VisorCentral.com (http://discussion.visorcentral.com/vcforum/index.php)
- How To / Troubleshooting (http://discussion.visorcentral.com/vcforum/forumdisplay.php?forumid=2)
-- Has Handspring fixed the cracking problem? (http://discussion.visorcentral.com/vcforum/showthread.php?threadid=2880)

Howdy people! My wife's Visor's Springboard area cracked a long time ago; mine has only started cracking now, after almost six months, because I received a case from Handspring with the sewn-in lid to clip the Visor in place.

It's not a big deal...I'm in no huge hurry to get them both replaced. But I would like to wait until I know that Handspring has followed through with a comment made many months ago, that they would be changing that part of the Visor to be more hardy.

Has this happened? Anyone with a recently-purchased Visor that still exhibits this problem?

-Doug

The answer to your question is "no." If this one cracks, I'm going to ask for a graphite Visor. I hear they are stronger.

I just sent my second Visor back, today, because of this issue.

Here's a note I attached to the Visor and sent to Handspring.

""This has been an interesting experience. To replace a defective VDx screen, customer support sent me a replacement - ABEEB42900760.

When it arrived, I noticed the back case was cracked at the Springboard module, where the screws attach to the body.

I called customer service back, and they sent me a third replacement - ABEEB05000456.

This third Visor had a cracked case in the front where the USB cradle is attached!

Why do you send refurbished Visors? There's no way these are new units. If they are, you need to have a long talk with your quality control people.

However, I was not about to call customer service and asked for a fourth Visor. So, I simply took apart the Visors and made one new unit out of two damaged units.

You are getting the hybrid back. Since the front is connected only by the ribbon to the screen, I saw no reason not to give it a try.

Please, I really do like your product. But this is poor workmanship and horrible technical support. Your customer service is outstanding and very friendly. But they're not the people shipping these things to customers."

Mmm...that's too bad. I liked having a blue while my wife took the orange, but I'd rather have one that will retain some resale value without cracks. I'll ask for Black back. They shouldn't have trouble sending a different colour. I wonder if I just tell them I have two black ones, whether they'll know the difference.

-Doug

I just tuned back in after a long and happy absence from this forum. My Graphite VD just developed two cracks around the springboard area. I too was checking to see if these problems were resolved. Guess not. Maybe the Graphite is better, but I am very easy on equipment and mine cracked. Customer service is replacing it. Thanks for the heads-up on the used units being reshipped. I'd like my replcement to be better off than my damaged VD ;-)

Darn, I was hopin what I heard about the graphite resin being tougher was true.

I'm on my third VDx -- And it's my last. If it breaks, I'm asking for a refund.

I really can't wait to see the outrage when people start popping modules in and out and finding the case can't handle the workload.

Believe me, I've VERY careful plugging the modules in and taking them out.

As for the refurbished Visor's, I can't think of any other reason Handspring would send a damaged unit.

I have yet to hear a yes/no from my direct questions to Handspring technical support. I get the generic "... thanks for your input..." response.

But apparently Visor isn't alone. I found a lot of complaints about the Palm IIIc. Here's an excerpt, "... I am on my 3rd 3c. My first one developed 2 hairline cracks on the rear of the unit,at the right side and extended towards the center. Palm technical support exchanged that unit without any problems. About 10 days after receiving my 2nd replacement unit, the same types of cracks developed on the new unit.I called technical support this time and they said that they could not help me and that I would have to call customer relations at Palm. I made that call and they did replace it under warranty. I asked the rep if this was a commen problem with the 3c and she said that she didn't know. The reps are not supplied with that information."

Apparently we are not alone!


Good luck.

[This message has been edited by bnjacobs (edited 05-22-2000).]

Further to the last comment, Palm is replacing the cracked cases free of charge. Here is the C/Net article.
http://yahoo.cnet.com/news/0-1006-2...203-1946052..ni

I called Wednesday to place the trouble ticket, and not 24 hours later I received my replacement Visors. I'm very impressed, considering I'm Canadian and customs is usually a real pain in the ass.

Off the top, I've noticed that the new Visors are not nearly so clear as the old ones. The plastic feels more solid, with less flex, and it is harder to see through the back. I'm hoping this is a step in the right direction and that I won't have a repeat of the cracking.

Again, I'm very impressed with the speed of the service.