03-27-2004, 11:00 PM
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Swami
Join Date: Feb 2004
Posts: 4,303
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Dell, Customer Oriented Company, or Cancelling Old Commitments?
Two days ago we reported that Dell was not planning on offering Windows Mobile 2003 Second Edition updates to existing Axim X3 or X5 users.  I wonder if they could have predicted what the reaction would be?
As an existing Axim X5 user myself I am not at all happy with Dell about this. I know a lot of you feel the same way and I would like to encourage you to contact Dell directly and tell them so, as well as signing this Aximsite petition on the Dell Forums. (Just say you want the upgrade and put your service tag in your profile. Only Dell can see it). There are signs that Dell may be reconsidering their initial unwise decision, especially in the light of HP and Toshiba not only offering the Windows Mobile 2003 Second Edition updates to existing users, but offering them for free as well! :| Dell have been apparently been upgrading X3is at MDC after users signed a waver and NDA, so the upgrade capability clearly is there. :?
Now I feel that it would be reasonable for Dell to charge a nominal fee for the update, but not even offering one is a slap in the face of loyal customers. Perhaps they are worried about another upgrade fiasco like the last one � multiple rapidly pulled ROMs, late delivery etc. If they offer a downloadable update then they could quickly get the support of their users back again. It's not an unreasonable request.
Toshiba clearly learned the lesson the last time they tried to pull something like this and are supporting their current users this time round. Up to this point I have been unreservedly recommending Dells to folks wanting PPCs, but if this is the level of customer support they are prepared to offer, then I will be suggesting that people look elsewhere in future. I was looking forward to the X7, but this may well be my first and last Dell if the situation does not change. :evil:
Dell claims to be a customer oriented company. Well � the customers are speaking � are you listening Dell? :?:
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03-27-2004, 11:36 PM
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Sage
Join Date: Mar 2004
Posts: 602
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I added my name to the petition on Dell's forum, I should have added the links to the discusions here and on a few other sites to show Dell how their customers feel about this issue.
I encourage all Axim Users to go to Dell's Forum (Link in Jonathon's post) and politely let Dell know you want them to release the WM2003SE update to all of it's users; old and new!
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03-27-2004, 11:41 PM
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Intellectual
Join Date: Dec 2003
Posts: 217
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It's not fair how everyone gives Toshiba (now Dell) grief for not providing WM2003 updates last summer. I think it's unreasonable to expect upgrades, especially for products that were already or about to be off the market anyways. The mobile device platform is not like the Windows platform - it is clear because the updates do not come directly from Microsoft. You buy a mobile device that suits your needs - if you want an updated OS, buy a new device.
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03-27-2004, 11:50 PM
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Pupil
Join Date: Feb 2003
Posts: 21
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I'm with Jonathon on this one.
Steve
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03-28-2004, 12:00 AM
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Pontificator
Join Date: Oct 2002
Posts: 1,051
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Re: Dell, Customer Oriented Company, or Cancelling Old Commitments?
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Originally Posted by Jonathon Watkins
... especially in the light of HP and Toshiba not only offering the Windows Mobile 2003 Second Edition updates to existing users, but offering them for free as well!
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REALLY??? This is great news for HP owners. OK, back on topic.
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03-28-2004, 12:10 AM
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Intellectual
Join Date: Mar 2004
Posts: 172
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It miffed me enough that (1) I cancelled the order I had with them for a laptop and (2) I just ordered an e800 and will sell my X3i when the e800 arrives. At my age (54), I just don't put up with things the way I used to. The X3i is a fine device (I'm composing this message with it), but one of the reasons I bought it a few weeks ago was because I figured Dell would support it. I hoped they would impress me more than HP did when the replacement sidegrips for my 2215 turned out being no better than the originals. I sure hope Toshiba doesn't disappoint me: customer no-service, combined with my impatience, is getting costly. 8O
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03-28-2004, 12:16 AM
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Swami
Join Date: Feb 2004
Posts: 4,303
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Quote:
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Originally Posted by c38b2
It's not fair how everyone gives Toshiba (now Dell) grief for not providing WM2003 updates last summer. I think it's unreasonable to expect upgrades, especially for products that were already or about to be off the market anyways.
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I bought a device from Dell, expecting support for a reasonable amount of time after the device was obsoleted. If you look at the US Dell website, they are still selling the X5 - it is a *current* product. It is perfectly fair to criticise Dell for their current shortsighted policy.
I am prepared to pay for the upgrade to cover their expenses. It's not like we're asking for it for free (although other manufactures are doing this).
IF we could upgrade ourselves then I would see the point of what you are saying. However - we are reliant on the manufactures to write, integrate and package the upgrades. The manufactures that provide an update path will in the long term receive more customers. It's in the manufacturer's own interest to do this.
Quote:
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Originally Posted by c38b2
The mobile device platform is not like the Windows platform - it is clear because the updates do not come directly from Microsoft. You buy a mobile device that suits your needs - if you want an updated OS, buy a new device.
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No - you are incorrect in this. I did not buy an embedded device. I bought a *Pocket PC*. The upgrade capability is there - Flash ROM and all that. If Dell think that by not offering me an updated OS I will upgrade to another on of their devices then they have another thing coming. I will migrate to Asus, HP or even Toshiba. That's their choice to not offer an upgrade - that's my choice (and advice) not to buy another Dell.
Dell are the odd ones out here. Every other manufacturer is offering upgrades - often for free. It is reasonable to ask Dell to do the same.
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03-28-2004, 12:42 AM
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Mystic
Join Date: Jul 2003
Posts: 1,768
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Quote:
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Originally Posted by c38b2
It's not fair how everyone gives Toshiba (now Dell) grief for not providing WM2003 updates last summer. I think it's unreasonable to expect upgrades, especially for products that were already or about to be off the market anyways.
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The X3i is a new device. How is it not fair to expect Dell to at least offer comparable service as other Pocket PC manufacturers? If HP, ASUS, Toshiba, etc will offer an upgrade (perhaps even free) on its latest hardware, why wouldn't X3i owners expect the same?
__________________
Jonathan (JonnoB)
"All that is necessary for the triumph of evil is that good men do nothing." -Edmund Burke
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03-28-2004, 12:57 AM
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Ponderer
Join Date: Mar 2003
Posts: 58
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Re: Dell, Customer Oriented Company, or Cancelling Old Commitments?
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Originally Posted by Jonathon Watkins
especially in the light of HP and Toshiba not only offering the Windows Mobile 2003 Second Edition updates to existing users, but offering them for free as well!
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Has there been any word yet as to WHEN these updates will be offered? I've been waiting to update my 2210 to 1.10 to see if anyone reported any problems, and now that there may be a release supporting landscape, I might just hold off a little longer.
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03-28-2004, 12:58 AM
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Sage
Join Date: Mar 2004
Posts: 602
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Quote:
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Originally Posted by c38b2
The mobile device platform is not like the Windows platform - it is clear because the updates do not come directly from Microsoft. You buy a mobile device that suits your needs - if you want an updated OS, buy a new device.
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This is exactly why companies should be offering upgrades, I don't exactly agree with the "free upgrade" because I am aware that there is a cost involved for the company to develope the upgrade.
They design the units to be upgraded, as mentioned by Jonathon in his second post, and with that ability comes the expectation that they will support the unit not just with ROM updates to correct errors but with OS updates (within reason).
I bought my Axim in November of last year and it still has 6 1/2 months of warranty left. I should not have to go out and buy a new PPC just because a new OS is released. If the unit is capable of supporting a new version of a Windows Mobile OS then the option of upgrading to it should be made avaiable to me. Toshiba was wrong when it came to the E740 but they chose not to correct the issue which cost them in terms of sales and reputation.
:soapbox:
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