Dell's "Express Upgrade" to Vista not so "express"
By Paul Miller 
posted February 12th 2007 5:27PM
posted February 12th 2007 5:27PM
Dell-using Vista hopefuls are expressing their frustration at Dell's continued delays and problems with their Vista upgrades. The fiasco started right when the Dell Vista Upgrade site opened for business, with the sudden flood of visitors being blamed for site crashes, delays and error messages, and downtimes lasting as long as 24 hours at a time. Even after Dell stabilized the website, reports were rampant of the site not recognizing certain service tag numbers, or informing users incorrectly that their system wasn't eligible for the upgrade. Phone support was little better, with one phone jockey telling a customer "Your machine's processor is only at 667 Mhz speed. You will have to upgrade it before you can get the Vista upgrade." Turns out Dell's guy was reading the RAM speed off the spec list. In the midst of all these problems, Dell has been slowly pushing back the ship date for the upgrade discs, with the latest official word being late February: "We expect to begin shipping upgrade kits to customers within the next couple of weeks." That might be well and good, but Dell is processing orders on a first-come first-served basis, and some users are being told to expect a 6-8 week wait for their discs. Dell blames these added delays on continued testing of driver compatibility, along with continued site kinks, but they do claim to have eligibility problems ironed out, so at least that's a start. If your experience with Dell's upgrade has been any different -- or just as hellish -- we'd love to hear it in the comments.[Thanks, Roy B]
Read - Dell Vista Upgrade site
Read - Official word from Dell
Read - The story from a disgruntled forum member
Mmm
you order a second rate OS from a second rate computer manufacturer.
what exactly do you expect?
keep grinning and bear it!
waddo
I got my XPS system with the highest specs and the label on the laptop reads only Windows Vista Capable. Not Premium Ready or how you call it when the laptop is supposed to be getting advantage of all the Vista's features. I got the laptop in October last year and that's when the express upgrade offer started and I registered my update kit the day it was open to public. When I checked the status of my order today it was still pending so my hopes are not very high to get the kit by the end of February and for those who just bough their Dell machine recently...well good luck to you guys
Registered for the upgrade in late december.. I get a registration email saying i'll get a confirmation email soon.... Janaury 29 rolls around.. no confirmation.
Call up Dell.. First CSR can't find my registration information and to "re-register again". Not wanting to violate anything by double registering I tell her to look again... lo and behold she finds it but says I need to talk to another department.
Call other Dept.. Find out they are "shipping late February, but shipping will take 3-4 weeks"
... How does ANYTHING take 3-4 weeks to ship? do they have only 1 truck for the US? Or somehow did they think most people would not redeem their free Vista?
HP is doing the same thing. My Vista Upgrade won't ship until March 31!
I think the whole "Express Upgrade" is a fiasco. Acer is taking their long time to provide drives and Moduslink hasn't even shipped or confirmed anything... they just keep saying, "We will get to it". I have a free retail copy of Ultimate I got from the Beta, I installed it and everything is working except for 1 driver and Acer is taking their time. I'm like Vista is out and has been planned for years... GET WITH THE PROGRAM!!! There is no express upgrade...
http://www.startblue.net
I HAVE THE SAME OROBLEM WITH MY HP VISTA UPGRADE,
I FILED ALL THE PAPERS THAT THEY ASKED FOR ALMOST 3 WEEKS AGO AND STILL DIDN'T EVEN GET A SHIP DATE ! CUSTOMER SERVICE ALSO TALK ABOUT 5-6 WEEK FROM WHEN THEY END PROCESSING MY REQUEST...
SO IT WILL COME OUT TO MORE THAN 2 MONTH!!
Dell isn't the only one, Toshiba New Zealand's upgrade site says that the site is out of order, that was only put up in the last few weeks, before that it just said opening on the 30th November 2006
HP is no better then Dell; based on some of these comments, I would say that my experience with HP has actually been worse. In early December, I attempted to order the Vista replacement for an HP desktop that I bought in late October. It took almost two weeks of trying everyday until I was able to process my order for the Vista premium upgrade. Early last week, I became curious as to when my order would ship since I haven't heard anything from them since sending in a receipt, so I checked the HP Vista website (that takes you to the Modus Microsoft Upgrade Web) for shipping status. Once there, I saw that my order processing wasn't complete (its status was listed as COA validated) and no shipping date was provided. I emailed the point of contact (MSTUPVISTANA) and received a response a few days later that my order has now been validated. If I go to the website link that they provided me, I see that my order is scheduled to ship sometime in March. I wonder what would have happened with my Express Upgrade had I not thought to email them last week; would it have waited in the processing stage indefinately? I have been very disappointed in this whole process; "Express Upgrade" -- who are they kidding.
I don't see how "Phil @ Feb 12th 2007 6:07PM" got highest ranked when he basically said he decided not to get the free (with $10.60 shipping + tax) for an upgrade to Vista and instead paid at least $100+ more for a retail copy of Vista.
I'll forego the pleasure of spending more money for the same product, thanks all the same.
For those that decided not to check the "express upgrade" option. That was stupid. You don't have to upgrade even after checking that but at least you have the option to do so. Even if you upgraded you are not obligated to install Windows Vista right away and can instead wait till a few months later (Vista SP1 is expected late 2007) and upgrade then instead when most of the kinks and bugs have been worked out. I did the same thing when Windows XP came out and just let the early adopters beta test the product for me and upgraded it later when it was more stable.
Don't get me wrong, I did the whole upgrade thing at www.dellvistaupgrade.com two weeks ago and my upgrade status is still pending. It's a total pain in the rear end with the site not being up or being up sporadically. Luckily it recognized my COA numbers and stuff the first time, though that doesn't seem to be the case for everyone. They are being slow as all hell about it when they could have just charged us the fricking $10 shipping at the time we purchased our stupid Dell computers and shipped it to us when it was ready. It's a total pain in the rear end that was not necessary.
But let's not put all the blame on Dell for this fiasco. MS is to blame as well since they seem to be part of the reason for the holdup of getting upgrade discs out to customers. At least I suspect so because all the OEM's are having problems getting upgrade discs out to customers.
Yup, no so express. I bought a laptop before the Vista shipped knowing that it would be eligible for the 'express' upgrade. It is a brand new Inspiron, with a 'Windows Vista Capable' sticker on it. Though it appears that Dell doesn't realize this and it is evaluating whether or not my system is capable of handling the OS.
I posted to Dell's ridiculous attempt at customer relations they call a blog and shortly thereafter received an e-mail from a CSR at Dell asking for my service tag so they could check on the upgrade.
The first e-mail I got back said that 'yes I had requested the upgrade'. That was really a helpful e-mail from them, really. Then I received an e-mail saying that 'as noted on the FAQs' the products would ship the end of February or beginning of March. Well I checked every website I could find and the ONLY one that indicated this was in the Dell blog.
Like so many other companies they don't feel it is important to care for their existing customers as long as they can keep suckering new customers.
Should have bought an HP.
First the site wouldn't take the service code. Then after 3 consecutive days of trying. It took the code, yet would not process my order because it said I had an 'Invalid Address'. Keep in mind, this is the same address I had my XPS laptop shipped to. Against my better judgement I tried to contact thier support line regarding this matter, only to be greeted by what I suspect to be a chimpanzee with vocal skills.
The conversation went as follows:
Dell Rep: Hi, my name is _________ (we'll call him Bubbles), How can I help you today.
Me: I'm having problems with your 'Express' Vista Upgrade site.
Bubbles: Can you give me the service code.
Me: Sure it's XXXXXX.
Bubbles: Ok, now I need your Windows Authentication Key.
Me: Uh, you aren't just doing what I just did on your website, right? I mean it's broken, I just tried it 5 times.
Bubbles: No Sir, I just need your Key.
Me: Ok it's XXXX-XXXXXXX-XXXX
Bubbles: Ok, now I need your Credit Card.
(I give him Credit Card number)
Bubbles: Now your address please.
(I give him address)
Bubbles: I'm sorry sir, it says you have an invalid address.
Me: We determined that at the beginning of this call. You just went to the website and re-entered everything I did before didn't you?
Bubbles:
After shelling out 4000$ for a laptop, one would expect them to accomodate thier customers a little more accordingly. I still have not been able to order my upgrade.
Bought my laptop in November and back then they were saying Vista might not come out until end of March, so it might take 4-8 weeks after that. Imagine my surprise when Vista was release end of January. Anyway, I had no problem with the Express website and won't be pissed about the delay unless it takes longer than Mid-March to get mine as thats how long I thought it would take anyway.
I started trying to get my upgrade the first week of February. The upgrade site informed me my computer was not eligible (as it still does). I contacted Dell immediately and was told my issue would be escalated and I should be contacted within 5 business days. A month later and several more calls to Dell Hell hasn't gotten me any closer to getting registered for my upgrade. Which means I'll actually get my Vista CDs sometime in 2008.
Their customer service is getting almost as bad as Microsoft! Remember when Gateway ruled the home computer world, then they started treating their customers like Dell does. Dude I'm getting a MAC!
i ordered my dell desktop late november and received it a week or two after. a couple of days after i got it, i completed the express upgrade without any problems. i'm supposed to receive vista today through dhl's 2 day shipping.
I've called Dell 5 times about upgrading to Dell Vista and I keep getting the same responses that they will be ready in a week. I really despise Dell especially their customer service. Never buying a Dell again.
33 days and counting, what a joke
What is supposed to be the cost for the upgrade? I ordered a Dell refurb laptop, specifically because it included the express upgrade. Now the Dell upgrade web site is telling me it costs $45 plus the $10 shipping plus tax. I thought it was supposed to be free with just $10 shipping. I purchased a specific laptop based on this "feature". I can still return it if I'd like. (received it last week)
I'M SO DAM MAD!!!! When I bought my dell in November, the Dell associate told me "no problems, the Vista upgrade would ship maybe middle of January. I experienced the same problems as others during early efforts at registration, so waited till mid January to register for the upgrade, never being told it was going to be a queue that could last weeks. Still feeling positive, I told my girlfriend to go ahead and order her new laptop with Vista installed. My upgrade will be here any day and I can help you learn the ins and outs of Vista. Half a dozen calls and on-line chats later, always being told not to worry, it would be shipped out any day now. Yesterday, Dells rep kept me on the phone for an hour telling me my confirmation order number that dell had sent me doesn't exist and is in no way recognizable as a Vista upgrade number. In other words, I was either lying or couldn't read the confirmation email Dell had sent me. I begged him to transfer me to a supervisor and for a half hour i heard him mumble into his phone, “why isn't this working?” to his own computer. Finally the supervisor came on and said I had to call the Vista Upgrade Center and she couldn't transfer me. Of course this was after, Dells own phone system said it was hooking me up with the Vista Upgrade Center. OK, I give up, I'll call them. But they closed at 3pm Hawaii time. Ok, call back first thing in the morning and for the very first time, I'm told end of February was just queue starting point, and actual delivery will be 4 to 6 weeks more. Oh how I wish I had given up on my loyalty to Dell and followed my intuition that said its time to switch to a Mac.
I can only add my frustration and anger with Dell too. I ordered my new Dell XPS 410 in October 2006 right after the "Express" Upgrade was announced. I registered for the "Express" Upgrade in the early hours of November 29th (the first day you could access the upgrade site).
Dell announced "first-in-first-out" which has turned out to be a pile of horseX##$ and a bald faced lie. I am still waiting while others who registered for the upgrade long after I did have already received their upgrade disks. My efforts to get a straight answer from Dell have been futile.
I suspect that my computer was "white listed" because it has a RAID 1 array but Dell just continues to stonewall and won't say anything.
I had been a loyal Dell customer (this was my fifth Dell) but I'll never purchase another computer from them. This has been one of the worst nightmares for me dealing with a company such as Dell and I am really sorry I was "sucked in" to an upgrade that is anything but express!
dell customer relationship is sucks. they trying to be polite and courteous but they have no knowledge of what they do. i called them for window vista's cd but they respond was a phone numer in france. and i called them againe they gave me a bad phon number and the third time they told me go to microsoft window upgrade not to dell upgrades site.
and i called againe I spoke to another person she told me go to the upgrade site and fill the application. which that was done by me right after the purchuse (in the circle with no destination no clue)
When I got my dell the guy on the phone told me I was eligible for the upgrade. When I got my laptop it came with fliers talking about my eligibility for the upgrade. I go to the website and the tag doesn't work. I call support and the guy says he fixed the problem, but it won't work for 24 hours. Two days later I try again and it still doesn't work. I email support and they tell me I'm not eligible because I bought the laptop 8 days before the period when the offer was good.
Why, then, praytell, did the salesman on the phone tell me it was a perk of getting the computer and did my pc ship with docs indicating telling me how to cash in?
I'm pretty sure they didn't post the dates of eligibility until January when they opened their site.
I'm pissed. It's like they frauded me out of $200.
last dell I get
HELLO DEAR READER
i have bought a dell inspiron6400 laptop from Alwafa house L.L.C in novemeber 2006 in dubai ,uae.
but now i live in iran and i want to register for my vista upgrade.but unfortunately ican,t.
my service tag is CK18PB1.
PLZ HELP ME HAVE MY CD.
My activation key is wrong. I called Microsoft, and they confirmed the key was invalid.
Dell support was horrible. There response was "The 10$.00 CD?". The only reason I bought there PC was to get Vista. They still cannot give me a ticket number. Originally they said it would be five days for a valid key. Well ten days later, still didn't happen!! I hope to god somebody sends me a new key!
Bottom line : Use HP or someone else!
I have been trying to run the Express upgrade.
I am getting stuck trying to run the Dell Vista upgrade assistant CD.
This is the prelim step before doing the upgrade.
I am only on step 2 trying to update Mcafee.
I keep getting the error "a download error has occurred [12152]. Please try running the download manager again". I have checked Google and there are forums out there with exactly the same error that I'm getting. I have put a call into Dell tech support and they have tried a number of thing which haven't fixed my problem. The technician then said they would ring back on Tuesday after Easter.
However I then received an email that says if I am still having the problem to please reply to this email giving details like call reference, phone no, best time to ring etc. However when I try to reply to the email it bounces.
I have no doubt that when they do not get a reply from me they will close the call and say the customer must have fixed the problem.
This is customer service according to Dell.
My horrendous experience at Dell. I registered sometime in January and thought everything was good. Didn't really have any problems with the registration website. Then the cycle of horror starts. I received an email confirming my order but they listed the Country as United KINGDOM instead of United STATES. I emailed them back immediately to let them know, included all the information that they could possibly need and simply asked them to change the country on the order. You would think they could do that.. Below is my collection of email messages from the morons who work there.
Message 1:
"americaenglish@d1.dellvistaupgrade.com" Mar 23
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 world wide by April 15, 2007.
An email will also be sent that includes the carrier tracking number once your Express Upgrade to Windows Vista™ has shipped.
Sincerely,
The Dell Express Upgrade Team
Message 2:
"americaenglish@d1.dellvistaupgrade.com" Mar 23
Thank you for your interest in the Dell Express Upgrade Program for Microsoft Windows Vista.
Unfortunately, the country could not be changed in the order.
Sincerely,
The Dell Express Upgrade Team
My response to the one above:
So will I actually receive anything if you're planning to ship it to the United Kingdom instead of the United States?
Message 3:
"americaenglish@d1.dellvistaupgrade.com" Mar 27
Thank you for your interest in the Dell Express Upgrade Program for Microsoft Windows Vista.
Unfortunately, the country could not be changed in the order.
Sincerely,
The Dell Express Upgrade Team
My response yet again:
So as I've asked numerous times before, my question is - Will I actually receive the upgrade CD if you're planning to ship it to the United Kingdom instead of the United States?
Please do NOT reply with another form email like below. I already have a collection. Just let me know Yes or No so I can plan accordingly.
No Response from Dell.
To add to this disaster, they have now billed my credit card for something I'm obviously NEVER going to receive, a grand total of THREE TIMES! I keep disputing it with the credit card company (I do wait a bit before disputing in case this time I actually receive something).
Yet another reason to never buy from a large vendor. They never care about the individual.
To add to the comment above, I finally got through to an INCREDIBLY RUDE Service Representative at (866) 409-9542 (8-5 CST, M-F) and got the following info. No, I will never receive the CD EVEN THOUGH the fault in on their side and I have to fax all my statements for the triple billing in order to SEE if they will issue a credit this time. Basically the guy told me to 'Kiss a**' in other words. Wouldn't put me through to a supervisor, wouldn't transfer me to another CSR etc...
Rich, I don't know if you want to do this but I went ahead and filed a complaint with the Better Business Bureau (again the main office in TX). Haven't heard from them but felt a bit better after filing it. I have yet to hear from anyone at Dell since the phone conversation in May (also they have yet to credit my card for any of the charges)... Pooja
Contact the Attorney Generals office also. That may put a fire under their a$$ to expidite your refund.
I guess my experience with the Hell Vista Upgrade has been very similar to everyone else. Ordered my new computer othe middle of November 2006. Signed up for the Vista upgrade the very beginning of January 2007. Here it is May 8, 2007, and I have not heard a word. I emailed them once and received the same form email as Pooja placed in the comment above. Checking the upgrade website my order status has been listed as ''in process'' for several months. To be very honest I bought my new machine with the sole purpose running Vista. It is not that I needed a new machine but thought that it might be best to have a XP machine and a Vista machine. Here it is seven months later and I still have 2 XP machines. I would have done much better to wait, as every machine out there is being and has been being sold with Vista pre-installed. What a waste! There has to be something the thousands of us unhappy Dell owners can do.