Dell and Hewlett-Packard customers are angry that they have not yet received the Windows 7 upgrades promised them when they purchased new PCs earlier this year, according to messages on the companies' support forums.
The grumbling is reminiscent of criticism in 2007, when Vista upgrades were delayed by weeks .
Last summer, Microsoft announced "Windows 7 Upgrade Option Program," which would deliver free or discounted Windows 7 upgrades to people who bought new Vista PCs between June 26, 2009, and Jan. 31, 2010. The program is administered by computer manufacturers, which set the price and delivery dates.
"I honestly think that this whole windows 7 "FREE!!!" upgrade is total BS," said a user identified as "mdr322" in a message Monday posted to a thread dedicated to upgrade complaints. "It took me 1 month to register my service tag and now my delivery date has been delayed by 2 Weeks!!!!!"
"Dell is behaving very unprofessionally!" said someone labeled "Vlad G" on the same thread. "I am sure this will cost them customers."
On the HP support site, users were also frustrated by the delay.
"Inept does not do justice to this royal screw-up," ranted "littlewhizkid" in a message last week on an HP thread. "Total incompetence is closer, but without using language that would lead my message to being deleted I do not think I could adequately describe how poorly managed this process has been. HP has certainly lost any shred of loyalty I may have had."
A Dell representative explained the delay. "These are estimated ship dates," said "Jesse L," who was tagged as a Dell employee in the forum, referring to complaints from some users that the delivery date for their upgrade kept being pushed back. "The reason they keep changing is because [of] issues with the shippers' inventory. They got behind and are working to catch up."
Other users urged patience. "Did everyone forget that the copy is free, not including possible charges to shipping and taxes?" asked "ravenneangelle" last Wednesday. "And how high in demand this product is? I'm sure Dell is doing their best in getting it all out to us in time."
That argument didn't sit well with some.
"Really? This is Dell doing their best? Not having the software ready to go?" countered Jack Dusty on Friday. "Not having a functioning tracking system? Not providing a download link which would've been the easiest solution? This is them doing their best? When they knew Windows 7 was going to be in demand? When they knew before [Oct.] 22 the names and addresses of the people who needed the upgrade? When they had months to prepare? Their best? I don't think so."
Although several users on the Dell support thread said that they had received their Windows 7 upgrade, no one on the HP forum reported that they had gotten theirs. A user tagged as "oldmike" on the HP thread claimed he had e-mailed HP, and gotten a reply that included the line, "We have checked the status of your order. Arvato has received all the required information from your side. It will take some time to complete the process."
HP is using California-based Arvato Digital Services to fulfill the Windows 7 upgrade orders.
"What a bunch of baloney!!" said oldmike. "I wrote back to them and asked if they had a clue what 'some time' meant. I haven't heard from them since."
The delays have exhausted the patience of some users. "I got tired of waiting & [and] purchased a copy of Vista Ultimate with the Windows 7 Upgrade Offer," said "SpeedStep" on the Dell thread. "I purchased the software, logged into Microsoft and put the offer key in. Got the Win7 Ultimate Upgrade DVD in the mail within 5 days with no charge."
Dell did not reply to a request for comment about its Windows 7 upgrade delays. An
I will not go into the long story of my encounter with HP and arvatous except to say in an email I was promised this" You can expect to receive your upgrade kit between October 30 and November 9, 2009". Now arvatous is telling me 5 weeks ,Xmas 2 months who knows? Hey I paid for this in my package and I want it now and I want to know when I will receive it
Sadly Hp ignored my complaints did not log them, lied to me and hung up on me.
I was lucky enough to get someone to help me at HP. This is what I am going to do and hope you will too.
First you will need this helpful information.
HP is located in Palo Alto Ca.
There phone is (650) 857-1501 ask for the ECR people Executive Customer Relations and keep calling and complaining if you bought your computer from HP.
I was also given another direct # by the helpful person at HP which he said is a direct line to the ECR people of 1800 756 0608 and use choice 7 when asked.
Lastly he gave me this link.
http://www.hp.com/hpinfo/execteam/email/hurd/index.html?jumpid=reg_R1002...
This is the Mark Hurd
Chairman of the Board, Chief Executive Officer and President
Hewlett-Packard Company
Fill in the information and send your complaints and keep sending your complaints and tell them that if this problem is not fixed ASAP they will lose another HP customer. Hit the in the pocket book that's all they care about. Keep doing this and passing the word on till it become a national embarrassment by getting in the news along with arvatous to and a loss of further sales to HP.
If you know of other places to post this please feel free too.
Thanks fellow frustrated customers.
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