RE: Dell refuses to upgrade MCE 2004 to 2005
From: Bob (Bob_at_discussions.microsoft.com)
Date: 11/11/04
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Date: Thu, 11 Nov 2004 12:55:05 -0800
I feel your pain. I really do. We don't have a landline telephone at home,
so I probably used all 800 of my wireless minutes last month to resolve my
problem!
I still like your chances. If I were you, I would call back and try again.
You could tell them that you began your quest to resolve the issue BEFORE the
"grace period" expired, so Dell shouldn't penalize you $450 because THEY
couldn't resolve the issue in time. It might indeed take some time -- and
yes, it might behoove you to call during regular TX business hours, and you
might need to talk to a manager. But I ultimately like your chances. The
"process" is cumbersome and frustrating, but ultimately, I got the sense that
Dell wanted me to be happy with my purchase.
Again, good luck.
"G" wrote:
> Three weeks ago I spoke to customer care and they told me that they would
> take it back but they would charge $450 to do so. They said that since the
> computer was past there grace period for returns that it has "lost some value
> and they need to be re-imbursed". That is the last time I ever but Dell
> again. I am thinking of trying to talk to a supervisor there but it would
> take three hours and I would be transferred all over India before I got one.
>
> "Bob" wrote:
>
> > G, I encountered a very similar problem with Dell. I bought a Media Center
> > computer from them on October 5, 2004 -- yep, just one week before they
> > released the 2005 version of MCE! I learned about the new version of MCE a
> > few days later (i.e., a day after the return deadline...), and attempted to
> > request an upgrade CD.
> >
> > It took me a while to find someone who was competent to address the issue,
> > because the 2005 version was so new. Ultimately, as you did, I learned that
> > the hardware on my computer was incompatible with the 2005 software.
> >
> > That said, Dell did ultimately resolve the problem to my satisfaction: I
> > contacted Customer Care, explained the situation, and asked to exchange my
> > computer for the exact same computer but with the 2005 version of MCE. They
> > did it without a problem. In fact, they even arranged for and paid for my
> > return shipping. I received my new computer a few days ago, and everything
> > is honkey dorey.
> >
> > Bottom line: Have you contacted Customer Care and asked for an exchange? It
> > has only been a couple of months, and under the circumstances, they might
> > still be willing to exchange the computer. You might give it a shot.
> > Couldn't hurt.
> >
> > Best of luck.
> >
> > "G" wrote:
> >
> > > I just read this on Dell's Media Cenetr 2005 webpage:
> > >
> > >
> > >
> > > In our continuing effort to give our customers the very best possible
> > > customer experience, we are not offering an upgrade from Media Center 2004 to
> > > Media Center 2005, since we cannot be sure that every customer has the proper
> > > hardware required to run Media Center 2005 optimally. If you want Media
> > > Center 2005, we recommend you consider upgrading to one of Dell's newest
> > > DimensionTM system that has Media Center 2005 preinstalled so you can enjoy
> > > all the new features in the best possible way.
> > >
> > >
> > >
> > > Way to go Dell, I will never buy another Dell again or reccomend them to
> > > anyone again. I just paid 2K for my computer two months ago and I am sure
> > > that Dell knew that 2005 was coming out and they would not upgrade 2004
> > > users. That is cheating the customer in my book.
> > >
> > >
> > >
> > >
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