Dell Venue Pro -- Issue Status

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Dell Venue Pro -- Issue Status

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 Update Dec7 9pm: Marked resolved a few top issues, updated bluetooth section, and dell customer service response

  • Top Issue(resolved): Secure WIFI
  • Top Issue(resolved): Engineering Sample Battery
  • Top Issue(resolved): Camera settings (Note: Not the camera quality issues, but they are trying to fix the quality problems)
  • Top Issue(updated): Dell Service Response, added an update that they are doing better
  • Top Issue(updated): Bluetooth, Calling all bluetooth problem users! Dell needs to know Device Type/Make/Model/Problem, and maybe your twitter name. Make a post here or twitter @dellcares

Update Dec4 2am: Corrected some text and added

  • Top Issue(update): Camera Quality, added note about magenta screen
  • Suggestions(update): User changeable microSD card, clarification on how the SD card is used.
  • Notice: @DellCares have been contacting some early adopters for their contact information. I suspect the release date will be on or after(most likely) Dec 9th, meaning it will be after the 30 Day Return policy and they are working something out specifically for early adopters. Always be careful to ensure its actually someone from Dell though before giving your information

Update Nov30 7pm: Added two pending resolutions, and two resolution notes

  • Top Issue(resolved): SIM Card - Fixed in next release
  • Top Issue(resolved): 30 Day Return policy - We dont need to worry
  • Top Issue(update): Secure WIFI resolution note
  • Top Issue(update): Engineering Sample Battery resolution note

Update Nov26 5am: Added three things @Art_Mighty noted, also 1 additional

  • Top Issue(add): 30 Day Return policy
  • Top Issue(update): Bluetooth problems with some devices on original phone
  • Suggestions(add): SD replacement swap/upgrade
  • Suggestions(add): Flip over for speaker phone
  • MSFT(add): Call History

Update Nov24 6pm: @DellCares, says some folks over there have read over this post, and the "mobility specialists" are going to go over it in detail on Monday (after Thanksgiving). So my guess anyone looking for a replacement or to buy the Dell Venue Pro your going to be waiting at least another week or two. I'll update this post though if I get responses from Dell.


 

In an attempt to help dell support out with the Dell Venue Pro, I'm making a list of issues with it and hopefully they can resolve these issues before they "officially" release the phone. It would also be great if dell can give a response to each one of these issues so I can keep this forum post up-to-date. Dell please tweet me any responses or updates you would like to this post @xer21

Top issues (5 1/2 issues remaining, 5 1/2 issues resolved)

  • Dell is not being responsive and seems unaware of issues
    • Recommendation: Keep the community updated, respond to each issue here specifically and try to provide extra timeline information, let us know what you're doing to fix these issues, we will all be happy then.
    • Update: Hey they are doing better!!! I would say about 65% better, still lacking on "details" and what all they are working on in this list. But they have made a strong commitment to replace the original two models.
  • Camera Quality - Camera is almost unusable when not use in optimal lighting and holding the camera very very still.
    • Pictures are often blurry, red, and preview picture on display before you press capture normally looks better than the actual picture.
    • Dec 4th Note: I attemted to use the camera today outside to take a picture of my tree I put Christmas lights on, I kept getting a ton of magenta shaded lines across the screen replacing parts of the preview image. I tried to take the picture to see if the lines showed in the actual picture but they didn't and the entire image was blacked out. I'm thinking this had to do with the sunlight (not direct sun) behind the tree. I had the settings on "Daylight" at the time. I restarted the camera app and I was not able to reproduce at the time
    • Question: What is Dell doing to correct this?
    • Question: Does Dell have a timeline in correcting this issue?
    • Question: Is this a software issue or a hardware issue?
  • Palm Touch - This is a frustrating problem that appears to be specific for the Dell Venue Pro due to the curved screen
    • If you hold the phone in a grip (not a Death Grip) where you finger tips are on the left side of the phone, try clicking the back button or a button on the left side of the screen, your palm barely touches the right edge of screen because of the bevel, causing it to abort what you want to click, and put priority into what your palm is hitting, normally this is the Backspace key on the keyboard, Enter, or Expand of the App bar
    • Sure any user can avoid this issue by not holding the phone in a secure way. If you lay the phone in your hand your palm does not touch the screen. But if your out and about and someone bumps your arm say bye to your phone.
    • Recommendation #1: Add a nnn millisecond delay to the press of the first few pixels on the edge of the screen (maybe 8px). If a click on the other side of the screen occurs in under that time limit, cancel the first palm touch.
    • Recommendation #2: Ignore the first 5pixels on the edge of the screen, No one puts a button on the very edge of the screen anyways (#1 is best option though)
    • Video: Example: In internet explorer, go to hit the back key, app bar expands, try to hit back again, nothing, again again again, nothing.Click here to play this video
    • Question: Will Dell attempt correct this?
    • Question: Does Dell have a timeline in correcting this issue? (Please don't remove the curve though Wink)
  • Head Phone Jack - Its reported some devices shipped the headphone jack does not fit properly
    • Shipped headphones do not work properly when plugged into the Venue Pro (Mine does not have this Issue)
    • This probably causes a problem with the radio reception, since the headphones are the antenna
    • Question: What is Dell doing to correct this?
    • Question: Does Dell have a timeline in correcting this issue?
    • Question: It's being reported new replacement headphones are different, ear bud style instead of in ear. What is going to ship, and why is it being changed?
  • Ear piece Crackle - After having the device for two weeks the ear piece is crackling often.
    • Appears to happen when you speak into the device with speaker phone off
    • Volume is not all the way up
    • Adjusting the volume very low to avoid the problem
  • Replacement Device Bluetooth - After getting a replacement device Bluetooth audio is not working
    • Users reported audio is not working on the replacement device through Bluetooth, but in the engineering sample it works working fine
    • This may be linked to the WIFI working now?
    • Some bluetooth devices have problems with the original phone. (See: Art_Mighty's comment)
    • [Problem Devices]
      • @douglasG: Motorola S805 headset - Looses connection often when changing WP7 screens, gets confused when using for a phone call.
        • A guess on the first part of this maybe its related to CPU thread priority
      • @douglasG: HP Stereo Headset (model ??) - Same as Moto S805
      • @emed795: 2008 Nissan Altima - Hands free profile connects and pairs, but no audio sent or received
      • @art_mighty: BMW Looses connection, even when bluetooth shows "on"
      • Have a problem device? Let me / @dellcares know! @xer21 on twitter or make post here
    • Question: What is Dell doing to correct this?
    • Question: Does Dell have a timeline in correcting this issue?
    • Question: Is this a software issue or a hardware issue?
  • Secure WIFI - Original model's do not connect to Secure WIFI
    • Resolution: Replacement provided at Microsoft Stores include a fix for Secure WIFI (Warning: See SIM ERROR)
    • Resolution Note: This replacement is no longer available at Microsoft Stores
    • Resolution: This has been fixed in the latest version of the phone that is yet to be released
  • Engineering Battery - Original model's had an engineering sample battery
    • Resolution: Microsoft Stores provided a replacement phone with production batteries and included a free 1year Zune Pass! (Warning: See SIM ERROR)
    • Resolution Note: This replacement is no longer available at Microsoft Stores
    • Resolution: This has been fixed in the latest version of the phone that is yet to be release
  • Camera Settings - When changing the settings in the camera they are not saved properly
    • If you change "Scene Mode" from "Off" to "Landscape", take a picture go back in, you can't turn "Scene Mode" back to "Off"
    • If you exit the camera all the settings are reset
    • Question: What is Dell doing to correct this?
    • Question: Does Dell have a timeline in correcting this issue?
    • Resolution: This has been fixed in the latest version of the phone that is yet to be release
  • Replacement Device SIM Card - It appears everyone who has received a replacement device from the original engineering model the SIM card eventually.
    • The SIM seems to fail and you can no longer make phone calls
    • The SIM card works in other phones just not the Dell Venue Pro
    • People are going back to the Microsoft Store to replace the replacement with the original engineering model that has the Secure WIFI issue.
    • Question: What is Dell doing to correct this?
    • Question: Does Dell have a timeline in correcting this issue?
    • Question: Is this a software issue or a hardware issue?
    • Resolution: This has been fixed in the latest version of the phone that has yet to be released, it was a software based issue from Dell
  • 30 Day Return Policy - The 30 day mark is coming up quick... this is also for Microsoft
    • Whats going to happen if a good replacement device is not provided by Dec 8th?
    • If there is something wrong with the hardware on the next replacement device what's going to happen if we need a 3rd replacement?
    • Resolution: Lionel Menchaca sent a note saying if Dell can't meet our expectations and the replacement window passes 30 days he will ensure we can get a return after the 30 day mark.

Suggestions for the phone (9)

  • Proximity Sensor - A tad too insensitive
    • This appears to be a problem not only for Dell Venue Pro but HTC HD7, but I know dell can fix this.
    • When on the phone, it appears the Proximity sensor maybe too insensitive because when you're on the phone with it up to your ear somehow you can accidently click "add call" and "hold".
    • Suggestion: Increase the range of the sensor
  • LED as Flashlight- Sure it uses battery, but so does a regular flashlight
    • We don't have the ability in the App Hub to create an app that uses the LED camera flash as a Flashlight, HTC has a flashlight app on theirs Huh?
    • Suggestion: Make application for Dell venue pro to use LED as flashlight, and provide a flashing(strobe) option in case of emergency
  • Longer USB Cable - Shortest cellphone charging cable ever?
    • The previous cellphone I had has a different USB connector that is 68" long perfect size
    • HTC HD7 has a 49" cable
    • Venue Pro has a 40" cable
    • Suggestion: Give us something between 50-70", I would rather pay an extra dollar or whatever it would cost dell to add this, then be expected to buy a new cable that costs about $20.
  • User changeable microSD Card - Original devices came with only 8gb
    • 8gb is almost useless, I barely put any music on there and I don't have much space remaining
    • We understand that Microsoft useslocks the microSD card to Raid 0 the OSusing built in "Secure"Digital card features (see http://www.engadget.com/2010/11/17/windows-phone-7s-microsd-mess-the-full-story-and-how-nokia-ca/ and http://www.sdcard.org/developers/tech/), however it's my understanding that if you buy the correct microSD card, even a 32gb one, you can put it in and RESET your phone which causes the OS to be reset and re-stripped over the new microSD card... this should be an upgrade option to the user INSTEAD of having to buy a new phone because we got short changed on a 8gb model.
    • Suggestion #1: Dell should support a user changeable microSD card if the end user follows Dell specific instructions provided by Dell and uses an approved microSD card. The end user is responsible for any lost data they did not backup before the update. Maybe work something out with Microsoft Stores where they can do the procedure for the end user for a $5-10 charge if you don't like the end user doing it.
    • Suggestion #2: Dell should provide a SECOND microSD slot that is user replicable, if they do not want to support the first suggestion.
  • 3 Hardware Buttons - Would be great if these were on as long as the screen is on
    • In the dark its impossible to see the 3 buttons after the background light turns off on them, even though the screen is still on
    • Maybe make an option to turn this extension on or off
  • Volume button feedback - When on a call there is no feedback when pressing the volume
    • Suggestion: There should be 4 different audio sounds played when using the volume controls in a call.
      • Sound for max volume reached
      • Sound for increased volume
      • Sound for decreased volume
      • Sound for no volume (this happened to me a couple times when on the phone adjusting from the crackling I accidently turned the volume ALL the way down and I was like hello? hello? hung up called the person back still didn't hear anything, duh, volume is all the way off!)
  • Camera Preview w/LED - It may be wise to have an option to turn the LED on during auto focus so you can see how your pictures going to turn out when the flash fires
  • SD Replacement Swap/Upgrade - Customers who received the 8gb model when they pick up their replacement they should have a option to swap for a 16gb or 32gb device
  • Flip Over for Speaker - HTC Phones have this, when you flip the phone over so its laying on its front, it automatically switches the phone to speaker phone. Picking it up, it automatically turns off.

I don't think Dell has control over these next issues but I find these following usability problems when using the device, these are not show stoppers though like the top issues.

Microsoft Issues (5)

  • Silent Mode - When vibrate is turned on for a form of ringing, you can't turn the phone on silent when using the volume down, it goes from Ring + Vibrate to Vibrate.
    • Suggestion: Before or after Vibrate the Silent option should be provided.
  • Video Transfer - When recording a video with the camera it appears the ONLY way to get the video off your phone besides deleting it is to sync with the Zune Software so then you can email or do whatever with the video. You can't email it from the phone
    • Suggestion: Provide the ability to EMAIL the video, via attachment in the email interface, or an email button in the App Bar
    • Suggestion: Provide MMS attachment ability like Image attachment.
  • Sync - When using the Marketplace, if you try and download the Harvest game, (since we don't have working secure wifi) it says to connect the device to the PC to download the game. However when you connect to the computer it does not seem to do anything besides sync with the Zune Software, and you can no longer use Marketplace, Netflix etc when the phone is plugged into the PC.
    • Suggestion: Allow the user to STOP Sync or exist Syncing on the device so you can use the PC to charge the device, and also use the internet on the PC to download the specified game or for relay of Netflix movies
  • 30 Day Return Policy - The 30 day mark is coming up quick... (See post under top issues)
  • Call history - Calling someone back or Identifying which number called isn't the greatest. When missing a call, if you goto the call log it shows the name of the contact and the word version of the number that called.
    • Some folks may not notice that you can click the phone icon to do a call back (understandable, because it looks like a list item)
    • Recommendation #1: Identify the last 4 digits of the number along with the "Mobile" or "Work" number.
    • Recommendation #2: Identify the last call when you click the contact's info, using a highlight color, or some identifier to show this was the last time this number called and maybe say "6minutes ago" would be nice.

 Hey I even got some for T-Mobile! LOL...

T-Mobile Issues (3)

  • Family Room App - Nice start on this app, I actually came up with a similar idea years back for something like this
    • Why does the Family Room Calendar not insert an entry into the phone's calendar even though it appears to use the same type of fields. It should be able to sync with the phones calendar, I'm not going to keep going in your app for the upcoming calendar events.
    • Make a Live Title to show unread board posts, and unviewed pictures
    • Allow delete of board posts
  • Netflix/Slacker Radio - Uh... stop making duplicate versions of these types of apps with the T-Mobile name on them? Please specify the difference between YOUR "T-Mobile Netflix" and Netflix's "Netflix" what do you do throttle the available bandwidth so the quality is lower?
  • Tethering - Please don't charge for tethering when it comes to WP7, it was free with WM 6.5 saved my ___ a few times when on the road for the laptop, and when Speakeasy was doing Chicago maintance from 1am - 5am and I need to help a client via RDP from my PC. Your already charging $30 a month for data, then $10 for messaging, then ... you get my point, I use it maybe 3-4 times a year only.

 

Fellow Dell Venue Pro Users, do you have anything to add or see something I'm wrong on here?
Please let me know, and anything you would like added I can review and update the post.

All Replies
  • Is it safe to say that these updates are the reason why the ship dates have been pushed back to the end of December now?

  • I hope these are the only reasons. But I suspect also the reason for the delay on them sending the hardware is that end users cant easily update the firmware on the phones, or else they could have been shipping units and telling people to apply update. Because I already have a dell venue pro, but why do I technically need a replacement if its only updated firmware. I'm guessing there is some more to the story, but It's cool with me because the more things they check off this list the better the phone is. I just wish they would be a little bit more transparent.

  • I think I need to retract my positive report regarding DVP bluetooth with Microsoft SYNC.  I had nothing but trouble today with it failing to automatically reconnect each time I reentered the vehicle.

     

    @DouglasG

  • Hi.

     

    Can we add the question about availability in europe. I know January seems the date for UK, but for others countries ? (france for example)

    I'd like to know if I can wait or give up and try export (or other brand)

     

    Thanks.

  • @xer21

    I have the same question as to why new devices need to be shipped out rather than a patch if that truly is the case. It could be a matter of timing (i.e. takes too long to create & qa the patch, publish it, etc...) or due to the changes in MS' update model, although I'd think at some low level they could still provide a FW update capability. My suspicions (admittedly FUD) are that it's not just a software problem...doesn't exactly make sense to me. And what happens when updates occur in the future - do people need to go buy, or have shipped to them, a new phone? Kind of a bad policy...

  • Is this the reason behind the manufacturing delays that Customer service reports as the reason why new Venue pro orders have not yet shipped ?

     

  • @


    I'd agree it is fishy that it was reported, "Neither a hardware nor a WP7 problem,"  intially.

    To be honest that may very well be the case, the only line left is the phone drivers and software, which may not as easily be patchable manually as WP7 which can update itself generically to all phones being based on the same OS across multiple phones. They might prefer to deal with their phones personal files themselves.

    If that is the case will the drivers prove to interfere with any future WP7 updates and features?


    That's assuming we were told the truth, even if it was a misquote the real shame of it all is misquotes is all we're really told...doesn't speak nearly as much about us and our interpretation as it does the company.

  • So what is the the deal for those of us who are awaiting units? Deal with it or just cancel the order? 

  • Can't cancel, most units are labeled, "In Production" and with that status according to the FAQ you must await delivery then ship it back for your refund, too late to cancel.

     

    Meaning they make sure they make the sale despite what you think about it and hope that when it finally gets there you keep it, which admittedly I probably will but it'll be the last time.  I guess we check in the morning, see if anyone got there's so we know exactly what we're dealing with.

  • I'm sure you can probably cancel it since it has not shipped, if you complain enough. Honestly for those who do not want to play this waiting game with dell, I would tweet to @dellcares that they have XXXXX amount of time to provide you with the actual ship date, or for them to please cancel your order if your not willing to wait.

    I see that probably as the only way to get through to them, because seeing as they allowed people to preorder with a false hope ship date, they planned this internally just to get the orders. But I think they can see them cancelled just as quickly as they were made.

  • Venue Pro UPDATE 12-14-10:

    Hi Folks,

    I just wanted to share the latest 'unofficial' information that I have. As you know, we’ve had several issues reported with this product. Right now, Dell is trying to coordinate a plan with Microsoft to address these issues for the early adopters. From what I understand, it may require another hardware swap.  Further, the Venue Pros are being reworked in the factories to address some of the issues and we are awaiting these changes so the product can ship. This is affecting new orders as well. 

    Once we have good stock in place, then we have the ability to provide replacements. Unfortunately, I can’t give you a good estimate of when that will be. The news I hear changes daily and I hate to give you information that won’t be true tomorrow. For example, yesterday we heard that those folks with existing orders would be receiving a call from our cancel/re-enter team because there were going to be additional delays. However, today, we are hearing that some of these orders will be shipping this week. I couldn't tell you which ones.

    These delays are affecting both Microsoft early adopters and those of you with new orders. While I agree that this was not the best mobile device launch, I hope you take comfort in the fact that there is a good reason for the delays - fixing issues.

    Having said all that, I want to let you know that if you are an early adopter (purchased from MS store), we continue to push for a solution whether that comes from Microsoft or Dell.  If you are waiting on a new order and it misses the original estimated ship date, you do have the option to cancel by contacting the sales team.

    Again, I'll post more information as it becomes available.

    Thank you,

    Amy

     

  • The

    DELL-Amy B

    Venue Pro UPDATE 12-14-10:

    Hi Folks,

    I just wanted to share the latest 'unofficial' information that I have. As you know, we’ve had several issues reported with this product. Right now, Dell is trying to coordinate a plan with Microsoft to address these issues for the early adopters. From what I understand, it may require another hardware swap.  Further, the Venue Pros are being reworked in the factories to address some of the issues and we are awaiting these changes so the product can ship. This is affecting new orders as well. 

    Once we have good stock in place, then we have the ability to provide replacements. Unfortunately, I can’t give you a good estimate of when that will be. The news I hear changes daily and I hate to give you information that won’t be true tomorrow. For example, yesterday we heard that those folks with existing orders would be receiving a call from our cancel/re-enter team because there were going to be additional delays. However, today, we are hearing that some of these orders will be shipping this week. I couldn't tell you which ones.

    These delays are affecting both Microsoft early adopters and those of you with new orders. While I agree that this was not the best mobile device launch, I hope you take comfort in the fact that there is a good reason for the delays - fixing issues.

    Having said all that, I want to let you know that if you are an early adopter (purchased from MS store), we continue to push for a solution whether that comes from Microsoft or Dell.  If you are waiting on a new order and it misses the original estimated ship date, you do have the option to cancel by contacting the sales team.

    Again, I'll post more information as it becomes available.

    Thank you,

    Amy

     

    The problem I have is that Dell waited to tell me this until the day I was supposed to have my order.  Dell has not offered the customer anything to rectify the situation.  No coupons, discounts upgrades to the 16 gig units.  Basically we are told deal with it or cancel.  Normally I would just cancel but I already returned my HD7, my wife is now locked into her 2 year contract and the only phone I want from T-Mobile is delayed a month.  So now I am without a phone, I obviously need a new phone but I keep asking myself if I want to commit to a company who services their customers in this way.  

  • Also I will tell you what make this even worst, calling to cancel or calling in for any reason is one of the most horrible processes I have ever dealt with.  Your agents are rude, hard to understand and daft.  I was on the phone with a rep last night asked for a sup and she said she was going to get me to the order cancellation dept.  I told her no I want a sup, she talked over me and said she was going to get me to the order cancellation department yet again and just transfered me.  

    You guys used to have a dell support center in my area, I had many friends that worked there.  You shut it down for this?

     

    Bring back some U.S. support and good service.

  • From Amy's description of whats been going on over there (thanks by the way!)... It sounds as if they were producing all the units for replacements and new orders, and it was probably going to be on time... however seems as if they found that problems still existed or new problems cropped up with the latest hardware revision.

    If this is true, I think dell is going to great lengths to provide us with a high quality product, because just think about how much money it must have cost them so far to produce these units, then distory and make new units while at the same time updating the software revisions.

    If this were all software, we would have gotten the replacements already, but everything points to software & hardware... and I'm gaining faith in dell shipping the final product... and if not this time, next time ;o)

  • Its about time that any kind of info trickled out of Dell regarding this.  The sad thing is this information could have been shared last week, since discovering, or identifying necessary changes to factory lines is not a last minute discovery.  These things occur as production is ramped up so with an 8 day build time, this discovery should have happened at the latest 6 days ago and information should have been disseminated 5 days ago.

    While I applaud fixing issues as a valid reason to delay a launch, waiting until orders are supposed to be arriving is not the proper time to state that issues are still being fixed and nothing has been sent to production yet.  This information is not a Trade Secret.  Dell offered a device for sale, treated it like it was going to ship in a respectable time frame, all the while knowing that these fixes and factory issues were going to push the date well beyond what they were advertising.  Honesty and TRUTH in advertising is not something to be taken lightly.  Many more people, including myself, would have been willing to order on 12/1 even if the expected ship date was 1/6/11 IF WE WERE TOLD UPFRONT!  As it is Dell has essentially lied once already, I don't know if I can trust that they won't lie again about this new date if one is even offered up...eventually.

    Another Venue Pro order lost.