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Friday, November 21, 2003
That was quick
Well, I got the Treo 600 today, and already I need a replacement. Mine has two problems: 1) The phone speaker is distorted like crazy. (MP3 and speakerphone work fine.) and 2) the battery doesn’t hold a charge.
Handspring is going to call me back Monday, and then it’ll be 1-2 weeks before I get the replacement. I’m going to try to find one in stock in a Cingular store this weekend so I can buy it and then return it within the 15 days (and hopefully have my replacement by then, but I doubt it.) Why do I always get the bad ones? Lots of people are reporting no problems with their GSM Treo 600s.
I guess I just have no luck with these things.
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I read review about the Treos and people said they were shite, then some people said they weren’t. Now is seems they are shite again…
They do seem to have some hardware quality control issues. IF you can manage to get one that has all the hardware working right, it’s a great device.
Hopefully, I’ll eventually do that.
The CDMA version of the Treo 600 is already up to Revision C for Hardware. As with any new device problems will exist and they will need to be fixed. Luckily Handspring is fixing the problems and replacing phones with problems. My Treo 600 works perfectly and it truly is the best device I have ever owned. I use it as a phone, as a PDA and as an mp3 player. You can’t be all that functionality in one rather small device.
In reading some of the Treo and Palm news posted, I thought I’d share my story.. my Treo 600 nightmare with your readers.
As a gadget lover, once I found out about the Treo 600, I could not wait for the opportunity to own one. Oct 2003, I ordered my Treo and when I finally received it a couple of weeks later, words could not express my excitement. I will not recap all of the other rave reviews on this unit, however I must say overall, I loved it. I too was showing it to everyone at gatherings and needless to say, it was well received. All was well until I dropped the unit (at home, from a height of 2 feet, onto the carpet)… the screen cracked. Words could not describe my dismay.. one would figure such tests had to be done before putting this unit on the market… after all, it is a cell phone as well, and sadly, cellphones get dropped from time to time.
Anyway… as warranty would not cover the unit for such occurance, I was stuck with resolving this problem. Believe it or not, the nightmare had not yet started… it began the moment I started dealing with PalmOne/Handspring Customer Care reps, supervisors, managers, and so on.
In a nutshell, I had to pay $200.00 for a replacement unit… so, after a two week wait I received my first replacement… it was deffective. The ear speaker was not functioning and I was unable to hear any of the callers unless of course I would use the rear loud speaker. I had not choice but to call PalmOne and request yet another replacement.
Being told I should receive my replacement within 3 – 5 biz days, I was again anxiously awaiting the new unit. Well, the 3 – 5 day wait wound up being 6 weeks. To my shock and amazement, I had the same exact problem with the third unit… no sound while on a call. It seemed as I was stuck in the Twilight Zone with no end in sight and I had to go through the motions again. I contacted PalmOne and ordered my 4th replacement… waited yet another month for it to arrive and when I finally received it last week… another deffective unit. This time, the battery was not charging and the unit would reset itself each time I tried using it.
The last incident took place last Friday, Januery 23rd. I am now waiting for my 5th unit. To make matters worse, I have spoken with several dozens of people on this from phone agents, to supervisors, to their managers. I spent days tracking down PalmOne’s Corporate contact numbers and fianally was able to leave messages for upper management at PalmOne such as Mr. Angel Mendez… Senior VP of Global Operations who regretfully, opted on not returning my calls or emails. He instead delegated this issue to his personal assistant Ms. Dorothea Davis who by the way, also did nothing to help.
It is not solely the Treo 600 issues which have become the nightmare…the nightmare is related to the incredibly poor level of customer service from the desk level staff to the SVP level at PalmOne. At this point, I have kissed my 800 bucks goodbye (200.00 for the initial replacement). I’ve wasted way too much time on a product which is pathetically represented by its creators. My advice…. if you own a Treo 600, PLEASE take good care of it as if you do not, there’s a good chance you will fight your battle alone.
If anyone else is experiencing a similar issue with PalmOne customer service, below are some of the contact numbers I’ve spent days on gathering… hope this helps.
PalmOne Corporate – (650) 230-5000
Dorothea Davis – (408) 503-2285
Angel Mendez – Located at Corporate number