Direct2Dell

purchased a dell inspiron 1510 last june and have had nothing but trouble out of it and customer service is the biggest joke i have ever seen .Maybe if i could understand whom i am talking with and didnt get 7 different answers from the 7 different people at dell customer service and still no resolution to any problem i am having, they might be ok at best.   windows vista has got to be the 2nd biggest joke . why was this even invented, to be a headache to the folks that put hard earned money into this junk... never and i mean never will i by another dell , and anyone i see looking for a computer i will shy them away too.  save your money or throw it in the garbage first , it'll be the same...

Hi,

I had purchase an Inspiron 6400 on December 2006 with Windows XP Professional installed with the Upgrade to Windows Vista, Since December 2006 i'm waiting for that upgrade and it never arrives.

The (paid) upgrade is something real or is just marketing to get more clients?

Is more than one year waiting for the upgrade!!!

I will appreciate if someone from Dell write me with a reasonable answer and with a solutions to this problem.

I'm writing from Caracas, Venezuela.

Thanks in advance. Regards. 

Hi

 I had purchased an Inspiron 1405 in Dec 06 and it came with the free Vista Premium upgrade offer. Sometime around Jan or Feb 07, I went to the Dell Vista upgrade site and paid the $10 S&H. However, I am yet to receive anything. The Vista upgrade site is useless. When I click on support, it keeps taking me to the routine customer support, where it just pulls up the details of my laptop order, not the Vista upgrade order. Also customer support there does not seem to know much about this upgrade. Looks like the job of shipping upgrade CDs was wholly outsourced and there is no trace of it now anywhere on the Dell site!

 
Is there some place (or someone) I can talk to to get my CD? Would really appreciate the help. Thanks!
 

Lydia Ama said:

Placed original order for Vista Business upgrade on 15th December 2006. Got an email saying "attempted delivery, please amend address", even though it's the same address they delivered the PC to (Any of this sound familiar?) re-entered details within specified time frame, and still waiting a month on.

Having spent near £2K on a workstation, I was under the mistaken belief I was dealing with a professional company with unrivalled customer support.

Do I need to look for a 3rd party customer support team? 

Notebook recieved in Jan 6th.

STILL waiting for Vista upgrade pack!

Card details have been re-requested and submitted to no response.

What's the point DELL. This will be my 2nd and last pc from you guys, not good when I'm about to upgrade my 5 business desktops.

I'm just wondering as to why Dell shipped my upgrade to my old address after updating it though the link they provided us?  This is the 4TH time my Vista has been shipped.  Three times to the wrong address, and one time it was supposed to be shipped to the correct address, but somehow IT WAS LEFT ON THEIR SHIPPING DOCK or shipped internationally according to someone there. 

This is ridiculous.  The first delivery attempt was made in May but to the wrong address.  Three times after that, Dell still can't get right.  I must have spoken to 10 different people who confirmed for me that my address was correct in their computer, but STILL Dell ships it to the wrong place.  I've been on hold for probably a total of 4 hours this week but cannot reach anybody at the Dell Vista Upgrade Center to talk to about this.  I want to speak to someone from the America about this and not a foreign person so I can actually get this straightened out once and for all.

It's SO aggravating after being guaranteed that it would ship by June 30th to the CORRECT address and then it goes once again to the wrong place.  Now I'm sure I will have to wait ANOTHER 4 to 6 weeks for delivery to be attempted.  I don't know what else to do since no matter who I talk to at Dell the same thing happens. 

 
If I call, nobody picks up.  If I call Dell customer care they simply forward my shipping address to the Vista upgrade people (which obviously didn't work), if I email I don't get responses.  If I go to Dell chat, they just forward my info (which doesn't work AGAIN). 

I have to say that after placing my order in November of 2006, I should have been the first to receive it, now I'm sure I'm the last person in America to have not received their DVD yet (at least that's what the Dell person said on the phone a few weeks ago). 

Someone please e-mail me so we can get this straightened out.  I do NOT want to wait another 4-6 weeks to hear anything about this.  Like I said, this is the 4TH time Dell messed up with my order.  This is getting a little ridiculous.  Please help.

 
Sincerely,

Phil



 

Laughable service.

Ordered the Upgrade in March and I still haven't received it, every time I ring the helpline get some clown who knows nothing and keeps telling me to ring the Dell Cutomer service line.

I received the folowing e'mail

"Thank you for your Dell Vista Upgrade order. We have recently attempted delivery of your order and due to an issue with the ship to information your order has been returned to our warehouse by the carrier. In order to attempt another delivery at our expense we will need you to verify your current shipping information.

Please visit our website at https://www.dellvistaupgrade.com/orderaddressupdate.aspx?lang=en-US where you will be able to update your current shipping information.

We will need to receive your updated shipping information no later than June 8, 2007 in order to reship your product. If we do not receive confirmation of your address by June 8, 2007 your order will be cancelled. "

 Which was a lie and then the guy told me AmEx was no longer accepted and I had to give another Card number. Which I did only to find that DELL had debited my AMEX card back in March. I will never ever buy from Dell again and I will make sure that no body I know will either.

That will cost you 100's of thousands of dollars for the want of some basic communication and after sales service

And finally Dell, please do not delete posts on this blog. A couple of times now I have noticed that mine and others posts seem to dissapear from your site. None of my posts have been spam, personal attacks or profanity, nor have they been any mentions of legal action.

 Otherwise its off to Watchdog

I ordered my son a E520 for Christmas 2006 . I phoned the order through instead on doing it online as i was advised by someone who sounded like they were in an indian call centre  that the order would be processed quicker if I did so. I requested a Vista upgrade (for £11 p&p who wouldn't). However I was not told at the point of order that I would have to do anything further to redeem my upgrade and no such info (voucher etc that I see mentioned on this site) was received with the pc. I have been waiting patiently ever since. Obviously my patience before investigating to see where the upgrade has got too is my downfall as I have missed Dells deadline.  Where does that leave me?

Well Dell,

 You have exactly two weeks left to ship my Vista upgrade package. No doubt there will be an update to the expected delivery date again! Please prove me wrong and deliver the discs on time!

Sachie

Well, I guess I get to eat my own words on this and, truthfully, I'm glad to be doing so. I said that I didn't believe that I would ever receive the discs and that I would eventually have to begin legal proceedings to obtain some closure in the matter.

Seems I was wrong.

At 11:02pm (really cute, guys) on May15th, I finally received the Dell/DHL email, telling me that my disc had shipped and, after checking, have found that the dellvistaupgrade site now lists "Shipped" instead of "In process".

Am I still a bit miffed about having to wait two weeks shy of six months for this to happen? You bet!

Was I serious about the impending litagation? Yes, I am an attorney so it wouldn't have taken a lot of effort to start that ball rollong.

Do I think that this entire fiasco could have been handled better from the get-go? Sadly, yes.

Still, its over and done with (he says, optimistically expecting delivery). You guys have finally come through and I salute you for seeing it through to it's (albeit lengthy) conclusion. Good luck to all of us who are now in the final days of all of this.

I'm out of here.

If one is to believe the latest statement (lie/fib/bs) from the May 03 posting of this blog then today, May15th is the day that most of the remainder of the discs should be shipped out to us.

 I'll believe it when I see it and, frankly, I don't currently believe it at all.

The clock is ticking still, Dell. Please take this seriously.

Just to follow-up, I got the email say Vista was shipped on 05/08/07 and the est. delivery date would be 05/10/07.  Well it arrived on 05/11/07, not bad concidering how the rest of this process has went.  But I guess when you are relying on someone other then Dell you can expect things to go much smoother.  So the installation process went pretty good.  The only problem, as I thought it would be was with Creative Meida Source Player and Counsole.  The Creative Media Source Player is a loss for the time being.  After alot od fiddeling around I was able to get access to the Counsole to adjust and change my audio settings and whatnot but have to use Media Player to actually play anything.  All in all this is not to bad because I get to fine tune my audio sound with Media Player after I have eveything set to my liking with the Creative Counsole.  It also seems that the THX adjustments are gone.  My only guess is that Creative is not THX Certified using Vista at this point, something that I hope will change soon.  It also seems that the Catalyst Control Center is no longer a controll center and the abilty to adjust your graphics settings is also gone.  

Maybe these issues could be worked out but at this point I am just exhusted and want to spend as little time talking with the know nothing Dell Customer Srevice folks in India as I have to.  I am sure I can do anything they can without the frustration.  Hopfully Dell will add all the fixes via download to the website later.  

 For now everything runs, looks and sounds as good as it did with XP. 

After waiting several months for my upgrade i finally received it yesterday. However, when I attempted to install it, it did not work. I have gone through the instructions of the Dell Upgrade Assistant DVD and got to entering my Product Key. I entered my key and my cursor changed to an hourglass and the program sat there for three hours and according to the task mgr it was still 'running'. It is almost like when I went to the website to have my upgrade sent to me. For the first few weeks it was as if my key wasn't entered in the dell database. Maybe my key still hasnt been entered.

Does anyone have any ideas to help me?

Hi Dell,

I ordered my Vista upgrade on 23rd January. I am still yet to see my status change from pending. Its a joke, I would not call this a 'Express' upgrade. I think that shipping should be made free as other manufacturers have done. Especially after the wait that we have had to put up with.

I have a MSDN version of Vista that is running just fine on my E521 (dual boot), apart from downloading a new sound driver there was not any problems. All I want now is my own legitimate copy.

Another week gone by and still nothing.

I keep reading on this board how people with similar/identical models to mine are getting theirs but I was #216 out of God-knows-how-many overall and haven't heard a thing.

They keep saying that they'll have them all out by the end of the month and I keep threatening litigation if this is not the case, since as of the end of this month it will have been 6 months since the time that they accepted the funds from me.

The clock is still ticking, Dell.

Seriously?

I can't beleive it, I got a email from DHL this monring say that Vista upgrade for my E521 has shipped!!  The est. delivery date is 05/10/07. Now to just sit and wait for it to arrive, hopfully on time.  I will get back to you all and let you know how the installation went.

Just a last check back, this time i would like to say something possative.... My Vista upgrade arrived and it is absolutly amazing!

All i needed to do was wait... Just stay patitent and it should come, took mine 3 months to arrive but oh well lol :D

You are going to love it when it arrives!

 Bye direct 2 Dell

Got an email from DHL saying it would be here monday. Got it tuesday.  I am surprised I got it at all.  Good luck everyone.

I'm nauseated after reading this blog.  I have waited forever the the VISTA upgrade, and all it ever says is pending.  (At least I got THAT far!) So, DELL, what are you going to do?  VISTA released 31 January; it's 4 May and I have NOTHING, not even an email.  I'm FED UP.

Any suggestions?

I'm tired of seeing PENDING in the order field.  Can you get this for me before Christmas?  (Pardon the sacasm; I'd like to have it ASAP)  Here are the details, though I think this will be shuffled around Dell for weeks for an answer:

  Order Summary

 Order Number: V21858*** 
 Order Status: In Process
 DHL Tracking Number: 
 Product Description: Windows Vista Business-English 
 Product Price:  $ 0.00 
 *Estimated Sales Tax, if applicable:  $ 0.64 
 Shipping & Handling:  $ 10.00 

 Order Total:  $ 10.64 

*Sales Tax applies to US sales only and will be charged using rates in effect at time of shipment. Customers eligible for a sales tax exemption must read and follow instructions on FAQs page.
 

 Payment Information 
 Payment Type: Visa 
 Credit Card Number: **** **** **** 3067 
 Credit Card Expiration: 06/09   
    

And worse?  Now my machine, Precision M90 is NOT on the list of eligible machines - unless I move to Malasia, Australia, or some other overseas location.

I think I'm done with DELL.  Forever.  Machines abound in stores with all kinds of upgrades already installed -- HP, TOSHIBA, etc.  What's wrong with DELL?
 

OK, so now it's May, roughly five months since my order (#216) was placed (11-29-2006) and still nothing.

Surprised, anyone? Not me.

But, hey! According to the latest Dell updates, at least we all can sleep soundly knowing that we can now read the month-old excuses in Spanish from now on.

How wonderful to see what you're spending your time on, Dell. The clock is ticking!

Dell folks:

      I, along with many, many unhappy people have had a very bad experience with this Dell upgrade.  This is not going to help Dell gain back it's number one pc manufacturer in world.

     It has been mentioned above that the E521 was having delays.  How about the E520 ?    

    I would think Dell would have information readily available rather than getting the run-a-round we get when call and talk to someone in the so called upgrade group.  I am not going to comment on the language problem...it has been bad for a long time. 

                                    mike

I ordered two C521's in November, filed for the upgrade on February 14th.  When I check the status of the upgrade it says "In Process".

Any guess on when these will be shipped?

I got an email on March 30th saying my Vista upgrade order had shipped. It is now May and I haven't seen anything. There are a few things wrong here:

- My credit card has been charged

- The tracking number sent to me does not exist

- When I emailed support, they asked for information listed with my upgrade order. Why do I need to send them the information I have already entered? A spammer could definitely use this info to change my order. I did not give the information. It looks very unprofessional.

OK Lionel,  I have seen several post concerning E521 owners.  None of which seem to have received their upgrades, me being one.  Has Dell instructed you to not answer these types of postings ?  Is that only answer you are premitted to give, I'll have somone with customer service contact you'', ? I guess you are just another typical Dell employee (drone) with no real concern for your customers.  How do you guys sleep at night?  To be honest I think this sight would be better without you or any other Dell people monitoring it.  Just let us vent our frustratons without the expectation that one of you fools might actully do or say something useful. 

Bought my E521 in November, applied the first day the site was availiable for UK (European) users, still nothing... No emails from Dell apologising or explaining the problem, keep getting told on here that it will be another '4-8 weeks'.

This has been going on for months! I am fed up of all of this, people buying from Dell now are getting their Vista immediately, bet if I paid the hundreds for Vista premium on launch day from Dell it would have come in time. Pathetic service.

Our records indicate the entered Certificate of Authenticity has previously been used for upgrade

It is impossible to escalate a customer service problem. I have been so badly treated I'm ready to see if I can get the media involved. 

I no longer feel sorry for Lionel.

I want my bloody product key. No more Dells ever. I have been telling everyone. I think I will start a website called 'I hate Dell'

bet they never post this...

Here is my situation.  I registered for my upgrade the first day I was able to (sometime back in November I think or whenever the site opened).  March finally came around and I got notice my upgrade had shipped.  Yay!  Well, my apartment number wasn't on the shipping label so the package was undeliverable.  It was sent back to Dell.

The next day I got on the phone with Dell and had my address changed so it included by apartment number.  The guy I spoke to said an email would be sent out within the next few days saying that my package had been reshipped.  This never happened.  I don't even know if my address was changed.

 
It is now a month and a half later since I spoke to that guy and still have not received word that my package has reshipped with the correct address on it.  I have sent several emails to Dell but keep getting the same automated response saying thanks for contacting us, we'll get back to you.

Unfortunately, that never happens either.

 
I am going to be at school for only another two weeks and I need to have it changed to my home address but I can't get that to happen it seems.  Does anyone know if there is anyone else I can contact (and that possibly speaks English as their first language) that can handle my matter?

 Thanks!
 

I received my Vista Upgrade on Monday as promised. The upgrade takes at least 2 hrs. to complete. So, for now, I'm a happier camper!  Good luck, folks. I do think that Dell is trying their best to fulfill the Upgrades as promised.

I purchased a Dell E520 computer in January. The order included an Express Upgrade to Windows Vista Home Premium (Item No. 310-8583. I ordered the Upgrade via the Dell Vista Upgrade Web Site and received an Order Number. Unfortunately, the Version of Vista sent to me was the Business Edition, not the Home Premium I was entitled to. I do not want and cannot use the Business edition since it requires a Clean Install, not an Upgrade, from the Windows XP Media Center edition that Dell preinstalled on the computer. After numerous phone calls, I just received notice that another Vista upgrade is on its way to me (Order Number: V2079168). Unfortunately, the notice indicated that the incorrect Business version was being shipped and another $10 charge was being made to my credit card.

PLEASE help me rectify this situation and get me the Home Premium version of Vista that I am entitled to and whose shipping I have already paid for (twice). It is frustrating to wait on the phone for long periods before talking to someone in Asia who only takes my information and forwards it (incorrectly) to someone else to deal with.

HELP!

I am disgusted with Dell.  I registered in early January for the Vista upgrade and my copy still hasn't shipped.  I was told just last week it was "in process" which was a laugh since it's been "in process" since Febrary.  So now I see Dell "hopes" to have these all shipped out by the end of May.  May now?  Is the end of June next?  With Dell's horrible handling of this program one can only expect another delay.  I took a chance buying my Dell computer since I had heard that Dell's customer support had gotten horrible.  After this fiasco with the Vista "Express" upgrade, this for sure is my first and last Dell product.  I'm most upset that Dell has obviously not planned the shipping of the Vista upgrade well at all, and even more upset at the incompetence/poor responses given in the Upgrade Center.  And getting tired of foreign reps obviously reading me a canned response from Dell's data base every time I call.   

I find it interesting that one person above mentions he had bought 30 Optiplex computers and he gets a manager's reply.  Wonderful Dell!  So the rest of us sit here wondering when we'll finally get our promised upgrade.  HORRIBLE customer service!  And my plan had been to buy Optiplex computers to replace all of our office workstations as I am responsible for upgrades.  I definitely will now look elsewhere.  Sorry Dell, but you've lost another customer.  And a fair sized order on computer that I now will not order from Dell.

I received two emails, one from Dell and another from DHL saying that my Vista Upgrade has shipped and will arrive on Monday 4-9-07.  It was shipped from Brooklyn Park, Mn. to N.M.  I had applied for my upgrade on 1-25-07 and had the dreaded Server Error message problem plus someone got my credit card number so I had to go through that whole process also.

Good Luck everyone....there are better days ahead for all .....I hope

"Dell has begun shipping the Windows Vista Upgrade kits based on the order in which redemptions were received. If you purchased an eligible system and validly redeemed your Windows Vista Upgrade during the noted timeframes, you will be notified via email when your Upgrade kit ships. Dell expects that all Windows Vista Upgrade kits under this Program will be shipped worldwide by the end of May."

 END OF MAY NOW??? WHAT A JOKE!

Applied for my upgrade in January thinking I would get it before I relocate in April. Waited ever so patiently. I'm moving to another town, but didn't change my address in case that would've caused any further delay. I've waited 2 months and they can get stuffed if they think I'm waiting another 2. Dell, I'm leaving on the 16th of April, if I don't get something in the mail from you I will be angy. VERY ANGRY.

Mary, start with the second disc, the upgrade assistant. This will evaluate your system and make several updates before using the Windows vista disc.

Ok the deadline has passed to register on the website but I had registered back in Jan for the upgrade. I got an email on Monday 26th March advising that my credit card was not able to be processed and if I’d like to update the information, so I’ve used a different credit card (both of which work and have no problems on other websites, bank says its all fine) and then I received another email on the Saturday 29th advising that this credit card was not processed and to update the details before the 30th. I received the email at roughly 11.20pm at night advising to update the details before the deadline...

if I check the website the status still says 'in progress'... this is a complete joke and im not wasting my money ringing help lines to sit for 20 minutes on hold why should I have to? I did everything like I was told via email and now im still in the dark. Haven't received any emails from Dell or the 3rd party vendor since the one advising my details weren't valid... Why did it take so long and why wait till the very last moment, why did no one contact me on my cell phone or landline they have all my details.. This is just a disgrace and I’ve been ripped off now. I can only assume im going to be stuck now and forced to purchase my own copy of vista but this can't be legal. I wonder how many comments have been blocked on this blog.. Im really finding it difficult to restrain my anger here at Dell. Never again will I purchase anything from them.

After months of trying to get my Vista upgrade, I have been sent two! One upgrade package is the green plastic box you'd find on the shelf at Staples.

The other upgrade is a small kit containing a couple of discs and a small booklet in shrink-wrap.  The booklet is entitled "Dell Systems" "Express Upgrade to Windows Vista".

Anyone have info on which to install, or does it matter?

Thanks,

Mary

OK, it's now April and I haven't received anything yet and I registered on November 29th!!!!!!

Not that I expected to have anything this soon as I reasoned that they wouldn't mass-mail anything until after the "deadline" for registration had passed.

 Still, not an email, not a post card... I'm glad that some of you are receiving the upgrade although, clearly, the "first-come-first-serve" concept of their shipping is not true. 

If this is all an attempt to drive customers away from Dell then they're doing a good job.

A good result, Stokesey? Are you for real? It has been out for months.

I am never buying Dell again. Shame, I was a big fan until this whole shambles.  

Received upgrade on Thursday, surprised I actually got it as my system was from Dell outlet and it said that it didn't qualify!

Good result, thanks Dell.

Service tag problems, 'pending'/'in process' confusion, 'first in, first out' lies, patronising emails, telephone support passing me from one department to another with nobody having a clue what I'm on about, the total inability to change my credit card info etc etc

Dell - this is just one big cluster, isn't it.

Send us all vouchers. Tell us to buy the damn thing and then reimburse the difference. Do something.

Just don't send me another one of your 'thankyou for your interest' emails.

I'm NOT interested any more.

In fact I'm losing the will to live.

Hi, we purchased 30 Optiplex systems on the 15th - now they have arrived the TAG numbers are not being recognised on the Dell site.

 Tech support told me that it may thake up to 28 days for the Tags to register - but with no tag you cant register fro the upgrade.

 There are 2 days to go for registration.

So what now?? Please, someone from Dell answer.

I have been trying to register for the Dell Vista Upgrade for one of my clients that purchased 2 new Dell computers in early February.  The Dellvistaupgrade website accepts the service tag, name and address, credit card number and COA number initially - then, at the end of the registration it tells me the COA has already been used and will not complete.  I have spoken with the useless foreign "customer service" reps several times who keep giving me different stories and promises of "escalation" and getting the "broken database" fixed. 

I finally got my Dell Sales Rep involved and had a conference call with the Dell Vista Upgrade TEAM.  He got the same excuses, lies and ignorance I had experienced.  When he asked for a contact reference (he actually asked the rep to email him the contact information so HE could follow-up) the answer was "I don't have outgoing email and I cannot support that information".

 IS THIS FOR REAL???????

As a consultant that has been recommending, installing and supporting Dell products for the last 9 years, I am appaled by this type of customer disservice.  Is there anything I can do to resolve this problem?  My customer is VERY upset, I am loosing countless (non-billable) hours trying to follow-up for my client and I am disgusted.

Yeah i've checked my vista tag number and it also has changed to 'In progress' so i assume shipping will take place next week at some point but at this stage im beyond caring. I've actually downloaded a copy of vista for a 30 day trial period and have noticed that the drivers supplied by nvidia for the geforce 7900 gs card aren't really the best, the fans on the graphics card are working at full speed so the whole time i've used vista i've had a noisey xps 410 and so reverted back  to xp media center and the graphics card has returned to normal noise levels. I can only hope when i get an 'official' copy of vista that the card doesn't sound like a hover.

Does anyone know when they ship the vista dvd do they include other dvd's for drivers and software or is it just the vista dvd ?

 located in the uk.

I received an email telling me that my upgrade was being shipped yesterday. So I think "in process" is a good thing as mine changed to that just before changing to "shipped".

Just one more stray thought and then I'm gone. Actually more of an observation and a prognostication.

Has anyone noticed the top of this page that reads, "We will process all upgrade requests up to March 31, 2007"?

Well, boys and girls, I wouldn't be at all surprised if the upgrades don't begin shipping one solitary second before that deadline expires.

Call me paranoid, call me jaded and, heck yes, you can even call me cynical. But, the way that I see it, I'm either wrong or I'm right. I'f I'm wrong then I'll be the first to admit it and do so happily, mostly because it will mean that I didn't have to wait until April to receive the upgrade. On the other hand, if I'm right then at least I can say, "you heard it here first, folks."

I also sent my registration in on the first day that it became available and have received nothing yet.

Now, I get that Microsoft hadn't been too open with ANYONE about the inner workings of Vista (not that I can blame them much) but as a result Dell has probably had to wait for Vista's debut before beginning to test Vista upgrades on every single model that they sell, find workarounds and product/driver updates for every hardware and software problem that Vista causes and so forth. Keep in mind also that the average Dell PC usually ships with a lot of programs pre-installed (most of which are questionable useful) and all of those have to be updated too (which they appear to have done as a friend's new Dell purchased last week arove with Vista and all of these new programs in their Vista compliant forms).

Then you have to factor in shipping and packaging and so forth...

It takes time; I get it. But, c'mon Dell!!! It shouldn't be taking this long. If there is a problem beyond what I've mentioned then please just have someone officially announce what the delay is; we'll probably understand. In this case, however, I feel that for them to be saying nothing (and from our perspective, doing nothing) cannot do anything but hurt their rep more so than it already has been.

I just wanted to let people know that i just paid by debit card and received and e-mail saying they will charge £11.00 for shipping and handling.

 Dell Vista Upgrade / Home Premium

This is huge.... (Dell) asking for your credit card details... but guess what, it does not tell you how much will be taken out of your account, is that not illegal? They could take £500 pounds for all they care. I am not about to submit my credit card details to something which does not specify the exact amount that will be taken from my account.

 I love Dell but all i can say is LOL!!!!! This mistake makes Dell look un-professional and Disorganised.

 P.S if you'r going to do something nice then do it right... or don't do it at all, some people even paid and had problems.

Does in process mean it has shipped?

Thanks

This is the first problem I have had with Dell. Why because you produced  good computers and delivered them all on time. I can't remember calling support, if I did It slips my mind completely.

Then the Vista upgrade. Messed up from the beginning, Nothing has been done right. I learned what off shore support was like, the only thing I can say for it, they are polite. But either you have kept them in dark like your customers or they just have been given a script with nothing but apologies. Then they send you to vista upgrade which is another off shore phone like live chat - all polite runarounds, no facts, no one to fix the problems.

Is this what Dell has turned into? Who is mailing my CDs or I hope DVDs? Why didn't they go out the door the first day by the thousands? You had to wait, No explanations to the customer . Who is he? A month after release you still can't tell us when we will get our upgrade.

Will everything go smoothly with this upgrade? Why is that I don't think so. Why is it that I dread to want to call support or chat with them? Why is it I am wondering where I will buy my next computer? Is everyone in Austin happy now that the customer can't get in touch with them? 

Sad!

Please prove it to everyone else here that you are really true to your words. Why is it that I couldnt register or get any vista upgrade when my laptop is E1405 and my order last Jan.9th 2007 is an upgrade to VIsta. Do you want me to mail you or fax you my order slip and how about checking on this red line notification that says: and I didnt even get any previous upgrade yet. Please respond and act now.

Our records indicate the entered Certificate of Authenticity has previously been used for upgrade

Whats happening with Dell Company or there costumer service. Just like everyone else here I am so pissed at the promises that they're giving us 

 " Somebody will call you tomorrow, blah blah blah...and ask for your tel.number and e-mail, and you dont even get any calls or mails from them.This big red letters when you order or fill up the vista upgrade requirements, even if you didn't get any software from them yet, in which I dont remember even redeeming my vista yet, it will always say

Our records indicate the entered Certificate of Authenticity has previously been used for upgrade.

Whats going on!!

I have purchase four computers and one camera from Dell since 1997. The service on the first two computers was good. The moment that someone idiot manager decided to use other country people with hard to understand english, it was downhill from there. I promise never to buy from Dell again. They have earned their bad reputation for service because somebody up the food chain wanted more money in his pocket. Keep the money in the U.S.  There are plenty of companies out there who will  gladly give good service to keep you as a customer.  HP looks real good now. Watch out Dell employees, the unemployment lines are going to get longer in Round Rock/Austin/India.     bye ....bye

My XPS 410's service tag is not accepted.  Please just send me the upgrade without me having to jump through your broken hoops.

 I feel like a pink poodle in a tu-tu.

Dell...get with it.
 

I attempted to order my Vista upgrade on 1-25-07 and when clicking on "complete my order" I got in RED letters the message "Server Error in '/' Application".  I tried about five times with same result. Finally, after resting and trying to relax for about a week. I started the phone process, yes, I was handed off to the next "expert" who would assure me that I would hear within five business days via email or whatever. Well, in a moment of weakness I decided to try ordering the upgrade again (3-12-07) and of course a message says that the COA has already been used. I'm still waiting for the great Donald Dell to come knocking at my door and saying "sorry" for the inconvenience. I believe that it is just a matter of time before Dell will sink so low that it will simply close it's doors and Mr. Dell will simply take his share (like all CEO,s do) and walk away into the sunset.  Such a shame, another US company with a bad rep.

I ordered my upgrade on 5.1.2007. From 6.1.2007 the status is pending.

No reaction after several mails. No reaction on phone calls.

The same happens with MS Office Upgrade via Microsoft Moduslink. I think wether Dell nor Microsoft will deliver. 

Just received this notice from DHL:

DHL EXPRESS SHIPMENT NOTIFICATION

The following 1 piece(s) have been sent by FULFILLMENT CENTER of DELL VISTA via DHL Express on March 09, 2007

Shipment Date:  March 09, 2007

Delivery Date*: March 13, 2007

Weight:         1.0 LBS

Pieces:         1

Service:        2ND Day

Reference:      Vxxxxxxxxxxx

Contents:       Windows Vista Business-English        

I bought my Dell 9200 in December and registered for the upgrade Dec. 21.  My status is still “pending”

You know what would have been easier?

Vouchers. Just send us a voucher and ill walk down to Comet a get one of the shelf.

 My upgrade is still pending...

Dell es muy mal por que ellos no inteligente.  Ellos es muy estupido!!!!!!

The server stinks

I am a very frustrated DELL customer. I purchased a DELL Dimension E520 computer in January 2007, and for over one month I have been trying unsuccessfully to register for my vista upgrade.

Each time that I send my registration to vistaupgrade I get
the message back "Our records indicate the entered Certificate of Authenticity has previously been used for upgrade. If you need assistance please Contact Us."

I have made numerous phone calls to the vistaupgrade 800 number as well as to Customer Care but to this date no one has resolved my problem, nor has anyone called me back as promised repeatedly by the DELL people I have spoken to.

I'm sending this email with the hope that Lionel Menchaca or anyone else at DELL can help me resolve the COA issue so that I may file my vista upgrade registration before the March 31st deadline.

Wow I registered my system on Nov 30 of last year and still "Pending"

To further my anger at dell my system came with "gold" support that I am gently reminded of every time I visit the support site by a nice pop-up. But when I try to register my gold support it says it does not qualify.  

 I emailed support about the problem and of course Omar replies "Please call customer service", Call customer service and Abu asks me 4 times what the problem is and then puts me on hold at least for 5-10 min between each time. After that I get transfered to Harish and and explained the question to him and got told it was a customer service issue not a technical issue, please hold while I transfer you back to Customer Service. Then get Viswanathan who I explain now for the 6th time and get put back on hold.

 
I finally hung up.  I'm not even going to dare to call about this upgrade. I'm sure 1st I wont get someone with decent english, 2nd someone that can do more than read from a screen or cards 3rd god awful fear of listing to that hold music for 30 min.

 
On the phone a total for this problem almost 1:45 and hung up with the same exact info I came in with.. Nothing.

I got my laptop from dell in December 2006, I qualify for a express upgrade but when I do, I get the following error:

 Our records indicate the entered Certificate of Authenticity has previously been used for upgrade

I have tried calling Dell multiple times to no avail. Either I had to wait 5 to 7 days or someone would call me back in 2 days, or I should try to upgrade in 2 days. (I've been calling since the beginning of Feb.07

This is getting so ridiculous, and frustrating. If Dell does not get their out of their rear end, I will change my loyalties to someone else.

Does someone have an idea of what recourse we have, if Dell does not have their crap together by March 31st?

Thank you,

Ana

Here's an update from my Feb 16 posting.

It is now March 5th.  The deadline for signing up for the Vista upgrade is fast approaching.  And STILL I am receiving no help from Dell's employees. 

Reminder of the problem:  When I go to the dellvistaupgrade website and try to enter the service tag of my brand-new, qualifying computer, I am informed that the tag number I entered does not qualify for an upgrade.

The "helpful" FAQ section gives us a toll free phone number to call if we want to sign up for our upgrade by phone instead of by the internet.  What those people tell me is that all they are doing is trying to enter the SAME tag number in the SAME website and getting the SAME error.

They keep telling me they will forward this info to the appropriate department and I'll be able to enter my tag number on the site in 5 to 7 days.

This is ridiculous!

After my umpty-umf phone call to one of the many dell numbers yesterday, I am told that I will receive a call tomorrow.

I'll believe it if it happens.  But not before.

I've been a big fan of Dell's products over the last several but very disappointed with the way they're handling the Vista upgrade program. 

I just don't understand why they're able to deliver new pc's with the operating system installed and can't and/or won't send out the media kit to upgrade they pc's they already sold pre-xmas to those of us that were promised the upgrade in a timely manner. 

Please get your act together otherwise my next pc purchase which happens to be about every 2 to 2.5 years is going to be an HP next time.  I'll take my money some place else and develop a new brand loyality towards another company that delivers on a promotional promise.

I purchased an Inspiron 6400 in January 2007, on 3/2 I received an email from Dell stating the following:

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

The Microsoft Windows Vista Software Kits orders are shipping in the order that they were received, and we expect to ship all of the pre-ordered Vista Upgrade units within 4-6 weeks.

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

Responding to Rich:

Because I got the Premium with an upgrade for Media Center Edition, only pay for the S/H of $10 plus taxes.

I applied right when the site opened, and my card has been charged, but not have recieved a tracking number or anything.

ABOUT DAMN TIME, BUT NO TRACKING NUMBER. 

Order Summary

My status is still pending. The only reason I bought my Dell Inspiron 6400 (1501) in 2006, is to be able to roll back to XP in case Vista is bad.However, never tought it would be so long to get my Vista. But, I do sleep. I'll be patient and trust the comitment of Dell to provide me with the upgrade. But still a litlle frustrated to see all the advertising about Vista.

 David

I purchased an E521 desktop computer in Jan 1, 2007 online and it is qualified for Dell's Windows Vista upgrade program.  However, I was not able to register for an upgrade request via www.dellvistaupgrade.com because the system showed that my service tag was not qualified.  Therefore, I called Dell's customer support phone few times to for assistance.  In the first couple calls, the CSR told me that the head department needs time to input my service tag into the system and requested me to try 7 business days after.

I keep trying until Feb 19.  I called to the support phone again and this time I requested to talk to a CSR manager, Lara, for assistance.  In the call, I clearly remember she promised me that the problem would be resolved in 7 business days (again!) and asked me to try later.  However, on Feb 28, the problem still existed.  Since the problem has not been solved for 2 months already, I called Lara again and I asked her couple times if she (on behalf of Dell) could promise me the problem could be resolved by the deadline (31Mar07).  She became very rude to me and she said she could not promise anything and the only thing she could do was to send an email to the head department.  I understood her situation and I asked her to claim down.  Since she was not able to commit anything and therefore I requested to talk to someone else who can take this responsibility.  Unfortunately, she became even more uncontrollable, continued to be rude to me and shouted on me that this was the only thing they could do and no more assistance could be provided.  When I requested her manager name, her last name or any other channels to complain her attitude, she refused to give any information.

I was very disappointed that, as a customer, I was not respected and could not get any commitment from Dell.  I also cannot believe such a big company would allow this un-professional CSR manager to continue to server customers.  I have been told and read from internet that the customer service provided by Dell is really bad.  Now I totally agree with it.

I also agree with what Javid said on March 1, 2007 at 5:47pm that Dell just want to push out PCs without considering if they could handle the high volume of upgrade requests from customers.  No planning, communication and poor management!

I can not do any Upgrade for my E520 System which i bought at 17.01.07.
I allways get the error:

Our records indicate the entered Certificate of Authenticity has previously been used for upgrade

but i have never done bevor the upgrade.
I have also called the Hotline about six time (Hotline for Austria) but without any success.

Can anyone say me now - HOW DO I GET MY VISTA!!??

 Harry

I have now tried three times to register for my Vista upgrade and each time I was told the registration went wrong and I needed to reapply in 5-7 days. 

I'm now 3 weeks into trying to register and still no further along.

If anyone has had a similar experience and has found a solution please comment. 

I purchased 2 computers in December, 2 days ago I checked my credit card statement online and found 2 charges from: “ZOMAX DELL VISTA UPG” for $10.80 each.  When I checked my Vista Express status online it still says pending.  Also I have not received an email saying the vista Upgrades have shipped.  I Googled Zomax and found this site:  http://www.inoveris.com/

So it appears Dell is using Zomax to duplicate and ship the Vista upgrades.  I've now been charged, when my disks will arrive who knows, but I will update this blog when they arrive and again after I attempt the upgrade.  Good luck all!

Can you, please, give official clarification about list of eligible systems?

I bought Dell Latitude Laptop D420 from Dell Outlet - and now they are saying that since I ordered it refurbished - it's NOT ELIGIBLE!

Not a word about this in Vista Upgrade Eligibility Terms!

PLEASE, CLARIFY.

My Vista upgrade arrived today.  Although, my order status still shows pending and I didn't receive an email that the order had been shipped until today.

I made the order the first day that the Dell Vista upgrade site was available.  Now we'll see how the actual upgrade goes.

/crossfingers 

I bought Vista Ultimate for an other machine in the office. Believe me YOU DO NOT WANT VISTA YET!!

The print spooler crashes all the time. 

http://forums.microsoft.com/TechNet/ShowPost.aspx?PageIndex=2&SiteID=17&PostID=1253331&PageID=1

Seems to be an issue for a lot of people no matter what printer they have.

I used the Samsung Vista Drivers for my printer.

The longer Dell take to deliver the happier you will be when you get it and do the updates.

To DAVE who said he got an email saying he is getting his upgrade and said “quite your complaining”  I say Dave don’t be so patronizing many of us are very frustrated even trying to register for it till this day.  Just because you “got an email” doesn’t make us feel any better.

I've posted previously on this site requesting information if anyone else in the UK had received their vista upgrade yet and just wanted to enquiry a little further. I've been able to register and have a code that I’ve checked and received the "pending" status but as I registered on 22nd Jan and still not received my copy of Vista yet im getting a little frustrated. I've contact Dell via email and been advised to contact a 3rd party vendor called Zomax on telephone number: 0808 2348397. I haven't had a chance yet today to give them a call as I have work commitments and can't stay home talking to support lines or customer services as from my own personal experiences they tend to pass you from one dept to another dept. I'm just curious if anyone else has been given this contact number and told to ring them instead of trying to enquiry at Dell. I understand the 3rd party is shipping the software but this is the first time I’ve been informed of this officially from Dell and it was at my own request that I got some information instead of a polite email informing me to contact them in the first place. Has anyone else rung this number and received any information as to a shipping date or is this just another dead end.

I just feel disappointed that this is the first time I’ve been given this number and told to contact a 3rd party vendor. If I had of known in the first place to contact this vendor directly I would have done so at the lunch of Vista instead of wasting almost a month now and I know the delay cannot be attributed to drivers now as the same computer I purchased in Dec 06 is now being shipped with Vista pre-loaded so the drivers are available.

I purchased a desktop computer Dec 30, 2006 and have been trying to request for Window Vista upgrade through www.dellvistaupgrade.com since than and it always complaint my service tag not valid.  I called to customer service representatives more than 4 times and all of them confirmed my PC is eligible for the upgrade but they said they could not do anything.

It is really disappointing experience and I shall never go for dell.

On February 26th, I received a mail from Dell that my Vista has just shipped using DHL 2nd day (tracking # provided).

I purchased the computer directly from Dell on 3nd of Nocember and did the upgrade thing on 29th of November. I can assume that this Vista DVD's will be shipped first-come first-serve basis.

 Will be updated this post once I receive the DVD pack...

Just for everyones information.  I received an email today stating that my Windows Vista Upgrade had shipped, and would be sent via 2 day air.  I should be receiving it by the 28th of February.  This means that everyone can quit there complaining.

Dave 

A Satisfied Customer 

Yeah, good luck if you have the audacity to move after you've registered on the upgrade site.  No place on the webpage to change your address. 

So what do I do?  Call their number and speak to a customer service representative.  This should be simple, right?  After 10 minutes someone answers.  This person barely speaks English. 

Is there anywhere online I can change my shipping address?

No sir, I'll do it, I'm told.

So, I find myself very very slowly spelling out each letter in my new address, even words like "north" and "avenue."

It takes about three tries, a spelling lesson, and 20 minutes, and finally the guy reads back my address correctly.  Could've done it online in 20 seconds.

Next day I log back into the vista upgrade site.  My shipping address remains unchanged from before.

So I send an email with my new shipping address.  10 days later and no confirmation.  Log back in, my shipping address remains unchanged.

Not only do I have to rely on Dell to ship the darn thing, now I have to rely on the U.S. postal service to re-route it correctly. 

Ahhhh.......outsourcing.

After reading through this site and a few others, I have heard multiple dates on shipping. Any current updates as to when it will be shipped?

Customer from Quebec, Canada here.

 Ordered and receive my Inspiron 6400 wich is same as 1501 in the USA, in October 2006. Here, we have been able to fill the internet Vista upgrade form only in late december, while it was available much more earlier in USA. Dont really know why, cause we are not thousand of miles away from USA, go figure.

Know my Vista order is still pending. When will I be able to get it? Late March, April?

I would like to know what is going on with the upgrade program.

 David from Quebec, Canada

Anyone else having this problem? 

Twice now we have tried to process our Vista upgrade redemption on line.  Each time it did not go through, called the 800 #,  and were  told that we needed to wait 5 to 7 days and then to  try again.

Any suggestions to get around this snafu?

Thanks,

Mary 

Just letting you know that my credit card was just hit for the $10 shipping charge. It looks like it's finally shipping. This was supposed to be 8-10 weeks after Vista's launch as I remember. I will update this blog when tracking is provided.

As a side note, I purchased late October '06 when the program started. My experience with dellvistaupgrade.com was not a problem.

A few posts above this one Kevin Chen said at one point during his conversation with Dell's poor excuse for tech support, he had a Dell representative tell him "One Dell person said the upgrade version of Vista is not even out in the market."

I think Dell should at least have the decency to give their own 3rd world phone support techs some computers so they can look at Dell's website to see what they sell. Then again, maybe they do have computers but they are Dell computers and they are having problems with them and waiting for someone from tech support to call them back.

As far as the guy saying the upgrade isn't out yet, follow the links below.(Notice the "Usually Ships: Within 24 Hours ")

http://accessories.dell.com/sna/productdetail.aspx?c=us&l=en&s=dhs&cs=19&sku=A0760936

http://accessories.dell.com/sna/productdetail.aspx?c=us&l=en&s=dhs&cs=19&sku=A0760941

http://accessories.dell.com/sna/productdetail.aspx?c=us&l=en&s=dhs&cs=19&sku=A0760953

http://accessories.dell.com/sna/productdetail.aspx?c=us&l=en&s=dhs&cs=19&sku=A0918335

I guess the upgrade isn't out for those of us that have already paid for it.

Hey dell, give us an update!!!!!!!!!!

It's been 5 WEEKS, my vista upgrade status still showing "PENDING".

Before I can get this status, I've spent 1 or 2 weeks with the customer service that "HELPED" me so much by telling "we will contact you within 3-4 business days" but I never got any call.

Finally I got through the dellvistastupidupgrade website. And now still have to wait until my upgrade status get approved, and then wait till they ship the upgrade with the "human walking courier". Hmm... maybe if I get lucky, I'll get the update next year..

I've been purchasing from Dell for the past 3 years. And this Inspiron 1501 will be my last one. 

LAME CUSTOMER SERVICE!. DO NOT BUY FROM DELL! 

I tried to register for the vistaupgrade on 1/1/2007 and received some HTTP token error at their website when I hit the submit button with my credit card info.  I have been trying to resubmit my information but it keeps on saying "COA has previously been used...".  I try to check my status but it cannot find the record.

 I've called the dellvista number every week since them.  Some of the people are hard to understand (with heavy accents).  They keep on apologizing and keep on saying that the escalation team will take care of it in 5 - 10 days.  It's been 3 weeks and I haven't received a single phone call or email giving me an update.  Also, they say they can't give me a trouble ticket # so I can't even track this problem.  I even sent email to  Americaengligh@d1.dellvistaupgrade.com mentioned on their website a week ago.  I didn't even get an automated message acknowledging receipt of my inquiry.  This really sours my view of Dell as well.  And since I also am involved in my profession of purchasing hundreds of PC's at work, it will probably bias my view towards Dell in the workplace. 

Dell's support is so poor.  They even made excuses to say that Microsoft's delay in Vista is causing the problems with their web site and the delay in their release.  One Dell person said the upgrade version of Vista is not even out in the market, but I quickly checked Amazon while I was on the phone and saw it was completely untrue.  Being honest and just admitting internal problems and giving some feedback is better than no feedback and misrepresenting the facts.
 

Agree with previous post....last Dell that will ever be ordered in my family.  Shouldn't be offerings services that you can't back up....and the only thing I keep encountering with the customer service when I inquire about the Vista problem is a salesman trying to pitch me another sale.  Like I'm going to give them another penny for an extended warranty when you can't even get anyone on the phone or email to answer a simple question...let alone get another computer!

I just went to the upgrade site to change my credit card info. (I can't believe it worked) As I scrolled down to the area that you enter the info, I saw this:

Cancel Order

If you cancel your order, you will no longer be eligible for the Express Upgrade to Windows Vista™. You will not be able to place another order for the product.

Please check the box below and enter your order number to confirm that you would like to cancel your order and end your eligibility for the upgrade.

Please select “Update Your Order” button at the bottom of the page to complete your order cancellation.

Well it was painfully slow but the site worked for me. However over 21 days later and no Vista Upgrade DVD. LOL

............ maybe it didn't work. Or the whole world wants vista, has a Dell PC and there is only one spotty teenager in the warehouse. ROFLMFAO

I gather Mr Dell is back running Dell again. :O) Might sound silly but I'm pleased my company isn't so  big.

I think we should all sack off Vista and get a Mac anyway. :)

 

Folks, don’t expect to see the EXPRESS upgrade till early April.  And even then they are going to stagger the shipments so there meager technical support staff is not overwhelmed.  Since it’ll be OEM software the support will come from Dell India. Good luck to us all!

I am having the same problem not being able to use my Service tag, when I try to. Would appreciate some help!

I would like to thank the people working this blog as i came on here with my Vista issue.  I received an email two days later asking for my service tag number and they would resolve it.  I provided them with that number as was told that the situation would be taken care of and that i should retry the website in 2 buisness days.  I thought this was going to be the same issue I had been having so was a little skeptical, but i went in today and was able to place my order for the Vista upgrade.  I would just like to say a big THANK YOU to those who helped and to say that this site does work!!!!!!

Hope all of you are as fortunate as I was!!!!

Can someone from Dell please respond to everyone and let us know what is going on. At the very least please set our expectations correctly. When should we expect to receive our upgrades. Customer Service is suppossed to be the bedrock of this company. This is a huge issue and something that needs to be fixed. Get creative guys.

 Awaiting an answer...Dell Customer in Austin, TX

I purchased a dimention 9200 12-30-06 and have tryed and tryed to no avail to recieve free vista upgrade with hours on the phone with dell techs and being refered by them to the bogus numbers of people you cannot understand and or a recording that takes you through different steps only to be hung up on.I will never by dell again and will tell everyone about this scam.Dell is pulling the old bait and switch but there is no switch,you get nothing and march 30th is fast approaching.Dell knows that by making it impossible to claim what you have coming to will save them millions.

signed never trust dell again 

Betty, you are certainly not the only one getting the run around from Dell on this Vista thing.  I own an engineering company and we have been buying our computer systems from Dell for the last couple of years.  I bought a computer for my home, so this windows Vista upgrade is my first personal contact with Dell.  I am very unimpressed, to say the least. 

Each time I contact someone at Dell, I'm told I will receive a confirming email and that I will be able to redeem my upgrade through the website within a specified number of days.  I have also sent quite a few emails to customer service.  I only received ONE confirming email so far.  I've tried getting some answers through the online chat as well.  (Twice.)

 I am not currently a Dell fan.

I finally figured out the delay to start shipping the upgrade disks and and the 6-8 weeks shipping time. To give the highest level of customer care Microsoft will send the upgrade disks to a human courier who will be walking across the state lines to hand deliver the "express" upgrade to the computer manufacturers. That explains why it takes Dell weeks after Vista launch to get the upgrade disks.

Not wanting to offer any lower level of customer service than Microsoft, Dell will make a copy of the CD and have it hand delivered by a walking courier. That explains why it takes 6-8 weeks shipping time.

The end result of this great customer service is that customers will get upgrade disks 2-3 months after Vista launch.

Yeah, that's it.

P.S.: Between Microsoft/Dell, customers should be allowed to download Vista on the internet and waive he shipment charges. This is the "minimum" these companies should do if they care for the customer.

The Dell Corp. is going through some major revisions in their business structure, give them a break. They are trying to correct the many defeciencies in the company that have occurred over the last 18 months. The CEO was fired several weeks ago. After all of these major changes, I'm sure they are trying their hardest to get this upgrade delivered to us.

Why is the upgrade sevice taking so long.

Vista was release on Jan 30th so why is shipping starting at the end of Feb?

Why is it going to take 4-6 weeks once shipping has started? 4-6 weeks must be the worst delivery time in history.

I would like to point out that I ordered a high spec laptop over Christmas from Dell and that only took 8 days.

I honestly can not understand the delay I have paid for P&P so the delay should not be to save P&P costs and there does not appear to be a shortage from what i can see in the shops.

While people are on the subject of mind-numbingly stupid support staff, get this.  I've emailed support twice since I have had my new system (not long).  Once about the vista upgrade, which I'm yet to recieve a reply on and once about a problem with my TV tuner card.

The email I sent about my TV tuner card comes back with a reply about something completely different (some other guys faulty speaker system).  After getting the run-around for ages and 2-3 emails later, I send them one back saying I managed to fix it myself and the useless turd says "I'm glad I could be of service to you".  Yeah right pal.

I'm still trying to get my vista upgrade. I ordered my computer on January 1st and got it on the 5th. I go to the dellvistaupgrade site, type in my tag number and it says im not eligible for the upgrade, which is wrong. Everytime I call I seem to be getting the run around. Maybe i will be able to get the dellvistaupgrade site to accept my tag number before March 31st.

The site is down, this is horrible, it’s like trying to get a rebate from a company that doesn’t want you to have it.  So they make it as hard as possible to deter people from actually getting the rebate, there by saving money.

I was told by Lionel Menchaca, Digital Media Manager (via Omar Gallaga's online blog) to contact you guys regarding an issue I'm having with getting the free Vista upgrade.

 Please see my situation by reading the blog at:

 http://www.austin360.com/blogs/content/shared-gen/blogs/austin/digitalsavant/entries/2007/02/12/we_dont_hate_de.html#postcomment

Thanks,

 Brad Vance 

CONTINUED...... my problem .... service tag not eligible on dellvistaupgrade web site

Feb 14,2007 ..... was able to reach someone at 1-866-634-7426.  I gave them my order date, order #, service tag, and CAO #.  The person I talked with could only send my issue to the "escalation team".  The "esclation team" will e-mail me when the problem is fixed.  THEN I guess I can try to order the software thru the dellvistaupdate.com site. 

BOTTOM LINE ......... I'm STILL nowhere and STILL waiting to place an order for VISTA  

1.  I ordered a XPS 410 with Windows XP Media Center on Dec 31,2006. It was delivered within a few days.  Great!!!

2.  Feb 9, 2007 I tried to use the DELLVISTAUPGRADE site to order the Dell Vista Upgrade.  My service tag was not eligible.  The site told me to contact Customer Service which I did with an E-Mail.

3.  Feb 10, 2007 I read an automated reply from Dell telling me I needed to call 1-866-634-7425.  I did for around an hour getting only a bussy signal.

4.  Feb 10, 2007 I called Dell's technical support number and someone answered .... after being told several times I should not have called the technical help number ....... I was given another number to call for my vista problem ...... 1-866-634-7426 which answered with a recorded message telling me that help was available only Monday thru Friday 8-5. Of course it was Saturday.  

5.  Feb 12, 2007 I called the 1-866-634-7426 number and someone answered after I listened to several minutes of ring phone.  The enterview did not last long since I was at work and did not have the COA number with me.  My bad ..... silly me ..... I thought they would just activate my service tag number for the upgrade.

6.  Feb 13, 2007 COA number in hand I called 1-866-634-7426 again.  I called four times.  Each call was answered quickly only to discover that the person on the other end of the line could not hear me.

7.  I can hardly wait to find out what antic Dell has in store for me next.

Dell, come on, get us the Vista Upgrade, I will never use your company again, just as the many who have blogged on this site.  I would rather buy an off-brand than your poor service with Vista and other things, such as the sound on my DVD software.  I'm thinking about using Hewlett-Packard* or even Gateway*.  I might consider an Acer*, before I ever buy a Dell again.  When are we going to get the upgrade or will we ever, or are you just going to ignore my blog just as you have ignored everyone elses.  We need an answer, people are depending on this upgrade.

* Denotes better than Dell

This is pitiful, March - April to get the "Un-Express" upgrade. I purchased XP professional in hope that the business version of vista would ship when it was released (In december). I don't even waste my time calling because it will do nothing by send my blood pressure through the roof. I submitted for my "Free" upgrade On november 30th and still pending.

The only reason I got this laptop is becuase of the corporate discount I get, but I see now why the new desktop sitting on my desk at work says HP instead of dell.
 

When I ordered my laptop over the phone I wasn't told that there would be a $24 shipping and handling charge. There's no way it could cost $24 to ship a package this size to Canada.... It's 2 discs (OS and drivers)! What a joke!

Lionel Menchaca, Digital Media Manager asked David “are you okay in terms of the Vista upgrade?

Talk about clueless!!!

Lionel, NON OF US ARE OKAY IN TERMS OF THE VISTA UPGRADE Least of all David! Are you kidding asking a question like that???

Craig asked "I'd like to know how many people here will be avoiding Dell in the future thanks to this laughably bad after-sales service?"

Well Craig I've been buying computers for my business for nearly 20 years...  They have lost my loyalty!

wow, now that i have added this other bad comment they finally added the edit botton on the site. finally coulndt theyve taken any longer,lol

If Dell had made it clear BEFORE I purchased my system that the upgrade was going to take this long I would have thought twice about it.  Clearly it was a selling point they were never prepared to deliver on.  They can publish the details about the offer on almost every page on the entire website yet they can't even make ONE official announcement about the delay.

I'd like to know how many people here will be avoiding Dell in the future thanks to this laughably bad after-sales service.  The whole point of after sales service is that it's in both parties interest.  The customers get the support they need and Dell get customer loyalty and reputation.  If anyone is seriously considering dealing with Dell after this, they'll never learn that they just can't fob you off the second your cheque clears.

Finally the Dell Upgrade site recognizes my Service Tag but guess what?  Now the site tells me that my COA has already been used.  This absolutly ridiculous and extremely frustrating. 

To Jackie a Dell customer advocate:

Thanks Jackie... thanks alot ... I feel so much better now. NOT

I have been trying to get my problem resolved all week, and have even exchanged emails with the folks monitoring this blog but nothing has been done to fix my problem.  I still need to change the credit card used with my initial order, and have been promised calls back but have not received anything.  My favorite today is when I spoke to someone named "Dan" who told me that programmers were working to fix the dellvistaupgrade.com page within 2 hours so I could login and change my credit card for my order.  It's been 4 hours since I talked to him, and the page STILL hasn't changed.  I wonder if he was just trying to get me off the phone or what. 

The 3 emails I've responded to for the Dell people monitoring this blog have promised to call me, but I have yet to hear anything.  What gives?  Does Dell only cater to the big companies but the little guys don't matter?

I ordered a Dell PC with express vista upgrade in the UK in mid January and recieved the computer in late January .

I then attempted to place my order for the Vista upgrade on 31st January as advised but the site was down for a few days. Eventually I managed to placed the order on the 2nd of February and received an e-mail 2 days later stating that the registration on my order will be reviewed. On checking my order staus on the dellvistaupgrade site it states that the order is Pending. However it seems that the order form did not accept my full address. It only took the house number but not the flat/appartment number.

 I called Dell on 0808 234 8937 and spoke to an advisor who didn't even take my order number but just told me that all orders will be Pending until they are shipped which will begin at the end of February and could take 6-8 weeks.

 I then told her about the address issue and she said that there will be functionality to change order details including address on the upgrade website from Monday 11th February. Can anyone tell me if there is any truth in this or advise me how to get my flat/appartment number added to the shipping and billing address details on my order.

Has anyone else had these problems with getting their proper address accepted on the order form?

 I am extremely unimpressed my the whole process am doubtful that I would ever use Dell again in the future.

why cannot dell simply issue a product key for the version we are entitled to - the iso is downloadable in a 1001 places

that way it would be easy 

Called Dell 4 times on the 1-800 number to edit credit card.

They keep changing the date I can on the update site.

Still no edit link.

Not happy.

Nic, I agree with you that it is rediculous that Dell cannot ship the Vista upgrade disks to everyone that is entitled to them sooner than the end of February.

However, as much as I hate to say it, in Dell's defense, the reason they can install Vista on new machines so fast is because as you noted they do get an .ISO file. What they do with that .ISO file is they convert it to a disk image and then do a network install to several units at one time. That is why when you get a new computer, it always has to run a setup the first time you turn it on. In reality, that setup is the finalization of the windows installation.

I my opinion, the best thing that Dell can do right now would be to put out a big notice on their website explaining what the holdup is with the Vista upgrade. People are not as likely to get mad if you keep them updated and well informed with what is going on.

It is a shame though that Hp customers are aready receiving their upgrades and Dell customers like us have to wait.

Lionel, you addressed Will's concern's but not mine.  It seems as though the system accepted my request on November 29, 2006.  Nowhere on this forum is it explained why Dell can ship a computer in three days, but a pre-packaged software takes FOUR MONTHS.

UNDERSTAND SOMETHING. UPGRADE CUSTOMERS ARE TREATED THIS WAY BECAUSE DELL ALREADY HAS OUR BUSINESS - OUR MONEY IS ALREADY IN THEIR POCKETS.  NEW CUSTOMERS ARE GETTING VISTA PRE-LOADED ON THEIR PCS INSTANTLY.  WHY SHOULD WE WAIT LONGER IF WE PURCHASED PCS MONTHES BEFOREE THEM?

Got a reply back from Jackie a Dell Customer Advocate: “"Express" is not meant to be a timeframe of when you will get the upgrade; however, it is the type of upgrade you will get.” 

While I appreciate the quick response it doesn’t address the fact we feel Dell has let us down. The fact is if I bought a Dell today I would have a Vista computer long before I would have received the upgrade for my December purchase. 

Dell should have disclosed the time frame involved in the upgrade program.  I’m sure like me many of us feel we have been intentionally deceived.  

Unless Dell offers some jester of goodwill I'm sorry to say they have lost my loyalty.

i got everytime the same error, after i post every data to the dellvistaupgrade site:

Dell recommends Windows VistaTM Order Status--> FAQ-->

Wir können die angegebenen Informationen leider nicht überprüfen.  Überprüfen Sie Ihr Echtheitszertifikat, Ihre Dell-Bestellnummer und Service-Tag-Nummer und/oder Workstation-Modellnummer, und versuchen Sie es zu einem späteren Zeitpunkt noch einmal. Wenn Sie der Meinung sind, diese Nachricht aus Versehen erhalten zu haben, wählen Sie unter www.dell.com das für Ihr Land geltende Dell Customer Care Center

Has anyone noticed that they pulled expected ship dates off of their www.dellvistaupgrade.com FAQ?

I'm guessing they were getting many complaints about that. Pulling it off doesn't make it any better though.

Most of the time large computer companies will recieve an .ISO file from a company like Microsoft, and then a certain amount of licenses which they can use to make their own copies. Either way, I would think with the amount of people that filled out for their copy before the release that they could secure enough to ship them on Jan.30th.

Tell you what, I'll stop complaining about it if Dell can answer one simple question for me: How is it that Dell can get Vista onto a computer that they would build today and ship it faster than they can just ship a Vista disc?

That's the only question I care about. If you have a copy to put on a new computer, why don't you have a copy to ship to us? I know Dell needs to make money, so they're not going to wait and quit making computers, but this is getting rediculous.

I am thoroughly disgusted with Dell.  Bait and switch with lying or misinformed sales reps.  I bought an Inspiron 1705 laptop by phone order from Matt (sales) at Dell, and he assured me that the Vista upgrade was included.  I thought so too, since I fit the stated policy which Dell themselves emailed to me several times.  Which is:

Eligibility Requirements for Vista Upgrade

In order to be eligible for this program, you must have ordered an eligible Windows Vista Capable¹ computer from Dell between October 26th, 2006 and March 15, 2007 with Genuine Windows® XP Home Edition, Genuine Windows XP Media Center Edition 2005 or Genuine Windows XP Professional pre-installed.

This is exactly what I ordered and I am qualified in every way, except NOW they tell me that "if it's not on your invoice, you are NOT qualified."  The reason I am angry about this is that NO ONE ever mentioned anything about it having to be on the invoice until AFTER I paid my money and AFTER I tried to get the free upgrade.

This is a classic example of a corporation who deceives their customers, whether due to incompetence on simply contempt for the truth I don't know.  I am thoroughly disgusted.  And for those at Dell who say "it's our policy," I defy any one of you to show me a Web page with the policy INCLUDING A STATEMENT ABOUT "IT MUST BE ON THE INVOICE" which was published on the Web prior to Dec. 14 2006, the date I placed my phone order.

The 866-634-7426 goes to nothing, no IVR or voice when you call.  So I sit on hold for about 12 minutes and then it hangs up.  My issue is the credit card I used when I ordered my PC had to be cancelled due to fraud, so when they go to ship me the order the shipping charge of $10.73 won't go through.  I've already talked to someone Monday and she and a mgr are supposedly trying to resolve the problem for me.  So the rep called me back last night at 6:15pm CST and asked me "has your issue been resolved?"  i said "no...you were supposed to be handling it for me?!?!?"  I also tried talking online via web chat to a rep who was totally useless about helping me get this resolved.

I've always thought highly of Dell products and their service, but this experience is definitely changing that opinion.  Come on, Dell...you can't say you didn't anticipate the influx of customers wanting Vista.  I'm sure this blog is mostly techie types like myself who have waited and waited for Vista, and based on what i'm reading here and the problem i'm going to have, I'll expect to see my software sometime in the summer.  Geez...

Billy

Is there someplace online to check the status of the upgrade orders?

 James

It's unfortunate that they can't post any relavent information about the shipments or the reason for the delays.  Poor Lionel seems to be the only person working this site and I'm sure he doesn't have all the answers.  With all that's going on around Dell right now you'd think they'd be concerned about all of their customers, not just those buying systems with Vista preinstalled!

 James

Can anyone tell me exactly what the shipping/handling cost is for U.S. delivery?  I've never seen an order page that doesn't reveal the cost before you put your credit card info in.  I can only imagine seeing a $159 charge for this "free" upgrade - and of course, no returns!!  Thanks for the info.

Is EXPRESS meant to be sarcasm?  I ordered a 9200 & 6400 for my business  &  my Vista Upgrade order status for over a month is still PENDING.  They could send a computer in 2 days presumably so you don’t change your mind and cancel but they can’t confirm an Express Upgrade for months.   I am rethinking our future computer buying.

Jackie read my post and is helping me to resolve my issue regarding my service tag!!  I was so upset with Dell and this service tag issue so that I could upgrade to Vista, I am thrilled to know that they really do have people working on this and are trying to resolve it.  To get an email asking to help me just put Dell back in my good graces.  Way to go Jackie!!  Thanks again for your help!

I continue to have problems entering my service code into the vista upgrade site.  So, I called the 866-634-7426 number.  I called between the given hours, and when I finally got thru, all I got was a recording...saying Hi, this is Chris from Dell service, can I have your name please, then thank you for calling Dell, and got hung up on.  How frustrating.  Tried this twice and the same thing happens.  Can someone help??  This is not what I expected from Dell. 

I also expected that "Express" meant quick; not two months. Could someone from Dell address why this entire process is taking so long and why the upgrades did not begin shipping on Jan 30th when the general release was issued? For $24, I would have expected to have it by this week...

I don't understand how Dell could "Begin shipping" the DVD's in late February and then we will recieve them in 4-6 weeks. There is NOTHING that takes 4-6 weeks to deliver. If they began shipping them we should recieve them in 1-6 weeks I would think, depending on when they got around to shipping the one for a specific person. If you were the first person they began shipping to, you should have it within a few business days. If you were the very last, then yes, I could see it taking 6 weeks, since Dell is obviously very unexperienced at shipping discs, but they could easily get out a computer with many discs in the box in less than a week.

The very least (the only thing less would be not getting us our discs) that Dell could do is ship them overnight, instead of the usually 5-7 business day ground. It may cost them more, but it would show the customers that they kind of care.....a little bit, that they said it would be an EXPRESS upgrade, and in reality I may not have vista for over 60 days after it's release. 60 days is completely unacceptable. 60 days is only 10 days less than my entire semester at school, I cannot believe I won't have Vista until next semester when I could literally drive 5 minutes from my house and have it within this very hour.

I could literally start walking, at normal pace, only walking 16 hour days, and make it to Dell Headquarters in Texas from where I live in Colorado, and I would be there and almost all the way back before I got my copy of Vista. Can someone tell me, in full honestly, that this is ok for the customer?

I highly agree with another previous post that Dell should be giving us a refund in the amount of the price of Vista so that we could go purchase it ourselves right away. I'd been checking my order status for days for vista hoping it had shipped before someone said it would be 4-8 weeks from release. Knowing that I would have no purchased my PC from Dell, and if they don't do something soon I likely never will again...

anybody knows how the upgrade works

is it a full vista disc or some sort of upgrade - looking at features i will want the ultimate version if i go to vista finally and my upgrade is premium - but that would be useful to look at for the postage cost

can XP be re-installed if i dont want to stay with vista or is that product key locked out in some way

does it have to be installed over XP - never like that - prefer a clean install

could i run it on another computer as long as i dont run XP that came with my laptop - i have another XP pro that i could install on the laptop

This is the first look I've had at this blog.  Very interesting!  Does anyone from Dell actually read these entries?? 

The posts on the Forum regarding the Vista upgrade have the same complaints as do I. 

Will Dell DO ANYTHING to resolve this issue, ever?????

Just phoned Dell's Vista upgrade line to find the latest dates for pending orders. I was told shipping will begin "late February" and take 4-6 weeks.

Sounds to me like Dell have been completely unprepared for the upgrade. Final release code of Vista has been with OEM's for some time now, and made it to retail shops within a day or two of the release date. So how come they weren't shipping on the release date, and what's all this 4-6 weeks stuff. If they claim to be able to build and test customer's PC's with 7 - 10 days, surely they can parcel and ship Vista DVD's at least that fast ?

Certainly not the no 1 company on this issue. Perhaps returning CEO Michael Dell should make it a priority to fix Dell's appalling outsourced customer service.

The upgrade site worked fine for me, I guess I got lucky, but what bothers me is that fact that it could be up to 2 months before I get my copy.

I understand Dell had to work with Microsoft on this one, but they should've figured something out. They should've anticipated the demand. There are probably many thousands of people out there that bought a Vista upgrade computer that will have to wait 1-2 months, while others could buy the same computer right now from Dell and have their new computer with Vista in only 10-14 days.

It seems to me that Dell is putting more emphasis on selling new computers and caring less about its current customers. I've known a few companies that have been very bad about customer service and spent all of their time trying to get new customers, and it just doesn't work out in the end. If a company takes care of it's patrons, it pays off in the end with repeat business.

I guess I'll ask, is there any chance that Dell will be shipping us our Vista upgrades earliar than March as is stated in the FAQ?

I bought a system in Dec 2006, I have tried to redeem the Express upgrade but it says my service tag is uneligible even though it clearly states on my order. I looked at the top of my machine and have now discovered that the date of manufacture was apparently 12/04/06. I am really angry since I assumed the pc was built for my requirements and not lying on a shelf somewhere! Get a grip Dell and sort this mess out.

Im more concerned that the update expiry date will be past before I get this sorted out.

I absolutely will not purchase another system from Dell again.  I cannot understand any of the representatives and nobody can help me.  They state all of the tags have been fixed.........why is my tag not recgonized???  Why can't anybody help me and why is Dell closing at their regular hours when there is an obvious crisis going on??  Dell will be history soon enough.  Everybody was sent home to save money but their making everybody mad enough to never buy their product again.

I registered for the update last November, and got an email stating my order was confirmed. However, when I go to the order status page it doesnt recoginze my order. I have also tried calling the 800 number, but I cant get thru. Is there any way - phone or internet - to find out what is going on with my order? This whole experience has been very frustrating.

@tony.

S&H / P&P for the UK is £11.00

That's what my invoice says. (which I printed!) They don't charge until shipped (whenever that may be!)

Although in the confirmation email following afterwards, there seemed to be a misalignment as the cost was only £1.00 !!