Registered: Oct 1999
Location: Buffalo NY
Posts: 40

Right on Nitpicking! That mirrors my feeling exactly. Handspring's damage control team seemed to be MIA as well.

Let's have a little more sympathy for the CSRs and a little less "tsk-tsk"ing!

[This message has been edited by JAK (edited 10-21-1999).]

Registered: Oct 1999
Location:
Posts: 22

Another couple of notes on UPS:

1) If the shipment is via ground to a residential address, delivery date is not guaranteed. However, ground to a business address has a guaranteed delivery date which may or may not coincide with the online time in transit information (I have had this happen before...says five days, takes 8, but they planned it, so UPS won't do anything about it since the shipping UPS center says it would take 8 days).

2) No one between the city it departs and the city it is destined to arrive in is required to scan the package for tracking information. Most do, but they don't have to.

My two cents worth.

Registered: Oct 1999
Location: Philadelphia
Posts: 242

As I sit here, I have been hold on for 1 hour and twenty-four minutes. I just finished the odd Cnet article on Visor Central's home page in which the cheery (but highly deluded?) author reports that Handspring has a handle on call issues and he called twice with virtually no hold time.

That sure sounds like drug induced hallucination to me.

------------------
Visit the E-Zine on WINE AND ITS Bulletin Board at http:///marksquires.com

Registered: Sep 1999
Location: Marietta, Ohio USA
Posts: 92

From Ohio, I ordered Blue VD on 9/24.. I call HS a week ago
to change CC numbers.... I have heard nothing..
Had a bad feeling.. I called them today....
on hold only 1 hour 45 mins..... Nash told me that NEW
CC info from a week ago was NOT put in system...
she took my new Info.. told me to ask for Barrie
next time.... She said I should see the Visor
next week.. Hell I am in Calif. next week..
might as well stop by in Fremont and get my Visor
from the loading dock..

Registered: Oct 1999
Location:
Posts: 187

After a 4 hour and 47 minute hold, I finally talked to a CSR, who told me that everything about my order looked just fine, but it hasn't shipped and he doesn't know why. He had all of my information, and all of it was correct. He said that since it hadn't been 6 weeks, and the anticipated shipping was announced at 4-6 weeks, there was nothing that could be done. I asked to talk to a supervisor, and he told me that there was no supervisor available. He also stated that everyone was in training because so many new people had been hired to expand the call center (good news).
Also, beware of the "Customer Care" number. He told me that they simply another department within his call center.
After demanding that I get a guaranteed Visor on a truck today, for delivery tomorrow, he said that he would expent that I should see it "within a week".
To his credit, he was apologetic and quite civil throughout our conversation.
Bottom line...The CSR's have no clue as to IF your Visor has been shipped - Only a guess as to when it SHOULD have shipped. Don't believe any CSR who tells you that your order has shipped. They have no access to any shipping information and no way to contact the shipping department.
FIFO? That was a myth!


[This message has been edited by staad (edited 10-21-1999).]

Registered: Oct 1999
Location: Buffalo NY
Posts: 40

Man, have they got a funky phone system. I called again to verify all the info on the order I placed via the Web on 10/6.

I called four times in a half hour period; each time I got the announcement, maybe a minute of music, then a fast busy signal.

I hit redial, got three rings, and right in to a CSR - less than a minute!

Anyway, Noni the CSR (very polite I might add) verified all the info I had input - it was all correct! And she indicated to expect delivery within the next two weeks. That meets my expectation at this point, so I'm done calling. I check for the ping on my credit card though...

Registered: Sep 1999
Location: Burlington, VT, USA
Posts: 127

Well, add me to the "aargh" list.

I called Sunday, said I wanted to check on my order that I'd put in on Day 1, and they said my Visor Deluxe shipped to me last Friday.

But I'd still not seen a charge on my debit card. So today I used the UPS tracking technique mentioned in another topic here and found nothing had been sent to my ZIP code from Handspring's shipper last Friday.

So I called Handspring. First try on the 800 number, an hour of hold before I gave up and went to lunch. Second try, held for about 5 minutes before deciding to try the toll number. They picked up on the third ring.

A very helpful rep checked my order and couldn't find it in the system. AARGH. So she took my order info again and put it through, and (because I'd originally ordered Day 1) they'd rush it so I should have it within 10 days.

So, hopefully I'll have my Visor Deluxe in a bit over a week. Either the guy last Sunday just assumed mine went out since I'd ordered Day 1, or I'll have *two* Visor Deluxes soon...

I'm not embittered towards Handspring because of all of this -- the company didn't intend for their ordering system to get totally screwed up. But I'll certainly be glad when they have a nice, trackable electronic ordering system up on their site.

I've been lucky enough to play with a preproduction Visor for an article I'm doing, and I really dig the unit (convinced me to sell my Palm IIIx...).

Registered: Oct 1999
Location:
Posts: 121

This says it all...

When I ordered: Sept 14
Arrived: No. They say now that it never even shipped but should hopefully get it "sometime soon" when the next lot is sent out since my color is no longer readily available.


When someone else ordered: Oct 15
Arrived : 10/21
Location: Rio Rancho, NM
Shipping: Standard ($6.95)
Ordered: By phone

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

Since my delivery information was used by reganc...

Where are you located, reganc? Given the way deliveries have been going, it looks to be that the trucks are REALLy going from West to East.

Y'know, were we all this impatient before the internet?

Registered: Oct 1999
Location:
Posts: 121

I'm in Virginia, but mine wasn't a slow delivery. My Visor never even shipped at all and may have never shipped if I didn't call them yesterday.

See this thread:
http://www.visorcentral.com/visor/d...TML/000554.html