Comments on: iPAQ iLID Review http://the-gadgeteer.com/2001/03/08/ipaq_ilid_review/ Gadget reviews and news by Julie Strietelmeier and friends since 1997 Sat, 21 Nov 2009 14:27:48 -0500 http://wordpress.org/?v=abc hourly 1 By: Masterchief http://the-gadgeteer.com/2001/03/08/ipaq_ilid_review/comment-page-1/#comment-14850 Masterchief Fri, 02 May 2003 20:01:11 +0000 #comment-14850 Yeah, Palm has one of the worst customer support bases that I know of. What Judie went through is an excellent example. They will also give you the run around even for small things such as a promised software download or something like that. I don't understand... :o :cool: Yeah, Palm has one of the worst customer support bases that I know of. What Judie went through is an excellent example. They will also give you the run around even for small things such as a promised software download or something like that. I don’t understand… :o :cool:

]]> By: Vickie http://the-gadgeteer.com/2001/03/08/ipaq_ilid_review/comment-page-1/#comment-14849 Vickie Fri, 02 May 2003 19:32:54 +0000 #comment-14849 My feeling on customer service is that it should NEVER be frustrating for the customer. It is bad enough that the device should have a problem, but the resolution of that problem should be geared toward making it as painless as possible for the customer. I mean, they want the customer to buy from them again, right? Sorry you are going through all this Judie. :( Keep us posted! My feeling on customer service is that it should NEVER be frustrating for the customer. It is bad enough that the device should have a problem, but the resolution of that problem should be geared toward making it as painless as possible for the customer.

I mean, they want the customer to buy from them again, right?

Sorry you are going through all this Judie. :( Keep us posted!

]]> By: Judie http://the-gadgeteer.com/2001/03/08/ipaq_ilid_review/comment-page-1/#comment-14848 Judie Fri, 02 May 2003 15:31:29 +0000 #comment-14848 Vickie, That is what was SO FRUSTRATING about the whole thing. I tried to explain to this lady that I was no Palm novice, that I had troubleshot everything, and that I knew how a properly performing Palm would appear and act. And I STILL had to do the $25 troubleshoot thing. She said you have to, in order to go to the next step - which ispaying $40 (instead of the $20) to send your unit in for a refurb. If you don't want to pay the $40, you can send it in for service (and be without it for 10 days or so), but if they find "nothing wrong with it," they will send it right back to you as it was when you set it in. Regarding calling back in - I HAVE to call back in and say whether the hard reset helped or not - or else I will be charged the $25. Then I can decide if I want to pay the $40 to exchange it for a refurb. Regarding the service repair number, Janet was not going to give me one, but I basically made her. At this point, I am almost afraid to send my Palm in - what if I spend $40 and get a dud? Will I have to go through this again? Back when I had my IIIc, I had to send it in <strong>3 times</strong> (and all Palm required from me back then was a credit card number, I might add), but in the end everything turned out all right. BLAH! You all know how much I love my T|T. I just can't believe that Palm service has sunk to this level. :0( Judie Vickie,

That is what was SO FRUSTRATING about the whole thing. I tried to explain to this lady that I was no Palm novice, that I had troubleshot everything, and that I knew how a properly performing Palm would appear and act. And I STILL had to do the $25 troubleshoot thing. She said you have to, in order to go to the next step – which ispaying $40 (instead of the $20) to send your unit in for a refurb. If you don’t want to pay the $40, you can send it in for service (and be without it for 10 days or so), but if they find “nothing wrong with it,” they will send it right back to you as it was when you set it in.

Regarding calling back in – I HAVE to call back in and say whether the hard reset helped or not – or else I will be charged the $25. Then I can decide if I want to pay the $40 to exchange it for a refurb.

Regarding the service repair number, Janet was not going to give me one, but I basically made her. At this point, I am almost afraid to send my Palm in – what if I spend $40 and get a dud? Will I have to go through this again? Back when I had my IIIc, I had to send it in 3 times (and all Palm required from me back then was a credit card number, I might add), but in the end everything turned out all right. BLAH!

You all know how much I love my T|T. I just can’t believe that Palm service has sunk to this level. :0(

Judie

]]> By: Vickie http://the-gadgeteer.com/2001/03/08/ipaq_ilid_review/comment-page-1/#comment-14847 Vickie Fri, 02 May 2003 14:25:57 +0000 #comment-14847 Judie, I was looking at the Palm link you posted and it says: "Palm Telephone Technical Support is available at $25 per incident <strong>unless the call results in a service repair order.</strong>" If I am reading correctly, you've done everything they asked and the next step is sending it back. If they had told all this somewhere on their site (about doing a hard reset and also removing all of your backup files and start from scratch for a couple days to see if that solves the problem.) you could have saved yourself the $25 by doing it in advance. This sort of bothers me, as if they are counting on getting at least one $25 fee out of you even if the device is truly defective. As it is, hopefully some of your readers can save that $ because of you sharing the info with us. It would be interesting to see if someone actually did do all these things in advance. I wonder how would Palm react when you called in? Would they attempt to have you repeat everything and call back in a few days in an effort to get the $25? Someone please try and tell us. :) Judie, I was looking at the Palm link you posted and it says:

“Palm Telephone Technical Support is available at $25 per incident unless the call results in a service repair order.”

If I am reading correctly, you’ve done everything they asked and the next step is sending it back. If they had told all this somewhere on their site (about doing a hard reset and also removing all of your backup files and start from scratch for a couple days to see if that solves the problem.) you could have saved yourself the $25 by doing it in advance.

This sort of bothers me, as if they are counting on getting at least one $25 fee out of you even if the device is truly defective.

As it is, hopefully some of your readers can save that $ because of you sharing the info with us.

It would be interesting to see if someone actually did do all these things in advance. I wonder how would Palm react when you called in? Would they attempt to have you repeat everything and call back in a few days in an effort to get the $25? Someone please try and tell us. :)

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