Dell Customer Support Declines Again

I spent the better part of the last two days setting up coworkers’ computers. I was amazed at the amount of spyware and ad-ware that they didn’t even realize where on their systems. Those that did realize the software probably shouldn’t be there had no idea how to remove it. I swear by Ad Aware by Lavasoft. It’s FREE. Download it, run it, and get the spyware off your system.

Now as much as I hate “Almost On Line” (AOL) and what it does to nascent or unskilled computer users, in my opinion Dell is another thorn in the ass of progress. Originally known for great customer service, I have heard almost nothing positive from people in the inner tech circles regarding Dell or its practices. Here my latest favorite. If your Dell computer gets Adware or Spyware on it, don’t expect Dell customer service to help you out.

If you or a someone you don’t like receive a Dell PC as a gift this Christmas, you may be in for a surprise, if it becomes infected with spyware. Dell has instituted what has to be the most misguided tech support policy ever seen. Not only will Dell refuse to tell you how to remove the spyware, they won’t even refer you to web sites that can help. Why does Dell do this? Dell cites the possibility that removing spyware might violate user agreements between the user and some other company. The following is an email sent to Dell tech support persons announcing the new policy:

Subject: Spyware: What we can say to the customer

Dell does not support or endorse the use of spyware removal programs.

This means we do not take callers to download.com or doxdesk.com, nor do we recommend spyware removal programs, nor do we advise callers on the use of spyware removal programs. This includes using phrases “We don’t support the removal of spyware, but I use…”

Nice. Doesn’t Dell realize that the majority of spyware and other parasites now are classified as viruses? Does Dell really care more about the writers of spyware and viruses than they do about their own paying customers? It is perfectly understandable that Dell does not want to provide manual spyware removal instructions over the telephone. It’s hard enough doing it on message boards where you have access to log files and specialized removal tools.

In response to Dell’s craptacular new customer service policy, SpywareInfo has written an “Open Letter To Dell Inc. From The Security Community”

SpywareInfo: “We in the antispyware, antivirus and security communities would like to express our disappointment with the new technical support policy in place at Dell Inc. Dell’s new support policy does a disservice to its customers and puts everyone on the internet at risk, including non-Dell customers, by discouraging the removal of malicious software. Read the Entire Letter

So back to Ad Aware (The FREE Removal program) - what does it do? What does Dell NOT want to help out it’s customers with?

Ad Aware: With its ability to scan your RAM, Registry, hard drives, and external storage devices for known data mining, advertising, and tracking components, Ad-aware can easily rid your system of these tracking components, allowing you to maintain a higher degree of privacy while you surf the Web. The redesigned user interface improvements include more flexibility and control. This includes user-defined file sizes, which speeds up the scanning process by excluding files that it recognizes as clean. Other advanced features include automatic quarantine and Recycle Bin storage of removed components, an all-new viewer for backup archives that allows you to quickly and easily review components that have been removed and stored for future restoration, and an integrated reference file updater that can automatically search for new reference files when Ad-aware is started. The latest version includes improved Browser Hijacker detection, HOSTS file scanning, smart scan mode which improves speed and has been optimized to detect content at the root, and much more

So again, the FREE Ad Aware by Lavasoft software is a must have. As for Dell? Dude, be glad you’re not getting one. If you already have on - duuuuuuuude. Bummer.