VisorCentral.com (http://discussion.visorcentral.com/vcforum/index.php)
- Visor & Deluxe (http://discussion.visorcentral.com/vcforum/forumdisplay.php?forumid=1)
-- My CSR experience (10/20) (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=355)

Okay, I called Handspring today, Oct. 20, to inquire about my order, placed Sept. 16 for a Visor Deluxe.

My order has not yet shipped. All order information is correct, including credit card number. The status in the computer stated, according to the CSR, that it was sent to the shipping department for processing. No ship date was specified, and it was possible, though not guaranteed, that it would go out before the end of the week.

I asked whether I could find out when it actually ships, so I can know when to expect it, and was told no, there was no way they had set up to notify people. I confirmed that express shipping was on my order, and that express meant overnight from whenever it finally does go out the door. But again, no date for when that is going to happen, just that it should happen before the end of next week (which is effectively the end of the month for possible ship dates). She also stated she couldn't change the shipping address (for whatever reason I neglected to have it sent to my work address, which is what I usually do, and asked if I could change the ship to address) because, once again, the order had been sent to shipping for processing.

So, what to discern from all this? Well, I think above all else it means those who were told all orders placed in the first week had shipped were not given correct information, if only because my order itself has not shipped, and there isn't a credit card or address problem. It also means they still are not giving out dates for shipping, regardless of order status. As for tracking numbers, I was told they don't have access to it on their order system. I've encountered that before with other places I've ordered from, in that they put you on hold, call the shipping department, get the info, and pass it back to you, but it isn't maintained in the general customer service system. So I wouldn't panic there, and I doubt their shipping department really has time to get tracking numbers for us, since they are so busy trying to ship the orders!

For what it's worth, that's my story and my opinions.

"So I wouldn't panic ..."

Not panic? NOT PANIC!?

C'mon, Binkley, what's wrong with you? Why aren't you frothing at the mouth, spewing self-righteousness and vitriol at Handspring, and threatening legal action?

You don't have a Visor in your grubby hands -- how can you possibly live a moment longer without it?!

Don't you know you're putting your life -- not to mention your VisorCentral membership -- at risk by posting a relatively calm and rational report?

What are you, some kinda commie pervert?

;-)

Agreed, Bearpaw. I think that what we need to do is all go up to New York where the CSR's are and let them have it. This is, after all, thier fault. Customer service - bah! Then how come they aren't servicing me? How come they aren't making the servers work, or making the shipping process run more smoothly or getting up off of their butts and finding out how to get MY tracking number!? I want my money back!

(by the way, how did you get that bold type in your message?)

You can't use HTML, but you can use UBB flags. Click the little 'UBB Code is ON' link sometime when you are composing.

UBB is nice b/c it acts somewhat like <pre> formatting by default, so that non-HTML people aren't confused, and so you don't have to insert all those <p> tags.

What is so wierd is that people who ordered after the 16th seem to be receiving their units. I ordered on the 16th (Sept) and was told that it would go out on a second shipment. It was express...but I now don't know what express is...next day?

I called Handspring and waited 40 min just to ask what Express meant. "Within 72 hours" was the response. Unfortunately I am going on vacation tomorrow, so even though I payed express, I wont see it until Monday. Oh well, it was only $3.

When I ordered I was told express was overnight, and when I called today, I was told the same thing.