Fantastic Dell Support

Chatted on line with Dell tech support regarding my X50v not working with WM5. The polite Dell staffer quickly offered to send me a X51v which I received LESS than 24 hours after the chat. Amazing.

[flybri]

hell just froze over....

is this some kind of a joke???

Absolutely true...I can post or email the chat.

[Zaniax]

What was the problem ?
How did you convince him ?

.

the problem was the inability of the X50v to run WM5


he suggested the x51v very quickly

my X50v was under extended warranty

[landmlord]

You post your chat log of "great"support and I'll post mine of the "not great" support, dell lost a customer with me.
ML

1:34:08 PMSystemWelcome xxxxxxxxxxxxxxxxxxxxxxxxxxxPlease wait...
1:34:08 PMSystemConnected to chat2.us.dell.com
1:34:08 PMSystemhttp://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs

1:34:08 PMSystemMukesh_01113226 has joined this session!
1:34:08 PMSystemConnected with Mukesh_01113226
1:34:28 PMMukesh_01113226Thank you for contacting Dell Technical Support. My name is Mukesh and my rep ID number is 01-113226. How may I help you today?

1:35:23 PMYouHello, Over a year ago I sold my excellent X30i and purchased a X50V inorder to run WM 5.0
1:35:46 PMYouI have been waiting for a workable rom but have not found one yet
1:36:08 PMMukesh_01113226Thank you for the information. I’ll be glad to assist you. Please give me 2 to 3 minutes to pull up your account information. In the meantime I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You will be asked to rate our interaction on a scale of 1 to 5 with 5 being very satisfied. In order to participate in the survey, you must close the chat by selecting the "Exit" button.

1:36:08 PMMukesh_01113226Also, may I have your telephone number, along with the area code to update our records?
1:36:27 xxxxxxxxxxx
1:38:39 PMMukesh_01113226Thank you for the information.
1:38:49 PMYouYour'e welcome.
1:38:58 PMMukesh_01113226Please do not worry I will definitely take care of the issue and will make sure that it will be resolved on this chat interaction only.

1:39:17 PMYou/thank you!
1:43:09 PMMukesh_01113226Please allow me a couple of minutes to research on this issue so that I can provide you with the best possible resolution.

1:43:33 PMYouNo problem.
1:49:19 PMMukesh_01113226Thank you for being online .
1:49:30 PMYouCertainly
1:49:59 PMMukesh_01113226Thomas I ma sorry to say but there is no update available for window mobile 5.0 and AXIM X 50, but as you are a Dell customer and dell cares for his customers.

1:50:29 PMMukesh_01113226so I am replacing your AXIM with a upgrade model that is AXIM X51V.
1:50:59 PMMukesh_01113226which will work with window mobile 5.0, will that be fine?
1:51:21 PMYouThat would be great!
1:51:49 PMMukesh_01113226Please provide me the following details, so that I can setup the service call to replace the faulty part:

1:51:49 PMMukesh_011132261) Complete address (with zip code)
1:51:49 PMMukesh_011132262) Home telephone number
1:51:49 PMMukesh_011132263) Cell phone number if the home phone number is not available
1:51:49 PMMukesh_011132264) Any other alternate contact number, where DHL/UPS/Fedex can contact you.
1:52:14 xxxxxxxxxxxxxxxxxxxx
1:52:31 xxxxxxxxxxxxxxx
1:52:43 xxxxxxxxxxxxxxxxxx
1:53:07 xxxxxxxxxxxxxxxxxxxxxxxxx
1:53:49 PMMukesh_01113226Thank you for the information.
1:53:49 PMMukesh_01113226The replacement unit will arrive in next 3 to 5 working business days. You can send back the old/ faulty unit back to us in the same box in which the replacement arrives.

1:53:58 PMMukesh_01113226This you can do within 10 days of receiving the replacement. Also the return instructions and pre-paid return waybill will be pasted along with the box.

1:53:58 PMMukesh_01113226Please stay online for the dispatch confirmation number.
1:54:07 PMYouThank you very much for your quick assistance.
1:55:19 PMMukesh_01113226You are most welcome.
1:56:29 PMMukesh_01113226Thank you for being online .
1:56:39 PMMukesh_01113226The following information relates to your recent call. In order to replace your part, we have setup an exchange.

Case # xxxxxxxxxxxxx
Dispatch # xxxxxxxxxxxxx.
1:56:39 PMMukesh_01113226The replacement unit will arrive in next 3 to 5 working business days. You can send back the old/ faulty unit back to us in the same box in which the replacement arrives.

1:56:48 PMMukesh_01113226This you can do within 10 days of receiving the replacement. Also the return instructions and pre-paid return waybill will be pasted along with the box.

1:56:48 PMMukesh_01113226Is there any other DELL hardware related issue that I may assist you with ?
1:57:02 PMYouNo thank you.
1:57:39 PMMukesh_01113226Please let me know if you are satisfied with the level of support provided to you in this chat interaction.

1:58:54 PMYouVery much.
1:59:19 PMMukesh_01113226Thank you for the support and appreciation.
1:59:19 PMMukesh_01113226Honestly speaking, it's been a real pleasure in assisting esteemed customers like you who are so nice and patient

[justthinking]

Did you actually buy the WM5.0 CD? If so, you are entitled to your X51V replacement without a doubt.

There are lots of ppl that uses WM5.0 as a quick excuse to get a free upgrade from dell even if they don't deserve the replacement.

[Zaniax]

dannheisser - thanks for informations, a nice event :approve:

.

[Hotisland]

This Dell rep should be sacked! - Michael Dell

[kenneth11414]

hey guys dannheisser is right as long your nice and get straight to the point they are great. even thought it took 5 tries but hey it was well worth it here:
11:16:18 PMSystemWelcome Kenneth Feinberg ...
11:16:18 PMSystemConnecting to server. Please wait...
11:16:18 PMSystemConnected to chat2.us.dell.com
11:16:18 PMSystemhttp://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_backup_media?c=us&cs=19&l=en&s=dhs
11:16:37 PMSystemhttp://support.dell.com/support/topics/global.aspx/support/chat/en/techchat_doc?c=us&cs=19&l=en&s=dhs
11:20:38 PMSystemSashi_01102004 has joined this session!
11:20:38 PMSystemConnected with Sashi_01102004
11:20:48 PMSashi_01102004Thank you for contacting Dell Technical Support. My name is Shashi and my rep Id is 102004. How may I help you today?
11:22:10 PMYouhi i keep on gettin kicked out of the chat rooms for no reason and im having a problem with my Axim x50v and trying to get it resolved and im getting really frustrated at the fact i cant get any ansers
11:22:48 PMSashi_01102004Ill be glad to assist you. Please give me 2 to 3 minutes to pull up your account information. In the meantime I would like to inform you that you might get an invitation to participate in a survey at the end of this session. You will be asked to rate our interaction on a scale of 1 to 5 with 5 being very satisfied. In order to participate in the survey, you must close the chat by selecting the "exit" button.
11:22:58 PMSashi_01102004Also, may I have your telephone number, along with the area code to update our records?
11:23:10 PMYou718-835-6041
11:23:58 PMSashi_01102004Thank you for the information.
11:24:08 PMSashi_01102004Please4 let me know the exact issue with the unit.
11:24:34 PMYouAfter upgrading to WM5 the battery becomes too hot to touch, battery lifeis short , crippled bluetooth, and very slow performance
11:24:49 PMYouthis is the first time i installed the upgrade
11:25:22 PMYoui thought it was suppose to be an improvement from 2003SE and apparently it hasnt done any improvement to my device
11:25:58 PMSashi_01102004Thank you for the information.
11:26:07 PMYouim very annoyed and angry
11:26:08 PMSashi_01102004I am really concerned with the issue you are facing with your Dell UNIT and I will try my best to get your issue resolved in no time.
11:26:58 PMSashi_01102004I understand the concern. Had I been in your place, I would have felt the same.
11:27:18 PMSashi_01102004And if you will trust me I will surely resolve the issue.
11:27:38 PMSashi_01102004Please let me know if it is very hot to touch at present as well.
11:28:05 PMYouits pretty warm
11:28:15 PMYoumore warm than normal
11:28:18 PMSashi_01102004Ok.
11:28:38 PMYouand im tryin to revert it back to 2003SE and i cant even do that
11:28:38 PMSashi_01102004Kenneth, please take out the battery from the axim and do not touch it.
11:28:38 PMSashi_01102004I will replace the unit for you.
11:28:52 PMYouthank you
11:28:58 PMSashi_01102004You are welcome.
11:29:08 PMSashi_01102004Please provide me the following details, so that I can setup the dispatch.
11:29:08 PMSashi_011020041) Complete address (with zip code)
11:29:08 PMSashi_011020042) Land line telephone number
11:29:08 PMSashi_011020043) Cell phone number if the landlines phone number is not available.
11:29:34 PMYouno problem
11:29:51 PMYouaddress 151-25th 88st Howard Beach, Queens NY
11:30:01 PMYoutelephone number 718-835-6041
11:30:58 PMSashi_01102004Thank you for the information.
11:31:08 PMSashi_01102004Please allow me two-three minutes to create the dispatch . Please stay online while I create a dispatch for you.
11:31:16 PMYouok
11:36:13 PMYouwhen will i be receiving it
11:37:00 PMSashi_01102004Thank you for being online.
11:37:10 PMSashi_01102004I have created the dispatch .The dispatch number is 082431242. You will receive the part/unit within 3-5 business days. You will receive a return way air bill, which has the address where you need to ship the faulty part/unit. Please return the faulty part within 10 days you receive the part send by us. You will not have to pay for the shipping charges as well. The unit/part will be delivered to you either by DHL or FEDEX.
11:37:50 PMYougreat thank you so much
11:38:20 PMSashi_01102004You are welcome.
11:38:30 PMSashi_01102004Is there any other technical issue I may assist you with?
11:38:49 PMYouthats all you have been a great deal of help =)
11:39:00 PMSashi_01102004Thank you.
11:39:00 PMSashi_01102004Are you satisfied with the level of support provided to you in this chat interaction? Please let me know if you consider the issue resolved?
11:39:29 PMYouyes
11:39:36 PMYouvery much
11:40:10 PMSashi_01102004Thank you.
11:40:22 PMSashi_01102004Thank you for staying online. I have included your Case Number # 150979349 to reference our interaction today. Please keep this on file; it will assist you when contacting DELL. Thank you for contacting DELL Technical Support and allowing me the opportunity to assist you. If you still feel that there are additional DELL Hardware related concerns that need to be addressed, please contact us again at 800-873-1420 or Click on "Chat with Hardware Support" at www.dell.com/chat and enter the Service Tag. We will be happy to assist you again. Have a nice day.
11:40:58 PMYouthank you you too
11:41:29 PMSashi_01102004Thank you Kenneth.

[frenchie]

His customers'? hahaha

I like the way these Reps talk. Sometimes it sounds like it's automated. Other times it looks really poor.


It took me over a month to get the upgrade. Patience and boredom are key to success here :-)

Might have been better off with the x50v running 2003se than the x51v running WM5...

[DotanCohen]

That's quite the reason that I'm NOT upgrading. Besides, with my ebay-bought unit, I'm not sure that they would replace it if it bricks.

Dotan Cohen

http://essentialinux.com/konqueror.php
http://lahes.com