Dell is Replacing My X50V with a X51V, or So They Say

[zoeydanielle]

I thought this episode would be of interest to all X50V owners who are unhappy that they are unable to run WM5 on their Axim X50's.

Two weeks ago, after recently receiving my third X50V, (the other two had problems although not extremely critical), I started to use the third and found that it was even less functional than the second one. So I called Dell and told them that I was returning the third unit and would keep the second. I also decided that I would enclose a complaint letter with the returned X50V and mail off the same letter to Dell, complaining that I was promised a functional X50V with WM5, and that in my opinion there had been a breach of warranty. Ten days later I got the following e-mail from Dell. I am uncertain as to which of my letters they were responding.

"I am writing on behalf of Dell in response to your Letter . We greatly appreciate your observations. Customer feedback remains our most important tool for evaluating the quality of our service. Let me assure you that Dell has every intention of assisting you and addressing your concerns. I do apologize for the inconvenience caused to you in this matter , my understanding from the situation is that due to the windows mobile 5 incompatibility and various tech issues with the X50V you are requesting us to Replace the X50V with a X51V. After the analyzing the situation I am working with the dispatch team here to check if we can have a X51 sent out . I request you to provide 24-48 business hours to get back to you with a response on this You may contact me at your earliest convenience at 1-800-624-9897, Extension 5-376034, or via e-mail at vidya_prasad@dell.com I will be happy to assist you. We value you as our customer , and your satisfaction is very important to us. "

To say that I was surprised that I had even received a response would be putting it mildly. Then, the next day, I received the following e-mail:

"Dear , We are able to ship out the X51V , under warranty terms , please allow 7--10 business days for delivery.

Regards,
Vidya Prasad (Vivian)
SSR
Dell Inc
Escalate | Resolve | Educate"

Now, I haven't received the X51V, so I am not sure if they will live up to their promise. Maybe its the squeaky wheel gets oiled. Other site members may want to try this method. I will let you all know what happens if and when I get the unit.

[zoeydanielle]

Here is the post script to my previous post. Yesterday, as promised I received a box from Dell, but when I opened it, I found not an X51V, as promised, but a refurbished X51 ... no "V." I have contacted the Dell rep. by e-mail and phone (left a message) and will see what happens.

[Mahstah]

Squeak that wheel!

[zoeydanielle]

Spoke with Dell last night, and they promised me an X51V pronto. Will keep you posted.

[zoeydanielle]

As promised, Dell has replaced my X50V with an X51V at no charge. It came by delivery last Thursday, and I immediately encountered problems synching it with MS Activesync 4.1. I called Dell and they told me to unload 4.1 and reload 4.0, which I did. No improvement! Then I started to read posts through Google and found someone who had loaded 4.2 Beta on his computer and it synched the X51V. I tried that and was successful. The PDA is very nice and fast, and thus far no gliches. The problem is that I must manually reload all of my software. I have decided to be more judicious as to what I load, otherwise, it will take me to Christmas. Others should compain to Dell about their X50V and pursue getting the X51V. Good luck to those to try it.

[Mahstah]

Thanks for giving feedback to the community, enjoy your X51v! I know I do.