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- Visor Prism (http://discussion.visorcentral.com/vcforum/forumdisplay.php?forumid=19)
-- Prism's Paint Issue--Handspring's Response (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=9885)

I received a prompt reply today from a Handspring executive in response to an email I sent yesterday regarding the problem some have reported about the Prism's paint rubbing off.

First, here's part of the email I sent:

quote:

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...Many users are complaining about the paint rubbing off the Prism after only a short time of ownership--within 1-3 weeks. This of course is cosmetic and does not interfere with functionality, but it does call into question the quality of your flagship product. To read some of the concerns of others, look at the following thread on VisorCentral.com:

http://discussion.visorcentral.com/...mp;pagenumber=1


On my unit, that's not quite 2 weeks old, the only place I notice some paint wearing off so far is on the back of the unit near the bottom along that ridge that curves upward.

Is this something that Handspring is aware of? I would of course expect, over time, there would be some wear, but this is just too soon for a $450 device. How can this be remedied? Returning the unit wouldn't work if the paint process is still the same. I look forward to your reply.

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quote:

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We track Visorcentral regularly, and we also have reports from tech support, etc., as to what are the issues faced by customers. With any new product, there are always bring-up challenges, so we particularly pay attention in the early stages of the product. We are aware of the notes of some problems with the Visor Prism paint. It doesn't appear to be widespread, but we are trying to determine it, and to figure out what needs to be done, if anything. We have not changed anything with our paint process since starting the Visor Prism line, as best I know, so you are correct in
assuming that swapping out a Prism would make no difference. You can stay tuned to our web site for more information if this changes.

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Is it possible for them to send me a replacement casing at least, when they improve the painting process?

I'm willing to forego my warranty if they can at least send me a replacement casing....the paint is coming off quite bad on my Visor Prism.

__________________
Tan Kit Hoong,
Star Publications (M) Ltd
<img src="http://thestar.com.my/tech/images/thestar_140x45.gif">

replacement covers

Tan, you and I both are in for a little trouble considering we broke the rules and have imported outside of designated user areas.

Z
Visor Prism user in Australia

Actually, the-zerox, we didn't break the rules. I have had my Visor Deluxe exchanged before with no problems.

I actually called up Handspring support in the US and told them my situation and they said that it was no problem, as long as I have someone to receive the replacement unit for me and send it back to my country.

I did and they replaced my cracked Deluxe (which I accidentally cracked myself and was perfectly willing to pay for repairs) for free and shipped it to a friend in Michigan.

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Tan Kit Hoong,
Star Publications (M) Ltd
<img src="http://thestar.com.my/tech/images/thestar_140x45.gif">

Thanks for the original post David. Great info.

In Handspring's response to you, there are a couple of points that concern me. First, they state that it does not appear to be widespread, when it is most likely effecting ALL Prism owners, if they are ALL painted the same way. Mine is a month old, and showed the paint problem after a week. They are simply not bothering to report it.

Secondly, Handspring also stated that "you can stay tuned to our website for more information if this changes".

I highly doubt that they will announce that most (if not all) of their already sold Prisms have a paint surface problem. It's not similar to the graffiti recongintion problem, as that was a functional issue. I suppose it's possible that they would announce it, but I don't think so... Also, what can they do about a cosmetic flaw?? Would they replace it (or the case) because of a cosmetic flaw? I'm not happy about putting down $475 (tax) either, and getting this (albeit costmetically) flawed unit.

So, we might want to just make a log post of all Prism owners who have their paint surface rubbing off, since Handspring is monitoring these threads... Whaddaya think about making a log?

I remember way back that Visor owners were using their serial numbers to determine manufacturing lots and date codes. Maybe all the Prism owners with the paint problem can do the same to see if theres any correlation. If the Prism S/N format is the same as the Visor, I think that information is encode in the numeric portion so nobody has to post their entire serial number.

ps: I tried searching for the old thread that showed how to decipher a serial number but didn't have any luck

__________________

God bless America, my home sweet home...

I have a platinum and this is happening with it. What concerns me most is that I didn't have this problem with my graphite dlx. and i never heard anyone else complain before the plat and pris came out.

so my question is, why did handspring change whatever they were doing before? ie, what's with the paint? seems like a stupid idea to me in the first place. presumably they're going with a cheaper platic/process and then coloring the visors with paint cause it's cheaper than the previous color plastics.

well it doesn't sit well in my book for a company to cut costs and go with an inferior process for a more expensive ("flagship") product. this is just lame. i'm in canada and my platinum visor was over 500 bucks with tax. i have plastic $5 toys from toys r us that don't have the paint coming off.

you can bet that if they "improve" this process, i'll be calling them for a replacement case. if i don't get it, i'm gonna raise hell and badmouth them up the wazoo.

mc

Count Me In!

Since Handspring monitors this site, I just wanted to make sure I'm counted. I've had my Prism for two weeks and I am experiencing the same paint problem as others. I have my RMA number in hand and will be shipping back tomorrow for a full refund.

Also, when I called to get the RMA number, the lady on the phone didn't even ask why I was returning it after just two weeks. I think that should be a standard question. It would help determine how widespread the problem is.

Anyway, I liked just about everything else about it. I'll wait to buy the "improved" model within the next year or so. Going back to the clear cases may not be a bad idea.

Z-

I have two Prisms and neither one currently shows paint problems. I have had both for over a month and they get HEAVY use.

I certainly will add my voice that HS should honor their customers by developing a fix for this problem at no cost. Especially after spending $450 a product should not only function well but maintain an acceptable appearance.

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Visor Enthusiast and Innogear/Geodiscovery basher.

quote:

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Originally posted by Slacker
I have two Prisms and neither one currently shows paint problems

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quote:

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Originally posted by LarryN

quote:

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Originally posted by Slacker
I have two Prisms and neither one currently shows paint problems

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Hi Slacker... Are you sure 'bout that? I didn't think I had the problem either until I looked for it. If you take a look at where the battery cover would be on the back of your Prism, there is a ridge just below the Palm OS symbol. I don't use mine heavily, and see that the paint wore away on both corners of that ridge (most noticably), and along the entire length of that ridge (not as noticable, but evident).

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I'm on Prism no. 2. I returned the first for unrelated reasons (enless hard resets among them), but it definately had the paint problem. After two weeks it was looking pretty worn. Since I had other problems, I didn't bother mentioning the paint to Handspring. Prism #2 seems a bit better. It's lasted a bit longer, but it too is starting to wear on the back where it touches the table when you put it down, and arount the bottom where it hits the cradle when you sync. I'll see if it gets worse. Has anyone gotten a replacement from Handspring just for the paint problem?

quote:

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Originally posted by critic
Well, I've gone through 2 Prisms already (with my third and an RMA number on its way....<schnippppp>... and I haven't noticed any paint coming off.[/B]

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Yes, LarryN is right - as I've mentioned earlier, if your hands sweat, then the paint comes off even faster.

It happened quite severely while I was in a balmy jungle in Cambodia

__________________
Tan Kit Hoong,
Star Publications (M) Ltd
<img src="http://thestar.com.my/tech/images/thestar_140x45.gif">

Count me also. My paint problem is on the back, just below the word "reset". Very cosmetic, but it is happening.

I've also had a VDX (slate/black) for a long time now. Doesn't show any problems like that. But, I tend to dis-believe the comment that all older visors had the same "paint job". The Deluxe seems to have black injected paint. IOW: If you were to crack the case, the black color runs throughout the entire plasic. But, the Prism appears to have color "paint" over another color plastic (black?). This is apparent by the paint rubbing off to a different color.

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Bryan Nystrom
Natara Software, Inc.

quote:

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Originally posted by bnystrom
But, the Prism appears to have color "paint" over another color plastic (black?). This is apparent by the paint rubbing off to a different color.

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There is only paint coming off on the ridge on the back, but it's so faint I have to have direct light on it to see it. I also have paint coming off in the upper right hand corner, but that's because it fell off the top of my car when I drove off forgetting it was up there. The paint may suck, but that's some damn hard plastic!!

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-Joshua
Abortion: Darwinism at its finest.

uhmm

I got my Prism since 2 days, and I already got paint problems ... very bad for something at this price.

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- www.hypposoftware.com -

platinum paint problem?

I have my Platinum less than a week and I see paint rubbing off already!
The bottom corner next to the rounded corners is where the paint is rubbed off. The cover rubs on it when removed/replaced.

Is there anyone else having the same problem? I have thoughts of returning this unit.

Any comments will be appreciated

robertf

No Problems Here

I have had my Prism for quite a while now and have no problem with the paint stripping off.