Dell Policy Forbids Spyware Removal Support

[Don_G]

They don't ship spyware with their PC's, but they refuse to assist in any way if your computer gets infected with the nasty stuff. I'm wondering if it's because of copywright laws in the US or their staff of wonderfully trained customer support in India that can barely understand English?

Link: http://216.180.233.153/~swidotcom/2.html

[Catholic Sensation]

1. I remember I was on the phone with dell support when

the twin towers fell, and the stupid support person had the audacity to say "i don't care what happened, what's wrong with your pc" when I said "oh my God the world trade center just collapsed."

[Spider Jerusalem]

2. Actually...

I heard that they're terminating their support contracts in India and bringing those jobs back to the States after a huge number of customer complaints.

[sally343434]

6. Only server support

Only server support (the large corp customers) will have stateside support. Everyone else gets India.

[madfloridian]

10. Only corporations, not home users.

I had a 3 year contract on my Dell. I could not get anyone to speak with me where we could understand each other. I hired a local tech, formatted, installed XP, and did away with the contract.

Home users still get India.

[JailBush]

3. Actually, I can't imagine why Dell would want to pay technicians to help

remove spyware. They probably have their hands full dealing with DELL problems. I'm not a big fan of Dell; I'm using my second and last Dell computer. But spyware's all over the map - and it certainly isn't manufactured by Dell.

[GAspnes]

4. from a tech support standpoint

spyware is just too icky a problem to try to deal with over the phone. Plus, you're using 3rd party software to solve a 2nd party problem. Given the configuration issues (and the need to keep hold times down), I'd implement a similar policy -- "You broke it, you fix it."

Dell isn't responsible for the lusers' stupidity.

[sally343434]

5. Dell is lying

The fact is that Dell does hide spyware (a dialer) on their new systems. We routinely scan all new computers we set up for clients and find all the new Dells have this buried in their bloatware. We remove it without trouble, and everything continues to work just fine.

[Liberal Veteran]

7. Well...let's look at this logically.

Dell didn't ship you a computer with spyware.
Dell technicians are trained only in the software that shipped with the computer.

So why should Dell have to pay people money to help you get spyware that you installed on your system either willfully or ignorantly off your system especially when they aren't trained in the umpteen thousand types of spyware aps out on the market?

I worked as a tech and when I suspected a person was having a problem with spyware I would direct them to a third party spyware removal tool like Ad-Aware or Spybot Search and Destroy, but it was not my job to help people remove finicky programs that I know nothing about.

We called those support boundaries. Going outside of them was not only frowned upon, but could often be dangerous because in floundering around blindly to remove some crapware that a customer installed, we could cause major system instability and/or data loss and then it would be our fault.

[sally343434]

8. Dell loves Bu$h

Don't forget Michael Dell is a Bush "Pioneer." He gives enormous sums to The Cabal.

So remember that a portion of every dollar you spend at Dell goes to the devil.

[Catholic Sensation]

9. I like Bush too

only not W ;)

[MidwestTransplant]

11. Dell tech support in India has 2 solutions no matter what the problem

1. Uninstall Windows

2. Uninstall Office


Basically they don't know what they are doing and are telling you the equivelant of cutting of your hand when you have a hangnail.

[Don_G]

12. I Unfortunately Know

Micro$haft has shipped their customer support to India also.

At the moment, I'm using my absolute last Dell Notebook. My next one will be either a Mac (depending on US based support) or a home-built system with local tech support.

[Pinko Commie]

13. I know someone that only has one...

Symantec tech support only has one answer. Reinstall Norton Internet Security, then re-download 100MB worth of live updates.

I wouldn't mind if Symantec outsourced tech support to India. Indians can be pretty smart. Problem is they outsource to your average 5 buck an hour phone support type.