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Re: Palm (Reply to this comment)
by kenshin27
Email service from big companies is never the fastest way to handle things. If I was so close to my warranty expiration date, calling would be the first thing I do. But it is unfortunate that they gave you the run around. Not really that uncommon though when it comes to customer service for almost any company. I find that dealing with CS is usually a shot in the dark proposition. Sometimes you wind up with someone nice who knows what they're doing and other times you don't.
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Mar 04 '03
7:06 am PST
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Palm (Reply to this comment)
by paulajumps
Don't bother buying a Palm. Their warranty is useless and their customer service is terrible.
Here's why:
I received an Palm m500 as a present. After months of working but prior to the end of the 12 month warranty period my palm stopped hot synching. Thinking it was a problem with the cables I bought new ones. When that didn't work I tried synching ot other computers. That didn't work. I went to the palm site for answers. There was an acknowledged problem with electrostatic charges and the cardle. But I had the newest cardle that was supposed to fix that issue. I followed the other directions and reset the palm. Still no luck. Finally I e-mailed Palm. I was told I would receive an e-mail response within 24 hours. 72 hours later I had heard nothing but I had received an e-mail asking me how satisfied I was with the customer service response. I wasn't. 2 more e-mails were sent to tech support along with my unsatisfied customer satisfaciton survey.
Finally a response 7 days later. I was told that the unit needed to be replaced or repaired I was to call tech support.
Here is the quote from Palm, "To replace your Palm handheld and HotSync(R) cradle, please contact the
Palm(TM) U.S. Technical Support, as they will be in a better position to resolve this issue.
NOTE: I would like to inform you that as your Palm handheld need to be
repaired or replaced you will be not charge for the Palm Phone Technical Support call.
"
I place the called. I'm told they need a credit card so they can charge me $25. I refer to my e-mail. They insist. I decline. I ask to speak to a manager. I'm told none are available and that I will need to walk through all of their fixes with my Plam before they can leave a note for the manager. I've already done all the fixes but Plam would like me to spend more of my money on long distance phone calls.
I remind them that the product was under warranty when it broke. The still insist on the $25 fee to speak with them about my problem.
Is there a breach of warranty issue here. Absolutely. Am I going to pursue it - I don't want to waste my time. I'm out close to $400. But Palm just lost another customer and if I have anything to do with it no one I no will ever buy a Palm product.
No wonder these guys are losing market share they don't know how to treat customers.
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Mar 03 '03
12:20 pm PST
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