Microsoft Suppot

[Guest]

I built my own computer and purchased the WinXP Pro for it over the internet.
The software arrived on a very professional looking Dell re-installation CD.
The Product Key code produces a Product ID that identifies my computer to
Microsoft as an OEM product and Microsoft refuses support as a result and
directs me to Dell for support. Dell obviously isn't going to assit me. I
paid for the software and, I assume Microsoft benefited somewhere along the
line and I feel I deserve the support.

Has anyone else had this problem and, if so, is there a solution?

 

[Galen]

In WhiskeySam had this to say:

My reply is at the bottom of your sent message:

I built my own computer and purchased the WinXP Pro for it over the
internet. The software arrived on a very professional looking Dell
re-installation CD. The Product Key code produces a Product ID that
identifies my computer to Microsoft as an OEM product and Microsoft
refuses support as a result and directs me to Dell for support. Dell
obviously isn't going to assit me. I paid for the software and, I
assume Microsoft benefited somewhere along the line and I feel I
deserve the support.

Has anyone else had this problem and, if so, is there a solution?

The solution is to have bought a retail product. Go back to the person who
sold you the CD for support. As the PC isn't Dell I'm also pretty sure that
the installation of the OS onto that PC is in violation of the EULA. (Note
that I didn't say in violation of the law as I'm not a lawyer.) One of the
"benefits" of buying an OEM OS is that you get to be supported by the OEM.
That's one of the reasons that retail licenses cost more than OEM licenses
as support goes with them.

--
Galen - MS MVP - Windows (Shell/User & IE)
http://dts-l.org/
http://kgiii.info/

"We approached the case, you remember, with an absolutely blank mind,
which is always an advantage. We had formed no theories. We were simply
there to observe and to draw inferences from our observations." -
Sherlock Holmes

 

[Richard Urban]

You bought WinXP Pro over the internet for a very much reduced price. You
get very much reduced service (none) because of that fact. Dell won't assist
you because you didn't buy from Dell. The software was siphoned off from
Dell somewhere along the line.

Microsoft didn't get it's full share of the pie either. They sell it to Dell
at a "much" reduced cost because Dell has the responsibility to supply
support when they sell the product (they didn't).

You're screwed, but you saved a few bucks!

--


Regards,

Richard Urban
Microsoft MVP Windows Shell/User

Quote from George Ankner:
If you knew as much as you think you know,
You would realize that you don't know what you thought you knew!

 

[Mike Hall \(MS-MVP\)]

Sam

Did you not wonder why there is such a price difference between what you
bought and the regular full retail price?.. did you really think that the
vendor was doing you a big favour?..

You have to courses open.. either learn to support yourself, a good idea
anyway as you have these newsgroups for support and learning..

Or.....

Buy a full retail version, use up all of the free help direct from MS that
the full version affords, and then still come to these newsgroups for tech
help and learning.. your call..

 

[Gerry Cornell]

Richard

My understanding is that Microsoft have granted Dell a Licence to
reproduce customised versions of Windows XP. You give the
impression that Microsoft have sold Dell a Windows XP CD, which
is not how I believe the process works.

I agree with your comment "You're screwed, but you saved a few
bucks!"

I do wonder whether Microsoft might consider it could be a pirated
copy. If the CD is no good contacting Microsoft might result in some
user satisfaction. Such action might also save other users suffering
the same fate.
http://www.microsoft.com/piracy/Reporting.mspx

--

Hope this helps.

Gerry
~~~~
FCA
Stourport, England

Enquire, plan and execute
~~~~~~~~~~~~~~~~~~~

You bought WinXP Pro over the internet for a very much reduced price. You
get very much reduced service (none) because of that fact. Dell won't
assist you because you didn't buy from Dell. The software was siphoned off
from Dell somewhere along the line.

Microsoft didn't get it's full share of the pie either. They sell it to
Dell at a "much" reduced cost because Dell has the responsibility to
supply support when they sell the product (they didn't).

You're screwed, but you saved a few bucks!

--


Regards,

Richard Urban
Microsoft MVP Windows Shell/User

Quote from George Ankner:
If you knew as much as you think you know,
You would realize that you don't know what you thought you knew!

 

[Richard Urban]

You're right. Dell does mass produce their own CD's, but Microsoft gets
$xx.xx for every one that is produced. And not a very large $xx.xx at that.
That is why Microsoft will not touch support for O.E.M. CD's, even their
own. The system builder is responsible.

If a person buys O.E.M., and loads it on his computer, he actually becomes
the system builder and is responsible for his own support. Of course, he can
always come here.

--


Regards,

Richard Urban
Microsoft MVP Windows Shell/User

Quote from George Ankner:
If you knew as much as you think you know,
You would realize that you don't know what you thought you knew!

Richard

My understanding is that Microsoft have granted Dell a Licence to
reproduce customised versions of Windows XP. You give the
impression that Microsoft have sold Dell a Windows XP CD, which
is not how I believe the process works.

I agree with your comment "You're screwed, but you saved a few
bucks!"

I do wonder whether Microsoft might consider it could be a pirated
copy. If the CD is no good contacting Microsoft might result in some
user satisfaction. Such action might also save other users suffering
the same fate.
http://www.microsoft.com/piracy/Reporting.mspx

--

Hope this helps.

Gerry
~~~~
FCA
Stourport, England

Enquire, plan and execute
~~~~~~~~~~~~~~~~~~~

 

[Mike Hall \(MS-MVP\)]

Gerry

If you were to buy 100 Dell machines for a company, and then install a
common company platform to all, that would leave you with 100 Dell XP CDs..

You could then go out and buy 100 barebone systems, install the OS from each
CD, and as far as MS is aware, 100 more Dells become activated..
alternatively, you could sell them on the open market as happens, but the
result is the same.. MS do not lose out because they have received the
'peanuts' pay from Dell for use of the CDs, and you as a company have had to
pay for the 'volume' company platform.. this is in stark contrast to the XP
Pro 'Corporate' edition that made it onto the streets within hours of XP
being released..

I don't think that MS would or do approve in the true sense of Dell CDs
being used on non Dell machines, and there is a sway away from condoning the
supply of such CDs with systems, the preference being for the BIOS locked
recovery set..

However, whether one buys a Dell XP CD or a Microsoft OEM CD, it is still
the vendor responsibility to support the product in its entirety.. vendors
are generally unwilling or unable to do this, and are certainly averse to
making this important fact public knowledge at the time of sale..

One can't help but feel that even if TV ads and sky writers carried the
message to Joe Public, a proportion would still not get to see it,
subsequently coming here to moan about the lack of support..

What most do fail to see is that they are getting the OS essentially for
free.. building one's own computer, it is easy to see it.. $75 for case and
power supply, $60 for keyboard and mouse, $150 for cheap board with CPU
already fixed, $100 for memory, $100 for DVD, $20 for the FDD, $85 for the
HDD, $300 for LCD display..

$890 already, and no printer or OS!!!!!!! .. hardly a top class system
either.. Canadian $'s, btw.. a Dell Dimension 1100 sells for $549 here,
complete with OS and 3 year warranty..

--
Mike Hall
MVP - Windows Shell/User

Richard

My understanding is that Microsoft have granted Dell a Licence to
reproduce customised versions of Windows XP. You give the
impression that Microsoft have sold Dell a Windows XP CD, which
is not how I believe the process works.

I agree with your comment "You're screwed, but you saved a few
bucks!"

I do wonder whether Microsoft might consider it could be a pirated
copy. If the CD is no good contacting Microsoft might result in some
user satisfaction. Such action might also save other users suffering
the same fate.
http://www.microsoft.com/piracy/Reporting.mspx

--

Hope this helps.

Gerry
~~~~
FCA
Stourport, England

Enquire, plan and execute
~~~~~~~~~~~~~~~~~~~

 

[Gerry Cornell]

What is the problem with the CD? Please explain what you are expecting from
Support? Can you activate?


--

Hope this helps.

Gerry
~~~~
FCA
Stourport, England

Enquire, plan and execute
~~~~~~~~~~~~~~~~~~~

 

[Ron Martell]

I built my own computer and purchased the WinXP Pro for it over the internet.
The software arrived on a very professional looking Dell re-installation CD.
The Product Key code produces a Product ID that identifies my computer to
Microsoft as an OEM product and Microsoft refuses support as a result and
directs me to Dell for support. Dell obviously isn't going to assit me. I
paid for the software and, I assume Microsoft benefited somewhere along the
line and I feel I deserve the support.

Has anyone else had this problem and, if so, is there a solution?

Your real beef is with the person who sold you the software.

And just to clarify what you actually purchased could more accurately
be described as "Dell Windows licensed from Microsoft".

What problems are you having with this software? If you have
purchased a "BIOS locked" OEM version, which is the way all new OEM
versions from major companies are configured, then you will have
activation problems that cannot be resolved except by purchasing a new
version.

But otherwise it should be possible to resolve your issues if you can
post a message with the specific details.

Good luck

Ron Martell Duncan B.C. Canada
--
Microsoft MVP (1997 - 2006)
On-Line Help Computer Service
http://onlinehelp.bc.ca

"Anyone who thinks that they are too small to make a difference
has never been in bed with a mosquito."

 

[Vanguard]

I built my own computer and purchased the WinXP Pro for it over the
internet.
The software arrived on a very professional looking Dell re-installation
CD.
The Product Key code produces a Product ID that identifies my computer to
Microsoft as an OEM product and Microsoft refuses support as a result and
directs me to Dell for support. Dell obviously isn't going to assit me.
I
paid for the software and, I assume Microsoft benefited somewhere along
the
line and I feel I deserve the support.

If the seller did not identify that they were selling a Dell OEM version of
the product then they committed fraud. You never mentioned WHERE you
purchased it over the Internet. Considering that they ripped you off, you
might be in double danger if you gave them a credit card number.

 

[Guest]

Well, I have read all of the responses to my original post and I feel like a
bad boy that just got out of chruch.

I purchased this software over 2 years ago and did not know that it was from
an OEM source until I got it and even then did not realize the implication.
It was advertised as having a Product Key Code that would work, which it did
until I wanted some support and then the real OEM issue became apparent. My
feeling is that Microsoft should come down on Dell for putting this stuff out
in the public domain and, until they do, they should support it.

The WinXP software has work very nicely and it is only recently that a
problem has developed. If having access and being able to change the BIOS
means it is not "locked", then it is not locked. I have engaged in
overclocking and have flashed it several times.

For those of you who are interested in solving my problem, see my 1/22/06
post under Windows XP Help and Support entitled "Shutdown and Startup
problems".

 

[Gerry Cornell]

You have not replied to my last post nearly 6 hours ago!

--

Hope this helps.

Gerry
~~~~
FCA
Stourport, England

Enquire, plan and execute
~~~~~~~~~~~~~~~~~~~

 

[Mike Hall \(MS-MVP\)]

Dell don't put them out for sale.. people acquire them from companies who
have no use for them because the company loads a corporate platform..

 

[Vanguard]

Well, I have read all of the responses to my original post and I feel like
a
bad boy that just got out of chruch.

I purchased this software over 2 years ago and did not know that it was
from
an OEM source until I got it and even then did not realize the
implication.
It was advertised as having a Product Key Code that would work, which it
did
until I wanted some support and then the real OEM issue became apparent.
My
feeling is that Microsoft should come down on Dell for putting this stuff
out
in the public domain and, until they do, they should support it.

So how is Microsoft going to force consumers that buy Dell machines to not
sell off their OEM CDs? Microsoft had nothing to do with it. Dell had
nothing to do with it. The seller you bought from was the criminal but more
likely you didn't know what you should buy. You're looking for an easy out
for a mistake you made awhile ago. Live, burn, recover.

The WinXP software has work very nicely and it is only recently that a
problem has developed. If having access and being able to change the BIOS
means it is not "locked", then it is not locked. I have engaged in
overclocking and have flashed it several times.

Huh? What does getting into the BIOS have to do with a BIOS-locked OEM
version of software, any software? The OEM software looks for a particular
signature string in the BIOS so it know it can install on that brand and
model of computer. That has nothing to do with you getting into the BIOS
setup. Being BIOS-locked means you cannot use that branded OEM version to
install on other brands of computers. If you get a retail version - which
you alluded to - from Microsoft then it won't be BIOS locked. It will be a
generic Microsoft-branded OEM version. Since you installed the Dell-branded
OEM version on a non-Dell box, you already know that it is *not*
BIOS-locked.

For those of you who are interested in solving my problem, see my 1/22/06
post under Windows XP Help and Support entitled "Shutdown and Startup
problems".

We need to go elsewhere regarding THIS particular topic? Problems with
shutdown and startup are separate of problems with legitimate licensed
copies of Windows and of getting support which was the topic of THIS
discussion. You got stuck with the wrong product perhaps because the seller
misrepresented their wares (i.e., fraudulent seller) or perhaps because you
bought the wrong product (i.e., ignorant buyer). Unless you were restoring
or rebuilding a Dell computer, why wouldn't getting a Dell-branded
installation CD trigger you to check if you got the right version or not?

Microsoft and Dell had nothing to do with your decision and action on what
you bought. It is not their responsibility to replace the stolen or invalid
wares anymore than it would be the responsibility of De Beers to fork over a
real diamond because you bought a hunk of glass from someone from a van in
an alley selling the stuff for super cheap. However, despite the
possibility that the seller defrauded you, it is also possible that you
don't have experience in building computers and simply bought the wrong
product as evidenced by getting a Dell-branded OEM version but you weren't
building a Dell box.

"Has anyone else had this problem and, if so, is there a solution?" Well,
what would be that problem? You never did state there was a problem in your
original post. So far, you're whining about not getting support from
Microsoft or Dell but that does not equate to a real problem in *using* that
OEM version of Windows. Doesn't the Dell-branded OEM version of Windows
activate okay? If so, why do you give a gnat's fart about getting help from
Microsoft? You do know since you, ahem, build computers that you only get 2
support incidences with the retail license, right? You're really concerned
about calling Microsoft (or Dell) on all of only 2 problems? Those 2
problems will get consumed lickety split and you'll be right back here
asking for more help, anyway. I buy OEM versions because the increased cost
for the retail versions for just 2 support calls is way too pricey. Go read
http://tinyurl.com/cvo8x. 2 support calls or e-mails. That is ALL you get.
So you don't lose a lot by getting an OEM version. Since it installed on
your non-Dell box, it isn't a BIOS-locked version. Do you really need the
handholding of just 2 support calls?

Just move on, forget about whether you should get support from Microsoft or
Dell, and go ask for help in the various communities, forums, and
newsgroups. You can cry all you want that someone, anyone, should be
altruistic and save your butt but it probably won't happen unless you are
still living with your parents. Regardless of all the rants, berating, and
whatnot, I still don't see a real problem with *using* what you got stuck
with. You never claimed it wasn't usable. The support you claim that
someone somewhere should give you because you doled out money ain't gonna
happen. Start a new thread and post whatever is your real and current
problem with *using* that OS, not about what you think you were entitled to
but were not.

 

[Bruce Chambers]

I built my own computer and purchased the WinXP Pro for it over the internet.
The software arrived on a very professional looking Dell re-installation CD.

If that Dell OEM CD didn't come wrapped in a Dell computer, it's *not*
a legitimate license.

The Product Key code produces a Product ID that identifies my computer to
Microsoft as an OEM product and Microsoft refuses support as a result and
directs me to Dell for support.

Correct, Microsoft doesn't provide support for OEM products; the seller
is contractually obligated to do so.

Dell obviously isn't going to assit me.

Not unless you got that CD along with a Dell computer, no.

I
paid for the software and, I assume Microsoft benefited somewhere along the
line and I feel I deserve the support.

And you'd get support, had you purchased from a legitimate vendor.
Unfortunately, you've purchased stolen goods, and are probably out the
money. You should also cancel the credit card used to make such a
purchase, as web sites like those that sell pirated software also often
sell the credit card numbers so garnered.

Has anyone else had this problem and, if so, is there a solution?

You've been ripped off. Contact the seller to ask for a refund (though
it will probably do no good), your credit card company to try to stop
payment, and any pertinent law enforcement agencies for assistance.



--

Bruce Chambers

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