Comments on: Palm responds, Part 2 http://www.tnl.net/blog/2008/01/12/palm-responds-part-2/ Turning Data into Knowledge Fri, 10 Feb 2012 02:12:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Bobo http://www.tnl.net/blog/2008/01/12/palm-responds-part-2/comment-page-1/#comment-24838 Bobo Tue, 15 Jan 2008 22:45:48 +0000 http://www.tnl.net/blog/2008/01/12/palm-responds-part-2/#comment-24838 I worked there for a number of years (not in support). I could tell you stories. John Moses wasn't there when I was so I don't know him but most of his responses are corporate-speak white washing as I'm sure you're aware. Truth is, Palm has had huge support issues over the past few years including constant changes at the head of the organization and changing outsourcing providers. Generally, the outsource providers are very weak as Palm can't provide enough scale/volume to get the best people nor hire local people to provide high quality. Its actually a difficult problem but larger companies just throw resources at it Palm doesn't have. Palm's support group (mainly admin and level 3) is incredibly small in size (I'd guess less then 30). Also, Palm's support suffered because some of the Treos (forget exactly which model/carrier) had huge quality issues where upwards of 1/3rd of them were being returned. Cingular actually named the initial launch of the Treo 650 as the worst support/return rating of all time. That's one reason that Setup Help # was implemented because a lot were "no trouble found" devices where the user just couldn't understand it (mostly people upgrading from stick phones to smart phones). <strong>Editor's note: Name and email have been redacted but I have independent confirmation that this comment is truly from someone who used to work at Palm.</strong> I worked there for a number of years (not in support). I could tell you stories. John Moses wasn’t there when I was so I don’t know him but most of his responses are corporate-speak white washing as I’m sure you’re aware. Truth is, Palm has had huge support issues over the past few years including constant changes at the head of the organization and changing outsourcing providers. Generally, the outsource providers are very weak as Palm can’t provide enough scale/volume to get the best people nor hire local people to provide high quality. Its actually a difficult problem but larger companies just throw resources at it Palm doesn’t have. Palm’s support group (mainly admin and level 3) is incredibly small in size (I’d guess less then 30).

Also, Palm’s support suffered because some of the Treos (forget exactly which model/carrier) had huge quality issues where upwards of 1/3rd of them were being returned. Cingular actually named the initial launch of the Treo 650 as the worst support/return rating of all time. That’s one reason that Setup Help # was implemented because a lot were “no trouble found” devices where the user just couldn’t understand it (mostly people upgrading from stick phones to smart phones).

Editor’s note: Name and email have been redacted but I have independent confirmation that this comment is truly from someone who used to work at Palm.

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