onto every single one of that particular model. So I think it is Dell's fault, they are quite capable of having a master "image" that has the setting turned off. As for the support issue, I've never owned a Dell but was under the impression that the deal they had with Microsoft obligated them to provide technical support for Windows for one year. This is what someone would get if they bought Windows off the shelf in a store, except in that case MS would do the support.

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the wrong end of the stick..[ Parent | Reply to This ] (none / 0) (#34)
by Anonymous User on Wed Jun 23, 2004 at 01:38:48 PM PDT

dell. there machines have INTEL proc. 3Rdparty memory. 3rd party harddrives. 3rd party cd/dvd drives. i cant commment on the ide.power and usb cables but i think the only branded part is the motherboard. the OS is microsoft. simple as that. they build these parts together and install the software that u decide. if this software has bugs. well thats is usualy fixed in a update or something. if u have a hw fault they will fix it with the same part. remember that they and others are just business. they make something and u pay a price. the parts minus your cost is there profit. else they wouldnt do it. no one forces you to but a pc. it wont make your life better or more interesting. its just a load of components. oh and components fail. work in electronics for 10 years and u will know that. with all these emails virus going around i would be pleased to know that someone has the great idea to save me f