Menu
Dell, HP support agents advise callers to ditch Windows 10

Dell, HP support agents advise callers to ditch Windows 10

Microsoft’s pursuit of widespread Windows 10 adoption could face another stumbling block in customer service call centers.

If you call your PC maker to troubleshoot a Windows 10 machine, don’t be surprised if the advice is to roll back to an earlier version.

In a pair of undercover tech support calls, representatives from HP and Dell both suggested uninstalling Windows 10 as a blanket solution to problems, Laptop Mag reports.

The call to Dell was most baffling, as the caller was merely asking how to invert the scrolling direction on a laptop’s touchpad. This is an easy fix with the same procedure across all Windows versions, yet the representative suggested rolling back to Windows 8.1 as a solution, saying “there are a lot of glitches in Windows 10.”

An HP support rep also suggested reverting to Windows 8.1 after the computer’s CoolSense temperature control utility failed to work properly with the new operating system. “I really don’t recommend [that] customers upgrade to Windows 10,” the representative said. (HP’s support then tried to sell a $40 USB recovery key when the rollback itself didn’t work.)

Microsoft is pushing Windows 10 more aggressively than any Windows version yet, with free upgrades for consumers through next fall. In 2016, the company will also categorize Windows 10 as a “Recommended” upgrade, so the installation will begin automatically on many users’ machines. But if these tech support calls are any indication, some users may be told to revert right back to an older version for even the slightest problems.

Why this matters: While these calls are just anecdotes, both HP and Dell confirmed to Laptop Mag that as a policy their support reps sometimes suggest rolling back to an earlier Windows version. The problem, as seen in the case with Dell, is that downgrading might not actually solve the problem, and is merely a catch-all for when the support rep is out of his or her depth. These anecdotes are as much an indictment of tech support by phone as they are an issue for Microsoft as it tries to make Windows 10 the dominant PC operating system.

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags Windows 10

Slideshows

Top 50 defining moments of the New Zealand channel in 2016

Top 50 defining moments of the New Zealand channel in 2016

Reseller News looks back on a tumultuous 12 months for the New Zealand channel, assessing the fallout from a year of sizeable industry change. Whether it be local or global mergers and acquisitions, distribution deals or job changes, the channel that started the year differs somewhat to the one set to finish it - Reseller News assesses the key moments that made 2016.​

Top 50 defining moments of the New Zealand channel in 2016
​Hewlett Packard Enterprise honours high achieving NZ channel

​Hewlett Packard Enterprise honours high achieving NZ channel

Hewlett Packard Enterprise honoured its top performing Kiwi partners at the second running of its HPE Partner Awards in New Zealand, held at a glitzy ceremony in Auckland. Recognising excellence across eight categories - from distributors to resellers - the tech giant celebrated its first year as a standalone company, following its official split from HP in 2015.

​Hewlett Packard Enterprise honours high achieving NZ channel
Nutanix treats channel partners to Christmas cruise

Nutanix treats channel partners to Christmas cruise

Nutanix recently took to the seas for a Christmas Cruise around Sydney Harbour with its Australia and New Zealand staff, customers and partners to celebrate a stellar year for the vendor. With the sun out, they were all smiles and mingled over drinks and food.

Nutanix treats channel partners to Christmas cruise
Show Comments