Registered: Dec 2000
Location:
Posts: 52

Harassment

The Prism is my first Handspring and this recent experience is causing me to look seriously at other Palm devices:

I sent this to Handspring today:


I am being HARASSED by your company and I am planning to take
this to the Attorney General and BBB for resolution.

A couple of weeks ago, I called about an 8 MB Module under warranty
having problems. They agreed to replace it.

A week later I received a call from FedEX requested an address
correction. Handspring sent the order to Inglewood Californial
because they wrote the zip code incorrectly. I gave them the correct
zip code. I don't understand how the zip code could have been
confused since I BOUGHT THE ITEM DIRECTLY FROM HANDSPRING and
your database should be correct. An hour later I got a second
call from FedEX and I told them the same thing and wondered how
they could not understand what I first told them.

I received the order on 7/3.

Saturday, 7/7/01, I receive a call from a woman reporting to be from
Handspring about a duplicate module that was shipped to me. I told
them the above and suggested they contact FedEX because the
second order might still be in California! She asked me to contact
them if I receive the second order. I told them I that I would but I
wouldn't be waiting around the house for the delivery. If it comes,
I will leave permission for them to leave it without a signature. She
agreed to that.

Less than 1 hour ago, Sunday, 7/8/01, I received ANOTHER call from
Handspring with the same request as they made yesterday. I asked
why am I being called everyday on the same thing. She said that I
will be called until they get the second order returned.

I told them that it is harassment and I will contact the Attorney General
to complain if this continues. (Heck, it is Sunday! They could have at
least waited until Monday!) She said -- "go ahead". I hung up.

This is ridiculous and I want to see that someone looks into this and
sends me a letter of apology. I do not want a form letter either.
If your company double shipped, that is YOUR problem, not mine.
You have no right to harass me this way. By law, I don't have to
return it but I was good enough to agree to it on Saturday. You
should at least have the courtesy to respect that at not harass
me on a Sunday afternoon!

If you think this note is limited to you, think again.

Last edited by Beryl on 07-08-2001 at 07:51 PM

Registered: Jan 2000
Location: Twin Cities, MN
Posts: 1683

Stuff like this makes me sick. Why can't companies understand that customers are important and that they should accomodate them?

They shipped you two modules. That's their fault. They should contact you once and ask you to return it. If you don't, well that's their problem and they should leave you alone.

Good luck with them.

__________________
We're all naked if you turn us inside out.
-David Byrne

Registered: May 2000
Location: St. Paul, MN
Posts: 1429

Do Mail laws apply to FedEx? What I mean is - do the same things that the mail has, whatever you get through the mail is yours - apply to Fedex?

I'm sorry to hear abotu your experience. That appears to be the worst one i've heard in a long long time. I wish you good luck!

__________________
-miradu

Registered: Oct 2000
Location:
Posts: 443

i don't understand why you would leave fedex a note saying to leave it without a sig. why don't you just leave a note saying you don't want it. and, if you're there when it comes, refuse to sign for it. won't fedex just ship it back then?

mc

Registered: Jan 2000
Location: Twin Cities, MN
Posts: 1683

Yea...for future reference, you can formally 'refuse' the package and they will ship it back for you.

__________________
We're all naked if you turn us inside out.
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Registered: Mar 2001
Location: Out of my skull, back in five minutes
Posts: 1435

Re: Harassment

quote:

---

Originally posted by Beryl
She said that I will be called until they get the second order returned.

---

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Registered: Dec 2000
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Posts: 52

quote:

---

Originally posted by mensachicken
why don't you just leave a note saying you don't want it. and, if you're there when it comes, refuse to sign for it. won't fedex just ship it back then?

---

Registered: Dec 2000
Location:
Posts: 22

From my experience w HS I can tell that as long as it is a standard problem, they have good procedures in place. However, anything that deviates just a little, they can not handle it anymore. Customer service (call center, I believe it is in UT and Asia) is not trained for that. That happens if you outsource customer service. I believe Compaq (or HP) learned their lesson the hard way and stopped doing that. It does not pay on the long run.

Registered: May 2000
Location: St. Paul, MN
Posts: 1429

They don't outsource their custemor service as far as I know. Custemor support is based in New York. The Repair center is in Tennese(sp), and their headquarters are in California. I figured all this out, by my expericen with cus. support.

__________________
-miradu

Registered: Jul 2001
Location: In the USA
Posts: 6

Let's be nice about it

I understand your position, who would want to be getting call after call after call, but at the same time lets not go over board just because of a mistake. Every time I've had a problem they have always been willing to help out. Not always to my advantage but I understand(most of the time).

Registered: Sep 2000
Location: Cascade, MD
Posts: 74

Some years ago I formally requested the discontinuation of a series of books from Time-Life. When they continued to ship - and to bill me,- I wrote a very simple note, stating that the law allows me to retain, withoout charge, any products sent to me after I have notified the company in question in writing. Guess what: no more books!

L.

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Registered: Jan 2000
Location: Twin Cities, MN
Posts: 1683

quote:

---

I understand your position, who would want to be getting call after call after call, but at the same time lets not go over board just because of a mistake.

---

__________________
We're all naked if you turn us inside out.
-David Byrne

Registered: Dec 2000
Location:
Posts: 52

Handspring sent a reply and it doesn't appear to be a form letter:

Thank you for sending your complaint to us. We take customer concerns
seriously and appreciate the time you have spent sending us your email.

Let us first apologize for the ill treatment you received from our Customer
Service representative, who, at the very least, should have been more polite
about the matter. Also, our sincere apologies for the continuing calls
concerning a misplacement of product that was in no way your fault. It
should have been logged the first time, but it looks like someone wasn't
doing their job right.

In the meantime, I hope our product is working well for you, and that it
continues to do so. We really do try to please our customers. If you have
further concerns or comments, please feel free to contact us via email or
call Customer Care at 1-888-565-9393.

Registered: Mar 2001
Location: Out of my skull, back in five minutes
Posts: 1435

Sounds pretty professional. They admitted they (or, at least, the employee) were wrong and apologized. Nice job Handspring.

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Registered: Jan 2000
Location: Twin Cities, MN
Posts: 1683

quote:

---

and apologized

---

__________________
We're all naked if you turn us inside out.
-David Byrne

Registered: Jul 2001
Location: In the USA
Posts: 6

Once again Handspring, thank you for being real people and not being a customer senseless company, two thumbs up!!!!!!!!!!