Updates for Windows Vista problems DELL

cha-cha_2

Hi - I bought a dell laptop in July for my daughter. On set up she was asked whether she wanted updates to be done automatically and she said she did. The laptop worked fine till about 5 weeks ago but there is a problem with the update for Microsoft vista update. The computer tries to load the update and then install but it is unable to do. She is unable to get into her computer and the whole process is caught in a loop.

I contacted Tesco Direct who on an automatic phone lline put me through to Dell. They say that in spite of having a 12 month guarantee on the product the software updates are not covered. If we want it resolved we have to pay them to assist us. They say that this goes for any software update and that really if my daughter hadn't requested automatic updates we wouldn't be in this situation. I object to paying any money because I still feell we should be covered for help and support in the first 12 months. Dells hardware would not work without the software so I can't see why Dell are taking a step back from their responsibilities.

Can any one help regarding what I need to do a) can Dell charge for this? b) is this true about updates (I have automatic updates for my anti virus software!) c) what I can do to resolve this.

Sorry this is long and protracted but feel somehow we have been shortchanged. Thanks.

Donnie

I have never heard of such a thing. DELL should be responsible for the OEM Operating Systems that are supplied with their PCs.
I've also can't believe that they told you that because you chose the Microsoft RECOMMENDED choice of Automatic Updates that you will be penalised.

I can only assume that someone at DELL has been woefully misinformed as to their responsibilities.

I'm if they really had such a nasty clause in their contract it would have been exposed by now.

AFAIK DELL are responsible for the support of your Vista installation. Pin them down.

cha-cha_2

Hi Thanks for your support. But their line is that any software updates are the responsibility of the software company not theirs. I have made two calls over this so far and been told the same thing. I have looked on the Tesco Direct website and others and there are no mentions about software issues - they will sell breakdown electrical insurance but software is not included. Is this a get out clause for Dell? To make things worse I bought the same laptop for my other daughter a month later. I have told her to ensure updates are not carried out. So what now? My original purchase was with TESCO direct so is this their responsibility to resolve as the original consumer contract was with them?

Donnie

DELL Support

Ask them to send you an email containing the clause which states that their are not responsible for the support of your O/S because you chose Automatic Updates.

Use their Geographical number; 00353 1279 5700 and one of the call through numbers to call them at 0.5p per minute, if you only have the option of a 0870 number.

Donnie

cha-cha wrote: »

Hi Thanks for your support. But their line is that any software updates are the responsibility of the software company not theirs. I have made two calls over this so far and been told the same thing. I have looked on the Tesco Direct website and others and there are no mentions about software issues - they will sell breakdown electrical insurance but software is not included. Is this a get out clause for Dell? To make things worse I bought the same laptop for my other daughter a month later. I have told her to ensure updates are not carried out. So what now? My original purchase was with TESCO direct so is this their responsibility to resolve as the original consumer contract was with them?

That is software OTHER than the O/S which was supplied with your PC.

From the Microsoft(UK) website: Support for products installed on computers at time of purchase is provided by the computer manufacturer.

Microsoft Support(UK)

cha-cha_2

That's really helpful - I shall take up during normal office hours (although my calls are usually diverted to India call centre.)
Will let you know the outcome!

Donnie

cha-cha wrote: »

Hi Thanks for your support. But their line is that any software updates are the responsibility of the software company not theirs. I have made two calls over this so far and been told the same thing. I have looked on the Tesco Direct website and others and there are no mentions about software issues - they will sell breakdown electrical insurance but software is not included. Is this a get out clause for Dell? To make things worse I bought the same laptop for my other daughter a month later. I have told her to ensure updates are not carried out. So what now? My original purchase was with TESCO direct so is this their responsibility to resolve as the original consumer contract was with them?

This is not good advice. How on earth would a layperson know what to install if it wasn't set to Automatic Updates?

I can't believe someone gave you such idiotic advice. They could argue about not giving you support if you declined to set it to Automatic Updates, but certainly not the other way around.

cha-cha_2

The saga continues. I phoned the number you supplied which goes to India. Apparently India supports the laptops issues. They have said for the upteenth time that the warranty does not cover updates for the operating system and that they can assist to put the laptop back to its factory settings but if I want his resolved (as it should be) then I have to go to their technical helpline which is chargeable. I quoted the info from Microsoft re support should be from Manufacturer and they said this is not the case - even though it is the operating system. My next call is to TESCO direct as there is something amiss about what the warranty actually covers and effectively the computer is reliant on the operating system to work!

It is sooo helpful to have someone like yourself to give an alternative perspective on mine. DELL are in my view avoiding their responsibilities. Let's see what TESCO have to say!

Donnie

There is NO WAY that you should pay for this.
As a temporary fix, you can use System Restore.

Try here for additional support. You can mention the DELL not supporting Automatic Updates question to them whilst you are there. Use this 'call through' number; 0844 200 95 95.

[Deleted User]

Disgraceful behaviour from Dell. They should be providing you the support because they've obtained the software from Microsoft at a heavily reduced rate because they, not Microsoft, will supply the end user with technical support!

In the mean time, to get your computer back to working, can you restart it in Safe Mode by pressing either F5 or F8 on start up?

Airwolf1

Do you know which update is causing the problems?