Direct2Dell

I bought a new computer from dell in december and arterwards found out that most of the things i had connected to my old one wouldn't work with the new one.This is crazy i called the tech support about my mo3 player and they told me they arn't going to make a driver for vista for it.It's to old.I told the lady i spoke to that this is crazy the thing is only 2 years old.She said if i want a mp3 player to work with the new computer i need to buy a new one from them.What a ripoff.I know i'll never buy anything else from dell.All they care about is getting ahold of your money once they have that your treated like more of a inconvince then a customer.

I have a Dell Pocet DJ and just bought a new computer with Windows Vista. How can I find a Vista compatible driver for the DJ?

I just got off the phone with Dell support. I was trying to resolve an issue I originally reported in late May.

 Here's the deal:

• I registered for the upgrade on Dec. 5, 2006
• I received an order number at the time of registration
• My card was charged on March 31, 2007
• I never received an email about the charge or that it was shipped
• I regularly checked back on the site, and found that I had a DHL tracking number
• I checked the tracking number on DHL site, which came up with no results.
  
• I contacted Dell support. They checked on the DHL tracking number, which they said was a bad number and didn't know where it came from. (Sounds a lot like John's post from June 12)
  
• Support said they couldn't address this issue. Gave me a number to call for Vista Upgrade Center.
  
• Tried to call the number several times, but always caught them after hours due to the fact that they were only open M-F and 2 hours ahead.
• Finally got someone on chat again tonight to see what could be done.
• Chat support tells me the best they can do is offer me a $30 credit
• I ask for their supervisor
• Supervisor says the fulfillment center no longer exists and there is no way they can help me - ups the ante by offering a $75 credit, which I find out is not a cash credit, but credit towards the purchase of Windows Vista. The best part of it all is that I have to front the cash for the purchase and then submit the order number to support to receive the credit. Why would I trust them to give me the credit after already eating up my $$ for the cost of shipping?
• Supervisor also said basically that I waited too long to resolve the issue so it was my fault.
  

So now I'm $10 the poorer, and I have no Vista to show for it. I played by the rules and registered well in advance, got my card charged, reported the problem, wasted hours with support and got nothing to show for it.

Lionel, can you provide us with any information as to the estimated delivery date of the 64bit version of vista business?  I ordered the upgrade to go from win xp pro 64 bit  to vista business 64 bit, but I only received the 32 bit version.  When i called customer service, they said Dell was still working out some issues with the 64 bit version, and that was probably around a month ago.  Thanks.

I see that my last comment has not been added.

Dell can't stand crititicism.

 Pathetic!
 

I have now been informed by Dell that the end of June is the new date :(

Can anyone at Dell give a reason for this and tell us what they are going to do if the end of June comes and no upgrade appears?

 This is a pathetic performance from Dell!
 

I am amazed to see that after 2 months, my lost order still hasn't been replaced. Every time I wrote to Vista Upgrade's customer service e-mail, I got a generic response asking for the usual info (name, phone, address, service tag, etc.) And every time I provided it, I got the same canned response.

Two weeks ago, I was frustrated and called the 800 number and spoke with a supervisor. He told me to forward the info to the e-mail address and that it would be taken care of. I asked to confirm that he WILL take care of my issue. Well, nothing has happened.

I would normally ask for a refund, but $10 is nothing. I want my Vista Business upgrade that was promised. Angrily and frustrated, I sent another e-mail to the customer service address provided for the Vista Upgrade program. This would be my final e-mail.

I feel so cheated and ignored.

Resorted to a clean install - absolutely painless, no driver problems and much faster.  I installed on my C Drive and it left my D drive untouched.  Be aware if doing a clean install that while the wizard creates a windows.old directory with user data, it only backs up the documents folders - I had outlook data files in the Application Data folder which it failed to archive (have a manual backup!)

I'm now left with the problem of missing upgrades from the Upgrade assistant, such as Roxio - its being discussed here: http://www.dellcommunity.com/supportforums/board/message?board.id=vista&thread.id=18634&view=by_date_ascending&page=1

How does MS get away with making it so hard to find the shutdown button - have they not heard of global warming?

Best Wishes

Bob

Finally arrived this a.m.  Now my real problems seems to start - 4 attempts later and I keep having to roll back to XP - Heaven help anyone doing this that isnt technical - might have to consider a clean install!

 Bob

See my earlier comment - Movement at last - it seems that "Shipment Information Received" as per DHL has nothing to do with shipping!  It has taken a further 6 days for DHL to collect the package...Maybe I'll get it by the weekend!

Hurrah!

 For those with missing order numbers, you should have received this by email from Dell when you redeemed the offer - it would also have appeared on your screen.  You can get your order number from here: https://www.dellvistaupgrade.com/orderstatus.aspx IF you have your service tag number and the ship-to email address or phone number

My Upgrade (E521) has just arrived in the UK with DHL.

Ok it has been a long wait concidering my mum bought a laptop with it on but in my opinion at least we will have the WORKING drivers as my mum still has some issues with the drivers for the computer.

Anyway should have it tomorrow. Thanks Lionel for doing your best in keeping us informed

Mark

I recently received a letter from Microsoft saying that they were unable to process my Vista upgrade b/c the ORDER # was missing. Can someone tell me where this order # is located?

 Thanks,

Aly

Guess I shouldnt have held my breath! - 6 days later it appears my shipment still hasnt left the depot, and I still havent heard from Dell

http://www.dhl.ie/publish/ie/en/eshipping/track/fast_track.high.html?pageToInclude=RESULTS&AWB=9135337772&type=fasttrack

thanks lionel, my order is now again in process, the only problem is that they kept my old adress. What should i do? Im afraid that if i change my adress again theyll cancel it once more. At my old adress (current one at order status) my mother still lives there, but i now live in a different city and state.

suggestions?

id appreciate if you can answer me or notify me about the answer by email since i dont view this blog so often.

thanks 

daniel 

Well in frustration I emailed dell customer non service and now have been waiting nearly 2 days for some reply from them.I have now been waiting since April 25th for the vista upgrade "investigation" of why I got a tracking number that has never worked,which means that it was never shipped,and have now sent them aprox 10 follow up emails with no answer.I can't actually call because they only take calls during regular business hours even though that would probably be in the middle of the night in whatever faraway land they are located in.My one try at calling resulted in nearly a half hour of frustration and not getting any results because I kept getting off script with my questions such as why was I charged and sent a tracking number that won't work or is the tracking number just wrong or did my upgrade not ship.Dell only makes matters worse by acting like they are not really involved in this.In the end dell is responsible because dell told me I was getting a freeupgrade not the fulfillment center or the outside contracter running it.

Bob,

I got my e-mail Monday (finally) and it said it would ship on the 7th and I should receive on the 9th.  Wife called me at lunch on the 9th to let me know she had the disks but I couldn't have them until the weekend, said something about the yard needs some work first?

Hopefully yours and everyones' will be there soon.

Andy

I've just checked the Dell site and found my order status has changed to "Shipped", it even includes a valid Tracking Number, but on the DHL site it just says "Shipment Information Received" (as of last night, May 9th)

Based on all the other frustrated user experiences out there, can I now afford to "hold my breath" and get the promised delivery in two days?

 (I have an E521, bought late January, upgrade offer imediately redeeemed).  I'm in Ireland only a few miles up the road from where they make these things!

I ordered my Vista upgrade for my XPS410 back in March.  I received shipping information and followed the link and low and behold DHL delivered it to the wrong address.  They attemped to get it back but were unable to do so.  They told me to call Dell to file a claim and order another replacement.

I called Dell and they told me to call the Vista number.  I called the Vista number and was told that it was delivered, yes, but not to my address.  Apparently they are unable to look up the original orders in any type of system because she asked me for the tracking information.

She took the COA number and service tag and told me it would be reshipped.   

I waited.  Over a week had passed without any notification of the shipment.  I called back again.  Went through the same thing, gave them my tracking number, Yes.  DHL did deliver it but not to my house.  Again I gave the information, etc, etc.

Another week.  Same.

I finally did a chat session with Dell and not this group that they have obviously outsourced to.  The rep told me I had to call the Vista people.  I explained that I had several times and they did not seem able to resolve this. The rep and I went back and forth for quite some time and finally I was told that they would send my upgrade.  FINALLY!

I received an email teling me that the order was placed and that I would receive it on May7th.  On May 7th I received a shipping confirmation for a different customer and order, not mine.  I did not receive the Vista upgrade but thought for sure it would be there in the next day or so because that is what I was told.

Last night, May 8th, I received a call from someone at Dell telling me that the order had been canceled.  WHAT?  He explained they were unable to process the request and I needed to contact the Vista group.  I explained that I had several times and had spent several hours holding and talking to reps at the Vista number.  He told me there was nothing he could do I needed to order the replacement from the vista number.

I told him no, he could make sure it was shipped because I already had spent more then enough time trying to resolve this.  He told me he was not able to take care of it that I had to call if I wanted the upgrade.  I asked for a supervisor.  He told me that they would tel me the same thing and I shouldn't bother asking for one.

I told him, infact, I did want to have the call escalated.  Fine he said.

This morning I get a call from the escalated call group.  First thing she explains to me is that the order was delivered.  No, it was deivered to the wrong place.  Then she tells me she will call the Vista number and take care of it for me.  She put me on hold for quite some time, then comes back and says their systems are down so the order cannot be placed. 

She then tells me she would call them and place the order when they are running again.  FIne, I say.  She then aks for my COA number.  I explain that it is with my desktop, which is at home.  She tells me that I need to get it or the order cannot be placed.  I dont carry my desktop with me at all times, so I could not get it for her.  She said she would try and place it without and let me know.

That is where it stands right now. I am waiting for a callback

How can it be this difficult to get the upgrade?  And how can I receive a call telling me it was canceled the day after it was due for shipment?

Where is the award winning customer service every Dell is supposed to have?

This has been the most frustrating service experience I have ever had. 

Well people I finally got my Vista Upgrade today. Was charged 2 days ago on my credit card and it was sent 2nd day by DHL. I am very happy I have finally received it but just wished the communication had been better. This is my first Dell and would hope that it wouldn't be my last, but now I'm not so sure. We'll see........

p.s. I initially purchased my e521 the beginning of December.

soooo, is this basically the strategy of dell & microsoft? cancel my order when i tried to update my ship to adress and then do nothing about it? just send an email saying that something will be done and after a few weeks give no response at all?

 i guess ill have to get an illegal copy of windows vista since the legit one i was promised to have seems long gone with no answer whatsoever.

any answer over there? or are you just going to let through my comment without answering a thing?

im really upset.

daniel 

Ok, here's one for ya's, I purchased 2 Dimension E520 last november as well I purchased the Vista upgrade, and after waiting like everyone else i finally recieved the upgrade in March, unfortunatly, there was no product key included with it, I discovered this after going through the upgrade assistant and getting almost through the upgrade, when i got to the part of entering the key, well, ummmm, there wasn't any to be found, now i havve a computer that continually freezes up, i contacted dell and was told 5 to 10 days,  it's been alot longer than that, just wondering if anybody else has run into this problem ?

Nice to see you guys are taking care of the Vista upgrades.
 
I'm thinking a Ubuntu upgrade program would be good as well for people who wanted it but got Windows instead.

 And even a program to let customers who got Vista but wanted XP upgrade from Vista to XP instead (and based on earlier direct2dell blog entries it seems there are a lot).
 

To Richard Casler:

There are no Windows Vista-specific drivers for the Dell Pocket DJ.  To get it to work with Windows Vista, you'll want to flash the Pocket DJ to use PlaysForSure, the universal media transfer protocol.  You can find the upgrade by searching support.dell.com for "R107733.EXE".  Be advised, this process that will reformat your Pocket DJ.  Make sure you can download your music again.  Also, you'll need to be able to flash the firmware from a Windows XP PC. There is a lot more information at Dell Forums (also available at support.dell.com).

Good luck!
 

Intel, Dell hold off on internal rollout of Vista

This article would have you think that Dell and Intel are purposely holding off on Vista for logical reasons.  However, the informed Vista Express Upgrade customer knows that Dell and Intel are simply waiting for their upgrade kits to arive.

Its that word again 'expect'.

We expect ... April 15th

We expect ... end of May

We expect ... May 15th

I now don't expect to get my Vista Upgrade during May, and I expect a full return&refund from Dell if I don't!