Dell Customer Care, Sorry Scared.

MM3AWM · 08-08-03, 11:19 AM

I bought an Axim on 30/6/2003 and have raised the problems many times with Dell, who seem to be following other companies and fielding their Tech Support to Indian Call Centres.

Dell will not let me speak to Customer Relations Dept, you eventually can get the "Priority Customer Care" Department and they promise to get your fax off their machine and call you back and they fail to. When asking for a Manager they are in a meeting....then today after being promised by two different members of staff a call back which they fail to do I have to call them back to be told that the Manager is in a meeting and that my complaint has been passed to the Technical Manager. NOT ACCEPTABLE AS MY FAX WAS ADDRESSED TO THE CUSTOMER RELATIONS MANAGER!!!

Anyone wishing to call Dell can do so by calling 01344 860 456 and ask for Priority Customer Care Department, only thing is watch out for any empty promises from Sheena Clark or Jemma Crabb to call you back as they have failed every time with me to do as they say.

I am also a Corporate Customer although my Axim was purchased on my personal account and If I attempt to go through the Corporate channel it falls on deaf ears also.

Do not get me wrong I like my Dell Axim, I just want one that works. I bought a Bluetooth Card from Dell, a Sony 68i Bluetooth phone from Orange all to let me hook up via bluetooth and cannot. I also bought a TOM TOM GPS system which is a wee bit difficult to use on the Axim at present due to the slowness and frequent soft resets needed. Dell's answer is we will give you a refund. That does not help me with my GPS that I bought elsewhere....what am I supposed to do ....sell it on ebay at a loss???

Anyone feel the same??

I LIKE MY DELL GREAT BIT OF KIT ......BUT....DELL STINKS!!!!!!!!!!!!!!!!

CUSTOMER CARE?? MORE LIKE DELL IS "CUSTOMER SCARED"!!!!!!!!!!!!!!!!!!!!!!!!!!

fofel · 08-08-03, 03:07 PM

I have exactly the same experience. I bought my Axim on 30 June too, and it was delivered on 16 July. Since then, I have been trying to get it to work, but it is extremely slow. I also bought a TomTom GPS navigator system and it actually took over 15 minutes to plan a route. I have been following the threads on this website for a couple of weeks now,10 times a day, and I contacted Dell Customer Support last Tuesday, to at least hear their story and ask why the patch hadn't come out. After waiting for more than 20 minutes, I finally got the chance to talk to somebody, who called himself THE Axim-expert in the Netherlands. His name is PHILIP VAN DER MALEN. Apparently he had given a couple of lectures on the new Axim and knew everything there is to know. So when I confronted him with the problems, he actually said that there wasn't any problem, well there had been one little problem with the firmware, but that had been solved, and all customers concerned had received letters from Dell. When I told him about the patch and everything else I had been reading on this website, he liaisoned with a colleague for a couple of minutes, then came back to the phone, and informed me that there are actually was a problem, and that a patch would be ready by Friday (today). In any case, as he would be leaving for his holiday on Saterday, he gave me his direct number (020-6744110) and asked me to give him a call on Friday. So I called him 10 times today. No answer (surprise). Pity, because if he would have answered the phone, I would have asked him what he would do if he would have bought a brand-new Mercedes and found out that his new car was capable of the top speed of 35 kms in our, if at all it would be possible to at least open the doors and start the engine. Off course, he would have complained!!!

In summary, I am not at all impressed by Dell's customer support. Especially Mr PHILIP VAN MALEN may stuff this Axim at a place where sun will never ever shine.

Olav Nuijten, Rotterdam, the Netherlands

Dell Axim X5 Bought 30/6/2003
Dell TrueMobile Wireless CF Card
128Mb SanDisk SD Card
Tom Tom GPS System