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 newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags Windows 10

Featured

Slideshows

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners

This year’s Reseller News 30 Under 30 Tech Awards were held as an integral part of the first entirely virtual Emerging Leaders​ forum, an annual event dedicated to identifying, educating and showcasing the New Zealand technology market’s rising stars. The 30 Under 30 Tech Awards 2020 recognised the outstanding achievements and business excellence of 30 talented individuals​, across both young leaders and those just starting out. In this slideshow, Reseller News honours this year's winners and captures their thoughts about how their ideas of leadership have changed over time.​

Meet the Reseller News 30 Under 30 Tech Awards 2020 winners
Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security

Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security

This exclusive Reseller News Exchange event in Auckland explored the challenges facing the partner community on the cloud security frontier, as well as market trends, customer priorities and how the channel can capitalise on the opportunities available. In association with Arrow, Bitdefender, Exclusive Networks, Fortinet and Palo Alto Networks. Photos by Gino Demeer.

Reseller News Exchange Auckland: Beyond the myths — how partners can master cloud security
Reseller News welcomes industry figures at 2020 Hall of Fame lunch

Reseller News welcomes industry figures at 2020 Hall of Fame lunch

Reseller News welcomed 2019 inductees - Leanne Buer, Ross Jenkins and Terry Dunn - to the fourth running of the Reseller News Hall of Fame lunch, held at the French Cafe in Auckland. The inductees discussed the changing face of the IT channel ecosystem in New Zealand and what it means to be a Reseller News Hall of Fame inductee. Photos by Gino Demeer.

Reseller News welcomes industry figures at 2020 Hall of Fame lunch
Show Comments