Dell
Laptop Hard Drive Replaced but MS Office Disc Never Sent

Had the same/similar experience as Arthur in Wylie, TX with Dell. My son's Laptop crashed after only a year and not quite a half. Contacted Dell and they said they would replace and send out a new hard drive and all software—told them we didn't need all the software because I still had it from the original order—they sent the new drive and software came with it anyway with the exception of MS Office. I figured it didn't matter because I had all the software that came with the comp. So I went to get my MS Office CD and it wasn't there—all of the stuff was in the box—never took it out and never checked it to see that it was all there because the computer came with it all installed. Many contacts by phone and email became totally frustrating. Were told to install the original MS Office that came with the laptop—of course I told them it had never been included and they said too bad—you had to notify us of any missing parts of the order within 14 days. Company policy and all! My son and I contacted many people by email and phone to no avail! Would not send out a MS Office no matter what and the woman hung up on my son when he got a little argumentative. Mind you he never swore or used any abusive language and I can verify that because I was in the room for the entire call.

Anyway, since then we have told our story to more and more people. Interestingly, many friends have gone to look for their MS Office cd and also couldn't find it—never was included in the box and no one would go looking for it unless they had a problem! A friend in work told me yesterday, after I told her the story, that her son had the same problem, only they had a disk that was marked as MSOffice and when they went to re-install it—it was actually some kind of photo shop cd. She called Dell and got the same response basically—not their fault is was incorrectly marked! Then whose fault is it? Again, they refused to send her the software. I have purchased 2 Dell systems in the past and will never buy another Dell product. Their customer service is great when your purchasing, but after that, it is non-existent! Stay away!!!

Company: Dell
Country: USA
Site: dell.com

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