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11-21-2009 02:11 AM
Thank you for your email regarding the Windows 7 Upgrade Program. We understand that this is regarding the status of your order for the Windows 7 upgrade. We realize the importance of this concern and we will be more than happy to assist you.
We would like to inform you that we started shipping out the Windows 7 upgrade kit. However, on the exact date when you will receive it, we still don't have any updates yet. Please be advised that you can check the status of your order on this link:
Should you have any other concern, please don't hesitate to email us back. We are looking forward in doing business with you again.
Windows 7 Upgrade Program Customer Care
Your reply is not acceptable.
Did you actually read and understand my concern?
I don't think so.
You send the same canned response to everyone, don't you?
The FACT IS that your company has handled this job is the poorest manner possible.
In Process = preparing order for shipment. Typically 3-5 business days.
Tell me what good it does to have status codes if they are totally meaningless?
I suggest that you create a new status code called "in limbo".
In Limbo - we have no earthly idea when your kit will ship as we are totally incompetent
Let me try to explain to you why you need this new status.
This status is at least honest.
You see, as I mentioned in my last email, my order status changed to "in process" back on November 12th.
Based on the fact that your website states that I could expect the order to be shipped in 3 to 5 business days, I would have expected the order to be shipped between Nov. 16 and Nov. 18th. Well, obviously, those dates have since expired and the order status is still "in process". What, did your company take a few days off because you've been working too hard?
Do you think there is any chance that my kit might get shipped before Christmas of this year?
Surprise me this time and send a reply that is not copied and pasted from a set of canned responses.
Funny how you say that "you are looking forward to doing business with me again".
If I had a CHOICE, yes a CHOICE in the matter, that would NEVER happen.
Please try to make me understand why it is taking so long to perform a SIMPLE task of printing a mailing label, adhering it to the kit and placing it in the mail?
You'd earn a lot more respect from the community if you'd just be HONEST with your clients.
I'd rather have truthful bad news, that good news that is a total fabrication.
On October 28, I received the following information in an email from your company:
Thank you for taking advantage of the Windows 7 Upgrade Option Program from HP.
This email is in reference to your order number 222xxxxxxx.
HP is getting everything prepared for the global launch of Windows 7 on Thursday, October 22, 2009.
You can expect to receive your upgrade kit between November 12 and November 26, 2009.
Now, why would a company send out an email like this that contains blatantly false statements?
Companies that lie should NOT expect to get repeat business from its customers.
I would like a new email sent that contains the truth.
I expect and demand the truth.
If the truth is that you can not give me a better estimate of when my order will ship, then I guess I will have to accept that. It pretty **bleep** sad that you have so little control or knowledge about what is going on in your company that you can NOT provide that simple detail.
Why can't you provide it?
Can you answer that?
I'm just curious.
Can you understand that?
11-21-2009 02:31 AM - edited 11-21-2009 02:35 AM
Want some more entertaining material?
Here is an email I received from them a few days after the Oct. 22nd release date:
Hello Bob, This is in response to your email regarding the Windows 7 Upgrade Program. You will be pleased to know that the official release date of the Windows 7 was on October 22, 2009. We have begun shipping the upgrade kits. Please know that we are following the first come first served basis, and that there is no specific date as to when you will receive your Windows 7 Upgrade Kit, however, you can expect the shipment details and the tracking number/link to be available after your order has been shipped on the View/Track Order page in the link below:
Here was my reply to them:
Thanks for replying, I really appreciate the information.
I'll just have to be patient while the orders ahead of mine are being processed.
I have only one other question or suggestion.
Would it be possible to estimate when my upgrade kit might be shipped?
We need only two pieces of information that you may be able to obtain if you know someone in your company that has query access to the database that contains the orders table.
1. How many accepted and unshipped orders are ahead of my order in the fulfillment queue?
2. Approximately how many upgrade kits are shipped in a single business day?
Item 1 divided by Item 2 = approximate number of business days before my order will ship.
It would be just toally awesome if something like that could be done so that the estimated shipping date (or even remaining business days) could be shown on the order status page. I think that would substantially cut down the number of inquires to the status page. I'd be happy to help with the programming.
Anyway, thank you again for the info.
P.S. Where there really 17x,xxx HP Win 7 upgrade kit orders ahead of mine?
11-21-2009 12:23 PM
The past few days they've been telling people that they plan to ship all initial orders (orders placed up until end of October) on Wednesday, November 25.
At this point, they say that everyone will receive it by December 4th (Friday). Based on the fact so many people have been told this, I think it's fair to keep your fingers crossesd its true.
I understand many people are frustrated about their orders. I've learnt though that the call center has nothing to do with the fufillment center. The only thing they do is provide your address and info to the fufillment center. It's practically like calling HP to do your groceries. They probably won't be able to help you.
Hopefully the end of the wait is near based on what we've been told recently.
11-22-2009 04:57 AM
11-23-2009 10:31 AM
Seeing how I did not order groceries from HP, I would not be calling them about my grocery order.
The fact that they can't give us a decent estimate about our orders simply reflects on their poor decision on how to handle the upgrades.
I hope the Dec. 4th rumor is true, because it sure beats the response I'm getting from them (no reponse to 'we have no idea when your order will ship').
This is day 8 of my order being "in process" status. Typically ships 3-5 business days after going into "in process" prior to shipping is a bunch of smelly B.S.
11-23-2009 04:06 PM