Don't buy Dell's Axim!!!

[iainphil]

I wonder if anybody can beat my experiences with Dell's so-called Customer Services? I bought an Axim, with PocketPC 2003 (English) on July 2, together with a foldable keyboard. The Axim arrived on July 11, but had to be returned on July 14 as it was malfunctioning. A replacement Axim arrived on July 15, which turned out to be a refurbished model AND running a French version of PocketPC 2002. Appointment made to exchange was set for July 21, for a new Axim, with PocketPC 2003 (as per original order), which when it arrived, turned out to be - once again - a refurbished model and - once again - running PocketPC 2002. Patience running very thin now, appointment made with Dell's hopelessly inept Customer Service Dept. was that a completely NEW order would be placed. When I tried to trace this new order via the Dell website, it didn't exist; according to Customer Service, they forgot to place the order! New order placed: arrived on August 11 - wait for it: malfunctioning!!! After threatening to take Dell to court, I finally got my money back. Never again will I buy anything at all from this dreadful company. As for its Customer Service Dept., it deserves the title: Customer Service from hell. Their biggest mistake? In the company I work for, I make the decisions with regard to purchasing hardware: it will never again be from Dell!!

[dh]

I guess some are lucky with Dell customer service and some are doomed to have problems.

When my 6 month old Axim had a problem, they shipped me a brand new one that arrived the next day - hard to beat that service :)

My only problem has been with the delay of the upgrade, but that has shipped now as well.

I would certainly buy another Axim if they have one that meets my expectations before long. If not, I'll probably take a chance on a Tosh e800.

[GoldKey]

That is a shame, many of us are very happy with the Axim and the service that we have received from Dell. Sorry they treated you so poorly.

[iainphil]

My experience has been that Dell seems to score well with its customers in the US; I live in Holland, and I have yet to find a more inept GROUP of people working together in one company.....

[PetiteFlower]

Most of the people in this forum already have an Axim, so your warning is a little late :)

But I haven't had any serious service problems either. Yeah they are a little dense, but when I've needed replacements they've always been correct and timely.

[shadowac90]

Was the malfunction about the keybopard?? If not what was it??? :?:

[aximmanx5]

Maybe they just didn't like you, i have always had excellant service with dell customer service, and now that the rom update for ppc 2003 is here, i love my axim that much more. DELL RULES

[easylife]

Most of the people in this forum already have an Axim, so your warning is a little late :)
Really? 8O Most of us have an axim?

[Kati Compton]

Most of the people in this forum already have an Axim, so your warning is a little late :)
Really? 8O Most of us have an axim?

In the "Dell Pocket PCs" forum, yes, probably. You may be an exception.

[maximus]

Most of the people in this forum already have an Axim, so your warning is a little late :)

Did he talk about the brand new X3 / X7 ? :mrgreen:

But I haven't had any serious service problems either. Yeah they are a little dense, but when I've needed replacements they've always been correct and timely.

Same here. Nothing beats Dell's service in singapore. Free 12 screen protectors, 3 extra styluses, 2x64 MB SD, two upgrade CDs ... That's why I referred 20+ people to them :D

[easylife]

Most of the people in this forum already have an Axim, so your warning is a little late :)
Really? 8O Most of us have an axim?

In the "Dell Pocket PCs" forum, yes, probably. You may be an exception.
:oops: Well, when you see a thread in the last 10 (on the front page) called "Don't buy Dell's Axim!!!" you want to read it, right? :wink: And what if someone just happened to not check which forum it was in? :wink:

[shawnc]

I found Dell's customer service to be friendly, just not very helpful. Fortunately I haven't had any issues with my Axim, but they were terrible with my keyboard and subsequent purchase of a CF card. Again, they weren't rude, just not very helpful.

[ctmagnus]

I found Dell's customer service to be friendly, just not very helpful. Fortunately I haven't had any issues with my Axim, but they were terrible with my keyboard and subsequent purchase of a CF card. Again, they weren't rude, just not very helpful.

The longer you own something and the more you play with it, the less helpful tech support seems to become...

[moonlights]

The Dell customer service/catalogue sales are idiots. I had asked if the Palm foldable keyboards were compatible with the Axim, and she said yes (well they're not). Once I received my Axim and realized my palm keyboard was not compatible, I went and purchased the Axim foldable keyboard. After I loaded in teh keyboard, the piece of crap Axim started having problems. It would randomly change settings and it would inactivate my keyboard whenever it felt like it.
So I called Dell, and they sent me a new one (but neglected to give me the reference number to send back the old one. . . ). Anyway, 24 hours after I receive the new Axim, it's doing the same exact thing that the old Axim does. Dell insists that they have never heard of an axim randomly changing settings, but I got TWO that did that.

It's a piece of crap. Their service representatives are idiots (and rude). Their staff knows very little about their products. And they have issues accepting the fact that I want the insane amount of money that I paid for that piece of crap back.

Anyway, does anyone know of a pocket pc that actually works?

[SlimDady]

ive had no problem.. there is no doubt that their customer service angents arent that knowledgable.. but still as soon as i put up with their dumb directions and questions (restart, hard reset.t, bla bla bla) i got what i wanted.

still dell has better service then many other place.. what company would send u out a replacement b4 u return yours.. I know with cellphones u gota send them away for weeks, if u get a phone its a crappy loaner..


ordered my xim got it dealt with the very crappy d-pad for about a month or two and a dead pixel in th emiddle on on the edge.. called dell complained within 3 days i got my replacement, and it was fine..

Ive had different people tell me different things.. like about my dead pixel one guy said 6 was the limit.. but im like thats on lcd screens not on axims that are 1/8th teh size. He said they would send a new one.. but if it a dead pixel i could send it back.. Then i called again another day and spoke to some lady, she said they would replace it until im happy.
Really i think they deal with problems quite well. sometimes the reps make it difficult, try calling a few times

[moonlights]

Well after 2 hours of talking/yelling to their service reps, they finally gave me the number to call to schedule an airborne express pick up so they will take back their pieces of crap. They gave me the wrong number twice.

Anyway, I just wanted to let you know that Dell sent me a BILL for the replacement Axim. The bill was sent out before I even received the replacement!

They told me on the phone it was a mistake, they usually wait a few days to send the bills out. How nice.

Never, ever, ever, will I buy anything from dell again.

[vassil3427]

I've had some problems with Dell before, and I understand there tech support is a bunch of bafoons, But I will always buy from Dell for the sheer price and quality of the items they sell. Anyways, Who needs their tech support when you have Aximsite?

[mc_03]

No company has good customer service anymore...

I'm sorry for your bad experiences with Dell. Personally, I have had 2 good support experiences with them.

But if you think you've had it bad, take a look at what HP has put me through:

I have been involved in a tech support problem with HP since last November... ever since my first Jornada broke and they fixed it and sent it to the wrong place...

1 YEAR

To write out all the details I'd need to take up a page of this thread... but basically I have wasted literally DOZENS of hours of my life on the phone with them- they have given me wrong phone numbers, fax numbers, they have sent me broken replacement products, lost my case multiple times, they have IGNORED my letters, they have not helped at all in the majority of phone calls, escalated my case just to have it ignored by people higher up...

In February, after they sent me back my broken Jornada 3 times without fixing it, they agreed to send me an ipaq- a 3870, a model over a year old. Anyway, the 3870 they sent me had power problems and kept hard resetting.

It is still in my desk waiting for them to send me my refund. I have called them countless times since then, just to have some people apologize and promise to "escalate" my case, and some to argue with me and tell me that HP doesn't do refunds.

I agree that all these huge, rich companies need to get their act together in terms of customer service. Most of them are just a pain. They turn simple cases into complex ordeals spanning several months due to their incompetence and lack of organization.