Registered: Dec 1999
Location:
Posts: 46

I don't think the colored ones are much better...I bought a PDA Panache...and it's nice...but it sticks out a bit too much for my taste. However...if it's a choice between sticking out...or screen scratches...I'll choose sticking out. It does however raise the "real" price of the Visor by $20...

Registered: Dec 1999
Location:
Posts: 4

My five-pack arrived last week. Before I worked on the tips with the 600 grit paper, I gave each a once over with my finger and a magnifying glass. The yellow and ice stylii were particularily rough just behind the tip- the yellow one visibly had "wings" or "nubs" where the seams ran down either side of the stylus, just behind the tip. I ran it through the scanner and got a great photo, which I will send to the stylus email at Yahoo. If anyone is interested, I will post it on my web page. It clearly shows that there is a sharp area just behind the tip that, if you use the stylus at a slight angle, can scratch the screen.

Registered: Nov 1999
Location:
Posts: 145

If anyone bothered to read my rather long complaint letter, you'd gather that I was a little peeved.

Donna sent me back a little saying that her position wasn't changed, although the warranty is not 90 days, but one year. I only looked at the online copy, which DOES state 90 days, so if it really one year, perhaps HS should go about changing this. I will check in the Visor's box to see if there is a printed warranty card saying something else.

GREAT NEWS on another front. And thank you Robertl1! The people from the screen_scratch address have contacted me and are sending me a replacement screen TO GERMANY!!!

Both emails to both Donna and [email protected] have always been answered the same day. Handspring IS really bending over backwards to determine all problems and repair them. It seems there is a difference of opinion and behavior on different levels within Handspring, but in both dealings, they have come through in different ways to help me.

Donna actually FedEx'd the free 5-pack she sent me! My mother in Delaware got them yesterday, but thanks to that overnight delivery, they'll be in Germany all the more quicker. I'll be careful to sand the tips down before I use them.

Curious question: are left handers particularly affected by the screen scratch problem? The reason I hold my stylus at an extreme angle is because even had I installed LeftHack, most controls/horiz. scroll, etc. appear on the right side of the screen, forcing me to use the stylus practically horizontally not to block the screen.

Small cheer (in case somebody text searches for "customer service"). HANDSPRING HAS GREAT CUSTOMER SERVICE! And apparently not just CS in the strict sense of the CS department, but on adminstrative levels and the eng. dept.!

Registered: Dec 1999
Location: Durham, NC
Posts: 78

FWIW, RobertL1=RightHander. But you're right, maybe we should do a corelation study to see if there's a connection here.

Registered: Dec 1999
Location: Baton Rouge, LA USA
Posts: 6

I'm glad to hear some of you have received positive responses from customer service. I wish I could say the same. I love my blue visor deluxe, but the screen scratches I dislike very much. I sent an email to yahoo and received and auto response and nothing more. I've sent emails to customer service and have never received a reply. What I don't understand is that I had a palm pro for 2 years and never had screen scratches?

Registered: Dec 1999
Location: Santa Clara
Posts: 6

A few weeks back I got around to calling Handspring and asked them to replace my visor due to the defective stylus scratches. I did have to wait on the phone for quite a while, but the woman that helped me was very nice and agreed to ship me a new unit and a fedex bill to return the old one. The process took only a few mintues. I got it a few days later, synced (thankyou backup buddy) and was back in business. I got a colored stylus at Macworld last week and am using it, with no problems so fare.

Im pretty impressed with the customer service. Good on em.

Registered: Nov 1999
Location: Kutztown, PA, USA
Posts: 106

I am still waiting for my replacment visor....I sent mine in 1/3/00. They didn't offer to send me a replacment visor first. so i had to pay the money to send it to KY. I am talking to some people from Handspring and they said they found my visor. So hopefully i will be getting a new one.

After all this i still love handspring. They rule

------------------
Greg Moore
[email protected]

Registered: Nov 1999
Location:
Posts: 341

DebbieD:

I'm in the same predicament as you. Any update from anyone??

Mike

Registered: Nov 1999
Location: Kutztown, PA, USA
Posts: 106

Just call the 800 # and ask for a new one. When i called they answered right away. i was not even on hold. And they wanted my order # and serial #. Then they gave me an RMA#
it took about 10 minutes or less
However i did have to E-mail Donna because the new one did not come back for like a month.
But it is finally here!

------------------
Greg Moore
[email protected]

Registered: Jan 2000
Location:
Posts: 8

Regarding scratched screens & left-handedness: I'm a lefty, too, and there's no way I can write with a pencil in a vertical position, let alone that wimpy plastic stylus that came with my BVD. I can't wait to get the PDA Panache I ordered -- they're on backorder for about 10 days, but I'll wait.

I, too, sent a hopeful e-mail to screen_scratch, but no solution has been offered regarding my scratched-up screen. I'm not too keen on asking for a replacement Visor, since that means waiting another 7 weeks for a new one (unless things have improved dramatically in the order/ship department). However, considering that I've been extremely gentle while writing on my screen and that it's scratched anyway, I might make the request eventually. Asking for a new screen sounds less painful, separation-wise, but I don't know if I can handle the install.

Not than either of these options - new screen or new Visor - has been offered to me. But I haven't lost my optimism or enthusiasm for Handspring. All in all, Visor still rules.

Registered: Nov 1999
Location:
Posts: 341

I'm not sure exactly what is going on here but this is quite curious. I've been in communication directly with Donna and she is stating to me that there is no such thing as a screen replacement only procedure.

Comments 'Robert'??

Mike

Registered: Jan 2000
Location:
Posts: 6

Try buffing the tip with very fine steel wool. I used 00 or 000, and so far no problems with screenscratch....

------------------
Charlie

Registered: Dec 1999
Location: Durham, NC
Posts: 78

The screen repl. procedure was a beta test I was offered by the head of their engineering group. I advised that it's a bit tricky so they may not want to put it out there as an option for common users. If you send email to [email protected] you'll be dealing with who I was dealing with.

Registered: Nov 1999
Location:
Posts: 341

I will only reiterate what I was told by Donna. This does not exist. Someone is lying here, but whom??

Mike

Registered: Jan 2000
Location:
Posts: 28

Hi All,
I have a lot of small scratches on the screen, but the real problem is a very deep one on the Graffiti area.

The problem is, I'm in Hungary... Could anybody send me the emailaddress of Donna?

THX
Andras

Registered: Jan 2000
Location:
Posts: 21

Hey all --

For you people who bought the WriteRights from outpost.com or whatever, did you just buy the ones called "WriteRight Pilot"?

And does it work well enough worth the $20 I would have to pay for it?

Registered: Dec 1999
Location: Durham, NC
Posts: 78

dequardo: It seems pretty clear that Donna, while probably not "lying" is obviously mis-informed. Shall I fax you the prodcedure for replacing the screen that I received from HandSpring? Of course, it's not of much use without the screen. You can get a new screen by sending mail to [email protected].

Registered: Dec 1999
Location: Durham, NC
Posts: 78

Jon: I bought the PDA Survival Kit from outpost.com. I think it was 26 or $27? something like that. It comes with a pack of WriteRights for diffnt PDAs. I used the ones for Palm III and they are just a tiny bit too narrow. But they work great.

Registered: Nov 1999
Location:
Posts: 341

Robert1,
I tend to agree, she seemed a bit confused in her various emails to me. I think she wants me to just drift away....

I WOULD like the screen replacement itself. I've sent 3 emails with varying info to the email address but no response beyond the first 'auto-reply'

mike

Registered: Dec 1999
Location:
Posts: 2

I'm in the same boat. Screenscratch told me that he/she was going to send me a replacement screen as soon as they got some in (said they were getting them two weeks ago) So now I wonder if I should keep wating or go ahead and make a call to handspring, as these scratches are driving me nuts. Is there any other way to contact that person??