FYI: DELL Market Share Spiralling Downwards

paul paul8f at
Sun Feb 25 18:41:51 CST 2007

Mr. Smith,
  I am perplexed as to why you did not reply to my e-mail. Maybe you're too busy kicking butts and getting some drivers rolled out.
  Mr. Foley

paul <paul8f at> wrote:    Mr. Smith,
  Thank you for taking the time to reply to my e-mail. While I admit it was a bit of an outburst, I am not sorry for speaking my mind. I am usually a patient and understanding man, but the disruption this matter is causing must be highlighted.
  In your reply you mentioned the difficulty that computer manufacturers and hardware vendors have around the time a new OS is introduced. I take this point on board, but that still doesn’t excuse the fact that Windows Vista has been in development for the last four or five years, and that the first Beta version was released in the summer of 2005.
  I acknowledge the fact that Microsoft would be very reluctant to share certain aspects of their new operating system code with anybody, but as Dell has a close partnership with Microsoft, I cannot understand why so many people are now stuck with peripheral devices that they cannot use. 
  Think of the small or home-based business, who are probably on a very tight budget, now having to fork out on new equipment (and supplies for that new equipment), or even the time lost to revert back to their old OS, all because some Multinational Computer Corporation can’t edit a few simple drivers in time. How come I have not had any other compatibility or driver problems with the other devices installed in my three year old machine?
  I have a proposal, and I feel that it’s a reasonable request. The date stated on the Dell website for the release of some Vista drivers is April 2007. The least Dell could do, would be to bring this date forward and keep some customers happy. After all, the more Dell printers working out there, the more photo-paper and cartridges Dell can sell. These sales would actually offset some of the cost of bringing in the extra personnel/resources that may be needed to resolve this matter in a more timely fashion. How does the start of March sound to you? 
  Yours sincerely,
  Paul Foley.
  P.S. I am not going to give you my service tag, as I do not want a Windows 2000 driver that may or may not work. I want a Vista driver that will work.

Mark_L_Smith at wrote:
      Mr. Foley, 
  I am following up on an e-mail that was sent to our Corporate offices.  Thank you for taking the time to bring this matter to our attention.
  I apologize if you are having problems using your Dell printer due to the operating system change to Windows Vista.  In spite of Dell's best efforts to avoid compatibilty issues associated with the introduction of a new operating system, because of the amount of technology that is already in the field, and the fluid nature of the necessary patches and updates required whenever a new operating system is launched, Dell, like almost all technology manufacturers and vendors, and our customers, are faced with challenges to make pre-existing technology compatible going forward when new technology is introduced.
  Once the updated driver is developed, you likely will not experience additional compatibility issues, however, I understand that you must be frustrated that the timing for the required driver does not coincide with the ability to upgrade to the new operating system.  In checking with one of Dell's technical representatives, I was advised that the driver for Windows 2000 may work depending on the system you are using.  If you would forward your service tag or account information to me, I would be happy to follow up with the technician to find out if there is a workable driver for you.
  Please feel free to contact me directly either by return e-mail or by telephone at 1-(800) 624-9897, ext 723-9429, and I will be happy to assist you.
  Mark L. Smith 
Dell Executive Support 
Care Resolution Center 
Dell Inc. 
  paul8f at wrote:
  Dear Michael/Christy, 
  I am writing this e-mail in relation to the lack of drivers for Windows Vista compatible Dell printers. I own a Dell A920 All-in-one Printer and have just upgraded from XP to Vista Home Premium. While not the most sophisticated, expensive or ink friendly printer in the world, I am happy with it’s reliability and quality. 
  Having run the Windows Vista Upgrade Advisor in advance to upgrading, I knew that my PC would require some driver re-installation or upgrades, but I had to refresh my webpage when I saw that a driver for my A920 would not be available until April. (Almost three months after Vista has become available to the general public!). How can you justify this? 
  The final insult came when I decided to go to Dell supplies to see if any Vista incompatibility warnings were displayed if I went to order cartridges for my A920, but surprise, surprise there were none. It didn’t surprise me that Microsoft Vista was also advertised near the top of the same page “Dell recommends Windows Vista™ Home Premium”
  Out of a sample of Dell printers that I have investigated, two had no Vista support whatsoever, and three required that native drivers be used with the possibility of compatibility issues. I understand that peripheral devices get replaced with advances in technology and eventually lose technical support and firmware upgrades from the vendor, but these devices are far from the end of their productive life. Not only this, but I’m guessing that they are high volume models that are shipped free with a lot of Dell orders. 
  Trust me, Dell are not going to win on issues like this. Customers are not simply going to jump online and splash out on the next model. Don’t insult peoples’ intelligence. These once-loyal Dell customers will simply move away to companies who are more interested in staying dedicated to their customers’ needs (and wallets), than in keeping their share-holders happy. I have developed a method to continue to use my A920 with my PC. While on the crude side, it saves me the cost of a new printer and I intend to share my idea on the four forums that I am a member of. 
  Coming back to the issue in hand, I feel that this is totally unacceptable that these drivers are not available, especially since Windows Vista has been in development since 2002. I’m a firm believer in the fact that sometimes changes have to be made that may not make everybody happy, but never the less they have to be made. I hope you believe this too. 
  Looking forward to your response, 
  Paul Foley

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