Moduslink Windows Vista Express Upgrade Meltdown

I have been publicly silent for nearly three months. Against my better judgement, I even withdrew a previous post to this blog on this topic when it was requested of me. I am now fed up with the run around and will now post information I have obtained regarding the scam that is called the Windows Vista Express Upgrade program.

As background I will now re-post my original blog entry that caused such a stir that I got an urgent plea to remove it. At the time, I felt confident that the alarm bells I rang on this issue had been heard at the highest level and appropriate action would be taken. Not wishing to cause further anguish, I acquiesced and removed my post just four hours after I originally posted it. Based on events that have since transpired, I believe it was a mistake to do so. Here is my original post:

Originally post November 21, 2006

Windows Vista Upgrade Redemption Fiasco

Okay, I am going to try to write this story without assigning blame but I would strongly encourage my former colleagues at Microsoft to take ownership of this problem and address it before it gets out of hand.

A week ago, I decided to order a new computer in anticipation of the release of Windows Vista at the end of January. I have been playing with the beta release up through build 5744 and have gotten interested in upgrading. It's been about three years since I upgraded my computer so I'm ready to take advantage of the new dual core chips from Intel, and all the updated speedier peripherals.

I've been building my PC's from scratch for years so I headed back to my favorite website for technology - Newegg.com. I spent a few weeks researching various components and finally pulled the trigger a week ago. I went with a system based around the Asus P5B Deluxe motherboard in an Antec Sonata II Case and a Geforce 7900GT based fanless 256mb Asus PCI-E graphics card. Because the fanless design of the motherboard and the graphics card the system is tombstone quiet when running. Just the way I like it.

Anyway, along with the hardware I ordered an OEM copy of Windows XP MCE 2005. Newegg promoted this version as coming with a free upgrade to Windows Vista Premium as part of the Vista Upgrade Express program. The software came with the required "Windows Vista Upgrade Redemption Form" that includes a serialized number in the upper right hand corner. The form instructs you to sign on to a website at moduslink.com and fill in the upgrade details to secure your Vista upgrade when it is ready to ship.

Well, after inputting the Serialized" number I was given, I was told by the web site that the redemption number was invalid and offered no further explanation except an email address one could try. After a few more attempts I became irritated. This is not the experience that a paying customer should have. So, I used some detective work using Google and very quickly was able to contact by phone a principal at Moduslink. I will preserve this person's anonymity as this person turned out to be extremely helpful and I feel a bit sorry for this person's predicament. After explaining my problem and past employment at Microsoft, this person very kindly walked me through the website using an alternative redemption number that the Moduslink employee provided. The Moduslink employee carefully explained the redemption number Newegg.com had given me was invalid and would never work. The person also mentioned that the redemption number specifications given to Moduslink by Microsoft were causing problems and that Moduslink only had about 8 weeks to get this upgrade site up and running. It was mentioned that another authorized reseller had already issued some 800k invalid redemption numbers. You can imagine the headaches that must have caused. This Moduslink employee was extremely helpful and told me in detail what the numbers meant and how the Newegg.com number was not valid. I thanked this person profusely and I was able to successfully complete my upgrade order. Obviously, this person can not help every individual with this problem. Something needs to be done at a higher level (Microsoft) to ensure this upgrade process goes as smoothly as possible. Based on my experience there could be a significant number of people trying to upgrade to Vista and become very frustrated and fail. I am sure this is not the customer experience that Microsoft is aiming for.

As a public service, I decided to call Newegg.com and inform them of the situation. I talked to a nice CSR who was very interested in my story and promised to "bump it up" to management to make sure it was addressed. He even offered me a $25 Newegg gift certificate for my trouble which was completely unexpected. I have always had a wonderful service from Newegg.com and I hope they take my feedback seriously and attempt to rectify the problem along with Microsoft's and Moduslink's help.

As I mentioned, this post was only on the web for four hours but caused quite a storm (I have my server records) because I received an urgent plea from my contact at Moduslink to remove or change my blog. I believe I reported what I was told accurately but the Moduslink employee claimed there were inaccuracies in my post. In the past 72 hours, I have attempted to talk to my contact at Moduslink by phone and email. My phone call went to another Moduslink's voice mail and my email remains unanswered. It would appear that my Moduslink contact is no longer with the company?

Since my original interaction with Moduslink, I have sat patiently for nearly three months. Periodically, I would check my order at the Moduslink web site. Fifty percent of the time, I would get an error message that an error had occurred and to check back later. Other times I would be able to retrieve my order and it would show no change with only the message "COA validated" but no comments about the confirmation of my POP (Proof of Purchase).

Now I was aware that the Windows Vista Upgrade could not ship before January 30th, 2007 but I would think that in the more than two months leading up to the release Moduslink could have processed my POP?

As the release of Vista came and went, I became concerned about the status of my upgrade. Attempts to contact Moduslink by email were extremely frustrating. In the past ten days, I did finally receive an email from Moduslink that claimed they never received my POP. This is a clear slur at the USPS. Now we are moving into the murky world of rebate redemption centers. I am one hundred percent certain that my mailed COA confirmation and POP was received by Moduslink within one week of my mailing it on November 21, 2006. I have mailed my mortgage payment for twenty years and never had a payment lost. I mail in thirty to fifty rebates a year and they are always received unless I get a dishonest processing center that I then have to exert pressure (Better Business Bureau, etc.) to come clean. For Moduslink to use the excuse that they did not receive my paperwork, is dishonest and not credible.

The email I received suggested that I could resubmit my POP by email for verification. The mail did not suggest a format, so I sent the original PDF files of all my documents that I had carefully preserved before placing them in the mail. The email claimed I would get a response within 5 business days. That deadline has now passed without any response.

This brings me to the general topic of rebate redemption in the computer industry. Several articles have been written about this topic and reveal some very interesting facts. For example, some forty percent of rebates are never submitted by consumers. This is money in the pocket of manufacturers and rebate redemption centers. These articles also talk about the incentives the rebate centers have for not processing rebates which results in kick backs and money in the bank for the rebate center. The rebate centers engage in "breakage" where rebate centers successfully challenge submitted rebates (i.e. did not receive paperwork, wrong barcode, or rebates never submitted). Other techniques are "slippage" where mailed rebate checks are never cashed (because the mailed checks are made to look like junk mail and are thrown out by the consumer).

Based on this knowledge, I now believe that a form of breakage and slippage is taking place at Moduslink. For example, one theory could be that for every COA that is validated on the Moduslink website but the required POP is never validated (i.e. never mailed, never received, deemed invalid by Moduslink) results in a monetary credit to Moduslink from Microsoft. At this point, this is just a theory but it is credible.

I have researched the topic of Moduslink and the Vista Express Upgrade using Google. I have read hundreds of puzzled forum postings about the Moduslink website and the lack of satisfaction with this process. More and more articles are starting to appear in the media. One of the most telling is an interview with head of Marketing at Moduslink - Christine Pothier. At no point does she accept responsibility for the apparent problems with the Vista Express upgrade. She clearly tries to move the blame from her company to the "OEM's". The contention is that the OEM's are holding things up by dragging their feet on checking the compatibility of already sold "Vista Ready" systems for eligibility for the Vista upgrade. This is absurd. Furthermore, in my case I bought a box of parts from Newegg.com. After Newegg shipped my box of parts and the Vista Express upgrade form, they are out of the picture. To claim OEM's are the bottleneck is pure obfuscation on Moduslink's part.

Ms. Pothier also makes the statement:

"We are sending out the product; the delivery time frame is 4-8 weeks - that was a timeframe set by the individual OEMs [original equipment manufacturers]. Our customers should receive the product 4-8 weeks after the general date [Vista launch date]."

Okay, let's take her at her word and use the four week timeframe. That would mean I should receive the upgrade by February 27. Considering Newegg is not an OEM that is involved, it should be sooner? Somehow, even though Moduslink has had my POP for three months, I will not be surprised when I do not have my Vista Express Upgrade in my hands on February 27.

To wrap up, I will mention that I decided to purchase a separate OEM copy of Vista Home Premium for a second computer (unrelated to this Moduslink fiasco). I ordered the Vista OEM Home Premium from Newegg.com on January 26, 2007. The kindly UPS man dropped my Vista OEM on my doorstep on January 30, 2007 - the day Vista was released! Now that is customer service.

Followup on 'The Grapes of Math'

I contacted the Washington City Paper about last week's great article on the Travesty known as Montgomery County Department of Liquor Control. My comments were deemed worthy and were printed as a Letter to the Editor:

For years I have railed against the horrible selection of wine at the Montgomery County Department of Liquor Control. I knew that the county controlled things with an iron fist. I would read about a great wine in the Wall Street Journal, run down to my local DLC outlet in Kensington, and be met with blank stares when I requested wine I had read about. I knew a private business would jump through hoops to meet my requests.

Now I know the real truth, and it is worse than I could ever imagine. Kudos to you for getting Jeff Black to speak so candidly. I regularly dine at all of his restaurants.

Chris Barker
Kensington, MD.

There was also a great letter from the group Marylanders for Better Beer and Wine Laws:

The Grapes of Math Tim Carman and the Washington City Paper have done us all a public service by exposing the byzantine government-run alcohol distribution system that exists in Montgomery County (“Pain in the Glass,” 2/9). Finally a bright light has been shone on a broken system that results in higher prices and worse selection for wine consumers, lost time and money for small business owners, and less economic development for the county as a whole. While Citronelle’s Mark Slater wonders “why the citizens of the county even let that stuff go on,” the fact is that most citizens don’t have the time or gumption to figure out why wine prices are higher at restaurants in Montgomery County, why there aren’t more wine shops, and why they have to drive across the county to find a county-run liquor store. This, in addition to the fact that they can’t buy beer and wine at the grocery store or order wine online from finewine.com. What many consumers do know is that it’s easier and cheaper to buy beer and wine in Virginia and the District, so they do. There is a consumer movement afoot, however, to change all of this—to bring Maryland’s beer and wine laws into the 21st century. If we have it our way, fine wines in Montgomery County won’t cost any more than they do in the District, wine and beer will be sold a few aisles down from the steak and seafood at the grocery store, and we’ll be able to get fine wines shipped direct to our doorsteps from wineries around the world. To paraphrase Citronelle’s Mark Slater, we citizens aren’t going to let these stupid laws go on any more.

Scott Ehlers
Executive Director
Marylanders for Better Beer and Wine Laws
Hyattsville, MD.

Maybe we can get some traction with this?

The Travesty of the Montgomery County Department of Liquor Control

A great article appeared in this week's City Paper about the entity known as the Montgomery County Department of Liquor Control. I have complained about the byzantine system of wine distribution in Montgomery Country for years. I knew it was awful from a consumer standpoint. I had no idea how bad it truly was. I was impressed that Jeff Black owner of several quality restaurants in my area was willing to speak bluntly and on the record.

I am not going to mince words. Montgomery Country, by continuing the travesty that is the DLC, is practicing pure unadulterated Communism. From now on, I will refer to the DLC as the Department of Liquor Communists. The head Commissar of the DLC is George Griffin. He took over the DLC "after disgraced director Howard L. Cook Jr. was forced to leave for misusing a county credit card (among other misdeeds)." The DLC has a wonderfully colorful history.

Among arguments Commissar Griffin puts forth as justification for the DLC's existence are "lower rates of underage drinking and fewer alcohol-related traffic fatalities for people under 21." Well, since the US kills about 50,000 people annually in traffic related deaths (drinking and non-drinking related) why don't we just merge the DLC with the DMV (Department of Motor Vehicles). Think of how many lives we can save then!

The real reason the DLC exists is money. Some "$22 million" of it according to the article. The Montgomery County government is addicted to this revenue stream just like local and federal governments are addicted to the cash cow of tobacco settlement income. Socialist government's like this love to practice social engineering on it's proletariat by legislating where and when socially unacceptable behavior like drinking and smoking can be conducted. Remember Montgomery County is the place that tried to ban smoking outdoors (Friendship Heights) and ban Santa Claus (Kensington).

The existence of the DLC should be put to a referendum and let the people decide its fate.

WETA Followup

After calling WETA the other day and talking to Daniel McCoy at WETA I received a reply posted below.

While the reasons stated in this email are interesting, I still contend they are shortsighted and problematic. For instance:

1. When all analog broadcasts go dark in 2009, will WETA still persist in not broadcasting their primary programming via DTV OTA? Doesn't that cut out a lot of viewers that only view OTA signals?
2. What about when more devices such as phones and personal computers have the capability to view DTV transmissions? Doesn't that unnecessarily cut off these potential viewers?
3. Some people like myself can get excellent DTV OTA reception of WETA's signal. On the other hand, WETA's analog signal is prone to multipath in my location and can become unwatchable at times.

Here is the official WETA response:

Dear Mr. Barker,

Thank you for watching WETA, and for taking the time to write about the recent change our digital programming.  I appreciate the opportunity to respond.

Until this past week, we were simulcasting our analog signal on channel 26.1 from 6 a.m. – 6 p.m. Mon. through Fri., and 6 a.m. – 12 noon on weekends as part of the 4-Standard Definition (SD) daytime lineup.  We would then slide the simulcast service to channel 26.2 for prime time and overnight (6 p.m. – 6 a.m. M-F, 12 p.m. – 6 a.m. weekends) as part of the 1-HD/1-SD evening lineup.  That simulcast was originally set up to comply with FCC regulations requiring a simulcast service.  Recent relaxations of these requirements and improved technology have allowed us to expand our digital broadcast and provide all of our digital channels 24/7 without a simulcast of our analog signal.

We have recently put new digital encoders online, which has enhanced our digital offerings in two ways.  First, it has improved compression rates, while maintaining picture quality, which allows us to broadcast our 1 HD channel and 3 SD channels 24 hours a day. Second, it simplifies operation of the automation and encoding systems by providing service 24 hours a day on all four digital channels.  This also simplifies the Electronic Program Guide for both off-air and cable systems as no program service "jumps" channels any longer.  The technology of the new encoders also leaves room for more improvement in signal quality, so we expect things to improve over time.

Unfortunately for some, this expansion of service does not allow room a simulcast of TV26 on our digital channels.  Viewers can always tune into our analog broadcast of channel 26, but will now also have the opportunity to see HD programming 24/7 and variety of other digital programs through the night.  We hope you find some new programs that you will enjoy as we expand our program offerings.
 
If you have any further questions or comments, please let me know.

Thank you again for watching WETA.

Sincerely,

Daniel P. McCoy
Audience Services Coordinator
WETA
703-998-2724
dmccoy@weta.com

WETA Abandons Analog Simulcast on DTV 26-2

I just got off the phone with a person named Daniel at the WETA offices. He confirmed that WETA has permanently abandoned simulcasting their main programming analog feed on OTA DTV channel 26-2 or any other sub channel. I asked the reasoning for this change and he could not provide a one.

I told him I felt this was a stunningly bad decision and would result in my being unable to watch his channel's main programming since I only watch DTV (SD & HDTV) OTA to the exclusion of analog broadcasts. He said he would relay my feedback but I don't have much confidence it will have any impact.

This change in programming makes no sense whatsoever. It's as if WTTG decided to only show the Fox News cable on their DTV transmission.

 
I suggested that someone from WETA's engineering staff monitor the AVS Forum for valuable feedback about how their DTV OTA signal is being received and critiqued.

This is one of the strangest developments I have yet to encounter in the forced march to DTV transmissions in 2009.

Windows Live Writer

Just installed the new Windows Live Writer blogging client. Nice that it supports competing blogging services. I may have to restart my blogging activity to try out the new features.

Microsoft - The Next GM (General Motors)?

A lot of ink and cyber ink has been spilled about the recent woes of Microsoft and their much publicized delay for Vista - The Next Generation OS.

There has also been much written about the woes of GM (General Motors) and their steady decline. Much of the blame has been laid at the feet of the unions and you won't get much argument from me as all the failing industries (Airlines, US Car Makers, Teachers, Symphony Orchestras, etc.) today are heavily unionized. But in the case of GM, much blame can also be laid at management and the steadily deteriorating style, excitement, and quality of products they offered for sale. It this feature that I think bares some real resemblance to the current day Microsoft. Could Microsoft be the next GM that will rapidly decline into irrelevance?

I find it interesting that Bill Gates has been oft quoted as being a fan of Alfred Sloan who led GM. Could Microsoft and Seattle become the new rust belt of American Capitalism?

My tenure at Microsoft from 1993 to the beginning of 2000 was an interesting ride. By the end I had become convinced that Microsoft was running out of steam and that it was no longer a place that had any attraction for me to work there. During my time at Microsoft, I helped move tens of thousands of users in various Government agencies from DOS word processing to the then modern GUI interface of Windows and Office. It was a revolutionary time. I also worked hard to lobby for more Internet features in the Windows before the Windows 95 rollout. Sometimes, I would get a lot of push back from Microsoft corporate developers about the need for Internet capability. From my involvement in technical Government sales, I was sensing the pressing need for Microsoft to get on the Internet train. Of course, Bill finally had his "epiphany" about the Internet (better late than never) and a sea change was underway.

Microsoft is now in the unenviable position of producing the software equivalent of the bland "K Car" (a Chrylser product but GM also churned out bland me too products). Sure they sold skid loads of software to businesses just as train loads of K Cars were sold to fleet users, etc. Nobody had any passion for the cars just as Microsoft products no longer generate much love or passion for their products. One simple fact is Microsoft simply has just too many products. Just scan their newserver list to see list after list of products that many people have probably never heard of. In a recent article in the Washington Post about American Car manufacturer woes it makes the comparison of large number of brands and cars that American manufacturers make compared to European and Asian manufacturers who only have two or three brands in total. If I were Bill Gates, I'd slash and burn at least 50% of the products that Microsoft currently makes. Boil down the company to its bare essence and go hells bells on that core that makes real money and make these products best of breed. Jettison all the money losing products.

I don't have time to explore all of my comparisons to GM but I may revisit this topic in a further post. Bottom line is Microsoft peaked on August 24, 1995 (Windows 95 launch and my birthday by coincidence). I was there and participated. It is now ten years and counting and the decline of Microsoft is becoming extremely apparent.

Billg as softies refer to Bill Gates was often cited as saying that he was afraid of Microsoft turning into an IBM (large, slow, lumbering, etc.). Bill, it's worse, Microsoft has become the next GM!

Marin Alsop Debut at Strathmore

Just returned from a great concert at the one year old Strathmore Concert Hall in Bethesda, MD. This evening was special because it was the debut of the newly appointed BSO conductor Marin Alsop. I've bought a number of Ms. Alsops CDs on the German Naxos label. I have been impressed with the wide range of her repertoire. She has performed many modern composer works such as Phillip Glass and John Adams. Tonight she performed the 1st symphony of Baltimore born composer Christopher Rouse. It was the hightlight of the evening for me.

This was my first concert at Strathmore. The facility is gorgeous and the concert hall seems pretty near perfect acoustically. I had a second row orchestra seat and the sound was extremely balanced and clear. I had no trouble hearing all of the sections of the orchestra even though I was far off to the right side.

Here's a shot of the concert hall. All wood construction. Seats are very comfortable with plenty of leg room.


There was a Q&A session at the conclusion of the concert. I got to ask Marin if she would consider playing some Frank Zappa orchestral music. She said that she already does perform some pieces. I will be excited to see if this comes true in the future! I think it would be a great thing if the BSO with Marin Alsop performed Zappa considering that he was born in Baltimore.

Robert Fripp recording session for Windows Vista theme

My Microsoft friend, Keith, just sent me the link to a 25 minute video of a recording session Robert Fripp was doing at Microsoft HQ for the new Windows Vista theme. Very cool! First Eno (earlier Windows versions), now Fripp. I can't wait to hear the final theme that is developed. I think Microsoft should call the next version of Windows - "No Pussyfooting".

A new song for Christmas

Playing with an updated version of SampleTank 2 and had an inspiration for a new song. It's a variation on the carol God Rest Ye Merry Gentlemen. I used Tracktion 2 for this session. I am really starting to dig this software. Very user friendly and quite stable. It's a nice change of pace from the complexity of Sonar.