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General Software Discussion / Re: Dell: No refunds for Linux users who reject Microsoft's OS EULA
« Last post by 40hz on March 21, 2010, 02:50 PM »I'd also wish you good luck getting them to honor the warranty on your hardware if you switch your OS.40Hz: You may be interested in this:
Linux FUD Pattern #8: Linux will void your warranty.-Edvard (March 21, 2010, 11:06 AM)
Hey Edvard! Long time no hear...
I agree with what Linux FUD Pattern #8 says. (Great article BTW
)But please note that I didn't say installing Linux would void your warranty. All I was saying was that it can create problems if you need to avail yourself of it.
Again, many of the PC manufacturers include a clause that requires the customer to "cooperate" with their phone support people on "resolving" their service issue. And said "cooperation" can often involve performing "one or more remote diagnostic procedures" before the manufacturer will process a warranty claim or (especially!) dispatch an onsite service tech.
Because most PC support personnel (and software) will only work on the Windows platform, if you are running Linux, they can't perform their diagnostics...hence you are not cooperating with them to diagnose your problem...hence it cannot be covered under the terms of the warranty - QED.
This isn't a theoretical problem either. I've had clients who were running Linux on Dell, Gateway (and a few other major brands) be told that they would need to reinstall Windows before the manufacturer's support personnel could render assistance.
One company (I forget which) even had a clause in their warranty that gave them the right to refuse support until all software and hardware not installed by the manufacturer was removed from the PC. In short, add anything to your machine and they could decline to provide support or initiate a warranty claim. I wouldn't be surprised if some companies didn't go back to the 'good old days' of slapping those miserable non-removable decals on the back of PC cases. You know the ones? They're usually silver, and say something like: WARRANTY VOID IF BROKEN OR REMOVED.
Not to say you couldn't get around any of this. But it's always a major hassle that requires multiple phone calls until you connect with someone who is willing to help.
And Carol is right. Many companies will go to extraordinary lengths to get out of doing a no-charge repair or replacement. One of the best ways to do this is just to bump the aggravation factor up enough that the person who owns the machine goes elsewhere. I have business clients who have my company fix their in-warranty XXX* machines because they'd rather cut us a check than get on the phone with the manufacturer's support department.
Come to think of it, I should probably pay a commission to XXX. Because once my organization has established credibility by handling basic PC repairs, it opens the door for us to talk to the client about all our other service offerings. I've acquired several very good business accounts courtesy of the shabby treatment some of XXX's customers received when they called the support number.
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* Note: Yes... I'm hiding the name of company XXX for obvious reasons. But if you talk to your friends and clients, or maybe recall a similar experience you've had, then you'll probably be able to figure out who I'm talking about.
