Axim X50v WM5 upgrade promised by February 6 - Hope or empty promise???

edge777 · 01-30-06, 05:45 PM

I have had my Axim X50v upgraded with WM5 for about two months. I have done all the registry tweaks, and for the most part have it working well. Of course, it's still unstable, slower than WM2003SE, and requires a ROM upgrade.

Today, Dell support promised me that an upgrade would arrive within a week (that would be by February 6, 2006). Now of course, I am a bit apprehensive, as Dell has twice promised me this before. However, I feel that I should post the support conversation so that other Dell Axim X50v owners can read this and hold Dell accountable. I asked for an upgrade to an X51v if the promise wasn't made. Of course, they didn't agree to that, but we should still hold Dell accountable.

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Your session ID for this incident is 1739415.

Time Details

01/30/2006 03:41:56PM Session Started with Agent (Zaheer_0155240)

01/30/2006 03:41:56PM (ME): "Dell Axim X50v - WM 5.0 - Always promised upgrade over-promised support no results no upgrades."

01/30/2006 03:42:52PM (ME): "Hi, I have a Dell Axim X50v running Windows Mobile 5.0. I have talked to Dell support twice before. An upgrade was GUARANTEED PROMISED by the end of December, and then by the end of January."

01/30/2006 03:42:58PM Agent (Zaheer_0155240): "Welcome to Dell Consumer Hardware Warranty Support for Axim and Dj. We have received your request and are looking over the question."

01/30/2006 03:42:59PM Agent (Zaheer_0155240): "While I review your question, I would like to inform you that you might get an invitation to participate in a survey at the end of this session. We would be grateful if you could kindly participate in this survey and give us your feedback and a few sugge"

01/30/2006 03:42:59PM Agent (Zaheer_0155240): "Meanwhile, Could you kindly give me your name and telephone number that is registered with us,please?"

01/30/2006 03:43:17PM (ME): "_________"

01/30/2006 03:44:26PM Agent (Zaheer_0155240): "Thank you for verifying the information.Give me a moment, while I study your case."

01/30/2006 03:46:20PM Agent (Zaheer_0155240): "Could you kindly describe me the issue ,please?"

01/30/2006 03:49:19PM (ME): "I'm thinking you guys would know the issue as it's ALL over the internet. I have a Dell Axim X50v which is upgraded to Windows Mobile 5.0. Of course, this is very unstable, and Dell has been promising an upgrade ROM for over two months (and getting many"

01/30/2006 03:52:09PM (ME): "are you still there?"

01/30/2006 03:53:22PM (ME): "???"

01/30/2006 03:54:13PM Agent (Zaheer_0155240): "yes."

01/30/2006 03:54:36PM Agent (Zaheer_0155240): "Kindly give me 3 minutes while i research on this"
01/30/2006 03:55:06PM (ME): "thank-you. forgive my frustration, but I have always loved Dell, and do not understand why their customer support on this product went down the toilet."

01/30/2006 03:59:18PM Agent (Zaheer_0155240): "I sincerely apologize for putting you to this inconvenience"

01/30/2006 03:59:34PM Agent (Zaheer_0155240): "thank you very much for being on hold"

01/30/2006 03:59:40PM (ME): "ok"

01/30/2006 04:02:55PM Agent (Zaheer_0155240): "I regret to say that this is an ongoing issue with win mobile 5.0 and we are well aware of it and I would like to inform you that our engineers are working on it to resolve the problems with it ."

01/30/2006 04:03:37PM (ME): "i've been told that twice already, and given pretty much an exact date on when the upgrade was coming. please understand if i do not trust or believe that answer."

01/30/2006 04:03:48PM Agent (Zaheer_0155240): "Dell values its customers and your satisfaction is our priority. Kindly bear with us for 2 more weeks we will be coming up with the patch file by then"

01/30/2006 04:04:07PM (ME): "if there is not a patch file in two weeks, what will Dell offer me?"

01/30/2006 04:04:47PM (ME): "or maybe I should ask, if a patch file does not come in two weeks, will Dell offer me an exchange for an X51v with the same extended warranty period I have?"

01/30/2006 04:07:01PM (ME): "(i currently have a 3 year extended warranty)"

01/30/2006 04:10:35PM Agent (Zaheer_0155240): "We have confirmed information that the patch will be released with a week"

01/30/2006 04:10:56PM (ME): "thank-you, can you give me an exact date on that?"

01/30/2006 04:11:38PM Agent (Zaheer_0155240): "I am sorry, I am not sure about the date"

01/30/2006 04:11:59PM (ME): "so, within a week, that would be no later than February 6?"

01/30/2006 04:12:43PM Agent (Zaheer_0155240): "yes. That's what we are expecting"

01/30/2006 04:13:00PM Agent (Zaheer_0155240): "Is there any thing else that i may assist you with today?"

01/30/2006 04:13:18PM (ME): "forgive me for asking more, but I have had this EXACT same conversation 6 weeks ago, and 2 weeks ago"

01/30/2006 04:13:32PM (ME): "as such, i need to be able to have some recourse if the update does not arrive"

01/30/2006 04:14:15PM (ME): "it would seem that with this product, Dell got into the habit of empty promises, and thus creating an expectable level of distrust"

01/30/2006 04:15:20PM (ME): "so, i'll even give some leway - if the update does not arrive by February 10, will Dell exchange my X50v for an X51v with the same extended warranty period I currently have?"

01/30/2006 04:17:04PM Agent (Zaheer_0155240): "Rick , I would like to assure you that we want to provide our customers with more than what we promise. Since, the operating system of Microsoft our engineers have to work to develop a compatible ROM that makes win dows mobile 5.0 to work with axim"

01/30/2006 04:18:16PM (ME): "i understand that, and like i said earlier, i have always appreciated Dell and their support. However, with this product they have given too many empty promises, and almost exactly word for word what you have said today. As such, I need to be able to have some recourse.”

01/30/2006 04:19:15PM (ME): "as stated above, Dell support has GUARANTEED that the upgrade patch would arrive 4 weeks ago, and today. GUARANTEED."

01/30/2006 04:20:00PM Agent (Zaheer_0155240): "We are sorry about that, but i am sure your issues will be resolved within a weeks time"

01/30/2006 04:21:22PM (ME): "I do have some time, so if it requires you to go beyond just the stock answers you have been given to respond, and ask higher levels of management, I would appreciate some sort of a guarantee of exchange."

01/30/2006 04:22:59PM Agent (Zaheer_0155240): "This can be best answered by the customer care department. Kindly contact Customer Care Department as they would be in a better position to address the issue you are facing. You may contact the customer care at Monday to Friday 10-17 hours CST at 800 6..."

01/30/2006 04:24:26PM (ME): "Thank-you."

netsyd · 01-30-06, 06:18 PM

Long read.

Do I believe it? No more than you do....

Let us know if they agree to the upgrade to the 51v :approve:

DudeZXT · 01-30-06, 08:43 PM

The guy is obviously foreign and you used difficult English words and expect him to understand???

If I didn't use English regularly and saw the difficult language you used, I would agree and let you put words in my mouth, too...

edge777 · 01-30-06, 10:03 PM

Originally Posted by DudeZXT

The guy is obviously foreign and you used difficult English words and expect him to understand???

If I didn't use English regularly and saw the difficult language you used, I would agree and let you put words in my mouth, too...

Whoa, that's being a bit racist no?

Storino03 · 01-30-06, 10:06 PM

No it isn't. Some english words don't translate to other languages in the same way or what was originally intended.

DudeZXT · 01-30-06, 10:58 PM

Is it RACIST to notice obvious differences in linguistics when you see them??? The poor guy probably has to keep a multi-language dictionary handy when he's working for Dell...

Besides, there's only one race that speaks intelligible languages and that's the Human Race - can you really divide that?

What a bunch of crap. Point something out and get called a racist. Too bad you people don't really know me.

coolbre304 · 01-30-06, 11:07 PM

Yall, this is a friendly site, just let it go. Sometimes words don't exactly translate properly, and sometimes just lose their meaning. Just chill.

Now, Do I believe them(him)? Nope. Will I lose any sleep over it? Nope. Should you? Nope.

It's Dell, if they do come out with an update by that time, good for them. But am I gonna sit here and really wait for it? Nope. I gave up on that while waiting for A04.

notenufsleep · 01-30-06, 11:49 PM

talk is cheap

edge777 · 01-31-06, 11:28 AM

Sorry man, no offence intended. I live and work in a multi-cultural area, and just see people as people. I'm used of people with all sorts of names, most are born right here.

I wasn't trying to trick him, the timing of his responses nor anything he said caused me to believe he was having trouble understanding. For online chat support, Dell reps are literally talking to multiple chat windows, and I'm fairly certain have a firm grasp on English (it is a US/Canada support). I was simply urging him to go beyond the provided answers and really see if something is coming.

Anyway, back to the main point, I truly hope that Dell is working with Microsoft to continue to support WM5 on the X50.

psionandy · 01-31-06, 11:31 AM

Regardless of nationalities, or ethnic groups.... Dell Employees have been known to lie to people in chat sessions, email, or telephone just to make them go away for a while.

They think its customer service

Gang1 · 01-31-06, 12:24 PM

Hello

I Have a Dell X50V that i upgraded to WM5.
I had major battery drain problems, and tried all the hotfixs,
no sd,cf cards, fix the active sync problems and uninstalled the one bit of third party software, to no avail.

In dec I spoke to Dell to be promised a patch soon, but it never happened. Phoned back today and was told NO PATCH ever is coming.
No replacement Axim X50v or X51v even if i contribute to it.
Only a refund on the upgrade disk...

I take that Dell have basically cut all Support for X50v WM5.
I asked for a total refund to no avail..

What now???
Nick

02-02-06, 01:37 PM

Originally Posted by Gang1

Hello

I Have a Dell X50V that i upgraded to WM5.
I had major battery drain problems, and tried all the hotfixs,
no sd,cf cards, fix the active sync problems and uninstalled the one bit of third party software, to no avail.

In dec I spoke to Dell to be promised a patch soon, but it never happened. Phoned back today and was told NO PATCH ever is coming.
No replacement Axim X50v or X51v even if i contribute to it.
Only a refund on the upgrade disk...

I take that Dell have basically cut all Support for X50v WM5.
I asked for a total refund to no avail..

What now???
Nick

can someone verify this??? is dell abandoning giving x50v wm5 users any support?

i will be really pissed

chewbacca · 02-02-06, 03:49 PM

we should probably get a x51v if we don't get an update

02-02-06, 04:58 PM

Originally Posted by chewbacca

we should probably get a x51v if we don't get an update

that would be pretty sweet...if they allowed us to exchange our x50v's for x51v's haha

edge777 · 02-03-06, 01:06 AM

Originally Posted by Gang1

Hello

I Have a Dell X50V that i upgraded to WM5.
I had major battery drain problems, and tried all the hotfixs,
no sd,cf cards, fix the active sync problems and uninstalled the one bit of third party software, to no avail.

Actually, I've done a few simple things which have more or less made my Axim X50v perfect (but I still want the patch). I still have memory card issues (especially when Pocket IE uses my SD card for cache). I am running many types of software too, with no issues.

-Disable and remove the Odyssey Client (take it out of the start up folder).
-Used Tweaks 2K2 for registry updates (you can do it manually as well).
-And finally, turned off any auto sync settings (which were causing the battery draim, details below).

So, I'm more or less happy, but just feel support should still be offered. Plus, I want the ability to run more third party apps without major slowdowns.

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FIXING THE BATTERY DRAIN (and actually making it faster):

This 'server trick' was discovered by another Aximsite forum member known as Invid a little while ago. This information is courtesy of him originally, and copied many times throughout the Aximsite forum, but I am re-writing in easy to follow laymans terms to hopefully make this a sticky, and stop the multiple posting regarding the same old problems. Here we go!

1. Turn on your Axim
2. Go to Start > Programs > Activesync. This will open the Activesync program.
3. Tap Menu at the bottom right hand corner of the screen. This will bring up the Options Menu. Notice the option Schedule... is greyed out? This is the all-critical option we need to get access to. But as it's disabled we can't change Activesync's default synchronisation schedule.

Ok, so how do we enable the Schedule option? Easy!!! Fool Activesync into thinking there is an Exchange Server to sync with:

1. From Activesync's Menu tap on Add Server Source.
2. In the following screens you can enter any old garbage. It does not matter, but just in case your unsure, just type the following in the indicated boxes:

Server Address: fake
Tap Next
User name: fake
Password: fake
Domain: fake
(Ticking save password or going into the Advanced menu makes no difference, so no need to bother).
Tap Next
Untick all of the 'Data you want to synchronise' options
Tap Finish

3. Ok, we're done creating the server. You should now see in Activesync's main screen your normal Activesync connection(s), and a new connection called Exchange Server.
4. Go back into the Menu, and lo and behold the Schedule option is now enabled! Go ahead and tap it!
5. You will see that both options in the Schedule screen are set to Every 5 Minutes (A01 Rom), or Every 10 Minutes (A06 Rom). This simply will not do! ( * Advanced users - please see my note below * )
6. Using the drop downs, change both the Peak times and Off-peak times boxes to Manually.
7. Press the OK button at the top right of the screen.

Congratulations! Activesync is now gagged from opening on it's own and ruining your life! Your work is not done just yet though - time to clean up and get rid of the now unwanted fake Exchange Server.

1. Go back into Activesync's Menu, then Tap Options.
2. Highlight Exchange Server, then tap Delete. A warning message will appear about removing files etc, but as you have no files associated with the fake Exchange Server, it's nothing to worry about - just tap Ok.
3. The list will now only show your remaining PC Sync connection(s). Obviously do not delete these!

So there you go, your Axim will now be happy to lead a normal and fulfilling life serving your organisational needs.

You may now put your Axim on Standby safe in the knowledge it will turn back on when you need it to. You can be sure that your CF and SD cards are no longer going to go walkabout. You can be safe in the knowledge that your battery should no longer lose it's charge. Etc etc.