Crozzer

I ordered my X50v on 15th March and am still waiting for it. The order status delivery date keeps getting moved out so I had a grumble. Not at their issues with delivery of 3.7" screens, I can understand that, but at their lack of communication of a REALISTIC delivery date. I bought a laptop off them last week too and that arrived within 36 hours so I know they can get things right when they try.

The result of my complaint was the offer of a free upgrade to a 3yr warranty when the X50v finally arrives. I know it costs them nowt if nowt goes wrong but it would cost me £81 for the peace of mind. Add that to the 7% EPP discount I got and the cash that I hope to get off eBay when I sell the free gift TV Tuner and I think I'll have had a bargain.

I've read bad things about Dell Customer Service but I think they've been pretty good for me so far. Thanks Dell

Khris

I've truly had no problems at all with Dell customer service. I received my Axim within a few days of ordering (which was on time with their estimate), and any time I've had to call about problems, they've always been dealt with quickly and courteously.

JonClean

It’s always good to hear when a company does provide good service – it somehow makes you feel more confident in the product as a whole, which is a good feeling.

Unfortunately, my experience with Dell so far has not been quite so pleasing. For the sake of a balanced view, I feel I should make this known.

I tried to order an Axim X50v, plus various extras, online a couple of weeks ago. I wanted to take advantage of the 12 month buy now pay later option.

The system was down, so I called Dell.

I was told that I could process the application on the phone, which I duly did. The operator was courteous and patient and even though the language barrier meant that I had to repeat everything I said at least 3 times, that’s not the complaint at all – I don’t mind that really.

The operator told me that he would call me back within two hours with the decision on the credit. Nothing happened.

I called the next day. And the next day. And the next. On each occasion I got through to the switchboard, who asked me what I wanted. I said I was chasing to find the status of my application for credit on an Axim. They transferred me to Sales, who then proceeded to try to sell me an Axim over the phone. I explained the situation and eventually they transferred me to the voicemail of the person to whom I had originally spoken when I made the application. I left a message. Nothing happened.

I repeated the above process upwards of seven times throughout the next week. Each time I was transferred to ‘my’ sales rep, who was on voicemail and who never got back to me.

Eventually, I started calling and asking, politely but firmly, if there was someone else I could speak to, since Mr XXXXXX was obviously not going to answer his extension. I was transferred to ‘Customer Services’

I explained the situation to Customer Services. They couldn’t help. It seems that customer services can only do anything if you posses one of two magic numbers: an order number or a customer reference number. I had neither, since I hadn’t yet got to that stage, so the system completely broke down and customer services were totally unable to help. The guy on the other end of the line, nice though he was, and apologetic, basically admitted that without one of these two numbers it was absolutely pointless trying to speak to customer services because “all they can do is track orders”. He promised to e-mail the Manager in the sales team where I had originally made the application and that she would call me back. Nothing happened.

Finally (about a fortnight had passed by now, with dozens of attempts to find out what had happened), I called the sales line and asked if I could speak to the supervisor. The receptionist took my details and transferred me to the voicemail of Mr XXXXX, who by this stage I was beginning to fear might be sick or dead. I called back and explained, in painstaking detail, that I needed to speak to someone about my order, but that this someone should not be Mr XXXXX on extension XXXXX, even if he is my sales rep, because he clearly isn’t there. The receptionist kindly offered to transfer me to the manager of that department. Hooray.

The phone rang for a few seconds. Then I got the following message, in the politest of voices: “Invalid extension number. Invalid extension number. Please hang up. Please hang up. Please hang up. Please hang up.”

I hung up.

I bought an IPAQ HX 4700.

RangerDanger

Dell has been nothing but disorganized in my eyes. They have messed up my order four times now. I called and compalained each time. Stil they continue to mess up my order of Two AXIM's. They sent me the unit with no battery, cables, or CD. Four days later I receive ten boxes, containing a simple item in each box. They used a box for a styles. Why couldn't have thrown that in another box. I will never go through Dell again.

hp3100

My axim x50v was my first ever dell purchase. They mistyped the invoice and they gave me the error as a credit. they then jacked up the delivery date of the 1gb sd card to 3 weeks. gave me 50% off and sent it in 24hr with free overninght delivery. Dell has done right by me and i would buy again at this point.