Sending back my Axim for good... - Page 3

David Metzener · 02-19-03, 10:42 PM

Just out of curiosity...

Which did you buy?

Just in case...;)

jd4science · 02-19-03, 11:11 PM

I just had to send off for a replacement (d pad) and she said 4-5 buisiness days. That's odd. :rolling:

G. Christopher · 02-20-03, 12:02 AM

I have read about the horrible customer service on other PDA forums and other web sites as well. I cannot remember which site but, 20% of the users did not recommend the Axim, not because the product was bad, but because of the customer service.

Dell better smarten up. Maybe that's why they are no longer the number 1, computer manufacturer.

BTW, I get my dell 400 next week. Let's keep our fingers crossed.

WindWalker · 02-20-03, 01:05 AM

Quote:

Originally posted by G. Christopher

Dell better smarten up. Maybe that's why they are no longer the number 1, computer manufacturer.

That's news to me......who is supposedly #1 now? HP/Compaq? I think its all in how you mince the numbers, but Dell is still taking market share from their competitors. Consider the reason they aren't #1....HEwlett-Packard and Compaq combined into one company that is still working out product line issues. Dell lost no market share, just a competitor.

Budman · 02-20-03, 01:19 AM

on dell's website http://www.dell.com/us/en/gen/learnm...da.htm&ref=CFG

Budman · 02-20-03, 01:24 AM

I guess I was late, and no it does not say subject to availability, and Ender, even though I doubt you are still reading this. I work in a call center, I recommend (incase you ever have a problem like this again) Get a pad of paper, and a pen, and Then talk to the ppl, write down the names, and respond to them with there names, keep a list. When I was calling about a billing problem. I had a list of 6 names. So when I called the last time. I asked for the Sup! After I replied with his name. for example

Hi this is Bill, How may I help you
Yes Bill you can help me by giving me your supervisor

This is dave, Super on duty, How may I help you?
Yes Dave, I have been having some problems with Rene, mike, Ken, etc they have hung up on me, and made my experience really horrid. I have a simple problem.....

This works wonders, And I have gotten over 15 ppl fired at dell. I know I shouldn't be proud of that, but heck they were rotten reps anyway! I love dell, just not there customer service people. Incase you were wondering. I work at a call center larger than dells, and we have much better reps...

Metlife Auto & Home, How may I help you? <thats what I have to say every day!

G. Christopher · 02-20-03, 07:08 AM

WindWalker

Quote:

That's news to me......who is supposedly #1 now? HP/Compaq?

yup, this is in terms of the last quarter profit margins. I don't know what the latest figures are, maybe Dell is back on top, but for the first time in 2 years they dropped from #1.

cybermage · 02-20-03, 08:52 AM

About some Dell employees not being as smart as others... I work closely with Dell at my business as a VAR and I've had EXTREME issues with their customer support people. Sometimes I wonder if they didn't really hire those idiots in their commercials.

But, the Axim still beat the competition for price and features so I went with them anyway ;)

CalgaryCowboy · 02-20-03, 09:50 AM

Maybe we have been too tough on the reps. It is possible that they all got a memo saying that replacements are not going to be available for a few days. I worked at a new home builder in the customer service department. I think more than once people thought they got me fired but I was just doing my job. However if they ever said "that is not acceptable" I put them through to my manager or the president. If he wanted to throw them a $800 freeby they could buy if I did it I would have alot of explaining to do.

BTW- If you think people are anal about a $400 axim try dealing with people buying a $200,000+ home and mortgaged to the hilt : )

Ender78 · 02-20-03, 12:37 PM

Budman,

Problem #1: The problem was that they would not get a manager, no lie. Every rep I called in the two days I was trying to resolve this issue said that all of their Mangers were in a meeting. I find that VERY hard to believe that Dell would leave an entire department without supervision for two full days.

Problem #2: I wrote down evey reps name I could speak with, but it didn't matter since none of them would transfer me to their superiors.

Problem #3: Please read the fine print at the end of their 'Great return policy': "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."
With the emphasis on "Availability varies." I contacted them on Monday and they said they could not garauntee I would receive a replacement by Thursday. Unacceptable!
They are so close to false advirtising as you can possibly get.

The bottom line is it's only a toy that's supposed to be fun. Dealing with this is certainly not fun. That's why I cut my ties with Dell.

-Ender

SportsCars · 02-20-03, 03:19 PM

I cant' blame you for returning it for a refund after your experience. A good doctor, attorney or C.E.O. can earn in a couple of hours what these things cost, so why spend that much time wrestling with a manufacturer over a 'lemon'. Time's too valuable. Thankfully, yours is a rare story around these parts, and hopefully for Dell's stockholders, a rare story period. Good luck.

techguy · 02-26-03, 06:03 PM

with regards to the issue of the screen becoming non-responsive:

If while holding onto the axim, one of your fingers is touching the touchscreen, and you're using the stylus at the same time, this will lock the system up, as you described it.