Registered: Oct 1999
Location: Overland Park, KS
Posts: 18

After lurking and reading the boards for over a year, I now have occassion to post some high praise of the Handspring customer service.

After ordering my Blue VDx the second day they were on sale and enduring the shipping fiascos that followed, I spent over a year as a happy and content Visor user. Then my Visor stopped synching, instead insisting that it couldn't connect to the desktop. I soft reset, I warm reset, I hard reset - all to no avail.

I figure that surely Microsoft is to blame, so after repeated restarts of my Windows 98 machine at the office doesn't work, I install the Palm Desktop at home on my iMac - still no dice.

I figure that it must be my cradle, so I borrow my wife's cradle (yes, we are a two Visor household), but still no luck.

I take the batteries out of the Visor for a day. Still no luck. I do a few more assorted resets. No dice.

I search around the boards here, but can't find anything quite like what I am seeing. I figure that before posting a desparate plea for help here, I'll try Handspring customer support. It is the day after Christmas, I am on hold a long time, and then . . .

An actual knowledgable person picks up the phone. We try about ten of the obvious things that I have already tried, and about ten not so obvious (at least to me) things that I hadn't tried - still nothing. He suggests that I try to install the software and synch with one more pc, and if that doesn't work to CALL BACK AND THEY WILL SHIP ME A NEW VISOR!!!!

I've had the thing over a year, so this is a bit of a surprise (I was expecting a kind but firm, "Gee, that is tough. Would you like to order a replacement while you are on the phone? May I suggest a Prism?"). But, after the attempt on another pc failed, I call back yesterday (Wednesday) afternoon. Now for the clincher:

MY NEW VISOR CAME TODAY! Handspring overnighted the replacement! It is beautiful and it works! I even got a better stylus in the deal, and they included new batteries (a little thing, I know, but I like it!)!

So, sorry about the length of this post, but after having an initially wretched opinion of Handspring's customer service due to The Great Shipping Fiasco of '99, I can now give the company a great vote of confidence.

Happy Holidays to all, and enjoy those Visors!

MITCooter