S4. Why different Microsoft OEM, DSP, AE, Retail software?

Answer: A good question. The answers are different depending on who you are: end-user (who buy & use it; you), distributor (who sell it; Xxera), and manufacturer (who create it; Microsoft). I never ever feel so happy when I found the answer.

First of all, take a look at what are these different packages from Microsoft. And please realize one thing before we start: end-users want to save money (whatever the cheapest way to get "genuine" product); distributors need to sell hardware with software bundle (how can machine run without O/S?); and manufacturers want to make "BIG" money (Microsoft has every reasons to be proud about that). And please pretend you were in distributors' position, then go back to end-users' position. Both you and me won't be Microsoft (even you have "MSFT" - a familiar symbol for stock market).

(1). "OEM" is for "super" PC manufacturer such as AT&T (out of market already, but "OEM" software still available?!), NEC-Packard Bell (merge together already), DELL, IBM, Compaq, Acer, DTK, any other PC manufacturers who have "OEM" license agreement with Microsoft (large volume quantity monthly and sold with their mainboard, hard drive, system/upgrade). Price is a lot cheaper but tech support go through whoever sell it (Microsoft do not provide tech support for end-users). Nobody is the "real" PC Manufacturers (most are either "ODM" or "OEM" only). Well, we sell "OEM" Win95 with hardware (mainboard, hard drives, system/upgrade) bundle if you want to save few dollar (compared with OEM "DSP").

(2). OEM "DSP" - so called "Delivery Service Partner". Since a lot of improvement on Microsoft Web Site (also developers) to support Windows 95 OS/R2 recently. These products got us back. This is almost the same package as "OEM" on (1) but charge their "partners" (Microsoft OEM DSP dealers) higher price (compared with "OEM" as above) and let "partners" solve end-user's problem with the "help" of Microsoft & Developers on Web sites. (you know there's a "Hardware Compatibility List" (HCL) for Windows 95? This means some time there's no solution). I'm glad to see tons of valuable info on manufacturers Web sites (such as Intel, Microsoft, Creative Labs, Adaptec, ... ) during last few months. I think we (users & vendors) can work out something and make this program work from now on.

Both customers (rseller & end-users) need "directly" manufacturer's support because that's the "market trend". Customers (both you and me) are not responsible for Windows 95's bugs or updated drivers (the creator does). And they did try their best. I'm convinced, how about you end-users?

(3) "AE" is the one we like the best. The price is super (academic discount), service (tech support) go through Microsoft directly, but sold to "qualified" users only. The reason why we like this program is this programe is designed for "limited" users (for educational purpose only). Maybe Microsoft thought all educational related users have finacial problem (?) or there's no way to stop piracy copy of Microsoft software just because software are overpriced (educational users do have a high percentage to make illegal copy of PC software). How nice if everybody can enjoy free software (such as "Shareware") like your surfing on Cyberspace.

(4) "Retail"? Well, you knew it; this is the one for "rich" people who maybe earn a lot money from "MSFT" or whoever can afford this deluxe package. You got everything you saw on hundres of thounsands US dollar's Microsoft advertisement via all kinds of media. I'm not a rich person and really don't have this kind of stuff in my store. We can special order for you if you want "retail" software. But no refund for this specail order if software is opened (we can not resell again).

I don't know how come Microsoft (not sellers) offers "30-day money back guaranteed" (money back from sellers or Microsoft?). I hope somebody really try this (buy, open, then return) even you see a sign says "no refund for opened software" from software stores. Please don't try to order from Xxera. We are super "small" software store (hardware okay - not "retail" package, but we charge 15% re-stocking fee) and cannot afford any software return - our rule is "no refund" for opened software.

Okay, now you know the difference between OEM, DSP, AE and Retail packages. The priority should be "AE" (if qualified), "OEM" (if bundle with mainbord, hard drive or system/upgrade), "Retail" (if you don't even want to update a mainboard or hard drive to qualify for "OEM". Ooops! I really envy "rich" people and almost forget - you are welcome, sir!). What's the needs for end-users? What's the needs for distributors? And, what's the needs for Microsoft? Please go back to the second paragraph of this topic and think about these problems seriously (if you were in distributors' position).

We at Xxera Technologies, Inc. has thounsands of satisfied customers during the last 10 years. Most of our customers are office/government or dealer/consultant who know how to handle hardware/software problem. "Local" end-users also willing to pay extra service charges for hardware/software installation (we charge $45 per hours). We can tell "yes" or "no" right away for "local" customers (but it's impossible to do trouble shooting vis phone for "remote" mail-order customers). It's clearly that hardware ("product" which you can touch) and service ("knowledge" which you may need to make thing work) are two things. Just like anybody can buy auto parts from K-mart (and compared with other stores just like me), but you can either do it yourself (if you know how to make it work) or bring it to auto service center (and let them charge you for their service). Why mail-order customers thought they can get "free" servcie through distributors?

Everytime customer want to mail-order someting I always ask some question regarding their machine before they place order. Why? Because we're afraid you order the wrong parts and may cause problem later on (20% to 40% orders were rejected after my explaination). End-user don't know what to buy (the "right" product from dealers); salesperson don't know what to sell (the "right" product to end-users). This is a serious problem for PC mail-order market today. And please remember one thing: always get help from wherever you purchased your machine (if you have IBM, Apple, Compaq, DELL, or any other "name brand" machines). Sometimes I feel we are greater than those PC Manufacturers because we need to service all PCs in the whole world (I don't think IBM, Apple, Compaq, ... get any phone calls as we do).

Well, too many complaint. But it's necessary to tell all mail-order customers that don't order "OEM" product (especially OEM software) if you're not sure you can make it work or not. Trouble shooting can not be done via telephone calls only. Thinking "retail" pack as "product" + "service" (yes or no, you may still need to bring to computer store ask for help). At least we poor distributors don't have to worry about end-users' (mail-order) complaint (please yell at manufacturers, we do not create this product). How can you complain distributors but not the manufacturer who cause your problem?

For "local" users we never have any service problem thus make no difference between "OEM" and "retail" product (we can make it work anyhow). I must say sorry to mail-order customers that we no longer sell Microsoft OEM Windows 95 unless you want to take full responsibilty by yourself. We never ever get any benefit to sell you such OEM software but just lots of unsolved troubles waiting for us (and it's just like missions impossible for us without touching your machine). I even think we should urge Microsoft provide tech support to end-user for all their product (doesn't matter "OEM" or "Retail") because users need it (distributors need it more). By the way, any questions about Microsoft product please call Microsoft sales at (800) 426-9400. We are authorized reseller only. Any promise or guaranteed are from Microsoft (not distributors) and we prefer sell whatever tech support between end-user and Microsoft (sorry, no "AE" for Win95). Thanks for your understanding. < - revised August, 1997. - >