Matt Loney's Blog
What it says on the box
Tuesday 6 February 2007, 11:22 AM
Vista upgrades: A case of technology hobbled by business models?
As we start to delve into the intruiging world of Vista upgrades, the following email arrives from disgruntled Microsoft customer Mike Cope:
"After spending over 2.5 hours on the phone with Microsoft's customer service and tech support, they admitted that they are now aware of a new bug with legally purchased upgrade product keys.
Windows Vista Upgrade is advertised to allow users to perform a "clean installation", however, after installing the operating system and attempting to activate it, Vista reports that the product key entered cannot be used because this version must be installed from a previous version of Windows.
Personally, I own Windows 2000 Professional, and so, I had to RE-INSTALL my Windows 2000 Pro, and then try installing my Vista upgrade. However, the installation then reports an error that I do not have enough disk space for the temporary files ... Even though I have a 500GB hard drive with ONLY Windows 2000 installed.
As mentioned, it was only after over 2.5 hours on the phone that a customer service representative told me that Microsoft is now aware of the situation. HOWEVER ... they are unable to provide users with a new product key. In other words ... My legally purchased copy of Windows Vista Home Premium Upgrade is currently USELESS.
Sure it can install ... but I can't activate it, so it will currently expire after 30 days. As a professional cartoonist and multimedia designer, I was extremely pleased with the beta versions of Vista -- at a time when I've been debating about buying a Mac instead. Unfortunately, Microsoft has told me that I'll need to wait until "mid-week" before they can help me anymore. They really dropped the ball this time, and wasted my entire afternoon."
We've been hearing other rumblings of odd policies and behaviours with Vista upgrades - almost certainly a case of technology hobbled by business models. If you have any interesting experiences with upgrading Vista drop us a line.
PreviousComments on this post
Ouch! I hope Mr Cope can get his money back!
Hi Matt,
Here's an interesting update for your readers ...
Since my initial phone call to Microsoft, I've received a pair of calls from Customer Relation Managers. In short, I was informed that the documentation printed on the packaging of all current Vista Upgrades is incorrect, as well as the information on their website at the following URL ...
http://www.microsoft.com/windows/products/windowsvista/buyorupgrade/upgradepaths.mspx
Quote: "You can upgrade from your current edition of Microsoft Windows XP or Windows 2000 to a corresponding or better edition of Windows Vista by purchasing and installing an upgrade copy of Windows Vista ... If you are currently using Windows 2000 Professional or Windows XP Professional x64, you are eligible for an upgrade copy to a corresponding or better edition of Windows Vista, but a clean install is required."
As a solution, I was informed that I would need to return my upgrade copy to the retailer, and purchase a FULL version. When I expressed my concerns that they've misled consumers like myself, I was then informed about a "possible solution" that they could not guarantee would work. Personally, I had already discovered this workaround -- others have too, as it seems to be well documented online.
Still, with respect to the current Microsoft documentation, the rep that called me tonight said that they would be revising this information to make it clearer to consumers.
One thing is clear ... My next computer will be a Mac.
- Mike Cope
