Almost three years ago, I wrote a column titled, “Get What You Pay For – And Deserve.” This article outlined the disturbing trend of major computer manufacturers refusing to provide an actual disk copy of the Windows operating system software with new computers that they sell.
When you buy a new computer with Microsoft’s Windows operating system preinstalled, you are paying, not only for the hardware, but also for a license to use Windows. As such, you are entitled to receive a copy of Windows on separate, removable media (such as a CD or DVD), as well as on the computer’s hard drive.
However, a runaway industry trend began to establish itself. In a conspiracy imposed by Microsoft to cut down on “piracy,” Dell, Gateway, Hewlett Packard and other major manufacturers started refusing to give new buyers the software that they had paid for. This is not conspiracy “theory;” this is conspiracy fact.
Dell even went so far as to insult new computer buyers by giving them a drawing of a
Windows CD, instead of the real thing. Thrown into a new computers’ box was a cute little piece of paper that showed a drawing of a CD, and the following statement: “Your new computer does not require an operating system CD or drivers CD. Instead, if you ever need to reinstall your software, use one of the following methods.” The two methods listed were (1) using Microsoft Windows System Restore, and (2) using Dell PC Restore.
Absolute hogwash; a pure, unvarnished rip-off; a bald-faced scam, exploiting the ignorance of most new computer buyers. But, how’s a new computer buyer to know?
As most IT guys like me know, many computer repair scenarios require that you have the original disc that contains the actual copy of Windows that was installed on the computer at hand. Anything else simply will not do. Windows “System Restore” usually fails right when you need it the most. Proprietary, manufacturer-specific “restore” functions and discs may perform their jobs admirably, as long as you don’t mind losing all of your original files, programs, and system tweaks that may have been added since the computer was new.
Some computer manufacturers, under pressure from guys like me and their irate customers, are starting to wake up, albeit in some strange and roundabout ways. You may have to play tough in order to get what you paid for, but believe me, in the long run, it will be worth the fight.
My first line of advice is, don’t buy a new computer if you don’t also get the Windows disc. I don’t care how persuasive the pimply-faced “expert” at Best Buy may be, if they can’t show you the Windows disk that you’re going to take home with your new computer, then move on to a different brand, model or store that can meet this requirement. Do not be dissuaded by claims that their resident nerds can make you a “restore” disc. A made-in-the-store “restore” disc will not do. You need to have a factory-manufactured disc that says “Windows Operating System.”
If you are one of the unfortunate millions that already have a new, under-warranty computer did not come with a copy the Windows disc, you must contact your manufacturer and insist that they send one to you. It is your right, not your privilege, that you have this important tool.
If the manufacturer gives you the run-around in any way, ask that your call be elevated to a higher support tier, until you reach someone who will honor your demand. If you cannot get satisfaction, tell them you are returning your computer to where it was purchased for a refund, and then do so. You are absolutely within your rights in returning such a computer as defective, for it is missing a vital part for which you have already paid. I did it last month with a computer that was already past the 14-day return period.
And now, some secrets. Although not widely advertised, there are some “inside” ways of getting what you need and want. Usually, all you have to do is be cheerful and polite, yet unyielding in your resolve. For example, if you are persistent and put them on the spot, Dell is pretty good about honoring demands for operating system discs, especially if you demand your copy under their “Media Reduction Initiative.” If you call them on the phone and demand your discs by using that phrase, the results can be amazing.
Alternately, there is a hidden page on Dell’s website that let’s you order, for free, “missing” operating system discs. You’ll need to provide a mailing address and the computers’ “service tag” number, which can be found on a sticker attached to the PC. This is a stupidly-long website address to print in a newspaper, but if it’s not done, it is unlikely that you will find it any other way. It is (without any editor-added hyphens, and no period at the end)
http://support.dell.com/support/topics/global.aspx/support/dellcare/en/backupcd_form?c=us&cs=19&l=en&s=dhs&redirect=1
Play tough, if need be, and get what you’ve paid for and deserve. I’m not kidding. You can get what you’ve paid for now, or you can pay a lot more for it later.