Dell and HP Tech Support Discouraging Customers to Update to Windows 10

by - 7 years ago

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The adoption of Windows 10 has occurred at a blistering pace as many users take advantage of the free upgrade promotion. On the whole, Windows 10 has received a fairly positive reception, but there are concerns regarding privacy and the lack of polish. As part of a research programme, Laptop investigated various comments made by customer service representatives working for Dell and HP and the company’s advice about Windows 10. One HP Support Agent adviser said:

“I really don’t recommend [that] customers upgrade to Windows 10.”

Since the research paper was published, HP and Dell have clarified that the advice was intended to rectify customer problems in the fastest possible time. Since Windows 10 is still a fairly new operating system, the support teams believe there is a greater chance of undocumented errors occurring. Despite this, it seems a number of vendors are pushing customers away from Windows 10 for the time being, and this is a PR disaster. How can Microsoft expect people to upgrade if vendors like HP and Dell are influencing their opinion of the operating system?

On another note, Rescuecom, a third-party support service, divulged that more than 56 percent customer calls during Q3 revolved around Windows 10 problems. This doesn’t paint the operating system in a good light and it’s quite embarrassing. However, the roll-out of any operating system is usually marred by bugs, and user complaints. In reality, it takes a great deal of testing on a huge scale to find out how polished Windows 10 really is. Dell, HP and others have a long-term plan to support Windows 10, but in its current form, it appears to be resulting in a high influx of calls.

If you could only use one word to describe Windows 10, what would it be?

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5 Comments on Dell and HP Tech Support Discouraging Customers to Update to Windows 10

  • Avatar Stretford End Gaz says:

    one word thats hard… but “promising”

  • Avatar wilsonjonathan says:

    But more seriously, any business user would be silly to upgrade until at least 6-12 months after release – especially for business critical systems.

    That said, if the windows boxes where not much more than dumb clients/remote desktops to application servers then apart from users going “where did they put… I can’t find… its all different” then early adoption (assuming no problems registering on the network/file sharing/etc.) shouldn’t be much of an issue.

  • Avatar Drake Featherwing says:


    To say the least, too. Yeah, there are some privacy issues and minor nitpicky things… But it’s still quite interesting, to be sure.

  • Avatar Jeff Ward says:

    Amazing. Plain and simple, and that is speaking as someone who works a retail tech bench. The fact of the matter is that out of the dozens of varied computers we have upgraded since launch, there has only been one that had major problems, and these are all people who had us do in-place upgrades, with all their old software and whatnot still in place. And, when it comes down to it, the one with major problems was user-error and not the fault of Windows 10.

  • Avatar Mike Felde says:


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