Registered: Sep 2001
Location:
Posts: 3

Buying a refurb please read...

Before buying a refurb read the copy of this complaint I sent to HANDSPRING. Granted it is my fault but being in a work environment you figure it would be able to handle the day to day stress of a workplace. I would like to hear your thoughts.

-------------------------COPY OF EMAIL-------------------
PLEASE FORWARD TO MANAGER OR EXECUTIVE

Hi I have had your product for less than a week, and got it because of all the great reviews I have heard from news sites and collegues, however, I am now very disappointed.

I bought a personal VISOR DELUXE for myself, as a replacement to my old tried and true Palm IIIxe, and as a evaluation version for deployment within my company in which I am the MIS Director.

It was going great and all the reviews I have heard where true. However, today, I was getting up from my office chair, my VISOR fell out hit the floor and the screen cracked this was not even a 2ft drop! My palm IIIxe has been through this situation numerous times as has my cellphone, they both lasted more than one drop. I then call to find out what I can do and I am told a screen replacement cost $85, granted the one I bought is refurbished but dropping it onto the floor and the screen cracking from less than 2 ft? I have made a sizable investment with a stowaway board, another USB cradle, and software, and now I feel as if I paid for an expensive paper weight since it does not work any longer.

Granted it was my fault that it slipped out of my pocket. However, I can not go on extolling the virtues of the the VISOR. I can recommend to my friends that it is a good product, but beware, it is easily broken and can not handle the rigors of office life. Being the MIS Director at my company I was in position to purchase several more for a new automated software solution I was developing, even though not a great deal, honestly, maybe 8-10, I was getting ready to move forward with that purchase. But in good faith I can not because of the unreliability of the product to survive in a typical office situation.

I apologize for not being able to recommend your product with high stars any longer. After being told on the phone that the only option I had was to get the screen replaced, I could have bought a new VISOR NEO for the price I'm paying would that product have held up to OFFICE LIFE?

Please have someone contact me if they have any questions in regard to my mood and/or dissatisfaction:

Sam Contapay
MIS Director
Hospitality Marketing Associates


I am totally dismayed and disillisuioned about your product now, and am now considering outfitting myself and my company with Palm equipment. It may not matter to you that I am part of a small company or I am only one person, but I find it ridiculous that dropping out of my pocket onto the office floor caused the screen to break! My Palm IIIxe never had that problem. I do not know if it is because of the quaility of a *REFURBISHED* product or if I was unlucky to get one that is so brittle, but I am truly DISAPPOINTED and DISILLOUSINED about the HANDSPRING line.

Wanting to be a faithful and longtime customer,

Samuel M Contapay

Registered: Aug 2001
Location:
Posts: 383

I keep my faceplate and slipcase on it to avoid such atrocities. Anyways I agree if it can't handle the stresses it may not be a good idea. I'd think an Edge would be more durable or another model that has a metal casing (I am not sure if any others got some). My deluxe has survived quite a few drops so maybe it was because it was refurbished? Well good luck.

Registered: Jan 2001
Location:
Posts: 118

Refurbished vs Original in strength

Well, having had to send my original (bought Compusa) back due to a faulty plastic front case putting stress on my digitizer and lcd, I would think that there are good and bad batches of the VDX series.

The only metal cased Handspring is the edge, but even so, if you dropped your Edge two feet and it hit on a corner, I would expect it to spider the display. Now if the *case* was on, and it was a flat fall, I would be *very* surprised if the screen got damaged.

I suspect I've been lucky, I've only had one or two scares, but I keep my VDX in a big padded daytimer type bag. And I always keep a snapcover over the face - I know the things are extremely easy to kill.

I would recommend at this point that you contact gethightech (No, I don't *work* or *shill* just a happy former customer) and price out a replacement screen for your PDA. Its not hard to replace, and its about half the cost of what Handspring wants to charge. Since they aren't probably going to make you happy, you may as well save some money. However, whatever warranty they gave you will instantly be gone the minute you replace your broken screen.

Best of luck!

Tucson Sailors

Registered: Jan 2000
Location: Twin Cities, MN
Posts: 1683

scontapay:

Yea, it's a bummer, but that's what cases were invented for. If you drop ANY PDA onto the floor, 1 out of 10 times it's going to bust. I've dropped mine maybe 5 times onto all sorts of surfaces (concrete, pacement, hardwood floors, etc...).

I was pretty lucky until #5. Then it smashed.

I thought the $85 for a replacement was more than fair. I don't think it's necessarily fair for you to complain to Handspring.

For the record, you shouldn't drop laptops, plates, radios, TVs, or anything else that has fragile parts and not be surprised if they break.

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Registered: Sep 2001
Location:
Posts: 3

Visor broken

Thanks for the reply, maybe then the Palm IIIxe was just a total suprise, but I know I have dropped that several times and from more than 3 ft onto concrete, and the screen never "spidered" (good term because that is exactly what happened). I have heard so many things about the VISOR and maybe the PALM was just using a plastic screen or what not, but it lasted and it lasted in a manufacturing environment.

I drop my cell phone all the time and it never breaks, and my laptop has hit the floor a couple of times from off of my bed (working late :-) ) it has never broken (TOSHIBA SATELLITE 3005), and knock on wood.

I guess I'll just take my medicine but I do feel very ripped off especially with the way my Palm IIIxe handled itself for all these years.

-Sam C

Registered: Sep 2001
Location:
Posts: 3

Plastic faceplate

The plastic face plate was on, sorry missed your post Techie2000. Planning on deploying these units as an extension of my automated software design, it worries me. I wasn't looking to get anything from Handspring. I basically took blame but wanted them to know what other type of PDAs I have used (and dropped :-) ) I have even droped my Compaq iPaq from a handheld position, it never shattered.

I guess mine hit the corner perfectly to get the spider effect, but it was a total shocker. I mean getting out of my office chair it comes out of my pocket, only a couple of feet high, if that, and it hits the floor. I expected to dust it off and continue using it but the screen was "spidered". I will look at www.gethighttech.com, thanks for the URL.

Registered: Jan 2000
Location: Twin Cities, MN
Posts: 1683

scontapay:

In particular, what kind of deployment are looking at for your handhelds?

Handhelds aren't ruggedized and you really need to look into good cases as part of the overall purchase. We've developed an application for the ag sector and have been recommending a handful of rugged cases for our users. While not 'rugged', our favorite has been the aquapac: http://www.aquapac.net/

Ideally, though, the handheld manufacturers will get around to developing a soft screen and casing the entire PDA in some sort of rubberized plastic. That'd be the best. I've always wondered why 'rugged' typically means 'heavier and harder'. You'd think 'lighter and software' would be a better mantra for making devices less prone to breaking.

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Registered: Oct 2000
Location: Aberdeen, SD
Posts: 2531

I know the VDX uses glass, whereas the prism and edge use something else. I'm not sure about the rest of the line-up.

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-Joshua
Abortion: Darwinism at its finest.

Registered: Oct 2000
Location: Here
Posts: 213

Get Insurance

There are 2 major problems with handhelds, drop-em or lose-em. I've cracked one before, it's a bummer but it's kind of where the technology is today. Most use similar screens. Sometimes when you drop it you're lucky, sometimes not. I suggest if you are fitting up a company with them, please get insurance for these two problems.

Registered: Oct 2000
Location: Here
Posts: 213

I don't feel that the complaint is justified to HandSpring, as it is unfortunate, you did drop the device.

Registered: Oct 2001
Location:
Posts: 1

As other people have said, its the luck of the drop. Less than 3 weeks into my ownership I dropped my VDX less the 2 inches as I was putting it into it's cradle. I was stunned to find that I had broken the screen. I have since dropped it from varying heights (not on purpose) up to 5 feet onto concrete. Each time I've opened the cover to find a fully functioning VDX.

Registered: Jan 2001
Location:
Posts: 118

Heavy Duty PDA's

Hmm -

just to throw this into the mix - the Psion company has for years made PDA's that were designed for hostile environments. I wonder if there is enough market share for Palm or Handspring or Handera to design a Palm OS pda/data collector that is designed to survive hostile enviroments, etc.

I know that Psion has made these for many years, and these are the type of things that they give to people doing inventory in stores, the UPS/Fedex delivery folks - and these people don't necessarily give their equipment TLC.

Any ideas folks? I know that my dream Palm OS pda for destructive environments would be similar form factor (a little larger would be acceptable) with a waterPROOF case, a extremely crack/break/scratch resistant lcd and digitizer, and a heavy rubberized case (so that it doesn't slip off of things) it would have to be a sealed unit with rechargable batteries and the sync port would have to follow the Palm three style with a closing door.

Any other suggestions?

Cheers

Tucson Sailors

Registered: Oct 2001
Location:
Posts: 3

Just wanted to elaborate a few more comments on the dropped VDX. First of all, a refurbished unit is just that, and we do not know the prior history / use / abuse of the owner. That being said, a refurbished unit, I would assume re-uses the "old" case and is outfitted with new internal components. If the original case integrity had been compromised, then its ability to survive a 2 foot drop would certainly be less than for a "new" unit.

But now for the physics behind the story. I work in a vibration / shock test lab where we actually test, e.g. drop products, and determine the g loads on the components instrumented with accelerometers. Our motto: "you make 'em, we break 'em" is appropriate for finding product weaknesses. Our friend Sam would be surprised to learn that, at even two feet, the peak response g's on the device could be in the range 500 to 800g's!!! Sam doesn't indicate whether his office has hard tile or carpet floors; I'll suspect it's tile. But it also depends on how the unit landed (face flate, edge, corner, etc.) The VDX is fairly well balanced with its cg (center of gravity)at approximately the geometric center. So it's likely the unit went down without end-over- end rotation, etc. Sam was "getting up from his chair"...did the open screen have a direct hit with the chair frame (assuming a wheeled office chair?). Lots of unknowns, yes, but consider the the response g's alone is enough to fail the delicate screen. Incidently, they do sell PDA "bumper cases" which will adequately protect the device in a fall. Similar to what is used in the military for ruggedized field use. Definitely something to look into.

Registered: Nov 2001
Location: Seattle, WA
Posts: 1

Unbreakable?

I just want to repeat what a few people have already said:

Get a good case and don't drop it!

I lost a Palm IIIx and just recently lost my VDx due to droppings, the Palm to a cement floor at Home Depot and the Visor to a gravel driveway (it hit on the corner). All of these products are very fragile and need to be treated with care.

If anyone knows of a good case that is not too larger (under 6" x 4") I would love to hear about it.

Oh, on the tough industrial style PDA Symbol makes one that we use for scanning and inventory purposes. They are about 7" x 4" but have a built in laser scanner. Just a thought.

Registered: Mar 2001
Location:
Posts: 45

What do you want, a rubber DLX?

I don't think the complaint is justified at all. You are stating that it is your fault for dropping it, which it is, but that the company should have made them stronger. That is possible, but you certainly would not be paying the same amount, and considering the rest of the posts here, I don't think that there is a PDA manufacturer that can guarantee that their product will survive a fall.

I have had great success with my VDLX, dropped it many a time and have been lucky in that the only real damage has been a cracked case corner. (near the mic, a common area of cracking/chipping.) I have had friends that have dropped their Palm/Visor from various heights onto various surfaces, and the only constant is that there is none. Luck of the roll, and it appears that you came up snake eyes.

Fellowes makes a rubber PDA bumper, I have one and it fits great. You have to remove it from the case to hotsync, or remove a cut-out and you can get access to a sync cable. The IR port is already cut-out for beaming. I mostly carry my Visor with its plastic cover on in Handsprings sport case. It attaches to the belt, and unlike the discontinued but still available belt clip, it doesn't add stress to the case and lead to pre-mature cracking. The visor has gone tumbling many a time in the sport case, and with nary a scratch. (knock on formica)

Or maybe, try carrying the Visor in another pocket?

sledgehammer

Registered: Mar 2001
Location: Nebraska- the Good life
Posts: 695

We are getting 8+ units for staff in a department here at work, and this is one of the issues we are addressing with them.

Luck is a huge factor. I have seen posts here and other places about how someone ownes a Brand X unit and it broke on the first fall, but their older Brand Z unit survived many falls. The problem of course, is the small sample pool. Drop a hundred each of each unit under indentical conditions and I bet the results would be almost identical.

I also doubt the metal-cased PDA's would be any more survivable - in fact, I bet the plastic case offers a bit of flexibility and shock absorbancy- bouncing where the metal case might dent.

I wish the manufacturer's would 'suspend' the screen a bit so the suspension cold absorb a bit of the shock, but I suppose it would be costly, add to the over-all size, and probably impede daily use at least a little.

I love my Fellowes Bumper Case- except that it is harder to carry casually in a pocket or pouch, but I also know that EVERYONE drops these things, and odds are that it will break one of those times!

Registered: Feb 2001
Location:
Posts: 99

Bad Luck

Ever see that video of the bridge that starts to sway out of control - just because a 20 mph wind was blowing across it - sympathetic vibrations - hit it just right...

I'm not saying your VDX cracked because of sympathetic vibrations - but it sounds like it had that one sweet spot...

Personally, I've had my VDX for two years - I think it's one of the most rugged pieces of electronics I own. I trow it in my pocket, with change, keys and other junk. Two years!! I never dreamed it'd last this long.

And drop it?! I've dropped it a dozen times or more - no case, no cover, nothing. 2 feet? Not even - I've dropped it from 3-4 feet. Accidentally tossed it in front of me - once it was ripped from my hand and flew across the room.

Just luck - it hasn't hit the ground that "special way" yet. And it sounds like you struck jackpot on the first shot.

If my VDX ever died on me, I'd buy another in a second - I wouldn't even get the Edge - as sexy as it is - because I already know that the VDX design is STURDY as anything! LOVE IT.

Registered: Nov 2001
Location: Sumner, WA
Posts: 70

Cases

I use a wheelchair and I tend to drop things a LOT! Can someone recommend a case that I can put my Visor in so that I don't break the screen? I've had it two days, it's hit the carpeted floor 3 times (two times my idiot dog knocked the TV tray slightly), and it's been fine, but I don't want to go tempting fate. I'll be buying the extended warrenty for the 1 time screen replacement soon, but I hope to not ever need it.

Dana

Registered: Oct 2000
Location: Aberdeen, SD
Posts: 2531

Re: Cases

quote:

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Originally posted by DanaWheels
...Can someone recommend a case that I can put my Visor in so that I don't break the screen? ...

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-Joshua
Abortion: Darwinism at its finest.

Registered: Jun 2000
Location: South Lake, FL
Posts: 103

Re: Cases

quote:

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Originally posted by DanaWheels
Can someone recommend a case that I can put my Visor in so that I don't break the screen

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