Unsolved
1 Message
0
636
March 21st, 2022 07:00
Support Assist Not Working and Phone Support Unwilling to Help
I've been trying to reset a laptop for work and I need to download the OS (Windows 10). The reset on the laptop itself doesn't work. I can't even get to it. I was told to just use the Dell OS Recovery Tool but that doesn't even work. I've been trying for the past two weeks to download the recovery image but it keeps only saying "Finding the best recovery option for you" after I submit the service tag. I've left this for about 12 hours at a time and it never changes screen and stays on that same message.
I tried calling support and they keep saying I have to pay for software service. I should not be charged to download the operating system which comes with the machine, especially when I am not asking them to do the installation. We pay high enough for computers there shouldn't be any fees for us to get the operating system when we need it.
This is very frustrating.
Any help would be appreciated.
lmacri
3 Apprentice
•
1.6K Posts
0
March 25th, 2022 07:00
Hi LeoTLB:
Do you still require assistance? If so, let us know the model of your Dell laptop and current Windows 10 version and build (assuming you can boot up your computer and go to Settings | System | About | Windows Specifications) and why you are trying to "reset a laptop for work". Is this your personal laptop or do you mean that your employer provided this laptop to you for use at home?
Are you trying to reset to factory condition (i.e. with all the original software loaded at the factory and all personal files and data removed) or are you just trying to fix an issue with your Windows 10 installation? Do any of the recovery options described in the Microsoft support article Recovery Options in Windows describe the problem you're having?
See my 24-Jan-2022 post in christo1's Dell Support Assist OS Recovery Tool that explains the difference between the small 21 MB Dell OS Recovery Tool v2.3.x used to create a bootable USB thumb drive versus the full ~350 MB SupportAssist OS Recovery Tools v5.5.x (also called Dell SupportAssist Remediation) that creates a system repair point (snapshot) every time your system is re-booted. When you post back let us know which OS Recovery Tool software you were told to use.
Note that Dell Customer Support will not provide any support if the service warranty for your computer has expired unless you are willing to purchase an extended warranty or pay for fee-based support. If I enter my private Service Tag (unique identifier) for my own Inspiron 5584 laptop at https://www.dell.com/support/home/en-us?app=products it opens the Dell support page for the Inspiron 5584 and shows that my basic one-year service warranty expired on 07-Oct-2020.
-----------
64-bit Win 10 Pro v21H2 build 19044.1586 * Firefox v98.0.1 * Microsoft Defender v4.18.2202.4-1.1.19000.8 * Malwarebytes Premium v4.5.6.180-1.0.1634 * Dell SupportAssist v3.10.4.18 * Dell * Dell SupportAssist Remediation v5.5.0.16046 * Dell Update for Windows 10 Universal v4.4.0 * Macrium Reflect Free v8.0.6635
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620 620