Registered: Oct 1999
Location: Mililani, HI, USA
Posts: 256

Are all replacement Visor refurbished Visors? My Visor's housing is beginning to chip, and I am looking at trying to get a replacement unit. However, I would first want to know what Handspring is sending out as replacements. (I had a horrible experience with an old Palm Pilot refurb: it looked like the previous owner took it on a safari and submerged it in a muddy stream. You'd think that Palm would have had the decency clean it up before sending it to me as a 'refurb'.)

Thanks in advance for your responses.

Registered: Sep 1999
Location:
Posts: 43

I had a small crack on the bottom of my graphite case. Handspring sent me a replacement and it was brand new. It was definitely NOT refurbished. They were very prompt and did not hassle me in any way about getting the replacement. All in all, a good customer service experience.
Hope this helps.

Registered: Jan 2000
Location:
Posts: 51

I could not tell whether my replacement is a refurbished or not. The only thing I know is it works. Think about it, if it's a refurb. it probably has the latest version of parts (screen and etc.). You might be better off w/ a refurb. for that reason.

Registered: Oct 1999
Location: Mililani, HI, USA
Posts: 256

saranss, reread my initial post.

It matters little how new or updated the replacement parts are if the reconditioning process is lax. Let me further develop my story of the refurbished Palm Pilot: I initially needed a replacement because the screen sensitivity was going really bad (digital ink). Palm (then 3Com), sent me a replacement. I transfered all my data and thought I was good to go. Not more than ten minutes into using this replacement did I begin to suffer major problems: fatal errors every 30 seconds, with or without apps and data saved to the Palm Pilot. I called 3Com to get a replacement for the replacement. "Sure," they said. A few days later a "new" Palm Pilot arrived on my doorstep. This one worked fine, but when I took out the stylus I noticed that there was this muddy looking crud in the grooves of the stylus, and I could feel some 'stuff' causing friction as I moved the stylus in and out of the silo. I took a flashlight and shined it down the silo. What did I find? Like I said in my first post, it looked like it went on a safari. There was the same crud inside the Palm Pilot! I opened up the battery compartment and found the same nasty stuff. Who knows what the original owner really did with the Pilot, but 3Com didn't do a thing about it. Sure, the screens were probably new, but would you have been satisfied with either replacement?

In any case, two out of two of my replacements, which were no doubt refurbished models, were unsatisfactory and should not have even left the factory. (In fairness to 3Com, I should acknowledge that the first replacement might have been damaged in transit.) But should Handspring do a similar job, I would rather keep my cracked, but working Visor!

[This message has been edited by ragamuffinn (edited 03-10-2000).]

Registered: Sep 1999
Location: Redwood City, CA
Posts: 55

I requested a replacement for my Visor because of a chipped case and have been very happy with the process. The replacement came quickly enough and installing my programs on it was a snap. The unit I received has a new case. This is all I can say for sure. The screen is unscratched. The guts may have come from another unit, but I cannot tell. Operation is flawless. I am constantly installing and uninstalling apps and there have been no problems other than a couple (read 2-3) soft resets since I received this unit 2 weeks ago.

Overall I am extremely happy. I am a perfectionist when it comes to my PDA and I would say Handspring has done a first class job.

[This message has been edited by Kemp (edited 03-10-2000).]

Registered: Jan 2000
Location:
Posts: 51

ragamuffinn,
No need to be upset here. I read your post and also re-read your post. I just said I could not tell whether my replacement was a refurb. or not. It means it looks so new that I could not tell. You had bad experience with Palm replacement. I'm just trying to tell you that my experience w/ HS was good.



[This message has been edited by saranss (edited 03-10-2000).]

Registered: Oct 1999
Location: Mililani, HI, USA
Posts: 256

quote:

---

Originally posted by saranss:
ragamuffinn,
No need to be upset here. I read your post and also re-read your post.
[. . .]
I'm just trying to tell you that my experience w/ HS was good.

---

Registered: Jan 2000
Location:
Posts: 51

No harm done. Have a nice day.

Registered: Nov 1999
Location: Honolulu
Posts: 31

I recieved a Visor with a cracked face... when the replacement arrived I noticed that there was a crack on the cover retaining slot and one by the power button. It looked like a used case to me... So I swaped the guts new screen and all into the case that contained my cracked face (except the battery cover because it has the serial number on it) and sent the cracked face and cracked case back to handspring!
~Mitchel

Registered: Mar 2000
Location: Norwalk,OH
Posts: 2

I have just sent in my GVDx due to a backlight problem. When Customer Supt. said they were going to send out a "replacement", I asked if it was new or a refurb. The Rep said it would "probably" be a refurb. I took that to mean, "Yes, you will get a reburb." When I asked if I could receive a new unit instead, he made a note and promised that I'd get a new one.
When the replacement came (the next day by the way), I looked it over very closely. Sure enough, true to their word, they sent a new unit.

Registered: Feb 2000
Location:
Posts: 1571

I don't think Handspring have a lot of refurb units to send out right now so they are sending out mostly new ones. I suspect that will change in the near future when they do have enough refurbs to send out. After all, all those units being sent back for replacement have to go somewhere, and I don't believe that they will be going in the thrash can.

Registered: Mar 2000
Location: New Jersey
Posts: 27

So if I have a problem with the brand new BVD and have to send it back, I might just get a used one to replace it? That doesn't make much sense. Why should I have to get a used one when the new one I bought was defective?

Registered: Feb 2000
Location:
Posts: 19

I totally agree with mrbudman, which is why I called and complained (directly to Handspring)
when I received what was obviously a refurb for a week old visor that right out of the gate would not beam. Although the very helpful person with whom I dealt pointed out that their web page does say they may use refurbs, she also agreed that a brand new visor should be replaced with a like unit (i.e. NEW.) Therefore, they are overnighting a new unit to me. Personally, I wouldn't care if 10 months from now I had a problem which was replaced with a refurb. But if I spend the money for a brand new unit, I believe that's what I'm entitled to! Anyway, I appreciated the response from Handspring...

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[This message has been edited by Frogger1 (edited 03-11-2000).]

Registered: Mar 2000
Location: New Jersey
Posts: 27

Just curious, but does it really say on the website that they will provide a refurb as a replacement?

Registered: Dec 1999
Location: Connecticut USA
Posts: 2682

From the Handspring Warranty (http://www.handspring.com/support/ug_vi_warranty.asp):

"Replacement products or parts may be new or reconditioned."

So, yes, they CAN send refurbs. I think if you specify NEW they will honor it though.

------------------
MarkEagle - Ice is nice!

Registered: Feb 2000
Location:
Posts: 1571

I think whether we receive new replacements or not depends on the amount of time we have our visors for. It may also depend on the situation. Is Handspring replacing the visor because you drop and broke your LCD display or are they replacing it because you got a bad unit? I am sure those long RMA numbers tell a lot and can be used (or is already being used) as an indicator, telling handspring whether or not a customer should be sent a new unit or a refurb.

Just my 2 cents.

Registered: Sep 1999
Location: Sacramento, CA, USA
Posts: 24

I am constantly reading of people sending their visors back for small cracks, chips, scratches. I've had my IVD since the first shipments went out & I have all the same problems that most of the Rev. A Visors have (Cracks, screen scratches).

These small problems don't bother me enough to endure the hassle of sending it back. I will be patient enough to wait until October to send it back for replacement. Most, if not ALL of the major problems will be solved by then & I will probably receive a Rev. D Visor with OS3.5h.

Now if/when Handspring enacts an upgrade process ("Since you're sending it in under warranty Sir, would you like to upgrade to our COLOR Visor for $100?") I will be able to take advantage of it. Assuming of course that Handspring will have a color model by then.

Keeping my fingers crossed!

Russ

[This message has been edited by Russtang (edited 03-12-2000).]