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Activating an upgrade edition of Windows 7 after a clean install

In my experience, technical support calls are only frustrating because of vocabulary problems.  If the customer could convey the problem using vocabulary the support rep is familiar with, and if the rep can communicate the solution using words the customer understands, bingo!

I spent a good hour on the phone today trying to activate Windows 7 after I installed a new hard drive in my MacBook Pro.  I was very pleased with the outcome (I’m active!), and with the technical support rep who finally helped me.  But, to get to him, I had to convince two reps before him that what I was doing warranted further help.  The first rep in the Activation Center said I had an “invalid product key”, and that I would have to talk with customer support.  The second rep told me they no longer support activating Windows on Mac computers with a clean install, and I would have to reinstall Windows XP, then perform an upgrade install (really?)  I did not accept that answer (since it would take me the rest of the day to reinstall 2 versions of Windows AND re-setup my development machine and projects).  After staying on hold for a supervisor for a few minutes he created a case number for me with the Windows technical support team.

The key vocabulary words (for those of you who may need to call and talk to someone about this yourself) are: “Custom Install” vs. “Upgrade Install”, and using the MSDT tool to change my activation file from “custom” to “upgrade” so that my product key would work.

Here is the email explaining my experience with the Windows team:

Hi Charlie,
This is Adrian with Microsoft Windows Technical Support. 
It was my pleasure to work with you on your Windows service request [case # deleted].  I hope that you were happy with the service provided to you.
Based on our last conversation it appears that this service request is resolved and ready to be archived.  If this is not correct or if you are not happy with the support we've provided please let us know as soon as possible.  My goal is to ensure that your experience with Microsoft Windows Technical Support leaves you pleased with our products and services.
Here is a summary of the key points of the service request for your records:
ACTION:
Charlie, you were trying to activate the copy of Windows 7 Ultimate.
RESULT:
You were not able to activate Windows 7 Ultimate as got an error '0xC004f061'.
CAUSE:
You were using an upgrade DVD to do a custom installation and the activation files installed were for custom and not for upgrade.
RESOLUTION:
Charlie, we used the MSDT (Microsoft Support Diagnostic Tool), changed the activation file from custom to upgrade and activated Windows 7 Ultimate.
If you have any feedback regarding Microsoft support, we would be glad to hear from you.  If you would feel more comfortable speaking with someone else regarding my service, Rajiv, my manager, would be very happy to hear your comments and suggestions.  You may reach my manager by sending an email to [manager’s email address].
Thank you for contacting Microsoft Windows Technical Support.