As if we didn't already have too much fine print from the software vendors, now it looks like we've got to read the hardware vendors' terms as well. At least that's what one reader discovered when he tried to return a Dell server that wouldn't work properly with his Linux application.
"I recently ordered a PowerEdge SC420 server from Dell," the reader wrote. "I ordered it with an SATA Raid array and ordered the second drive from Dell to make sure it would work with the first drive. They said it came with software to assist in loading the server system. Unfortunately, even though it does not warn of this limitation on the on-line order system, this software does not support any Linux installation -- not even the Red Hat products Dell sells. When it arrived, I tried to load my server software on it, which happens to be a Linux-based product. I actually tried three different products and each one said there were no hard drives."
The reader called Dell's legendary support, with predictable results. "I called Dell for support and they said I had to find a driver, but they could not really tell me how to find one or make it work," the reader wrote. "They also suggested disabling the Raid. I tried that and was able to load the SUSE Linux system, but it still isn't working as it should. Not being a full-time computer person, it took me a total of four weeks to try everything they suggested and everything I could think of. It still did not work as desired."
The reader had been laboring under the assumption he had 30 days to return the product, as is the case with most Dell servers. "I called for a return, and they said since it is the 'SC' series of the PowerEdge servers it only has a 14-day return period," he wrote. "The only exception made for that period is if they made a mistake, which is not possible with an on-line order. I was within the 30-day period which applies to almost all of their other servers. Do you think they know these servers have problems and have therefore shortened the period of time for return?"
What the reader had missed was a sentence in one of several long documents on Dell's website that talks about return policies. It reads:
New PowerEdge, PowerConnect and PowerVault products may be returned within thirty (30) days from the date on the packing slip or invoice except that new PowerEdge SC servers and n series products purchased from the Small and Medium Business Sales Division may only be returned within fourteen (14) days from the date on the packing slip or invoice.
"It was deep in the second layer of terms and conditions that this information is found," the reader wrote. "But it is there if you read all of the sections that talk about returns. This is really the first bad experience I've had with Dell, but they are not likely to get any more of my business. Fortunately I did not order a particularly expensive product so I should be able to make some use of it -- probably by pulling out their controller card and putting in something good, but it is irritating."
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