My Axim X51V saga

JagX · 08-10-06, 10:21 PM

The saga begins....

(Some history) About a year and a half ago I ordered the Axim X30 416Mhz. Been very happy with it. Loved it. Used it. Learned it. Well, you get the idea. WM2003SE was quite stable and quick. I had a 1gig sandisk sd, an extended battery, a screen protector, the stock leather case. I always wore it on the belt, which was a big mistake for somebody who doesn't sit in the office. A few months ago I lost it. Even now it's hard to reminisce about it with my student budget. I have searched everywhere. Nowhere was it found...obviously. After getting over it, I've decided I'm waiting for the days of deals, I wanted to get the 51V

On the days of deals from Dell Canada I have ordered my axim x51v (369.99CAD) and a 2 gig card(49.99CAD). I have received the card over the weekend and the axim a week later. As I happily installed all the soft, I noticed that under my halogen light there is an oil leak which looks like a rainbow. It was not that big, the sensitivity wasn't affected. But after so much waiting my Axim had to be perfect. I first thought it was the screen protector. So I took it off. No change. I called support and they told me it's an issue with my Axim. An ISSUE!!! So long awaited...and now defective. Thank God the first 30 days you get a replacement new one for free, no shipping charges.

the saga continues...

I have received the replacement one and...haven't got around to using it for 2 days. If you only knew what a bad bicycle fall on a gravel path can do. Anyhow, I opened the box and replaced the "new defective one" with the "new one". Started loading software and... found the screen feeling a little weird. A gut feeling which did not cause any pleasant sensations. Grr! The darn screen was bulging in a few spots. Barely visible, but I could very well feel it with the stylus. So against my own dissapointment I've told about it to some people and let them try. I knew deep inside that it meant a faiure. Another fault.
A call to dell made things clear.

Quote:

Bulging you say...Oh my, this could cause problems in the long run. I would recommend getting it replaced.

14 aug 2006

After my call to dell on friday the ups guy came to pick-up the box with the first Axim. Gave me a little sticker slip as a receipt. As I was going back after locking my door, the phone rang, and guess who it was.

Quote:

-Hello, it's Dell Canada calling. Can I speak to Pavel, please.
-Speaking.
-I would like to inform you of your order number. We are currently assembling your package and it will be ready soon and will be shipped on 16 or 17 august. We will also be giving you a call to let you know the purolator tracking numbers.
-Great! Thank you.
-Do you have a pen handy?
-One second... (in my head:YAY!)

21 aug 2006

I have indeed received the new, third axim. I am really discouraged now, since it has the same blob of oil appearing everytime it is put in its case. Yes, I know, you'll say don't put it in the stock case. Honestly, I believe that when you pay that much for an item (520CAD normal price) there ought to be some QC. I think that a problem that apparent should not pop up when you use the STOCK, supplied by dell itself, case. Right now its Sunday night and I intend to call dell tech support tomorrow morning. Yes, you guessed right, I want another replacement, and I will keep doing it until dell goes bankrupt or until I get a normal PDA. I keep recalling how wonderful my now stolen x30 was. No problems whatsoever.

21 aug 2006 cont'd

So I called dell again. The representative told me that unfortunately their system is down and there is only so much he can do for me. Great. Explained the situation for a thousandth time for nothing. He shyly asked me whether I dropped my axim because as I figured later he thought there was a crack on it. He said please call back in a few hours, assuring me this issue is for replacement. HOWEVER, he said, he wasn't able to make any note and couldn't give a case number which meant what I just said was like ******.

A few hours later:
I gave a call to dell's tech support again, and explained the situation again, feeling the need to suppress the aggressive tone. After my brief but to the point story the guy asked me to confirm the address.

-You are getting a replacement.
-Great. I have only one question: would that be a refurbished model or a new one?
-A refurb, sir.
-A what?!!! A refurbished one, sir.
-Whatt?!!
-Unfortunately, sir, you are out of your first 30 days and we can only send you a replacement.
-Listen, I have paid the full price of a new unit more than a month ago and ever since I have been on the phone with your department for having it replaced...
-I understand sir, but that is the policy, that is what it says in your contract...The thirty days is from the date of ordering, not from receiving a replacement
-Let me get this straight. I paid a full price for what turns out now is a refurbished unit. I think if I wanted a refurbished unit I would buy it cheaper than that, don't you think.
-I see. (silence)
-So are you going to send a new one or not?
-I'm afraid I can't. The system is not going to let me.
-Ok, I'm going to speak to somebody who can.
-Ok, sir. [that was pretty much the end of the conversation]

I have called dell customer care. And got the same exact answer. A refurbished. This guy tried to tell me refurbs are ONLY and I'll repeat it ONLY units that are not in original packaging and he could vouch that they were not used by anybody before. I want to give his name for you if you ever speak to this son of incompetence : Brandon @ customer care. Sounds too harsh? Well...I was angry. He said I needed to call tech support again and ask for a replacement with them, since he wasn't able to give me anything!!!!!

So I called tech support back and I got the complete opposite of Brandon-son-of-a...Ruth. She was very very pleasant, nothing to do with the tone of her voice, though. She listened to the story as though she really cared. I heard real compassion for the times I got a defective item and the time I spent getting something that is quite expensive. Anyhow, she said, after a seconds thought that as a matter of fact, my 30 days end tomorrow, and she HERSELF will call a special division of customer care and explain HERSELF the situation to the representative. What she did, in fact. Just to demonstrate how I thought she was competent: after about 15 minutes' waiting, she came on just to tell me that she was waiting for me and that she didn't forget about me. Very nice comforting line after being put done, once rudely. She finally got through and told me I will speak with another rep just to confirm my address. I will be getting the fourth axim in 7-8 business days. Phew!... This one MUST be good. I mean, I hope so.
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...to be continued

MarcFou · 08-10-06, 10:34 PM

Well, better than Dell telling you all is well and getting stuck later down the road. The bright side is your getting it replaced without hassle. We can only hope your string of bad luck ends when you get the new one. I'm hopeful.

JagX · 08-10-06, 10:52 PM

Thank you, MarcFou for your support and quick reply. I completly agree you and think that dell is the best in their replacement service and customer support. I'd only expect that from Futureshop. This thread was started not to blame dell, no, it was on the one hand a means to let out my frustration with the seemingly unachievable dream of a perfect axim and on the other hand to let others know of these problems, so they know how to act.

JakeRich · 08-10-06, 10:58 PM

Hate to tell you but the "oil" was most likely just a moire pattern that results from slight constant pressure on the screen. It disappears in about 24 hours of no pressure. The default slip case that came with the unit was notorious for that, as are some of the third-party cases. In any event, it's harmless and ususally not visible except with a screen that is mostly a solid color. And, as I said, it goes away within about 24 hours after you stop applying the constant pressure.

BTW, Welcome to Aximsite!

MarcFou · 08-10-06, 11:01 PM

Well if anything its a great topic for discussion. I know what you meant by your previously reply. Its frustrating and disappointing. These arent minor issues that you can live with and its nice to know that you dont have to debate and fight with Dell in resolving the problems.

I once bought a laptop a while back that had 12 bad pixels and fought to no end trying to get a replacement. I never was able to get it fixed or replaced. It was a Compaq (before HP took over).

Getting a replacement, while disappointing to need one, is better than needing one and not getting it.

But I hope the 3rd times a charm for you.

JagX · 08-10-06, 11:03 PM

Hate to answer, Jake

, but I heard that from dell customer support and I have waited a while. The pattern disappeared and then became even bigger. And don't try to tell me that my gentle stylus taps are more a pressure than the axim was made for. It was not in the case for the few days I was waiting for the spot to disappear. But it only grew bigger. Argh!

Joelacrane · 08-20-06, 10:34 PM

My old iPAQ did that too. Someone it was just moisture under the screen, it never really bothered me though.

So have you received your new Axim or what?!

I've managed to keep mine perfect this far, there isnt a scratch on it. Im so happy!

JagX · 08-21-06, 12:37 PM

21 august 2006 update http://www.aximsite.com/boards/showp...77&postcount=1

08-21-06, 01:45 PM

I also noticed that "oil" spot that you are talking about, it's from the constant pressure and goes away after a few minutes for me. I was kinda worried when I saw it and thought the screen was messed up, but it went away! hooray!

Don't worry about it, it's not anything wrong with your Ax.

JagX · 08-21-06, 10:51 PM

Originally Posted by fireshaper

I also noticed that "oil" spot that you are talking about, it's from the constant pressure and goes away after a few minutes for me. I was kinda worried when I saw it and thought the screen was messed up, but it went away! hooray!

Don't worry about it, it's not anything wrong with your Ax.

I would agree with you, fireshaper, but I must say that the second axim I got did not do any of this oil pattern thing. I put it in its case right away just after putting the screen protector on. It had the same pressure applied and nothing and I mean NOTHING appeared on it. I even tried pressing harder than usual with my stylus. Nothing. So...it might be only cosmetic, at least for the first time, but it is still a fault. I know fault tolerance is personal, but still...

update from 21 august 2006 available in the first post