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-- Worth the wait and CS hassle? (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=1105)

I have read all the problems with HS's CS department. Is it really worth all the hassle? I thought about just waiting until the VDX came out retail, that way if there was a problem, I could return it to CompUSA or wherever. I am thinking of a Palm VX now. Any suggestions?

Get the Visor. One week delivery times.

Mike

Not much of a wait. Ordered an Orange Visor Delux on late afternoon Monday. FexEx knocks on my door on Wednesday.

Not too shabby. So far works perfectly.



[This message has been edited by yoony64 (edited 03-02-2000).]

Get the Visor.
Chances are you'll have it within a week.
And after you've maxed out the 8megs of RAM, you'll be thankful that you can get the 8meg FlashRam Springboard.

But what about the Customer support after the purchase? I normally don't ever need after purchase support, but with the stories I have heard, I want to keep the option there. I don't want to have a problem with it and have to send it back and wait 4 weeks for it to get replaced.

I had to call CS a week ago (wondering on the status of my BVDx, it came the next day). I was only on hold about 5 minutes waiting for a rep, and she was able to answer my question. I would also say to go with the Visor. Mine arrived 10 days after I orderred it, and I have had no problems so far. The 8 megs of space is great, in addition the expandability. GO VISOR!!!

I've only had my Visor 2 weeks, but it only took one week to come to the house and I have not had ANY problems with mine. I had software problems on my Mac which I got straightened out right away. I love my Visor and wouldn't trade it in! I don't know about CS because I haven't had to call them.

------------------
Deb Auld

Yes, Yes and Yes, get a Visor. You will love it. I scratched the screen and the replacement was here in a week. Slapped in the backup module and was good to go!

Mrbudman
I had a minor problem w/ the case. I called, got thru right away and got a replacement in approx. 10 bus. day w/ paid return shipping. By the way I ordered my visor in early January, I got it in a week also and that was in January. No problem here.

I scratched my screen. They sent me out a new screen next day. A month later I cracked the screen. They sent me a new Visor. Said to expect it in 2 weeks. I got it in 4 days. Hold times were under 2 minutes. Their CS is Great as far as I can tell. And the product is great. (if a little fragile.).

mrbudman,

About CS. I wrote a long complaint over on the customer service forum - check it out.

Botton line, we ordered 5 Visors in January. So far, two have needed to be replaced. One was replaced quickly - about two weeks. Mine developed a problem literally 10 minutes after turning it on and my return took over 7 weeks. I received two Visors in the mail that were sent to replace my bad one, still trying to verify that we weren't charged twice.

During one of my last CS calls while waiting for my replacement, I said "I give up - what do I need to do to return this?" They said, "Sorry, it can't be replaced, you've had it more than 30 days". Never mind the fact that I'd been waiting for my replacement for about 45 days. If I had known I'd be waiting that long, I would have returned it at the first sign of the problem.

Not everyone has had a problem, three out of the five have been just about perfect, no complaints. But then again, none of them had to deal with CS.

Looks like we're ordering a few Palm VXs next week.

Good luck, but I've had a bad experience and my opinion is a bit biased. And, my new Visor fatally crashed twice today. It's a shame because they're close to having a great product. You can see where they need to go, just not sure when (or if) they'll get there.

Mark

mriehl:

I can see that you are very bitter. However, I do think that Handspring is cleaning up its act. The positive comments being posted these days is reflective of this. You do remember what it was like say two months ago..don't you? You would be lucky to find one post saying anything positive about the company. Now it is the reverse and posts like yours are becoming a rarity.

Still, posts like yours reflect the fact that there is still a lot of room for improvement both in product development and customer support at Handspring.

Just my .02 cents