Registered: Jul 2000
Location: Mesa, AZ USA
Posts: 50

After following the instructions of the technical support conversation I had this morning, and have the exact same result, I called technical support tonight at 5:40pm MST.

After reporting the results, I was told by the support person that Handspring has identified that ALL Prisms have this problem. They have no current fix. And they don't know when they will have a fix.

He then asked if I wanted them to send out a replacement unit. I asked what the point to that would be if all of the units have the same problem. I didn't get much of a reply.

I asked if they had started a list of people who have these products already so they could contact them as soon as they have a fix, he then asked for my email address.

I asked that if Handspring knew these units were all defective, if they were continuing to sell them, he told me they were still shipping units.

I find that really hard to believe... Shipping a known defective product without ANY notification that they know they have a problem.

I asked why there was NOTHING on their web page that states that there is a problem and they know about it, his response was that they had been asking headquarters to post something, apparently it is not important enough to tell potential consumers and existing consumers that there is a problem and that they are working on it.

I asked to talk to a supervisor but was told after being on hold for more than 3 more minutes (my cost of course) that they were all in a meeting. He said that I could send an email message to [email protected] and they would reply to is promptly.

At this point, I have a $509 (I bought a backup module too) Prism that does looks neat, is functional for some things but can't be used for data input as required. I don't know when there may be a fix, I see no point in having them send a replacement if they know they all have the same problem etc...

I have no idea if this will be a quick fix or take a long time etc... I feel like a beta tester, except the unit is apparently in Alpha test stage if this problem is so widespread.

I resent that fact that I called support this morning and had the gall to infer that the problem was most likely caused by 3rd party software...

Maybe I will hear something more positive with their support email, though my request for assistance using their web online reporting thing has yet to result in a reply.

One, not to happy camper.

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Kevin Reed
TNET Services
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Registered: Oct 2000
Location: Arlington, TX
Posts: 334

My Prism does not have a problem with grafitti. It is a boxter unit.

Rick

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Rick

www.visorsolutions.com

Registered: Sep 1999
Location: at work...
Posts: 736

My Prism has also had no noticable grafitti problems. It's also a 'BOXSTER' unit, if this makes any difference.

Registered: Jul 2000
Location: Plant City, FL
Posts: 385

I too have a Prism that works perfectly. Don't know if it's a "Boxter" unit ... pulled it out of the packaging way too fast to notice I will check when I get back to the office Monday.

I have no problems with grafitti or digitizer accuracy. When I use the grafitti training app, all pen strokes appear exactly as I made them. Likewise, when using Klondike (as was mentioned in the other thread), I have no trouble getting a dragged card to hold perfectly still.

Just as I wouldn't put too much stock in the word of a low-level tech support person who says that "we haven't heard of that problem", I'd be no more likely to believe one who says "they all do that". Obviously from what's been reported here, many Prisms have the problem, but there is also a percentage that don't. As long as Handspring is willing to send out replacements, I think I'd keep trying to get a good one. At the very least, the expense of everyone doing that repeatedly is the one guaranteed way to move finding a fix to the top of management's priority list. Just my $0.02.

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<ul><li>Dave Kessler<br>President - Kopsis, Inc.</li></ul>

Registered: Jan 2000
Location: Berkeley, CA
Posts: 25

I'm using a Palm IIIc WriteRight on my Prism and it seems to be working perfectly. A perhaps obvious tip when setting the digitizer: try to hold the stylus as perpendicular to the Prism as possible when tapping the screen, as it decreases the chance you'll land in between pixels.

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Leshrac
[email protected]
http://www.MagicTraders.com

Registered: Jun 2000
Location:
Posts: 594

Just to ensure completeness (not that it excuses imperfect Graffiti or that anyone who posted thus far might not have thought of the following options):
I've not noticed whether the internal soft kbyd. is also problematic due to the Prism's digitizer.
But of course there are a few other 3rd pty. kybds.
Fitaly (which is a hack, so may perform better), of course 1st comes to mind.
But there are others, too.

I think all of us feel for you, though, for a hefty yet imperfect purchase.
I'm a big HS fan, but they need to get on this right away. Esp. for $449.
We expect Compaq to screw their iPaq users for $499 with a slew of quality control issues, but not this.

Registered: Oct 2000
Location:
Posts: 13

My Prism had no graffiti problems.

Not to imply that some units *don't* have problems, but mine didn't. Until I shipped it back to Handspring (for other reasons entirely) I was getting 100% accuracy writing quite quickly...and I hadn't used graffiti for two years.

Hope you folks can get this problem sorted out. What a pain!

Registered: Nov 2000
Location:
Posts: 61

I don't see any problems..

Just want to add my name in defence of Handspring. Maybe some units are defective, but alot aren't. I don't know the percentages, but I love my Prism, it's the best bang for buck computing device I've ever bought. I hope some people would think a few times before sending a device back: I used to put a strip of Scotch tape on the graphity area on my Deluxe, and I'm doing that soon on the Prism, but I felt this really helps with accuracy, and it gives the surface some texture, which keeps the tip from sliding around the graphitti area.

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Once in a while you get shown
the light....

Registered: Oct 1999
Location: Mililani, HI, USA
Posts: 256

bad boxter

My first unit was a Boxter...and it was bad....the second one was not a Boxter...and it was worse.

One day ago, before I read this thread, I decided to return the Prism and have ordered (and already received) a Platinum. After two bad eggs, and a $450 price tag, I'm not willing to go through a forseeably lengthy beta test phase with RMA after RMA of graffiti madness. Maybe I might have lucked out with a third replacement...but maybe I might not have. Like many of you, I depend on this thing day in and out and can't be spending the hours each week transfering data and closely monitoring my screen inputs to make sure that the unit works only as it's supposed to.

I love the color screen...I could hardly part with it. But after just ten minutes with the Platinum, I could tell the difference, and it was easy for me to sacrifice color for speed and quality (and--most definitely--price).

For those of you who have flawless Prisms, I envy you...enjoy those 65,000 colors. As for me--this is not a slam against Handspring--I'll buy a color unit after their quality control is no longer an issue and when (or if) they release something with more than 160x160, flash ROM, and a real speaker. Now that's worth $450! Seriously!

This doesn't flow logically, but this whole exercise has made me realize that color is still not worth $450, and if that's as low as they can sell it with reasonable profits, then it's too expensive.

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

Does anyone think it would be a good idea to start a new thread so that everyone that actually has a prism can 'check in' and state whether theirs works, how many they've had, when/where they bought it, etc.? Then, maybe we can figure out what percentage of the units are defective, and try to help HS figure this out. Maybe all of the defective prisms are being discussed but only a handful of the non defective?

This is important to me: I live in Asia, have bought a unit and received it at my US address, and have a friend bringing it to me here. I'd like to know my chances of it being defective since it will probably be a pain to exchange for a new one.

Registered: Feb 2000
Location:
Posts: 1571

Do you have the tech agent's name?

I don't think that tech agent knew what he was talking about. The Prism that I have right now works flawlessly, as does almost all of those around the office.

Its a good thing he didn't put his supervisor on the phone...he probably would have been fired.

Registered: Jul 2000
Location: Mesa, AZ USA
Posts: 50

Clarification...

My unit was not a "Boxter" unit. It came in a package with a label holding it closed with the serial number on it.
FWIW S/N: AEBEB04131199...

I have been a DLX user since about April and can quickly tell the difference in Graffiti, tis a black and white (pun intenteded) issue and easy to duplicate and test.

I didn't say that all Prism's had defective Graffiti's... should have put the title in quotes...
The tech support guy did after apparently a long (seems long when you are on the phone, about 5-7 minutes) consultation with a supervisor whom a couple minutes later when I asked if I could talk to them, was no longer available because they were all "in a meeting"...

Maybe he meant all current shipping ones...??

I have no grudges against Handspring, I just think they are handling this problem wrong.

I personally don't think that every Prism made has this problem otherwise I don't think they would have ever released the product.

I still have received NO replies to any of the email sent regarding this issue to support, including the one last night where I was assured I would get a call back.

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Kevin Reed
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Registered: Nov 2000
Location: New York City
Posts: 76

For what it's worth...

I am a newbie and not yet (but hopefully soon to be) a Prism owner. However, I am a long-time Palm/Pilot user, and I thought the following info might at least provide a hint to the cause of the problem.

The symptoms described here sound a lot like the infamous "tap bug" problem that once plagued PalmPilot Personal and Professional users long long ago (like 1998 ). Grafitti recognition would deteriorate to near useless, and programs like TealEcho would show stray marks jumping across the screen, as would drawing programs. After much wringing of hands and gnashing of teeth on various discussion fora, various causes and solutions were put forward. Some of the web pages discussing this issue are still available (links below). I thought this info might give a hint as to the problem on the Prism, and perhaps someone more technically minded than I can use it to find a solution. I don't know that the Prism has the same problem, so I'm offering this for what it's worth, and hope that it's somehow useful (and that the problem will be solved by the time my Prism arrives ).

http://www.geocities.com/SiliconVal...54/tapbuga.html

http://web.idirect.com/~garyduke/pilot/

http://www.fitaly.com/board/fitalyfaq/posts/40.html

Registered: Jul 2000
Location: Mesa, AZ USA
Posts: 50

Email Response from Support

Message just received from
SamOrp <[email protected]>

Responding to my inquiry about the apparent problems with Prism's Graffiti..

"Thank you for your email. We are aware of the Prisms poor graffiti recognition. At this time there is no patch to fix this problem. You are invited to keep yourself informed of developments at Handspring by subscribing to Handspring's Newsletter at http://www.handspring.com .

Thank you,
Handspring Technical Support"

There is nothing on their web page regarding this issue... Yet. And no Newsletter has been sent identifying this problem.

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Kevin Reed
TNET Services
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Registered: Oct 2000
Location:
Posts: 16

Pardon my ignorance...what the heck is a "boxter" unit??!!

Registered: Jul 2000
Location: Mesa, AZ USA
Posts: 50

quote:

---

Originally posted by jlloydjunior
Pardon my ignorance...what the heck is a "boxter" unit??!!

---

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Kevin Reed
TNET Services
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Registered: Oct 2000
Location:
Posts: 16

Thanks for clearing that up for me, krelvin. Now that I think about it, I believe the first Prism I received had that "Boxter" label. And that unit wouldn't charge...so I'll never know if that one was free of graffiti problems or not.

My current unit seems to be OK on the text side of the graffiti area, but the numeric input side sometimes acts like it doesn't realize I'm writing...like it's asleep and only wakes up after a couple of strokes. Anyone else notice graffiti problems that are confined to one side or the other?

Registered: Jul 2000
Location: New York, NY
Posts: 6

jlloydjunior-

I have a Boxster unit. I am also waiting for my replacement unit. To answer your question, my main graffiti problem seems to be with the numeric area. I cannot for the life of me seem to be able to write a "6" or a "0" properly.

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JNGold
Visor Prism

Registered: Oct 2000
Location:
Posts: 16

Well, my graffiti problem seems to be getting worse, so I've made the decision to return my current Prism for yet another one--my 4th in less than 1 month! (BTW, they tell me it will be 5-10 days because the Prism is a new unit and so popular! Couldn't be because everyone is returning theirs, could it?!).

My graffiti problem seems to be concentrated on the numeric input side--can't get it to read my "4" . Unless I make a very slow exaggerated "L", all I get most times is a forward space. And my attempts at 1's get read as periods half the time.

FYI, the label on my bubble wrap for this unit said "English Blue". What's that...I thought the Prism color was Cobalt ;-)

Registered: Nov 2000
Location:
Posts: 4

My Prism also has VERY poor graffiti. Looking at the number of posts in this thread it seems at least 50% have this problem! Looking forward to Handspring's fix/recall

This is a very serious problem. I have had Palm Pilots and Visors since 96 and I really like the other features of my Prism but if the graffiti issue can't be resolved I'd rather go back to my Palm V. Grafitti is really the defining thing for PDAs: flick it on, jot something down and throw it back in the pocket during a 20 second elevator ride. If I can't do that I might as well get myself a Sony Vaio Picturebook and get tons of MM features...