Sending back my Axim for good...

Ender78 · 02-17-03, 08:43 PM

Hello all,

This may possibly be my last post on this site. My Axim finally arrived today and after about 15 minutes of use (playing MP3s and changing the themes), the speaker went mute. I checked the volume settings which were seemingly Ok. I thought "that was a little wierd," so I did a soft reset. The screen became non-responsive at that point. So I did a hard reset to see if that would correct the problem... nothing. I then took both batteries out, let the unit sit for a couple of minutes and tried it again.... nothing. I can't get the darn thing to even get past the "Tap the screen to setup your Pocket PC" screen.

I called Dell's tech support and they could not figure out why it was malfunctioning. After attempting to transfer me to customer service, I got disconnected. I had to call back again, this time with an even longer hold time. Their answer was to issue me a new one. The problem is that I ordered this unit for a lot of uses, but more importantly for a trip I am leaving on this weekend. They said it will be another 2 weeks (at least)!!! I'm now very put off because I'm now looking at a total wait time of a month to get a properly working unit after investing over $500 in it. I could not believe that they could not take the extra step to do everything they can to issue me a new one ASAP. In my line of business, that would not fly.

I am very torn, because at a 15 minute glance the unit was great, but I cannot get another one before my trip and that is a shame. Dell's inability to go the extra mile has left a horribly bitter taste in my mouth. I am going to have to "plunk" down some more money and buy an Ipaq or a Toshiba instead.

Dell just lost a potential lifetime customer.

Signing off,
-Ender

Therigwin · 02-17-03, 08:47 PM

Umm, did you charge the battery for the 4 hours first.

I know, dumb question, but I couldn't tell from your post.

(It always helps to do what the instruction instruct us to do)

Ender78 · 02-17-03, 08:50 PM

Yes

Therigwin · 02-17-03, 09:01 PM

Major disappointment.

I am supposed to get my tomorrow.

Good luck on the future.

poor fat kid · 02-17-03, 09:08 PM

My friend has a Toshiba, a 7 something and has many problems with it. If we did not get all the snow he was going to return it today and order a Dell.

**Chris Leckness** · 02-17-03, 09:09 PM

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...

RHS · 02-17-03, 09:50 PM

You didn't by chance install a screen protector did you? Sometimes they can cause the device to lock up and it will not respond to anything, including a hard reset. If the edges are pushed under the frame around the screen, that will put pressure on the screen and make it non-responsive.

VNgo · 02-17-03, 09:56 PM

You're guaranteed replacement in one business day for the first year; it's in the contract.

Ender78 · 02-17-03, 10:09 PM

"You didn't by chance install a screen protector did you?"

No.

Ender78 · 02-17-03, 10:10 PM

"You're guaranteed replacement in one business day for the first year; it's in the contract."

If that is the case, they apparently didn't read it.

02-17-03, 11:21 PM

Quote:

If that is the case, they apparently didn't read it. [/B]

From reading this thread, you should now know that your warranty rights are greater than you thought. Call Dell back and get the replacement you deserve, which should arrive in a day. You can't ask for anything more.

'nuff said...

Ender78 · 02-17-03, 11:33 PM

I've read Dell's "Terms and Conditions of Sale" and I cannot find anything about having defective items replaced by the next business day. If you know where it is, could you please point it out so I can tell them where it is in writing.

-Ender

02-17-03, 11:38 PM

OMG! Just try to call Dell again for goodness sake and put down your copy of the "Terms and Conditions of Sale". It won't help you to quote it to the Dell CS rep.

If you can't get them to expedite shipment of a new Ax to you, I'll be shocked. Dell is THE BEST about returns. Just keeping trying please.

I'm trying to be kind here (not sarcastic), but don't give up so easily.

andsoitgoes · 02-17-03, 11:43 PM

Ender - I agree here, call Dell - just talk to them, they'll listen.

If they don't, call them back and talk to someone else. I got on the horn with them almost mid-day (their time) and in 15 minutes had a replacement on its way.

Next day, I hear a buzz at the door - it was Purolator (Canadian version of UPS) and my new Axim was there.

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.

What I can say, however, is do NOT give up - The Axim is the best deal for the money. I can assure you that you won't get this kind of support (quick and "no-questions asked" replacements) from *any* other company, especially not HP!

Once you get a unit that is good for you, and this will happen - honest, you'll love it. Trust the 2000+ members of this forum :)

Nick

CalgaryCowboy · 02-17-03, 11:44 PM

Try again! My experience with dell is that not all there people are as knowledgeable as some. I have been in the customer service sector for a long time and can give you some advice. First if they don't give you what you think you should get ask for it. If they say they can't do that ask to speak to someone that can (their supervisor). Second the most powerful words you can say is "that is not acceptable" they usually will offer other alternatives after using this. This is how I got them to throw in a free cradle upgrade for me. They said "that is not included when ordering from this section" when I gave them the line they responded "ok I'll take it off for you". Different reps depending on experience ect. will be empowered to do things for you.