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- How To / Troubleshooting (http://discussion.visorcentral.com/vcforum/forumdisplay.php?forumid=2)
-- Cracked Blue case (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=8233)

I don't know if this has been brought up on this bb previously, but I'm getting rather annoyed with my blue visor case which has formed cracks around the power button again. I only noticed it the first time when I was reading a post over on VisorVillage (about a month and a half ago), and lo and behold mine had the same cracks around the power button. I contacted Handspring and within two days, they sent me a new one, at no charge. But here it is about a month later and the cracks are starting to form again. I am very careful with my Visor, and I keep it stored inside of my Franklin planner with the built-in PDA slot, so it never touches a hard surface. So I was just wondering if anyone else seems to be having the same problem, and if so, is Handspring aware of this apparent "design defect"?

Actually, since you mentioned it, I just looked on my blue VDx and guess what -- mine has a crack forming too! I don't know what gives. I wonder if it's the way I am setting it into the cradle.

Anyway, while my blood ran cold for a moment when I first saw the crack, I don't feel terribly concerned at this point because (a) you really don't see it unless you look for it, and (b) it doesn't seem to be compromising the structural integrity of the case any. I have noticed in the past couple of days that the screen has felt "mushy" in spots but that could be a lot of things (or just my imagination).

So I don't feel the need to call Handspring up and get a replacement, especially if your replacement developed the same problem.

__________________
BertBert
Mark 12:28-31

My blue visor has quite a large crack around the power button and has had it for several months now -- I haven't done anything about it since the visor still works perfectly. However, I would think twice about getting the blue visor again . . . . I've read posts that suggest the graphite model has a stronger case.

For some reason or other I too looked at the area above the power button and saw this nasty crack. The thing that bothered me was that such a crack could lead to a cracked screen. which I would then be liable for (I think). I'm getting mine replaced too.

cracks

yeah, that happened to me also. My old visors screen broke and the back case started to crack, so i called them up and they sent me another one the next day for free. the replacement had a crack around the power button, so i exchanged it with my old visors front cover, which had no problems.

Seen on my ice...

How ironic. Last week I noticed two small cracks on my ice deluxe near the power button. They are on the lower side, and "grow" out towards the plastic piece that holds the screw from the back.

I'll see if I can get a digital picture of it. One of the cracks is starting to wrap around the circular screw mount.

Frustrating. This ice deluxe is a replacement for my original, which got the case cracked around the springboard area. I doubt I'll send this one back, or ask for a replacement. It's obviously "normal wear and tear", and the PDA has never been dropped.

I may just use it until the cursed thing falls apart, and hope that I can keep it together with superglue and tape. Hopefully the next generation of PDAs from Handspring have more durable cases!

Handspring reply

I used to think that Handspring's customer suport was pretty responsive, but look at what they wrote back to me this time after my inquiry....

>Original Message Follows:
>------------------------
>Dear Handspring,
>
>It's now been only about a month since I got my Blue Visor
>Deluxe replaced... , and already I see new cracks forming
>around the power button!! I am very careful with handling
>my Visor, and even keep it stored inside of a Franklin
>Planner with a built-in slot for Palms, so it rarely ever
>gets out of the padded leather binder. Is this a common
>problem that you've been having with this model? Is
>Handspring planning on redesigning the case so it doesn't
>crack again? I sure hate to have to go through the
>replacement process again. I'd appreciate yourfeedback on
>this.

Dear (theyams),

Thank you for your inquiry. Is the case you have made for the visor or other models? That might be the problem. You might need to purchase a case for visors. Hope this information helps you.

Regards,
Handspring CustomerCare
------------

Grrr, they didn't answer my question and it seems that all they want to do is sell me something. What kind of customer service is THAT? I wrote back again, and we'll see what kind of response I get next time.

Design flaw

I've got exactly the same problem, a crack (on my BVD) that started around the power button and over the period of a couple of weeks has moved almost to the microphone hole. I foolishly tried some superglue which had no effect at all, apart from probably making it more difficult to get a replacement on warranty 8-(.

This is my second BVD, the first having died completely in the spring, but I had no trouble getting a replacement for it. At first I thought this crack was my fault, but it is always in one of Handspring's own leather cases and I can't imagine how I'd have hit it in this location. Perhaps the plastic they use for asthetic purposes is just not as tough as the opaque stuff?

Re: Design flaw

quote:

---

Originally posted by don
I've got exactly the same problem, a crack (on my BVD) that started around the power button and over the period of a couple of weeks has moved almost to the microphone hole.

---

My BVD also had cracks in the power button area. I immediately called customer support and they were able to send a replacement, I got it two days later. That was two months ago, its still looking pretty good.

Do you guys think that this has to do with the release date of the visor?

__________________
----------------------------------------
I do not know what weapons will be used
in world war III, but im sure that we
will use rocks in world war IV. --Albert Einstein
----------------------------------------

I have a Green VDx and I don't have any cracks in mine. I would think that the cases are the same material and thickness just dyed a different color. Although they may have different contractors making the different colors, so this maybe the problem. Let us know how you fare.

IMHO

T

Second response

Sorry I forgot to post the second response from Handspring about my question. Here's what they said in response to my complaint:

Dear (theyams),

Thank you for your response. Once again we would like to apologize for the inconveniences you have experienced. The cracking of the plastic housing on Visors is not a common problem, and much like yourself we are disturbed by the reoccurence of this problem. Fortunately you are insured against problems like these with our one-year warranty. We
understand that you are frustrated with your first replacement being defective; however, we hate to see you use a defective unit when a replacement can be sent out at no cost to you. We apologize for the inconvenience, and recommend that you request a replacement before any more damage incurs. We would also recommend that you review the Handspring Cases offered on our website, as they are make specifically to absorb the impact which damages Visors. All of the cases (except the custom cases) are covered with a one-year warranty and a thirty-day return policy. We offer them to customers because we are aware of the delicacy of our merchandise. Leather cases can be purchased for as low
as $24.95. Please contact us with further questions or comments as they are always appreciated.

Regards,
Handspring CustomerCare
--------------

Well, at least they were apologetic this time, but obviously they don't realize that the cracking IS a common problem. And the reason that it gets "damaged" is not because of the case, but because it is poorly designed and can't take the minor pressure of pressing on the power button. And they just can't get away from trying to hock their products on me.

I think I'm going to wait and see if the cracks get any worse before I decide to try to get a replacement. But at least when you request a replacement, they send you a new one before you have to send yours in so there's no down time.

Thanks for everyone's responses!

Re: Second response

quote:

---

Originally posted by theyams

I think I'm going to wait and see if the cracks get any worse before I decide to try to get a replacement. But at least when you request a replacement, they send you a new one before you have to send yours in so there's no down time.

---

Examine the replacement carefully. I was sent a blue deluxe replacement and found cracks around the power button on the replacement!!! Just out of the box! Back it went (after another replacement had been received)!

__________________
GreyWolf

quote:

---

Originally posted by MelHerd
Examine the replacement carefully. I was sent a blue deluxe replacement and found cracks around the power button on the replacement!!!

---

__________________

"Just beam it to me."

First replacement was for the battery drain problems - I was replacing batteries every 2 days. Examined VisorCentral and noted others had the same problem. Second replacement was for the cracks around the power button (see above post). Every thing fine with the current Visor.

__________________
GreyWolf

I had the same problem with my Green VD, but haven't experienced any problems with the new one. I got the original replaces because I dropped it and broke the LCD.

quote:

---

Originally posted by MelHerd
Examine the replacement carefully.

---

__________________

"Just beam it to me."

replacement received

(followup to my earlier gripes)

Yesterday I called Customer Support, got an answer on the first ring, spoke to a very friendly representative and arranged a replacement with no problem at all.

The replacement arrived today (in Canada), less than 24 hours after my call! It certainly looks completely new, and has no scratches or marks at all. I noticed that the casting for the hard cover is different (the little feet are no longer hollow, mold marks are in different places), but other than that it is the same.

On the down side, there are some flaws in the new BVD:
- the little Handspring logo is missing from the top left corner of the front (there is a depressed area where it should go)
- there is already a small crack in the small channel behind the Springboard slot (where the hard cover snaps in)

I suppose I will send it back, and it has been very fast so I can't complain much (though I just did ;-)), but it seems pretty silly to have this apparently poor quality control.

Actually, I'm wondering if I should ask to pay the difference and receive a Platinum instead this time!?

My Ice VDx has a similar crack and it is getting worse. I noticed it about a week ago. It starts near the bottom of the power button, goes straight down then curves right and ends 1/16" to the right of the microphone. There is a small chip near where it ends at the power button.

There is a second crack on the side, from the bottom of the power button, straight down to the seam between the top and bottom half of the case.

At first I thought it was a mold mark in the casing due to the microphone. If it keeps getting worse, the whole bottom left corner of the casing will break off. :+(

DON: I am also in Canada. Did you have any problem shipping the old unit or receiving the new one across the border? I got hosed for brokerage by UPS on my original shipment, and ended up getting a credit from HS since they shipped it via ground instead of express. I hate the thought of going thru that hassle again.

You also mentioned upgrading to a Platinum. Is upgrading an option on a warranty replacement? If so I would seriously consider it.

Thanx
BruceMc.