Registered: Sep 1999
Location: San Francisco, CA
Posts: 431

Some of you had posted that you'd called Handspring to confirm your order so I thought I would too. After being on hold for 30 minutes, I got to talk to a CSR. He could not find any trace of my order made on 9/14. I was then put on hold a number of times while yet "another database" was checked. I'm now waiting to hear from a supervisor.

[This message has been edited by kalahari (edited 10-14-1999).]

Registered: Sep 1999
Location: Nashville, Tennessee
Posts: 32

I am alos on hold right now. It has been about 15 mins, and this music is driving me crazy. It's jazz, but MIDI sounding.

Registered: Sep 1999
Location: New York, New York USA
Posts: 25

I also called today to confirm my order which I placed on September 14. I was on hold for 37 mins (I have a timer on my phone) the CSR had no clue. She said that she could not access any info with respect to my order but that it was shipping out soon. I asked her where the information with respect to my order was and she had no idea.

We will have to wait and see.

Registered: Sep 1999
Location: Urbana IL
Posts: 144

I was on hold for an hour today before I gave up. Not amusing.

Registered: Sep 1999
Location: Houston, TX
Posts: 48

I had a 47 minute wait yesterday. And rep. I finally got to speak to said they do not have immediate access to the early orders - for "security" reasons.

Registered: Oct 1999
Location:
Posts: 103

I just called in today and sat on hold for 45 minutes so that I could be told that the order tracking database was down and that since I had ordered in early october my visor would be sent in two weeks. And that she -the csr- did not have any more information and was sorry for the inconvienience. SO people it looks like we should expect our visors in november.

Tom Bane

Registered: Oct 1999
Location: Houston, TX
Posts: 67

I was on hold for 45 min yesterday before I was helped, and then the girl who helped me, couldn't find my order. she told me that she would take my name and number and give me a call when it was found. I called back at 6:30am Central Time this morning (that is when I get to work) My call was answered immediately. and the guy that helped me found my order fast. Apparently, the call center is handled by a third party. Most of the people who work there don't know what is really going on. My fiance used to work at a place like that. They are just given a sheet of paper, and if the answer you need. is not on that sheet, they are lost. Also, a lot of the people answering the phone are not computer savvy.

My question is, (repeating what someelse said earlier) How come a company that makes organizers is so disorganized? They have multiple databases with people in them, and no way to search through them. I understand having the mutliple databases, but they need a way to find the information that the need quickly. The girl I talked to yesterday, opened at least 6 databases, and I know she didn't open all of them. I'm done whining. I'm now confidant that Handspring will ship them before the end of the Millenium I'm talking about the real Millenium

Registered: Sep 1999
Location: Plainview, NY
Posts: 116

Spoke to rep this morning (thurs 10/14) 10:00 NYC time found my order with correct color change . Will ship in 1-2 weeks (fingers xxxed)
Keep the faith
Go yankees

------------------
Dave B (Grandpa Geek)"If it ain't broke, don't fix it yet!
BUT IF IT IS PLEEZ FIX"

Registered: Sep 1999
Location: Dayton, TN, USA
Posts: 66

I suppose we expect a company that has made no money yet to hire several hundred computer-savvy telephone operators? I doubt it. These CSR's are there for the purpose of TAKING ORDERS! Give them a break! I'd give Handspring a few months to get fully up to speed. They're a START-UP COMPANY, folks, not an IBM or a Microsoft with all the money in the world. I expect that the CSR's are at least as frustrated at us as we are at them! Give 'em a break!

Registered: Sep 1999
Location: San Francisco, CA U.S.A.
Posts: 42

Called last night and talked to a CSR after waiting 30 minutes. She was able to confirm my 9/16 VDx and backup module order, but didn't have my serial cradle on record, as I suspected. Still couldn't get me any kind of order confirmation number. While there I asked if it was too late to do overnight shipping for the extra 3 bones, and she confirmed it was okay and wouldn't delay me any longer (believe it when I see it) than it currently is expected to ship - early next week she says. I also ordered the Stylus 5-pack while there, and she said they can't confirm that I'll receive them or not with that shipment.

My girlfriend needs an organizer for her new job and wants it soon. I wanted her to hold out for the Visor, but now I think I've got to push for her to use that VA special on a IIIx or V. There goes that romantic notion of us being able to exchange Springboards.

(Update: just ordered her a V from VA for Sweetest Day - on me)

[This message has been edited by Zippy2 (edited 10-14-1999).]

[This message has been edited by Zippy2 (edited 10-14-1999).]

Registered: Sep 1999
Location:
Posts: 72

bpowell,

Well actually... Handspring does have plenty of money. They are funded by Kleiner Perkins - THE venture capital company.

And.. They (CSR's) are also there to confirm orders. Read the q and a from their website below.
---
Should I expect a confirmation email?

When ordering on the web, a confirmation email is sent immediately. If you order over the phone, we will not send confirmation emails as may have been stated, but you can call our toll-free number at any time to check on your order. We apologize for any confusion.
---

Handspring is in the business of making money by selling products to consumers. Consumers will want the most for their money and expect high quality customer service regardless if it's a startup.

If Jeff and Donna were not behind Handspring, I can almost guarantee that a lot of people here would not have ordered the Visor. Handspring is riding on the legacy of Jeff and Donna.

If things don't improve soon for Handspring, they will not be around in the future. However, being a KP funded company, I am sure they will improve and do well.

Registered: Sep 1999
Location: San Francisco, CA
Posts: 431

I was supposed to get a call-back from a supervisor as they couldn't locate my order made on 9/14 (not 9/21 as I previously posted). I did not hear from a supervisor but I cannot say that that's surprising based on the way Handspring is handling this launch.

I called customer service again. I spoke to a CSR who managed to locate my order but unfortunately he was very uncommunicative and I don't really know that all the items that I've ordered will eventually appear or not.

I'm going to be keeping a eye on Palm Vx prices as I do not have much faith that I'll see a Visor this year. As far as useful Springboards go, who knows when they'll become available!

Registered: Oct 1999
Location: Alexandria, VA, USA
Posts: 4

I too called yesterday to confirm my order (I ordered a few days before the online store went online). After waiting for about 30-45 minutes, I got a CSR, who was unable to find my order. She told me that someone would call me back later that night.

Nobody called me back, so early this morning I called again, and got to talk to some immediately. He was unable to find my order, but he wasn't surprised by that. He explained that because of the system crash, they had to enter all of the orders into the database again, and they hadn't gotten up to the date of my order. He told me to check back early next week, and my order should be back in the system.

So, if they can't find your order, don't lose heart. Give it a few days and ask again!

Registered: Sep 1999
Location: San Francisco, CA
Posts: 431

When I called again, the CSR found my order and had all the details correct which was a pleasant surprise. She told me that my order had gone to shipping and should ship in two weeks. I'm cautiously optimistic.

Registered: Sep 1999
Location:
Posts: 23

I ordered on 9/14. He (CSR) could not find my order. Then gave me the same old line that if he couldn't find it. It was probable sent on to shipping. Then he tried to tell me that I should be getting an email confirmation when it ships. Can you believe it? Who is in charge of the ordering department? Unless I'm mistaken doesn't the web page say that No order confirmations will be sent. When I explained what the web page stated. He just repeated that he was sure it was in the system and just because I had been one of the first to order, they did not have the record. Yea, Right. "We are the Borg. You will be Assimilated..."

I'm not holding my breath on receiving my Visor any time soon.

Registered: Oct 1999
Location: Bel Air, MD
Posts: 41

Chuckf,
The CSR may be right. The web site states we won't receive an ORDER confirmation, but I wouldn't be a bit suprized if we do receive a EMail when they ship. Someone stated in the begining that we would receive a shipping confirmation. We can only hope.

Be patient, relax, have faith.

AS always
My Humble Opinion,
Bill

Registered: Oct 1999
Location: Naples, FL. USA
Posts: 3

I just called CSR to change my shiping to overnight, I ordered 9/16/99, he told me it
was too late as all orders from September have just started shipping and will be completed by Monday, and that I should be receving my order any day now.
I hope he is right, anyone else hear about this?

Registered: Sep 1999
Location: New Jersey, Exit 137
Posts: 52

Ordered Visor Deluxe (Graphite) on 9/15. Just got off the phone now..Wait 5 minutes. CSR found my order immediately. Said week of 10/24 for shipping.

Registered: Sep 1999
Location:
Posts: 10

called CSR at 4:00am EST as I was working
Not on hold at all, but the guy (eating a sandwich while helping look for my order) took 10 minutes checking databases to find my order (correct though) and said it would ship out 1st week of november (I ordered 10/4). So if I'm scheduled for November, hopefully you guys will get your's sooner than that.