HAND Follow up report (continued)
35. "Blah" Blah. That is the best I can say. If you get one that works, you are lucky. I returned three and finally got one that worked. No wonder Palm would not touch this product. Customer service is a binch of high school kids who are only thinking when they will get their next smoking break.
36. Not a Palm" Not even close to the reliability of a Palm. Handwriting recognition is marginal. The screen touch is not that of a Palm either. Delivery is three days late even if one pays for 24 hour shipping. Support blames this on "Federal Express" and claims it is "out of their control." There is not a 800 number for technical problems. The beaming between units simply does not work like the Real Palms. This is of major importance for a business which shares information. One writer's comment written earlier stands out: "no wonder Palm would not touch this." Agreed!!!!! As a business owner, I cannot rely on this product for myself or my staff. After returning six units, we bought the Palm Vx (n = 6) for the company. Much better, but one we had to pay more for the Real Palm Vx. So much for economies of scale. However, not one problem with all six Palm units and customer support is far superior.
37. Cheaper For a Reason" Good thing it does not cost as much as a Palm! To date I have experienced several system malfunctions and erratic hot-sync operation. Handspring's customer support has been lousy at best. In one instance, the client care representative yelled at me for requesting a refund. he simply did not have the time to process the return merchandise authorization (RMA)and was getting ready to leave work. She requested I call back for another representative. Bottom-line, If you rely on your hand held, I would not recommend this one. Go with a better company.
38. Lousy" I received two Handsprings, none would work with the Sync Cradle and customer support is plain rude! Also, the sereen is not easy to work. I have/had a real Palm (older model) and it is/was much better. Go with the proven manufacturers like Palm and the Windows CE systems. The Handspring is a wannabe loser! They have a lot to learn regarding customer support.
39. Very Erratic" Bought ten for our office. Nine did not work with the sync cradle. One had a cracked screen. When our office manager called for support, she was dropped and given the brush-off. Returned every one of them and bought real Palm Pilots for our employees. You get what you pay for.
40. "Poor Service and Broken Product"I ordered this product from the Handspring Website and expected a Palm-Type quality. What I received was a cheap imitation. Handspring promises a 30 day guarantee, but one has to call tech support first (non-toll free number). The call lasts about 40 minutes and "support" tells one the Hot Sync cradle is bad and they are sending a new one within "one week." I originally paid for overnight shipping and was given the run-around after receiving the original unit in five days. No refund for this due to "issues with Federal Express." They told me the new cradle would arrive within a week due to further problems with Federal Express which is out "of their control." Well, use a different service, guys! Simple business 101!!!! My advice, stick with the big boys as one receives what they pay for. When one attempts to return this product, one receives a lot of grief! If Handspring intends to compete with Palm or the Windows CE systems, they must do a better job with customer service. If you value your money, do not buy this product. Just warning future people who are lured by the inexpensive price of this unit. By the time one augments the unit with add-ons, it is the same price as a better Palm or Windows CE system, anyway. Sorry to burst anyones bubble, but this product and their support need a lot of work.
The comments go on, there are over 2200 user opinions on the truly impressive cnet.com site
To verify if these comments were seen by other users on the Internet, The Truthseeker ventured on to ZDnet and Pcmagazine.
zdnet.com to find:
41. Well the fact that I created a login just to warn people must say something bad. I found this PDA way to fragile and at 85 dollars a pop to replace a glass display was just too much. I replaced it once saying ooops my fault, but when the second one fell from my desk to the carpet and cracked and was told "I am sorry that it broke", but please give us 85 more dollars and we will send you a new one" is not what I call customer sevice. So I am not going to replace it and rank this as a 335 dollar lesson on why this is not a good product. I am glad other lessons in life are cheaper
42. I have had great luck with my Visor, but especially the company. I have dropped my Visor twice and broken the LCD. Each time the company had a new one to me within 48 hrs, and provided shipping of the old machine back to the company.Each time NO CHARGE. I'm staying with these guys
To confirm further TheTruthseeker went to the opinions of purchaser at Amazon.
amazon.com
43. I was very excited about buying the Handspring Visor. However, twenty minutes after I bought it I started having technical difficulties. The screen would lock-up, and flash back and fourth on its own. I have decided to return it and go with the Palm V. Not only did the Handspring Visor dissapoint me, but the tech support line is long distance, and you wait at least five minutes before anyone answers. Also, you have to buy an additional serial port to send information back and fourth from your computer to your Handspring Visor. That costs an additional $30 shipping not included. When you add everything up it is just not a wise investment. I would strongly agree on purchasing the Palm V. A more reputable product is always the best choice.
44. I received my Visor July 19; on August 3, it spontaneously locked itself up and only allowed me to enter punctuation. Handspring tech support and customer support were both prompt in answering (at 6 pm Pacific Time). They are sending me a replacement (free shipping, free return for broken unit) within a week with no hassle. They offered to replace it even though I bought it via Amazon and not their web site.
The thing worked great for the two weeks and certainly was a geek magnet. Like other reviewers' Visors, mine eliminated many post-its and slips of paper and let me carry me address book and calendar; I wish I'd bought one sooner!
I hope that quality control is not an issue for Handspring. If the replacement unit fails, too, I'll be back to knock off a star and probably to look at an overpriced Palm instead.
45. Poor external design overall. The plastic on this model is cheap. The snapon lid is clumsy to open and the whole product pops into two pieces, something which is a poor design. Not worth the bucks if you don't have any use for the module expansion slot.
46. I tried a Visor Deluxe for a couple of days (I am a Palm user) and the quality is definetly lower than the palms, not only you can *FEEL* the difference but it usually crashes... I think the IIIxe is a much BETTER choice. Expansion slot? MP3?, well, I really dont see any future for that extra considering price, battery life, ..purchased the visor deluxe and found it to be a handy tool until one day it dropped lightly on a carpeted floor within its case. This happened about one week after the purchase. The LCD screen shattered rendering it useless. I contacted the company and they warrant all parts EXCEPT the LCD screen for one year. I own many electronic products, which do not break when dropped lightly on the ground. It is for this reason that I cannot recommend the Visor. They need to make a more durable product at the prices they are charging.
47. I purchased this as a graduation gift for my fiancee. While it was great at first, she quickly became disillusioned when she discovered that she could not hot sync it with her computer. She has sent several emails to the tech support as well as many phone calls (which, by the way, are costing us quite a bit in long distance charges). She has an HP computer with an AMD processor that is running Windows 98. According to tech support, the problem is resulting as a combination of the AMD processor, Windows 98, and the USB connection. Any of the solutions that have been offered have not worked. They then said that they did not know what the problem was and that they "would have to get back to her." They called three days later saying that they were "still working on the problem." It has now been several weeks, and there has been no response from the company. She has since purchased a PalmIIIx, and has had no problems with it. I do hope that ours is an isolated incident, however, due to our poor experience with the company, I can not support the purchase of this product. Be especially careful if you are running a computer with an AMD processor as you may experience similar syncing difficulties. Or at the very least, you may want to consider purchasing the optional serial port to remedy any USB syncing problems. I think that the product has good potential, unfortunately, their customer support is lacking, and we have been basically left with a very overpriced rolodex.
Finally TheTruthseeker went to a Palm Specific site to see if the same trend in issues was there.
the-gadgeteer.com
50. Just a note to describe my problems with Handspring service and to inquire if I seem to be the only one.
I bought two Handspring Deluxe, one for me and one as a gift for my boss. After discovering the "possibility" of a Dram Issue. I downloaded and installed their "test" which is really not a dram test at all but rather a serial number check. Both units reported that I should call Handspring's tech support. I called the first time and the operator and was basically told not to worry about it that there would be a software patch that would fix the problem, available in about a month. Available in about a month!!!
I did a little Internet research and discovered that the Palm patch was available for the Palm Vx and a test was ready and available. I downloaded both and tested my new Palm Vx (which I bought after discovering the Handspring Issue). The Palm test was really a Dram test, not a fake sn db check. Thankfully my new Palm passed the test and I didn't need to install the "patch". (I understand that the patch just maps around the problem dram and in effect you lose memory that you paid for in the first place, the reason for buying the Deluxe or the Vx in the first place.)
After the Palm Vx test I called Handspring Support again. This time as the first Handspring tried to minimize the issue. Don't worry about the dram, there will be a software patch available shortly and it will only effect units that are near the 8Mb limit of the chip. This time I could not be put-off. I told the operator that I bought the Handspring in good faith and had the right to expect a defect free product. You admit and your "test" reports the unit is defective. It should not matter to Handspring if I bought the product from Best Products or from you direct on line. The product is defective by your own admission. The operator then offer a replacement but only if I would furnish a Credit card to cover shipping!!!!!!! Wait a minute. I have already bought the product and it is defective. Why should I pay for return shipment?
I hung up and sent an E-mail to Handspring regarding my opinion about their "support". Complaining about the "Offer a replacement only if they bitch policy", ect.
Within 10 minutes I received a reply, evidently from the person that I just talked to over land line that was defensive and not responsive to the customer's point of view.
So, here is my opinion. I know that you cannot pass this along but you should be able to do so.
1. New companies that are trying to break into the competitive PDA market should concentrate of customer service first and foremost.
2. Defective products should be replaced immediately and without question and at no cost, not one cent, both directions. Send a pickup order. "What else can I do for you. We are sorry that you had the problem." Regardless of where the product was purchased.
3. If Handspring cannot resolve the customer service issue Handspring will fail. No one will be willing to tolerate their current policy.
4. Handspring must be able to post an upgrade or software patch, readily available on their site, easy to find within their site and within the time frame of their competition.
51. My "sad" Handspring story
Having first seen Visors about six months ago, I was overjoyed that I could get an 8meg. unit for less than $300. My uncle had a Palm Vx that I had been very impressed with. He could store reams of tech. data on the tiny thing. I was sold and decided as soon as I was able I would buy a Handspring.
1. Shipping delays.
I first encountered this when the Handspring Website went up and I was told shipping on a new unit would take upwards of 10 weeks. No thanks. I have had too many problems with delayed shipping to be comfortable with such a delay. They told me that units would be available in retail outlets "soon" and that I could simply purchace a unit that way.
2. Handspring Purchased, why is it doing that?!?
I have my unit for about two days when I notice it keeps dropping data I enter into it. It freezes up a lot and turns itself off as well. I figure perhaps the batteries shipped with it are a bit faulty. I install new battries and give it another go. No such luck. Upon returning the unit to CompUSA I am told, "Yeah, we've been hearing a lot about that lately." I'm stunned. I have heard/read nothing about this anywhere else. The salesman seems to think it's related to the faulty DRAM issue. I feel undone and leave without another unit.
3. SURPRISE! You've got a new Visor!
A very *good* friend of mine hears of my woe, knows how much I have been wanting a Visor, and decides to get me an early birthday present. *TA-DAA!* A new Deluxe Visor. I am overjoyed, I am thrilled, I am...what's this? Cracks in the case? A screen ever-so-slightly askew as to be *really* annoying? Backlight dosen't work?!? What the heck is going in here? We both go back to Best Buy to see the deal. Eric, the very helpful and informitive man at Best Buy tells us that, "We have had a lot of customers that really just don't like Visors. They keep telling us about harware problems, software problems, and poor customer service. I'll refund you, no problem." Saddened, we buy a few PSX games to drown our sorrows.
MORAL:
While I am willing to accept that I am the target of a poor set of circumstances, I find it very telling that the people who sell the units are finding a lot of flaws with them. I have to remind myself that Visors are a *first generation* device for handspring, while Palm has had a "few" more units under their belt.
I'll wait (at this point) to get the money for a Palm Vx or check out Sony's entry in a month or so.
Buyer Beware
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Well that is all I am going to search for now. TheTruthseeker is compelled by these user testimonials and will continue to raise question to the design and construction strategies being currently employed by Handspring. I hope the two insiders that own half the company’s outstanding stock, taking these user testimonials with the same concern as:
The TruthSeeker
(did anyone make it this far?) |
