Comments on: Could Tech Support Undo Palm? http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/ Turning Data into Knowledge Fri, 10 Feb 2012 02:12:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Palm responds, Part 2 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-27542 Palm responds, Part 2 Tue, 29 Jul 2008 13:39:08 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-27542 [...] Customer Relations Worldwide at Palm Computing. This discussion was held over email as a result of a recent issue I had with the Palm call center. Part 1 of the discussion looked at Palm’s call centers. In this second part, we look at the [...] […] Customer Relations Worldwide at Palm Computing. This discussion was held over email as a result of a recent issue I had with the Palm call center. Part 1 of the discussion looked at Palm’s call centers. In this second part, we look at the […]

]]> By: Palm responds, Part 1 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-27541 Palm responds, Part 1 Tue, 29 Jul 2008 13:38:43 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-27541 [...] responds, Part 1 January 12, 2008Readers of this blog have recently heard about my amusing experience with the tech support at Palm, where I was told by an offshore tech support lady that she was the CEO of Palm. Before posting the [...] […] responds, Part 1 January 12, 2008Readers of this blog have recently heard about my amusing experience with the tech support at Palm, where I was told by an offshore tech support lady that she was the CEO of Palm. Before posting the […]

]]> By: Allen http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-26910 Allen Mon, 28 Apr 2008 20:58:47 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-26910 I don’t think I’m ready to abandon Palm altogether just yet; I’ve been using various devices for several years, and until recently, never had any major problems. I’ve gotten so used to the interface and the functions. I’ve mostly used my Palm devices for phone numbers, calendars, to-do lists, games, and such, but only for personal, not business, use. Not only that, I’m not ready to upgrade to a smartphone, even though they’re so prevalent these days. Anyway, here’s my Palm story: I bought a TX last July (actually exchanged it at Staples under the extended warranty I had purchased), so it was – and still is – under the Palm one-year warranty. In March, I started having problems with the digitizer and the stylus not responding; and finally it quit altogether, so the stylus did nothing, but all the buttons worked. I called Palm CS and arranged to send the device in for repair. I wasn’t charged for the call since it was for a repair, and of course the warranty was still valid, so I only had to pay for shipping (thank goodness the TX is light!). After being without the TX for more than two weeks, I finally got it back, and was so relieved when I turned it on and the stylus worked again! I knew they had only repaired the device and not sent a “reconditioned” one, because the Palm logo above the screen at the top of the case on the one I had sent was slightly rubbed off, and the one I got back was the same. The device worked perfectly for two days; then I was using it like normal one day, turned it off, set it down, picked it back up a few minutes later, pushed the power button – and nothing. It wouldn’t turn on. None of the buttons worked, no reset worked, nothing. The computer wouldn’t recognize it, so a HotSync wasn’t possible either (well, since it wouldn’t turn on, that wasn’t likely anyway). I know the handheld had been fully charged before I had turned it off the last time, so that wasn’t the problem. It was just dead. I called Palm AGAIN to arrange to send the TX back – AGAIN. This time the turnaround was much shorter, about a week, so that led me to believe that I had been sent a reconditioned device this time (and the logo was intact). Everything worked fine on this most recent one for a week. In the meantime, my main computer went down (I’m using my laptop to get online), so I couldn’t HotSync the TX (but all the data files are still intact on the hard drive). I manually typed in a few things on the handheld just so I could still use it until I got my computer working. But a week after I got the second TX from Palm, I was holding it in my hand, looking at the screen, reading something, and it turned off. I thought it was the auto-shutoff setting, so I pushed the power button – and NOTHING HAPPENED. AGAIN. This was the SECOND handheld that had been “repaired” and sent back to me, only to die for no reason (it was almost fully charged). I began to suspect that they had “fixed” the one I had just sent, opened the casing of the one they were getting ready to send back to me, and put the inner workings of the “fixed” one in, making me think it was a “reconditioned” unit. That was Friday evening, so I figured I wouldn’t be able to call them until today (Monday), which I did this afternoon. I got disconnected twice before finally getting through to someone; and after explaining the situation to “Jesse” (funny how these technicians in the Middle East, where they outsource the jobs to, have such American-sounding names), I said I wanted to speak to a supervisor: I felt that after 2 devices died, I was entitled to some kind of satisfaction, possibly even an Advanced Exchange without having to pay for it (it’s normally $40). After I had given “Jesse” the serial number, he claimed that the 90-day warranty on the device had expired because it had been purchased at Overstock.com!! But that was the 2nd handheld that PALM had sent me. “Jesse” had read the wrong serial number; he realized his mistake and rescinded that claim. (By the way: I’m purposely using the quotes when referring to “Jesse” after reading some of the stories on here, especially the one about “Jose” and him not existing. My wife said that they’re probably made-up names anyway.) I did explain everything to him, and I asked more than once to speak to a supervisor, or someone that could help me. But “Jesse” said that he could not let me speak to a supervisor until we found out what the problem was and went through the troubleshooting steps. I told him that I knew what the problem was, and we couldn’t troubleshoot because THE THING WOULD NOT TURN ON!! My wife finally took the phone to speak to this guy. She’s a redhead of Irish descent: when she gets going, you do not want to get in her way. But “Jesse” was as obstinate with her as he was with me. In fact, he was rude to her and repeatedly cut her off. (Her thoughts on that are that Middle Eastern men don’t think of women as their equal, so he felt insulted that a woman was speaking to him the way she was. Well, too damn bad.) He told her to plug the TX into the AC adapter and reset it; we tried, it did nothing. He said to plug the TX into the HotSync cable and plug that into the computer and try the reset again; and again, nothing. She asked him more than once to speak to a supervisor, and he refused to do so with her also. He also said that before anything else could be done, he had to go through all the troubleshooting steps to try and determine the problem, AND document everything, even if we had already done everything he told us to do (which I had, several times). Finally, after going back and forth with “Jesse” (sound familiar?), as well as me getting back on the phone and trying to talk to him, he relented and told my wife that he was going to transfer her to a “Tech 2”. He put her on hold for a few minutes, and I took the phone; but then “Jesse” came back on the phone and said that HE had spoken to the “Tech 2”. But he didn’t transfer us to anyone else! Once my wife found that out, she took the phone again and asked him why he didn’t transfer us. He claimed that he had never told her he would do so. (Hm; someone at Palm CS lying to a customer? Imagine that!) The last thing he would tell us, after continuing to refuse to transfer us to anyone else, was to leave the handheld plugged into the USB port for two hours (“trickle charge” – been there, done that), try the reset every half hour, and CALL CUSTOMER SERVICE BACK! (Do I need to even tell you if leaving it plugged into the computer worked?) But he also said that when we called back, we would be transferred directly to a supervisor. My wife confirmed this with him several times to make sure that she understood him, and that it would happen that way. By this time it was clear that there was nothing else to discuss, so my wife hung up and we waited. One small bright spot in all this that my wife told me about after she hung up: “Jesse” did tell her – if she understood correctly – that once I called back and spoke to someone, I would probably be given the Advance Exchange at no charge. But of course that remains to be seen. In the meantime, I did some searching and found this site, and reading the stories here and other places started to worry me about calling back. But call back I did after 2 hours; and after getting disconnected AGAIN, I finally reached “Goldwyn” (you gotta be kidding me!). I briefly explained what “Jesse” had told me, including talking to a supervisor; so “Goldwyn” put me on hold to “pull up my record” and see what it said. When he came back, he said that my case had to be forwarded to another call center, but that another “Tech 2” would look at my case and would call me back “in about an hour or in about a day”. Way to narrow it down. Someone finally did call back today, and as I suspected, an Advance Exchange with no cost to me (even return shipping) was authorized. I should get a new TX in “2 to 3 business days”, and it will include a pre-paid return box; so all I’ll have to do is send the dead one back. A bonus with that is that I’ll know they didn’t try to dupe me by just switching outer cases. So, even though my experience with “Jesse” was pretty horrible, it looks like things will work out to my advantage – provided, of course, that they actually send the unit when they say they will! I don’t think I’m ready to abandon Palm altogether just yet; I’ve been using various devices for several years, and until recently, never had any major problems. I’ve gotten so used to the interface and the functions. I’ve mostly used my Palm devices for phone numbers, calendars, to-do lists, games, and such, but only for personal, not business, use. Not only that, I’m not ready to upgrade to a smartphone, even though they’re so prevalent these days.

Anyway, here’s my Palm story:

I bought a TX last July (actually exchanged it at Staples under the extended warranty I had purchased), so it was – and still is – under the Palm one-year warranty. In March, I started having problems with the digitizer and the stylus not responding; and finally it quit altogether, so the stylus did nothing, but all the buttons worked. I called Palm CS and arranged to send the device in for repair. I wasn’t charged for the call since it was for a repair, and of course the warranty was still valid, so I only had to pay for shipping (thank goodness the TX is light!).

After being without the TX for more than two weeks, I finally got it back, and was so relieved when I turned it on and the stylus worked again! I knew they had only repaired the device and not sent a “reconditioned” one, because the Palm logo above the screen at the top of the case on the one I had sent was slightly rubbed off, and the one I got back was the same.

The device worked perfectly for two days; then I was using it like normal one day, turned it off, set it down, picked it back up a few minutes later, pushed the power button – and nothing. It wouldn’t turn on. None of the buttons worked, no reset worked, nothing. The computer wouldn’t recognize it, so a HotSync wasn’t possible either (well, since it wouldn’t turn on, that wasn’t likely anyway). I know the handheld had been fully charged before I had turned it off the last time, so that wasn’t the problem. It was just dead.

I called Palm AGAIN to arrange to send the TX back – AGAIN. This time the turnaround was much shorter, about a week, so that led me to believe that I had been sent a reconditioned device this time (and the logo was intact). Everything worked fine on this most recent one for a week. In the meantime, my main computer went down (I’m using my laptop to get online), so I couldn’t HotSync the TX (but all the data files are still intact on the hard drive). I manually typed in a few things on the handheld just so I could still use it until I got my computer working.

But a week after I got the second TX from Palm, I was holding it in my hand, looking at the screen, reading something, and it turned off. I thought it was the auto-shutoff setting, so I pushed the power button – and NOTHING HAPPENED. AGAIN. This was the SECOND handheld that had been “repaired” and sent back to me, only to die for no reason (it was almost fully charged). I began to suspect that they had “fixed” the one I had just sent, opened the casing of the one they were getting ready to send back to me, and put the inner workings of the “fixed” one in, making me think it was a “reconditioned” unit.

That was Friday evening, so I figured I wouldn’t be able to call them until today (Monday), which I did this afternoon. I got disconnected twice before finally getting through to someone; and after explaining the situation to “Jesse” (funny how these technicians in the Middle East, where they outsource the jobs to, have such American-sounding names), I said I wanted to speak to a supervisor: I felt that after 2 devices died, I was entitled to some kind of satisfaction, possibly even an Advanced Exchange without having to pay for it (it’s normally $40). After I had given “Jesse” the serial number, he claimed that the 90-day warranty on the device had expired because it had been purchased at Overstock.com!! But that was the 2nd handheld that PALM had sent me. “Jesse” had read the wrong serial number; he realized his mistake and rescinded that claim.

(By the way: I’m purposely using the quotes when referring to “Jesse” after reading some of the stories on here, especially the one about “Jose” and him not existing. My wife said that they’re probably made-up names anyway.)

I did explain everything to him, and I asked more than once to speak to a supervisor, or someone that could help me. But “Jesse” said that he could not let me speak to a supervisor until we found out what the problem was and went through the troubleshooting steps. I told him that I knew what the problem was, and we couldn’t troubleshoot because THE THING WOULD NOT TURN ON!!

My wife finally took the phone to speak to this guy. She’s a redhead of Irish descent: when she gets going, you do not want to get in her way. But “Jesse” was as obstinate with her as he was with me. In fact, he was rude to her and repeatedly cut her off. (Her thoughts on that are that Middle Eastern men don’t think of women as their equal, so he felt insulted that a woman was speaking to him the way she was. Well, too damn bad.)

He told her to plug the TX into the AC adapter and reset it; we tried, it did nothing. He said to plug the TX into the HotSync cable and plug that into the computer and try the reset again; and again, nothing. She asked him more than once to speak to a supervisor, and he refused to do so with her also. He also said that before anything else could be done, he had to go through all the troubleshooting steps to try and determine the problem, AND document everything, even if we had already done everything he told us to do (which I had, several times).

Finally, after going back and forth with “Jesse” (sound familiar?), as well as me getting back on the phone and trying to talk to him, he relented and told my wife that he was going to transfer her to a “Tech 2”. He put her on hold for a few minutes, and I took the phone; but then “Jesse” came back on the phone and said that HE had spoken to the “Tech 2”. But he didn’t transfer us to anyone else! Once my wife found that out, she took the phone again and asked him why he didn’t transfer us. He claimed that he had never told her he would do so. (Hm; someone at Palm CS lying to a customer? Imagine that!)

The last thing he would tell us, after continuing to refuse to transfer us to anyone else, was to leave the handheld plugged into the USB port for two hours (“trickle charge” – been there, done that), try the reset every half hour, and CALL CUSTOMER SERVICE BACK! (Do I need to even tell you if leaving it plugged into the computer worked?) But he also said that when we called back, we would be transferred directly to a supervisor. My wife confirmed this with him several times to make sure that she understood him, and that it would happen that way. By this time it was clear that there was nothing else to discuss, so my wife hung up and we waited. One small bright spot in all this that my wife told me about after she hung up: “Jesse” did tell her – if she understood correctly – that once I called back and spoke to someone, I would probably be given the Advance Exchange at no charge. But of course that remains to be seen.

In the meantime, I did some searching and found this site, and reading the stories here and other places started to worry me about calling back. But call back I did after 2 hours; and after getting disconnected AGAIN, I finally reached “Goldwyn” (you gotta be kidding me!). I briefly explained what “Jesse” had told me, including talking to a supervisor; so “Goldwyn” put me on hold to “pull up my record” and see what it said. When he came back, he said that my case had to be forwarded to another call center, but that another “Tech 2” would look at my case and would call me back “in about an hour or in about a day”. Way to narrow it down.

Someone finally did call back today, and as I suspected, an Advance Exchange with no cost to me (even return shipping) was authorized. I should get a new TX in “2 to 3 business days”, and it will include a pre-paid return box; so all I’ll have to do is send the dead one back. A bonus with that is that I’ll know they didn’t try to dupe me by just switching outer cases.

So, even though my experience with “Jesse” was pretty horrible, it looks like things will work out to my advantage – provided, of course, that they actually send the unit when they say they will!

]]> By: » Palm Customer care - brutal edition -> TamsPalm - the Palm OS Blog http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-26906 » Palm Customer care - brutal edition -> TamsPalm - the Palm OS Blog Mon, 21 Apr 2008 15:11:03 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-26906 [...] on over to tnl.com for the full scoop…hope this helps all those of you frustrated with Palm’s Customer [...] […] on over to tnl.com for the full scoop…hope this helps all those of you frustrated with Palm’s Customer […]

]]> By: Adambomb13 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24832 Adambomb13 Thu, 03 Jan 2008 23:33:26 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24832 Can anyone show/tell me a phone like the Treo 700P that can do the ALL of following: 1) Personal Information Manager (PIM) as good as Agendus Pro (its really awesome I use it at work EVERYDAY) 2) A personal alarm clock 6 different alarms like Butler 3) Take crappy video & pictures LOL but its still a feature 4) Run a GPS program like TomTom 5 5) Play avi videos of real movies (Kinoma 4.4) 6) Record phone calls as good as (mVoice 5.5) 7) Control your PC's at home like Palm VNC (which blows peoples minds) 8) Be used as a modem with PdaNet (running on EDVO speeds), it worked great playing WoW on my laptop tethered to my Treo 700P 9) MS Office compatiability with using of QuickOffice 10) Able to watch my DirecTV using slingplayer (Palm) 11) Ok email programs like Agendus/SnapperMail If you can tell me one phone that has all of the above flexiability I'm interested. Palm tech support does stink, and if I had your experience I would drop them too, but for me there is NO phone that I'm aware of that does ALL 11 above points. Can anyone show/tell me a phone like the Treo 700P that can do the ALL of following:
1) Personal Information Manager (PIM) as good as Agendus Pro (its really awesome I use it at work EVERYDAY)
2) A personal alarm clock 6 different alarms like Butler
3) Take crappy video & pictures LOL but its still a feature
4) Run a GPS program like TomTom 5
5) Play avi videos of real movies (Kinoma 4.4)
6) Record phone calls as good as (mVoice 5.5)
7) Control your PC’s at home like Palm VNC (which blows peoples minds)
8) Be used as a modem with PdaNet (running on EDVO speeds), it worked great playing WoW on my laptop tethered to my Treo 700P
9) MS Office compatiability with using of QuickOffice
10) Able to watch my DirecTV using slingplayer (Palm)
11) Ok email programs like Agendus/SnapperMail

If you can tell me one phone that has all of the above flexiability I’m interested.

Palm tech support does stink, and if I had your experience I would drop them too, but for me there is NO phone that I’m aware of that does ALL 11 above points.

]]> By: Christoph http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24831 Christoph Wed, 02 Jan 2008 20:20:53 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24831 If you use a BB you will either need an external hosting server for you emails (which, in Germany, you can buy for 20 € per month) or a BB Server Software installed in your office. The latter never worked for me. My iphone, on the other hand connects to our Exchange Server via imap seamlessly. If you use a BB you will either need an external hosting server for you emails (which, in Germany, you can buy for 20 € per month) or a BB Server Software installed in your office. The latter never worked for me. My iphone, on the other hand connects to our Exchange Server via imap seamlessly.

]]> By: Dave http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24830 Dave Wed, 02 Jan 2008 19:39:31 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24830 Sounds like you and the tech support team really struck wrong notes together. Based on the time of year, you both may have been predisposed to be fractious. That aside, I don't believe support agents should ever degrade their communications to the level of interaction you received. It's unprofessional. I assume Palm will respond to you in a fair way and with due apologies. It sucks that they don't seem to link their sales and support record systems together properly. Might be a good idea... Personally, I rarely contact support if I can help it. Online sources are best but I'll only call if I'm forced to. I could tell you horror stories about my DSL provider's service incompetence - great data speed but ludicrous billing and tech support. Regarding the other comments about Palm quality, you can't get the functionality of a Treo on iPhone. I love the iPhone speed, OS and visual sensibility. I'm not crazy about iPhones form factor or the annoying way some of its functions work. You can't get text into iPhone in an efficient way. So I feel happy to call the emperor's new clothes on Iphone, iteration 1. Apple is not stupid - they know this stuff. They'll either ignore the smartphone market in favor of consumer high revenue yield phones or they'll come after both feature and smartphones with a vengeance. Sounds like you and the tech support team really struck wrong notes together. Based on the time of year, you both may have been predisposed to be fractious.

That aside, I don’t believe support agents should ever degrade their communications to the level of interaction you received. It’s unprofessional. I assume Palm will respond to you in a fair way and with due apologies.

It sucks that they don’t seem to link their sales and support record systems together properly. Might be a good idea…

Personally, I rarely contact support if I can help it. Online sources are best but I’ll only call if I’m forced to. I could tell you horror stories about my DSL provider’s service incompetence — great data speed but ludicrous billing and tech support.

Regarding the other comments about Palm quality, you can’t get the functionality of a Treo on iPhone. I love the iPhone speed, OS and visual sensibility. I’m not crazy about iPhones form factor or the annoying way some of its functions work. You can’t get text into iPhone in an efficient way. So I feel happy to call the emperor’s new clothes on Iphone, iteration 1. Apple is not stupid — they know this stuff. They’ll either ignore the smartphone market in favor of consumer high revenue yield phones or they’ll come after both feature and smartphones with a vengeance.

]]> By: BenR http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24829 BenR Wed, 02 Jan 2008 13:26:53 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24829 I've just ditched my WM5 HTC Hermes, truly a horrible phone: slow, unreliable and fiddly. Currently using an SE P1i, nice form factor but the UI is very slow and buggy. I'll probably join the iPhone hordes when my current contract runs out, in the meantime I'll probably buy a Nokia 6120c I’ve just ditched my WM5 HTC Hermes, truly a horrible phone: slow, unreliable and fiddly. Currently using an SE P1i, nice form factor but the UI is very slow and buggy.

I’ll probably join the iPhone hordes when my current contract runs out, in the meantime I’ll probably buy a Nokia 6120c

]]> By: kostia http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24828 kostia Wed, 02 Jan 2008 05:14:52 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24828 >Currently the EVDO, phone as modem and all my Palm software is the only thing holding me to this phone. Exactly! There are Palm OS programs I *need* (granted, some of them are games, but I don't apologize for that; entertainment is a real function). And since I started working full-time remotely, being able to use the phone as a high-speed Bluetooth modem ("tethering") gives me nothing less than free vacation days to travel. As a Mac user, I want an iPhone or an iPod touch--badly--but I'm not ready to replace my Treo 700p with anything else. >Currently the EVDO, phone as modem and all my Palm software is the only thing holding me to this phone.

Exactly! There are Palm OS programs I *need* (granted, some of them are games, but I don’t apologize for that; entertainment is a real function). And since I started working full-time remotely, being able to use the phone as a high-speed Bluetooth modem (“tethering”) gives me nothing less than free vacation days to travel.

As a Mac user, I want an iPhone or an iPod touch–badly–but I’m not ready to replace my Treo 700p with anything else.

]]> By: DWM http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24827 DWM Tue, 01 Jan 2008 20:26:18 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24827 AB what you should have done was sue Verizon in small claims court if you had any issues with them that cost you to be out of any money. Heck if you have been harmed monetarily go for it!! I did and received a lot of money to settle. My investment about $50.00 it was well worth it. You can use this website to find their registered agent...http://www.sunbiz.org/ which is the entity that's actually sued. All the standard disclaimers apply. I'm not an attorney, but I'm a consumer that knows my rights in the state I live in and how to wield them like a club when I need to. I've whacked a few of the big names around and I'm proud of it. Maybe I need to go to law school. :-) The problem with American's is we've let these corporate entities take advantage of us for to long. A lot is all pro- them and not us, but if enough people would stop spending money or boycott companies maybe they would straighten up!! hahaha who am I kidding there are to many Sheepeople out there to matter. http://www.sheepeople.org I'm not fond of AT&T either look back at 2006 and 2007 and see what they've been involved in. Things they've done, etc. browse thru http://www.arstechnica.com and see what I mean. AB what you should have done was sue Verizon in small claims court if you had any issues with them that cost you to be out of any money. Heck if you have been harmed monetarily go for it!! I did and received a lot of money to settle. My investment about $50.00 it was well worth it. You can use this website to find their registered agent…http://www.sunbiz.org/ which is the entity that’s actually sued.

All the standard disclaimers apply. I’m not an attorney, but I’m a consumer that knows my rights in the state I live in and how to wield them like a club when I need to. I’ve whacked a few of the big names around and I’m proud of it. Maybe I need to go to law school. :-)

The problem with American’s is we’ve let these corporate entities take advantage of us for to long. A lot is all pro– them and not us, but if enough people would stop spending money or boycott companies maybe they would straighten up!! hahaha who am I kidding there are to many Sheepeople out there to matter. http://www.sheepeople.org

I’m not fond of AT&T either look back at 2006 and 2007 and see what they’ve been involved in. Things they’ve done, etc. browse thru http://www.arstechnica.com and see what I mean.

]]> By: AB http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24826 AB Tue, 01 Jan 2008 19:33:15 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24826 I've been using Treo's for the last couple years, and palms for a decade. I had the 650 when it came out and then a 700p until just this week. As of two days ago we've switched to iPhones because 1) the tech support is now a revenue generating department for Palm & 2) Both Palm & Verizon's customer support has been completely compromised by some seriously rude, demeaning, and completely useless reps. I honestly can't tell if customer support has ever been good, but both companies have basically turned support into a battle. I dreaded having to call with a problem, like my 700p's microphone didn't work. I used the earpiece for a couple days because I was too busy and couldn't spend the time or energy to deal with Verizon and Palm. And when I finally did, after hours of calling one to be told to call the other, I too had the 'option' of spending $400 to replace my new phone with a 90-day refurb. Simply because I did not purchase the phone at an 'offical' Verizon store, or from Palm directly. Instead, I purchased it from a store with a huge Verizon banner and the phone was brand new in a shrinkwrapped box, but sorry- They weren't an 'offical' verizon store. Calling Palm was talking to a brick wall. And the prick on the phone at Verizon actually was like "What, you can't afford $400?" and even said he/Verizon couldn't care less if I canceled because they get $175 per phone "to offset the cost of dealing with customers like you". I spoke to them a couple days ago before switching, about my contact, and found they've been charging me $20 a month for a service I've told them to cancel 3 TIMES. So honestly, it wouldn't matter if Palm came out with a ground breaking device and verizon's wireless network was upgraded to gigabit wireless. They've lost our business and more importantly the influence on other people's purchases. I was skeptical of the iPhone, but they actually forced me into purchasing it. And now, after using it and seeing it does meet my needs, I can't see ever going back. I’ve been using Treo’s for the last couple years, and palms for a decade. I had the 650 when it came out and then a 700p until just this week. As of two days ago we’ve switched to iPhones because 1) the tech support is now a revenue generating department for Palm & 2) Both Palm & Verizon’s customer support has been completely compromised by some seriously rude, demeaning, and completely useless reps. I honestly can’t tell if customer support has ever been good, but both companies have basically turned support into a battle. I dreaded having to call with a problem, like my 700p’s microphone didn’t work. I used the earpiece for a couple days because I was too busy and couldn’t spend the time or energy to deal with Verizon and Palm. And when I finally did, after hours of calling one to be told to call the other, I too had the ‘option’ of spending $400 to replace my new phone with a 90-day refurb. Simply because I did not purchase the phone at an ‘offical’ Verizon store, or from Palm directly. Instead, I purchased it from a store with a huge Verizon banner and the phone was brand new in a shrinkwrapped box, but sorry– They weren’t an ‘offical’ verizon store. Calling Palm was talking to a brick wall. And the prick on the phone at Verizon actually was like “What, you can’t afford $400?” and even said he/Verizon couldn’t care less if I canceled because they get $175 per phone “to offset the cost of dealing with customers like you”.

I spoke to them a couple days ago before switching, about my contact, and found they’ve been charging me $20 a month for a service I’ve told them to cancel 3 TIMES. So honestly, it wouldn’t matter if Palm came out with a ground breaking device and verizon’s wireless network was upgraded to gigabit wireless. They’ve lost our business and more importantly the influence on other people’s purchases. I was skeptical of the iPhone, but they actually forced me into purchasing it. And now, after using it and seeing it does meet my needs, I can’t see ever going back.

]]> By: BevHoward http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24825 BevHoward Tue, 01 Jan 2008 16:55:39 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24825 >> Recording the call << At the beginning of virtually every call to any tech support site, a recorded message is played for the caller which normally states; "...this call may be recorded for quality assurance purposes..." They have granted explicit permission for anyone to record the call! Beverly Howard » Recording the call «

At the beginning of virtually every call to any tech support site, a recorded message is played for the caller which normally states;

“…this call may be recorded for quality assurance purposes…”

They have granted explicit permission for anyone to record the call!

Beverly Howard

]]> By: NuShrike http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24824 NuShrike Tue, 01 Jan 2008 12:33:12 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24824 I went from a Palm III, to Sony 610C, to NR70v to NX80. Then to the T|X because I thought I lost the NX80. The only things PalmOS really still has nailed down well is PIM functionality. Anything else, and I've moved on to the HTC Kaiser (aka Tilt) since nobody took the NX80 to the logical unparalleled conclusion of today's Japanese phones. You can sync very well with the Mac using Missing Sync with WinMobile. The Kaiser gives me GPS functionality and Garmin to use when I travel in Japan, compatibility with today's phone networks (read 3G) all over the world (on Softbank right now), Metro but no Tealphone, free software for QR code support and almost as rich a software library as PalmOS, data and Bluetooth stability the T|X never had, and instant drop-in programmability with Visual Studio. You still get the Gmail, Gmaps and whatever else Google puts out; IM through various options, remote desktop, and synchronization with Outlook -- although none with work because they only support Blackberry and I'm not paying extra for BB Connect. I still miss the snappy PalmOS UI though since there's quite some sluggishness to go around typical of Windows. However, only a handful of hangs/freezes/reboots on the other hand and at least I'm not trapped on the Titanic. Also, HTC is currently very active in making great enhancements to the dull wince. I went from a Palm III, to Sony 610C, to NR70v to NX80. Then to the T|X because I thought I lost the NX80. The only things PalmOS really still has nailed down well is PIM functionality. Anything else, and I’ve moved on to the HTC Kaiser (aka Tilt) since nobody took the NX80 to the logical unparalleled conclusion of today’s Japanese phones.

You can sync very well with the Mac using Missing Sync with WinMobile.

The Kaiser gives me GPS functionality and Garmin to use when I travel in Japan, compatibility with today’s phone networks (read 3G) all over the world (on Softbank right now), Metro but no Tealphone, free software for QR code support and almost as rich a software library as PalmOS, data and Bluetooth stability the T|X never had, and instant drop-in programmability with Visual Studio.

You still get the Gmail, Gmaps and whatever else Google puts out; IM through various options, remote desktop, and synchronization with Outlook — although none with work because they only support Blackberry and I’m not paying extra for BB Connect.

I still miss the snappy PalmOS UI though since there’s quite some sluggishness to go around typical of Windows. However, only a handful of hangs/freezes/reboots on the other hand and at least I’m not trapped on the Titanic. Also, HTC is currently very active in making great enhancements to the dull wince.

]]> By: Terence P http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24822 Terence P Mon, 31 Dec 2007 23:52:58 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24822 I had a problem a few years ago with a Treo 650 and dealt with overseas/outsourced tech support who were neither helpful or kind. I was blamed for installing 3rd party apps as the reason for the intermittent crashing (which we all know was a huge issue for Treos) and told my warranty can be voided for having those apps, which I know is not true. A letter to the Better Business Bureau got a Palm representative with some authority calling me to apologize and offered to send me a brand new 650 with a fresh 1-year warranty. I sold the 650 and got a BB 8700g and have loved it because it works overseas, works with Gmail and Gmaps, can do AOL IM, and a host of other things in a relatively simple manner. Best of all, it's a fraction of the Treo's weight and has crashed less than five times in the past two years. I had a problem a few years ago with a Treo 650 and dealt with overseas/outsourced tech support who were neither helpful or kind. I was blamed for installing 3rd party apps as the reason for the intermittent crashing (which we all know was a huge issue for Treos) and told my warranty can be voided for having those apps, which I know is not true. A letter to the Better Business Bureau got a Palm representative with some authority calling me to apologize and offered to send me a brand new 650 with a fresh 1-year warranty. I sold the 650 and got a BB 8700g and have loved it because it works overseas, works with Gmail and Gmaps, can do AOL IM, and a host of other things in a relatively simple manner. Best of all, it’s a fraction of the Treo’s weight and has crashed less than five times in the past two years.

]]> By: Tristan Louis http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24821 Tristan Louis Mon, 31 Dec 2007 20:43:56 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24821 @HTC and win mobile users: well, one of my primary requirements is synching with a mac so win mobile is pretty much out (plus, I'm not wild about the winmobile interface. I know it's come a long way since Windows CE (and incidentally, owned one of the first windows CE device when they were first released at Comdex) but it still not doing it for me). So, after much though, I'm taking the plunge on the iphone. It has two major downsides: 1. no tech support as I will be unlocking it to run on non-AT&T networks (and yes, that's networks plural as I use T-mobile in the US but pick up local SIMs when I travel overseas) 2. no keyboard, which is the biggest drawback, in my view, but most of the iphone users I know don't seem to worry too much about it so I'm taking the plunge. @HTC and win mobile users: well, one of my primary requirements is synching with a mac so win mobile is pretty much out (plus, I’m not wild about the winmobile interface. I know it’s come a long way since Windows CE (and incidentally, owned one of the first windows CE device when they were first released at Comdex) but it still not doing it for me).

So, after much though, I’m taking the plunge on the iphone. It has two major downsides:
1. no tech support as I will be unlocking it to run on non-AT&T networks (and yes, that’s networks plural as I use T-mobile in the US but pick up local SIMs when I travel overseas)
2. no keyboard, which is the biggest drawback, in my view, but most of the iphone users I know don’t seem to worry too much about it so I’m taking the plunge.

]]> By: Tristan Louis http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24820 Tristan Louis Mon, 31 Dec 2007 20:34:11 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24820 @Stephen: I used to be like you but the Treo 680 has been more problem ridden for me than any other devices. Like you, it was a replacement for a Treo 600, which was a replacement for a Treo 80, which was a replacement for a handspring and phone module, which was a replacement for a Palm Vx, which was a replacement for a Palm V, which was a replacement for... well you get the idea. However, a couple of things initially rankled me in terms of the Treo 680. The new phone interface (which they have since smartly abandoned for a return to the Treo 600/650 phone interface) was a disaster in terms of usability. There also seem to be more reset problems than with any other Treo I have used and this was my 4th replacement unit due to blown speaker (that is, 4th Treo 680 replacement unit, which is a record considering how long the device has been out). With all that, I still stayed loyal but this call was the straw that broke the camel's back on my end. @Stephen: I used to be like you but the Treo 680 has been more problem ridden for me than any other devices. Like you, it was a replacement for a Treo 600, which was a replacement for a Treo 80, which was a replacement for a handspring and phone module, which was a replacement for a Palm Vx, which was a replacement for a Palm V, which was a replacement for… well you get the idea. However, a couple of things initially rankled me in terms of the Treo 680. The new phone interface (which they have since smartly abandoned for a return to the Treo 600/650 phone interface) was a disaster in terms of usability. There also seem to be more reset problems than with any other Treo I have used and this was my 4th replacement unit due to blown speaker (that is, 4th Treo 680 replacement unit, which is a record considering how long the device has been out). With all that, I still stayed loyal but this call was the straw that broke the camel’s back on my end.

]]> By: Todd http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24819 Todd Mon, 31 Dec 2007 20:22:46 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24819 This was funny, and would be even funnier if it weren't true... Palm can't afford bad customer service - especially a bad customer service story that makes it's rounds on the 'Net. I have a Treo 700p and I am happy with Verizon, but as soon as the iPhone supports 3G, I'm switching. This was funny, and would be even funnier if it weren’t true… Palm can’t afford bad customer service — especially a bad customer service story that makes it’s rounds on the ‘Net.

I have a Treo 700p and I am happy with Verizon, but as soon as the iPhone supports 3G, I’m switching.

]]> By: Lou http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24818 Lou Mon, 31 Dec 2007 16:22:31 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24818 I've had two Treos and a few WinMobile phones. While your Treo might occasionally frustrate you; any WinMobile phone you'll use will infuriate you. I bought a Blackberry 8830 last summer, not wishing to be an AT&T customer. The email is great, and the phone works, like all the time. Never hung, never froze. But the browser is weak and, as noted elsewhere, HTML email is usually unreadable. After years of being a loyal and happy Verizon customer, I bought an iPhone. The next day, I bought one for my wife. Is it perfect? No. For my needs, running a small business, semi-heavy email, heavy phone usage (3000+ minutes a month, it's my only business phone) it works great. AT&T's customer service has been responsive (unlike my last experience several years ago). I'm trusting Apple to continue to improve the email app; which is, for me, the biggest weakness on this phone. Palm is out of business and doesn't know it yet. For my needs, the BB was a state of the art email device, period. I think you'll be happy with your iPhone. I’ve had two Treos and a few WinMobile phones. While your Treo might occasionally frustrate you; any WinMobile phone you’ll use will infuriate you. I bought a Blackberry 8830 last summer, not wishing to be an AT&T customer. The email is great, and the phone works, like all the time. Never hung, never froze. But the browser is weak and, as noted elsewhere, HTML email is usually unreadable. After years of being a loyal and happy Verizon customer, I bought an iPhone. The next day, I bought one for my wife. Is it perfect? No. For my needs, running a small business, semi-heavy email, heavy phone usage (3000+ minutes a month, it’s my only business phone) it works great. AT&T’s customer service has been responsive (unlike my last experience several years ago). I’m trusting Apple to continue to improve the email app; which is, for me, the biggest weakness on this phone.
Palm is out of business and doesn’t know it yet. For my needs, the BB was a state of the art email device, period. I think you’ll be happy with your iPhone.

]]> By: DWM http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24817 DWM Mon, 31 Dec 2007 14:29:49 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24817 I recently had problems when my first Treo 700p was damaged by last summers firmware update. It was replaced by another 700p that subsequently had problems. I know have a 755p after speaking directly with Palm's legal department. This version of the Palm is ok and minor improvement over the 700p, but it still projects sounds from it's speaker even when the device is on vibrate. The sounds are like touch tone sounds you used to hear on TV wherein someone was sending a burst of coding commands to some device. Anyhow Customer Service was no help until I got a hold of the legal department which put me into the corporate support queue. Palm appears to have outsourced it's help for the "peasants" to India. I was assisted by people in the US - Florida in fact and subsequently got the replacement phone, etc. Later I found out that my old 700p the second one was having syncing problems as well. Outside of the noise issue the 755p is ok now. I loved Palm, but I don't any longer after my recent tech support experience. I'm waiting and watching the iPhone. If a dev kit comes out and the phone goes to 3g w/ modem support. I'm history!! Currently the EVDO, phone as modem and all my Palm software is the only thing holding me to this phone. Might be time to sell all that stuff. I recently had problems when my first Treo 700p was damaged by last summers firmware update.
It was replaced by another 700p that subsequently had problems. I know have a 755p after speaking directly with Palm’s legal department. This version of the Palm is ok and minor improvement over the 700p, but it still projects sounds from it’s speaker even when the device is on vibrate. The sounds are like touch tone sounds you used to hear on TV wherein someone was sending a burst of coding commands to some device. Anyhow Customer Service was no help until I got a hold of the legal department which put me into the corporate support queue. Palm appears to have outsourced it’s help for the “peasants” to India. I was assisted by people in the US — Florida in fact and subsequently got the replacement phone, etc. Later I found out that my old 700p the second one was having syncing problems as well. Outside of the noise issue the 755p is ok now.

I loved Palm, but I don’t any longer after my recent tech support experience. I’m waiting and watching the iPhone. If a dev kit comes out and the phone goes to 3g w/ modem support. I’m history!!

Currently the EVDO, phone as modem and all my Palm software is the only thing holding me to this phone.
Might be time to sell all that stuff.

]]> By: Stephen Fleming http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/comment-page-1/#comment-24816 Stephen Fleming Mon, 31 Dec 2007 13:20:52 +0000 http://www.tnl.net/blog/2007/12/27/could-tech-support-undo-palm/#comment-24816 As a first-ninety-days Mac user (meaning I bought my first Mac in April 1984, and have been a certified Apple fanboy ever since), I astonished my friends and co-workers last month by replacing my aging Treo 600... with a Treo 680. Yes, I've played with an iPhone. Heck, I *own* an iPod Touch, which is the "iPhone without the phone." I've played with a Blackberry Curve and a Nokia E61i, and an HTC with a slideout keyboard (don't remember the model number). And, even with Palm's criminal mismanagement and stupidity, I still bought another Palm. Eric, above, gave some of the best reasons. (He missed Mobipocket, which I use daily.) I couldn't find anything else that had the right balance of features of the Palm. Yeah, it's thick as a brick, but I really don't care. (I even made it thicker by buying the Seidio battery.) I'd really like to think that the iPhone 2.0 will solve all my issues and let me switch. But the lack of a keyboard is painful for me on my iPod Touch. Yes, it does a decent job of guessing *words*, but not email addresses or URLs. And the two-handed nature of the iPhone doesn't work for me... I do a lot of texting when walking or driving. (OK, let's be accurate: while sitting behind the wheel of a car sitting perfectly still in Atlanta traffic. I think that's acceptable to the safety-conscious.) But, Lord, I would like to be in charge of Palm about three years ago. Could have gone through the competition with fire and sword... As a first-ninety-days Mac user (meaning I bought my first Mac in April 1984, and have been a certified Apple fanboy ever since), I astonished my friends and co-workers last month by replacing my aging Treo 600… with a Treo 680.

Yes, I’ve played with an iPhone. Heck, I *own* an iPod Touch, which is the “iPhone without the phone.” I’ve played with a Blackberry Curve and a Nokia E61i, and an HTC with a slideout keyboard (don’t remember the model number). And, even with Palm’s criminal mismanagement and stupidity, I still bought another Palm.

Eric, above, gave some of the best reasons. (He missed Mobipocket, which I use daily.) I couldn’t find anything else that had the right balance of features of the Palm. Yeah, it’s thick as a brick, but I really don’t care. (I even made it thicker by buying the Seidio battery.)

I’d really like to think that the iPhone 2.0 will solve all my issues and let me switch. But the lack of a keyboard is painful for me on my iPod Touch. Yes, it does a decent job of guessing *words*, but not email addresses or URLs. And the two-handed nature of the iPhone doesn’t work for me… I do a lot of texting when walking or driving. (OK, let’s be accurate: while sitting behind the wheel of a car sitting perfectly still in Atlanta traffic. I think that’s acceptable to the safety-conscious.)

But, Lord, I would like to be in charge of Palm about three years ago. Could have gone through the competition with fire and sword…

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