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  1. #1
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    Hotfix Needed But Can't Reach MS (WinXP Pro SP2)

    I need a MS hotfix for my WinXp computer to fix an issue with the msvcrt.dll driver (http://support.microsoft.com/kb/884538). If I try calling their support number, sending an email or initiating a chat from their support website, it tells me since WinXP came preinstalled on my computer that I need to contact the manufacturer or pay an incident fee. Hotfixes are free, right? We just purchased these in February from Dell but Dell isn't the one to contact for the hotfix, is it?
    Daisy

  2. #2
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    Re: Hotfix Needed But Can't Reach MS (WinXP Pro SP2)

    According to Microsoft Product Support (scroll to Microsoft Windows - question 2), you may indeed have to pay an incident fee. MS provides support for Retail versions, but OEM's are supposed to provide support for OEM versions. So theoretically Dell is your resource. That being said, you have about as much chance of getting a hotfix from Dell as the proverbial "snowball in <img src=/w3timages/censored.gif alt=censored border=0> ."

    If you do get to speak to a Microsoft support rep, he/she may waive the incident fee (just depends who you are talking to) <img src=/S/crossfingers.gif border=0 alt=crossfingers width=17 height=16>
    John
    A Child's Mind, Once Stretched by Imagination...
    Never Regains Its Original Dimensions

  3. #3
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    Re: Hotfix Needed But Can't Reach MS (WinXP Pro SP2)

    Hotfixes/patches are generally free after official release. If a patch (or hotfix whatever you wish to call it) is not yet officially released then you may have to pay the MS PSS incidient fee. Microsoft may have not had the chance to test (do they ever really test???) enough to have confidence that the patch will not cause great damage. So, once you've established an incident you have the opportunity to follow up and that may cause significant support time and effort. Therefore, the support fee - which theoretically also causes people to think twice before calling PSS.

    Joe
    Joe

  4. #4
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    Re: Hotfix Needed But Can't Reach MS (WinXP Pro SP

    You will have read the paragraph from the HotFix:
    "Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question."
    <font face="Script MT Bold"><font color=blue><big><big>John</big></big></font color=blue></font face=script>

    Ita, esto, quidcumque...

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