JezV

Dell comes in for a lot of stick through these forums and I have no doubt much of it is justified. However, I have just had some excellent service so I thought I should say thanks.

My 11 month old X50v developed a memory error a week or so ago which usually manifested itself with a drained battery overnight and a warning message in the morning telling me to press the contacts button before it would start. I gather it is not an unknown problem.

Although I am in the UK, I bought my Axim from a US seller via eBay to benefit from the much better US pricing and good pound/dollar exchange rate. Fortunately I had got the original purchasor to transfer the warranty, otherwise Dell wouldn't even talk to me (Actually, they had acknowledged the transfer by email but not recorded it on their system, so I did have to forward their email back to them to prove I owned the unit. Minus one point there Dell!) So, it was with some trepidation that I rang Dell UK customer support (which is, I suspect, in India).

Firstly, I was amazed that the phone was answered relatively quickly. The support guy asked me to describe the problem.
"Have you tried a soft reset?"
"Yes"
"Have you tried a hard reset?"
"Yes"
"Have you upgraded to ROM A05?"
"Yes"
"OK, the unit is faulty. We know it was purchased abroad but we'll replace it anyway. We'll courier another one to you. Give me your details"

Half an hour later I get a call from someone in the UK confirming my address.

10.00 am the next morning a courier arrives at my company with a brand new (or very well reconditioned) unit, complete minus battery. Swap battery over and send old unit away with the courier. Spend next few evenings reinstalling and configuring software and trying to get that bloody activesync working properly again!

To be honest, there is not much wrong with that as a service. Well done and thank you Dell.

However, there is a serious lesson if you buy off the Internet - make sure you get the warranty transferred to your name.

Jez :approve:

Caddychunk

That's great service! When I get service like that from anyone (restaurant, bar, store) I always let someone from management know. Great service should be applauded as well as awful service.