Obnoxious Dell Pre-Installs
Time for a rant: This is one of those things that makes me look at Dell and wonder WTF happened to their vaunted customer service. I blame either a) a McKinsey ("the people who brought you Enron:™ ") -type consultant, or 2) some jackass MBA.
Dell no longer "delights" their customers -- at least not this one. They have become a commodity supplier of low cost goods, which are IMO spyware/popup infected.
Seriously, who is the Putz that greenlighted this collection of obnoxious sales pitches?
- Type in a bad address, and instead of Google, you are directed to a Google like page with ads for Dell's products (see below);
- Print anything, and the default printer utility will launch a sales pitch on toner;
Someone should fire that bastard. Hardly delightful day after day.
Here are the fixes:
To delete the printer pop up, you must uninstall the printer software, and then uncheck a box during the install process. Not only did it take a Dell tech support person an hour to figure that out, but it guaranteed that my next printer will be an HP. (Morons).
The other McKinsey/MBA type abrasiveness is this stupidity below. Mistype an address, or leave any site that auto refreshes (WSJ, TheStreet.com, Briefing), and you get a Dell/Google co-branded sales page.
Go away.
To remove that program, go to the Control Panel Add/Remove Programs. Look for the application named "Browser Address Error Redirector" or it may be called "GoogleAFE". Select "Uninstall."
btw, I do not recall giving permission for that to be installed. (Jerks)
If the sales / marketing people at HP had any smarts, they would be paying attention to these sorts of customer service rants. The shame is, the machine -- once the obnoxious-ware was uninstalled -- is a reliable screamer.
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This sort of poor customer experience will certainly make me hesitate before if I order something from Dell again . . .
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For prior discussions on this topic, see Consumer Issues and Investors and Consumer Issues (Feedback)
Hey! Your cranky when your off the meds!
Wednesday, March 29, 2006 | 06:30 PM | Permalink
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Comments
Great rant!
Maybe somebody Who Knows Somebody at H-P AND Dell will do all of us the favor of passing it on.
We don't need/want H-P to get infected; we'd like Dell to take notes.
Posted by: Nona | Mar 29, 2006 7:28:43 PM
Interesting
I am probably about 9-12 months away from new PC. I am not sure what to get. I have a Dell for now but who knows in a year.
Posted by: anon | Mar 29, 2006 8:36:03 PM
I just helped my mother-in-law to pick out a laptop. Originally I was going to have her to pick out a Dell Laptop, but after what I have gone with with my own Dell D600, I directed her to pick up an HP from a local Best Buy. I also notice that dissatisfaction rate has gone up for Dell, thanks for messages like yours.
Posted by: javasoy | Mar 29, 2006 8:56:42 PM
Can't imagine, an excel black-belt at Apple contaminating the brand experience that way.
Don't folks take note from Jobs - the greatest marketer of our lifetime.
Goal seeking your way to profitability doesn't work, with consumer businesses.
Posted by: Stu | Mar 29, 2006 9:25:10 PM
the real question is why the heck do people buy Dell anyway. answer?
perceived value that just doesn't exist. same as the perception among apple users that "they're easier to use".
hooey
Posted by: Bob A | Mar 29, 2006 9:57:48 PM
I've been using Apple computers since 1986. They work very well. A few of my friends who have PCs can't use them because they're crippled by virii. That's never happened to me.
Maybe they're not easier to use -- I happen to think they are, but I'm biased. Their interface is more elegant well-designed, though, and to me that counts for something.
Posted by: katzenfinch | Mar 29, 2006 10:52:12 PM
I have been a Dell user for about 12 years now, and I like their PCs because they are reliable and cheaper than other brands. Many years ago, I used to crow about their great customer service. Not any more. I bought two PCs in the last 18 months and their service is terrible. They push hard for you to find the answer in the knowledge base, and when I tried to call, it took me a long time to get through. Worse, they gave me the wrong technical advice which would have cost me extra (told me to get a different video card to run dual monitor).
Though I can't stand their service, I am not convinced that I will get better value buying other brands. Anyway, I am still a few years away from replacing my PC.
Posted by: MCL | Mar 29, 2006 10:58:14 PM
This is why I went to Apple about 3 years ago. I had three Dell Laptops before moving to Apple and none have the reliability or service record of my PowerBook.
Posted by: TP | Mar 29, 2006 11:13:33 PM
Hmmm... this kind of krapp is an ABSOLUTE deal breaker for me. Incredibly shortsighted.
I was thinking of plunking down a chunk for an new Alienware rig. Hope the marketing geniuses at Dell don't get there hooks into this outfit as well. It would be poison--- high end users hate this kind of thing. (For example I haven't used Realplayer in years and never will...)
Posted by: Amur | Mar 29, 2006 11:48:17 PM
I had a refurbished Precision 330 that dies this month after almost 6 years and I replaced it with a refurbished Precision 470 that's great - and no crap on it.
My beef was the process of downloading and reinstalling software. Too many attempts to sign me up for marketing and take over my computer. A few pieces of software had the notice of email marketing several inches below the SUBMIT button for registration.
Excuse me - what kind of a relationship do you think you're going to have with me if you trick me into getting your spam?
Posted by: Paul | Mar 30, 2006 12:03:10 AM
hmm,
a. firefox or opera (you get tabbed browsing to boot!)
b. why would you separate McKinsey from a jackass MBA? Typically the overlap is quite extensive.
Posted by: jjj | Mar 30, 2006 12:07:54 AM
I used to build computers until Dell built them cheaper than I could. I bought Dell for years. Now, i buy Toshiba, and I am a lot happier. I got my latest Toshiba last month. I wouldn't consider a Dell anymore.
Posted by: Monty | Mar 30, 2006 1:17:02 AM
Stay away from Dell. I've had to send back 2 Dell machines in the past couple of years because they didn't work and the Indian customer service department were either unintelligible or unable to fix them. Bastards! (Not the Indians, pour souls, the fucking Dell slobs).
Posted by: Richard | Mar 30, 2006 2:08:32 AM
I find that the best way around this problem is to burn the Windows XP cd and just reinstall Windows XP the moment that you get your computer.
The XP Cd that Dell's software allows you to burn once doesn't have all this crappy software preinstalled on it and gives you a clean install.
My Toshiba laptop on the other hand uses an imaged restore disk that reinstalls all the crap that I don't want.
Posted by: Cliff | Mar 30, 2006 2:22:54 AM
Jeff Matthews has a Dell experience: http://jeffmatthewsisnotmakingthisup.blogspot.com/2006/01/dell-screws-up-good-thing.html
(McK gave us Enron and took Swissair away)
Posted by: Hans Suter | Mar 30, 2006 3:05:02 AM
It seems that's the trend nowadays; sell PC's with a ton of pre-installed software (more like shareware) or integrate the software into the OS. It used to be just a couple of offerings that were pre-installed; now they're catering to every niche Anti-Virus, Anti-spyware, online services, games, etc.....The whole point is to hook'em on a subscription based service and they'll stay for a long time. It really preys upon the less tech savvy.
Dell PC's are o.k. The cheaper models do use generic computer parts and it's all you really need if you're just surfing the web and doing office work. If you can put your own PC together then you can buy top-of-the-line premium parts for about the same price as a Dell PC with generic parts but of course you're your own tech support.
Hard to say which mass produced PC will give the best hassle free experience. A Mac if fine if you can live with the limitations. It might be worth a try to get your local PC shop to maybe build one to your specs.
Posted by: kdawg | Mar 30, 2006 4:40:05 AM
http://www.abs.com/index.asp
Screw Dell.... ABS computers kick arse.... custom assemble all the best components and don't load it up with crap you don't need or want. You can even choose between Intel or AMD chips. I bought one 3 years ago and have been very happy with it.
Posted by: emd | Mar 30, 2006 8:29:46 AM
I buy the store-brand PCs from Microcenter for one simple reason: They have "clean" installs of the operating system with no marketing garbage attached!
Don't buy HP, Sony, Dell, Gateway---anything recognizable, because their operating systems are contaminated with OEM garbage.
Incidentally, this problem is NEVER going to go away because it's an easy way to boost the margin--selling space on the hard drive.
Oh, and Macs do have their fair share of used-car-salesmen tricks to sucker you out of money. They're just more clever about it.
Posted by: Matt | Mar 30, 2006 9:09:24 AM
No more Dell's for me either.
My brother has a business and I recommended a couple of Dell's for him. The hard drive on one crapped out after after 6 months. Dell came out and installed the drive and left, the technician had to get to another call that day.
So he is my brother, running a business, and Dell did not install all the Dell preinstalled software that came with the machine. Software he added, like Acrobat, Dell shouldn't have to install; but Office and the rest, they should retore the machine to its shipped condition.
Then I had my sister-in-law get a Dell. They are not techies so I had them buy the dell extra support, like how do I plug this in. They had a problem (not how to plug it in) and called Dell. The Indian they could barely understand switched them from tech support to marketing, to buy the package they already had.
Then their LCD monitor died.
My brother also got caught up in the laptop battery fiasco.
Dell owns up to nothing anymore and the more they move to India, the more they better hope Indians buy from them becuase I will no longer recommend them.
My mother bought a new computer. I sent her to Best Buy.
My brother and I both need laptops so we are getting Lenovo.
If Dell wants to be a commodity, they are doing a good job, espeically by lack of service. And they still don['t offer AMD.
Posted by: me | Mar 30, 2006 9:47:06 AM
With crap like that, who won't consider a Mac when the day comes that you can install and run Windows on a Virtual Machine (window) inside of Mac's OS?
Posted by: Paul II | Mar 30, 2006 9:48:38 AM
Dell uses just about the cheapest parts you can get... and though most people think they're reliable, they're really not much more reliable than any other PC.
For those of us in the world with the time and desire to build our own computers, there's the great satisfaction that our warranty is typically longer, the components are vastly superior and we paid about 20-50% less than it would have cost for an even remotely comparable dell... and well, nothing is ever installed that we don't want installed.
Posted by: Chad K | Mar 30, 2006 10:08:20 AM
5 years or so ago there was no major mfr who could touch Dell for Customer Service. Every PC mag rating for them was tops. Not any more.
I've had quite a few Dell's for personal and small home business over the last 10 years but no more. Last year after pissing away an entire Sunday afternoon with several of their "techs," I finally talked my way through the problem using their KB and had the last one I spoke with thank me for having taught her so much!
I'm starting the transition to Apples. BTW - Never use MSIE unless you absolutely have to. Use Firefox, or even better, Opera. Amazing difference!
Posted by: Lymond | Mar 30, 2006 10:43:56 AM
My redirector was saved as MyWay Search Assistant under the Add or Remove Program in Control Panel.
Posted by: Brett | Mar 30, 2006 11:58:26 AM
(Warning!) I only read the Headline.
So if I miss the boat on this post I am sorry. But
I Would NEVER buy a Dell!!! This entry is one of the reasons.
Good luck to Dell purchasers. I like Systemax more.
Posted by: David Silb | Mar 30, 2006 1:42:20 PM
Spot on, Barry. My last purchase from Dell (~8 months ago) left me feeling the same way. I have friends who include a reformat/reinstall as part of their standard operating procedure with new Dells.
Sadly, the hardware quality doesn't appear to be there with Dell anymore either. My hard drive is already making chugging/grinding noises and the fans are starting to sound like little jet engines.
Posted by: Matt | Mar 30, 2006 2:18:51 PM
