Registered: Dec 1999
Location:
Posts: 46

OK,

Here's what I'm tired of:

I'm tired of hearing about people having trouble getting in contact with you people at Handspring. I'm tired of hearing about the cracked cases...scratched screen...shoddy stylus...shoddy deluxe stylus...syncing problems...poor customer service...and on...and on...

I'm also tired of poor James Hromadka having to delete so many posts that ask for Handspring exec e-mail addresses. Poor James must be really overworked as it is...and yet people continue to ask. Why? Because it is next to impossible to get in touch with anyone at Handspring!

Come on...we all know you are lurking. How about showing some guts and responding here on this board to some of the issues raised. How about giving us a toll-free number...and cutting the time we are on hold too. How about giving us an e-mail address for complaints. (This will help poor James out too.) In summary...how about some communication.

There's a nice little book in the marketing field with the title "A Complaint is a Gift." Well...you've got plenty of complaints here (and some positives too). Use the information we are giving you...respond. Give us a reasonable avenue for communicating with you...you won't regret it...because in exchange for making out lives easier...you will get the gift of valuable information about your product and your users. In addition...you'll save yourselves a lot of "negative word-of-mouth"...and a lot of lost sales...

Your firm is at a crucial stage in it's development...and I can think of only two reasons why you all refuse to make open communication easier:

1. Your firm has no marketing acumen whatsoever

2. You are all cowards

Prove me wrong. I know you are afraid of all the negative things you will hear. But guess what...those negatives exist whether you want to hear them...or whether you don't. You know how you should be treating your customers (and potential customers)...you know what the right thing to do is...now do it!

Registered: Dec 1999
Location: Houston, TX, USA
Posts: 23

Yeah, that'll do it.

Registered: Sep 1999
Location: Texan in Calgary for a while
Posts: 1361

Well, for the most part, most of what I do in the disc. area is move postings from the General forum to where they are supposed to go. I probably have to edit email postings maybe once a week.

And there are ways to contact Handspring. Looking at their "Contact Support" page, here are some phone numbers:

Pre-Sales Qs & Ordering: 888-565-9393
Order Status: 716-871-6442 8-8p EST
Tech Support: 716-871-6448

At one time there was a form to fill out to email questions. I couldn't find the form. I will see if I can get an email address for tech support questions. Until then, go with the numbers above.

Also remember that the majority of users do not have problems with syncing, scratching, or the stylus. You are only going to see problem postings here. Remember, nobody calls the electric company to tell them that they have power.

------------------
James Hromadka
VisorCentral.com
Personal Website: http://www.Hromadka.com

Registered: Dec 1999
Location:
Posts: 103

There used to be an email address for tech support. I don't know if it is still active, so I won't post it, but it took 2 months for a response. Swamped with email? I can understand that, but at least they could have sent out an automated message indicating they'd received the email and that it would be awhile before they would have a response.

I have to agree that they need a toll-free number. Technical support lines shouldn't charge for the call, especially when you have to wait over an hour to actually talk to someone.

------------------
Jay

Registered: Dec 1999
Location:
Posts: 46

James...

With regard to the majority of users not having problems...I tend to agree. I sync at work (serial) and at home (USB) with no problems. I don't use the cover...so no cracks...etc...etc... The deluxe styli I have stink...but I'll probably just unload those on eBay for $20 each.

But...I do think the complaints on this board are the tip of the iceberg. I don't know about everyone else...but I'm getting four or five requests (on average) per week for the e-mail addresses of Handspring execs. These people have various tales of woe...all of which could probably be easily remedied if it were just easier to get in contact with the Handspring folks...

I still say that these HS folks are umb-da (I didn't want to offend them...and I know they won't understand the previous word) not to have a toll free support number...with a maximum wait time of around 15 minutes. Then...viola...many complaints go away. Or an e-mail address that's actually answered in a timely fashion...hey...there's an idea...

They are treading a dangerous path...look at how many people on this board have yet to buy a Visor...they are spooked by all of the negatives. This is the danger...the perception (rightly or wrongly) of all the negatives associated with the Visor (most of which...in my opinion...are customer service related). Unless HS does something about this (through better/easier communication)...I don't think they'll make it to January 2001. Their reputation (and the associated negative word-of-mouth) will kill them...even if the product itself...is objectively good....

[This message has been edited by LynnBob (edited 01-24-2000).]

Registered: Jan 2000
Location:
Posts: 9

I fully agree with those that are calling for some mechanism to improve communication. In contrast, to a discussion on this board I currently have problems hotsyncing with my Visors (yes more than one). Frankly, I don't care if it is b/c it's Win98 version A or B. They provide the USB connectivity, they say they support Win 98. Make it so.

I waited 45 minutes the other day on the fee for service support line and finally had to get off b/c I had other things I had to do. I called at 08:15 EST. Fifteen minutes after they opened!

In a reply today to a thread on a, potentially significant Visor user group, listserve I had to make comment of the poor customer service. I had information on something they wanted, the Visor had excellent applicability but I had no choice but to warn them of the potential issues if their Visor had technical issues. This could cost them hundreds of sales!

The medical community is just now embracing Palm technology with a vengance. Most healthcare professionals are tech newbies. Heck, alot of them still don't know where the On button is. They will not tolerate poor customer service. Just imagine you needed emergent heart surgery and the response you got was... "We're sorry all of our Thoracic Surgeons are busy right now. Your surgery will be done in the order it was recieved"!

Registered: Nov 1999
Location: Stony Brook, NY, USA
Posts: 35

The only problem with the Visor if u use it right, is that the screen gets scratched very very easily. Even WITH a WriteRight on, thats right, I scratched my WriteRight BADLY, I took it off and what did I see? 2476028976028736087236502876 scratches that were'nt there b4 I put it on. I love my Visor, but the scratches are a pain in my ass.

Registered: Sep 1999
Location: LA, Boston, MO. its different every 6 months
Posts: 56

I like this post. course, theyll never come out because theyre chicken. they dont answer the phone because they arent a part of handspring, just outsourced at the lowest price. for the lowest price, you get what you paid for.

score 1 for my anti visor campaing. i convinced someone to buy a Vx instead. eat that handspring. my goal is 4 more people to convince. i have been told 3 times that a replacement was on the way. i have yet to see it and it has been 3 months. i called earlier this week, so maybe itll work. when i asked if there was any record of my previous calls and requests, she said, no i dont see any. thats customer service.

Registered: Sep 1999
Location:
Posts: 106

Check This out......

I own a VDX. My friend just bought a PALM V. While looking it over, she mentioned that the power button would turn the unit on, but not off (has to wait until it times- out). "Hummmm", I says. That shouldn't be. Tried everything to get the power button operational but nothing seemed to work. Finally, I suggested a soft reset. The reset brought the Palm to the logo screen and then hung. I then tried a hard reset but received the same results. Well I have to tell you, I just felt sick. A brand spankin new PALM V and Mr. Brain-e-ack has to ruin it! (Although technically it wasn't working right to begin with). She leaves with a dead PALM V in her hands and my wife's looking at me with that "way to go Tim Taylor" look in her eyes.

I call the Palm support number and recieve a message that says "Due to the high volumn of calls there may be an extended wait period...the current average wait time is TWO minutes" (are you listening Handspring?). In ONE minute a rep comes on and says "Can I have your phone number"? I give it to her and she reponds, "I can't find it in our database. Can I have your Palm serial number"? Well of course I don't have it and since I'm not even a Palm owner, no way are they going to find me in their database. I figure honesty is the best policy and relate the above story to her. Luckily her friendlyness was mathced by her sense of humor and she proceeded to tell me how she would assist me in pulling my butt out of the fire. She stated that a hard reset utilizing a specific set of keystrokes would be required to bring the unit back to life. If that didn't work it would then be considered a faulty unit and replaced. Not only that, she gave me, a non-pilot owner, a reference number and promise that the unit would be summarily replaced should her suggestions not work. Long and short of it is, I relayed the info to my friend but the next hard reset did not work. My friend called them the next day (Saturday) with the Ref. Number. They are sending her a prepaid return shipping box for her to send back the unit in (again, are you listening Handspring). Oh yeah, when I hung up from the rep, she says to me, "...should have bought a pilot"!

Registered: Nov 1999
Location: Boston, MA, USA
Posts: 90

8itgr8, while I'm sure you're having significant problems with the USB sync and Win98, I think it's likely to be more about what else your Win98 system has on it, than a problem with the Visor. Many, many people can USB sync to Win98 (in either edition) so it is fair for Handspring to say they support USB. How many other things have you connected to a PC and had them work perfectly all the time. The great advantage to PCs but also their biggest problem is that you can add so much stuff to them.
As far as the general theme of this post goes though, I agree that Handspring should have a toll free support number. I also feel that they should have sacked the outsourced company and got a new one, but we can't make that decision for them. Calling 15 minutes after the number opens is bound to be a busy time, as is lunchtime and just before they close. I know they should have more people on the phone lines, but the one time I had to ring I got through in about 10 minutes.
As for the email addresses, it's pretty easy to guess the ones for the people at Handspring that can get things done. It's just a shame it should come to that because they're obviously paying something for the outsourced CSR company, but they're not getting value for money.
They did set up the [email protected] address (or is that a cruel joke by the Palm users)...? Mind you - the screen is the exact same as in the newer Palm units isn't it..? Do they have scratch problems too..?
I doubt they'll de-lurk because they get taunted on this thread, but maybe there will be enough pressure from what they read on VC that they will do something about their support.

Registered: Oct 1999
Location: Lincoln, NE
Posts: 56

The above story you speak of Palm now is quite correct, but it has not always been so. When Palm was owned by US Robotics way back when, there were stories abound that match the current problems with HS. In, fact even with the release of the PalmIII series they still had problems. But since they are under 3com they can scale up these sorts of resources exremely fast. In fact I would bet their CSR's were probably multi-funcion. That is taking calls for Palm and for 3com simultaneously. It is just one of those benefits of having a large company to get resources from. The reason their customer service is also so stellar is that you have to pay a lot more for a palm unit. If you take MSRP's of the top devices you get $250 for dlx and $450 for Vx. I personally would risk poor customer service for $100-200 less. Plus I think HS is really not that bad. Back when Palm started they would NOT fix scratched screens at all!! From being the owner of several PalmOS devices I will just say that screen scratching is always a problem with all of the devices. It takes about 6 months for the screen to fully harden and in that time you have to use a screen protector. If you look around you will find that HS will fix screens for $75. Not too bad in my opinion since Palm does it sometimes for $100. Anyway give HS 6 months and they will be a spit and shine company on all fronts.

Registered: Dec 1999
Location:
Posts: 50

i can agree with most of you guys complaining about handspring and all, but i think that a visor pda that costs about 200 bucks less than any comparable palm unit is well worth the money. for 250 dollars, you get a nice visor with 8 megs and comes in a bunch of colors, but has bad customer support. for 450 dollars, you get a palm Vx that also has 8 megs, and it has good customer support. i'd have to say i'd rather keep 200 for other things. stop the complaining! what do you expect for 250!? anyways, i have had noooo problems with mine and love it, even syncing to win. 98. it works fine with mine.

Registered: Jan 2000
Location:
Posts: 9

fubar, thanks for the insight on the possible problem with my USB-Win98/hotsync. While technically that makes good sense, logically, it does not. All previous peripherals I have used with my Win98-USB have worked and all of my Visors hotsynched without a hitch for weeks prior to my current failures.

To make it more interesting I will provide the symptoms. Possibly, with a more complete set of symptoms you can make an accurate diagnosis.

1. Got Visors after major 10 week battle with Handspring Customer Unsupport.
2. Used Visors successfully for two days
3. Hotsync is working
4. Rouge Palm user beamed IR Pong, thus, disabling IR functionality on my loaded up Visor
5. Despite deleting program IR still does not work
5. Hotsync still working
6. Crammed ~ 5 MB of apps and data into my loaded up Visor through the Hotsync.
7. Crammed additional 0.5MB into Visor through Hotsync.
8. Flew out west
9. Hotsync still working
10. Have important meetings
11. Hotsync not working
12. Soft reset Visor
13. Hotsync works!
14. Get home
15. Hotsync fails despite soft reset
16. Hotsync continues to fail
17. Hotsync fails in all Visors and all attempts

Any suggestions?

Registered: Jan 2000
Location:
Posts: 6

I know what you are saying my friend baught a visor and thought that he would love it without out looking up on it. I was also thinking about getting one but when i read all of the problems that handspring has been having i dicided to go for a palm IIIX while my friend is stuck with a scratched up screen and other problems

Registered: Oct 1999
Location:
Posts: 103

I would recomend backing up your palm databases, address book, memo pad , etc.. on to your hard drive. Then hard reset while while holding your power button and press the pgup button to clear your visor. Then try to sync your visor to your pc. When it asks you what user is trying to sync tell it "NEW User" and delete the profile of your old sync username . This will clear the user profile that is stored on your pc that your visor is using. And so instead of resync-ing a non-working profile you are using a new one. and then afterwards import the data from your palm desktop.

Or at least thats what I did when I couldnt get mine to sync. But thats only because I was certin that my usb works because my usb sidewinder pro and my usb cameralink worked.

My $0.02

Bane


[This message has been edited by Bane (edited 01-24-2000).]

Registered: Nov 1999
Location: Boston, MA, USA
Posts: 90

8itgr8,
I'm not trying to say that you don't have a problem with your Visors, and I'm not expert enough to try and fix it over the web, but it sounds like you're a power user of both the PC and the Visors. I know - I am too..! The sad fact is that (much to my Mac-using girlfriend's disgust) PCs with lots of stuff added into them often crash. It's not one particular thing, most of the time it's interactions between all the things. You may find that removing one makes it all OK, but even that doesn't mean that the guitly software wouldn't have worked fine on it's own.
I see no reason why it shouldn't be the same with the Visor.... Out of the 5.5Mb of stuff on your loaded machine, how much is hacks and unofficial stuff that may or may not abide by all the SDK rules...??? While it works, fine you've got probably the best PDA on the market, but I don't think you should blame HS if it all goes wrong. I think you should take Bane's advice - get Backup Buddy, back everything up and do the hardest reset you can. Then install the stuff a bit at a time in order of priority to you and see how it goes. If it works for a week with a quarter of your stuff, add some more. When it all goes wrong again, you can point the finger at one of the last batch of things you loaded...
Now I'm reading this back and it sounds like I'm a HS lurker - I'm not..!! I'm just trying to say that those of us who are pushing the product to the edge should expect to push it *over* the edge sometimes. That's just the way it goes. I'm sure most people who only ever use the built in apps and sync to a vanilla Win98 PC will never have any problems.... but they're not the type of user who'll be here posting messages :-)

Hope you get your Visors up and running and sorry if haven't been much help...!

Registered: Jan 2000
Location:
Posts: 5

8itgr8, I have had the same problem with my VDX (almost the same config as you) I did this...
1. Deleted my HS profile
2. Used "backup buddy" to back up my apps and info.
3. did a hard reset.
4. restored my apps (like fubar had suggested 1 at a time)

Everthing works fine..... for now

Registered: Jan 2000
Location:
Posts: 9

Fubar and Beta Boy, thanks for the advice. The step I will probably take prior to this is to try and hotsync to my Daughter's newly acquired IMac. I will try it with the virgin Visor and then proceed with caution from there. Once I have my loaded Visor data backed up I will take your sound advice.

I'm not bummed with my Visor. Quite to the contrary I love it despite the problems. HS Unsupport though totally blows chunks! If they have a desire for long term survival they really need to get it in gear with their customer support. I am very hesistant to recommend the Visor to my colleauges who are currently all over me about it. I have already sold four for HS and could easily promote their product and likely sell them by the boat load.

If Apple comes out with a nice product, which if Steve Jobs has anything to do with it they will and if their other competitors (CE does not count as a competitor) can build a springboard product then HS better watch out. For $ 250 the Visor is a disposable to many users. Get a year out of it and buy the next product that comes along with superior functionality and quality customer support. HS needs to do something to support its customers or they won't have any to take care of.

An ounce of prevention is worth a pound of cure.

Registered: Jan 2000
Location:
Posts: 13

What might be informative is an unweighted poll (1 vote per VisorCentral registered member)

to get an accurate picture of customer satisfaction. This would put the squeaky wheels in

the proper light: Are there a lot of squeaky wheels or are the few squeaky wheels

exceptionally squeaky.
James Hromadka, is this within VisorCentral's scope? Is it value-added? Obviously there are ways to cheat such a system but maybe it would informative.

Dubloseven, I disagree: nonexistent customer support for any price product is unjustified. Everybody values different attributes differently: some emphasize cost, others support, etc. However, the differentiator among products' successes is often the company's customer service.

I do believe the number of problems to be unacceptably high but I attribute this to bugs in a new product: It's a 5-6 month old product from a 5-6 month old company. They need to clean up their act (and soon) but I expect a 5-6 month old company to have to clean up their act.


------------------
"No man is an iland...
And therefore never send to know for whom the bell tolls;
It tolls for thee."
--John Donne

Registered: Dec 1999
Location:
Posts: 46

I think a poll is a great idea...

What I would be interested in is a count of how many people here do not currently own Visors...and are in the midst of the decision making process.

I would also like to know to what extent their decisions are influenced by postings on this board.

My point, again, is this...if these posting cause some readers to opt out of buying a Visor...how much is this costing Handspring? All they have to do to get rid of all of the negativity...is open better channels of communication. I firmly believe you would see many complaints vanish...or they would be handled in such a way that negative word-of-mouth was not so widespread.

They are losing customers and cutting their own throats...and they don't even know it. Speak up HS...I think your product is great...defend it...and...if there are problems here and there...make it easier for your customers to reach you and solve those problems...regardless of fault....

Wise up!