Dell replaced my x50v with x51v!!!

[ssoland]

Hi,

Dell has replaced my x50v (WM5 did not work--although promised to work), with the top of the line x51v--brand new-not refurbished--finally!! I have fought over this one for awhile, so I am happy it has now resolved. Thus, those of you that have given up on your x50 being replace, don't! Here is a copy of my chat sessions; plus, right after I got offline from chat, someone from Hardware Tech support called me right away, and they were very helpful--none of the old "we can only replace a product with the same product" garbage. I know that anyone who tries and deserves a replacement, will get one.

This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 4014744.
Time Details
05/26/2006 06:06:23PM Session Started with Agent (Abhishek_01100282)
05/26/2006 06:06:23PM Sylvia Soland: "I need my X50v replaced with x51v because WM5 update is still not available."
05/26/2006 06:06:36PM Agent (Abhishek_01100282): "Thank you for contacting Dell Hardware Warranty Support. My name is Abhishek . My Rep id is 01100282 .May I have your telephone number, along with the area code ?"
05/26/2006 06:07:18PM Sylvia Soland: "
05/26/2006 06:07:29PM Agent (Abhishek_01100282): "Thank you for the information."
05/26/2006 06:07:44PM Agent (Abhishek_01100282): "As per our record you have Axim X 50."
05/26/2006 06:07:56PM Agent (Abhishek_01100282): "Meanwhile I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You would be asked to rate our interaction on a scale of 1 to 9 with 9 being very satisfied and 1 being not satisfied. In order to"
05/26/2006 06:09:59PM Agent (Abhishek_01100282): "Could you please elaborate the issue that you are facing with the Dell system today ? Also, please tell me the steps if any, that you have already performed in order to resolve this issue. I ask this so that we do not repeat the steps that you have alread"
05/26/2006 06:10:17PM Sylvia Soland: "Right. I have contacted Dell about this issue many times, but nobody helps. I know that people are getting their x50v replaced with the x51v counterpart. We were promised that the x50v could be upgraded (why I bought it). I received the WM5 software,"
05/26/2006 06:11:56PM Sylvia Soland: "Legally, Dell promised that the x50v could be updated; in fact, the CD is still sold on the website. This is a legal issue. The product does not do what is is supposed to do. I now want the product that does do what I, and thousands of others, have be"
05/26/2006 06:12:30PM Agent (Abhishek_01100282): "If I understand your concern correctly existing Axim X 50 V is not working with Windows Mobile 5.0."
05/26/2006 06:13:43PM Sylvia Soland: "Right. I don't believe any x50v is working properly with WM5. The x51v didn't work with WM5 either until Microsoft sent an update."
05/26/2006 06:16:35PM Agent (Abhishek_01100282): "Sylvia , I had checked the system resources."
05/26/2006 06:16:56PM Sylvia Soland: "I, as well as many others, received a free WM5 cd in the mail, because we were promised that the x50 could be upgraded to WM5. However, when tech support was trying to get mine working, they finally gave up and sent me a refurbished model with windows 20"
05/26/2006 06:17:30PM Agent (Abhishek_01100282): "In this case we can perform some trouble shooting steps , how ever we can not replace it with X 51 V as we can replace it with like to like parts."
05/26/2006 06:19:06PM Sylvia Soland: "Basically, I was promised an Axim that would run WM5, it does not do that. Actually, you can replace it; well, maybe you don't have the authority to do so, but someone does have the authority. Furthermore, there are no troubleshooting steps that need to"
05/26/2006 06:20:43PM Sylvia Soland: "I, as well as many others, are at the point of taking legal action. I have the knowledge and the ability to do so."
05/26/2006 06:22:17PM Sylvia Soland: "I will not hear anymore, "we are unable to replace it," because it simply is not true. (I realize that you, personally, have nothing to do with this; you are doing your job, the best you can). I am not angry with you--just Dell."
05/26/2006 06:22:48PM Agent (Abhishek_01100282): "In this case We can perform some steps."
05/26/2006 06:23:25PM Agent (Abhishek_01100282): "We can downgrade the WM 5.0 to Pocket PC 2003."
05/26/2006 06:23:50PM Sylvia Soland: "Does Dell have any idea what this controversy is doing to its reputation? I will never purchase from Dell again and I know lots of other people"
05/26/2006 06:24:40PM Sylvia Soland: "My Pocket Pc is already downgraded to Pocket pc 2003. I said this in my message above."
05/26/2006 06:25:14PM Sylvia Soland: "I stated above that I already have 2003 SE." I got cut off--I start the chat again with another agent.


Agent (Sindhu_01100266): "Sylvia, as the issue that you have is with the WM5 , you can try and revert teh ROM back to Pocket PC 2003"
05/26/2006 06:58:48PM Sylvia Soland: "Yes, I am running 2003 because WM5 destroyed my pocket pc. However, I was promised the WM5, and I want what I was promised."
05/26/2006 07:00:47PM Agent (Sindhu_01100266): "Sylvia , I can totally understand the concern ,I would have felt the same if I were in your position. however , there is still a patch being developed for the Axim ."
05/26/2006 07:02:43PM Agent (Sindhu_01100266): "However , I can totally understand that it has been promisied a while ago ,"
05/26/2006 07:04:30PM Agent (Sindhu_01100266): "the ROM update has already been released for the Axim X51 , however we are expecting the patch for Axim X50 any time"
05/26/2006 07:04:34PM Sylvia Soland: "It has taken too long. I just want the x51 and let Dell figure out the rest. Actually, Dell has promised a patch for the last year. I read all the notes on the Aximsite.com."
05/26/2006 07:05:34PM Sylvia Soland: "Dell has replaced the x50 with the x51 for some customers for this very reason. How do I do this as well?"
05/26/2006 07:06:38PM Agent (Sindhu_01100266): "Sylvia , I apologize , however I will not be able to replace teh Axim X51 for you , as Dell technical support can on replace teh part on like to like basis"
05/26/2006 07:07:06PM Sylvia Soland: "So, I need to speak to tech support?"
05/26/2006 07:07:12PM Sylvia Soland: "Again?"
05/26/2006 07:08:09PM Agent (Sindhu_01100266): "Sylvia , you are connected to the Dell hardware warranty technical support only"
05/26/2006 07:09:55PM Agent (Sindhu_01100266): "Please allow me a moment and I will connect you to my supervisor as the issue still unresolved"
05/26/2006 07:09:58PM Sylvia Soland: "Is there a tech support chat?"
05/26/2006 07:10:58PM Agent (Sindhu_01100266): "Sylvia , this is the technical support chat only"
05/26/2006 07:11:31PM Session Ended


At this point, I received, within 5 min. a call from a superviser who was incredibly helpful.

I hope this information helps some of you.

Sylvia

:)

[ksong12]

There are already extensive threads, but interesting how you got a new one. How far into your warranty were you?

I'm so sorry. Personally, I wouldn't want an X51. I'm perfectly happy with my X50.

[ssoland]

I'm so sorry. Personally, I wouldn't want an X51. I'm perfectly happy with my X50.

Oh, dear. I guess I need to read the rest of your posts to find out why.:rolling:

[ssoland]

There are already extensive threads, but interesting how you got a new one. How far into your warranty were you?

eight months

COngrats???

Don't get me wrong, the X51 isn't a terrible device. I'm just gun shy with wm5 since I had so many troubles. Course, I was trying to use it on an x50 so that probably has something to do with it. It's really a hit or miss. I hope that you don't have any trouble with it. Good luck!

[stevenator65]

Dude, you didn't have to post your entire history w/dell, but I'm happy for you anyway!

I dunno... I find most Dell chats to be quite humorous myself. Clueless. That's what they are. Clueless.

By the way, has anyone heard the XM commercials for Vision Computers? Now that's classic. I wonder who they're making fun of? :) :approve:

[Stein.D]

WM5 is rock solid on the X51v and yes I had lot's of experience trying it on a X50v..

SD

Don't get me wrong, the X51 isn't a terrible device. I'm just gun shy with wm5 since I had so many troubles. Course, I was trying to use it on an x50 so that probably has something to do with it. It's really a hit or miss. I hope that you don't have any trouble with it. Good luck!

I have no regrets in having Dell exchange my X50v for the X51v.

You will of course have to make some software changes, but the increased relibility and battery life more than make up for such a minor inconvenience.

Enjoy the new Ax dude! :approve:

[ksong12]

I'm so sorry. Personally, I wouldn't want an X51. I'm perfectly happy with my X50.

I actually think the x51v is WAY better than the x50v WM2003. Its faster, longer battery life, and.......well...... thats it, but those are major points. Oh, and it can run Virtual Earth with GPS.

P.S. EIGHT MONTHS INTO THE WARRANTY AND THEY GAVE YOU A NEW ONE!?!?!?!??!