The announcement by Dell that its customers who had Dell PCs bought after 29th June 2009 were eligible for a free Dell
Windows 7 Upgrade was received well by the market. The sensitization of how this was to be achieved was however not as successful. Some customers complained of significant confusion as regard the registration of new PCs and the signing up for the free upgrade.
This mix-up arose largely on the recorded date of sale. Most customers who bought their PCs from Dell authorized distributors before 29th June, 2009 reportedly had a problem accessing the offer since the recorded date of purchase for their PCs on Dells database was the retailers purchase date, which was in some instances, months before 29th June, 2009.
Best Buy, one of Dells distributors acknowledges that indeed there was a problem and particularly came up with a message board to address this issue. Support forums available on Dell's Web site were flooded with customer frustration over how to register for the free upgrade, especially customers who attributed their purchases to MicroCenter and Best Buy.
For those customers who didnt have any mix-ups with the dates, it wasnt a smooth sail either. All a customer needed to do was to put an upgrade assistant CD in their CD/DVD drive, then follow the instructions and upon successful installation enjoy the windows 7experience. However, one customer complained that the installation wasnt a success despite following all the instructions. Insult to injury, every time she starts her laptop the upgrade dialogue box pops up yet each time she attempts to upgrade, it doesnt work.
On its part, Dell has acknowledged that it is aware of the problem and is currently working on ways to ensure that the same doesnt reoccur again. As a remedial measure though, the company has set up a page for its retail customers, from where they can change the purchase date from the retailer's purchase date to the date the customer purchased the PC from the retailer.
On the misguiding information that was being given by customer service employees, that the date the retailer purchased the PC from Dell is the determinant of the upgrade, Bob Kaufman who is the Dell spokesman said that they have properly advised all their customer personnel with the updated information and that the situation is now under control and that they are now handling calls appropriately. Those still experiencing the upgrade problem have been advised to call Dell customer service.
