What's Dell's history actually fixing problems?

Mtbrider · 03-13-05, 10:52 PM

First of all - I love my X50v, although it only lasted a week. And I don't know of any other handheld that I would want instead of it. BUT there are an awful lot of people reporting numerous problems with multiple units and I don't want it if it will keep breaking. Just wondering if those of you who have a history with Dell handhelds think that Dell eventually corrects these problems or just keeps sending refurbished units until your warranty expires? I am still within 21 days of purchase (but only bought a 1 year warranty) and could bail out if it is hopeless - I really hope it isn't. Thanks in advance for sharing your experience. This site is an excellent resource.

BKF · 03-13-05, 11:26 PM

Unfortunately, what you're reading is the vocal minority. Look at the stats on the News page. See how many new people sign up here everyday?

Granted, not all of them have Axims, but let's assume a good percentage of them do (why would they bother if they didn't?). Now, if they all had problems, you can bet there'd be nothing but bad things to say. Quite the contrary, though. I'm sure there are plenty of lurkers (and vocal members) who love their Axims. I know I love mine!

Yes, you'll get some people who have problems and have some issues they can't resolve. However, I'll bet a decent percentage is "operator error". Those with real issues usually get it resolved quickly from what I've read. Some wind up getting refurb'd units they're not happy about (dead pixels, etc), but I think for the most part people are happy.

You might get a lot of people responding that Dell stinks and whatnot, but unfortunately you won't get multitudes of people saying how great their Axims are. If you're happy, you're usually not as vocal about it.

Mtbrider · 03-14-05, 12:26 AM

Thanks for your input. You make good points. Fortunately, I had a good experience with Dell tech support and I should receive a "new" replacement unit in 3 or 4 days. Hopefully, the replacement unit will be problem free. I think it is a great handheld - the right features at a very fair price - and I expect to use it all the time.

santos · 03-14-05, 01:53 AM

BKF brings up a good point about the 'vocal minority'. As I learned in my business classes back in my college days, customers who are happy with a product tell about 2 to 3 people about their experience. However, customers with a bad experience with the product tell 7 to 10 people about it.

I read a lot on here how people are frustrated about spending x amount of dollars on a device and how it shouldn't have any problems whatsoever. Nothing is perfect. You could spend $1000 on a PDA and it could have the same problems as the Axim or even more.

I'm happy with my Axim. Yes, I'll complain when something major goes wrong, but if I can live with it, I do. :)

goiner · 03-14-05, 12:08 PM

I have owned mine for four weeks. It worked great until I flashed the ROM to A02 R95345 and installed the software. The key words are "and installed the software".

It took a little detective work, but the battery pack pro (BPP) software was affecting several items on the X50v. I uninstalled the software including on the desktop and reinstalled everything, including active sync. The BPP I left out. Since then, all is well and I have enjoyed this unit immensely. It does everything as advertised up to the fourth week. Preferrably I won't need to report back about a subsequent "week".

Good luck on your Axim.

Hari Seldon · 03-14-05, 12:48 PM

It does a real disservice to this community by claiming any amount of the problems people are having with their devices are due to operator error. If you recieved an Axim that does not suffer from any problems you should be happy and enjoy using it, not try to belittle the misfortune of others by claimng their problem might be self-inflicted.

Check out the sticky threads at the top of this forum. They are sticky for a reason, namely because they are problems that many Axim owners are experiencing. If you had any experience with using PDA's you will find that this is true of almost every device that has come along, and of electronic devices in general. Although the x50v is my first Windows Mobile device, I have had PDA's since the newton, and with each new model there would be common problems that would affect some percentage of those devices. Usually the manufacturer recognizes this and fixes the problem in subsequent production runs.

Laruuk · 03-14-05, 01:02 PM

I have a Dell Dimension 8200, A Dell Dimension 2400, a Dell Inspiron 1100, a Dell Inspiron 5150, an Axim X30H and an Axim X50M.

In the last three years I've called Dell Tech support 3 times. Once when I first got my 8200. The Sound card was fried. I spent ten minutes on the phone and a brand new one was sent out. Problem fixed in 24 hours.

Three months ago, the speakers that came with the 8200 crapped out. Ten minutes on the phone with Dell and I got new speakers within 24 hours.

The HD on the 5150 went kaput, 24 hours later, the problem was fixed.

I've had the two Axims (one is for my wife) for about three months now with no problems whatsoever.

In my experience, Dell customer service is excellent. I've not had a single problem with them (except for the accent of the operator on the last call.) in the three years I've owned Dell products.

EDIT - I'm not trying to belittle the Indian Operator, it was difficult to completely understand him a lot of the time is my only point.

BKF · 03-14-05, 01:35 PM

Originally Posted by Hari Seldon

It does a real disservice to this community by claiming any amount of the problems people are having with their devices are due to operator error. If you recieved an Axim that does not suffer from any problems you should be happy and enjoy using it, not try to belittle the misfortune of others by claimng their problem might be self-inflicted.

I'm sorry you feel this way, but a lot of problems are the result of incompatible software that people put on their Axim. When things go nuts, they complain about how bad the Axim is, when in reality it's a problem they themselves created.

santos · 03-14-05, 06:54 PM

Originally Posted by BKF

I'm sorry you feel this way, but a lot of problems are the result of incompatible software that people put on their Axim. When things go nuts, they complain about how bad the Axim is, when in reality it's a problem they themselves created.

Exactly. Why blame the Axim when it might be the software vendors fault? I'm happy with my Axim, but some of the software that people/companies I install crap it out (ie Wisbar slowing the thing down considerably). It's not the Axims fault but the programs.

Now, 100% of the problems are user problems, but I'd say a good 80% of them are.

Hari Seldon · 03-14-05, 10:47 PM

Nobody is talking about software bugs or incompatibility. This thread's title is "What's Dell's history actually fixing problems?" Sotware problems are irellevant to this thread because it's not Dell's responsibility to make their hardware compatible with third party software, it's the software developers responsibility to make their product compatible with the hardware if they choose. My comments were obviously pertaining to the topic of this thread, i.e. Dell's history fixing problems. Any problem that would fall upon Dell to fix would be with the hardware or preinstalled software, and thus obviously not due to operator error as somebody had suggested. You can see how your comments don't fit this thread, and really don't belong in this forum at all. The forum is entitled "X50 Hardware Troubles."

If you feel Wisbar is not a fully mature piece of software, start a thread entitled "What's Lakeridge Software's history actually fixing problems?" and stick it in the general discussion forum. Please don't come into the "X50 Hardware Troubles" forum and start telling people that a hardware problem is ever their fault. Remember, hardware is Dell's responsibility. I don't think you assembled your Axim yourself, nor did I mine.

santos · 03-15-05, 01:19 AM

Take a pill Hari. I was replying to BKF and agreeing with his point that a lot of users seem to blame every problem with the Axim on Dell, whether or not it is the fault of the hardware or user. I was merely using Wisbar as an example. Granted this is the "hardware" forum, it's still relevant to the whole discussion we are having here.

So instead of being the post police, why not let us discuss how some users think their problem is hardware related when it's not?

sbolingb · 03-17-05, 07:45 AM

My experience has been terrible. They have sent me 4 replacements (refurbs and new). So far all of them failed with the same fault within 1 week and no one will talk to me about the problem. I don't know whether they don't know they have a problem, are workin on a fix or if they are just ignoring it.

Great device when it works though :)

BKF · 03-17-05, 03:04 PM

That's pretty bad odds... What exactly is the problem you're having?

sbolingb · 04-24-05, 09:01 AM

Originally Posted by BKF

That's pretty bad odds... What exactly is the problem you're having?

If you leave an x50v in the cradle overnight it fails to turn back on in the morning. I have had 5 with the same fault. Dell keep shipping me new ones and I have kept the latest alive by charging and syncing via the little plug devices rather than use thecradle, which seems to work OK. I'm not happy that the device is flakey though. I want to rely on this device and am always worried it will die on me again.

04-24-05, 01:58 PM

Originally Posted by sbolingb

If you leave an x50v in the cradle overnight it fails to turn back on in the morning. I have had 5 with the same fault. Dell keep shipping me new ones and I have kept the latest alive by charging and syncing via the little plug devices rather than use thecradle, which seems to work OK. I'm not happy that the device is flakey though. I want to rely on this device and am always worried it will die on me again.

sounds like a bad cradle not a bad axim. Are you connecting the ac adapter to the cradle? does the charge light on the axim come on orange then turn green?