Registered: Jan 2000
Location:
Posts: 1

Hello. I am an email agent for Handspring. We have added staff in the sales department, and this has had the effect of reducing hold times and delivery times. Plus, emails to the sales department are answered within a day. The customer support and tech divisions are also due to grow in a matter of weeks, which will alleviate the problems in those areas, as well. Handspring is a young company, and we are trying very hard to keep up with the demand for our product. I was made aware of this NG because someone emailed me the URL for the "chicken" thread. I would have responded to that post, but I wanted to start a new one. I know that I am going to be flamed for posting here, but I do want you all to know that some of us here at the company are aware of your concerns, and we do try to answer all the mail that comes in as quickly as possible. I have no idea what the executives are planning for Handspring, and I can only tell you that we are adding an other group of CS and tech agents very soon. Please consider that I am only an employee, and do not have all the answers.

Oh, and, by the way, I am no coward.

Tyler

Registered: Nov 1999
Location: Honolulu
Posts: 31

West Virginia? I thought Handspring was located in California?

Registered: Nov 1999
Location:
Posts: 39

Tyler.

Are you CS, sales, or tech support? When are you guys going to either internalize CS, get another sub-contractor, or hold the current CS company's feet to the fire? You've got guts for coming on this board, esp. with such a cranky invitation. Is this an official Handspring move, or just your initiative? What's an e-mail agent?

Just some stream-of-conciousness babbeling.

Joe

Registered: Jan 2000
Location:
Posts: 107

I don't know what to make of Tyler's comments. Is he for real? I agree with you, Mitchel - what's Tyler doing in West Virginia???

I've already added my two cents to the "chicken" thread. But if what Tyler says is true, I'll probably go with Visor instead of Palm.

Still skeptical.

Registered: Jan 2000
Location:
Posts: 30

Actually... when I called Handspring support (one of the 10000000000 times I've called) I talked with someone from West Virginia. (I could tell by the accent too )

Registered: Oct 1999
Location:
Posts: 84

He very well could be in WV, with Palm they number is in Illinios, but we are physically located in VA.

Registered: Oct 1999
Location: Kansas City, MO
Posts: 295

If this guy is a "Handspring email agent" why is there no email address in his profile?

This doesn't sound right to me. And the overall tone of the post is suspicious. I'm not buying into it.


<><

[This message has been edited by LanMan (edited 04-14-2000).]

Registered: Dec 1999
Location:
Posts: 10

This is a fake. No one in their right mind would post a comment regarding the actions of the company they are working for. This gentlemen doesn't and can't represent Handspring. In all forms of business the first thing the Executive team tells all the staff is never post to news groups, don't talk to the press and if you don't know the answer don't makeup an answer go to someone who knows and try and make the customer happy.

Sorry but this goes against all rules of business and with as smart as Donna and Jeff are they would never allow this to happen.

Registered: Jan 2000
Location:
Posts: 28

FYI:

I'm an undecided and have been sitting back absorbing everyone's opinions. I did find LynnBob's thread "Chicken" one of the most interesting and forwarded the following as a reply via the "Feedback" on the Handspring site on 1/26. Here was my message sent:

=============
FYI,

I think every one of your executives and support managers should pay attention to discussions on VisorCentral. In particular, I feel the thread started by member LynnBob "Hey Visor I'm calling you out..." is right on the money. I have NOT purchased for same reasons mentioned.

Here is URL to thread:
http://discussion.visorcentral.com/...TML/001296.html

======

However,I consider this an unofficial reply. I did NOT receive any reply and would like to see a press-release where they state any strives they are making in CS. The fact individual mentioned the specific thread I forwarded, leaves me to believe individuals are reading their CS feedback.

Pete

------------------

Registered: Nov 1999
Location: New Hampshire
Posts: 195

I emailed Donna Dubinsky and asked if she would comment on this thread. Her email auto-responder indicates that is away until 2/7.

Registered: Jan 2000
Location:
Posts: 28

Just an update for those whom may have been skeptical or thought this to be fake.

I had used Handsping's "feedback" option for another matter, and low and behold, I got an e-mail response the SAME DAY (Signed "Tyler" Handspring Sales Team).

Could this be the same Tyler I wonder? We may not see any official Handspring response here (As mentioned most companies do not comment on public boards). However, as long as they act on their "feedback" I'm satisfied.

Registered: Dec 1999
Location:
Posts: 46

Color me suspicious and cynical...

They're still not doing enough to combat their negative reputation...and people buy on perception...not reality...

Provide he really works for HS...it's still a pretty pathetic response...

I just want American-level customer service...not European-level customer service...

Registered: Feb 2000
Location:
Posts: 2

For what its worth, Tyler is a real person. I have had an E-mail dialog with him just before my CC was charged for my GVdx. (Orginal order placed 24 Nov., my wife received it 10 Feb. ) Based on his responses the Sales / Shipping contractor does not recognize all the USPS state abbreviations, 65 or so in all.
It seems, from his answers to my e-mail questions, that two things are wrong. 1) The shipping department does not know where the post office is and 2) the ordering/billing engine used by the Sales Dept only uses the 50 states + DC for legal states.

If he continues to read these forums maybe something will be done to improve CS and TS.