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Moduslink defends record on Vista Express upgrades
Here is the full statement from Moduslink about the latest hassles over Vista Express upgrades:
The online Upgrade program officially ended [...on] May 31st, but we did extend the phone and email support past that date to support customer inquiries. Just about all customer orders have now been shipped and for the most part, the only remaining shipments are for bulk order customers that were handled a little differently.
Like the customer you reference, there was a small group of customers whose orders needed to be cancelled when we were unable to process payment. At the time a customer placed their order,
ModusLink only placed a reserve authorization on customers' credit cards--because, by law, we are not able to withdraw funds until the product ships. No charges would appear on customers' credit card billing statements until the product shipped.
When we received the product from the PC Manufacturers and were able to ship, we went to withdraw the necessary funds and some customers' cards were declined. After multiple attempts to process payment failed, we contacted all affected customers informing them that they would need to re-enter their order and provide valid payment in order to complete the transaction.
We realize that some time passed from point of order to shipment for some customers, but as you will recall from our previous discussions, ModusLink did not receive the necessary product media from the PC Manufacturers when originally expected which caused delays in commencement of shipping. We did not receive the materials to ship until the mid-March timeframe and as late as the end of April for some vendors.
We do sincerely regret that this caused frustration for some customers. We did work with these important customers, providing ample time for them to respond to this request and assisting those who called the support lines, in re-entering their orders in the system. Cancelled status would also appear on the website when these customers checked the status of their order. These customers were never charged for the product at any time during the process and obviously will not be charged.
At this late stage, customers that did not comply with the request to provide payment, will need to contact the PC vendor directly. The PC manufacturers we are working with are aware that we needed to cancel some orders for non-payment due to credit card declines.
Actually the customers that did'nt receive Vista are the lucky ones its completly hopeless causes nothing but problems and uses up alot of memory, stick with XP as long as you can
Posted by Steve Evans | July 6, 2007 3:10 PM
In my case the ModusLink help desk asked for the fresh credit card details to be input via their website. Unfortunately their website didn't support my supplier and therefore couldn't be used for this purpose. All I then got from their help desk was advice to email them, which only got automated responses.
If they are so helpful why are people complaining.
Posted by Marcus Bateman | July 6, 2007 8:45 PM
This doesn't explain anything to me. Me and a friend of mine purchased Gateway laptops in early January 2007 mere weeks before the release of Vista we were of course promised free upgrades to Windows Vista Premium. All we had to do was follow a link and enter some info and fax copies of our receipts to a specific fax number. I had my friend do all of this. He sent the information for both of us. I received my copy months ago, but he has yet to receive his. Upon tracking his order he is only told the shipment should have shipped 04/15/07. However he has never received it. He has tried in vain to contact someone regarding his order the only telephone number he has leads to a voicemail and upon sending an email he is only told that the program is over and he just needs to go and buy one. He has contacted Gateway, Best Buy (who he bought the laptop from), and Microsoft all of whom pushed the blame away by saying they had nothing to do with it and giving him the same telephone number which takes him to the voicemail. I think this is absolutely terrible Customer Service and that Moduslink is full of it. So I ask: What about the customers that never received their free upgrade! What about those customers? If he had of know that he would not receive his free upgrade then he would have waited the 2 or 3 weeks until Vista comes out!
Posted by Bree | July 16, 2007 11:57 PM
I was told today that I fall into this "small group" even though I had been told - on two separate occasions - that my order had already been shipped. I did not recieve ANY communication from MODUSLINK that there was any problem with my order or my credit card. Here's my timeline:
a. 31 JAN 2007 - Original Order placed on-line, assigned order number 1893962, Credit card checked and authorized.
b. 23 FEB 2007 - Checked Status on-line, not able to located order - sent e-mail to MSTUPVISTA
c. 23 FEB 2007 - Received e-mail from MSTUPVISTA requesting resend of proof of purchase
d. 23 FEB 2007 - Resent Proof of Purchase
e. 24 FEB 2007 - Received confirmation of receipt of Proof-of-Purchase
f. 22 MAY 2007 - Requested Status of Order from MSTUPVISTA
g. 23 MAY 2007 - Received E-mail from MSTUPVISTA that the order had been shipped and should be received within 4-6 weeks
h. 18 JUN 2007 - Requested Status of Order from MSTUPVISTA (8 weeks since date order shipped)
i. 19 JUN 2007 - Received E-mail from MSTUPVISTA that a replacement order was being shipped and that it should arrive within 3 weeks.
j. 16 JUL 2007 - Requested Status of Order from MSTUPVISTA (4 weeks after last e-mail)
k. 18 JUL 2007 - Notified by MODUSLINK that they "apologize for the cancellation of your order. The reason for the cancellation is that when we went to finalize the charges your card declined. Please contact your manufacturer for further assistance in acquiring your upgrade."
These guys make AOL customer service look angelic in comparison.
Posted by RC in MD | July 19, 2007 3:07 AM
Still waiting 15 Vista and 15 Office 2007 upgrades. Haven't even received order ID's yet even though completed all the bulk request forms Moduslink sent me.
Seriously annoyed with Microsft for this fiasco.
Posted by teddie | July 23, 2007 12:21 PM
Still waiting 15 Vista and 15 Office 2007 upgrades. Haven't even received order ID's yet even though completed all the bulk request forms Moduslink sent me.
Seriously annoyed with Microsft for this fiasco.
Posted by teddie | July 23, 2007 12:23 PM
check your bank statements. they told me the stuff about not being able to process debit card payment. i did pay by the bank transfer instead because of the threat of no upgrade. now they have taken the debit card payment too. was promised refund, that hasn't come either
Posted by angry man | July 30, 2007 5:29 PM
Same here as Angry Man, they said they wouldn't process my card details and said I had to send payment in 10 days or my order would be cancelled. I sent them an electronic payment and then they took another payment when they say they shipped the disc. I was promised a refund over two months ago and it's never appeared. In addition my disc has never arrived and I've paid for it twice! Website now closed and no way of contacting them about it!
Posted by Brian | August 9, 2007 11:12 AM