Corrupt Microsoft Office Basic 2007 CD -- What Do I Do?

[Jeff61053]

My Dell laptop was recently infected by a virus. For a fee, Dell erased and
reinstalled the operating system, Windows XP. The laptop had come in 2007
with Microsoft Office Basic 2007 already installed but Dell had supplied a
backup reinstallation CD with the purchase. Dell didn't reinstall Office
Basic 2007 during the cleanup but I had the CD. So I thought I could break
open the CD package and reinstall it myself. When I did, the CD appeared to
have marks on it, and when I tried to reinstall it, a "corrupt" message
appeared. The Dell tech got the same result when I called back for help. He
told me that I would need to get a new CD from Microsoft. But when I went to
the Microsoft Support website and followed the instructions--

How to replace lost, broken, or missing Microsoft software or hardware
http://support.microsoft.com/kb/326246

--I was told on the phone that Microsoft could not help me since Office
Basic 2007 was an "OEM." I was told to go back to Dell. Dell now tells me to
go back to Microsoft. Surely somebody is responsible for replacing a
defective reinstallation CD -- am I wrong?

Of course, I have the Product Key on the tag. But without a CD, it's of no
use.

Any suggestions?

 

[Tom Willett]

: go back to Microsoft. Surely somebody is responsible for replacing a
: defective reinstallation CD -- am I wrong?

No, you are not wrong. And, in this case, it is Dell, since they supplied
it.

 

[Jeff61053]

I've gone back to Dell three times. Each time, they've told me to go to
Microsoft.

 

[Peter Foldes]

Jeff

This issue belongs to Dell and not to Microsoft. Ask the person who you are speaking
to that you want to speak to a supervisor and explain to that person exactly the
same as you posted.

 

[Daddy]

I don't think I can solve your problem, but I think I can explain what's
going on. You are, for all intents and purposes, stuck.

Microsoft sells operating systems to OEMs like Dell at a reduced price on
the condition that they (Microsoft) will not provide any support. All
support must come from the OEM - in your case, Dell.

Dell can decide what kind of support it will and won't provide. Microsoft is
out of the picture. Fot its part, Dell is under no obligation to replace the
recovery CDs or recovery partition it originally supplied with the computer,
unless they were found to be damaged when you first opened the box. In that
case, Dell must replace them, just as they would have to replace the monitor
if you opened the box and found a crack.

OEMs are under no obligation to provide customers with replacement CDs if
the originals were lost or the recovery partition was damaged by the
customer. Sometimes, they will provide replacement CDs, as a courtesy. They
are not required to do this. If you can't convince them to replace your CDs,
you need to buy them.

The situation is different if you bought your operating system separately.
Microsoft will replace lost or damaged install media. It's a service they
offer in exchange for your paying the full retail price.

Daddy