Dell Pledges to Restore x64 Drivers

Following on from yesterdays post "Dell No Longer Supports Vista x64...and Other Rants", Neowin is happy to report that Dell have responded to our reader Morpheus Phreak blaming the whole issue on a "web site glitch". Lets not forget however that Morpheus had already pointed out to Dell support about their contract obligations to both Microsoft and the Customer to which the Supervisor responded "Our legal team are working on that".

The Windows Logo Program states "OEMs using x64 implementations must have signed drivers available to end users if shipping a 32-bit version of Windows Vista on the system." This applies to [Dell] systems using a Windows Vista logo on the case. They must of come to the conclusion to add back the missing drivers!

In a Dell Support representative email response he pledged to restore the missing updates by saying "Dell does provide both 32-bit and 64-bit Vista drivers for the XPS 410. Checking our website it appears that the option for XP and Vista 64 are missing, I can get those added back." he goes on to say "Luckily most of the drivers posted for Vista 32-bit also cover Vista 64. Some of the drivers like the network driver and most of the applications are limited to 32. For those exceptions, the drivers are available on the Resource DVD and you can locate the drivers using the search feature (a difficult procedure at the moment, I'm afraid)." without explaining exactly why it's difficult, he finishes up the email with "Andy and I will work on getting the 64-bit OS selection added back."

It appears after many emails back and forth Dell are finally doing what they are good at, Customer service. God forbid they forget exactly who it is that put them on a pedestal and who can just as easily knock 'em off!

Morpheus had this to say ->

Quote -
Woohoo, Dell has caved.

Chalk up a win for the little guy who wasn't afraid to stand up to the multi-billion dollar corporation.


We like to think that Neowin had a helping hand, thanks everyone for your feedback on the topic yesterday and the subsequent exposure it received on other websites.

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So we were just lucky for the co-incidental timing?

Problems with customer support should be right up our street, especially if companies appear to be violating their own agreements with customers? I don't see what is wrong with reporting that.

bibutteryboy said,
if you scan the Dell forums you'll see that there were multiple discussions between Dell customers about this issue and not just with Morpheus Phreak.
Morpheus Phreak just added to the discussion and wasn't soley responsible for them reactivating the x64 drivers. If you're goingt to give credit then give it to all the Dell customers that were involved.
Again, not front page news IMO

There were multiple discussions asking where the drivers had gone to yes.

There however were not multiple people addressing the problem directly with Dell via e-mail and through their official Public Liasons.

It was the decision I made to step it up to the next level that ended up in it being resolved.

Suppose you have a crowd of 30 people grumbling to each other in front of a retail store.
One of those 30 (who started the initial discussion in the first place) steps forward and shouts, "I'm being cheated!"
He shouts it so loud that potential customers start going the other way. He alerts the news media and does an editorial right there in front of their doorstep about how they are cheating the customers.

Who do you think got the job done.
The other group still grumbling to themselves?
Or perhaps the one who yelled and screamed for the attention?

No but he's the only one who had the balls to throw it out into the public eye in a BIG way. And there is no doubt that once he made that post is when the REAL pressure was felt. Hell, I wouldn't be suprised if MS contacted dell after hearing of this and informing them that they can and will lose their logo certification for dropping x64 support.

Chris123NT said,
No but he's the only one who had the balls to throw it out into the public eye in a BIG way. And there is no doubt that once he made that post is when the REAL pressure was felt. Hell, I wouldn't be suprised if MS contacted dell after hearing of this and informing them that they can and will lose their logo certification for dropping x64 support.

I would give up my legs to hear that conversation!

No one else seems to have commented that where they were available, Ubuntu drivers have gone missing too. I find it hard to believe they'd have been pulled so soon after announcing support for Linux, and the driver download page has just been redesigned a bit, that's why I'm calling technical glitch too. But it's good to hear they're on their way back.

I find it sad that they caved, although it would seem that legally they had little choice.

Dell obviously had made an iNFORMED decision about Vista's overall worth in today's market and in my mind their actions were fully justified.

Well at least this story has done more to highlight the negative of Vista rather than that of Dell themselves.

how so? I've had nothing but a positive experience with vista. There's alot there that you don't see. Many of the APIs in the background are great and I know that microsoft is only going to improve it.

The Walker said,
I find it sad that they caved, although it would seem that legally they had little choice.

Dell obviously had made an iNFORMED decision about Vista's overall worth in today's market and in my mind their actions were fully justified.

Well at least this story has done more to highlight the negative of Vista rather than that of Dell themselves.

Your estimation of Vista's worth isn't what matters though.

Vista is here, and if the company that made my computer pulls support for a product they have already sold me there will ALWAYS be hell to pay.

It seems the only news we hear these days is the bad news (At least almost always) and then people tend to forget the fact that this "bad news" represents a fraction of the whole customer base/population/whatever it applies to

Tikitiki said,
It seems the only news we hear these days is the bad news (At least almost always) and then people tend to forget the fact that this "bad news" represents a fraction of the whole customer base/population/whatever it applies to

That "fraction" is what Neowin represents though.

That's why bringing this here was my first thought. Tech enthusiasts are the ones to usually suffer the most when it comes to dropped support.

wish that included drivers for older models like inspiron 1300, I am running vista ultimate with NO problems....then the drivers for vista disappeared......dell said they would only post drivers for newer models deemed "vista capable"......geez.....

Sorry DELL, x64 machine needs 100% x64 drivers for maximum performance. And performance is all what your XPS series is suppose to be about.

Pip'

Now if only they would release a vista driver for my Nvidia Gforce Go 7900GS. They still don't have one. Mine currently reports the wrong values on checks.

MegaRainX said,
Now if only they would release a vista driver for my Nvidia Gforce Go 7900GS. They still don't have one. Mine currently reports the wrong values on checks.

I did some looking into that for you Mega, and what I've found is that nVidia has not yet made a single usable mobility driver for Vista.

The only option you have is to get a download of the latest desktop model drivers and mod the files.

http://laptopvideo2go.com/ has some excellent information and tools to make modding the drivers extremely easy

Morpheus Phreak said,

I did some looking into that for you Mega, and what I've found is that nVidia has not yet made a single usable mobility driver for Vista.

The only option you have is to get a download of the latest desktop model drivers and mod the files.

http://laptopvideo2go.com/ has some excellent information and tools to make modding the drivers extremely easy :)

Hey, thanks. I thought it was odd that I haddn't found anything yet. Have to give it a look see.

is anybody really suprised that tech support didnt know what the heck was going on with the client before just shooting out a random pre computed answer. This is standard operating practice for big company support lines. It's sad really that in this day in age we still can't get our good techies out where they need to be.(mainly because big company hire idiots and disguise them as techies.lol)

Thank whichever god you believe in!!

x64 Windows is far superior to 32bit, I mean as long as all your applications work, and you can do what you need to do, why not choose x64? I run it, and everything I need works, though I have to admit, Windows DVD Maker doesn't like to support anything other than wmv and mpeg. There are no 64bit codecs for it yet :(. I dunno why they included a 32bit and 64bit windows media player, but only a 64bit DVD maker and Movie Maker. They're nice for simple video and dvd making.

Citrusleak said,
Just download the vista codec pack for x64. Works great and has almost every codec you will need in x64.

Just be careful when doing so....a lot of times those codec packs screw up more things than they fix.

having worked in a call center tech support line i can promise you that the tech support agent was trying to hurry him off the phone, especially when there is nothing that he can do. These people are not programers, they are not lawyers. They are there to listen to people bitch and complain all day long.

seta-san said,
having worked in a call center tech support line i can promise you that the tech support agent was trying to hurry him off the phone, especially when there is nothing that he can do. These people are not programers, they are not lawyers. They are there to listen to people bitch and complain all day long.

That's only if they are uneducated and deserve to be fired. I worked in 2 Call Centers.

One was for a company doing Verizon Customer Support. I didn't work there for very long.
The other job where I was a Supervisor for several years was for a company that had a varied customer base. We handled calls for doctors, tow companies, ISP's, alarm technicians, etc.

I also handled a lot of their IT issues. Any agent who just rushes people off the phones we fired.

Also where in any of my comments did I state that I handled this x64 issues through any sort of phone support?
I've made it clear time and again that this was handled through e-mail and via the forums with Community Liasons. In particular one Community Liason who has worked as an engineer for Dell.

Well there is definatly a "glitch" today... when I look up the Dimension 9200 drivers the operating system dropdown is empty! looks like they don't support anything now

I can confirm that the x64 drivers for Vostro 1500 are missing too, and the Vostro is business class laptops, so support is supposed to be better than average(i.e., not crappy)

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