WM5 / X50v Protest

Pushbutton · 01-11-06, 02:15 PM

I just got off the phone with my credit card company. After seeing the various problem sets found by many on this board I delayed unwrapping the CD and installing it, hoping that a fix would be offered by Dell. This has not yet happened for the X50 and no one at Dell can tell me IF OR WHEN it will happen.

Since it has been more than 21 days (I'm not sure where that rule came from) Dell will not even discuss taking the UNOPENED CD back.

After several calls to Dell to get a return authorization for the WM5 CD which I received back in November I have now protested the charge with my CC company. They are contacting Dell and removing the charge from my CC.

I suggest that others may wish to do the same. Perhaps Dell may then get the message that they have:
1. alienated their customer base by selling a bad product,
2. not fixed it in a timely manner,
3. not communicated a fix status with the dissatisfied customers and
4. not offered requested refunds for the defective product.

bluevolume · 01-11-06, 03:20 PM

Very valid points. Dell obviously knows something is wrong with WM5 or else they wouldn't have created a downgrade utility.

So what is the real problem here? The problem for a lot of us is that it feels like Dell is just leaving us hanging. We wouldn't know anything if it weren't for the few here who have shared their conversations with Dell CS reps. Would it really change anything if Dell released a statement saying they know the WM5 build is bunk, and they will be fixing it soon?

For a large company like Dell, making such an announcement could have huge consequences. They would essentially have to admit that they released software they wasn't properly tested, which seriously questions the quality standards of the company. Our Axims represent maybe .1% of Dell's bottom line, and it isn't worth it to them to take that risk. Aside from that, they could face backlash from Microsoft themselves for essentially saying that their operating system is flawed.

What we really need is for more people to be aware of this problem, and the media is our best resource for that. For all of the gadget magazines that came out saying the X50v was such a great PDA, they need to revisit and re-review with the new OS. Have a respected tech writer release a story about how this great device was more or less ruined by an "upgraded" OS that people were required to pay for. Once a real buzz (outside of this forum) is started, Dell will have some actual pressure to resolve this frustrating situation.

l<rAsl-l · 01-11-06, 03:53 PM

i totally agree with you!

Pushbutton · 01-11-06, 04:10 PM

Originally Posted by bluevolume

Very valid points. Dell obviously knows something is wrong with WM5 or else they wouldn't have created a downgrade utility.

So what is the real problem here? The problem for a lot of us is that it feels like Dell is just leaving us hanging. We wouldn't know anything if it weren't for the few here who have shared their conversations with Dell CS reps. Would it really change anything if Dell released a statement saying they know the WM5 build is bunk, and they will be fixing it soon?

For a large company like Dell, making such an announcement could have huge consequences. They would essentially have to admit that they released software they wasn't properly tested, which seriously questions the quality standards of the company. Our Axims represent maybe .1% of Dell's bottom line, and it isn't worth it to them to take that risk. Aside from that, they could face backlash from Microsoft themselves for essentially saying that their operating system is flawed.

What we really need is for more people to be aware of this problem, and the media is our best resource for that. For all of the gadget magazines that came out saying the X50v was such a great PDA, they need to revisit and re-review with the new OS. Have a respected tech writer release a story about how this great device was more or less ruined by an "upgraded" OS that people were required to pay for. Once a real buzz (outside of this forum) is started, Dell will have some actual pressure to resolve this frustrating situation.

I cannot disagree with anything you said.

However, for me, it was a matter of getting back the status quo ante bellum. I was out $43 and did not have the promised improvement...that they could have fixed either with a refund or a "psst, wait until xxxx date for a fix"!

How can we start the "buzz" with the media?

BTW, Duffy is off to a good start with pulling the plug on the ferry!

bluevolume · 01-11-06, 05:10 PM

Its not a good situation, and lots of people are frustrated as you are. My take on this though, is that most of us don't really want our money back -- we just want an OS that works! Dell should eventually fix this, and when they do, all of us that got refunds are going to be itching to go ahead and buy it again. This is, of course, if Dell -does- actually fix it.

And Yes, it's nice to see Duffy stuff some gauze in the gushing wound up at the "Port"! :approve:

StopTheBus · 01-11-06, 05:21 PM

Dell no longer sell the cd.
That pretty much tell you about their "support" for WM5 upgrade, not going to happen.

TFJetfire · 01-11-06, 05:26 PM

Actually I would take a refund of this product. I have a friend that uses an HP PPC and he is looking into getting the WM5 upgrade for his product. (Apparently it was recently announced for the HP line)

So if I had a choice, while I do like my Axim part of why I chose to purchase it was because it included the WM5, (others didn't at that time), I would take the refund since it's been over 6 months since I purchased it and I still don't have a working WM5 OS on it.

However there isn't anything I can really do at this point which also sucks!
The only thing I can do is NOT recommend the Axim line to anyone.
Inform would be buyers of the difficulty in dealing with Dell support.

VERY disappointed with DELL on this.

01-11-06, 05:27 PM

I don't know.....hmmmmmm.
MS, and ppcs included, have a bad record on first releases of most (if not all) OS upgrades. That is why there are SO MANY updates and service packs.
Since so many of us are knowledgable here, I am surprised when there is so much complaining when the expected happens!
If you can't take it, don't get the NEWEST OS until a bunch of other people try it out and report back.
(this happens everytime we get a new OS release from Dell)

nakedracer · 01-11-06, 06:39 PM

So are they not making a update for WM5 for x50v users? Because if they aren't I am really pissed on wasting my money. Especially since I ordered Stunt Car Extreme from them at the same time and it doesn't work in WM5, and they obviously don't say that when I bought them.

bluevolume · 01-11-06, 07:08 PM

Originally Posted by uzziah0

I am surprised when there is so much complaining when the expected happens!
If you can't take it, don't get the NEWEST OS until a bunch of other people try it out and report back.

We ARE the 'other people' who are trying it out. Nobody expected the OS to be perfect out of the gate, but we are looking at about three months with NO updates and NO word on if they are even working on it. That is why everyone is complaining here, and it is completely deserved.

The time for telling people to "wait" or "you should have expected this" is over. Dell has had their time to make this right with us and has done nothing. We are talking about major problems on pristine machines -- Dell has no excuse for a baseline install that does not perform.

rdparris · 01-11-06, 08:20 PM

I've said much the same thing over at the Dell forum, but what you've said can only be said here. When I suggested Dell sold defective product, remained silent, kept the money without giving any answers to their customer base - my post was removed.

Truth is, if someone started selling the public defective software, mailed it to you, then refused to address the defective product, keeping the money - they would certainly end up in jail or at the least charged with some crime and told to refund the money. Anyone who thinks it's okay to misrepresent a product, and not offer refunds isn't living in the real world. It's not okay to get ripped off - then just smile about it because you should "expect it". What I expect is a good quality product if I am expected to pay for it.

But hey; it's Dell. They can sell something to their customer base that not only doesn't work properly, but actually "kills" some PDA when installed and not have any responsibility for it.

I'm waiting for a class action suit. A business should not take someone's money, and provide defective product in return. And when made aware of the problems, not offer refunds or at least some official answer.

Right now, those of us who paid for the X50 upgrade and had to roll back to SE are without recourse. We're a user base essentially taken to the cleaners, and abandoned by Dell. I certainly understand your frustration, but doubt if we'll ever hear anything from Dell. They're in denial and don't care about their customers. Just the bottom line. As a long time IT professional, I've dealt with Dell's bad customer service for sometime now. Personally, when my X50 finally becomes a paperweight, I'd be nuts to give Dell more money unless they have a revelation about their customers.

But try saying that on Dell's forum and you'll find your words vanish just as fast as the promised benefits of the upgrade!

As for the complaining, when you PAY for a FINISHED product, you don't expect a beta that has to be tweaked just to work. Let me put it this way to those who think we "doth protest too much". If you ordered a nice steak at a well known restaurant and paid 40 dollars for your meal - then the waiter brought you a hotdog and said I'm sorry, we're out of steaks. Took your money anyway and said come back again! Would you be happy? Of course not. Let's say you pay to have your car fixed, and when you pick it up, it still does not start. Would you pay the bill and be happy because you expected them to do a poor job? Certainly not. Customers have a right to expect what they're paying for. I paid for a finished product - not a piece of beta software. My money, my right to complain. Customers have a right to be treated well, and to get what they paid for!

Dell should have provided the upgrade free as a beta, then when they got it right, charged for it. Then I would have understood.

Rp

01-11-06, 09:17 PM

I had a CHAT this morning with Dell. The Tech told me the update would be available "next week". Also, he assured me the update would fix all of my issues (memory error, white screen, hang).

When I suggested that Dell should provide something (return & refund CD cost, return & refund PDA, discount coupons), he told me to contact order Customer Care.

So, wait another week? Or chat with Customer Care?

My x50v is so unstable that it is worthless as a PDA. Not bad as a media player, but I only use it as a media player when I travel.

01-11-06, 09:22 PM

I don't deny Dell did a bad job, and they should fix it, and get an upgrade out quicker than they have. I just am tired of the excessive threads that are too complain-y and less commentative about the problems.
There are plenty of posts that have good solid remarks on the problems with the OS; I just think too many are not constructive.

Patrick Y. · 01-11-06, 09:24 PM

Originally Posted by kevind

I had a CHAT this morning with Dell. The Tech told me the update would be available "next week". Also, he assured me the update would fix all of my issues (memory error, white screen, hang).

When I suggested that Dell should provide something (return & refund CD cost, return & refund PDA, discount coupons), he told me to contact order Customer Care.

So, wait another week? Or chat with Customer Care?

My x50v is so unstable that it is worthless as a PDA. Not bad as a media player, but I only use it as a media player when I travel.

I got the same empty promise a week ago. I'm just very disappointed with Dell. Since they ARE SELLING the CD for MONEY, they should provide the support customers deserved.

TFJetfire · 01-11-06, 10:53 PM

Originally Posted by Patrick Y.

I got the same empty promise a week ago. I'm just very disappointed with Dell. Since they ARE SELLING the CD for MONEY, they should provide the support customers deserved.

I was personnally told this prior to Nov 24th. "Wait a week" and what appeared the x51 update.

I was told this again right before Dec 25th. Response again was "Wait a week an update will be available any day now"
Guess what appeared another update for x51.

I specifically told Dell chat again that I have x50 and I cannot use WM5. Again the response was "Wait a week". This was right after Jan 3rd.

The only thing I can think of is Dell has a different perspective on time.

So I'm holding off on updating and am seriously debating contacting Dell to demand a refund or get a working Axim with WM5.

Sorry not trying to rant. Had to get it off my chest.