Registered: Oct 1999
Location:
Posts: 121

Handspring question/lesson for Friday, the day of east coast reckoning:

I ordered Sept 14th and saw that massive shipments were made this Monday and phone lines were jammed. Should I have just assumed it would get to me on the east coast soon, and not call to make things worse?

No. I would have been a fool for Handspring.

I decided to call and was told that it should have already been shipped and was asked how far Virginia was from California! Maybe he was from Mexico or something. I told him he only needed to know that it was a week in UPS time and that I already knew that.

Anyhow, sensing I was still being misled, I asked for the dreaded tracking number (which is similar to asking Dracula if he has a cross that you could check out)

This request was met with "There's no way we can get that info for you." I knew other people who got tracking numbers so I pressed him for specifics. He crumbled under the pressure of having to sort through all the piles of paperwork (I don't think they use computers there) and said he'd have a supervisor call me back.

When I got the call back a few hours later I found out that my Visor was never shipped and would have shipped to the wrong address if it had. It's now supposed to ship next week.

The moral of the story for early ordering east coast fools is call and if you can't get anything specific, demand a supervisor. Only they know what's going on it seems.

Registered: Sep 1999
Location:
Posts: 43

Reganc, thanks for the advice! I had ordered early on Sep 14, and just assumed my Visor was on the way.
I called this morning, per your advice, and got through in less than 5 minutes. The CSR was very nice. She found my order and had all the information correct EXCEPT they had the bill to and ship to addresses reversed! That apparently was enough to cause it to be rejected for shipping. Consequently, I've been waiting for something that ain't coming, or at least wasn't until I called.

I'm going to scream this advice now, so I apologize in advance:

IF YOU ORDERED BY PHONE, CALL THE NEW ORDER STATUS NUMBER AND VERIFY THAT YOUR VISOR HAS SHIPPED!!!

The CSR told me that mine would be "in the next shipment," and said they would get it to me with priority shipping.
I'll see what a week from today brings.

[This message has been edited by skesler (edited 10-22-1999).]

Registered: Oct 1999
Location: Plantersville, TX, USA
Posts: 109

I was a bit worried about my order but had up until this morning gave them the benefit of the doubt (ordered on 9/29)...

Nevertheless, I called and they had the Billing name wrong...erg

The guy (Chris C) said that most likely the only thing he could do would be to reorder the whole thing... That sucks...I pre-ordered for a reason...

Has anyone had a similar problem where the solution kept you in the earlier shipping bracket? My 9/29 order is slated to ship Chris said, but will be denied due to the name and he says he cannot change it... bah

zen

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

So how long am I supposed to wait on this..oops, never mind. Only about 5 minutes on hold. Good since I'm paying for it.

Let's see.. finding my order now as we speak.
"Should get it by next week" isn't good enough considering I ordered on the 14th.

She said that some people were getting 2 instead of the one they should have, and it was something going wrong in the shipping department... anyone who ordered the first or second day is having this problem here and there... So she's doign something with it to make sure it gets sent out and my shipping is being changed to priority or whatever slow-ass ups calls it.

Again I urge everyone who ordered to call in to see what was going on. I may never have gotten it at all if I didn't call. At least the pay line has a little wait, which is good because I'll gladly pay $1 to actually get through instead of having to wait 2 hours on hold.

Registered: Sep 1999
Location: Kalamazoo, MI USA
Posts: 27

I hate to add to the negative information, but I strongly agree with checking on order status if you ordered by phone.

I have tried to remain optimitic and positive, and not add to call volume - but I finally relented and called 716-871-6442 this morning. CSR was friendly and tried to be helpful - she verified my order - AND -- it was wrong. She gave heavy sigh - was clearly unhappy that it was the case. I had ordered a second USB cradle w/ VD/blue. They had me down for a serial cradle.

I also got the "your not in the database so your order is at shipping" line. Ordered 9/28 or 9/29.

No credit card charge yet, but credit limit, available credit, and outstanding balance don't reconcile - but the amount of difference is three times the amount of my order (could be other charges by wife...).

Bottom line - it's too late to correct, and I'll have to call this number to get serial cradle returned and proper second USB cradle sent. Oh well - if that's the worst that happens, it will all work out in the end. At least I'll be able to get started and actually USE my Visor when it arrives - just won't have convenience of synching with both home and work computers.

- Rusty

Registered: Oct 1999
Location:
Posts: 121

Rusty,
If your info wasn't from a supervisor, it still may not be correct/shipped. Then again it may be on its way. Some others suggest calling UPS to see if Handspring/Logistix shipped anything to your zip code.

Zen,
I corrected my address and changed the color to Graphite (found out cobalt blue classy picture is really light toy blue Visor) so you should be able to change info as well.

Chris

P.S. You all deserve a break today. Use dialpad.com for free (yes free!) long distance speakerphone luvin. Don't tell non- Handspringers or the site will be jammed!

Registered: Sep 1999
Location: Redwood City, CA
Posts: 55

After 1 hour and 15 minutes on hold, I got through to a CSR via the 888 number. I told her I wanted to confirm my 9/15 order and she took down my information. Then she told me she might be able to call me back on Monday. I was a little shocked (but not really after reading these posts) and I asked her (very nicely) if there was anything she could tell me over the phone since I had waitied so long on hold. She put me on hold and came back with my info. I asked her to confirm everything. It was absolutely perfect until the last part - my credit card number. what was supposed to read '5491' she read '5419.' Transposed numbers have caused my demise. So the number has been corrected and she promised me that I should receive my visor in 10 days (she is going to express it to me which I had asked for in the first place). She also told me that two people have been assigned the task of calling all of the 'failed' credit card orders. They started yesterday. has anyone heard from them yet?