Customer Service??

02-07-03, 05:15 PM

Been checking out the forums for a couple days, joined finally so I could ask. IS all the customer support horror stories everyone goes on and on about on CNET true? The Axiom itself even the people who hate Dell now are saying is kick butt piece of equipment, but IF I ever actually needed tech support could I get it? And on a secondary note, the post I read that has me the MOST concerned, was a user who cracked his screen, and Dell's ONLY response was so sorry so sad, but a new one...Do they not have any service available for these babys? Otherwise, sounds like a wet dream for PDA peoples...;-) Thanks for the feedback! :P

JakeRich · 02-07-03, 07:49 PM

Dell's support for the Axim was stretched to the limit because of the volume of sales just before the holidays. The support staff was not ready to handle the questions that came in, or to resolve some of the issues. I think it is a little better now, but it's still pretty slow. The trade-in policy is also currently badly stretched, because they are basically trading in any Axim that they can't resolve the problem on the phone. Given that new orders are still flooding in and there is a backorder situation, it can take weeks to resolve a problem and swap a Dell. On the other hand, the policy of trading it it for a new one is pretty enlightened, so it's a tradeoff between quickness and service.

On the cracked screen, there was one discussion on a forum about someone who broke their screen. Dell's point was that they aren't repairing Axims. A new screen, LCD and Touchscreen, is over $200 to install. (Check here for Ipaq screen replacement costs ->PPCTechs) At that cost it's cheaper to just buy a new one. Dell screens are not in the parts market yet, so sooner or later someone will start offering repairs, but at the price point for an Axim it's really hard to justify over$200 to repair a unit you can replace with a brand new one for almost the same money.

For screens that arrived broken, Dell is trading them in as all other problems. In the case of the broken screen, the user broke it. That's his/her problem, not Dell's. It's sad about it getting broken, but that is the way it is. If I drop mine and the screen cracks, it's my problem and my expense to repair/replace.

poor fat kid · 02-07-03, 08:08 PM

I've had very few problems with the Ax. What dealings I have had with tech support have been fine. I was on hold for a few minutes, other than that they satisfied my needs. The cracked screen thing means nothing to me. The cost of the Axim really does make it a throw away. Like JakeRich says, why put a $200 screen in a $250 PDA. After it has been out for a while I am sure some parts will become available. If you buy another brand and it needs to be repaired/replaced, you will need to send it to them and wait. With the Ax you will have a replacement unit within a few days. I have heard even overnight. I am embarrased to say that I have dropped my Ax twice now. Other than a few scratches it is still working great.

02-07-03, 08:14 PM

Thanks guys, I guess that pretty much cements my idea to buy meself an Axim...;-) Although, the screen thing still is a little concerning. I'm still used to the competitors ability to just replace the screen...I'm going to end up buying the higher end one, I think what $350? Still puts it up there a bit. Somehow, though, I'm thinking I'll be picking me up one of those babies real soon! Appreciate the info!! Now, off to go price hunting...

James

IM5150 · 02-07-03, 09:58 PM

I had to call tech support twice last night-Other than the fact they did not speak engligh well, they were able to solve my problems, and there was not wait---of course it was 10:30 at night...

Mike1138 · 02-08-03, 01:08 AM

Also remember that people generally post complaints more then they post praise. And when someone does praise a company/product, they are usually accused of working for that company.

IM5150 · 02-08-03, 01:19 AM

right-only about 1 in 25 will complain-and if they are really upset, they will tell 10-11 people.
That's why product postings are often more negative. The people that are really happy with a product, ie dell axum, don't post it. Look at the cnet comments, and the are overhwelmingly negative. But look at these boards, and they are the oposite.

Mattman · 02-08-03, 03:56 AM

I will post a positive! :D And no, I do not work for Dell. :P Mike and 5150 are correct. It's the pissed off people that do the majority of the posting. The people who are satisfied with their Axim (which is the majority of the customers, I think I saw something about Dell shipped over 50,000 so far, and CNET has maybe 75 or so negatives), the satisfied people are too busy playing around with their Axims to go post a review at CNET. And those that did post positive reviews I'll bet did it via their Axim! :D

fvj48 · 02-08-03, 07:19 AM

I have to speak in defense/support of Dell’s Customer Service…I have been reading with interest all the negative experiences noted with Dell Customer Service and fee obligated to add my two cents...I too elected to have the latest and greatest, jumped in and got the Dell Axim (400version)...I knew and accepted full well that any new system will generally have "undocumented variances" (bugs) that I would have to work through...I too spoke with Dell Customer Service multiple times, all to my satisfaction...Received the missing items timely, then ended up getting a replacement in response to D-pad issues…Would have been totally positive, but I have to say that I disapprove of the new fabric slip case and that there was a strange power connector in the box with the replacement the handheld works great…Makes no difference I kept the original ones and returned the replacement items along with my old one today – the point I am trying to make here is that you can participate in the resolution or be a part of the problem...I am still waiting for the leather case I purchased on my original order - has been reprocessed and should be on the way - nothing major to keep me awake at night...In all my interaction with their Customer Support Staff I have never had any negative experiences/issues/feelings...I too spoke at one point to an individual with a foreign accent...The result/outcome was very positive...My five (5) plus years of positive personal experience with Dell can not be a fluke...I believe that the end user/caller has to accept some responsibility for the quality of the call and resolution...In my position as Director of Customer Relations in the healthcare arena I am constantly amazed at the manner in which (when I become involved in) a "he said"/"she said" disagreement and/or a caller disenchanted with the response received, that the true underlying issue is failure to effectively listen to/accept/actually understand what the someone is being told...From my perspective Dell is doing a great and commendable job, so much so, that I am currently researching the Dell line of laptops and am going to upgrade from my Inspiron 7000 within the next 60 days…I simply don’t and can’t believe that I am the only person who has had a positive experience.