Consumer Nightmare: Vista Express Upgrade

You bought an Windows XP-based PC--before the Vista launch--and heard rosy promises of an OS upgrade. But scoring Vista has been a painful process for many. Nearly two months after the release of Microsoft's newest PC operating system, many customers who signed up for the Windows Vista Express Upgrade program when they bought a Windows […]

You bought an Windows XP-based PC--before the Vista launch--and heard rosy promises of an OS upgrade. But scoring Vista has been a painful process for many. Nearly two months after the release of Microsoft's newest PC operating system, many customers who signed up for the Windows Vista Express Upgrade program when they bought a Windows XP-based machine are still waiting for their software.

Due to large order volume, misdirected security measures, poorly communicated expected shipping dates, and simple breakdowns in customer service, the upgrade process for some people who purchased a PC in late 2006 and early 2007 has been slow and painful.

The problems with the program--which PC World had concerns about from the day it was announced--appear to be widespread. PC World readers who purchased new HP and Toshiba PCs have expressed dissatisfaction with the process; both those companies opted to have their upgrades handled by a third-party provider, ModusLink, which Microsoft had suggested to them. However, consumers also have been unhappy with companies like Dell, which opted to handle the upgrade process itself. Amber Bouman, who writes PC World's "On Your Side" column, addressed the Vista upgrade issue in March.

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Microsoft, Windows Vista, Vista Express, Windows XP, License, Licensing, Consumer, Upgrade