New Sony Vaio Windows 7 Upgrade (Caution!)

This is just information for anyone who recently purchased a new Sony Vaio.

Here we go...

I recently purchased a VGN-SR490PBB which came with preinstalled XP Pro. According to all the literature, I am entitled to a Windows 7 Pro (32-bit) upgrade. I proceeded to install the Recovery Media Kit that came with my laptop. The recovery media says basically, "Use this Recovery Kit to recover the preinstalled operating system and applications..." It installed Vista Ultimate (64-Bit). I am being shipped the Windows 7 Pro (32-bit) upgrade from Mentor Media. So you can probably see the issue already, 64-Bit OS installed, 32-Bit upgrade disks in the mail. Not going to work.

So here's what happened so far (whole process below took 2-hours).

1. Chatted with a live person from Sony's Tech Support person, who directed me to Mentor Media.

2. Called Mentor Media. Actually talked to a live person, who said they didn't have the authority to do anything.

3. Chatted with Sony Tech Support, who directed me to call Sony Tech Support.

4. Called Sony Tech Support. I got in to a bit of a discussion with level one support. He kept saying I was only entitled to Windows 7 32-bit and it will install just fine. Well, of course, I argued this with him. The tech actually raised his voice at me out of frustration. I told the tech not to raise his voice and that I needed a resolution.

5. Sony Level 2 Specialist gets on the phone. Listens to the situation and verifies the issue, saying that the upgrade disks for Windows 7 Pro (32-bit) won't even work with Vista (64-bit) installed. So he is calling the department that configures the laptops and is going to get the correct version of Windows 7 shipped to me. We'll see what happens...

-Stay tuned...

 

What did the computer initially come installed with? XP Pro 32bit?

Where did you get the Vista 64 bit? did you purchase that and installed it yourself?

 

Part 2

I just received my "upgrade" from Mentor Media, which included only the Windows 7 Companion DVD. I even got an email confirming my proof of purchase. So I called Sony again today (they were suppose to call me last Friday 11/13).

1. Got a 1st level technician on the line who tried to help me by reordering the upgrade. I made sure he was reordering Windows 7 Pro 64-Bit. He said he was. After I got off the phone I got a confirmation email for the 32-Bit version of Windows 7.

2. Immediately called Sony again and when the tech answered the phone I said, "I want to apologize in advance for being upset." And I proceeded to tell him what happened. He said there was a note in my file to transfer me directly to 2nd level support.

3. Talked to second level support. The tech asked for the Service Tag number of my laptop and verfied that this laptop came with Windows Vista Business 64-Bit. He then requested that I send the email confirmation from Mentor Media to their engineering group to review.

So apparently Sony is trying to figure out what went wrong and how they can fix the issue.

Saga continues....

 

Notebook came preinstalled with XP Pro 32-Bit.

I used the Sony Recovery Disks that came with my notebook and it installed Windows Vista Business 64-Bit.

 

The last contact I had wit Sony they said, "We are working with Mentor Media to get their database updated to reflect the correct version of Windows 7."

My tech support record says thet 2nd level support is suppose to call me today with the details...

 

I got the call this morning from Sony Tech Support. They told me that this issue was resolved and to try and order my Windows 7 upgrade again. Tried it again, lo and behold I was disappointed to see I was only elgible for the Windows 7 Profesional 32-Bit.

Back on the phone with Sony Tech Support and around we go again....

 

I called Sony Tech Support again. Apparently everything got miscommunicated. Engineering thought my issue was the shipment of the Windows 7 Companion CD instead of Windows 7 Pro. So they worked with Mentor Media to resolve an issue where they shipped companion disks instead of the Windows 7 upgrade. Weeeee! I am suppose to get the Windows 7 Pro 32-bit. Again.

So now I am back at square one.

I reiterated the issue with level 2 tech support and they "seem" to understand the issue and will make sure it is communicated correctly with engineering.

 

All I can say is HOORA!
My favorite laptop (the SZ) doesn't even qualify for a W7 upgrade.