WM5 Upgrade - Let's stop whing to each other

MleB · 11-19-05, 09:18 AM

- or expecting Dell Support to offer guidance.

Instead, allow me to suggest that everyone who has a WM5 Upgrade story (good or bad) should email

michael_dell@dell.com

with it.

Not too long ago I sent a businesslike but friendly email to Customer Support (cc'd to Michael Dell's office) explaining that while I had (finally) received my 'free' Upgrade CD for my September purchase of a X50, having done some reading online, I had no intention of installing it.

This resulted in a phone call from the Executive Offices, referring to the email to Mr Dell, asking me what was I talking about.

(for the record, it was Dell Canada's Executive Offices. The caller's name was Betty, her direct line is 416 773 5315, and her title and responsibilities are lengthy)

Told her to take a look at Dell's own user forums as well as Aximsite - I listed a few others. And maybe she should talk to their people in Support.

Deathly pause, then 'Oh'. If I'm to believe this caller, this is the first the Office had heard of problems. Yeah, well...

Anyhow, she promised to get back to me. She touched base with me again yesterday to let me know I've opened up a bit of a can of worms there (sounds like terse memos to/from Dell and Microsoft and each other's Support services) and that she'll call back next week with a further follow-up.

So I figure if I'm the only one they've heard directly from (and I haven't even installed the OS), how much more enlightening it would be for Mr Dell to get a fuller representation of the Dell Customer base and their stories on this?

We, as users, already know the stories - it's their turn.

michael_dell@dell.com

and maybe

kevin_rollins@dell.com

Go ahead, knock yourselves out.

tallredwookie · 11-19-05, 09:43 AM

We aren't whining...this is the biggest support group I've seen for an electronic device. I got a hold of Dell plenty fast and they sent a new model out to replace my brick. I do agree that there should be better accountablility on Dell's part, but honestly who is going to send you a new part? Micheal or the people they transfer you to, which would be the same support center you would have called, email or chatted to. The great part about this forum is the ability to vent...that allows us to find problems and solve them quicker.

11-19-05, 02:35 PM

I agree with tallredwookie on this one. If I didn't have this forum, there are a lot of problems with my axim I would have never been able to fix on my own. Keep up the good work guys!

11-19-05, 03:18 PM

I personally have complained, but not to Dell. You can read details regarding WM5 in view MyPDA link.

I am not going to email the top of the chain of command regarding a specific problem. That is not how chain of command works. Besides, Dell is aware of this, as they have tech support meetings, and their supervisors have meetings etc. This is an entirely new OS system that by itself works rather well. There are some recommendations in other threads on this site if a person was to search to make it run even cleaner. Let me remind you that this is a system that is changing the platform of which the Axim runs. This is a major upgrade. The problems are third party software and hardware. Numerous venders are working on these changes.

So before we jump the chain of command at Dell, we must evaluate if all is being done, or if Dell is truly at fault. They are not at fault, the system does work, Microsoft has a better product, though a little security crazy, and most of all third party vendors are looking at the problems their software creates.

Be patient, in time most everyone will love WM5. Aximsite is here from the beginning of this, so all will be heard, and the negatives of WM5 are heard more then the positives. If you read through the majority of WM5 threads, you will find most are becoming successful at updating. Again be patient.

MleB · 11-19-05, 04:47 PM

Ah, but I meant whining in That Good Way -

;)

The collective talent as found on this (and many other) forum sites in regards to making our technology work is outstanding - but we've just about hit the wall as far as reporting the problems to each other and trying fixes or work-arounds is concerned.

Its now (past) time for Dell and/or Microsoft to take responsibility for the technology they issued and 'make it right' for their users.

If, for whatever reason, the head of a company is not hearing about problems that appear to directly and adversely affect their products, their reputation and potentially, their bottom line, then sorry, but their chain of command is not working properly. If that means someone has to jump the line to bring it to the attention of those higher up the food chain, then I have no problem with that happening.

And if that knowledge results in a little sh*t-disturbing that causes the issues to be resolved rather than simply begrudgingly acknowledged, then isn't that better for both consumer and the Company?

I don't know (or care) who is responsible for the shoddy workmanship of this OS /AS upgrade in regards to the Axim it is meant to apply to. I do know that it should never have hit the street as is - essentially a rough Beta fobbed off as a Gold release. And if the Powers That Be weren't aware there was a problem, they are now - with luck.

Jukov · 11-19-05, 05:23 PM

What's wrong with whining -give me a topic and I'll whine like there is no tomorrow

soulmirror · 11-19-05, 05:41 PM

I think it's good for those of you who've been having WM5 blues to say it to Dell and talk about it here. Lots of cool solutions have come up here... the Aximsite membership base should be proud of that. And someone at Dell on the Axim team *should* be at least skimming this forum. There's a ton of good stuff here.