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sweetpea81
8 Posts
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February 5th, 2007 19:00
Calling about Express Ugrade issues!
I bought my computer 4 weeks ago. Last week I decided to check my order to see what I needed to do to get windows vista. I go to the express upgrade page, put in my security tag and I get a message saying that it has already been used. The next day I called Customer Care (outsourced to India!) they connect me to the Dell Vista Upgrade line who could not help me because the site was down and told me to call back. I couldn't call back and misplaced the phone number he gave me and therefore did not get back to him. I waited a few days figured the site wasn't up and that's why I got the message I did. The site came back up late Thursday or Friday and still I got the same error message. Ok so I call Customer Care, they give me a different number to call and I waited for 45 minutes until finally hanging up because I was not connected to someone. I tried the Dell Vista # 1 866 634 7426 -I didn't even get a dial tone, just dead air.
I gave up and waited through the weekend and called again this morning. I call Customer Care -again outsourced to India and the very soft spoken woman I talked to could not help me -I got angry, hung up! Went to work, came back, called back, and again similar situation. Outsourced to India, the woman took my information, checked the system and couldn't help because Vista is not her department -again I hung up!
Here's the funny thing. Both of these women told me that the express upgrade site was down and there was no way to help me. Hmmm, that's interesting because according to this forum, the site is up and working.
So someone explain to me why I can't get help with my problem??? I'm going on a week here with getting the same error message on the upgrade page that I have gotten from the very first time I entered it in last Monday.
Am I ever going to get my upgrade? If I knew this was going to be a problem I would've waited a month and ordered my computer now instead of when I did!
And what number can I call to talk to an American who knows about Windows Vista??
Message Edited by sweetpea81 on 02-05-2007 04:23 PM
- I'm having the same issue. Mine started when I did the original registration and received a server error message when I confirmed. I tried it the next day, Jan 25th, and it would not accept my COA. I then emailed and was told I'd get a response within 5 business days, which I did that basically said "we'll let you know." No time frame on that. Now it identifies my system but says my COA has already been used even though I have not notification, confirmation, tracking codes, and so forth. So I waited and then started calling Customer Care yesterday and today. I was referred to the Vista Upgrade number after a 20 minute attempt to find me on the system. The Vista number doesn't seem to work - fast busy or dead air. Then I chatted with customer care but that went nowhere even to a denial that there is any number for the Vista upgrade to call in the first place even though it's published on the website. Then I was referred to technical support which turned out to be business tech support and did not even have my machine listed on their automated system. Circular frustrations abound. And I still don't know.
Flappysback
3 Posts
520
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Posted February 5th, 2007 20:00
I've been having the same problem for a while now and am getting extremely annoyed. I'm not sure what to do at this point. You're not alone, and if you find out an answer, please post it so that the rest of us can get our Vista Upgrade as well.- I've gotten through to the phone number 4 times now after about 300 tries. With 4 different people answering and I quote, ' Thank you for calling the Dell Vista Upgrade Center, my name is (insert name), can I have your name please, Thank you for calling Dell, (CLICK)'. Might I add, there was no pause for my name. I was even foolish enough to wait 10 minutes on the line on the off chance they were just connecting me. Anyone else having that problem???
- This probably won't make anyone feel any better - BUT -- I got my new Dell the last week in December - did the express upgrade - it did take and I figured - great - I'll have it by the end of January like everyone else -- NOT -- I can go in check the status and it says: Pending -- and will stay that way at least until the middle of March and possibly April -- I've made numerous phone calls and fired off several blistering e-mails -- of course I got the generic run a round answers and excuses - and was told by e-mail and voice that it WOULD NOT ship until at least the middle of March and maybe longer -- to make a long story short - I have Vista Home Premium due here tomorrow from New Egg ( $119 ) - if and when the upgrade from Dell ever comes I'll use it on my other Dell - !!!!!!!!!!!!!!! Good luck
Flappysback
3 Posts
520
0
Posted February 5th, 2007 21:00
I feel as though I've just immersed myself in some support group for people who are tired of this run-around c.r.u.d. (Citizens Raging Ugainst Dell).However, hopefully I have some good news.I decided that I would use the 'chat' feature of Dell's support site. I politely explained to the rep that I been trying to obtain my Vista Upgrade to no avail and felt as though I had been getting the run-around with calling so many support numbers.After confirming my information, she said, "I've submitted your tag to be manually entered into our site for the upgrade. Please try the site within 3-5 business days to obtain your upgrade."Apparently they can do that. Who knew. So we'll see what happens in 3-5 business days. She said that if it still didn't work, I could email her personally and she would "escalate the issue further". I've got my fingers crossed.Personally, I'm from Canada so I don't know if it makes a difference, but you may want to try this method as it may work for you as well. Also, I came across the number 1-800-624-9897 (if I remember correctly), but they told me that they couldn't help me because I wasn't American (I guess they have different support systems for different countries, also didn't know that. It only took them 27 minutes to figure it out, don't worry, even though it may have felt like forever, it wasn't).Anyways, I hope this information helps all you other c.r.u.d. members. We'll see what happens.- I registered for my upgrade in December and even printed out my order which included the Upgrade order number, service tag number, ship to phone number and ship to email address. I never recieved an email confirming my order though, and have been concerned ever since that my order wasn't recorded.I've been trying to verify the status of my order through the Order Status Login page, but I continue to get "please enter correct Service Tag and Phone number combination". No matter what combination I enter I get the same results - please enter correct xxxx and xxxx combination.....I tried calling Dell support, and got someone who I couldn't understand that brushed me off and said try again in a couple of days. I've tried emailing for support on this issue, and gotten a generic response suggesting that I call Dell support .... caught in a catch -22 loop I guess.Anyone been successful in resgistering, confirming their order status, and did you receive a confirmation email?
- Sorry people, got the link confused.Here is the link.Info on the site:Americaenglish@d1.dellvistaupgrade.com This is the email you should use. Include your service tag, express service code, first and last name etc. If you check out the link above it shows this email as the contact for vista upgrade issues, such as being told that you do not qualify.The phone # for U.S. and Canada = 1-866-634-7426
djleathal7
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65 Posts
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Posted February 5th, 2007 20:00