[CityCM]

I've got a Dell Latitude business laptop that has an onsite warranty. about 6 weeks ago, a Dell engineer visited my home to replace the palm rest/touchpad of my laptop due to issues with the touchpad.

On this particular laptop, the Windows COA is underneath the battery of the laptop, which appears (only just realised) to be the underside of the palm rest.

I have just removed the battery to locate my Windows serial number (Windows 7 Ultimate) to find the sticker is no longer there, which means that it must've been attached to the old palm rest and the Dell engineer didn't replace it when he changed the palm rest.

I've just fired off an email to Dell but is it unreasonable of me to expect Dell to replace the license? Am I right in thinking that without that sticker, my Windows software is effectively illegal?

What would you do in this situation?

[Renaissance-Design]

Their foul. They should be able to verify from records 1. the part that was replaced and 2. the usual location of the COA on that model.

Just for reference, you might want to retrieve the key it's installed with using this tool.

[CityCM]

Thanks for that tool. However, I'm led to believe that because the original Dell reinstallation media doesn't ask for a serial number, it uses a generic product key and doesn't actually connect to Microsofts servers to activate. However, the issue I have is that the laptop came with 4GB Ram but a 32bit version of Windows, so I got an OEM 64bit disc from elsewhere and was planning on using the COA with this disc to install 64bit, which I now cannot do.

I had an email back from Dell about an hour ago, almost dismissing the issue, saying

Quote

I have contacted customer care regarding this issue. The thing with the legality with the COA labels with Dell systms, is that all Dell systems can use any Dell OEM disk, as we have an agreement with Microsoft regarding the operating systems.
Meaning that Dell systms can legaly use any Dell Windows disk to reinstall operating systems. Your system is totally legal.
I will follow up on this with further information.

I have replied, quoting section 16 of a document I found on the Microsoft's 'Howtotell' site which says

Quote

16. PROOF OF LICENSE.
a. Genuine Proof of License. If you acquired the software on a computer, or on a disc or other media, a genuine Microsoft Certificate of Authenticity label with a genuine copy of the software identifies licensed software. To be valid, this label must be affixed to the computer or appear on the manufacturer’s or installer’s packaging. If you receive the label separately, it is invalid. You should keep label on the computer or the packaging that has the label on it to prove that you are licensed to use the software. If the computer comes with more than one genuine Certificate of Authenticity label, you may use each version of the software identified on those labels.

[Renaissance-Design]

Yeah. It'll be legit, and you can reinstall Win7 OEM on it because it will have a SLIC in the BIOS which the Windows activation process reads. But like you say, and like MS's docs say, your COA is your only PROOF of authenticity. Make them admit fault, thehn make them send you a new one.

[CityCM]

Just had a response from Dell saying "What should have happened is the engineer should have come out with another COA label and placed it on the new palmrest by the looks of things, so we are trying to get this sorted right now, as its a strange procedure, and hasnt cropped up before."

Keeping my fingers crossed

[Renaissance-Design]

Bingo! They've admitted fault.

[CityCM]

I've just taken delivery of what's meant to be my replacement Windows 7 Ultimate COA...what a joke! All they've sent me is a sticker, the same size as the COA that has a line to hand write the Windows version, then spaces to hand write the Product Key off the original COA. The bottom of the label says © 2004 Dell Inc. Replacement Certificate of Authenticity.

Do you think this is an acceptable solution?

I've already fired off an email to the Dell guy that's been assisting me with this, saying I'm not happy and to start with, I don't have the serial number off the original COA so it's not much help.

[CityCM]

Still trying to resolve this with Dell. Until yesterday, the guy I've been dealing with has been trying to get authorisation to send out a replacement OEM disc with COA. However, I got an email this morning saying that because I cannot verify who the laptop is registered to (as I bought it second hand off ebay), they won't honour any warranty on the laptop and therefore are not able to resolve the outstanding issue of me being left without a COA. They keep saying that the COA they sent me (the blank one for me to hand write the product key onto) is 100% legal thanks to their agreement with Microsoft, but I keep explaining to them that I don't have the product key to write onto the COA because the engineer TOOK IT!

I also want to look into whether they can legally withdraw 2 years worth of warranty on a system just because I don't know who the laptop/warranty is registered to.

Does anyone have any advice? Please?

[Renaissance-Design]

Try Magic Jellybean Keyfinder to pull your Product Key out of the registry.

[zed]

time for a strong letter to their managing director and stop talking to the numpties on the phone. Some choice words about you can't recommend their systems anymore etc etc.

[CityCM]

Still no joy with this, however there has been a development.

The monkey I've been dealing with at Dell emailed me today (after me chasing him again) and informed me that the laptop was in fact reported stolen in February (I bought it mid March) so I've now got to wait for another department at Dell to contact me.

Anyone know what happens when you purchase stolen goods from ebay? Please?

[Jake151]

CityCM, on 27 May 2011 - 01:43 PM, said:

Still no joy with this, however there has been a development.

The monkey I've been dealing with at Dell emailed me today (after me chasing him again) and informed me that the laptop was in fact reported stolen in February (I bought it mid March) so I've now got to wait for another department at Dell to contact me.

Anyone know what happens when you purchase stolen goods from ebay? Please?

Thats a shocker!

What will more than likely happen is the police will be called, the laptop will be possessed by the police as stolen goods. I doubt eBay can do anything but you can look through their buyer protection to see what it says. However you will loose the laptop and not get any money back.

Hope it gets sorted fella.

[kingy da killa]

peak

[Ash Scott]

zed, on 22 May 2011 - 09:49 PM, said:

time for a strong letter to their managing director and stop talking to the numpties on the phone. Some choice words about you can't recommend their systems anymore etc etc.

I hate those dicks who are on the phones, they follow a script, and still dont know what they're going on about. does my nut. All these 'high profile' companies, are supposed to be wealthy, at least employ someone who knows what they are doing