Fantastic service - a success story!!

d0pefish · 09-29-05, 06:23 AM

I figured this site could do with a success story, as there was a time when people were hesitant to buy Axims based on all of the terrible experiences other unfortunate people have had.

I don't want to brag or anything, but I'm just very, very happy. :love:

A while back in February, I bought an X50v, brand new, from eBay. Probably a very bad and risky idea, especially given that I live in the UK, and the Axim was from a seller in America.

It took a while to get here, but when it did, I was very, very happy. But, I wasn't sure if the warranty would be transferable, and after reading a lot of horror stories on these forums, I started to get worried.

Nevertheless, I enjoyed my Axim a lot until recently, when the touchscreen started to go faulty. I would tap on the screen sometimes, and it would register elsewhere. I'd also sometimes get lines shooting out towards the bottom-right of the screen when writing. Screen protector on/off didn't affect it, and the credit card under the fascia trick didn't help. It wasn't unusable at the time, but got annoying.

I didn't have all of the seller's details to fill in the tag transfer form, but I was still able to get it transferred myself!
I filled the International tag Transfer form out, and a few days later, received notification that the warranty had successfully been transferred! However, my service tag didn't show up on the UK site. I decided to wait a while and then chckback later to give it time to propagate through their systems.

About a month later, I got irritated with screen troubles again. So I checked out the UK site, and my tag was there on their system! I then visited the Contact Tech support section, and wrote about my problem, describing all the steps I'd taken to try and solve it myself, like soft/hard resets, cleaning and so on.

The next day I got an email from a tech support guy saying that the Axim definately sounded defective, and that he'd be happy to ship me out a replacement! He asked for my contact details, shipping address, and days of availability. I replied back with everything he asked for.

The next day, one of the days I said I'd be available, the tech support guy phoned me and confirmed that the new Axim would be delivered on the following day! He told me to remove all accessories including the stylus, batteries, battery cover, screen protector, and memory cards, and be ready to hand it over to the courier.

So today, 20 minutes ago, (11:00 AM my time) the guy arrived at my door, Dell box in hand, and greeted me. I gave him my faulty Axim, and he opened up the box and handed me the replacement. I signed a quick form, and away he went.

I've just checked out the new Axim, and as I expected it was a refurb. But it looks AMAZINGLY brand new! Not a single scratch anywhere whatsoever, all nioe and shiny! It came with ROM A05 and it's a A05 hardware revision too. The touchscreen is perfect, and it came in a polystyrene pouch with labels over the screen and IR sensor.

I am SO pleased with the service. The email support guy was friendly and helpful, and it was completely painless. I'm not going to worry if something goes wrong again.

Next time, I will buy direct from Dell however. But anyway:

THANKYOU DELL!!!!

I will definately buy Dell products again! :D:D:D
Oh, and one more thing. Even though they told me to keep my old stylus, the replacement came with its own stylus in the silo! So now I have a spare, for free - and I hear these are hard to come by. YES!!! :approve:

Roll on Windows Mobile 5, too! I can't wait!

09-29-05, 07:33 AM

Great, another good story, seems Dell is getting better with customers, come on guys, more good storys

flosfer · 09-30-05, 11:12 AM

It certainly is nice to read your story. I don't have any similar story. I have an Axim, a 2 year old Dell Dimension, and 2 Dell laptops (one of which is still going strong after 12 years), and I've never had a problem with any of them, and so I have never had an occasion to test out Dell's service.

Wait! I do have a related story. I tried to order my Axim during a sale in June, I think. After a few days I had received no confirmation of the order from Dell. Somehow the Dell web site screwed up the order, or else I screwed up the order by not using the web site correctly. Or something. (Do you hear that, Dell? Your web sites can be awfully confusing and misleading at times!) Meantime the sale passed. I emailed Dell, got a response from someone (for whom English was obviously very, very difficult) who gave me some kind of code. I logged onto Dell & ordered the Axim, using the code, and I got a very nice price break. The Axim arrived about a week later. I've been smiling ever since.

d0pefish · 09-30-05, 07:11 PM

Awesome! :):)

eve6grl02 · 10-03-05, 12:22 PM

dell's CS is EXCELLENT if you're a business...

i work in tech support at the college i go to, and sometimes i have to call dell about a machine (we use all dells here).

the business CS is so great...the technicians are intelligent, willing to help, and (not to sound racist or anything) in the country. also, they give out their personal extension in case you need to follow up. plus, you hardly have to wait on hold, and you get a real person, not a series of menus!

Sweetness!

10-03-05, 01:46 PM

Originally Posted by eve6grl02

they give out their personal extension in case you need to follow up.

I got that to, its in a e-mail they send you (the person you was talking to e-mails you) amd also they tell you :approve: :approve:

eve6grl02 · 10-03-05, 04:04 PM

wow...i never had that much luck...you must have gotten a good one...

they do that for businesses too. i never got that service at home, unless (gasp!) they're making some changes!!