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Scylla · 07-13-03, 12:59 AM

I called Dell today and cancelled my upgrade CD. After spending more hours than I cared to trying to get answers from Dell support, I decided to wait until the issues I'm reading about are resolved.

My Axim (X5 400 purchased in May 03) is working just fine now with PPC 2002, and I have no doubt that the PPC 2003 issues will be resolved shortly. So I'll just ride it out until it's running a little smoother. Just like each new PC version of Windows, I always wait until at least the first SP update is out before upgrading. Nothing I've read so far sounds devastating; just annoying. I keep reading posts that the ipaq and other PPCs are having no such issues, yet, at the same time, I read an article about Dell's PPC 2003 reported problems and it pointed out that Dell released 2003 earlier than Compaq and Toshiba. I'm not sure if the posts claiming absolutely no problems with PPC 2003 on these other PPCs are entirely accurate. And many of the really vocal posts, even on different boards, are from the same few persons.

One reason I cancelled my order with Dell was that no one at Dell support can tell me if they intend to delay shipping the upgrade CD until after they make their fix, or ship it as is and post a patch later. I'd rather wait until I know the CD is upgraded; I don't see the need to upgrade immediately and then wait for a patch download. Plus I'd have to keep checking their website because Dell unfortunately does not notify their customers when upgrades and patches are available. It wouldn't be difficult with broadcast e-mails. My reason for pre-ordering the CD in the first place was that my Axim shipped with the A02 ROM version, (even though the A03 upgrade had been out for several months before my Axim was supposedly "built"). I downloaded the upgrade patch but it failed after copying 40% of the files. I called Dell and a tech walked me through the process again, and it still failed. The tech then said that I really didn't need the upgrade anyway. Not satisfied with that, I wrote Dell e-mail support and received a response that I should download the patch again and retry it. Did that, still failed. The next tech I spoke with said I must have a corrupt system file, and the only way to resolve it would be to return the Axim and they would ship me another. But they would ship me a refurbished (read "USED") Axim, and it would still have only the A02 ROM and I'd still have to install the patch. Since my new Axim was only five weeks old (barely too late for the 30 day satisfaction guarantee), I didn't feel it was right to have to accept a used Axim in its place. And no guarantee that the ROM upgrade would work any better. The only other option she offered was to order the PPC 2003 CD and that would replace the ROM with the latest and greatest. So I ordered it. Now I've cancelled it and will wait until the initial issues are resolved.

By the way, if anyone has a clue as to why the A03 ROM upgrade won't install (like, uninstall XYZ program first, change this or that setting, then install), and has a solution for me, I will be forever grateful!

Now, my rant: Dell's support is severely degraded from my first Dell purchases in 1998. I don't know if this is true of their PC support, but the Axim support is really deficient. I have had to call several times just to speak with someone who has enough command of English to communicate with me. I can deal with accents, but Axim support techs are beyond just accent problems; I often just cannot understand what they are saying, and just as often they can't seem to understand me. My understanding is that they have outsourced all Axim support to a third party contractor in India. In the engineering profession I have been working with people from India for three decades, and, while many have heavy accents, they are able to communicate quite clearly. But the Dell techies are beyond just accent problems; some just don't speak much English at all, which makes technical support difficult if not impossible. I hope that this is not true of all Dell support, as I would have to take a real hard look at whether I want to purchase my next desktop system (which will be pretty soon; mine is now four years old) from Dell. Granted, Compaq, HP, and Toshiba are out based on their "non-support", but if Dell has done this to all their support (outsourcing to India), then they've removed their primary advantage over the competition.

Thanks for "listening" to such a long rant!

Jim

07-13-03, 12:59 AM	#37 (permalink)
Scylla Aximsite All Star Elite Member Join Date: Jun 2003 Location: Philly, PA USA Posts: 888 Thanked 0 Times in 0 Posts Awards Showcase Total Awards: 2	I called Dell today and cancelled my upgrade CD. After spending more hours than I cared to trying to get answers from Dell support, I decided to wait until the issues I'm reading about are resolved. My Axim (X5 400 purchased in May 03) is working just fine now with PPC 2002, and I have no doubt that the PPC 2003 issues will be resolved shortly. So I'll just ride it out until it's running a little smoother. Just like each new PC version of Windows, I always wait until at least the first SP update is out before upgrading. Nothing I've read so far sounds devastating; just annoying. I keep reading posts that the ipaq and other PPCs are having no such issues, yet, at the same time, I read an article about Dell's PPC 2003 reported problems and it pointed out that Dell released 2003 earlier than Compaq and Toshiba. I'm not sure if the posts claiming absolutely no problems with PPC 2003 on these other PPCs are entirely accurate. And many of the really vocal posts, even on different boards, are from the same few persons. One reason I cancelled my order with Dell was that no one at Dell support can tell me if they intend to delay shipping the upgrade CD until after they make their fix, or ship it as is and post a patch later. I'd rather wait until I know the CD is upgraded; I don't see the need to upgrade immediately and then wait for a patch download. Plus I'd have to keep checking their website because Dell unfortunately does not notify their customers when upgrades and patches are available. It wouldn't be difficult with broadcast e-mails. My reason for pre-ordering the CD in the first place was that my Axim shipped with the A02 ROM version, (even though the A03 upgrade had been out for several months before my Axim was supposedly "built"). I downloaded the upgrade patch but it failed after copying 40% of the files. I called Dell and a tech walked me through the process again, and it still failed. The tech then said that I really didn't need the upgrade anyway. Not satisfied with that, I wrote Dell e-mail support and received a response that I should download the patch again and retry it. Did that, still failed. The next tech I spoke with said I must have a corrupt system file, and the only way to resolve it would be to return the Axim and they would ship me another. But they would ship me a refurbished (read "USED") Axim, and it would still have only the A02 ROM and I'd still have to install the patch. Since my new Axim was only five weeks old (barely too late for the 30 day satisfaction guarantee), I didn't feel it was right to have to accept a used Axim in its place. And no guarantee that the ROM upgrade would work any better. The only other option she offered was to order the PPC 2003 CD and that would replace the ROM with the latest and greatest. So I ordered it. Now I've cancelled it and will wait until the initial issues are resolved. By the way, if anyone has a clue as to why the A03 ROM upgrade won't install (like, uninstall XYZ program first, change this or that setting, then install), and has a solution for me, I will be forever grateful! Now, my rant: Dell's support is severely degraded from my first Dell purchases in 1998. I don't know if this is true of their PC support, but the Axim support is really deficient. I have had to call several times just to speak with someone who has enough command of English to communicate with me. I can deal with accents, but Axim support techs are beyond just accent problems; I often just cannot understand what they are saying, and just as often they can't seem to understand me. My understanding is that they have outsourced all Axim support to a third party contractor in India. In the engineering profession I have been working with people from India for three decades, and, while many have heavy accents, they are able to communicate quite clearly. But the Dell techies are beyond just accent problems; some just don't speak much English at all, which makes technical support difficult if not impossible. I hope that this is not true of all Dell support, as I would have to take a real hard look at whether I want to purchase my next desktop system (which will be pretty soon; mine is now four years old) from Dell. Granted, Compaq, HP, and Toshiba are out based on their "non-support", but if Dell has done this to all their support (outsourcing to India), then they've removed their primary advantage over the competition. Thanks for "listening" to such a long rant! Jim __________________ *Jim McGowan*