Registered: Sep 1999
Location: Portland, OR
Posts: 61

Placed an order for a Visor Deluxe & 8 MB module on 9/14. Added a serial cradle to the order about a week later and requested priority shipping.
Credit card was charged on 10/16 (for an extra $40, but that another story!).
Customer service tells me (on 10/19) that my package shipped as a priority shipment on 10/16.
In response to my call yesterday (10/20) I get a call from customer service today giving me a tracking # and telling me that the package was left "on the porch" on 10/19.
On checking the UPS web site I learn that it was indeed left on the porch, but not on my porch! The package with the tracking # I was given was left on a porch in Elk Grove, CA several thousand miles away (I am in Iowa!!)
On calling Customer Service again I get a different tracking #. This one tells me that my package left Sunnyvale,CA on the 18th (not the 16th), is shipping as a "Ground shipment" and is "In transit" in Kansas.
I can understand that Handspring has been "overwhelmed" by the demand for their product but I wonder what is their explaination for these shipping SNAFUs?
Anyone have the e-mail addresses for Colligan, Dubinsky or Hawkins?

Registered: Oct 1999
Location: Canada
Posts: 23

Hi guys
I have been reading these posts for a few weeks now, and noticed there were a lot of rumors and unhappiness here. Well right now I am one of those unhappy ones. After calling handspring today, I just realized they lost my order a SECOND time. I placed the first order on 9/14. then last week they couldn't find it, so they placed a second order in priority so I wouldn't have to wait as if I just ordered. Today I called them back twice because last week the csr said I should recieve it by early this week. This morning I called and the csr told me there were no records (AGAIN) of my order, but he would look into it and call me back around 9:00 this morning.....2:00p.m. no news so I called back spoke to a manager and he said he would look into it and took my credit card and other info again, in case he couldn't find it. He also said that if he would have to re-place the order it would take a min of 3 weeks before I would get it. I asked him to call me back with some news and he replied just check your credit card and you'll know when it will be shipping. Good answer from a superVISOR... Also I told him to put it on air mail, and he said it doesn't make a difference. Well to me it does I am a Canadian, so if it comes in by ground UPS charges brokerage fees if it comes by air it is included in the price of shipping which I paid for. Also when I told him that the reason I called is because of the stories on this site, he replied that most of the people here are making up rumors. So I told him that their order taking was pitiful and that coming from Visor central I could accept some rumors but they are giving me all kinds of stories and that to me was un-acceptable that this departement doesn't know what is going on in the company status of shipping, especially from a company who is selling organizers.....Sorry if this was a long message I had to get it out somewhere....

Registered: Sep 1999
Location: Urbana IL
Posts: 144

October 16th: I am told my Visor has shipped! It should be here by Thursday. I express concern that my card has not been charged, but CSR says not to worry.

October 17th: Worried, I call back late at night (no hold!) The CSR cannot access my information, and says that I need to speak to a supervisor during the day. I wonder how the CSR the other night knew it was shipped...I think he just assumed it was based on the order date.

October 18th: I speak to a supervisor. He is able to pull up my order, and it had not shipped. He said it should ship next week, or maybe the week after, and I should call if I don't recieve it by the first week of _November_.

October 20th: I call Visa, who says there are six authorizations pending on my card from "Direct Marketing" aka Handspring, totaling almost $600. Annoyed, I call Handspring that night, only to find out that only customer service can help me (during the day). Somewhat mollified by the discovery by the CSR that my Visor has shipped, I ask if they could give me a call (so I don't have to be on hold long distance) They say yes, but no one ever calls.

October 21st: First I try UPS, thinking that even though my card has $600 less credit, at least my Visor is coming. No go. There are no packages in the system to my address. I call HS customer service, and talk to a very nice and apologetic girl who nevertheless cannot help me. She "escalated" my authorization problem. When I asked her about tracking info she said that was unavailable. When I pushed a little, saying that I was concerned since UPS didn't have any info, she put me on hold and scrounged around. She then said that they did have my order, and that a supervisor would call me back by Saturday.

So after numerous calls to multiple numbers, I have deduced that:
-I am out $600 in credit
-My Visor may have shipped, but no one knows
-The Supervisor will never call me
-Handspring has no clue what is going on

~Tiroth

Registered: Sep 1999
Location: Endicott, NY USA
Posts: 60

mg!!! How on earth did you get a tracking number from Handspring?!? Did you call the toll-free number, or the other "customer support" number that they've provided us? I called the toll-free number today, and upon asking for a tracking number (which another post said WOULD be available today) The guy told me flat out, "There ARE NO tracking numbers." I asked, "What are you talking about? OF COURSE there are tracking numbers." He said, "Not as far as we're concerned."

Registered: Sep 1999
Location: Portland, OR
Posts: 61

I got my tracking number from a Customer Service supervisor.