Dell Support sucks and my Axim X51v has a load of problems

[ranron]

Why is the technical support for Dell so piss poor?

I have Dell Axim X51v and I called Dell Techinical Support line. My problems that I have with the PDA is slow boot (+1min), no CF slot showing in the system, lagging menus and programs, WiFi turns on by itself, poor battery life (<1hr), and gwes.exe (what is that?) keeps crashing.

Before I called support I found as many solutions on the Knowledge Base and forums before I called. The solutions included verifying I have the latest updates, making the ActiveSync to manual sync [by adding Exchange Server], and hard reset. After all three, I could not fix my problems, so I called.

Let's start with the fact that I have use the Voice system that took me 5 mins trying to get through, then I had to wait 20 mins for the a support agent to answer my call. So I guess a wait is normal on the weekends and I won't critisize Dell for that.

Now these are my additional issues. First I had a hard time listening to the support agent as she could not find words. It took her 5 attempts before she could say Exchange Server. Language skills is the foremost necessary requirement for customer support. Now I explained to the agent exactly what I had done to fix it myself and after that she spent 10 mins looking for a solution before she came back to tell me to check the ActiveSync (which I told her I had done once before). Then she spent another 10 mins and only to tell me to check the update version (which I told her I did also). After only two attempts, she told me that I would need to a replacement.

Only two solutions for one problem and I need a replacement?! I am not very happy with this result. It means loss of productivity due the fact that support can't fix my issues? I have 3 other friends with similar problems and should they just call to tell Dell to send replacements too?

I'm here hoping someone who can actually give me a few plausible solutions for my problems. Again they are the PDA is slow boot (+1min), no CF slot showing in the system, lagging menus and programs, WiFi turns on by itself, poor battery life (<1hr), and gwes.exe (what is that?) keeps crashing.

Any help would be greatly appreciated!

[Enragin_Angel]

Look at the sticky topics in this forum. They describe your problems exactly.

[AKAJohnDoe]

I have recently used the online chat support successfully.

Welcome to Aximsite, ranron!

[vupton]

I had a problem with my x51
porbably since I recievdf it. I called and campailed and they sent me a refurbished not which I really didn't like.


But it works and better then the neew I got its just reinstalling program and games is a drag.
hope you solve your problem

[lonewolf69]

Ranron,

Did you have these problems before or after you installed 3rd party utilities/apps? I'm definately not new to Pocket PC as I've had three toshiba's and one Compaq IPaq before my DELL Axim X51V, but I can assure you that adding programs to the Pocket PC in general, will tend to eat away at battery life/slowing down the OS.

This was a HUGE difference for me coming from a PALM world five years ago, and don't get me started on the 64mb limit between storing apps and running them... Yeesh!!!

Long story short, it sounds like your Axim is not stable, constantly crashed, slow, etc... Well, since it's not working that well, perform HARD reset on the unit, format the unit back to DEFAULT factory settings and then SYNC up your X51V back to your primary (Contacts/Calendar/Notes/To-do list(s), back onto your Axim.

Then perform the Server trick method prevent Active Sync from draining your battery.

Now for the icing on the cake, RUN the Axim like this for 1 or 2 weeks straight with NO 3rd party APP(s) installed... You'll see how stable your Axim really is.

Provisos:

1. Your Axim must be flashed with A06
2. You MUST remember to perform the Active Sync "tweak"
3. Make sure the battery is fully charged

You might ARGUE that without the 3rd party app(s) installed, it makes the Axim useless, I'll disagree with you in advance and let you know that it's importact to verify you have a HARDWARE issue and not SOFTWARE issue.

For the record I have my X51V for over one month now and with WM5.0 and A06 installed and I've found this unit to be the MOST stable and usable Pocket PC.


Good Luck with Dell Tech Support...


-Alex

Alex. I agree with you. My X51V with the latest rom works perfect. When I installed some 3rd party software I began to have some issues, once i removed them the unit works excellent.

Yes, the Dell support team has the "issues"!

[bryanbellis]

I must admit that on the two ocassions I've needed to phone Dell support in the last year they've been great. Both times I got the fix I needed and my unit (OK, it's an X30H) and it's running very smoothly. Each time I got through on telephone support within two minutes. Once they said the'd need to phone back, and they did, within ten minutes. Can't complain about that. UK based, if that makes any difference.

Alex. I agree with you. My X51V with the latest rom works perfect. When I installed some 3rd party software I began to have some issues, once i removed them the unit works excellent.

Yes, the Dell support team has the "issues"!

Agreed. Moral of the story, install only the key 3rd party software and try to keep it to a minimum.