NewsDell, Give Folks Their 64-bit Media
I’m going to give Dell one warning. Give folks their 64-bit media for Vista, when they request it. Dell claims that OEM copies of Vista cannot be switched between 32-bit and 64-bit installs. This is flat out wrong, a photocopied misconception, and a rather shameful response by the world’s largest PC maker.
For example, you can take an OEM 32-bit Product ID for Vista, and use the same product key with the standard OEM 64-bit install disc. Was that so hard?
Aparrently for Dell, it is. See, top-tier OEMs use different Product ID algorithms (to protect from piracy). So, you need a Dell 64-bit Vista Install Disc to use that license (which you’ve already paid for) as a 64-bit version of Windows. All Dell needs to do is hit the burn button on their CD copier, and put that disc in the mail when a consumer wants it. We’re more than willing to pay a $10 handling fee for your $2 disc.
What Microsoft says is that they will not assist OEM users in obtaining different media… because system builders can select between 32-bit and 64-bit media at purchase. Retail users have to pay a handling fee to obtain a Retail 64-bit disc (Ultimate Retail comes with both 32-bit and 64-bit discs). The reason Microsoft does this, is precisely because Dell, HP, and other top-tier manufacturers use their own algorithms… and thus, there are actually several OEM Vista discs.
What will happen if Dell (and others) don’t start making good on customer requests? Well, I personally think that they are breaking the law, interfering with the Microsoft EULA, which appears to permit OEM users to go the 64-bit migration route… making Dell the giver of “undue, unconscionable interference between Microsoft and the consumer” — Christopher Price. I don’t have a law degree (we’ll see about that later), but I’m warning Dell… lots of other class action lawyers do. Dell, according to Microsoft, and themselves, is the sole actor that could issue customers 64-bit media. The only other option for customers to enforce what their Microsoft license terms allow, is to pirate Vista, which in turn then breaks Microsoft’s license. Hence, Dell is forcing customers to either re-purchase Windows Vista, or violate their license with Microsoft.
Bear in mind, most customers don’t know the difference between 32-bit and 64-bit at purchase, and Dell really doesn’t reference the distinction (to the typical buyer). Guess what’s going to happen when those folks take their PCs into a shop and ask for a RAM upgrade of 4 GB or more?
Well put. I’m about to buy a dell and I want both the 32 and 64 bit cd’s. This when when I go to 4gigs of ram I will have the os install ready to follow.
I’m waiting for a Dell workstation to arrive today. It comes with 32-bit Vista, but I will be trying to get the 64-bit CD as well, becouse I already have 4 GB of RAM and plan to expand to 8-16 in the future. My experience is if you want something (from Dell, etc.) - it’s best to ask straight away after delivery (within 30 days) - that way you’ll have a better chance to get what you deserve…
When I ordered my Dell Laptop last year they did not even hae 64bit as an option. I rather run 64bit and Dell is useless to help
I purchased one of Dells new studio’s with 4gigs of RAM assuming that because other laptop manufacturer’s know to give you 64bit for that much RAM that Dell would also. I ran into this exact problem when, after seeing that I was only running 32 bit and at most using 3.2 of my 4 gigs, I called Dell this afternoon to request an installation disk. I was by 3 people (one a “supervisor” that id finally asked for) that not only are they blatenly refusing to assist me in upgrading to 64bit but I don’t need it because “consumers do not use the type of programs that 64bit runs” and that my 32bit is using all of my RAM.
So after a total of 2 hours of being repeatedly told I don’t know what I’m talking about I’ve decided to return my 5 day old laptop, get a refund, and go to HP where it’s an easy free upgrade to move over to 64bit.
Dell and Best Buy are doing one worse now. We bought a Dell Inspiron 530 with 64 bit vista installed 2 weeks ago. I need to reinstall the system because of a driver problem. Dell told me they have an agreement with Best Buy’s Geek Squad and I will have to call them. I did, and they told me they would not tell me how to access the system software unless I paid them 169 dollars. I got a hold of Dell and told them this and they said there is nothing they can do. They have an agreement with Best Buy and call them. So if you buy a Dell from Best Buy and need to reinstall the OS prepare to pay the Geek Squad 169 bucks to find out how. I will probably end up buying a version of vista and installing it. And Best Buy and Dell will never get another dime from me. And the usual ways to restore a Dell system do not work now on this computer. F8, ctl F11 etc.
Ed, it sounds like Geek Squad used a retail CD to install Windows Vista, and enahanced the sale with a 64-bit copy.
Remind them that you are legally entitled to the restore discs, to preserve your license rights ensured by the product key.
It is possible that Geek Squad added a pirated copy of Windows Vista to your system, which added 64-bit to help secure a sale.
I wouldn’t let this one go… you may have to dispute the charge with your credit card company (assuming you bought it with one). I would also ask for the manager on-site, and if that fails, an appointment with the store’s general manager.
Chris, Follow up:
A Dell Global Escalation team member called me and is going to send me the system disks, no charge. This was a day after I sent an email to a Dell VP explaining the situation.
So, buy a Dell at Best Buy, you have to pay an extra 169 bucks to the Geek Squad if you want any support because of this agreement that no one is disclosing until after the fact. Probably in fine print somewere to keep it legal but it smells.
Dell, please make it easy to obtain these disks or provide them at the sale. As to this Best Buy agreemen. Your bottom line will tell if this move was good.
Ed, did you actually receive 64-bit restore discs from Dell? I think that would be a first if it did in-fact happen.
No, got a 32 bit set of disks. Explains why when I punch the computers tag into their web site all I see is a 32 bit model and why Dell won’t support computers sold by Best Buy. I got tired of the hassle and purchased my own 64 bit oem version for less then half the cost they want to charge me to give me the secret code to restore the system. All I can say is, good luck Dell, people want Dell service, not Geek Squad service (for 169.00). Dell will not stand behind a computer sold at Best Buy and people should be told that when the buy it.
I believe that at the least, dell is immoral. Whereas most companies will automatically upgrade to the 64 bit (if you order 4 gigs of memory) Dell seems to have “accidentally” left out the message when you click on the 4 gigs of memory option. My fault, assuming they do it automatically. I assumed this because I used to think pretty highly of this company.
I don’t even want the machine now. I don’t think that I should have to wait another day or 2 or more for the disk to arrive, then install and hope that nothing else unusual happens. When I buy new, i want the product ready to go out of the box. And if one weird thing happens during install, I have to spend additional time figuring out what it is.
An analogy is buying an automobile (fully equiped) and assuming the top of the line radio also comes with it. It doesn’t and you call them; they say, well you should have asked for it but we will send you the radio and you have to install it yourself.