Dell support process failure

Dell owners,

The situation: I volunteer to help with the computers at a school for special needs children. It a non-profit organization and often receives donated computers. One of these computers was a Dell Dimension 4550. One day it's drive 'C' died, and I was asked to see if I could fix it.

The process from Dell-hell...

1. Went on the web and got into an online chat with Dell technical support. Explained that I needed a CD-ROM recovery disk set. Their process was to ask for the original owner's address. I explained that the system was donated some time ago and the original owner is unknown. The tech support said that the owner information in their database does not match mine, so I would have to contact Dell Customer Care, as they were the only ones that could help.

2. The chat was forwarded, by tech support, to customer care. I explained the entire situation again. Apparently customer care does not have the ability to update the owner database and told me I would need to fill out a form, send it in, and within 30 days the database would be updated. I asked how to fill out the form, if I do not have the original owner's address. The reply was that I would not be able to fill out the form without the original owner's information, and so they would not be able to help. The only help they could do was to email me a coupon for $50 and forward me on to Dell Sales.

3. The chat was forwarded, by Customer Care, to sales. Where I had to explain the entire situation a third time. I explained that I needed to purchase a restoration CD-ROM for the Dimension 4550 and had a $50 coupon from Dell customer care. The response was that they do not sell the restoration CD-ROM and that I would need to contact technical support. I explained that I had started with technical support, got pbutted to customer care, and then pbutted to them. Going back to start over seemed useless unless I had something different to present to technical support. At that point the sales person stated that they could not help, and terminated the chat.

So.. The process model for Dell customer support is: Pbutt the buck, pbutt the buck, try to pbutt the buck, and then hang up. What a mess !!

So ... how did I get the problem fixed ? 1. Give up on Dell support. They are useless and will only burn several hours of your day. 2. Find a copy of WinXP Home and scratch install it. Use the Windows product code from the sticker that is glued to the side of the box. 3. Call Microsoft support, and have them activate the Windows XP Home edition. Explain to them what's going on and they will be more than happy to activate the product. ( in 15 seconds flat ! ) 4. Go back to the Dell web site, and download the drivers for the VGA chipset, and the Audio drivers. 5. Install the video and audio drivers. 6. Pull Windows XP updates from Microsoft. 7. Inform school that no further Dell products are to accepted, or purchased, for use in their organization. Their not worth the hbuttle! Even FREE hardware is not worth it, if it puts one in Dell-Hell

Enjoy, Postmaster