Sending back my Axim for good...

[Ender78]

1st: I tried during two separate phonecalls (two CS reps and two supervisors). They said they physically do not have the units to have them delivered by Thursday... which I think it B.S. They just don't want to delay another person's order to appease me.

2nd: If it is in fact a in the expressed warranty from Dell to get a replacement shipped by the next business day (which people on this post have stated), that is a legal binding agreement. That is a "contract" which is illegal for them to break. I'm hoping to find that written somewhere so I can muscle them to move on this in legal terms, because everything else I've tried has not worked.

Listen, I am a retail manager for a major outdoor sporting goods company. I know how to deal with this because I deal with it every day. They aren't going to get it to me any sooner unless I can find a legal reason for them to.

-Ender

[falgun]

wow damn seems like u have problems with the unit. You should know out of all the axims they make a day they are bound to make a few bad ones. same goes for any electronics. I bought a sony dvd player and that sucker just did nothing for me i exchanged it for the same exact thing and that one works flawlessly. it could just of been a bad one u never know you cant judge everything by just 15 minutes. a lot of people have posted on this forum about how they love the thing and you give up after 15 minutes. UGH :) but still exchange it. now if your second unit suxs just as bad then you are entitled to gripe :)

They aren't going to get it to me any sooner unless I can find a legal reason for them to.

-Ender [/B]

You are wrong. Get over it and keep calling. I can't be any clearer than that. I don't mean to gripe at you, but the answer is within repeated calls to Del-CS, not in this forum.

I think you will be thrilled with the Dell once you drop this terrible dud you got. Please don't settle for less.

[Chris Leckness]

What we are trying to do here is help you out. There are idiots that work for every complany in America. You will sometime get them. ( hint : when a person in a customer service enviorment is asked to speak to a supervisor... 1st they try harder to help. - you insist 2nd they get their nieghbor to act as a supervisor... This is not true in all enviorments, but I KNOW IT HAPPENS SOME PLACES FOR A FACT)

I got mine in 10 hours ... I was assured that it had nothing to do with running this site....

The Axim is my favorite PDA I have ever owned.....

[Ender78]

I'll give it one more shot tomorrow morning, the CS Dept is closed until then.

[WindWalker]

There should be no need to muscle them on that. When you bought the Axim, the item line on your purchase should read:

Type 11 Contract-Handheld Advance Exchange 1 Yr. Limited Warranty

That is all they need. Tell them it failed, and that you wish to get a replacement. 24 hours, you chould have it.

[rcirka]

Click here or just go to the website and configure a handheld. On the option list where is says "Limited Warranty", hit the "Help Me Choose" link. It says:

What is Advanced Exchange?

In the event you have a problem with your Axim that cannot be resolved over the phone, we will ship you a replacement unit next business day1. Synchronize your new unit, ship back the defective unit and continue to enjoy the power of your Axim handheld.

1 Replacement system or replacement part will be dispatched, if necessary, following phone-based troubleshooting, in advance of receipt of returned defective part or system. Replacements may be refurbished. Defective unit must be returned. Availability varies. Other conditions apply.

I think that is clear enough. If they don't send you a new one it would be considered false advertising.

Originally posted by andsoitgoes
...
The second replacement took a bit longer, both delivery time and time dealing with the bloody people on the phone. Because I had just received the replacement unit.

I may have to do so on THIS unit as well, so I figure that won't go over too easily - but who knows.

Nick

Nick, what's wrong with the Axim's you get, that you need to replace them 3 times? That does not bode well for the quality of this PDA...

Neko

[Emonair]

Originally posted by AximSiteAdmin
They lied to you about at least 2 weeks. These replacements have been rolling out in 1 day. I got my replacement 10 hours after my call.

Call back...

I agree, my experience with Dell is they underpromise and overdeliver in every way, shape and form. You do have to figure out how to communicate your needs to Tech Support or they will blow you off for someone who didn't follow the directions. ANY tech support with ANY company does this. Don't take no for an answer. Explain your situation and what you feel you're entitled to. Ask to speak to someone who can help you, a manager if necessary. If you get a manager they will probably priority overnight it at no cost to you. They've done this for me before.

[andsoitgoes]

Originally posted by KuroNeko
Nick, what's wrong with the Axim's you get, that you need to replace them 3 times? That does not bode well for the quality of this PDA...

Neko

You'll have to understand - I'm *really* anal. My D-Pad doesn't push down perfectly in all directions, and I'm picky enough that I want it *perfect*.

It still works, but since I like to use my Axim for a plethora of different uses (games, etc :)) I need it to be as perfect as possible.

The Axim, itself, is a fine unit - especially for the price. I thought about this after I posted the message, I should have clarified and I apologize about that... so fear not!

Nick

I've been reading posts in this forum for several weeks. In that time I've read of well over a dozen return cases with Dell (usually D-Pad related), and not one of them took over 1 day.

You got hold of somebody at Dell who just doesn't know what's up. I just can't believe you'd get the same response again.

I am sure everyone here knows about the 24 hour exchange policy.

However, according to dell it is really 1 business day after they complete manufacturing your unit.

So it really is 4-5 business days.

[Ron C]

Per Dell CS, the 1 day replacement means that they ship using a 24 hour delivery service ( asked 3 different reps, got the same response). They may take whatever time they need to get the replacement out the door. I've had two 400 replacements for D pad and voice recorder static. One took 4 days, the other took 9 days. Both were worse than the original and went back. I do think that the problems are negligible compared to the overall value, but the customer service is horrible.

[Wolfsky]

http://www.dell.com/us/en/gen/topics/segtopic_axim.htm

SEE LAST LINE

Dell Axim X5 handhelds are well equipped with superior standard and optional features including:


Microsoft® Pocket PC 2002 Premium Edition and Microsoft Pocket Office applications
Microsoft Outlook, Internet Explorer, and Microsoft MSN Messenger capable
USB Cradle (advanced Axim) with second battery charging slot
Integrated CompactFlash® (CF) Type II and Secure Digital/MultiMediaCard slots to add storage or wireless communication cards
Removable Lithium Ion Battery and optional high capacity Lithium Ion Battery
Built-in microphone and speaker
Stereo headphone connector
IrDA port
Optional 802.11b wireless CF card for network or WiFi connectivity
Optional keyboards
1 Year Next Business Day Advanced Exchange Service1

[Ender78]

Sorry gang.. but I am no longer the owner of a Dell Axim. After 3 more service reps (non of whom would get a manager for me), 1 hang-up, 1 transfer to an automated service in leu of a rep, a ton of incompetence, and 2 hours later, I decided to send the unit back for good and forget about the replacement.

Every rep told me that even though they state on their website that a replacement is shipped next business day it still depends on availability. I am so put back my Dell's misrepresentation of their customer service and return policies. I will NEVER buy another Dell product ever again.

I hope all of you will continue to have good luck with your units. As for the webmaster and forum admins, keep up the great work. This site is a wonderful resource for people who can deal Dell's headaches.

FYI: I was able to get a really good deal on another PDA from my local CompUSA in Latham, NY and the sales person (Serge) was immensely helpful. Even though I spent a little more money on another non-Axim unit it was well worth it... especially because I was able to get it in time for my trip.

Good Day All,
-Ender