HAND Follow-up: Does Handspring have design and quality control issues with Visors?
TheTruthseeker read in the Handspring (HAND) SEC filings that their units are built by contract manufacturing. This forces the question: How well made are HAND’s purchased units. Palm has built its reputation on simple, easy to use, and rugged products. The consumer marketplace is a tough customer in general, but especially so for a product that is toted around all day, and contains critical information.
Does Handspring’s design as assembled by their contract manufacturers meet marketplace standards, and more critically consumer’s expectations? Are the concern noted by some, isolated or systemic ?
The TruthSeeker is a big fan of quality. Both W. Edwards Deming and Tom Peters revolutionized the manufacturing capabilities of US companies in the 80’s. The current economic conditions and worker productivity can easily be attributed to ISO standards, the methods of Statistical Process Control, and ultimate the never-ending quest for QUALITY, that those two men popularized and taught. Does Handspring?
To find out, the TruthSeeker accessed the Internets best sites of Gadget information. Here are the market leading Internet electronics sites, which The TruthSeeker views as “the best on the Web” ----CNET cnet.com an incredibly good site.
computers.cnet.com
To get the most valuable information, The TruthSeeker tapped into the best resources within them, the consumer’s own views.
Here is what consumers says on CNET on the Newest HAND offerings the faster processor Visor Platinum, and the Color Visor Prism the units that shipped recently. (please note: I am collecting the feedback on the quality, to be sure, there are also posts from users who like the product, however, it’s the quality that is being examined, the realistic consumer impression is that it works fine and is sturdy, no comments convey that)
1. "Piece of crap!!!"
This is by far the biggest piece of crap color handheld I have ever seen! It looks and feels like a cheap toy, and the color display is awful, only 160x160 pixels. You can see each pixel lit up. This thing is a $450 retina killer! The body is too thick to even fit comfortably in my shirt pocket. I was hoping that Handspring would develop a Pocket PC killer. "Prism,...your no iPAQ!"
2. "I sent mine back, this thing is GameBoy"
I received my Visor Prism on Thursday of last week, and can't express enough how disappointed I was to merely hold the thing in my hand. It was so cheap feeling, and I just couldn't get over how little attention was payed to detail in it's flimsy construction. By contrast, and Palm V or an IPaq or a Jornada are so much more... The screen color is astoundingly nice, but it was very difficult on my eyes after a while. Also, with only 6 hours of use to a charge and no way to change batteries, the unit has limited travel potential for me. The whole purpose was to be able to do additional things like playing games, or reading books etc... But Handspring decided against a replaceable battery. Well, I packed my unit back up and will include a note about how disappointed I am in the build quality and lack of thought that went into this. Handspring rushed to meet the Christmas rush, and as a result has produced an inferior and cheaply manufactured device.
1. "Big disappointment!"
2. Just got to hold a Prism for the first time. What a let down! The screen is just as bad as the Palm IIIc...very pixelated, my head still hurts! And what is with the screen flicker? It looks like an old monitor on its last leg. No built in MP3 player? The modules cost nearly $300. Why would I spend over $800 for a Prism+Mp3 mods? I was holding out for the Prism, but now I'm going with an iPAQ.
3. "More cheap plastic garbage" Give it a faster processor, paint it silver and up the price? Thanks, but no thanks. When is HandSpring going to release a product that has the design and appeal of a Palm V or perhaps a Jornada? Doesn't anyone care about industrial design anymore? Ok, so it has to be slightly bigger and more expensive. I'll pay it! Lot's of people will! This injection molded cheap feeling plastic garbage is the pits. The first "Platinum" painted visor I saw had a screen that would push inward when pressure from the stylus is applied. It felt cheap, and totally unworthy of being a desirable and useful everyday tool.
4. "Fast, but so cheap feeling"
5. It's fast, no doubt. But it's a shame that Handspring didn't spend some time on the design. The unit feels like it wouldn't last a week, and more importantly, I think people like to "feel" something of quality in their hands for 300 bucks. The Platinum (and the Prism) both seem like they lack forethougt towards quality and design. It makes on wonder who at Handspring cares about such things.
6. "crappy construction" Screen gives every time you touch it. What's up with that?
7. "Cheap! Cheap! Cheap!" What can I say? It's painted plastic! It feels like a toy in your hands. I'm afraid to even touch it, the paint could start chipping off. Forget this POS. Spend the extra money and get a Palm Vx, or spend $50 less and get a Visor Deluxe.
8. "Proven platform, terrible support" It performs well. It should since it is virtually a palm pilot. Overall it is good and I do recommend it. I have had a problem with it requiring frequent 'soft-resets' but that is about it. As far as support goes, I wonder if Handspring is still in business. I cannot get through to a person on any of their phone lines and three email attempts have been ignored. Product=Good Support=Just awful.
And on the older products the Visor and Visor Deluxe
9. "You get what you pay for" Yes, it is reasonably priced but the hardware itself seems to be made of low quality parts. The plastic is cheap and flimsy, and the stylus pen that comes with it feels like a plastic toothpick.
10. "not for me" No way would I keep something that looked like hell after one week of use. The screen was all scratched up and the thing just feels like a a little toy. I returned my visor and got a Palm IIIxe. So far I am happy with the quality and the extra memory.
11. "The stylus scratches your screen!!!" OK, the software is good, the features are good and the price is good. But why the heck does the stylus scratch the screen!! My fathers palm pilot never had a scratch on it. Why did the visor!. I have been to many visor message boards and heard the same problem. Don't buy the visor!! It really makes me angry beacuse a better stylus or screen would cost a buck all together!!. Also there have been many reports of the visors screen cracking!!.
12. "Three little things..." When I was looking at PDA's, I knew I wanted something that was Palm-based, so it either meant one of two options: get a Palm, or a Handspring. I felt like the Visor Deluxe was the best deal for the money, and I'm happy with it. I'm a writer for a Wall Street-based financial webiste, and I hot sync it with both my work computer. I recommend it, but want to remind people of a few things 1) If you plan on syncing it at work, and you use Windows 2000 or NT, get a cradle with a serial port. The USB cradle WILL NOT WORK with those two OS, so you'll have to spend an extra $20. 2) The extra memory, for me, was worth getting the Visor instead of a Palm. The downside is that it's roughly the size of a Palm III. If you're really concerned about being cutting-edge and having the smallest Palm OS PDA possible, get one of the newer Palms. 3) If you get a Visor, buy a better stylus (the pen thing that comes with it). The stylus that comes with Handsprings is light, and scratched the hell out of my screen in the first month. Trust me.
13. "iMAC user's BEWARE"If you're looking for a "PALM" type device that can EASILY link with an iMAC... KEEP LOOKING... I've had a Psion 3a for about six years ( a great product ). But, now that I needed my handheld and iMAC to communicate I decided to do some research. I had read articles about Handspring and after being told of the simplicity with which it and my iMAC could communicate I was sold. Well, after 5 weeks of use, NUMEROUS resets, and too many toll calls ( they have NO 800 number for tech support and, worse, a lack of knowledgable technicians), I've decided to send it back. I chose the VISOR deluxe primarily because it was to be so compatible with the iMAC and a "sinch" to synch the two. But, the software caused numerous conficts and never worked right. And, not only did I have to pay for the time I spent on the phone, but even after several unsuccessful attempts on their part to help, they never CAlLED ME back... as they promised. So, maybe next time I'll buy something with a track record. Sincerely,_________
14. "I want my money back" I can not get my money back;this thing does not work and they have no customer support to help with problems. "no customer support" I have waited now for over thirty miutes on long distance for someone to help me with my hot-syncbutton which does not work.This company has no company support
15. "THE ABSOLUTE WORST CUSTOMER SERVICE EVER!" I ordered the Visor way back on 11/2/99 - as of 1/21/00 I am still waiting for it to arrive. I started calling them after six weeks, which was 12/16. Since then, I have spent approximately 15 hours on hold, I have been cut off twice after someone finally answered, I have talked to no less than 6 represenatives, and I have done everything from be as nice as I possibly can to threatening to blow up the company. Nothing works!!! They absolutely will not do anything to help me. The best I could get from a "supervisor" named Stephen was that the Visor had been lost by Fedex. Stephen then heroically gave me the Fedex tracking number and sent me on my way. I have now talked with Fedex on at least five different occasions, and they tell me they need assistance from Handspring to determine which Visor is mine. Apparently, Handspring is screwing up their labeling so bad that their are many Visors sitting in their warehouses. Even Fedex is amazed I am the one having to do the research on this problem. The bottom line is that I have done all I can do, including reporting Handspring to the Better Business Bureau. I am now going to cut my losses, including putting in a dispute to my Visa, and try to move on from this fiasco. Obviously, I can't tell anyone reading this that the Visor is a good or bad product. All I can say is absolutely don't buy one for the simple fact that the company is one messed up organization!
16. Don't go there!"
17. Although disheartened to learn that it would take 6 weeks for delivery of my order, I assured myself that the product was worth the wait. After several days (and some additional research), I realized that I would require a HotSync Cable to take full advantage of the Visor’s functionality. At my expense, I made the long-distance call to Handspring's CustomerCare Center, only to be placed on hold for more than one hour – at daytime long-distance rates. In a rare exhibit of apparent stupidity, I hung up and redialed the number with the expectation of a different result – to no avail. I searched the web site further and found a toll-free number, which I then called. Again, I was placed on hold for another hour! After a very long and aggravating wait, my call was finally answered. Despite my aggravation, I was still determined to place my order. I told Mr. K that I wanted to inquire about my order and obtain information about the HotSync Cable. He asked for my order reference number, which I provided to him. He then placed me on hold for several more minutes. Upon his return to my call, I was so furious that I cancelled my order. When Mr. K asked me, “And the reason for your cancellation?” I told him, “I don’t even have possession of the product and I’m already highly dissatisfied. What aggravation awaits after I receive the product?” He offered no response. I requested written confirmation of my cancellation. He refused stating it isn’t Handspring’s policy. I suggested that perhaps he could simply send an email, much like when I placed my order. He said no, “We don’t do that.” I then asked to speak to his supervisor. He replied, “We don’t do that.” I asked for a mailing address to which I might write to request written confirmation of my cancellation. He said, “We don’t have one.” I repeated that back to him, “You do not have a mailing address?” He agreed but offered his name. I sarcastically thanked him for nothing and terminated that very disturbing call. I subsequently went to 3Com and purchased a Palm Pilot, located their non-existent mailing address on the web site, and wrote a letter of complaint all in less time than I spent on hold at Handspring the first time I attempted to call! I don’t know what Handspring's strategies are with respect to market share, the capabilities of their products, or Handspring’s CustomerCare policies (or lack thereof), nor do I really care. I don’t need or desire an explanation of what went wrong. I just want everyone to be aware of the aggravation their staff caused potential customers. Handspring wasted my time and my money. They need to hire more staff, teach them to speak clearly, and step up thier production schedule. And while they’re at it, they ought to implement some sort of quality control over that whole CustomerCare Center crap.
18. ""Palm-like" features but questionable quality." First, I am glad that the Visor uses the Palm OS and that it provides consumers with a lower cost alternative to 3Com Palm3x&V organizers - competition is good! I believe the Visor will be competitive and will continue to sell AS LONG AS it is priced at 60%-75% of the 3Com product with comparable features. I hope that this causes the price of the 3Com products to fall. However, if the prices move toward each other, Dollar for dollar the Visor will not, and does not, stack up. In our office 1 person has used the Visor for several weeks. It is obvious to us that the Visor is not near the quality of the 3Com products we are using. Good thing it does not cost as much! To date we have experienced several system malfunctions, erratic hot-sync operations, the case has too much flex and is beginning to separate. Their (handspring's) custometr support has been marginal at best. Bottom-line, If you rely on your hand held, I would not recommend this one.
19. "System crashes. 6 in my first day of use."
20. "Cheap, No Cust. Serv., Good Idea With Potential" Great idea--but cheaply made and the promises have yet to be realized. Two units that I purchased both have had problems and customer service does not respond. The screen is difficult to read, if not impossible with the useless backlight function. The cover is akward and has to be removed completely rather than just flipped up like the Palm's. I'm sorry that I sold my Palm. Handspring has a great idea but a shoddy product with no support and the promised peripherals are still not all available--a year later. I wish that Palm would offer the expansion slot--now that would be one awesome PDA! (The back-up module is the only thing that I will miss on my Visor.)
21. "Get a Palm instead (my HS broke twice in 2 weeks)" I bought one two weeks ago and have had to take it back twice because it quit functioning. Handspring isn't updating their OS either. Palm 3.3 had IR Hotsync (my laptop has an IR port), and is now at version 3.52. Handspring is still at 3.0H and said they're not planning on offering IR HotSync. They told me to buy a 3rd party package instead. I took it back and will be buying a Palm instead. I wanted an expandable handheld, but if they stop their OS development, what good is it. Get a Palm instead.
22. "Poor Palm/Sony Knock-off" What a loser handheld. The service is even worse. Handspring fails to mention up-front that the product is not compatible with Windows 2000. When you try to return the product, the credit does not appear for three weeks and you are met with insolent customer service children. Save yourself grief and buy a Palm or the new Sony product.
23. "Handspring Customer Service Is Absolutely Awful"
24. I like my Handspring fine enough, but Handspring's approach to customer service will lead me to make my next PDA a Palm. I have recommended Handspring to many of my friends in the past. Over the last six months, however, we have all had some type of repair or service-related concern. Uniformly, my friends and I agree that Handspring has a terrible approach to customer service. Not only is it difficult to get resolution to more complex issues, but it takes a lot of time to resolve minor issues. Further, Handspring has not adequately notified owners of important flaws in their software-hardware interface. Recently, they discovered a flaw in Visors sold early in 2000. Handspring did not notify individuals who purchased units from this flawed batch. The flaw can be corrected with an easy to install software patch - but without the patch, the Visor crashes and you lose everything. I was told by Handspring customer service that they didn't contact Visor owners directly with information about the flaw, because they didn't want to generate poor PR at a time when they were trying to get a foothold in the market. Smart damage-control, bad business. Buy a Palm.
25. "LCD monitor cracks easily."
26. Yuck" Customer support = Terrible! Screen = Must press hard to make things happen. Not like a real Palm Pilot. Compatability = Does not work well with Windows 2000 Sync Cradle = Does not Work Well Bottom Line = Not a contendor with Palm. Save your money for something that is tried and tested
27. Be careful!" I was pleased at first with the Visor's potential for future expansion and it's great price. However this can be a little misleading. The quality is an issue and can pose a problem. I have had to do a cold reset on it twice now wiping all my data, due to lock-ups, which is not a good thing if you rely on your stored data. I don't know how may others have had this problem, and that is actually why I was here reading these comments, to see if anyone else has had similar difficulties. I have also had syncing troubles too. This is my third Visor, after returns and I am beginning to look into other options. Good luck, hope this helps.
28. too many problems" Originally going in to Staples to purchase the Palm III (I need no more than basic tools, I purchased the basic Visor at the recommendation of my local store, and was willing to pay $30 more for add-on capability that I thought I would need. Within a couple of months the screen started fluttering as though there was a short. Staples replaced it and I had the same problem with the new unit a few months later. Staples allowed me to replace that unit with the new Palm M100, crediting me with the difference. The M100 so far is a great unit. The Visor is cheaply made and has too many QC problems
29. "Crash-prone, and Where'e the Modules?" I thought this was going to be a wonderful device. Since owning it (7 months) I keep waiting for add-on that I can actually use, and nothing is happening. The darn thing crashes on me every 2-3 weeks for no apparent reason. I'm hoping the Palm VX comes in color, otherwise I'll get the IIIC and get rid of this thing.
30. "Technical/Customer Service?" Lacks any service whatsoever. Basically, you purchase and you are on your own. One unit were delivered damaged which Handspring blamed on the shipper: Federal Express. The second unit was delivered without a sync-cradle and the backlight did not function. Well guys, get a new company to ship the product and a new quality control team. Sound like Business 101 or just a company out to make a quick buck? I have to press the stylus very hard against the screen to obtain any response and operation seems to be sketchy. Sometimes the third unit received turns off on its own. Customer support blames this on the batteries and asked me to do a "hard reset" to the Handspring. It is time to stop blaming others and take credit for a poor product and support equal to that of a state motor vehicle bureau. I should have read what other owners wrote BEFORE buying. Am puzzeled at others and their good comments as there seem to be a lot of them. They are very lucky. Have heard rumors that quality has dropped in the summer months? Must be like the GM Saturn automobiles which were good the first two years and then lacked quality thereafter? While Palm and others seem to have a shortage of units, Handspring seems to have plenty in stock? Causes one to think!
31. "Don't waste your time and money" Within the last 1 month have had to return 2 units because of system 'crashes'. Additionally, the second unit that they sent in exchange of the 1st one had screen problems where my strokes on the screen weren't being recognized. Not that it could recognize the symbol...it didn't recognize the stroke at all. I had to press on the screen with my forefinger in order for it to recognize anything. Very disappointed also with the service from the "Handspring Support Team". PLEASE, save yourself the agony and headache!!!!
32. Features Are Nice -- For a Yugo" Only issue is the product does not work well -- if at all. It is like owning a sleek Jaguar with a Yugo engine. Returned the unit to the retailer and bought a Casio system for twice as much money -- less hassle, no issues and peace of mind. Casio even has a 800 number to support their product -- unlike Handspring. Handspring makes clients incur long distance charges and one is often in a phone hold que for over 30 minutes. This could be a great product if it only worked. Be wary of what you pay for and if you buy this product -- pray you do not need technical assistance
33. "Erratic" Very Erratic and you need to press hard with the stylus to get the screen to react. The hot-sync does not function well and works sporatically. Would wait a year or two for this product to come up to par with other options on the market. Has a lot of potential with the expansion slots, but costs the same as a regular Palm when augmented with options. Good for a college kid, but not good for the business user.
34. "Am I alone?" Am I alone by saying this product is not up-to-par? The support line is not toll-free and the support staff is snotty at best. The sync cradles do not work with the USB connection. After owning a Palm III, I will stick with a proven Palm track record for the extra price...not a cheap imitation. Sorry guys, I really wanted to like your product. I feel let down with empty promises and snotty customer support. |
