Registered: Oct 1999
Location: Baltimore, MD, USA
Posts: 8

I'm sympathetic about the problems Handspring is having with order processing, customer service, etc. But, let's face it, it's been a total fiasco. And those of us who ordered early have been badly mistreated.

I'm not demanding anything, but it does seem like it would be nice if Handspring did something to thank us for patiently waiting through the problems. So I was wondering...

If Handspring were to give all the early orderers a free bonus, what would you like it to be?

a stylii pack?
a customized case?
a springboard? which one?
something else? something bigger? let's get creative.

Who knows? Maybe Handspring will hear about this and get the hint!




[This message has been edited by cdavisaction (edited 10-23-1999).]

Registered: Oct 1999
Location: Birmingham, AL
Posts: 103

I'd settle for a stylli, but they wouldn't do me much good till I get my Visor! Hmmm... wonder how they'd look with a palm??

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BC

Registered: Oct 1999
Location: Clinton, UT 84015
Posts: 71

Nope. I would take none of the above. Here's what I would want:

My order, shipped over night with no additional shipping charges. No sales tax, as I live outside CA (Utah). And the kicker... I would want it monday. That's all I want.



[This message has been edited by chipset (edited 10-23-1999).]

Registered: Sep 1999
Location: Nashville, Tennessee
Posts: 32

Definently stylii....

-charley

Registered: Oct 1999
Location: North Arlington, NJ USA
Posts: 22

Something reasonable, like the stylii 5-pack, would be fair, IMHO. Or maybe a really good 'trade in' offer when a future product is released.
LCM

Registered: Oct 1999
Location: NY, NY, USA
Posts: 155

Interesting, but keep in mind that the last time these two got together to sell a PDA, they distributed a freebie stylus to those who registered (BFD). This time around, there's clearly a good amount of us getting the high hard one. So expect (at best) a stylus or two. Not likely that they'd concede problems to the tune of $50 freebie cases or $100 modules. At best they might credit those of us who complain (wink wink) the shipping and handling costs along with a stylus or two.

Otherwise, though, if you even suggested a free module or case, my guess is they'd thank you for your patronage and offer a free stylus or two. If that wasn't enough, my guess is they'd send you a pre-paid return shipment box and thank you for your interest in Handspring.

Registered: Oct 1999
Location:
Posts: 187

Not paying sales tax for some of you out-of-staters may be out of the question, depending on where HS has "other" offices. That's a Franchise Tax Board call. If you are entitled to not pay tax, you are fortunate.

As for what is reasonable, here is a proposal:
Handspring needs to look and see the latest that anyone has ordered a Visor and has already had it shipped to them. Anyone with an earlier order date should get free overnight guaranteed shipment. This could be done no later than Monday. With a confirming call or email to let them know that the Visor will be there before noon on Tuesday.
Second, a free matching stylus (the good ones, not the standard plastic jobs) will then be mailed out to all those who Visors were delayed. I don't want them to put it in the box because I don't want ANYTHING to delay the overnight shipping of the Visor.

Of course, in order to do that, ALL shipping is stopped until the missed orders are shipped. What are we talking here? A few people willing to dig in and do some work. A few lost dollars in shipping and overtime. Sure beats a lot of lost dollars in Visor orders cancelled, bad press and word of mouth advertising.

Wadda ya say, folks? Would that help to satisfy you? If HS would do just that, would it help to restore you faith that they REALLY care?

Registered: Sep 1999
Location: Portland, OR
Posts: 61

A pack of premium stylii BUT only if they have a reset pin. I understand that the current generation of premium stylii do not have either the reset pin or the Phillips screwdriver as was discussed in an article on VisorCentral.

Registered: Oct 1999
Location:
Posts: 121

We should all demand this cool Handspring T-Shirt free. I'll wear it proudly!
http://www.despair.com/demotivators/andiscustshi.html

Registered: Sep 1999
Location: Hoboken, NJ, 07030
Posts: 105

I understand that there were some reset pin/spring board covers? How babout one of those and a stylus? Maybe a belt clip?

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Ordered VDlx Blue 1am Sept 15th
Not Yet received

Registered: Sep 1999
Location: Modesto, CA USA
Posts: 599

I'm likely to get blasted for this but...
If an individual ordered in Sept. and hasn't received their Visor then Express Shipping should be involved so that the Visor arrives before 10/29. - This resloves the issue of shipping by October.

Those ordered after Sept. should be shipped to arrive 4 weeks after the order date. That keeps to their comments/promises.

Now for putting up with the poor performance by CSR and Fulfillment....a free golf shirt or Tshirt or something of a similar nature would be a nice gesture. Quite frankly, Stylus choice is personal...I have never used any stylus that came from Palm...just doesn't fit my hand or style.

I know many people are disappointed in the quality of service from Handspring but almost all of their problems are by outside vendors. Handspring has about 16 employees (from another post) I'd bet that they did not key the handwritten database that is being used by the fulfillment center. That was CSR job.

There is probably one other thing that is causing some issues as well and that is many support companies might be consumed with getting Y2K compliant and can not dedicate the necessary resources to Handspring initial launch. I know of several companies that are still not Y2K compliant in their market and their resources are suffering as a result.

I for one am giving them some break. However, I do believe that the web site issue is definitely under Handspring's direct control and that should be fixed by now...and it isn't.

Registered: Sep 1999
Location:
Posts: 40

Seeing how I ordered on the 14th - and am still without my Visor, or Tracking #. . .
I'm not sure what it would take to calm my anger.
I guess I would go for a refund of the shipping charges, a free 5 pack of styli, and a personal appology from Jeff and Donna.

Registered: Sep 1999
Location: Rio Rancho, NM, USA
Posts: 129

I just thought of what I want as my 'freebie' and it wouldn't cost Handspring a cent!! Infact, it will give them money!!!

I WANT A GUARANTEED PART OF THE IPO!! Nothing much, just the right to buy a thousand or so shares...

'Hi Uncle Jeff and Aunt Donna!!' (Anyone else read Doonesbury?)

[This message has been edited by Nachtswerg (edited 10-23-1999).]

Registered: Sep 1999
Location: Urbana IL
Posts: 144

I'm glad you specified the option and not shares Nachtswerg...the way things have been going, I'm afraid about Handspring being around in a year...

Registered: Oct 1999
Location: Orlando, FL USA
Posts: 11

Since I ordered on Sept 14 and I have yet to see either a Visor or a tracking number, I'd like:

a) My Visor ASAP
b) A refund of shipping charges
c) A 5-pack of the styli would be nice, but (b) is more important to me

I'm really fed up with Handspring. It's not the wait time that has me so incensed; it's the lack of communication. In fact, I sent them a note yesterday. If I don't hear SOMETHING by next Wednesday I'm gonna cancel.

[This message has been edited by knolen (edited 10-23-1999).]

[This message has been edited by knolen (edited 10-23-1999).]

[This message has been edited by knolen (edited 10-23-1999).]

Registered: Oct 1999
Location: Livonia, MI USA
Posts: 14

I never really understood why a 4 - 6 week delivery period was promised. For those of us that ordered on line, I would have thought Handspring could have sent an E-Mail advising us of the problems they were experiencing and providing an option, leave the order intact and get a freebie or an opportunity to cancel.
HONESTY IS THE BEST POLICY!

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Registered: Sep 1999
Location: Pittsford,NY,USA
Posts: 223

I ordered on 9/14 and if I get it before this Tuesday (10/26) it will be on time. (Tuesday will be exactly six weeks.)

As far as I am concerned they have only broken one promise so far, email confirmations. (Breaking this promise caused everyone to call them multiple times, etc and probably is the major source of angst for most people. It didn't effect me though.)

I had one contact with them after my original order and that was by email (through the customer support link on the web site) and I got a response within just a few hours.

I am cautiously optimistic that I'll get my Visor on Monday. (I live in the Rochester NY area.)

-Eric

Registered: Oct 1999
Location: Baltimore, MD, USA
Posts: 8

Wow! Great responses--everything from stylii to stock options!

I'm glad to hear someone got a quick response from the email. I sent a message yesterday morning and have not gotten a reply. But, today's Saturday, so...

As for whether we should blame Handspring for the problems of a contractor - absolutely! I made an agreement with Handspring when I ordered, and it's their responsibility to deliver on their end of the deal. And if they can't (due to earthquakes or surprising demand or whatever) they should at least be able to give us an accurate picture of the problem and a plan for a solution. This is the worst corporate embarrasment since... what?... Bill Gates crashing Win98 during the big demo?

If they want me to become a repeat customer (or to consider investing,) they need to make up for this with some superlative customer service after I get my Visor. A free stylus would be a start, enclosed with a nice letter. It would be perfect if they could get everything sorted out and have this ready by the holidays. And some kind of deal at upgrade time would be very welcome, too.

So I guess it's not just stylii I'm looking for, but an overall strategy of customer service. Any ideas about this? Examples they could emulate?

And don't get me wrong, I'd love a free stylus. If you're listening, Jeff, I'd like an orange one!

[This message has been edited by cdavisaction (edited 10-23-1999).]

Registered: Sep 1999
Location: Reston, Va, USA
Posts: 41

I like the piece of IPO idea More realistically, a custom case would be nice or at least throw in my styli and extra cradle at n/c. Of course, since I was told 4-6 weeks, they're off the hook if the unit arrives before 11/15 as I ordered 10/1. But if the unit arrives so late that it ends up a Chanukka present from myself to myself rather than a b-day present then I want some restitution!

Registered: Oct 1999
Location: Virginia Beach, VA USA
Posts: 16

---->BEGIN RANT HERE<----

Where does anyone get off thinking that Handspring owes us anything but what was promised in our original transactions??? "I want a free custom monagrammed case because I had to wait on hold for exactly 108.5 minutes in order to re-re-reconfirm my original order." Not very fair.

Unless you've been the victim of multiple billings, received your visor late (IMPOSSIBLE - until Tuesday) or maybe if you were the person who got hung up on by the rude CSR - I don't think you deserve diddly. They never promised me they would take my impatience/paranoia induced confirmation phone calls on the first ring every time. (Although, within the first hour would be a definite PLUS <g> )

---->END RANT HERE<----



[This message has been edited by Mitch (edited 10-24-1999).]