Database Users

What Phone Do I Have?

My wife bought me a phone for christmas. She thought she was buying the new T-Mobile Dash 3G. However, when we recieved the phone and booted it up, it did not have winmo on it. When viewing the website where she bought the phone it appears to be the Dash 3G with winmo (t-mobile branded) on it, but it is not. I am unsure what OS the phone has on it. I do know that it has some java apps on it and opera mini. According to the website the phone is the HTC S521. When I take the battery out, it says Model: K688 I have tried several ways to get the phone to boot into bootloader mode, in hopes that I ccould load winmo onto the phone. I tried volume up while powering up, volume down while powering up ad camera button while powering up, but nothing seems to work. Here is the website where the phone was purchased:
http://www.dhgate.com/usr/gotobuy.d...e=wholesale---oem-htc-s521-quad-band-unlocked
Please Help

pledge5 said:
My wife bought me a phone for christmas. She thought she was buying the new T-Mobile Dash 3G. However, when we recieved the phone and booted it up, it did not have winmo on it. When viewing the website where she bought the phone it appears to be the Dash 3G with winmo (t-mobile branded) on it, but it is not. I am unsure what OS the phone has on it. I do know that it has some java apps on it and opera mini. According to the website the phone is the HTC S521. When I take the battery out, it says Model: K688 I have tried several ways to get the phone to boot into bootloader mode, in hopes that I ccould load winmo onto the phone. I tried volume up while powering up, volume down while powering up ad camera button while powering up, but nothing seems to work. Here is the website where the phone was purchased:
http://www.dhgate.com/usr/gotobuy.d...e=wholesale---oem-htc-s521-quad-band-unlocked
Please Help
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DHGate, eh?
Your wife should have done some research (asking the seller) first.
A large variety of items on there are copied; on the flip side a lot of sellers have the sense to include the wording "High Copy" if they copy a brand at least (unfortunate that it's not listed in the ad as such, one would think it was legit), or they will tell you directly if you ask about product specs.
Thing is they don't pay the seller until you're satisfied. If you have problems with it (as you appear to be having), open a dispute process with them and they should be able to refund your money.
DHGate is good for Chinese stuff (I bought a "Mac Air Book" - Mac Air clone, actually works quite well under Linux), but again as I said before, research before buying.
That phone retails at $300CAD flat out (~289US), so wouldn't common sense would click in at that point, and ask, "Why is this perfectly new thing selling for so cheap?" What you have is a good KIRF.

Have to agree with vcolm85.
I used to sell alot of stuff on eBay that came from China, and specifically purchased through DHGate, and on more then one occassion I got stung by false sellers making wild claims. Most sellers will state that the item selling is a copy or fake when asked, but not all. Usually any mobile phone that sells stating that it has TV is a dead giveaway that it is a Chinese knockoff.
Usually with DHGate, they will hold the payment from the seller like an escrow service until the customer has logged back into the deal and ok'd the payment to go through. As mentioned, if the payment has already been authorised, open a dispute and hopefully DHGate will get you your money back - fingers crossed.
Unfortunatelly the old addage of "too good to be true" is more often the case true, but don't believe there aren't good bargains to be had, especially on DHGate, you just have to be careful - at one stage I bought Sd Card readers that could read up to 2GB cards for onyl 75c US each, was a great bargain.

dhgate
Well, i placed my order with DHgate, but never received response on it till day. And true, the products dont work rather. Then i checked with Chinabuye, an online store from China. I got sticked with them for their great service, timely delivery with no MOQ limit and best quality products. I am from India, i receive the products with no shipping charges and quite reasonable rates on all their products i buy.As Quality is more important for any online purchase!

必须同意vcolm85

As mentioned, if the payment has already been authorised, open a dispute and hopefully DHGate will get you your money back - fingers crossed.

i think it is very good
i think it is very good

what?
what is this?why not open

I think this phone with the BlackBerry's more like
I think this phone with the BlackBerry's more like

I have also bought a cell phone that I feel pretty good
I have also bought a cell phone that I feel pretty good

I think this is a little
I think this is a little

I think this phone's screen is too small
I think this phone's screen is too small

This is not does not exist yet?
This is not does not exist yet?

I think you can choose other
I think you can choose other

The phone looks is a bit small
The phone looks is a bit small

Should not have so many problems it
Should not have so many problems it

I think the phone is very good
I think the phone is very good

you have this phone
you have this phone,I think it is very good ,you should be happy

Your wife really interested, this phone good
Your wife really interested, this phone good

You can find the next supplier, usually no problem of
You can find the next supplier, usually no problem of

Dell Venue Pro arriving...

Just got off the phone with Microsoft Store @ Mission Viejo,
They just got in a shipment. No details on how many (I was called because I need to exchange my engineering sample) but figured you guys may want to know this

Make sure you test the phone before you leave the store. I got the same call and headed down to the store and found out that out of the three phones they had none of them would take a SIM card. We tried 3 different sim cards in all phones and all of them would not recognize them. Certainly a frustrating time at the store for both myself and the employees as they ended up pulling the remaining units they had as it seems Dell might have another issue.
I walked in with a phone that only had some wifi issues and ended up talking out with an HD7 as that was the only thing they could get to work.
I was told that if they get more Dell units that actually work they would call me.

gshocker said:
Make sure you test the phone before you leave the store. I got the same call and headed down to the store and found out that out of the three phones they had none of them would take a SIM card. We tried 3 different sim cards in all phones and all of them would not recognize them. Certainly a frustrating time at the store for both myself and the employees as they ended up pulling the remaining units they had as it seems Dell might have another issue.
I walked in with a phone that only had some wifi issues and ended up talking out with an HD7 as that was the only thing they could get to work.
I was told that if they get more Dell units that actually work they would call me.
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Was this the Mission Viejo store?

Was the San Diego store.. I felt bad for the employees there as they were excited to have the phone in semi-stock again (3 available)

gshocker said:
Make sure you test the phone before you leave the store. I got the same call and headed down to the store and found out that out of the three phones they had none of them would take a SIM card. We tried 3 different sim cards in all phones and all of them would not recognize them. Certainly a frustrating time at the store for both myself and the employees as they ended up pulling the remaining units they had as it seems Dell might have another issue.
I walked in with a phone that only had some wifi issues and ended up talking out with an HD7 as that was the only thing they could get to work.
I was told that if they get more Dell units that actually work they would call me.
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Click to collapse
So true, the first phone they tried didn't take a SIM card.. It kept displaying SIM error, but luckily the next phone worked.
Now that I spent more time with it, I feel that the screen is has very 'warm' color, increasing the brightness make everything too contrasty... My original phone had a more blueish tint...
The phone is awesome but hate these quirks, I'm going back to the store to check another unit... or get the HD7

VERY Impressed with HTC USA!

2 weeks ago to the day, I accidentally dropped my HD2. Nothing major.. I was actually sitting down when it happened, and the phone bumped my ankle then gently bumped the floor.. no big deal right? (It has a hard shell protector). Well, then as the phone flipped over, it bumped the edge of a table leg and damn! Four hairline cracks on the digitizer. And no more functionality though the LCD was fine and the phone was working but locked with no way to unlock it.
So, I weigh out the cost of repair vs. replacing it all together. Ultimately, it was cheaper to repair the screen.
Here is what blew my mind! Keep in mind that I am in Canada, I purchased the phone (T-Mobile Branded) on the 'net, it's unlocked, tweaked, and therefore there is no warranty.
So, on 04/01/2011, I contact HTC USA. To my surprise I actually get an American on the phone not some call center in a third world country. Wow! The person totally has their act together and in less than 10 minutes, I have a quote for the repair. Wow again! The rep explained everything in detail along with the mandatory disclaimers and while they were finishing up that, I'm receiving an email with all the necessary details and an RMA and Case number and shipping instructions. Wow yet again!
04/02/2011, I send the phone to the repair center in Texas. By 04/05/2011 at 10:50pm the phone has arrived at the repair center. The next morning, I get a call from HTC confirming the damage (which I knew), and they simply want a yes or no to go ahead with the repairs or not. By the afternoon, I have a FedEx tracking number, the phone is fixed and it's on its way back to me in Canada. Wow one more time!
04/11/2011 FedEx is at my door with my phone and HTC picked up the return shipping. Well.. you guessed it! Wow!
I am reconfiguring the phone back to the way I had it prior to sending it as I write this. It had been hard reset to factory spec which if fine and to be expected since they likely run various diag after repair.
So, for $120.00 + $25.00 Shipping, my phone is working again!
There's a case study for keeping our companies and their support centers on North American soil. There are dozens of companies I could list that should be taking notes. 8)

Nice to see a positive post like this. glad you got you HD2 repaired and are now back to modding it.

The whole repair process was nine days including weekends which I think is darn good!
That said, I was without the phone/device for 2 weeks. Talk about withdrawals! LOL!
Amazing how reliant we become on these devices. I use it to manage my daily activities for 3 businesses, 1 job, and my personal life/activities. I was on the verge of anxiety at times! Hehehehe!
At least I had my trusty HTC 8125 as backup and while it cannot connect to my cellular provider's network for phone/text/data, at least I had my calendars, tasks, notes, and contacts but I'll tell ya, talk about feeling tethered to a land line and out of the loop.
Yep, it just got HardSPL 4, my preferred radio flash, BsB, Total Commander, and a few other goodies back on and is now syncing with my Desktop and Exchange. d'-'
T-Macgnolia said:
Nice to see a positive post like this. glad you got you HD2 repaired and are now back to modding it.
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It was not a bad price if it was a year ago, but I just picked up another near mint condition one for $150 with everything included off criaglist.
Sent from HTC HD2 with Android

Yeah, fair enough however, in Canada, the phone is not even available therefore my options were a bit more limited to purchase a new phone through a system where there is a little more security in knowing that if it turns out to be a bad deal, the purchase it covered. i.e. Buyer Protection from eBay or anything like that.
It's not like you can hop on a local Craigslist up here and find them readily.
So, the replacement cost for a whole phone was much higher, and the repair was the way to go.
coldest~~~ said:
It was not a bad price if it was a year ago, but I just picked up another near mint condition one for $150 with everything included off criaglist.
Sent from HTC HD2 with Android
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You're a lucky guy.
I've had less good experiences in the Benelux here.
I called in mine for a screen and gps issue that is warranty issue since I run the official image on this HD2.
They didn't pickup the device twice as promised which drove me up the wall since I had my colleague involved and had to change several appointments with my clients for.
After I complained I got called by a customer care guy and was promised my device would be fixed one week after the pickup.
Called them this afternoon since we are one week further and my device was waiting for 2 parts but they didn't know which.
I wonder how many parts can break in the HD2 that direct to the fault. Guessing the main board and an LCD screen?
Well according to the customer service I will have to wait for the parts to come in.
I am so disappointed in the service and hole customer care after having a touch, touch pro, touch hd etc.
The touch pro which costed me over 500 Euro ended up in the trash after 3 failed repairs and numerous errors which where caused by the repair center. Sending it back to another address and name was only the tip of the iceberg.
Looking around for a dedicated Android device the LG optimus 2x looks good since it has a 24hour swap warranty.

Sorry to hear bro!
Heck, they even confirmed parts availability while on the initial call just prior to setting up the RMA. Maybe I just lucked out.
I work in the IT field and deal with all kinds of this stuff all the time and it has been years since I encountered this type of competence and efficiency. Don't know what else to say.
Have you checked out the Motorola Atrix?
http://www.motorola.com/Consumers/U...d-Services/Mobile-Phones/Motorola-ATRIX-US-EN
This thing looks cool! Watched several segments on it during the CES show back in February. My only question or disappointment was in all the promo vids from the CES they were touting Android 3 Honeycomb however at the Motorola site its tech specs list Android 2.2.
Good luck in your search!
lukesan said:
You're a lucky guy.
I've had less good experiences in the Benelux here.
I called in mine for a screen and gps issue that is warranty issue since I run the official image on this HD2.
They didn't pickup the device twice as promised which drove me up the wall since I had my colleague involved and had to change several appointments with my clients for.
After I complained I got called by a customer care guy and was promised my device would be fixed one week after the pickup.
Called them this afternoon since we are one week further and my device was waiting for 2 parts but they didn't know which.
I wonder how many parts can break in the HD2 that direct to the fault. Guessing the main board and an LCD screen?
Well according to the customer service I will have to wait for the parts to come in.
I am so disappointed in the service and hole customer care after having a touch, touch pro, touch hd etc.
The touch pro which costed me over 500 Euro ended up in the trash after 3 failed repairs and numerous errors which where caused by the repair center. Sending it back to another address and name was only the tip of the iceberg.
Looking around for a dedicated Android device the LG optimus 2x looks good since it has a 24hour swap warranty.
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Click to collapse

thx for the headsup JayG!
Well lets say that I do the same work as you and do escallations and process realignments. If I could have a go in this whole thing .....
The Motorola looks interesting but try to find one in Europe.

I very agree with your assessment of HTC. My story is one better. I had bought my phone (HTC ELFIN P3452 TOUCH) in India. It had some battery charging issues and when on a whim I finally contacted HTC US, the lady told me that the warranty on the phone had expired 5 days back. I politely requested her if there is something she could do. She came back a few minutes later and told me she will take the phone as under warranty, but she will have to get back to me after figuring out where I should be sending the phone for repair as they figured HTC touch is not serviced anymore. I did not get a call back for 10 days and then I called back and explained my situation again and the previous call to a totally different lady. She gave me an RMA and asked me to ship to their TX facility. I got the phone back with brand new board in a week. But then I noticed a crack in the body. Since now the phone was under a 90 day warranty, I called back and explained the situation. They gave another RMA and so I sent it back. another week later, I get the phone back and it was brand new everything including the LCD and the phone. New IMEI.
HTC is top notch. So my current phone is HD2 and backup phone is Touch.

This is how Dell deals with its customers

Despite the fact that several of us have been in contact with Dell for months about the freezing problem we have been all but ignored. Yet for some reason Dell decides to respond to this user directly and offer him a solution, while the rest of us have to deal with daily crashes. http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19374737.aspx. This is just another FU from Dell to those who were conned into buying a broken device.

efjay said:
Despite the fact that several of us have been in contact with Dell for months about the freezing problem we have been all but ignored. Yet for some reason Dell decides to respond to this user directly and offer him a solution, while the rest of us have to deal with daily crashes. http://en.community.dell.com/support-forums/mobile-devices/f/3824/t/19374737.aspx. This is just another FU from Dell to those who were conned into buying a broken device.
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Yep.. he's right. Apparently it is Russian Roullette over who gets the special treatment by their team to make sure they get 1 of the 10 working units.
To make matters worse, when I pointed out to their support team over the phone, that swapping the memory cards has fixed the great majority of people's problems, they threatened to cancel my warranty even though I had not done it. I was also told that it was being noted on my account that I did mention the tactic.
So this guy gets to swap his card, and gets special treatment all the while keeping his warranty, but I even mention it and get threatened with the warranty ban-hammer? This is complete crap, the way they are running this dog-and-pony show.
Everyone that still (and that is most of us) has a non-working unit and/or has swapped their card out, needs to go to this post and lay into these idiots. Everyone should be allowed to swap the cards if they are making an acception for this one guy. It's everyone or no-one. This isn't "I like you, you get to swap your card" ---- "nope, not you, I don't like your user name". This is complete being run like the mob.

I am in total support of the outcry and fully understand everyones frustrations. I have had 6 phones all 16gig and all would lock up over any and all wifi connections within munutes. This last one has been decent until T-Mobile upgraded the network in my area to 3G. After the update to 3G I have had a horrible experience with this phone. I reset my device 7 times in a 30 minute span trying to access a webpage the other day. I have been on the phone with Dell Mobility every single day with only one or two exceptions since the start of April. Every call was the same thing... wait until the 18th.
Every customer service rep I spoke to would openly suggest that the update would be pushed to all devices on or by the 18th of the month. I was so fed up on the 16th with freezing issues that I called at 2 in the morning and was told if I didn't receive the update by the 18th to call again. Well the day came and went and I called back around 10 pm that night and was told to wait again. I was however told that I would receive a call back about the SD card and warranty voiding question that I had been bugging them about. They never called.
I called the next day and was specifically told that Dell Mobility reps do not have the authorization to refund or replace my device. They suggested I "escalate" to Dell Support by filing a claim online. I called Dell support and was transfered to another part of Dell Support with a message kindly stating that they were currently closed. I called back and was told to call when a supervisor would be available. I told the rep that if there is nothing that they can do why have I been given the run around for the past 4 months. I called them a few things and got the rep to push through an email to his supervisor and asked what time he would be back in the office. I called and spoke with his supervisor the next day and was told that I he would have to push it to his supervisor and he would call the next morning between 10 and noon my time. He actually called back yesterday and said that I would be receiving a new phone with the update preinstalled. Not keeping my hopes up too high but atleast he supposedly has done something although I have yet to receive an email notification about the replacement.

I am sorry for the rant above but it has been so frustrating dealing with this device lately. This device has such high potential but there has been nothing done to help resolve the issues. I can't blame Dell Mobility because they have generally been pretty good to deal with. I am sure they are just as frustrated dealing with us as we are dealing with them. I just wish they would stop leading us on. If they can't fully resolve the issues then either let the user fix them and honor the warranty with regards to separate issues or do a recall and offer refunds to customers who want them. So much potential, so little patience.

Hopefully more bad publicity for Dell will make them get their act together: http://wmpoweruser.com/dell-venue-pro-owners-still-complaining-about-bugs-unfair-treatment/

Saw that article, glad the issue is still making the news. I don't cross my fingers for any resolution though. With the poor customer service, terrible camera and all around terrible process of actually getting a working phone I've sworn off ever buying a Dell mobility product ever again. If I wasn't developing for WP7 right now, I'd have sold off the device long before now.
Very much looking forward to the next gen of Nokia WP7 phones, and moving on to a proper Smartphone made by people who actually know what they are doing in the mobile business.

It is good that the issues are still being brought up in the media but a small specialty news source will not bring enough bad press to get any action from Dell considering how long they have ignored it for. I will probably jump ship to the next T-Mobile compatible hardware from Nokia if it is a high end device from them. A low end set wouldn't be worth the extra investment though. Actually any high end set from the other manufactures would have me interested. Hopefully the next replacement will actually be stable over a 3G connection. I have given up on WiFi stability.

I made a deal with TMO and got a G2X for a cool over-subsidized price. Still WP7 is my primary device and OS. G2X will be my backup in places where DVP sucks. Interestingly, my G2X holds to 4G with 3 bars inside my house, while the DVP swings between Edge and 3G with bars fluctuating. OS wise i prefer WP7.

jessej said:
It is good that the issues are still being brought up in the media but a small specialty news source will not bring enough bad press to get any action from Dell considering how long they have ignored it for. I will probably jump ship to the next T-Mobile compatible hardware from Nokia if it is a high end device from them. A low end set wouldn't be worth the extra investment though. Actually any high end set from the other manufactures would have me interested. Hopefully the next replacement will actually be stable over a 3G connection. I have given up on WiFi stability.
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Even a "low end" Nokia will be better than the Dell. Nokia is known for their solid radios, good cameras and high quality hardware. Lets not forget how the dvp top and bottom halves dont line up exactly. Its this kind of shoddy workmanship using the cheapest chinese labour that will be a distant nightmare with practically any other OEM, but a Nokia, with so much riding on it for them would likely be like paradise compared to the dell.

Dell Customer Support Sucks

I bought my Venue pro last week and got it on Wednesday. On Friday, I saw a deal on Venue Pro's for 3months live time, 3 months of zune pass, and 8000 live points for free when you buy a DVP. I have been trying since that day to get Dell to give me that free package and save me the hassle of having to return and buy the phone again. Finally today I have spent 3 and a half hours on the phone , still on the phone, with Dell Support and their only solution is to return and repurchase. This already seems stupid because it should just be a simple transaction on the computer stating i want to return and use the credit to buy the same phone. I do it all the time at work. However, Dell Support is saying it cant be done and that I have to do it there way which takes 15-30 business days to process the phone after it has been received at which point I may or may not receive the package depending on if its still available. This seems completely retarded to me seeing at 15-30 business days translates to 3-6 weeks by which time I'm pretty sure the deal will be gone.
So, to all the people who have a venue pro which falls under the return policy still I ask that you call Dell demand that you be given this package with out this nonsense that they are saying to go through. The package is definitely worth imo its got a regular value of about $160. By the amount of posts about issues with the DVP I think we deserve this package, all of us not just those within the return policy, for having still bought the DVP or having stuck with it.
Also, any help would be appreciated in regards with who to talk to at dell that you may know or what department may be of better help.
Currently I have been told that my call would always be transferred to Dell Mobility even though they only handle technical issues. I have spoken with the supervisor, Robert, he has told me he will send out emails and see if anybody knows another way to do it. ( Don't know if he will really send out an email though) The number for Mobility support is 1-800-308-3355. You might as well ask for Robert right off the bat since the people who work in that call center continuously defer to him when asked this question. (I know because I was transferred there about 3 times and also transferred to other departments before speak to him myself).
I would suggest expressing how disappointing it is that dell requires that and that you cant believe that somebody would require that much just so you can get a code from a offer which may not even be around anymore because it takes 3-6 weeks to process a phone once they receive it.
Post how it works out for you if you do decide to do this and I will also continually update this.

You are seeing another facet of the atrocious experience of owning the dell venue pro. Do yourself a favour and return it now for a refund, in a few months time far better devices will be available which will allow you to actually enjoy what you've bought. Continuing to give dell sales of this POS is what is giving them the balls to continue to sell faulty devices.

I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App

Kenji117 said:
I actually like the phone a lot just wish somebody besides Dell had made it. It could still be alright if Microsoft takes control and tells Dell to fix this ****.
Sent from my Venue Pro using XDA Windows Phone 7 App
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We've been saying this since December, great phone, piss-poor support! Can you imagine 6 months using a phone that crashes on a whim? Nice as the phone is I regret buying it, more so now that I know Nokia will be making WP7 devices. I could have tolerated the HD7 till their phone was released but I fell for the good looks of the dell. But you know what they say, good looks hides an empty shell!

I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.

rsohne said:
I can not seem to find a single tech person at Dell to reset my contract with AT&T. I urge all of you to not do business with such a crappy company. Spend your hard earned dollars with a company that deserves it. One thing is for sure if the Venue Pro breaks good luck on getting it replaced.
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i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.

I have had 2 replacements so far and been sent a SD card. I was instructed to switch out the sd card even after mentioning that it would void the warranty. I later called back because i was still having issues and was told that it was impossible to switch the sd cards when i told the guy how i did it he was confused and surprised.
Having he call center in India and removing the one in texas was a terrible move by dell. I wouldnt call them technicians they have no idea what they are doing. I have had to spends upwards of an hour to get simple things done; like getting a replacement device. The more times you have to call for a replacement the longer it seems to take for them to process it and it isn't because they are reading the notes from previous calls because I have had to explain my situation several times each time I call.
@bbowman
Your call was something that is easy enough to not have to see and just say w/e here's a new device. I am waiting on a replacement device I ordered 2 weeks ago that is supposedly coming sometime this week. When I called to have changes made to the dispatch the guy said he couldn't make changes or take it down until this week, a bit stupid since I am supposed to get the device this week. I tried telling him that the device will have shipped most likely before I call but he didn't seem to understand. Dell's Mobility Support team doesn't use DVP's and I would go so far as to wager that they haven't even seen one.

I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.

Arcarsenal said:
I agree that Dell's customer support is no good, in specific, their call centers. However, after reaching out on Twitter I have just had two replacement devices sent out for my two DVPs and a direct e-mail address to someone within Dell's social outreach program.
I, like most of you, have been really frustrated with Dell and how it has "launched" the Venue Pro. I think many at Dell are aware of how big of a stinker it is - there was a reason Dell Mobility closed as a business entity and their president quit his job. The DVP is a beautifully designed device with excellent hardware (4 inch AMOLED screen, iphone 4 camera sensor, excellent keyboard) that has been marred by outsourced programming, development, QA and customer support. Anyone who has seen the code of the EM app or had to call for help can testify to this. It's a really sad story and if I was a journalist I'd be trying to write a huge expose on Dell and this super phone that died a slow death at the hands of poor management and outsourcing.
As big of a company as Dell is, there are still support people that want to help you and will do whatever they can to make you happy. In my case it was two brand new retail phones. All you really need to do is be polite and patient with your tweets. Try @DellCares or @AmyatDell as they have both helped me. Don't bother with calling in anymore, we all know that is a waste of time. The future of customer support is one on one interactions through mediums like Twitter and Facebook.
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I did...in march

Bought a second hand DVP and had some screen issues, washed out colors and blacking out, so i figured i'd give customer care a shot. While it was frustrating for many of the reasons the OP has already identified, by then end of the conversation i had a new one being shipped to my house. I was also a little curious when the CSR told me to take out the microsd, but I had him document it in the file that he had told me to do so.
Overall, I wasn't too disappointed with the customer service, but i will hold my tongue until the replacement comes in.
bbowman said:
i just spent 15 minutes on the phone with a Dell Mobility technician who quickly arranged to send me a replacement DVP because some debris/dust got behind the camera lens. no problem at all.
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dell's consumer support does blow.. so don't call them. Make friends with someone in your IT dept and have them call the enterprise level support.

I too had similar experience as OP...
I order and pay $79.99 for my DVP on 6/14, get my DVP on 7/17 (ya, a month later). The day my DVP arrives at my house it goes on sale for .99 cents on the website. So I call Dell and plead my case respectfully for a price match, but no one cared. Finally I asked them point blank "Am I going to have to add another line to my plan, order a new DVP at the same time, then when that phone gets to my house, return my other DVP and cancel that line on my account", the rep actually said yes and that's what I did, still waiting for Dell to confirm to T-Mobile that my phone is returned but either way I am getting my 79.99 back. They did offer me $15 off if I wouldn't return it though, I told them $80 lol he laughed and said no...But I have had some terrible experiences with Dell customer service in the short time I have owned this Dell product and they are the worst, its like sprint was 4 years ago...It doesn't help that I have the hardest time understanding accents, its just dang tough for me, always has been

Got my replacement over-night shipped to Hawaii. Never seen that happen before in my life. Now to see if it works.

And to make things worse they closed the last North American call center, it's all out of india now!