Unsure how to take this.....

**Chris Leckness** · 01-29-03, 05:20 PM

I am pondering this thought. Does running such a visable website bring special treatment from Dell? Is there a red flag in my file that says, this guy runs an Axim Website - be nice... ?

I finally decided that my D-pad trouble was in fact the same as most report. So Yesterday @ 1pm CST I called... 2 transfers back to pools, and 20 minutes later - I get a tech support guy that tried to help me fix my trouble( he misunderstood my trouble initially) - after 10 minutes, I said ok man, this is a known trouble. It is hardware related, what shall I do. Hold music for 2 minutes. Ok - We are going to have to replace it. Do you still live at ### #######? "yep" ok - we'll get this out to you. No instructions other than return the old when you get the new.

10 AM today - Fed Ex arrives with a brand new Axim. WHOA !!!!!!!

The basic model minus a sync cable.(ordered the 300mhz with the cradle initially.) New Battery, Case, etc.... NO RETURN SHIPPING LABEL. NO INSTRUCTIONS

Well this makes me wonder, do I owe this speed to the site? Why are they not sending out more info on returning the old unit. Are they gonna come get it, because I am not paying to send it back.? I will be making a call to ask these questions and will update post pending the response to my call.

01-29-03, 05:34 PM

That just happened to me today also. My Axim was supposed to be here last week. I called on Tuesday and they said they'd get it to me overnight. It came FedEx rather than Airborne and no return info. Just the 400mhz Axim and the power cords. I'm not sure what to do with my other Axim. I might call back and ask for return info since I really don't want it because you can't go right or up on the directional pad at all.

Let me know what they say since I am in the same boat as you. Just a packing slip on the outside.

wtherrell · 01-29-03, 05:58 PM

Exact same thing happened to me. call to Dell Friday night, new Axim here the following Tuesday. They did not know I was an Aximsite member. (Although anyone who owns an Axim and is not a member has to be an idiot.) And like you, NO RETURN SHIPPING LABEL, NO RETURN INSTRUCTIONS. bY the way, I had made a complete backup on my desktop and the new Axim was easily cloned into my old one. Worked great. Now, like you, I just need to know how to return the old one.

Toydriver · 01-29-03, 06:08 PM

Sorry to say running this site did not get you better treatment from Dell tech support (you might start getting freebies though). I got my replacement unit pretty fast once I got to a tech person. It also had no return label or return instructions so I got my easy chair out and called tech support again. Once I got to a live person. She sent me air-overnight a prepaid FedEx label to put on the box the replacement unit came in and a phone number to have FedEx pick it up at my house. Fed-Ex was there in less than two hours and I have not heard from Dell since so I guess they got it.

Toydriver

01-29-03, 06:32 PM

My first reaction was "how come you can get a replacement faster than I can get my first one? I'm still waiting to get my Axim". But upon further reflection I decided that they were doing it in the fairest manner. Dell told me mine wouldn't arrive until 2-10, so I knew what I was getting into. If your breaks or is defective, you should get another within a couple of days. That's fair and I like hearing that. In fact, these aren't the first stories I've heard like that. It seems to be the exception when a customer doesn't get good replacement service when it is needed.

I'll end this post like every other I write: I WANT MY DELL!!! :P

gordy · 01-31-03, 10:14 AM

There is a certain amount of inventory that is held over for issues such as these.

That is why replacements usually ship out so fast. My father was in the same predicament and got his the next day. Less than 15 hours from calling tech support.

Regards

gordy

drum4ever · 02-02-03, 03:22 PM

Did my return/ replacement through a week of e-mail. Took 3 days to get. Came Fed-ex. No return label or info. 2 more e-mails 5 more days. No label. One long Customer support call. Promise to send labels. Finally got first labels yesterday. May still barely make it under the "charge me for the replacement" wire. Great machine. Customer support is only good on the phone or on the commercial. My only experience with phone tech support was a guy in India who didn't understand anything I asked. Had to look up the words. No use. Thats what drove me to e-mail.

02-03-03, 10:09 AM

You better call Dell to get a label for you to return the defective Axim. I had to return mine....got my replacement A WEEK after calling tech support. I was told there would be a label included in the box with the replacement. It was not there. A couple of days later I got an invoice from Dell for $270 for the replacement Axim. I called customer service to find out about returning the defective one...got an airborne label the next day. I still love my Axim, but can't say much for Dell's support.

Talador · 02-03-03, 12:19 PM

I had the same problem, no shipping label, etc. I called Dell, and they actually set up the pickup for me through Airborne Express. They called me a day later asking for the tracking number. I did recieve and invoce as well, but just ignored it.

--Talador

Toydriver · 02-03-03, 08:31 PM

Quote:

Originally posted by Toydriver@Jan 29 2003, 06:08 PM
Once I got to a live person. She sent me air-overnight a prepaid FedEx label to put on the box the replacement unit came in and a phone number to have FedEx pick it up at my house. Fed-Ex was there in less than two hours and I have not heard from Dell since so I guess they got it.

So, Guess what I got in the mail today. A credit memo crediting me with the $270 they would have charged me if I had not returned the defective one. With that I KNOW they have received the bad one.

Toydriver

**Chris Leckness** · 02-03-03, 09:57 PM

What all has everyone turned back in? The battery and all ? What ?

02-04-03, 09:02 AM

I just swapped out the Axim..left the charger and everything else in the box and sent it all back.

WindWalker · 02-04-03, 02:10 PM

By the way.....overnight replacement service IS what you paid for when you bought it.

The warranty option you selected is for next business day replacement. Everyone got at least that for 1 year, with the option to upgrade to 2 or 3 years.