01-17-2003, 07:21 PM
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Executive Editor
Join Date: Aug 2006
Posts: 29,160
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Dell Axim: The Throw-away Device?
Pocket PC Thoughts reader Terry Cox received an interesting response from a Dell tech support person:
"At this time, Dell does not sell parts for the Axim, and does not do repairs on Axims. Even if the problem is covered under warranty we do not service the Axim, we replace it. At this time, Dell has no service option to replace the LCD, even as an out of warranty repair. I am sorry for any inconvenience this may cause you. - Dell Forum Moderator Rollie R."
This makes quite a bit of sense actually - by redefining the price point that Pocket PCs are sold at, Dell has brought them from the "computer" category into the "appliance" category. They likely have an agreement with the ODM to simply ship back defective units, and the ODM will recycle the components or whatnot. Not a bad deal for consumers if the unit is under warranty - you'll always get a new unit. If it's not under warranty though...you're out of luck with getting it repaired. What do you think about this? Good or bad move on Dell's part?
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01-17-2003, 07:33 PM
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Ponderer
Join Date: Oct 2002
Posts: 64
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I really like the ability to repair my devices (iPaqs), but then again I also order the parts and do it myself (after warranty is up)
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01-17-2003, 07:35 PM
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Neophyte
Join Date: Jul 2003
Posts: 5
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If I just bought an Axim and my problem was under warranty, I think it would be great to get a new PPC instead of a "fixed" one.
If I just bought an Axim and my problem was not under warranty (screen crack), I would be ticked off that I had to shell out the full amount for a new one. On the other hand a new Axim is probably almost as cheap to buy as a "regular" (HP, Toshiba, etc) PPC's screen is to get fixed (after shipping and parts and labour, etc).
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01-17-2003, 07:35 PM
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Intellectual
Join Date: Aug 2006
Posts: 252
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Well.
Good as you know you're not going to get some dodgy replacement but:
- I think that they should make it clear on the website - they don't at the moment. It makes that extended warranty more attractive though.
- I also think that they should be looking into providing insurance at the POS.
As thinks stand I could drop a brand new Axim and my only option is to buy a new one. Doesn't feel right some how.
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01-17-2003, 07:40 PM
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Intellectual
Join Date: Aug 2002
Posts: 160
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it's great...under warranty
the deal seems pretty cool being that you can get a new one instead of just having your old one replaced. BUT, that kinda stinks that you're not covered once the warranty is over. how long is the warranty anyway? one year? as it happens on most devices the real hardcore problems start on day 366!
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01-17-2003, 07:42 PM
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Ponderer
Join Date: Aug 2002
Posts: 56
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This is a great idea, as long as it is made clear that replacements are impossible after warranty is up (contributing to a desire to order a longer two and three year warranty). This is might be a contributing factor to the Dell's lower price, too. And it will always mean quick service. They could send you a new replacement device as soon as you put in the RMA request, as long as you've got your Axim packaged up for the UPS person to take when they drop off the new one.
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01-17-2003, 07:50 PM
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Thinker
Join Date: Jul 2002
Posts: 433
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ehm, if i own one of the axikm, i'll stick to the warranty option :x
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01-17-2003, 07:58 PM
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Thinker
Join Date: Feb 2002
Posts: 414
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This is one of the great things about PDAs and where the market price point is going.
Not only should PDAs not be fixed, they should be so cheap that they can be upgraded by being thrown away (or given to the kids to play with) every year or two and new, better models purchased for $100-200.
Desktops are almost at this point, but PDAs are much better suited to it. This has huge advantages, as it makes it easier for the manufacturer to keep up with the lastest processors and configurations. No one need worry about whether the software can be updated. You just get another cheap model every year or two.
The detraction is that it won't be PDAs. It will be smart phones. You can already see that no one is concerned about whether a phone cost $100 or $200 to make. If you make hundreds of millions of them, and make all the money on the phone fees, you can replace all of them you want; It only brings down the unit costs.
I sure would not worry whether the warranty on a $175 Axim is 90 days or one year and I surely would not get an extended one. I would hope it only lasted a year so that I could update it all at once. But, maybe that is just me.
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01-17-2003, 08:49 PM
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Editor Emeritus
Join Date: Aug 2006
Posts: 15,171
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My take on this is that it's too early to say definitively yet. It's possible that they haven't set up a parts channel yet, and just ship the defective units back to the OEM that's manufacturing it. Considering that no Dells are out of warranty by definition, this sort of makes sense. We might see their policy change later on.
--janak
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01-17-2003, 09:25 PM
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Pontificator
Join Date: Aug 2006
Posts: 1,177
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New = Good.
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