Thursday, July 12, 2007

Dell starts Eliminating trialware from its PCs.

At the launch event for Dell’s new line of Vostro PCs and laptops today in New York City, Michael Dell admitted that “customers really hated trialware” and that Dell is making a major move toward removing trialware (what we call “crapware“) from the desktop and laptop systems that it sells to small businesses.

Of course, this is not just an altruistic move on Dell’s part. Dell makes a lot of money from companies that place their trialware on Dell systems, so Dell loses money by removing that crapware. However, Michael Dell explained that Dell also saves a lot of money in customer support by removing it. “Trialware is a support issue. You click on it, it’s not working and you call. Just take it all away and you don’t have those problems.”

The intangible factor here is customer satisfaction. Removing crapware will undoubtedly be a popular move with small business IT pros, who typically have to remove it all manually after the systems arrive. Dell’s corporate desktops are already free of crapware. However, it doesn’t look like Dell will be removing crapware from consumer systems any time soon, according to ZDNet (TechRepublic’s sister site).

For more, read:

* Michael Dell: Anti-crapware poster CEO? (ZDNet)
* Dell rolls out SMB notebooks dubbed Vostro sans ‘Trialware’ (ZDNet)
* Dell Lets Small Business Users Decline PC ‘Crapware’ (PC World)

Could this be the beginning of the end for pre-loaded crapware? Will other vendors follow suite for small business systems? Will this soon spill over to consumer PCs? If you are a small business IT professional, how does this move affect your opinion of buying and deploying Dell machines? Join the discussion.

1 comment:

RichardatDELL said...

Hi Mikel,

This week we did make an announcement about special hardware and service bundles for small business that include no trialware. However, back on June 18 we also announced on the direct2dell blog several initiatives to simplify this situation for consumers. You might find this post of dome interest:

In it we note that "We've expanded our opt-out offering on XPS products as well as through our Dimension desktops and Inspiron notebooks. This means when you configure a system on, you have the option of choosing "No software pre-installed" for things like productivity software, ISP software and photo and music software."

We also announced software uninstall utility in the U.S. It allows customers to further control and choose what software is on their system.

We know its not perfect, but it is a step forward and been proclaimed by others as leading the industry.

Hope that clarifies things a little further