Dell - Software Support or Extortion?

[David Farber <dave () farber net>]

Begin forwarded message:

From: Art Wolinsky <awolinsky () oii org>
Date: May 30, 2005 3:19:27 PM EDT
To: dave () farber net
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 () 3dwriting com
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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