Registered: Sep 1999
Location:
Posts: 3

It's poor planning that any company would "Launch" a product without the ability to ship it to paying customers. Any company that takes orders and credit card info should be able to provide an order reference number at the very least. Handspring needs some lessons in customer satisfaction. I will not order a Visor until they are capable of shipping a product within 2 days of my initial order. That's the standard that most good companies adhere to.

Registered: Sep 1999
Location: Urbana IL
Posts: 144

Well, it is pretty silly to hold a company that is not yet selling their product to your 2 day ship window...if you don't wish to preorder, then that is your choice, but don't complain that they aren't shipping right away!

[note the _pre_ in _pre_order...]

Registered: Oct 1999
Location: Columbus, Ohio USA
Posts: 255

I think they took orders about a month too early. Maybe 2 weeks, but the infernal hype machine has gone nuts and if this were announced on October 1st (probably a working webpage then) things might have been a LOT better off than they are now, maybe even had an actual DATABASE for taking orders. Frankly, we would only have been waiting 2 weeks right now and that wouldn't be that bad at all. Don't seat me at the table if my server isn't going to talk to me for another hour.. I'd rather be standing and waiting for my seat.

Registered: Sep 1999
Location:
Posts: 179

I feel that Handspring is an excellent company who cares a great deal about their customers. Why? Because they have not promised one thing that they have not delivered on. Not one. They announced the Visor on Sept. 14th and started taking reserve orders that would be shipped in October. They have never given anyone a specific date or said "we'll have that to you in two days". No one has been charged for anything and its only a few days from being half way through the month so we still have possibly a few weeks before anything is shipped. Reserving a Visor only allowed you to be one of the first to get one and helped Handspring get a feel for how many would be desired. For a small company that is vital info and helps them keep costs to a minimum so the price is as low as possible for the consumer. If you've already ordered, then you knew the facts, so to complain is silly and not Handsprings fault. If you haven't ordered then you aren't involved enough to have any sort of gripe. Handspring never said you could have it in two days but I bet when things get underway (start of next year maybe) you could have one overnight if you wanted to pay the shipping.

If you really want a Visor then you'll wait if not there are plenty of Palms out there that you can get today.

Registered: Oct 1999
Location:
Posts: 22

Actually, Handsprung, I preordered mine with rush shipping, which they said would be overnight. I was told shipping was $6.95, but when I asked about other means, they said for $10 I could get it overnighted to me. I went for the $10 overnight option.

Registered: Oct 1999
Location: New York, NY, USA
Posts: 7

There are two things Handspring could have done, and either one of them would have drawn flames from segments in the community.

If Handspring waited, the speculation that funnels up due to delivery delays is amazing. Just read the myriad of articles about most Microsoft OS delays and the negative feedback received.

They decided to go forward and do the absolute best that they could. They made it clear that they were taking pre-order reservations for a ship date in mid/late October. Sure sales/tracking were chaotic, but considering what they were able to do without the full inrastructure in place is amazing. I've read little if anything about people who fell through the cracks... and considering that tens of thousands of people probably placed orders, that's an amazing feat.

The biggest gripe heard on these message boards is that it's taking too long. When I ordered mine (on the day of the announcement), I knew it would be "late October" so I have yet to have a decent reason to be dissatisfied. Am I impatient? Sure as hell I am, but I knew what I was getting into when I placed the order.

They had a schedule, and stuck to it, and willingly attempted to smooth over whatever they could to the best of their ability. If my order comes in mid November, then I'll be angry. Thus far, I am completely satisfied.

Registered: Sep 1999
Location:
Posts: 179

Yes, but is it really overnight when you don't know when they are going to ship it? Yes...$3 bucks more for overnight isn't a bad deal ... but you waited 4 weeks ... whats another day or two???

Registered: Sep 1999
Location: Schaumburg, IL
Posts: 151

I agree with you in most part Handsprung, though to say that if I haven't got skin in the game, I have no right to gripe perhaps goes a little far. Okay, perhaps not gripe, but I can critique their handling of this release and it's not been without some flaws.

Let's look at what most people are complaining about : Being in the dark.You yourself inferred this fact by stating that They have never given anyone a specific date or said "we'll have that to you in two days". No, but they did say two things:

1. You'll get a confirmation e-mail in a few days stating what you've ordered. Now only four weeks after many customers phoned in to be the first ones, do we find out that sorry, if you called in, we won't be sending you a confirmation of your order.

2. The Handspring web site will provide online order status and opportunities to change your order before it ships. This came up and then just as quickly came crashing back down. When will they get their storefront back up? Soon, we hope. But for those poor souls who now want to cancel their order, it appears that some of them are out of luck until it ships or unless they're willing to spend the time contacting their bankcard and setting a do not process on anything from Handspring. Why? Because some of the records appear to be missing in the online sales system.

And there is a third thing they really haven't done: Communicate much of anything to reassure the folks who made the leap to order the device, even once they were taking true orders.

Equally, with all the problems that they are having with their web site and their loose lipped CSRs, you would think they could come on to some of the Visor dedicated web sites and say, "We're sorry, we've run into some problems, we'll provide regular updates to these sites just so you know where things are at." Doing that would certainly build TONS of confidence that they care and plan on taking care of their customers. This is a relationship we're talking about here (if the amount of emotion flying around these bulletin boards doesn't demonstrate that, I don't know what will), not just a simple one-time transaction. They should start purusing the Dating 101 books to see the proper ways to treat a customer given that what they want is a LONG-TERM relationship and many people are VERY hesitant to commit right now.

And believe me, if Hawkins is going to run around saying that we will ship the devices in two weeks (from Oct 1st), then the first customers should expect to start seeing these things on their doorsteps by the fifteenth or at least one day later if folks paid for overnight shipping. Nobody forced him to promise that, so they should stick to their word.

Finally, you say that they haven't committed to any dates but I think Hawkins' statement on when they would ship basically does commit them to a very specific date. (That's tomorrow BTW.)

Anyway, that's my analysis of where they did bungle this release. I'm not saying that Handspring is a bad company (they're not or at least they haven't yet done anything sufficiently grievous to be labeled as much), but they have screwed up and need to start making up some ground here.


[This message has been edited by Jackal (edited 10-14-1999).]

Registered: Oct 1999
Location: Bel Air, MD
Posts: 41

Handsprung,
I realize that VisorCentral wants a good relationship with Handspring, but the obvious onesidedness of your comments is almost as bad as the comments made by Hip Hop and Solo for Palm.

No, Handspring has not broken any "Promises". They have although made statements to the media and to the public which are obviously incorrect. Most noteably statements made by both Mr. Hawkins and Mr. Bush reguarding shipping at Internet World where they stated that the Visor would ship "in two weeks" and "The visor will ship very soon". The ad on thier web site stating that if you sign up for an EMail Newsletter "You will be the first to know...", The blurb on thier web site that said "If you ordered by phone check your inbox next week for your confirmation EMail". Just the fact that they don't have any Press Releases about thier own product on thier web site newer than 9/16. All of these just show poor planning.

Don't get me wrong I am not against Handspring or the Visor. I have ordered my Visor back on 9/14, and I will wait anxiously for it to arrive. But, we shouldn't disregard or make excuses for the problems that they have had launching this product. The launch of the Visor was at best amaturish. I am sure everyone at Handspring has learned a valuable lesson from this launch and that the next great product they decide to launch will be planned much better.

As always
My Humble Opinion,
Bill

Registered: Sep 1999
Location: ME, USA
Posts: 46

Not to be overly harsh or anything, but that coincidentally happens to be the same thing the CSR said when I asked about overnight shipping: "Well, you've waited THIS long, what's a couple more days?"

The short answer is...it's a couple more days that: 1) a need that the product COULD be filling is not met and, 2) I COULD have been using a competitor's product if I had not chosen to keep my Visor order.

I'm not the overly impatient type, but it DOES leave a bad taste in your mouth when, after all of these problems -- that are perhaps normal and definitely understandable w/a startup -- you have someone say, "Well, why not wait a couple more days, what's the big deal?" I must say, if I weren't convinced that this product is better in the long run than the others, I would have cancelled my order right there and jumped on the ValueAmerica "bandwagon."

Well, mini-tirade over...

Still waiting patiently (after all, it's not late *yet*)

Chuck

Registered: Sep 1999
Location: Hong Kong
Posts: 200

It's bad planning. At least bad PR planning.

Visor is a hightech toy (like all PDAs) and aimed at gadget buyers which want their products NOW. Handspring choose to sell directly to the customer. By creating a demand and not be able to deliver at a specific time will create 'frictions' with those customers.

In my opinion they should have just annouced it without giving too many details, and for sure not accepting orders.

It's like meeting a cute girl which gives lots of 'hints' and leaves you alone horney as hell.

(sorry for the bad comparism - does it come close?)

Registered: Sep 1999
Location: Hong Kong
Posts: 200

swilder,

you said It's poor planning that any company would "Launch" a product without the ability to ship it

I can't agree. It's very common for companies to place ads for products which are in develpoment and are coming out a few month (or even years) later. Just to name a few:

1. Smart Car
2. BMW (new low end 'C-1' motorcycle)
3. Mercedes A-Series
4. Intel (all the time with all products)
5. AMD Athlon

The difference is that the make very clear that it's not available right now and don't take orders from end customers.

...at least everybody knows the product in all details... You can't blame HS for a too low profile!


[This message has been edited by HipHop (edited 10-14-1999).]

Registered: Sep 1999
Location:
Posts: 179

i tell you who i feel bad for is apple customers who ordered a g4. they were just told that they are going to get their system, finally but we are downgrading the processor and oh, by the way its still the same price.

Registered: Sep 1999
Location:
Posts: 13

You know, you people have too much free time on your hands--I'm guessing the Palm isn't for organizing your time as you have more than enough!

I don't think anyone should gripe until they fail to ship in October. If they hold to that promise, then I don't see a thing wrong with what they've done to-date.

However, if they do fail to ship in October, I will not be terribly surprised. I've seen too many projects (especially technology products) that are release-date-hyped and then fail to meet the deadline. This is *VERY* typical in the software industry; ie. Microsoft delays.

As I said, though, until they fail to meet the October shipping date we have nothing to hold them against.

Registered: Sep 1999
Location: Schaumburg, IL
Posts: 151

The day of deliverance has arrived. It's not the amorphous "October" date that we're talking about here.

On October 1st, in front of thousands of people at the PricewaterhouseCoopers 1999 Global Convergence Summit conference in New York, Jeff Hawkins said:

The Visor will ship in two weeks.

No one forced you to make this comment and your usual style has been to under promise and over deliver. Still, today is October 15th, it's been two weeks Mr. Hawkins. Is the Visor shipping today?

Registered: Oct 1999
Location:
Posts: 54

For the most part I agree with Bill, but I question whether or not they will learn anything from this experience. Technology companies have been around long enough for their to be ample casebook studies to fill a hundred "Start-ups 101" coursebooks. While no company can foresee every potential problem, those like Donna and Jeff who have their level of experience can make few excuses about these kinds of issues.

Their decision to announce their product and take pre-orders was based on wise marketing principles. They knew that potential customers would forego buying a Palm today in order to get the Visor's springboard next month, diverting possibly tens of thousands of customers they might have lost had they waited.

Those who are upset with Handspring's lackadaisical preparedness have every right to be. Jeff's comments (about shipping in two weeks) do indeed constitute a promise. Although he may not have realized the weight of his words, he should have. As for the CSR's, even if they are hired hands, it is ultimately Handspring's responsibility to provide them with the answers to questions they knew would be forthcoming.

I'm greatly anticipating the arrival of my Visor too, and I'm not jumping ship, yet. But the reality is that competition in this market is fierce, and if Handspring doesn't wise-up and address their customer's concerns, and fast, they will sabotage any future product release, and their reputations as well.

Registered: Sep 1999
Location: Marietta, Ohio USA
Posts: 92

Well said Zephyr.. I couldn't agree with you more. I have
started-up a company from scratch and as CEO, I was involved at all levels
(especially in the beginning) to make sure things went smoothly... many 15-16 hour days...
It is alot of work ! but... I would do it again if the opportunity presented itself.
Many of my first customers came to my company (like Handspring) because of
my professional reputation (working with me in the past, etc.). You can bet
I didn't let those people down ! I was true to my word ...

Registered: Sep 1999
Location: Salem, OR, USA
Posts: 91

Is the Visor shipping today?

Yes. By the way, that happened on September 29.

Registered: Oct 1999
Location: Atlanta, GA, USA
Posts: 56

Keep in mind that those commercials on tv selling miscellaneous doo-dads (but wait, there's more!). Guess why they have 6-8 weeks for shipping? Cause they aren't made yet....

So, nothing unusual here. Besides, I'd rather make sure they are correct and working before they ship.

Registered: Oct 1999
Location: Milwaukee, WI
Posts: 29

i have to add to the discussion about companies preselling items that are not available yet. if anyone wants to look at one company which it is happening to right now besides haindspring look at apple. apple started taking orders for their new g4 pro computers, a kick ass computer if there ever was one, over a month or so ago. then the taiwan earthquake happened and motorla told apple they would be able to get them enough g4 chips. this is with over 100,000 computers preordered. now apple is giving the option of downgrading to a slower mhz g4 in exchange for added ram, or some other add on, to get some of the inventory out to their anxious customers.

this kind of thing happens all the time, especially with technology because change is so quick these days. yes there are a few things that handspring should have done better, internal order conformation numbers to assist in looking up preorders for questioning customers and ect., but they are still shipping when they said... i just can't wait to get mine!