Registered: Dec 2001
Location:
Posts: 1

Handspring - What Customer Service?!

I cannot believe that Handspring is making such poor customer care decisions. They recently changed their return policy without notifying anyone.

They will no longer send a replacment in advance. Handspring sent me a defective Platinum (bad mic). I just bought a VisorPhone and discovered the defect. Handspring told me I had to send them my planner and they would send me a replacement. This effectively punishes me for buying my planner directly from them, by making me go phone and planner-less. They charge an extra $25 to get the old standard Handspring service. When I told them my wife was pregnant and I needed the VisorPhone in case she went into labor while I was away, they said they couldn't help me or make any exceptions!

They created another defect in the Platinum - the paint comes off, even with careful use. This makes the planner look ugly. Bad for me, worse for their PR. While Handspring is replacing my planner for he bad mic, they refuse to replace it with a black Platinum. They insist on replacing it with another gray Platinum with defective paint!

I don't know about Handspring these days. I know they need to be profitable. I think some of these decisions will make them less profitable. They encourage people to buy other handhelds or at least not to buy Virsors directly from Handspring. Great customer service used to be a reason I was proud to own a Handspring. Now their customer service is forcing me to consider switching handhelds. BTW, I was planning on upgrading my planner this month. Goodbye Handspring!

-Reed Smith

Registered: Nov 2000
Location: ???, Asia
Posts: 69

yeah, from what I've read about Handspring's business practices, lack of recent technical innovation, etc. my next upgrade may be to a Sony

Registered: Jul 2001
Location: Tucson, AZ
Posts: 366

quote:

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Originally posted by heed
yeah, from what I've read about Handspring's business practices, lack of recent technical innovation, etc. my next upgrade may be to a Sony

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__________________
Did you just go near a burning hot river of lava or are you just happy to see me?

Registered: Nov 2000
Location: ???, Asia
Posts: 69

really? I have some of their stuff...of course, never had to call their customer service b/c I've never had a problem with their products. Is their's bad also? Whose is the best? Maybe we should do one of those poll thingies.

Registered: Feb 2001
Location: Pullman, WA
Posts: 130

From what I've heard, there is no such thing as Sony customer service.

__________________
IYYAYAS

AMMO - Providing the enemy the opportunity to die for his country.

Registered: Jan 2002
Location:
Posts: 2

here is what happened to my this is what i sent hanspring

i placed a order for a refurbished visor platinum on the 12/29/01 and i kept checking and it was aways preparing order so this past thursday i called he said they were getting in a
shippment of the visors tommorrow and when they got them in they would ship mine,then i called again friday night he said it went out but the server didn't update till 11:00 tonight,ok so i checked the order status regularly saturday and sunday,still preparing order, I AM WHOLLY DISAPOINTED IN HANDSPRING. IF I ORDERED FROM AN ONLINE VENDER IT WOULD OF GOTTEN TO MY BY NOW!!!!!! who do i talk to to get some COMPENSATION for having to wait 8+ DAYS
and it still did not ship out!