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trixtahTrix
to ANZ_cc_cust_service., b0sslady@dell.com, AAA Techie. 19:19 (3 minutes ago)
Dear all:
I'm afraid I'm getting quite dissatisfied with what is going on here.
Here is the issue:
I purchased a laptop with the service tag 5XD???? on the 18th of August and got it at time specifically as I would be able to conveniently upgrade to Windows 7 when it is released. As part of the purchase, I upgraded from Windows Vista Business Edition to Windows Vista Premium Edition. I expected to be able to receive the Windows 7 Premium Edition upgrade.
1. Logged onto http://win7.dell.com to register for the upgrade. Found that my machine is registered with having Business Edition and is therefore only eligible for the Windows 7 Professional upgrade.
2. Opened the support case with Dell support, requesting they update my machine details before I continue registering for an upgrade.
3. After a number of emails, was asked to register on the Upgrade site and told the details would be corrected from there.
4. Registered on the website, advised you that I had done so, and expected the details would be corrected to refer to a Windows 7 Ultimate upgrade.
5. Several days later, checked on the upgrade website to find that no such correction had been made.
6. Emailed again to ask that the details be corrected. Received a reply saying I should register - which I had already DONE - giving the incorrect URL.
7. Explained that I already had registered, while copying in the usual support email address, who promptly opened another service request under a different ID.
8. Received the below advice saying that *something* has been done. On visiting the site, found that it had NOT. My upgrade was STILL referring to Win 7 Professional ONLY.
9. Guessed from the cryptic message below that I might have to remove and re-register the machine to have it get the correct details. Tried doing so, only to find that the service tag still associated with Vista Business Edition and it's apparently only entitled to Win 7 Professional.
Where we go from here, I don't know. I have tried every single step (and more) requested of me, and I still have not had a suitable resolution to this issue. Can you PLEASE correct the problem so that I don't get a Win 7 Professional disk in the post in a month or two?
At present, I have my machine re-registered on the upgrade site, it still says I only get Win 7 Pro, and I would like to have this corrected to Win 7 Ultimate. Please ensure that your next advice to me is either that it is now fixed, or that you correctly identify the actual procedure I need to carry out or person/group I need to contact to have it rectified.
Trix M
-----Original Message----
2009/9/17 <AAA@dellteam.com>
Dear Trix,
Care team already updated your service tag regarding the Windows 7. Please register again to :
https://win7.dell.com
Thanks!
Regards,
AAA ™ [YES THE "TM" MARK IS HIS!]
ANZ Executive Escalation
Global Consumer Support Services
AU Technical Support Toll Free: 1800 656 943
NZ Technical Support Toll Free: 0800 863 355
How am I doing? Please email my manager b0sslady@dell.com for feedbacks.
-----Original Message-----
From: ANZ_cc_cust_serv_in [mailto:ANZ_cc_cust_serv_in@
Sent: Thursday, September 17, 2009 1:34 PM
To: AAA - Dell Team
Cc: Boss Lady - Dell Team
Subject: RE: Windows 7 Upgrade / Registration. / 39 6311747 (KMM8340628I23241L0KM)
Dear AAA,
Thank you for contacting Dell Customer Service.
We already updated customer service tag. Kindly ask customer to register again via https://win7.dell.com.
Thank You.
Dell Customer Service
Original Message Follows: ------------------------
Hi Care Team,
Customer emailed again about his Windows 7 update inquiry. Please email back with support information.
Thanks!
Regards,
AlAA ™
ANZ Executive Escalation
[...snip another hundred or so lines of previous correspondence]
to ANZ_cc_cust_service., b0sslady@dell.com, AAA Techie. 19:19 (3 minutes ago)
Dear all:
I'm afraid I'm getting quite dissatisfied with what is going on here.
Here is the issue:
I purchased a laptop with the service tag 5XD???? on the 18th of August and got it at time specifically as I would be able to conveniently upgrade to Windows 7 when it is released. As part of the purchase, I upgraded from Windows Vista Business Edition to Windows Vista Premium Edition. I expected to be able to receive the Windows 7 Premium Edition upgrade.
1. Logged onto http://win7.dell.com to register for the upgrade. Found that my machine is registered with having Business Edition and is therefore only eligible for the Windows 7 Professional upgrade.
2. Opened the support case with Dell support, requesting they update my machine details before I continue registering for an upgrade.
3. After a number of emails, was asked to register on the Upgrade site and told the details would be corrected from there.
4. Registered on the website, advised you that I had done so, and expected the details would be corrected to refer to a Windows 7 Ultimate upgrade.
5. Several days later, checked on the upgrade website to find that no such correction had been made.
6. Emailed again to ask that the details be corrected. Received a reply saying I should register - which I had already DONE - giving the incorrect URL.
7. Explained that I already had registered, while copying in the usual support email address, who promptly opened another service request under a different ID.
8. Received the below advice saying that *something* has been done. On visiting the site, found that it had NOT. My upgrade was STILL referring to Win 7 Professional ONLY.
9. Guessed from the cryptic message below that I might have to remove and re-register the machine to have it get the correct details. Tried doing so, only to find that the service tag still associated with Vista Business Edition and it's apparently only entitled to Win 7 Professional.
Where we go from here, I don't know. I have tried every single step (and more) requested of me, and I still have not had a suitable resolution to this issue. Can you PLEASE correct the problem so that I don't get a Win 7 Professional disk in the post in a month or two?
At present, I have my machine re-registered on the upgrade site, it still says I only get Win 7 Pro, and I would like to have this corrected to Win 7 Ultimate. Please ensure that your next advice to me is either that it is now fixed, or that you correctly identify the actual procedure I need to carry out or person/group I need to contact to have it rectified.
Trix M
-----Original Message----
2009/9/17 <AAA@dellteam.com>
Dear Trix,
Care team already updated your service tag regarding the Windows 7. Please register again to :
https://win7.dell.com
Thanks!
Regards,
AAA ™ [YES THE "TM" MARK IS HIS!]
ANZ Executive Escalation
Global Consumer Support Services
AU Technical Support Toll Free: 1800 656 943
NZ Technical Support Toll Free: 0800 863 355
How am I doing? Please email my manager b0sslady@dell.com for feedbacks.
-----Original Message-----
From: ANZ_cc_cust_serv_in [mailto:ANZ_cc_cust_serv_in@
Sent: Thursday, September 17, 2009 1:34 PM
To: AAA - Dell Team
Cc: Boss Lady - Dell Team
Subject: RE: Windows 7 Upgrade / Registration. / 39 6311747 (KMM8340628I23241L0KM)
Dear AAA,
Thank you for contacting Dell Customer Service.
We already updated customer service tag. Kindly ask customer to register again via https://win7.dell.com.
Thank You.
Dell Customer Service
Original Message Follows: ------------------------
Hi Care Team,
Customer emailed again about his Windows 7 update inquiry. Please email back with support information.
Thanks!
Regards,
AlAA ™
ANZ Executive Escalation
[...snip another hundred or so lines of previous correspondence]
