Computers & Networking

[Shannon8324]

I purchased a Acer X1700 from my local BB this past weekend. The salesman informed me that this computer qualifies for the Windows 7 upgrade program. Awesome, right? Wrong. I am advised by a Geek Squak Agent that I should register for the upgrade now, and will receive it when it becomes available. I try to register at Acer.com and Microsoft.com (both take me to the same page eventually) to find out that I do not, in fact, qualify for this upgrade. I call BB, they again assure me that I do qualify for this upgrade. According to the BB Geek, all Acer models with Vista Home Premium or higher get this upgrade. They are wrong. I am very upset by this point because I was looking very forward to this at the time of my purchase and have grown more and more frustrated with BB telling me over and over again that I qualify, and then having Acer come back and tell me I do not. I feel that BB should have to make up for there miss information. There are going to be lots of unhappy customers if things continue this way. Any suggestions? Please?

[Shannon8324]

Is there any kind of literature I can get from BB to help back up my side of this against Acer? Like a brochure or something?

[Shannon8324]

I will go by and check it out, thanks.

I feel that Microsoft leaving it up to the manufacturers to decide who gets the upgrade was a mistake. I feel like  Acer is using it as a scam to get people to still buy their PCs thinking they will get the upgrade, then finding out they don't qualify, rather than telling customers upfront which PCs qualify and only buying the ones that do, or from one of the competitors.

If anyone can give me any more information about this, please let me know.

[Matthew-BBY]

Shannon8342,

What you have said doesn't make too much sense to me. I would like to research this further for you and see if I can figure out what is going on. 

I have sent you a Private Message so that I can get some more info.

Hope I can help!

Matthew

Community Builder

Best Buy Corporate

[KCMarie]

I have the same problem with a new Dell laptop I purchased July 1 at BB.  The sales guys on the showroom floor said it's eligible, the Geek Squad guy hands me the pamphlet and tells me how to register for the upgrade.  But when I go to register it, Dell says it is not eligible for the W7 upgrade.  The reason according to Dell is that my laptop was purchased by BB April 27.  Huh??  Doesn't matter that I purchased it July 1 according to Dell.

I've talked to local store where purchased and BB Customer Relations and was told by first person at Customer Relations that there have been lots of people with the same complaint.  All the BB ads, the website and the store say my device qualifies but Dell disagrees.... says to talk to BB. 

Pretty disappointing all in all since this has turned into a finger pointing session....

[Scorpion5679]

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KCMarie wrote:

I have the same problem with a new Dell laptop I purchased July 1 at BB.  The sales guys on the showroom floor said it's eligible, the Geek Squad guy hands me the pamphlet and tells me how to register for the upgrade.  But when I go to register it, Dell says it is not eligible for the W7 upgrade.  The reason according to Dell is that my laptop was purchased by BB April 27.  Huh??  Doesn't matter that I purchased it July 1 according to Dell.

I've talked to local store where purchased and BB Customer Relations and was told by first person at Customer Relations that there have been lots of people with the same complaint.  All the BB ads, the website and the store say my device qualifies but Dell disagrees.... says to talk to BB. 

Pretty disappointing all in all since this has turned into a finger pointing session....

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Same here! I bought my dell xps studio 1640 on the 4th of july and they said go here to register for your free upgrade to windows 7 and when i go to register. Its not eligible. WHAT!!! If bestbuy doesnt give me that upgrade, I will be mad at them.

[Nokia]

Please understand that BB will not be the ones offering the upgrade. This is an agreement between the mfg. and the consumer. BB isn't even in the equation. If you have a problem with the program, that would be something you'd have to talk to the mfg. about.

[Matthew-BBY]

Nokia you are partially correct. In the case of the Dell systems Best Buy is in the equation as we purchased the computers from Dell and that is the purchase date that Dell is showing for the computers. Best Buy is working with Dell to get this issue resolved. We hope to have a resolution in the next few days regarding this issue.

Thank you all,

Matthew

Community Builder

Best Buy Corporate

[Shannon8324]

I feel that if BB is telling their customers that these systems come with the upgrade, they are putting themselves into the equation. If they sold the systems, and left it up to the customer to find out then that would be different. Since they are using this as a selling point, atleast in my situation it was, then they should take responsibility when the information they provided was incorrect. If they were told by the manufacturer these systems would be eligible, and later turn out to be, then BB should do a little more to help out the customer than just say, "sorry, we can't make Acer do anything" which is what I have gotten.

[maynard7]

The same thing happened to me with my new Acer.   I bought an AS4730-4947.

Acer does not have any list of what models do and do not qualify for the free Win 7 upgrade.  I sent them faxes and e-mails and somebody called me from the customer service department.  He said that my model did not qualify because it was manufactured in Feb 2009 (even though I was the first owner....it was not a refurb.).   It has Win Vista Premium and meets all the other requirements. 

I told him that Acer needs to publish a list on their web site so that people will know before they buy.  I also told him that some people have posted that they even had a sheet of paper inside the box saying their computer was eligible for the Win 7 upgrade, when in fact it wasn't. 

He said the only way to know for sure was that there would be a sticker on the outside of the brown box the laptop comes in.  I told him that this would probably work at a retail store, but not for online purchases.  Since there could be restocking fees associated with returning a laptop, it's important that they do this. 

At any rate, that's what I can add to the story.   If you'd like to talk to Acer's customer service in the USA (yes, you actually will speak with Americans at this phone number), call them at 800-845-2237.  Tell them you're not happy, and maybe they'll make some changes. 

And, Best Buy (along with other retailers) need to train salespeople that not every model of computer will get this free upgrade, even if they have Vista Premium, and were bought after June 26.