Legitimate request for a free upgrade to Windows 7

Question

I am new to this forum and am incensed by the attitude of Toshiba customer support staff towards my legitimate request for a free upgrade to windows 7, below is an email I have written to them which I would appreciate your comments on:
To whom it may concern.
I am writing to express my displeasure with your response to my legitimate request for a free upgrade to Windows 7 seeing that I have recently spent over 1000 of one of your products.
After having multiple issues with the Vista operating system, I phoned your customer support on the 4th of December and had a conversation with a male employee who was unable to satisfy me as to why my machine was not entitled to a free upgrade to Windows 7 as mentioned on your web site.
He offered to pass me up to a supervisor which I accepted and was connected to a female member of staff who tried to explain that my model was not included in the "promotion". I could see no sense in her explanation, in context to the facts that my machine was of the same age and family as those been offered the "promotion"
This employee was again unable to answer or understand my question and said she was not technically minded so I asked her to put me through to her supervisor and after 10 minutes holding on the line I got to speak to Alistair Cook.
Mr Cook explained the "promotion" to me but could not explain why my model was excluded so he said he would call me back when he found out why. This he did some short time after and reiterated his earlier account with no further clarity. He said he would do more research on the matter and email me the findings.
This contacting your customer support office took a total of 48 minutes on the phone.
Vista is to all intents a failure, a fact you accept by your offer of free upgrades to your recent customers, so why discriminate against some consumers and not others.
I am a long time user of Toshiba computers, this Qosmio is my third laptop and I have always been satisfied with the customer support, not that it was greatly needed. So I again ask that you do the right thing and provide me with my principled entitlement.
Yours sincerely.
john ebrill

Answer 1

Hi mate
Very interesting point of view.
But fact is that not all Toshiba notebooks are verified for a Win 7 upgrade.
Why???
Well I have checked the Toshiba European page
http://eu.computers.toshiba-europe.com -> Windows Upgrade 7
and there I could find a FAQ list.
One of the FAQ provides this info:
_What requirements do I need to satisfy to take part in the Upgrade Program?_
+To take part in the Upgrade Program, you must satisfy the following three criteria:+
+1. You purchased your Toshiba computer between 26th June 2009 and 31st January 2010.+
+2. Your Toshiba computer is one of the model series to be verified on the Toshiba page.+
+3. Along with your Toshiba computer you purchased a Windows Vista Home Premium, Windows Vista Business, or Windows Vista Ultimate operating system.+
It looks like several criteria must be satisfied in order to participate in Win 7 upgrade program.