Users angry over slow Vista upgrades

Consumers who are eligible for free upgrades to Vista are complaining about the difficulties they are facing registering for their copies.

Problems people are experiencing include bugs on the websites they have to use to register to long waits for the upgrade DVDs. One manufacturer, Dell, admitted its site had some problems but these are now fixed.

"We've completed work and additional testing on the Dell Vista upgrade site in an effort to get it back online. If customers still can't access it, we advise that they clear their browser history, delete cookies and files, then try the site
again.

"If customers can access the site but find that it still does not recognise their service tag even though they meet the upgrade requirements, we advise that they contact Dell Customer Care," said a company representative.

PC World said it had no knowledge of problems but Moduslink, one of the companies sending out the upgrade DVDs for manufacturers admitted there had been snarlups.

It said other problems facing the industry was the overwhelming interest in the upgrades and the fact that delivery of DVDs is also dependent on when the manufacturers sent out the software, including Vista image, that it needed to send to consumers.

Readers have flooded sister title PCW with complaints about the upgrade scheme and Moduslink's handling of it. It denied it was ill prepared for the Vista upgrade scheme, telling PCW: "The volume is extremely high. The volume itself was anticipated but there were some specifically high spikes." 

A spokeswoman accepted there had been some problems with the system, but said these have now been fixed, although readers tell a different story.

One complained: "I've been trying since December 27 to order for my HP Pavillion yet they haven't been able to validate my COA, even after 10 emails and three phone calls claiming they will phone me back."

Another said: "I'm trying to order my free Vista upgrade. But with no success. I've spent over six hours emailing and phoning!"

However, Moduslink says the average wait is around four to six weeks. People having problems should contact the relevant PC manufacturer running the offer.

See also:
Moduslink responds to Vista criticism
Vista express upgrade on hold

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