more on end Dell - Extortion? - RESOLUTION

[David Farber <dave () farber net>]

Begin forwarded message:

From: Art Wolinsky <awolinsky () oii org>
Date: May 31, 2005 6:18:12 PM EDT
To: dave () farber net
Subject: Dell - Extortion? - RESOLUTION


I'm happy to report that the situation has been resolved and neither  
extortion nor nefarious deeds are the case.  Unfortunately, a lack of  
expertise at both levels of tech support I dealt with is definitely  
the case.

After the two messages to IP and a barrage of replies off list, I  
decided I would definitely have to pursue the matter, but wanted to  
make sure Dell had the opportunity to respond appropriately.  To that  
end I contacted our regional educational sales manager.  I knew he  
was not the person to resolve the issue, but knowing him I knew he  
would see that it reached the proper place.  That in fact is exactly  
what transpired.   After talking with him and explaining the  
situation, my message was passed up the chain.

At 3:00 while I was out I received two calls from Dell.  When I got  
home, I returned the calls, left messages and a few minutes later  
received a call from a gentleman from Americas Client Services  
Resolution Expert Center.  After explaining the problem to him, he  
felt that it was most likely a case of corruption of the uninstall  
software and suggested I download 2.0 reinstall it and then try to  
uninstall it.

He gave me the link and I did as he suggested.  The interesting thing  
is that when I ran the install,  the wizard gave me only one choice,  
namely REMOVE.  I clicked the button and the software was removed.   
Needless to say, I'm pleased with the outcome, but not pleased with  
the quality of tech support Dell is providing their users, especially  
at $50 a pop.  Had this been the only incident, I would simply pass  
it on, but my last three calls to Dell support are on par with this  
incident and others are equally frustrating, but not theater of the  
absurd.   However, I'm not here to bash Dell so I won't detail them.

For those who are also having problems removing Dell Support 2.0  
here's what I suggest.
1) Go to <http://www.support.dell.com>http://www.support.dell.com
2) In the search box  type -  dell support software 2.0 download and  
install
3) Search the results and find software for your model type.
4) Download and try to install... Hopefully it will give you the  
option to REMOVE it.  If instead it installs it, try to uninstall it  
after it installs.

Incidentally, at the Dell site there are instructions on how to  
remove Dell 3.0 software.  It indicates simple use of the Add and  
Remove Programs feature.  So if 3.0 installs on your machine before  
you read this, you should be able to remove it or use the same  
process as above.

Interestingly enough, the tech who solved my problem was Dave.  Kudos  
to Dave and Dave for helping me in my quest.

I can't tell you how relieved I am not to have to go into battle mode  
or spend countless hours trying to resolve the issue.  I have far  
better ways to spend my time.

Thanks to all who responded to me off list.  Your help was invaluable  
and greatly appreciated.  Relating to Dell some of the stories you  
related to me clearly demonstrated to them that their uninstall  
software gets corrupted for more than they realized.

Best to all!

Art Wolinsky


******************************************************************
 Art Wolinsky
 OII Technology Director      http://oii.org
 awolinsky () oii org             (609) 597-9481 ext 337
******************************************************************
I am perfectly capable of learning from my mistakes.
I will surely learn a great deal today.
******************************************************************




-------------------------------------
You are subscribed as lists-ip () insecure org
To manage your subscription, go to
 http://v2.listbox.com/member/?listname=ip

Archives at: http://www.interesting-people.org/archives/interesting-people/