DefSac

Ok, I finally recieved a reply from Dell (Sounds kind of promising):

Quote:

Joe , I apologise for delay in response to your email below, however I have been investigating and discussing this issue internally with both the customer experience and product teams. As advised, based on anticipated customer demand, a decision was made to not offer a program in Asia Pacific to upgrade to PocketPC 2003 for existing Axim customers. However, this decision is currently being evaluated based upon customer feedback, such as your own. I will communicate directly with you regarding the outcome of this evaluation as soon as possible. Thanks for your patience. Kind regards Nicole

nzmike

Sounds promising... maybe they are listening after all! C'mon Dell A/P - restore our faith in you by doing the right thang!!

mike.

tazcal

That's the best thing I've heard from DELL in a long time!

ejay

Sounds promising allright. Lets hope that they do take some positive action.

Dell if you look after us, we will continue to support you!!!!

nlennox

Quote:

Originally posted by nzmike Meanwhile our little fight goes on... thanks for the support everyone!

I took a moment to call my corporate account rep to let him know of my profound disappointment with the lack of ongoing support in the APD for a product that I purchased 4 months ago. It is, however, more irritating that the upgrade is only unavailable in this region.

He made all the right noises (and took to explain Dell's business practices etc, et al, ad nausem) but wasn't particularly concerned (as you would expect). He simply re-stated that it was something they were taking feedback from customers for and that my comments would be forwared onto Management.

<shrug> If there is no change, I will certainly be evaluating other options before making my corporate purchase from Dell.

Nate.

ejay

Any news from Dell AP management yet - it seems as though the fix for the WM2003 problem is getting closer!!!!

nzmike

I guess we need an update from Nicole at Dell A/P... DefSac, are you able to contact her and ask for an update - and remind here we're not going anywhere?!

Maybe when the WM2003 fix is out we'll see the upgrade made available... would certainly be nice to know though.

Mike.

Merc007

Hiya,
I've been on about 7 calls to DELL (Australia) - Asia Pacific region. Spending about 6 hours and talking to about 10 different people regarding this matter,one of the calls they transfered me to America!!! I think I was on hold for 1 hour before I gave up. I'm getting the run around also, I have signed the petition also. Also I received my Axim 2 weeks before WM2003 went up on the web, and so I'm stuck with PPC2002 (not that it's not good or anything). I work for a development company, and we require the latest also, and so I tried to chase up DELL for an upgrade. I'm glad the petition is going on, I will also email Trevor.
Good work people, keep up the work :) I'm glad we have such passionate people on the axim community.

__________________
-Merc007-
-downunder-
Axim X5 400 Mhz
PXA 255 & A03
128 CF card - Hagiwara
DELL leather case (pretty good)
IR keyboard - Moonlight Technologies
That's all for now :)

captaint

Below is a copy of the great e-mails I have had with Trevour! Please read it from bottom to top, emails are the wrong way around :)

Thank you.

I am not the approprate contact for this issue. Kindly let your fellow Axim know this and to NOT hand my address out.

I am forwarding this email to the right person here at Dell. She will get in contact with you. At the moment Dell is evalutating this issue and will be making a decision shortly.

Kind regards

Trevor Townrow
Sales Account Manager
Dell Sales Team
Phone: +61 2 8972 5164
Fax: +61 2 8972 6164



-----Original Message-----
From: Corey Layton
Sent: Tuesday, July 22, 2003 9:56 AM
To: Trevor_Townrow@exchange.dell.com
Subject: RE: Windows Mobile 2003 for Dell Axim


I was given your address from a fellow Axim owner who is also frustrated by the lack of support for Australian users, as is being proven by your haste to answer my email.

He passed on your email address as the appropriate contact.

Adios!

____________________________
Corey

-----Original Message-----
From: Trevor_Townrow@dell.com [mailto:Trevor_Townrow@dell.com]
Sent: Tuesday, 22 July 2003 9:42 AM
Subject: RE: Windows Mobile 2003 for Dell Axim


Hi Corey,

I would like to know how you got my email address as to this issue.

I would am more than happy to resolve your issue once the above questioned has been answered.

Kind regards
Trevor Townrow
Sales Account Manager
Dell Sales Team
Phone: +61 2 8972 5164
Fax: +61 2 8972 6164



-----Original Message-----
Sent: Tuesday, July 22, 2003 9:19 AM
To: Trevor_Townrow@exchange.dell.com
Subject: RE: Windows Mobile 2003 for Dell Axim


Hi Trevor,

Thanks for getting finally back to me but where's the response to my query?

Adios!

____________________________
Corey

-----Original Message-----
From: Trevor_Townrow@dell.com [mailto:Trevor_Townrow@dell.com]
Sent: Tuesday, 22 July 2003 8:23 AM
Subject: RE: Windows Mobile 2003 for Dell Axim


Hi Corey,

Sorry for my delay in getting back to you. But can you please tell me how you got my email address?

Kind regards

Trevor Townrow
Sales Account Manager
Dell Sales Team
Phone: +61 2 8972 5164
Fax: +61 2 8972 6164



-----Original Message-----
Sent: Friday, July 18, 2003 1:21 PM
To: trevor_townrow@exchange.dell.com
Subject: Windows Mobile 2003 for Dell Axim


Hi Trevor,

I believe you are the man responsible for Windows Mobile 2003 Upgrade being available to Australia or not.

I, like many others, would like to purchase this product and would like to know when it will be available in Australia as it is in the rest of the globe?

Thanks for your time!

Adios!

____________________________
Corey

nlennox

Quote:

Originally posted by captaint I am not the approprate contact for this issue. Kindly let your fellow Axim know this and to NOT hand my address out.

Good to see that Trevor has his focus straight. "Where did you get my email address" as opposed to "Lets resolve your issue". Dell has in the past had a great emphasis on Customer Service. It is a shame to see this slide. I just don't understand why they won't make it available in APD. Surely given that other regions (EMEA & US) have it, it wouldn't be overly onerous to roll it out in APD.

Blerg. Time to find other supplier I think.

Nathan.

nzmike

Captaint,

Whilst your enthusiasm and support is welcomed I can see why Trevor was annoyed as it has never been stated here that he was "responsible for Windows Mobile 2003 Upgrade being available to Australia or not" - he is just a sales manager that I hoped would help our cause. Obviously he doesn't care or more likely (to be fair to him) is not in a position to help us. (Mind you, if he's that pi**ed off with us then maybe he'll nag the powers-that-be at Dell A/P into action!). One thing all this does show is that no-one at Dell A/P ever bothers to check these forums to see what their *real* customers are saying! Anyway, if someone does get back to you please remember to post here again so we can keep up with progress.

In the meantime, as the guy who started all this, I think we should probably leave Trevor alone - just sign the petition, post here and ring Dell to complain/enquire etc. I think we need to concentrate on trying to contact the people we've had proper feedback from... DefSac said he had contact with someone called Nicole which sounded promising, with any luck we'll hear from him again with a follow up.... DefSac, you out there?

I certainly agree with Nathan though - where has that famed Dell customer service disappeared to? I've had various bits of Dell hardware for the last 5 years or so and they *were* excellent for a long time... I can remember Michael Dell telling a business magazine that was a huge factor in Dell's growth - now they're seemingly too busy selling to corporate giants to remember their original and most loyal customers... sigh.

Mike.

ejay

Has anyone had any postive response from Dell on this one? or any response at all for that matter.

Or have we all just given up trying??????????

nzmike

Hey ejay...

Looks like everyone's given up on this one... so the bl**dy corporations win again it would seem. I was hoping that a couple of people who had promising conversations with Dell A/P would follow those leads up but it seems they've given up too.

As for me, well I'd still like to see the upgrade for the Axim but I'm now using my iPAQ with WM2003 nearly all the time now and am thinking about eBaying my Axim. As I mentioned in an earlier post, I recommended my clients not buy Dell and as such they are looking at buying around 250-300 Viewsonic PDA's which are reasonably priced and come with WM2003 preloaded. Just hope someone at Dell A/P reads this one day and realises how their couldn't-care-less attitude has lost them a *large* A/P PDA sale.

I will be thinking *very* carefully about buying Dell from now on... my laptop needs replacing soon but I am looking at Compaq now instead of Dell - and that's from somone who's had 3 or 4 Dell laptops... just very, very disappointed at their attitude to their A/P customers.

I'm still willing to support the fight for the upgrade but I simply don't have the time to chase and chase and nag and whinge to Dell. I hope that they eventually come to their senses and give us the update... I'm not going to hold my breath for it though!

Mike.

ejay

Seems like that may be the case. We have all gone very quiet!!!

Dell knew that if they waited us out their reasoning for not making the update available would prove to be true - Due to customer demand.

The customers have stopped demanding so they musn't want the upgrade.

Way to go Dell!!!!

Is there any other way for us to get the upgrade i.e. can we order it from Dell in the US or UK, cause I don't have the cash to go out and buy an Ipaq????????

nzmike

Looks like it's just you and me now ejay!!

I asked Trevor Townrow initially aout getting it from the USA but he said Dell USA will refuse to ship it anywhere but the Americas. Don't know about Europe - Dell Uk might be worth a try but I suspect it will be the same story. You could always give it a try - let me know if you have any luck.

As I said, I use WM2003 on my iPaq now so don't need the upgrade that urgently for the Axim... in fact having a PDA with both versions is quite handy to test my apps on so may well even keep the Axim on PPC2002.

It hasn't changed my mind though - we're entitled to this upgrade and there is a principle here which is important to fight for... but what we can do against the might of a company the size of Dell except tell people not to buy from them?

Mike.