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Dell CS rocks!
WOW I cant believe it. Like alot of you I have an x50v. (yes, I'm a major lurker) And I have had the same issues since upgrading to WM5. However I have never had the time nor desire to argue with Dell to try and get a replacement like some of you. And since I have a nasty habit of forgetting to charge it I can't go back to 2003.
But tonight I *had* to call. My cradle has stopped charging from the power supply. So I hopped into chat to get another cradle. Since I had his attention I thought I'd go ahead and ask about the WM5 issues. Imagine my surprise when his reply was that he was sending me a X51v in exchange! No diags, no arguing no nothing! LOL it was so simple I wish I'd done it ALOT earlier! I've had this thing over a year now and have just been dealing with the problems. I encourage any of you who are considering it to go ahead and try it. I didn't even try and I got an X51v. Only about 25 minutes total on chat.
Below is the abbreviated chat log. I removed the junk and substituted the reps name for Dell rep. I don't know the legalities about posting his ID.
Connected with Dell Rep.
Dell Rep. Thank you for contacting Dell Technical Support. My name is ****. My Rep id is ****. May I have your telephone number, along with the area code?
You ***-***-***
Dell Rep. Thank you for the information. Please give me 2 to 3 minutes to pull up your account information. In the meantime, please let me know how may I assist you today ?
2 things...
1. I need a new cradle, mine stopped charging, it will connect via the USB port but will not charge thru the power supply.
2. I would like to know if the WM5 problems on the x50v have been fixed yet. I have WM5 and it is causing all sorts of problems.
Dell Rep. Let me check what can be done in this case.
Dell Rep. Please do not worry I will replace the Axim X50 V with X51 V for you, it will work fine with WM 5.0. In the meantime please let me have the address where I would sending the replacement along with the phone number.
You will send me a x51v that will run windows mobile 5? That would be just about the best customer service I've heard of
*address deleted*
Dell Rep. Thank you for the information. Please also let me know where was this Axim shipped to you initially by Dell?
The initial shipping address was *address deleted* That’s my business address, you can ship it there if you prefer.
Dell Rep. Thank you for the information. I will send it to the address you gave at first.
Dell Rep. It is all right. Please stay connected as it may take 5-6 minutes for me to get the dispatch number for you.
No problem at all.
Dell Rep. Thank you for staying online. I appreciate your patience and cooperation. I am sending you a Axim X51V along with the CD and cradle.
Dell Rep. Wayne, your reference number is #**********, which can be used to check on the status of the shipment. Your order should arrive within 3 to 5 business days, provided the part is in stock. Inside the box you will find instructions advising you as to whether or not the part needs to be returned.
Dell Rep. I have also sent you a confirmation e-mail regarding the Dispatch, which also has the steps on how to return the defective product.
Dell Rep. Is there anything else I can assist you with?
Wow, you've been a HUGE help and I thank you
Dell Rep. Were you completely satisfied with the service I have provided today?
Most definitely!
Dell Rep. Thank you for contacting Dell Technical Support and allowing me to assist you. I hope that this chat session has helped to resolve all your concerns.
Thank you for choosing Dell. Have a wonderful Night.
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