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What would you ask Michael?
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Explain how dropping extended hardware warranty indicates whole-hearted Linux support

610 points posted to Linux, Service and Support by mistern 06/05/07 **IMPLEMENTED**

I think every Dell customer is interested in an honest and trustworthy partner Dell.

So, please, explain somewhere, why you dropped extended hardware warranty on your Linux systems, you surely have good reasons that just need to be explained.

If you don't have good reasons except maybe Microsoft's incentive plans (which is what probably most people expect), please tell us too.





This was an ordering system glitch (which is now fixed), for more details click here.





jmxz
06/05/07		 Strongly agree that Dell should explain their actions more. For the guys policing dups - this is not a duplicate of other warranty requests -- this is a call for Dell to do some PR damage control when yanking things out from under customers.

I agree with mistern that this looks like a sign that Microsoft asked them to stop any desktop Linux support in 1 year - because it's hard to imagine why otherwise very profitable extended warranties would be dropped from this line.

And note that even an unpopular explanation like this one is better than no explanation - because if we know how much Dell was (hypothetically) paid to stop this we could understand that the cash would benefit either shareholders or customers of which there are many.
jorge
06/05/07		 OK, semi-dupe.
mistern
06/05/07		 IIRC the other one was not an idea at all, this is.
jorge
06/05/07		 Hence, semi-dupe.
jmxz
06/05/07		 Are you saying it's a dup of ones asking Dell to explain actions -- (like one on "explain why you don't do No OS on more models") -- if so, I agree.
It's certainly not a dup of the warranty stuff.
mistern
06/05/07		 Even then, this idea is very concrete. It's not a proposal to explain just about anything. "Explain this - and nothing else."
mogydy
06/05/07		 If Dell is serious about supporting Linux then this is not the kind of news we should be hearing. just when we were having internal discussions about buying some dell machine, we hear now that the hardware warranty will be dropped. i just don't understand this!!
jmxz
06/05/07		 And this is why we want people to explain it.

If their reason was "oh, we didn't realize our warranty was about hardware - sorry - we're putting it back" they'd just look stupid.

But if their reason is "someone payed us XXX in discounts to not offer it" and XXX is big enough people would go "oh, yeah - I can see why you did that even if I like it.
jmxz
06/05/07		 Jaybird offered another credible explanation in this

http://www.ideastorm.com/article/show/67951/GIVE_UBUNTU_USERS_BACK_THEIR_EXTE...
Dell contracts out the extended At Home support options and I imagine they probably had some backlash from their contractors who either didn't want to support notebooks running Ubuntu or wanted more money to do it.


If that's the answer, Dell should just say it and avoid a lot of very negative rumors circulating.
dell_admin1
06/05/07		 Due to an ordering system glitch over the weekend, we inadvertently removed the extended warranty and CompleteCare options associated with Ubuntu systems from our Web site. We’re working to get the issue resolved as quickly as possible. We expect to reinstate all extended warranty options and CompleteCare service for the E1505n notebook later this afternoon. Any orders placed to date will ship with the warranty the customer ordered. See today’s Direct2Dell post for more details and to share your thoughts: http://direct2dell.com/one2one/archive/2007/06/05/17450.aspx.
jorge
06/05/07		 Can you add the finger print reader and other components as well? (That are on the non-Ubuntu system)
mistern
06/05/07		 jorge: That would qualify for another idea. :-)
jorge
06/05/07		 Yea, trying to avoid doing that then going through the same delay mechanism again for each component.
dell_admin11
07/20/07		 Changed status to **IMPLEMENTED**.
dell_admin11
07/20/07		 Please see updated Direct2Dell comment (link in the initial post) for more information. Thanks.
 
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