Strangest thing just happened

[Tintin]

I called Dell Canada to do 2 things:

1 - set up a return on my 300mhz model due to D-Pad issue
2 - work out a plan to replace it with a 400mhz model - I've decided I need more on-board RAM available for viewing videos etc. even with a 256MB SD card.

After 30 minutes on the phone, they were willing to forego the 15% restocking fee (did anyone know about this little number?). I'd pay shipping back to Dell, and order up a new 400. They were willing to give me free shipping on the new one, like I got with the 300.

Then, after putting me on hold again, they came back with 'tell you what... how about $40 in accessories instead of spending more $ on the 400'... Strange... So I don't return my 300 (although I will send it in for the D-Pad issue under warranty) and they give me $40 to spend any way I like at Dell (maybe put it towards a cradle or spare battery or something). So now I have a $40 credit at Dell on file to use tomorrow.

Bottom-line: they don't know how to take a return on an Axim! The guy I spoke with hadn't done it before, and couldn't figure it out for the life of him. I will call back again tomorrow, and most likely return it and order a 400.

Strange strange strange...

[imported_Covert]

Originally posted by Tintin
Strange strange strange...
I agree with your conclusion... :confused:

[12Paq]

Strange indeed.

Yet I keep comparing Dell to Compaq. My experience is limited to the two. Dell certainly is not great or perfect but compared to Compaq it is a world of difference. Whenever I called in the techs they rarely new what I was talking about even with the simplest of techie questions. They also had the ?carepaq?, for hundred bucks or so you could get them to send your ipaq back priority mail, if you could ever get them to agree to send it back at all. Dell seems good when I compare. So far.

[fintheman]

Give dell 3 months, and they will have it streamlined, no ****.

I worked for Dell Support for 2 years, and noticed when new products would come out, there was about a month or two where it was mass confusion, but they'd still ensure the best customer service.

The thing that seperates Dell is that when it comes to support, and replacing things, they don't give a rat's ass about cost compared to most places.....

Just escalate, and you'll get everything settled with, I'll put my word on that.

-fin

[txwylde]

Call them back up, ask to speak to a manager and tell them you want to do an RMA. A manager should be able to knock it out, no problem. If they give you any grief, just use the line, "My organization spends thousands of dollars on Dell products and I hope this wont be an issue." The manager will be kissing yer butt.

[Tintin]

Well, I called back today and figured things out. I got my DPS (Dell's version of an RMA) for my 300. I also placed my order for the 400, and got them to give me free shipping on it plus the $40 credit. I opted out of the cradle and went cable-only.

I should have the 400 by Monday or Tuesday next week, but I won't see it till the 31st as I'm out of town. I'll ship the 300 back then.