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June 8th, 2025 22:44

Purchased software not reinstalled on replacement computer which was provided for faulty computer under warranty

I purchased in April 2019 a computer from Dell which I believe was the XPS 8930. It started having issues and eventually had to be replaced on September 2020 for a different one which I believe is also the XPS 8930.

On the original 8930 I purchased 2 different software packages from Dell software at the time of my computer purchase. One was a photo editor program and the other was the software which included Outlook, Excel  and others in the packaging (Microsoft 365) . I opted to purchase the one time cost, around $350.00, instead of the annual subscription which was around $100.00 per year.

When Dell replaced the faulty computer, they DID NOT, reinstall those software purchases from the faulty computer (8930) onto the replacement computer (8930) hard drive.

I later went to use Word or Excel and was mot able to use them because the computer stated that I needed to purchase this software or its subscription service to use it or sign in to continue using it. I could not sign in as I did not have any of the sign in information or product key required.

I have attempted to go onto the Dell Digital Locker to find the software which I purchase to reload it onto my new computer. I can not find any software listed on this locker under the new or old computers.

I tried to utilize Dell support but the warranty on the new computer had expired and they refused to help me find the software to download from the locker, and would only help if I paid them to provide any customer service, which I find very wrong in this situation, because I should be able to find the Digital Locker and software without having the need to pay them to find something which is supposedly set up to help the purchaser such as reloading purchased software.

Today I again tried to find this software after going with out the use of my previously purchased products. To utilize this Digital Locker I am now required to provide a service tag (which I can find) and a customer number, which I have no idea where to find. If it is on the original order document, I do not have that unfortunately.

Questions: 

1. How do I find or obtain Customer Number?

2. Is there a way to find previously purchased software programs, if not listed under the configuration of the computer   identified by the service tag I provided?

3. Any help or suggestions???

Community Manager

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1K Posts

June 8th, 2025 22:44

Hello! Thank you for reaching out to us. I am your Dell-Cares contact for order related queries. Unfortunately, our customer service is currently unavailable. We are available Monday through Friday. Please reach out to us on any of these days and we will be glad to assist you. Thanks for being a loyal Dell Technologies customer.

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8.1K Posts

June 9th, 2025 10:43

If I understand your post correctly, you are inquiring support from Dell for purchases that happened many, many years ago as the XPS 8930 was 2018 product.  

1.  Customer number should be listed on your purchase invoice.

2  If not listed under configurations of the computer or on the purchase invoice, it's difficult to show proof of the software purchases.

3.  MS Office can be activated again when sign in to the same MS account that was used when setting up and activate the office at the first time.  Review this article for how to find and activate Office product on your Dell computer  https://www.dell.com/support/kbdoc/en-uk/000175225/how-to-find-and-activate-microsoft-office-2016-2019-365-on-your-dell-system

You can also review the video below for instructions to obtain a copy of your purchase invoice:

 

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