I originally tried to order my Vista upgrade on February 3. It seemed to be going well until I got to the last step and clicked on the confirm my order link. After about 30 seconds, the site returned didn't return an order confirmation, but rather a SQL timeout error along with the full stack trace of their ASP.NET 1.1 application. Every time I have tried to place the order since then, I get an error "COA has already been used for an upgrade".

 

I emailed customer service immediately on 2/3/2007, including the full error message.

 

I called customer service on 2/8/2007, and the representative took all of my information, and promised that all would be resolved within 7 business days. He said that the system had to be reset for my COA and that I would receive notification by e-mail when I could place my order.

 

I received an e-mail from DellVistaUpgrade on 2/13/2007 informing me that they had been notified that I had a problem and requested all of the same details that I had already provided in my e-mail on 2/3 and again in my phone call on 2/8. I immediately replied, providing the details a third time.

 

I received a generic e-mail from DellVistaUpgrade on 2/28/2007 stating that my issue had been submitted to the "Escalation Team".

 

It is now over a month since I frist encountered the problem, which I consider to be their fault, not mine, and they still have done nothing to resolve it. I still have not been able to even place my order, and we are now only a few weeks from the 3/31 deadline for placing orders. DellVistaUpgrade customer service is incompetent and non-responsive and have given me no indication that they will resolve my issue in time for me to still be able to place the order. What else can I do? Who else can I talk to to get my issue resolved?