UNBELIEVABLE! Later Orders Shipping First?

My sentiments exactly! I also ordered on 11/29/06. Was also told by Advocate not to worry. I've had the added pleasure of trying to update my credit card info since 2/12/07 and as of this post it is still not updated. This has happened to other people and what occurs is they go to charge your credit card, it is invalid, and then you get an email stating you need to go back to the upgrade website and update your info before 3/31/07 or your order will be cancelled. This is what I have done 5 times since 2/12 and it is still not updated. Unbelieveable!

This is EXACTLY what many of us have been complaining about since this whole mess started! I ordered mine on 11/29/06 (at 4 am no less) and to date, NADA.

 

A Customer Advocate from Dell insisted to me that she was told "first-in-first-out" by the people respnsible for handling this Express Upgrade. With all due respect, that is obviously WRONG!

 

Another page in this huge fiasco!

I am still waiting as well, ordered on November 29th.  No credit card charge, status still pending.  I posted a message to DELL-Aaron asking for an update in general but never got a response. 

 

Who is this customer service advocate you have contacted, and how did you make that contact.  I NEED to know if Dell will be sending my Vista in a "timely" manner or else I have to go out and buy it, and Dell is not communicating with me.

jrmarto - Your post was read, and I spent the better part of the day asking those same questions and bringing your concerns to management. Again. 

 

You are being heard, and as soon as we have updates they will end up on this forum. We know the 3rd party site handling the upgrades hasn't provided the kind of service you and others expect from Dell, and we apologize.

 

We  know you need a place to go when the folks at the site can't resolve your problems, and you'd like more details on what's happening with shipping. I'm asking for the same solutions you all are.

 

 

The Customer Advocate is Lionel and you get to that page by going to the Vista banner and opening the thread about the shipping date. That takes you to "Direct2Dell" and that's where Lionel can be either messaged to in the blog or you can e-mail him. Jackie also answers some of the e-mails/concerns.

DELL-Aaron..I like to know why..when it was Dells Mistake that I got 2 Upgrade assistant DVD's and No Vista DVD with my kit..and now DELL is telling  me that it will take another 6 weeks or more to get the VISTA DVD shipped to me and on top of that they are going to charge me shipping (again) for a mistake you all made....This is some SAD customer service.What do you have to say about this?

 

Aaron,

 

I appreciate your dilemma as you are between frustrated and angry customers and a corporate structure that doesn't seem to communicate well and is rather dysfunctional. Add to that apparent (by your account) third party incompetence and you have the recipe for the current fiasco.

 

I'm sure you are painfully aware of why Dell's reputation is going in the toilet over this issue with those of us who were loyal customers but who have now become so enraged about what's going on that many of us will never return again for future purchases. I, for one, wish that I had never been enticed to do what I thought would be an "Express Upgrade" (and by this I mean express; the true meaning of the word). My $3,000 new Dell computer sits waiting for the promised Vista while others who registered AFTER I did (first-in-first-out -  hogwash!) have their upgrades!

 

Fool me once, shame on me; fool us all twice (actually many times judging by what's being reported on these boards) and shame on Dell.

 

This will come back to haunt Dell when those of us who have been lied to,  communicate our experiences and anger to public venues such as PC Magazine. I for one, intend to let others know of the experience I have had over this.

I have purchased 4 Dell computers over the years, the latest, a E521. I have not received my Vista upgrade that I submitted in November.

 

The way to gain Dell's attention is to stop buying Dell computers until they get their act together. Vista upgrade and Support people. Sales/money talks.

 

I like my Dell computers, but don't like dealing with Dell.... period

 

Paul

1/2 just shipped.  This really is unbelievable... to recap:

 

Ordered 6 identically configured E520 machines over a period of several months.  I ordered the express upgrade the day each machine was received beginning the first day the site was up.

That is precisely what I intend to do next time.

 

Ultimately Dell is responsible for this mess. They promised us our computers as sold before the Express Upgrade would be compatible with Vista (the OEM equipment); NOT.

 

Several articles have stated that a big reason for these delays is that different models ARE NOT compatible with Vista as of yet and the manufacturers have "white lettered" (read "stalled") shipment of the uprade DVD assistant until the driver issues are worked out. Although denied by Dell, I suspect that might be what's happening with my XPS 410 with Dell's "Datasafe" system (RAID 1 array). I've read in different places that RAID 1 isn't supported by Vista and Dell does NOT currently offer the "Datasafe" package with the XPS 410's pre-loaded with Vista. ( Any others have an Express Upgrade to Vista Home Premium with the Dell Datasafe option where Vista supports RAID 1?) The computer manufacturers (Dell) do not want to deal with the technical support nightmare of upgrades that don't work; read these boards to get confirmation on that.

 

I have dealt with several people at Dell (Lionel, Jackie and Aaron) who are concerned and seem genuinely caring but they really aren't able to answer/help with the many questions we all have; either they are "towing the corporate line" in their answers given to us on this or they aren't being told everything by Dell. Jackie was very helpful for me in checking on my upgrade and said "everything was fine" with it but that others are " ahead" of me???!!!!  She repeated "first-in-first-out" and unfortunately, that is blatantly untrue. How can they be shipping them in this order when many of us registered the first day the site was open yet many others who registered later have already received their disks? The answer is simple; they (either Dell or the 3rd party supplier (?) or BOTH)  lied about that!

 

Dell is a huge company and maybe treating us like this won't matter in their eyes because we are such a "small" group but like I said before, I am done with Dell (after being a loyal customer - this is my fifth Dell) and I will be sure to let others know why.

 

PS - I DO need to make one correction and apology though; I accused Dell of charging me for the upgrade and not shipping it. Turns out that Microsoft (Moduslink) charged my card for the Office 2007 Small Business upgrade I received but listed it on my card as "MS Vista." I incorrectly assumed this was Dell and it was not. Jackie was very helpful in clarifying this issue for me and for that I truly thank her.

Its not even close to first in first out. I purchased Dec 6th and submitted my vista upgrade request as soon as I could.  A colleague purchased the end of January and submitted his request 1/27/2007.  He just got his confirmation - I'm still waiting in pending.

 

I don't buy the claim that there are vista issued causing delays.  I could order a new machine configured exactly like mine and have it shipped with Vista installed. Its obvious there are no Vista Issues.

 

I also find it interesting that as soon as there are problems Dell points to a 3rd party fulfillment company. I purchased my upgrade from Dell - they're responsible.

Wow .... I recieved my laptop in February and ordered the upgrade. My shipment will be here tomorrow... To all of you awaiting your upgrade....be sure to have 2gb of memory and 667mhz memory if your system supports. Thats for Premium or Ultimate. Vista Basic might use less. I have Vista Ultimate and had add and extra gig. The difference is dramatic. Vista is fantastic with 2 gb of 667 hmz 5400.

It seems like Moduslink coulden't be bothered to dig into the orders back from Nov Dec they just choose to ship the ones from this year straight away and left the ones from last year until last.