Direct2Dell

4 Months of hassle LATER our 2 Vista upgrades finally arrive - Had to pay customs duty on both of them and then noticed they're both Home BASIC instead of Home PREMIUM as they should have been!  Not even going to bother trying to sort this out with Dell, not worth the hassle and frustration.

They will be the last 2 Dell products that ever pass through the door here and I intend to turn everyone I can off buying a Dell and I truly hope Dell go to the wall as it may serve as a lesson to other companies that treating your customers like sh1t and being unbelievably incompetent doesn't work. Also having people with incomprehensible accents fielding calls from English speaking customers is a bright idea too.

Hey at least all you guys with problems have got your upgrade!

I've been waiting 5 months and nothing, the order status says "in process". To top that I'm in the UK and I bought my 9200 from the outlet, it was originally destined for Germany so my upgrade is in .....German. 4 months ago I asked this to be changed, I was told that my request had been passed on to the escalation dept and then nothing.

Will I ever get it? Who knows!

CM

Good afternoon.

I am currently conseplating, the purchase of a notebook computer, namely, Dell XPS M1710, however, it has come to my attention that Windows Vista Retail will not work on this machine, without specific Dell programs, and I am unfortionately, due to occupational needs, not able to use the Dell OEM version of Vista.

I was wondering, if I could trouble a responce from one of your kind selves. to explain how I may incorporate some key Dell features, into My retail versio of Windows Vista.

I am truly greatful for your time, and may you have good fortune in your day.

Yours

General Sir David Närtey GBE, PhD, MD, JP

I see my posts have been deleted also - None of which were abusive or defamatory in any way, just explaining how long I've been waiting and how badly I've been treated by Dell support.  Well, because of Dell's treatment I have made sure Dell lost all our company's business which has been approx half a million a year for the last 2 years. Our HP rep is delighted with the extra business!!!  Dell seem to think that if they ignore things they will go away - they will, but so will your customers....

Just wanted to say how pleased I am with the 3 computers I have purchased.  Good solid value for the money.  Keep up the good work!  As for  the folks wanting to "upgrade" their computing experience by installing Vista...

Good luck with that! 

XP works fine for me for now.  In a couple of years it will be time for a new computer anyway and by then the kinks will have been worked out.  BTW I Love the 24" Wide Screen!!!!

Cheers!

Glenn 

I just tried going back to the dellvistaupgrade site, and noticed that the registration period has ended.  What the heck...the last time I tried to register the site told me it couldn't process my request at that time...or something like that.

How do I get the Vista Express upgrade?  I have up to 7 machines that I would like to be able to get this upgrade for, but I can't register the service tags.

This is the most unorganized and discouraging thing Dell has done.  I am greatly disappointed.

 -Craig

To some Dell Representive

Hi. I posted the same E-mail to EMEAenglish@d1.dellvistaupgrade.com about my order information three times, (on Sat, 27. Jan.; Sat, 3. Feb; Sat 10. Feb.), while they didn't get any answer. I just want to know if the reply I got on Tue. 06. Mar is correct, because it just was a standard reply. (A machine could just as well have answered!)

My question to the dellvistaupgrade assistance was the following:

Wed 4/25/2007

I ordered and received my Dimension E521 just after Dec 2006.

................ N O   VISTA  U P G R A D E  ..........................

Dell's concept of customer service is beyond pathetic.  Ever since buying my XPS 410 two months ago I have been trying to get the promised Vista upgrade.  Problem: the website wouldn't process my request because of an "Invaild COA format" error message.

I was initially told that this was a simple problem to fix and only required a "reset" of the COA.  Nonetheless, uncounted phone calls and wasted hours later the problem is unresolved.  So much for the "premium" level of service Dell reserves for its XPS customers!

As a final demonstration of Dell's seamless ineptitude, my last series of calls is instructive.  On 3/30 I was told that Tech Support couldn't handle the problem any longer because a new unit had been set up to address all Vista Upgrade issues.  "Call the new unit and they'll fix everything," I was told.  On 4/4 I called the new unit and was told "Oops, we can't do anything for you because the website we need to use hasn't been activated yet...call back on 4/16 and all problems will be resolved."  On 4/16 I called back and was told "Oops, the website isn't ready yet...call back on 4/19 and all problems will be resolved."  Today is 4/19.  I called back and was told "Oops, the website won't be ready until 4/23."  Would anyone like to wager on the site being up on 4/23?

Apparently Dell does not care at all about its customers.  Sending out Vista disks to customers who are owed them is not quantum physics.  By making this experience so frustratingly painful, I'm adding my name to the list of those who say:  "Dell...NEVER AGAIN!!!"

I recieved an email on 30 march saying that my upgrade had been shipped and when I check my order status on the website it also says that it has shipped the problem is the dhl tracking number provided can't be found.I have emailed 4 times and got 1 response that had nothing to do with the question that I asked.any help from customer support would be appreciated.

J.D., do you believe in divine intervention? I'm not sure I would swap XP Pro for Vista, even if they paid me to...it may be prettier, but I would trust the XP Pro OS over Vista, at least for right now. It might just be the best $10 you never spent.  Later, Bro!

I ordered and received my Dimension E521 just after Dec 2006. I immediatly went to the Vista upgrade website and registered, and received a confirmation email. March my credit card was billed for the amount of the order and shipping, for about 3 days then the money was put back into my back account and the website changed to In Process. Dell were promising to have all deliveries out by mid April? Now the site says the end of May!!!!!!!!!  Customer service and support don't care once they get your money and unfortunatly for Dell they are losing a lot of loyal customers like myself  This will be the last transaction that I will have with Dell too.

Reading all this, it's a sad story and it does not fit into the picture I had from Dell, but now - i am waiting on the vista upgrade since December 28. ....

This is a very bad way of handling customers.

I bought a dell latitude 620 from dell outlet today(April 02,2007)

It says "Qualifies for an Express Upgrade to Windows Vista Business "

I will get this laptop next week,but express upgrade site says that last date of upgrade is 31st march.

Does my outlet laptop qulifies for Express Upgrade to Windows Vista Busine?

Dear Lionel.

I have not been contacted by Dell.  I guess I have to order the Vista Home Premium first by the deadline and then get upgrade to Vista Business later unless your guy contacted me this Saturday.  RIGHT?

Wenge 

Original Message and your reply: 

Lionel Menchaca, Digital Media Manager said:

From some experience or registering 31 PCs for the Dell Vista upgrade:

1. The web site is slow but does generally work

2. When entering the COA ensure it is the Windows COA and not the Office one

3. If your system comes up as 'Tag not recognised' then ring Dell to get them to register it - they have a department to do this but probably closed now (weekend).

4. If the Tag isnt registered with Dell then you can't apply - but Dell informed me that they (MS) will still honour upgrades if the customer was not at fault as far as registration issues (e.g. Dell are slow to register Tags of systems already shipped)

I agree with people who said that their system will be "obsolete" by the time this so called "express" upgrade ships.

I got 4 PCs that qualify for upgrade.

2 purchased on 6th of  Dec (with WinMCE)

1 on 22nd of Dec (WinXP PRO)

1 on 19th of Jan (WinXP PRO)

All the PCs have been immediately registered for Vista waitforevergrade..

So far (IRONICALLY) I only received upgrade for the PC that was ordered LAST. One of the MCE boxes does not show up on vistaupgrade site anymore and the other 2 are still in "processing...."

Whoever runs the upgrade site is so slow (probably very far behind) that it takes them over a week to answer to my e-mail with a ? for that was already stated in my initial message.

Now Dell reps. are calling me up because they want My Company to purchase from them. Right!

The excuses just keep piling up.., I especially love the " We didn't know that so many people would try to redeem upgrades", well duh.., Let see.., # of computers sold between Nov and Jan would = the # of redemptions to expect. How hard is it? All that computing power and still can't figure it out  now even 2 month later.

Indeed a SAD day for Dell.
 

 I will NEVER buy another dell. I will also let anyone everywhere know that Dell is a horrible company. My first $1800 XPS410 crashed in 20 days. They wanted to give me a refurb! Seriously, I pay 1800, the hd goes and they offer me a REFURB??? It gets better. I qualified for a free vista upgrade. The first service tag # kept coming up invalid. I called, They said it woudl be fixed, they were "behind". The new system comes up invalid. It will be fixed.....This is 3 months and 11 calls later. Guess what, still invalid service tag. The person I spoke to 3 weeks ago told me it would be taken care of in 5-7 days. He promised me he would call back.

No call back. I just called dell and told them I would be removing $150 from my final bill as that will be my purchase price for Vista and they have not fullfilled their contract. Today, the online support person conacted customer care who told him to call the Dell express upgrade maintainer....

The dell express upgrade maintainer told him to have me call customer care.

I'm really done with this. I'd love to send the entire system back and get my money back at this point.

Since I (and probably most of us) apparently have time to kill while waiting for the upgrades to arrive, I have a question directed to those (few) fortunates who have received and installed them.

 Now, I'm hearing that a clean install is the best approach but I'm also hearing that such may not be possible with the upgrade. So, my thought is this; if I use the original CD that came with the PC, reformat the hard drive back to it's original condition and THEN upgrade to Vista, will this make much of difference (other than the time spent and having to reload files/programs)?

Your thoughts?

Man, I thought I was getting a nice price on my pc.  I assumed I would get vista when released.  Months later now, I am afraid to buy and install any useful software on my box because it will not be vista compatable and Vista is still not forthcoming.  Next time, I will pay more and buy elsewhere.

I guess my PC will be almost obsolete by the time you all ship. 

Bill 

I purchased an Inspiron E1405 on 10/28/06 which is fully eligible for the Dell Vista Upgrade.

When I was entering my information on that awful dellvistaupgrade site, I was interrupted in the process before I was able to submit my credit card information.  When I tried to restart the process the system says that the service tag # has been used.

 I called the service center and after waiting for about an hour, I got a nice, and well meaning Filipino woman who basically couldn't help me.  She promised that she would submit it to the "escalation team" and they would contact me in 7-10 business days.  Of course I heard nothing from them.

 I also sent several emails to the site.  They all generate a form letter reply asking for information and also a promise that the "escalation team" will contact you in 7-10 business days.  I have replied multiple times and have gotten NO RESPONSE.

 
I have been a loyal Dell customer.  However, as usual, once a company gets your money, suddenly their interest in you diminishes.   This episode leaves such a bad taste, that I will avoid Dell.  Who is this "escalation team?"  Do they actually exist?  I really should have waited until Vista was pre installed. 


 

Has anyone got theirs who ordered mid-January?

Thanks.

Hi, can someone answer what appears a simple question. I have a order for some PCs with Dell that was booked on the 15th March (last day to get the upgrade) - the payment is next week.

Will fact that payment is on a later date invalidate the  Vista upgrade option? I ask as Dell say the order date is what they go on but there is no guarantee and I'm not sure I want to risk it - i.e.  Ill cancel the order unless I'm sure.

Also is the Office 2007 upgrade handled the same way or differently?

Me to Glenn mine now also says In Process does that mean it's on it way Lionel?

Has anyone in the UK actually had their upgrade yet? I find it deplorable that Darren (above) can get his disc shipped within 3 and a half weeks of registering in the USA (By the way I noticed that "shipping" is only $11 as opposed to £11 in the UK)

I ordered my notebook at the time I did because of the "Express" upgrade program and I'm now seriously thinking of taking this up with trading standards or maybe even watchdog.

The attitude of Dell on this has been nothing short of deplorable (there's that word again) with no communication unless pushed to reply to emails and a complete couldn't care less attitude to the whole thing

I have sent 3 emails to Dell vista upgrade support and called the Vista support number listed on the "contact us" link. This is now my second post to this blog.  I have a vista order that was in pending status for a month and is now in cancelled status.  I received no notification why it has been cancelled.  Can someone at Dell tell me how to get information about this order?  I have exhausted all officially publicised contact options and my requests for response have gone unanswered for several weeks now.  Is this a one-to-one communication site for Dell?  I'm just looking for some information.  Can you help?  Thank you.

I have bought and registered 2 pc for upgrade one in november which was registered right away and one in december which I registered 2 weeks ago.

Both are still pending..

Some express upgrade this is.

I have puchased 8 dell pcs over the years but this has we thinking they are only interested in sales not customer loyalty. New vista pcs were on sale right after the release date but 6 weeks later we are all still waiting.

Hi All,

Here is what the format of the e-mail looks like when you are notified that your Express Upgrade has shipped. I personally submitted my order on February 12th 2007. Therefore for me it was only 3.5 weeks to receive it.

                                   DHL EXPRESS
                          SHIPMENT NOTIFICATION

The following 1 piece(s) have been sent by FULFILLMENT CENTER of DELL VISTA via DHL Express on March 08, 2007 using Waybill XXXXXXXXXX

If you wish to track this (these) shipment(s) please contact your local DHL customer service office or visit the DHL Web Site at http://www.dhl-usa.com/

If you have a Web-enabled mail reader, click or copy the link in the web browser below to view shipment tracking details:
http://track.dhl-usa.com/atrknav.asp?ShipmentNumber=XXXXXXXXXX

Sent To:   
                DARREN (My Full Name)
                (My Full Address)
                United States Of America

From:           DELL VISTA
                FULFILLMENT CENTER
                7601 Setzler Pky
                BROOKLYN PARK, MN
                55445
                United States Of America

Shipment Date:  March 08, 2007
Delivery Date*: March 12, 2007
Weight:         1.0 LBS
Pieces:         1
Service:        2ND Day
Reference:      XXXXXXXXXX
Contents:       Windows Vista Home Premium-English
                D0115
   * Based on Shipment Date provided by sender

                     Thank you for requesting DHL Express
                           for your delivery needs.

Reply to "Chx"

 I registered on the upgrade site in December.  Don't know if that helps.  Even though...the process shouldn't have taken so long for me and for others who registered later.  OEM versions of Vista were out even before Jan. 31st.

As far as upgrading...I have an inspiron E1505 and I chose to do an "upgrade" instead of a "clean install.  The reason is I didn't feel like installing all my software again and putting my documents and music back in either.  So far...the touchpad scrolling doesn't work, but the mouse does.  I keep getting an error #5 on startup...I think it was updater error #5.  I don't know what it's for, so I just click "ok" and everything is ok.  There was an issue with my ATI 256mb 1400..the "windows photo gallery" slideshow transitions were very VERY choppy...I had to go to the ATI website to get and update, and that fixed it.  Norton didn't work either...had to uninstall and download it from Symantic site...working well now.

So far...it's not too bad.  I'm sure little things, like my scrolling on the touchpad, will get fixed.  I just think it should've been on that Dell disc.

When you start the upgrade...don't panic at bios updates and uninstalling of wireless cards...it'll work.  All my docs and music were backed up on external drive, but I didn't need it...it was all still there.

 George

Lionel;

I have a "fully loaded" XPS-700 purchased in October of 2006.  Do you yet have any idea when the necessary drivers for Vista will be available from Dell?  Also, will these drivers accomodate the 64 bit version of Vista or do you recommend sticking with the 32 bit platform?

Thanks!

Nate

After horrible experience with Dell upgrade site as well as with their customer service I am finally able to register for upgrade . Now they are saying to wait till April to get Upgrade kit. This is my second and last notebook from DELL, bye bye Dell.

I honestly think it's a case of couldn't care less on Dell's part. They have our money so there's no need to rush any more. Just to add insult to injury I'm getting emails from Dell with special offers and telling me how fantastic Vista is!

I'm on my second Dell notebook but thanks to this debacle there wont be a 3rd!

I spoke to Dell's support line today and they confirmed shipping had started but that it could be another 4-6 weeks before some existing orders were even shipped plus a further delay of up to 14 days shipping time. My company can ship next day internationally so where's the problem !

I had tremendous problems registering on the site and received the same run around I am hearing from others.  I managed to resolve the problem myself when I entered an e-mail address with a 3 letter ending (e.g., .com) rather than a 4 letter (e.g., .info or .name). 

I doubt that I will be a Dell customer in the future. 

I bet you are getting tired of receiving these emails.

I have been trying to remedy this issue for 2 months now, and my patience has just about evaporated. I recently purchased an Inspiron E1505 which is Vista compatible. I also purchased the "Express" Upgrade option. As of now, your "Express" Upgrade site still reports that my system is not eligible for the "Express" upgrade even though 4 Dell representatives have confirmed that it most certainly is eligible. My issue is with the level of service that I have received as a paying Dell customer. I have called on 5 separate occasions and been transferred countless times to representatives who continue to try to "pass the buck" down to another area. Thus far, I have luckily been in contact with two representatives who assure me that my issue will be resolved and that they will call/email me when it is resolved. They also provide a time frame of 5-7 days for this to take place. I have not heard back from any of my contacts from Dell. My question is "Why is this so difficult?" I have seen some blanket statements from Dell using words like Overwhelming Response used in an attempt to justify the massive delays in this process. I still have a difficult time accepting these excuses. Dell was (or should have been) aware of their client base and had ample time to prepare to handle that demand. Ok, may you were caught a bit off guard by this process, but if this is the case, why not at least acknowledge the issue and commit to resolving the issue while keeping the customers informed? There has been a massive outcry for information from many of your customers. This outcry is quickly turning to frustration and even hatred for your company and your product. If your company mission statement is to alienate and aggravate your customers, you are definitely succeeding as well as losing customers who would have otherwise remained true to Dell as a company. Dell should get payment from HP, Gateway and Apple as a thank you for the business that they will acquire because of this debacle.

I recently installed a new Dell computer for a friend of mine. Her system came with Vista already on the machine. So, in all actuality, I am being punished for ordering my computer when I did, and also for selecting the “Express” Upgrade option during the purchasing process. The reason that I chose Dell over your competitors was because of the customer service that I had received during other Dell purchases. The guts of the computers are all the same, no matter what company you go with. The thing that sets one company apart from the others is the service (both positive and negative). You buy customer service. Dell has definitely taken a step backward. If Dell is not careful they may, as we speak, be writing their own eulogy.

In the end, all I want is action. PLEASE provide me with some kind of service…soon!

Casey McIntyre

A timely response would be greatly appreciated.....   See above post.

Frustrated...

I bought an XPS 700 in early October, 2006.  I do not qualify for the free upgrade.  I accept that.  I did go out and purchase the Vista Ultimate Upgrade and started the installation.  It crashed.  Tried to re-install XP professional.  Blue Screen of Death.  Contact Customer Support.  Can't run Vista on XPS 700.  ??????

 I am now waiting on SATA Drivers to be written??  I'm not complaining about having to buy the $300 upgrade, but I am complaining about purchasing a $5000 system that can't run Vista. 

Any idea when Dell will provide these drivers???

Thanks...

 Nate

I purchased a Dell E520 in Dec 2006 . Dell upgrade site does not recognise service tag  like you have waisted hours calling Dell a complete waist of time and effort  This is my first dell computer it will also be my last wouldent touch them with a barge pole

                      Stuped Dell Compter buyer Peter

I have purchased two dell computers with vista upgrades the first one is still pending, and my laptop E1505 I entered service tag number and it replys back saying, has already been used. I have contact dell support number of times, and it has been a wast of time, only support I got was the run around. I hope this comment gets me the feed back I need to get this resolved.

Thanks, Donald

I purchased my system at the beginning of December and www.dellvistaupgrade.com still states my order status is pending.  I paid my $10.60 shipping.  Why is it taking so long to get my upgrade?

It seems to be a long drawn out process.

You sure won't keep your customers long, making them wait for a product that was released in 02/01/07.

I am really disappointed with dell as they are not providing any upgrade to vista for the customers who bought their PCs in October but before 26th. Where as Sony is providing the upgrade to all it's customers for a very reasonable price. Is Dell going to provide any upgrade to the customers who bought their PCs in September or October, or are they going to loose customers as i may never buy a DELL again.

I figure the Vista we will eventually get from Dell is going to be an OEM version of the OS.  Will this disk have both the 32bit and 64bit version?  I read that OEM versions only come in one or the other, but the full upgrade versions bought in stores contains both 32 and 64.  Is this true???

OK.  I'm one of those people who successfully registered for the upgrade but have it stuck on "pending".  866 number is dead whenever I call it.  I've called "gold" support and they are clueless when it comes to this program.  So who else can I turn to to find out what needs to be done? 

It's hard to believe that a large company like Dell can't find a way to ship out the upgrades sooner...or even have them available for download.  As of your last post, you're telling us that it will be 6 weeks starting in March to receive the upgrade.  First of all, Dell has been giving us different information since Vista came out...so I know not to believe the "4-6 weeks at the end of February" post.  Second, I'm really tempted to just buy my own upgrade so that I don't get extra Dell stuff on my Vista OS anyway.

I'm in the UK and emailed to see when they anticipate shipping. I got this reply this morning!

Thank you for your interest in the Dell Express Upgrade Program for Microsoft Windows Vista.

The Microsoft Windows Vista Software Kits are expected to begin shipping late February 2007. You should receive your Microsoft Windows Vista Software Kits within 4 - 6 weeks after we start shipping.

An email will also be sent that includes the carrier tracking number once your Express Upgrade to Windows Vista™ has shipped.

Sincerely,

The Dell Express Upgrade Team

So according to that we can expet them anytime  between the end of March and the end of April!

I too am having issues with the DellVistaUpgrade.com website. I have called customer service 5 times and got a different story about the website having issues and try again. Why can't a Dell Employee take the request from me rather then just pushing me back to the website that is NOT working.

 PLEASE HAVE SOMEONE CONTACT ME TO GET THIS ORDERED!!

On www.dellvistaupgrade.com I registered 3 PCs in early December for upgrade.  I even received e-mail confirmation.  However, when I try to check the status of the order I get the error message that I must enter correct information.  I have the confirmations with the information right in front of me.

Also, in mid-Janury I tried to register another new upgrade for a different computer.  I tried 3 times with the system aborting each time.  A day or so later I tried again and got an error message that the Certificate of Authentcity had previously been used which implies that the order was placed.

To confirm that I had a valid order I telephone the 866-634-7426 number and was told my problem would be researched and I would receive an answer in 5 to 7 business days.  That was 10 business days ago.  I also tried e-mail and received a reply requesting additional information.  I suppled the additional information and I have heard nothing.

It looks like Dell outsourced this project to an Asian company that can't handle it. 

I have been responsible for ordering more than 40 Dell computers over tha past 14 years and I have been noticing a rapid deterioration of service over the recent years.

Michael Dell, are you listening? 

Also very curious to see if anyone in the UK has received their copy of Vista. I went through the website and had no problems and received a prompt email with an order code but when I attempt to check the order code on the website it’s not recognized. I've checked the website FAQ but it isn't really specific in terms of providing a time frame all seems very vague. I'm still waiting for my copy to come in the mail yet. Will Dell send an email to customers advising them that their copy has been sent?

I know Dell wants to ensure all the systems have the latest drivers but a wait of up to 2 months to receive a copy of Vista after the release of the product seems rather long.

Has anyone, ANYONE in the UK recieved their copy of Vista?

When are they going to be sent out?

I finally got my service tag to work - for those having problems, make sure you include your e-mail with your comments.  I was eventually contacted by Dell support, and it took about 4-5 days for them to resolve it.

 FYI - they didn't post one of my comments, guess they didn't like what I said.  After this experience, I will think twice before purchasing from Dell again - I can understand an issue with their site, but the runaround I got from tech support on the phone was the worst experience I've ever had.

Steve

I didn't have any problems at the dellvistaupgrade site; I was able to enter infomation and the system recognized my system.  However, now I have to change the credit card I used for the Vista upgrade.  This is proving to be impossible.

 I call the 866-634-7426 number and it typically won't even connect.  After 10-20 attempts I get something other than complete silence.  The first rep was polite but I think my heavy American accent and his heavy Indian accent slowed our communication.  I was advised that I could change my credit card used for payment on the website dellvistaupgrade on 2/1.  Today is 2/7 and it still isn't true.

 I called again today and got through after 23 attemps.  I was clearly routed to India again.  The rep today told me that I will be able to change my credit card tomorrow on the website dellvistaupgrade.com.

I'm feeling a just a little irritated.

http://www.costco.com/Images/Content/Misc/PDF/11185364.pdf

Why is Dell telling me im not qualified for the update, The link will clearly show they are not being fair.

I called 5 times and had the run around. This is frustrating. I cant take this.

I cant believe that Dell outlet laptops are excluded from the Vista upgrade- THIS IS NOT STATED anywhere on the info. that was provided through the Dell site on Vista upgrade. If u take the cost of upgrade into account when comparing the price of a refurb and a new one it makes no sense.

I have been a loyal dell customer for years but this has left me feeling ripped off by Dell- and a happy customer tells a few friends but an unhappy customer tells everyone. This is so not smart and managing customers like this no doubt explains why Dell now has a reputation as a fallen star.

Chris