Issue with Dell Repair

hsj2011

I've got a business grade laptop from Dell that has an onsite warranty. about 6 weeks ago, a Dell engineer visited my home to replace the palm rest/touchpad of my laptop due to issues with the touchpad.

On this particular laptop, the Windows License is underneath the battery of the laptop, which appears (only just realised) to be the underside of the palm rest.

I have just removed the battery to locate my Windows serial number (Windows 7 Ultimate) to find the sticker is no longer there, which means that it must've been attached to the old palm rest and the Dell engineer didn't replace it when he changed the palm rest.

I've just fired off an email to Dell but is it unreasonable of me to expect Dell to replace the license? Am I right in thinking that without that sticker, my Windows software is effectively illegal?

What would you do in this situation?

free4440273

Am I right in thinking that without that sticker, my Windows software is effectively illegal?

^ no, not necessarily, although it does somewhat smack of incompetence from Dell. Some new machines still come without a license sticker I notice /

santer_2

Wait a bit for Dell, the license is of no use to them

There is a difference for business use in that it requires the certificate of authenticity label to be on the machine

Fill in the details here, then look at number 16

http://www.microsoft.com/About/Legal/EN/US/IntellectualProperty/UseTerms/Default.aspx?pf=true

penrhyn

The only time you are likely to need the licence key is if you have to reinstall windows.
Microsoft can read your licence key when doing certain updates.
You still have a legal copy.

Someone may be able to tell you how to extract yopur licence key so you can make a note of it.

santer_2

speccy will let you see the license for the installed version

http://filehippo.com/download_speccy/

penrhyn

Thanks for that, never realised, got Speccy on the PC as well!

hsj2011

Thanks for all the replies.

I guess the issue is that with Dell machines, their recovery discs don't ask for a Windows Serial Number, neither are they unique. They detect a certain Bios version and automatically activate the version of Windows that the laptop was sold with, without actually connecting to Microsofts servers. Unfortunately, this means that grabbing the serial number won't be of any use because I guess it'll be a generic one that won't activate on its own.

However, as Santer suggested, with business machines, these stickers are important. Grrrrr Dell are great aren't they?? The last repair I had done on a different laptop, they walked away with my bluetooth module then posted it back to me and told me to fit it myself!!

hsj2011

Just had the following email back from Dell, almost dismissing the issue:

I have contacted customer care regarding this issue. The thing with the legality with the COA labels with Dell systms, is that all Dell systems can use any Dell OEM disk, as we have an agreement with Microsoft regarding the operating systems.
Meaning that Dell systms can legaly use any Dell Windows disk to reinstall operating systems. Your system is totally legal.
I will follow up on this with further information.

I have replied, quoting section 16 of the document Santer linked to which states

16. PROOF OF LICENSE.
a. Genuine Proof of License. If you acquired the software on a computer, or on a disc or other media, a genuine Microsoft Certificate of Authenticity label with a genuine copy of the software identifies licensed software. To be valid, this label must be affixed to the computer or appear on the manufacturer’s or installer’s packaging. If you receive the label separately, it is invalid. You should keep label on the computer or the packaging that has the label on it to prove that you are licensed to use the software. If the computer comes with more than one genuine Certificate of Authenticity label, you may use each version of the software identified on those labels.

hsj2011

Just a bit of an update: Until yesterday, Dell have been trying to resolve this issue. The guy that's been dealing with it has been trying to get authorisation to send me a new OEM disc with COA. However, he has now said that because I cannot confirm who the laptop is registered to (as I bought it off ebay), they are withdrawing support so will not resolve this issue. Great!

santer_2

There is this, and it says in most cases, so I would be inclined to tell them the position Dell have placed you in, and that you need only the COA

http://support.microsoft.com/kb/326246

Replacement OEM or system builder software media

In most cases, you should contact the OEM (original equipment manufacturer) or the system builder directly to replace Microsoft software that was distributed with your computer. However, an exception is made for operating system service pack media*, for which you can contact us directly.