I think Senacases is giving me a line...

Louse76 · 12-28-05, 10:37 PM

Well, we all know about the D-Pad issue with the Sena Cases. I lived with it for a while, even though I have to take my Axim out of its case whenver I want to make use of the D-Pad. It is mostly a good case otherwise. I lived with it becasue I didn't think there was a solution, now I see that they have resolved it.

I emailed them about that, and about another issue where the magnet portion (to the left, on the interior, where it actually touches the face of the Axim) is actually wearing through and wearing off the finish of my Axim, and I asked them to exchange my case. Anyone else had this issue?

They wrote me back, not even addressing the second issue, which is truly a defect. I will not summarize the reply, but rather post it below.

Quote:

Dear Mr. Xxxxxx:

Thank you for contacting Sena Cases Customer Support Division. The issue that you are writing to us about is not a defect, The case was made to fit an earlier model of this same device. The device you have is not the correct device for this caase, it was correct for the X50 x51 not the X50/X51V. Dell made slight changes to a later released version of the device. The case you received was for the earlier version. We would be happy to reduce the cost of the case to $25.00 plus shipping and handling if you would like to purchase the DELL AXIM X50 X51 case that has the improvements to accommodate your device. You have not addressed thisse concerns earlier in the ownership of the case, when we could have offered a case swap. Please call me at 866-271-7362 ext. 1 my name is xxx I will be glad to assist you with the purchase at a reduced price of the new version of the DELL case.

Your business is very important to us and we would like to do our best to meet or exceed your
expectations. Be assured that we value you as a customer and want you to know that our company
will continually strive to manufacture only the finest quality products.The best compliment Sena Cases can receive is for our customers to refer our products to family friends or others in the PDA Smart Phone community.

If you have any future questions, please feel free to contact me by e-mail or any customer support staff member by calling 866-271-73362 ext 1.

Have an excellent day!

xxx

Customer Relations Division

Sena Cases

This makes NO SENSE. First, the X50v is not a newer revision of the lineup, they were released at the same time. Plus, I've had my unit for over a year, and I was bought this case (as a birthday present) around 4 months LATER (March 2005).

To my understanding, the D-Pad is exactly the same and in the same place on all of the units in this bodystyle, v or no v, correct?

This sounds like a line that they cooked up to appease people that contact them with this issue. Lucky for me, I know that that is basically FALSE (unless there is something that I am missing).

Their offer is nice, but it is not what I am entitled to. I would understand if they wrote back and said tough etc, but they shouldn't spout me some line that is COMPLETELY UNTRUE. And they DO in fact owe me a new case because of the second defect listed, which THEY DID NOT even address!! Instead of offering me the warranty service that I am entitled to, they try and make a few extra bucks off of me.

I really personally like the case, and was even willing to work with the D button issue (though I really feel that I should not have to... it was A POOR DESIGN), and hell, even wearing a hole in my Axim isn't THAT big of a deal, but come on?

At least she was nice about it...

I'll write her back nicely tomorrow after I hear some of your comments and make sure that I am not off base anywhere.

callmemoe · 12-28-05, 11:16 PM

I would say that the magnet problem is the issue to address with Sena if the leather is basically eroding away allowing the magnet to scape the Axim. But it has been so long since I received my case I am not sure what the warranty covers.

I don't really feel you on the d-pad issue because you had the case for about nine months before contacting Sena. Regardless of what Sena said about an earlier/later version of the Axim, nine months is a long time to wait before notifying them of that particular problem.

I would just politely ask them to address the magnet issue and if they do replace your case, the d-pad issue will probably go away due to replacing it with an updated case.

kerunt · 12-28-05, 11:35 PM

The D-Pad issue reply you got is total BS. The X50/X50v/X51/X51v are all identical. Sounds like Sena is trying to make an extra buck by making you purchase a new case. Next time, purchase from aximcases.com, they have great service. I won an X3 case in one of their contests, and bought accessories from them another time. Both times I got prompt, excellent service. I'm sure if you purchased from them, they would gladly resolve the problem.
Good luck.

nosrac · 12-28-05, 11:49 PM

I'd would have to agree w/ kerunt about aximcase's customer service. I found a discount code here on aximsite after I had submitted my order to aximcases. After sending them an email explaining my oversight, they applied the discount and gave me a credit for the full discount ammount. I'd defintely return to aximcases for any future case needs.

Louse76 · 12-29-05, 07:41 AM

Originally Posted by callmemoe

I don't really feel you on the d-pad issue because you had the case for about nine months before contacting Sena. Regardless of what Sena said about an earlier/later version of the Axim, nine months is a long time to wait before notifying them of that particular problem.

Like I said, if they didn't replace it based on the D-Pad issue, and I had no other issue, then I could easily accept that. But the fact here is that THEY HAVE FLAT OUT LIED TO ME!!

Louse76 · 12-29-05, 07:43 AM

Originally Posted by kerunt

The D-Pad issue reply you got is total BS. The X50/X50v/X51/X51v are all identical. Sounds like Sena is trying to make an extra buck by making you purchase a new case. Next time, purchase from aximcases.com, they have great service. I won an X3 case in one of their contests, and bought accessories from them another time. Both times I got prompt, excellent service. I'm sure if you purchased from them, they would gladly resolve the problem.
Good luck.

I would have purchased from them, but I received this as a gift. Do you guys know if they read this forum? I can understand misinformation, but this IMO is OUTRAGEOUS. It appears to be a COMPLETE FABRICATION.

Louse76 · 12-29-05, 12:40 PM

Ok, I have just written her a letter. What do you guys think?

Quote:

Xxxxxx-

Thank you very much for your prompt reply. However, I do have two issues. First is that my second issue addressed in the first contact, which is truly an actual defect, was not addressed in your reply. Second, it appears that you may have some misinformation about the form factor (physical makeup) of the Axim X50/X51 v and non-v models.

You state that the case was made to fit an "earlier model of the same device". My issue with this is that there has not been a change in the layout of the X50v since its release. The X51v also has the exact same layout, as does the X50 'non-v' model. I am an avid enthusiast as far as this item is concerned and have followed it intently for some time, and also have confirmed this information at aximsite.com.

Also, my Axim X50v was purchased in late 2004, while this case was purchased in March of 2005. It is simply illogical that the case that was purchased at least 4 months later would be for an earlier model, even if it did exist.

Lastly, the reason why I did not address the design issue earlier is because I did not learn about your change of design until recently. Also, the second issue, which is truly a defect, should be covered under the warranty which states "Sena Cases warrants to the original purchaser that its leather cases will be free from defects in material and workmanship for a period of 1 year from the date of the purchase." Also, if you prefer, when I am at my residence, I can take a macro (close-up) shot of the damage on my Axim. I am not asking for the Axim itself to be fixed, but I would not like to see it get any worse. I do plan on having this Axim and case for many years to come!

However, I do appreciate your offer.

Thank you!

-Xxxxxx Xxxxxx

Thoughts?

Louse76 · 12-29-05, 01:53 PM

Anyone? Any thoughts?

tancerman · 12-29-05, 02:03 PM

Originally Posted by Louse76

Anyone? Any thoughts?

I am kinda interested to here the reply.

JickBahTech · 12-29-05, 02:13 PM

I thought there was a slight difference between the X50 (3.5" QVGA) and the X50V (3.7" VGA). They might have just gotten confused between the two.
I think your reply was very diplomatic (if my PPC was getting scratched up I'd be screaming bloody murder).
Post the reply when you get it, and best of luck!

tancerman · 12-29-05, 02:21 PM

Originally Posted by JickBahTech

I thought there was a slight difference between the X50 (3.5" QVGA) and the X50V (3.7" VGA). They might have just gotten confused between the two.
I think your reply was very diplomatic (if my PPC was getting scratched up I'd be screaming bloody murder).
Post the reply when you get it, and best of luck!

I am pretty sure the actual case for the x50 and x50v are the same thing but on the v models the screen opening goes a tiny bit further down. (which doesn't effect overall size of casing, or position of d-pad or other buttons.)

Louse76 · 12-29-05, 02:33 PM

Right, I was aware of the slight difference in the size of the screen. To my understanding, however, the buttons are still in EXACTLY the same place.

I am proud of myself for being so nice. I am usually a complete dick

.

tancerman · 12-29-05, 02:35 PM

Originally Posted by Louse76

Right, I was aware of the slight difference in the size of the screen. To my understanding, however, the buttons are still in EXACTLY the same place.

Yup, the from looking at pics and such it looks like the buttons are the same, but the screen goes alittle lower (which effect absolutely nothing)

Louse76 · 12-30-05, 11:01 AM

Ok, so I got a reply back. It looks like there was a misunderstanding.

Quote:

Dear Mr. Xxxxxx

I have checked with the management... and you are right. I, myself,
misunderstood the explanation given to me by my manager about the questions you asked. I misunderstood the explanation about the improvement made to the Axim x50 case. I had thought that the improvement was made to a different version of the device which was incorrect. I followed up with management today about my response to your e-mail yesterday and this is the response I received from the Sena Cases management today.

“We have a new version of the same case with some upgrades. However, this design change does not qualify for a free exchange under our warranty. Sena customers are qualified to receive the upgraded version of the Sena X50V, X51V case for 50% off of its original price."

The other issue you referred to in your previous e-mail may qualify as a defect. We usually have to request that a customer return the case in their possession for an inspection by quality control of the issues regarding each case claimed to be defective before offering a replacement. However, I will make an exception for you as an apology for my earlier misinformation.'

Please contact me at 866-271-7362 ext 1, so I can arrange the exchange of the case you are writing about.

Regards,

Xxxxx

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