For the most part, I agree with what is being said here, but my issue is not with Dell's response, which was reasonably timely given the timeframe, but with Dell tech support. Had Dell known of the problem, how hard would it have been to instruct support people to say, "Gee, you know, we have heard about that, and we're not really sure what the problem is yet, but we're working as hard as we can on it." Instead, I got 2 support folks who told me, 1. "No, that's not an issue. I've got my PPC2002 machine here and it's just fine (doh!), and 2. (In response to asking why Dell pulled the upgrade from their site) "Um, the upgrade was never on the site....no sir, I don't think you saw it...well, regardless, we don't usually offer that kind of thing on the Internet." Ever heard of ROM updates, buddy?
My disappointment comes from the release of a faulty product. I was quite happy to let it slide and wait for an update until my negative support experiences, and Dell's response denying any "formal complaints" is more hogwash than I could stomach. I called Customer Care yesterday and requested an RMA...the lady (who was extremely nice...almost made me feel guilty for sending the thing back) offered me $40 to keep it. When I said no, she suggested she send the $40 anyway, I could keep the unit and just sell it. Wha?
Major factor #2 in this is, of course, the ubiquitous HP2215. After seeing one in action at Best Buy I felt like I was getting robbed by Dell.
The Axim and 2215 are crossing paths in the mail today, and I'm glad for it. I totally agree that some people have overreacted, but honestly, if you lay down $300 plus accessories for a unit, you expect it to work as advertised, and you want a fix damn quick when it doesn't. What's the point of "mobile productivity" if it takes 10 seconds at a time just to get something loaded so you can make a new contact or appointment?
Originally posted by davewnyc ...
And re: the 2003 bug at DELL, I don't think anyone lied, did they? I mean, when a problem comes up, the company needs to do research before they say or do anything that may further exacerbate the problem, (I mean, this wasn't a Johnson and Johnson Tylenol recall situation where peoples lives were in danger, right?!?!?!). And when they did the research and were satisfied, they came out with quite a reasonable approach to deal with the situation, no?????
I dunno, that's my two cents...PLEASE don't flame me!!
;)
This is no flame:::
I agree they need to research what is going on. What gets me is when they halt units being shipped out and still have made no formal statement. Also they go far enough to halt orders but the units already recieved by customers and complaining of performance, they respond by saying, 'there is no problem.' C'mon.
They know there is a problem enough to halt shipments but advised customers complaining that there is no problem?
Jeez what a bunch of complainers. 3 Weeks ago when I joined everyone was happy as a clam and now that they cant have MM2003 THE DAY it comes out everyone hates Dell. Thats lame. Does Dell sell anything else besides handhelds, I forget?
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What strikes me with this case is this: I have always thought that the big advantage of buying a brand-name computer as opposed to a noname computer is that the brand-name computer is extensively tested and made of parts, hardware and software that are guaranteed to work together flawlessly. That's why Dell desktops are thought to be good. But now it has become obvious to me that Dell has not done any serious testing with the Axim. The very first, simplest test would have shown that there is a big problem with the WM2003 unit. Or another example, if you order an SD card for your Axim from Dell's website, it offers Sandisk SD cards and it says: "This product has been tested and validated for your Dell™ Axim™ X5 Handheld." Which again is either a big lie or the test consisted of writing and reading a single small file once and that's it; everybody now knows that basically all Sandisk SD cards will fail sooner or later. So basically it looks like we should consider the Axim a noname unit that has not really been tested.
Well, at least from the Accessories page. However, you can still add an SD card when you order a new Axim, and experience shows that they ship a Sandisk card. Which is quite dumb.
Dell probably didn't get the chance to update the pages where you order the Axim or Dell will just package the SD memory cards as long as you order it with one of their PDAs. I also saw choices of SD cards if you purchase a PALM.
__________________ What God has brought together, let man not part. Matt 19:6
Originally posted by ceej13 So basically, unless there are any other objections, Dell should have immediately notified Axim consumers as soon as they even caught a glimpse of the problems that were posed to them.
They could have done it quietly. All they would have had to do is send a mass email to Axim owners, alerting of the problem and advising there's a fix in the works.
Originally posted by Superguy They could have done it quietly. All they would have had to do is send a mass email to Axim owners, alerting of the problem and advising there's a fix in the works.
As long as Aximites know about it. the killer is waiting for the fix.
Man. sounds like I'm on drugs. :p I need my fix, man.
__________________ What God has brought together, let man not part. Matt 19:6
This is very interesting considering that I just bought mine on the 30th. Thinking about sending it back for a refund, then purchasing again when the fix is applied to the new ones being shipped out.
You would hope these issues can be resolved through a software patch, but still being within the 30 day refund period makes me think twice just in case hardware will need to be fixed. Now what?:rolling:
Originally posted by DennisFranz Its just really 'funny' that they are holding shipping of new units yet they say there is 'no problem'. I understand that they admit they found a problem now but the point still stands.. Untill the news blurb, they stated that there is no problem yet orders were being held.
This makes it obvious that Dell knews there is a problem even before the 'big revelation' and on the same day made the public announcement. Iit is entirely handled in a poor management decision.
they said there is a problem, did you read the article. it clearly states that there is a software glitch and there is a problem. they are working to fix it.
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