Dell refuses software support if you do not buy W7 from Dell

 1. This has always been the policy of Dell, HP, Sony, Toshiba, ect..

2. Why should anyone have to support something they did not sell?

Windows 7 bought at retail is supported by Microsoft.

Well, let's see, I buy the computer through the University and W7 is offered at a fraction to us. If you can purchase it for $30 versus retail, would most people really think twice? The copy I bought IS IDENTICAL to the one I can purchase from Dell. Then, when I am using a browser that is platform independent (Firefox), then they won't provide any support, because the OS is different. Are they really supporting something they didn't sell? Or helping a loyal customer that has purchased more than $10,000 worth of hardware from them over the years with an issue with THEIR website and download manager?

Why is it that I can install all sorts of other software on the computer and Dell will speak to me about a general software issue, but once I install a new OS then I am left hanging in the wind? Look through the FAQ for Windows 7 on the Dell website. I does not mention this fact ANYWHERE.

I am not saying that I can't see their point of view - it just seems that this should be an in your face warning. YOU WILL NOT RECEIVE SOFTWARE SUPPORT UNLESS YOU BUY WINDOWS 7 FROM US - regardless if it is an OS issue.

Its really is this simple.

They supoport what they sell, just like any other company in the world.

I suppose if you bought  Ford Truck, and at a later date you bought a Ford engine from the local machine shop and installed it, you would still want Ford to support (warranty) the engine?

So you think I should call Microsoft about the Dell website and Dell's download manager?

I wasn't asking for service on the OS - I was asking for help with their download manager. It would be like Ford refusing to help with the brakes because I installed a new engine.

Let's face it here - whether I bought it and installed it from Microsoft or Dell bought it from Microsoft and resold it to me, it is the same OS on Dell's hardware. If I called with an installation problem or an OS specific problem, then fine, I see the point. But to summarily say that they will not speak with me about anything except for a hardware issue seems dismissive - like looking for an excuse not to help. For god's sake, it was a problem that I  was having with their download manager, not an integral Windows 7 program.

The point of opening this thread was also to make sure others are forewarned that this is the case. Perhaps I am the only idiot in the world to happily buy a Windows 7 upgrade in the cheapest way available and to be suprised that Dell would not help with a piece of their own software.

I have a feeling that the tech was misinformed.

Regardless, the simple solution is not to use Dell Download Manager.  It's not required.  If necessary, uninstall it, clear cookies, and then opt not to use it when you try to download something from dell.

KenV99,

If the only problem was with Dell's Download Manager, then follow the instructions below and then download the files in your browser instead.

To use the Dell download manager you must have the Windows .net framework installed (use Windows update).  Though it's not made clear by Dell, you DO NOT need the manager.  Go into your browser settings and delete all Dell cookies (or clear all your browser cache).  Then go back and choose "download using my browser" when you select the file for download.  You will then not need the Dell download manager at all.

Rick

I do greatly appreciate the advice provided about how to get around the download manager. Given the fact that I have re-imaged the machine with the original install, the point is moot unless I decide to void my software warranty and expect no help from Dell and go ahead and install W7. I really wish Dell would reconsider their blanket policy of denying any type of software support if you upgrade to W7 without purchasing from them. Do they have to? No. I guess not. Would it show a commitment to their customers and an appreciation of the fact that customers have many choices when it comes to hardware? Yes. Will this encounter with them influence who I choose next time when it comes to a hardware purchase? Most definitely. If they could have even been NICE about it and even pretended to be helpful, it would have gone a long way. However, I was summarily dismissed.

Lost in all this thread is the fact that Dell's software warranty is short - I think 30 days after purchase.

Generally, no major maker has any software warranty longer than that. In other words, go elsewhere if you choose, but software warranty policy is the same or very similar.

I suspect you would have gotten no more help from Dell had you bought the Windows 7 upgrade disk from them.....