I ordered an Axim x50v back around xmas.. arrived ~Jan 5th.
As detailed in other forums
http://www.aximsite.com/boards/showthread.php?t=61141
I'm having Bluetooth issues.
So I started by emailing Dell tech support using the links on the Dell support page, Tues Jan 11.
Subject: Re: #Dell Axim#DHS##29# eTrack#=Q6K6C291YM1AM1A16 - Dell
Axim (KMM9834798I21063L0KM)
Date: Tue, 11 Jan 2005 04:13:08 -0600 (CST)
Service Tag: 99JZ951
I explained the problem and after going thru the required (but useless) motions of doing a HW reset, etc etc, the problem persisted and they said they'd ship a new unit... over night, which arrived on the 14th... the 2nd unit had the same problem (as I expected since I think this is a driver issue)... so I replied to the email series again at which point I was told
"In order to resolve this issue, please contact Dell technical support at
1-800-624-9896 and ask them to transfer your call to PDA support
department. The technicians are trained on all Axim configuration and
the settings that need to be made on Axim units."
Not sure why in this day and age, a company that makes computers can't xfer this problem to "PDA support" and have them call me... but ok
so on Jan 17 ~ 12:15 EST I call.. and it offers me to enter my service tag.. but, ok, maybe being too literal here, the service tag I have has #s and letters in it... do I just punch in the letters as #s (ie. A,B,C == 1?), so instead I wait... and wait... and finally am connected to general someone who then has to transfer me to a PDA hold queue.. and wait and wait.. 35 minutes later I get connected to "Gracie" who pays no attention to the train of email detail already established, and wants to send me yet another unit... which I decline. She finally agrees to have upper level support call me back, asks when is good (I reply ~6pm the same day, knowing I'll be home and available all evening), and then literally spends 5 minutes hounding me about how I will rate the call when I get the support survey. I don't think she's getting a 9.
So... at 9:30pm I finally call again.. and hold and hold.. this call takes an hour. I reach another guy, who seems genuinely apologetic, but the one (!!?!?!) guy that was supposed to call me was already gone for the day... now assuming that this support was outsourced, then the "upper" level guy is at the same outsourced center b/c this guy could "see" that he was gone.
I'm 90% sure this is a driver level problem. This is not something that they can walk me thru and it will be ok. To get fixed, I need to get the info to someone in Dell that can actually DO something with it... but of course I have no idea how many layers of "support" I am going to have to go thru. And I'm not sure its worth my time (2 hours on hold yesterday). I do embedded development for a living. Its fair to say I know when something is user error and when its a design issue. Heck, if I'm right, I'm doing Dell a fvor by helping them identify a bug that the average user could not, they'd just keep sending them replacement units til the poor sod gave up.
Anyway, still waiting for my call. At this rate I may just return the unit and be done with it. 1st Dell product ever purchased, and possibly my last. For Dell's sake they'll need to keep the quality up, b/c the support so far is useless and a huge drain on a customer's time. There is no reason for me to have to call and wait on a phone, just so they can offer to have someone call me back. That same conclusion should and could have been reached and initiated from the email support.
Mike