Dell Axim X51 Pocket PC

Summary:

When it works, it is a powerhouse packed with features. However, without some tweaking of software, critical functions will not consistently work. Dell Customer support is outsourced and very poor.

Full Review:

I had waited long enough to move forward from my old HP Jornada Pocket PC to a new device. When I finally decided to take the plunge, I scoured the market for the best Pocket PC in terms of memory, speed, programs, and price. The Axim X51v was clearly ahead of the others, and at a price that was no more than that of the other high-end Pocket PCs.

Getting Started:

The X51v comes with the device, cradle (including AC and USB connections), battery (removable, and you can buy a second one for long trips), and various software. It worked fine out of the box (after I charged the battery), and the software loaded smoothly on my computer. The computer and device communicated just fine, and I was ready to go in minutes. However, there are a few things that you have to be aware of: The ActiveSync program (program that lets your Axim and your computer talk and synchronize information) will not work with Windows ME, 98, or similar Windows products prior to Windows XP. If you have an old computer, you'd better check that you have XP. Also, I have heard about people having problems with ActiveSync on computers running Microsoft Outlook and Exchange (I'm not an expert on this, but it seems to be a kind of networked Outlook email/contacts system that many companies use); if you're just using your stand-alone computer at home, you should be fine with this latter thing. Finally, you should follow the directions to the letter. You have to install some things before connecting others, or you can get into trouble. As long as you do this and don't have the problems above, you should have the same good startup experience that I did.

Speed:

Simply put, the Axim is fast. It runs all of my programs quickly. Some people have complained about slowness, but that appears to be a problem when too many programs are running at once. You should be aware that when you "exit" a program by clicking on the "X" in the upper right corner of the screen of the Axim, the program continues to run in the background. You have to go into the "Memory" program and look at "Running Programs" to actually unload the programs. There is another speed problem that seems to have arisen for some people as a result of a flaw in ActiveSync. Read on for a fix for that one….

Screen:

The screen is amazing. It's bright, colorful, and shows details very well. I can show pictures of my family that actually look like my family. It's not quite film quality, but I'm very happy with it.

Wireless Bells and Whistles:

The unit comes with WiFi and Bluetooth built in. Both work beautifully on my unit, but you have to have some degree of sophistication to work through the setup of each. This isn't a problem with the unit, but rather with the various things that you have to do to make sure that you have established communication. If you have a decent background in computers, you'll be fine with a little trial and error. If you're a technophobe, you might get sent into a bit of a panic. For example, hooking up to an "open" WiFi system (no password) is a piece of cake. Turn the Axim on, and it recognizes the system. Tap a button, and you're connected. However, if you have an encrypted (password-protected) WiFi system (as many people do in their homes), you'll have to go through a few screens to set things up. Again, it's not rocket science, but you'll do some work. For Bluetooth, you have to follow some of the directions of the Bluetooth device that you've bought. My Bluetooth keyboard was very straightforward and hooked up with minimal effort. It took me longer to set up my Bluetooth GPS (but it now works fine).

Memory and Expansion:

The Axim comes with 256 MB of memory that you can use for your programs, schedules, documents, and other information that you want to store in the unit. There is 64 MB of memory to actually run the programs that you are working on. This seems to be pretty sufficient, especially considering that there are slots for both CF and SD cards.

The Axim has slots for both Compact Flash (CF) and Secure Digital (SD) cards. You can have a CF and SD card inserted at the same time, which is a very nice feature. What is not-so-nice is that the Axim sometimes loses track of the cards. About a day after I inserted a CF card in my Axim, the Axim acted as if there were no CF card inserted. It did not show up in the File Explorer, and no files (music, pictures) on it would run (for the record, the Axim did not delete any of the files on the card, it just couldn't "see" them). When I rebooted my Axim, it again recognized the CF card, but within a day, the Axim failed to recognize it again. It turns out that this is a major and consistent problem with the Axim and is probably a result of a flaw in the Microsoft ActiveSync program that allows the Axim to talk to your computer. I have now tried FOUR Axim X51v's (see review on Customer Service, below), and ALL had this same problem with not recognizing the CF card after a day. One of the Axim's also failed to recognize the SD slot after a day. This problem may be fixable (read on), but you'll have to do it yourself. Dell gave me no help.

The other type of expansion is by way of Bluetooth. This seems to work fine and allows essentially unlimited expansion opportunities, provided that the accessory has a Bluetooth connection.

Standard Programs:

The Axim comes with Pocket PC versions of the major Microsoft Office programs (Word, Excel, Outlook, PowerPoint), as well as various other support programs for things like power, memory, file management, voice recording, screen control, calculator, clock, etc. It has Internet Explorer, as well as Windows Media Player; both run pretty much like they do on a desktop or laptop computer, with a little less sophistication. You also get a couple of very basic games (e.g., Solitaire). Windows Mobile 5.0 looks and runs a lot like the Windows program on your computer, making you feel like you actually have a full-featured computer in your palm.

Helpful Optional Programs and Accessories:

I have Microsoft Pocket Streets on my Axim, and it runs beautifully and communicates with my GPS without a problem. I got the program as a bundled Microsoft Streets and Trips with GPS unit, and then plugged the GPS unit into a Pharos Bluetooth dock. Some game programs also are nice to have, since the standard games on the Axim are pretty basic. I have Monopoly and Scrabble, and they run without a problem (although they do hog the power). If you have older Windows CE programs, most will not run on the Axim.

I have a RhinoSkin case that fits the Axim like a glove and holds two extra SD cards. Very nice. I also have Dell's Bluetooth keyboard which works fine as well. Don't buy the SD or CF cards directly from Dell – you'll pay a premium. Watch your Sunday ads and buy them from an electronics superstore – you'll pay less for the same thing.

Media:

Windows Media Player will play both audio and video files. It handles audio files in a variety of formats, but video files must be in Windows (.wmv) format. There are a number of programs out there that will convert video files (which are usually in MPEG2 or MPEG4 format) to wmv (for a fee, of course), and it's too bad that the media player can't handle the more standard MPEG files. The sound is pretty primitive on the built-in speaker but is fine with headphones. You will definitely need expansion (CF or SD) cards if you're going to use the Axim to watch video, and you might want a travel charger and/or extra battery too. Remember, though, that the Axim has problems with CF/SD cards….

Presentations:

One of the unique and amazing features of the Axim is that it can send Powerpoint presentations to a projector, through an optional cord. I haven't yet tried this feature, but I'm really hoping that it works, so that I don't have to horse my laptop to every presentation that I give. Again, though, if you plan to use this feature, you'll probably want your CF/SD cards to work.

Dirty Little Secrets:

So what about these problems that I keep alluding to? Here is what is happening to MANY Axim X51v's, including four that I tried: Failing to recognize SD/CF cards after being turned off for a day or two, spontaneously discharging power, spontaneously turning themselves on for no apparent reason, spontaneously heating up, and sometimes locking up with what has been referred to as the "white screen of death." I have personally experienced the first three problems, but not the last two. As far as I know, as of the writing of this review, Dell is not officially acknowledging these problems. However, many Axim owners are talking about them on the Dell AximSite (www.aximsite.com). If you select "Forums" (at the top of the page) and "Axim X50", and then look at the "Stickys", you will see that one of the postings (it's usually at or near the top of the page) deals with all of these issues. That posting saved me. I did what it said, and I have had no problems since (technically, the problem appears to be in the Windows Mobile 5.0 Operating System, specifically, within the ActiveSync Program, but Dell has to take some responsibility, since they put that system on their Axim). As a desperate Axim owner left out in the cold by Dell, I have found the AximSite to be a life-saver.

A related note is that different "firmware" is contained on the different Axims. I'm no computer super-expert, but I think of firmware as the basic settings that run in the background of your little machine. When there are glitches in these settings, your Axim does not run well. The current firmware version (as far as I know) is #6, and if you have an earlier version you can upgrade it to the most recent version. If you have this earlier firmware, you might have other problems. Hopefully AximSite will help you as much as it helped me.

Customer Service/Tech Support:

Let me start with the positives first: Dell offers something called "Advance Exchange." If your Axim fails, they will send you a replacement BEFORE they make you send your Axim to them. This allows you to use your crippled machine until the last minute (which is important if it has your calendar, contacts, etc.), when you can transfer all of the info right away to the replacement Axim that they send you. You then send back your original (broken) Axim, and everyone's happy. Right? Sort of. Read on…..

I emailed Dell for help when my CF cards kept disappearing, and they sent me a new Axim right away through this Advance Exchange program (I hear that after a month, they only send refurbished Axims, but I don't know that for sure). The new Axim came fast and with very little hassle. There was no charge to me for the shipping. So far so good. But then the problems began…When the replacement Axim had the same problem as the original Axim, I emailed tech support, and they took the liberty of sending me ANOTHER Axim (which I had not requested), without actually answering my question about why the CF card wasn't working. I then emailed them back to ask AGAIN for an answer about my CF problem, and (you guessed it), they mailed me ANOTHER Axim (if you're keeping track, that's my fourth Axim). To make a long story short, every Axim (my original one, as well as replacements #1, 2, and 3) had the same problems, and replacement #2 had the added problem of spontaneously discharging the battery. To add insult to injury, every replacement Axim came with a letter saying that I should send the original back to Dell using the enclosed mailing label, but there was no return mailing label in any of the boxes! It took me quite a bit of time getting accurate return mailing labels from Dell (the first one that they gave me was to the wrong address), and they eventually sent me three types of mailing labels for two different shippers. In the end, it took hours to get the return shipping straight. Finally, I was able to send three of the four Axims back to Dell. A few days ago, I got a semi-threatening letter from Dell stating that they did not receive one of the Axims. Fortunately, I had extensive documentation of the delivery, and Dell has now apologized (I'm not sure what they would have done if I didn't have the documentation). However, they have not told me whether they have reactivated my warranty (which they suspended when they couldn't find the "missing" Axim).

One more thing about customer support... Don't expect to get through very easily on Dell's customer support phone lines. Email is faster and easier. However, even when you get through by phone or email, you are connected with someone who is outsourced from a country far away and basically just follows a script. In the unfortunate event that you need some actual technical support, you'll have to either be very patient on the phone and/or be prepared to do a lot of the problem-solving on your own.

Final Impression:

When it works, the Axim X51v is a top-of-the-line unit for a reasonable price. However, there is a systematic error in its operating system that has caused many Axim owners (including myself) to lose power and critical functions. Do not expect much from customer service or tech support, but if you fix it yourself, you might be OK.

In all honesty, it's difficult to give a global rating to this product. It's great in some areas and a major problem in others. I might recommend it to a friend who knows computers well and is aware of the problems with the Axim. However, if you're not comfortable with this, you might want to wait until Dell fixes their problems.