Registered: Oct 2001
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Handspring quietly announces new technical support policy

In a move that follows others in the industry, Handspring has announced that it will soon charge $19.95 for support calls after 90 days of ownership.

http://www.visorcentral.com/content/Stories/1301-1.htm

Registered: Jan 2000
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How do they work this?

The call is free if it's a warranty call? So how do they work this, they take your CC# regardless and then don't charge it? What if you don't use credit cards? You're out of luck, and can't get any support for your Visor at all?

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Registered: May 2000
Location: St. Paul, MN
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AFAIK Handspring has always taken your credit card number when you get a replacement, so that they are gaurenteed their money back, - IE you ship the broken visor back within 30 days, or get charged the price of the broken Visor (as I remember)

And a lot of other companies do the same thing..

Hewlett-Packard support will take your credit card number before they ask anything,and than go on to ask questions... I remember once we were told to call back the next day (free of charge), they took my dads credit card number, and than didn't charge it after we gave them our case number...

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-miradu

Registered: Jan 2000
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quote:

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Originally posted by miradu2000
AFAIK Handspring has always taken your credit card number when you get a replacement, so that they are gaurenteed their money back

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Registered: Jul 2000
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Posts: 3034

Re: How do they work this?

quote:

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Originally posted by argent
The call is free if it's a warranty call? So how do they work this, they take your CC# regardless and then don't charge it? What if you don't use credit cards? You're out of luck, and can't get any support for your Visor at all?

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That sums it up. They're becoming Microsoft now.

Registered: Jan 2000
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Re: Re: How do they work this?

quote:

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Originally posted by Toby
That sums it up. They're becoming Microsoft now.

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Registered: Oct 2000
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Re: Re: Re: How do they work this?

quote:

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Originally posted by argent
That's harsh. :->

No, really, I am interested in the answer to my question. I'd like to know if there's any point in my calling them at all, now.

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

Well...I doubt very much that my next PDA will be a Handspring product now...

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Registered: Oct 2000
Location: Aberdeen, SD
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Well, I cracked my prisms screen. It's $125 to replace them now. Might want to double check on the cost for the deluxe et. all.

quote:

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Originally posted by homer
Well...I doubt very much that my next PDA will be a Handspring product now...

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Registered: Feb 2001
Location: Them Twin Cities
Posts: 1758

Oh, give me a break. Palm already did this. It's just the cost of doing business these days. Boycotting a company just because it's tech support policies match those of other companies instead of going above and beyond is a little petty.

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Registered: Aug 2001
Location: Los Angeles, CA
Posts: 58

That's all well and good;

They can't very well tell you "That'll be 19.95, can I have your credit card number now please?" at the end of the call, or everyone would hang up.

Most companies charge for tech support after a fixed period like 90 days... what concerns me are the tech support reps that work for every company that listen to you describe your problem, tap a few keys, and then say, "Uh, just do a soft reset / power cycle your cable modem / unplug the cable box for 1/2 an hour, and that should take care of the problem. If it doesn't then you can give us another call." You know the ones.

And what's the deal with screen replacements? Since those aren't covered by warranty, am I paying $20 to talk to somebody on the phone and then another $85-$100 to replace the screen? I'm glad my Prism is insured.

People not being able to get tech support without a CC# is a concern too... hopefully they'll institute a check by phone option too.

Of course nobody's thrilled about paying for tech support, but Handspring has got to stop bleeding money and this is one way they can do it.

At least they'll still give you the first 90 days free - most grave problems with a new Visor ought to show up within that time frame.

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Registered: Oct 2000
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quote:

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Originally posted by dietrichbohn
Oh, give me a break. Palm already did this. It's just the cost of doing business these days. Boycotting a company just because it's tech support policies match those of other companies instead of going above and beyond is a little petty.

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Abortion: Darwinism at its finest.

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

quote:

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Boycotting a company just because it's tech support policies match those of other companies instead of going above and beyond is a little petty.

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Registered: Jul 2000
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Re: Re: Re: How do they work this?

quote:

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Originally posted by argent
That's harsh. :->

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Registered: Jul 2000
Location:
Posts: 3034

quote:

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Originally posted by miradu2000
AFAIK Handspring has always taken your credit card number when you get a replacement, so that they are gaurenteed their money back, - IE you ship the broken visor back within 30 days, or get charged the price of the broken Visor (as I remember)

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Registered: Jan 2000
Location:
Posts: 391

Missed this earlier:

quote:

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Originally posted by miradu2000
Hewlett-Packard support will take your credit card number before they ask anything,and than go on to ask questions...

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Registered: May 2000
Location: St. Paul, MN
Posts: 1429

hmm the Pavilion Custumor support number about well in early 1997 or late 96

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-miradu

Registered: Feb 2001
Location: Them Twin Cities
Posts: 1758

quote:

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Originally posted by dick-richardson

My problem isn't with their phone-sex initiative. It's paying $125 for a refurb prism. I don't deal with their tech support to begin with.

I do have to say that I would be pissed if I went through every technical support option on their website, called the 888 number to arrange for a repair, was told I needed to talk to tech support - a long distance call to begin with, to be told by them that it was going to cost $20 unless it really didn't work, to then have to call the 888 number again. What if it's a problem with an edge and the digitizer fixies itself temporarily? Now I pay tech support $20 and have to keep my faulty unit?

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Registered: Feb 2001
Location: Them Twin Cities
Posts: 1758

quote:

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Originally posted by homer
Asking companies to stand behind their products is being petty?

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I think they ARE supporting their product.. maybe I'm just not angry b/c the only reason I've ever called is to demand a replacement...

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Registered: Feb 2000
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Profits

quote:

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Originally posted by dietrichbohn
Oh, give me a break. Palm already did this. It's just the cost of doing business these days. Boycotting a company just because it's tech support policies match those of other companies instead of going above and beyond is a little petty.

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