Hiccups in Dell's Windows 7 upgrade program
Dell has been back in the retail game for two years now, but there are still a few kinks being ironed out.
Some Dell customers are reporting serious confusion over the process of registering a new PC and signing up for the free Windows 7 upgrade. Dell's earlier announced policy is that PCs purchased after June 29, 2009 will be granted a free update when Microsoft's newest operating system arrives in October.
But since that date, some reported that when they go to register their new PC (purchased after June 29) from third-party retailers like Best Buy and MicroCenter, the date of purchase appears much earlier than the day the customer made the purchase. Instead, the date that appears in many cases is the day that Dell sold the computer to the retailer, sometimes weeks--or months--earlier.
One customer from Florida, Richard Lurton, who ordered a Dell Inspiron 15 notebook, went back and forth with Dell customer service, only to be told that the date the retailer purchases the computer is the date that matters.
Similar complaints were received by Best Buy, which acknowledged the problem and established a special message board for the topic. The support forums on Dell's own Web site show customers who bought Dell computers at Best Buy and retailer MicroCenter also having difficulty registering for the Windows 7 upgrade.
Dell acknowledged the company knows about the problem and is currently taking steps to resolve it. There is a page set up for retail customers where they can change the purchase date from the retailer's purchase date to the customer's purchase date.
Regarding customer service employees who were erroneously telling customers that the retailer's purchase date determined upgrade eligibility, Dell spokesman Bob Kaufman said that over the last two weeks, "customer care has received updated information and it is now handling calls appropriately."
Those still experiencing this problem can call Dell customer service.
Erica Ogg is a CNET News reporter who covers Apple, HP, Dell, and other PC makers, as well as the consumer electronics industry. She's also one of the hosts of CNET News' Daily Podcast. In her non-work life, she's a history geek, a loyal Dodgers fan, and a mac-and-cheese connoisseur. E-mail Erica. 
Is it because you don't understand English or are just plain stupid?
Even if you do decide you want the upgrade to Windows 7, you are most likely gonna choose Windows Vista in the first place.
Then go out and buy something, anything, that doesn't come from Redmond.
Amen
@Bogus: what no reference to the registry this time around? Does it no longer scare you? buhaha HIVE buhaha KEY buhaha VALUE! Run, everyone, run it's going to get us!
That being said XP is now in extended support, NOT mainstream support. If a patch isn't considered critical MS generally won't release a patch for it per their extended support policy. MS has been known to declare a patch critical on one a newer version of Windows, but not critical on another to explain their lack of patches for an older OS.
And they even speak English at their American stores. This in itself can be a great time-saver.
Otherwise, Bob wouldn't give us the time of day.
Since then, I have engaged in a campaign of replies to posts of other Dell customers in the same pickle as I am. This brings them to the top of the recent posts pile. Last night, I stopped at ten. could have found more. Shared the tttp address of this article with the posters. Emailed CXustomer Support twice in the last two days. Finally, this morning I got a reply from a rep acknowledging my eligibility and claiming my info would be updated in the next 72 hours. We'll see, meanwhile the campaign goes on. I am amazed how screwed up this company is, rivals anything government has yet invented. One other thing in common with government, adept at getting your money.
In an effort to be fair, here's how my situation was resolved.
I got an email back saying I was eligible and wait 72 hours. I did that, then tried to register. Got a box saying the system wasn't on the database, please contact Dell. So I did that.
Spoke to seven people in 25 minutes with holds in between, some of whom wanted to transfer me to Tech Support. Didn't want that, by now I knew it was a Customer Care issue. Finally spoke to a woman whose English was very clear. She did something on her end and I was instantly able to register. Got the confirmation email.
I am satisfied now, but it took four weeks of calls, chat, emails and more calls to do it. Not quite as smooth as Mr. Kaufman represented back on July 14 in the CNET article. I recommend going the "email customer support" route for those looking for a resolution. You may have to follow up with a call.
Best of luck to those retail customers who have reason to believe they are eligible.
- by rawnerve719 October 22, 2009 10:07 PM PDT
- Imagine you are a Dell employee. (or a Microsoft employee- maybe it's their fault). Imagine you are telling someone face-to-face - ever so politely - that yes, they will get the free upgrade - a $200 value - with this new computer they are buying. Now imagine that you know that you are lying. You know that there is no process in place to give it to them. You've just been told to promise it to them but your sups have no intention of delivering on most of these promises, they just want to sell more computers.
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(32 Comments)When you are lying and cheating people, does is ****** matter how polite you are? Only Narcissists and Psychopaths think so.