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

There are several discussions going on about users scratching their Visor screens. I myself complained of this problem here and have since exchanged several nice emails with someone at HandSpring. He has offered to exchange my Visor and send me a set of deluxe styli. I posted that info here as well.

Several people then began emailing me about how to get in touch with this person. I asked him if I could publish his email address. He did not agree. But in discussions came to the conclusion that he would like to help more people with this problem. He does not work for Customer Support at Handspring. CS is completely outsourced to a 3rd party. This is part of the reason for their poor response... they don't know anything about the product yet. This person is part of the Engineering team at Handspring. He mentioned that several folk at Handspring do monitor VisorCentral to keep in-the-know... but as yet do not want to "de-lurk" as they'll get swamped with requests.

However, this fellow has setup an e-mail drop specifically for people with concerns about this issue. The address is [email protected].

He writes:

"On the issue of helping others with the same problem, please tell people to
email [email protected] and I'll start building a list of people who
are experiencing the problem. I can't promise to respond or to do anything,
but anyone who writes should include as much data as possible ... Name,
address, Visor serial number, telephone number, etc."

So, best of luck to all with this issue!

What I've setup is to receive a replacement screen and will be beta testing a new procedure for sending out replacement screens to users with this problem. If the swap-out proves simple enough this may be the most expedient way to solve this problem. Wish me luck.

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

Got the repl screen today. Need small tools from work to do the repair. Will report back on how it goes. Got new screen in 3 working days. Not too bad.

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

Completed the screen replacement procedure. Worked great. I now have a scratch-free stylus. Support from Handspring has been EXCELLENT!

Registered: Nov 1999
Location: New Hampshire
Posts: 195

quote:

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Originally posted by robertl1:
Completed the screen replacement procedure. Worked great. I now have a scratch-free stylus. Support from Handspring has been EXCELLENT!

---

Robert,

Thank you for this thread. It is the kind of imaginative and helpful information that makes this board useful. While it's fun to gripe about our pet peeves, I'm glad that you chose to pursue a new way of solving a problem that seems to have plagued many people here.

Oh, and "hello" to all you HandSpring lurkers out there!

Registered: Nov 1999
Location:
Posts: 145

To make up for the scratched screen Donna Fed-ex'd me a free 5-pack (which I'll have to smooth down of course) to Delaware, USA (of Wayne's World fame). She told me that the screen would be covered under warranty when they begin operations in Europe in the 1st quarter of 2000.

[This message has been edited by Goyena (edited 01-21-2000).]

Registered: Oct 1999
Location: Hillsboro, OR, USA
Posts: 64

I emailed the screen_scratch address and the guy that answered was very polite and helpful. As a helpdesk manager, I know what it's like to have to deal with mass amounts of angry people, but this guy (I think it was a guy) was very cool. He's offered to send me a new deluxe stylus to see if that solves things. Right now my WriteRights have solved things, but it seems strange to have to use third-party products to fix design flaws. Hopefully, this stylus will make it so I don't HAVE to use WriteRights, just want to.

Registered: Not Yet
Location:
Posts: N/A

I sent a message to screen_scratch and am still waiting for a reply. How long did you have to wait, its been about a week for me. Im not really complaining, he probable has a lot of donated time ahead of him. But it would be kinda nice if I had a new screen to brag about too.

Registered: Dec 1999
Location: Hauppauge, NY USA
Posts: 43

What is the exact e-mail address to complain about screen scratches?

I tried sending an e-mail to [email protected]

and it would not work.

Registered: Oct 1999
Location: Hillsboro, OR, USA
Posts: 64

I got my reply within a few hours. Maybe the guy just got inundated with replies and had to abandon the cause. A worthy effort if that's what happened.

Registered: Jan 2000
Location:
Posts: 45

When I first got my Visor I almost immediately got small scratches on my screen, mostly in the Graffiti area, just from writing with the official Visor stylus.

I didn't want it to get worse and got no response from Visor when I emailed them so I went to Walmart and bought a package of the "Acid Free Self-Adhesive Laminate Keep a Memory" product UPC 0-00943-03835-1 item code #3835. This is 30.5cm x 91.4cm of clear film for about $3. That is enough for about 60 full screen overlays or 253 silkscreen area (Graffiti + buttons). I've been using it for 27 days now and based on the wear I would guess that each application will last me 2 to 4 months, maybe longer, before I'll replace it. It does wear, which makes me VERY glad it is there! That way this inexpensive, replaceable material is wearing instead of my valuable machine's screen.

I am currently only covering the silkscreen area where I do most of the writing and not the main screen although that works too. Applying it is tricky on the main screen, go very slowly and make sure you don't get any bubbles under the film as you go or they look unsightly. This film feels MUCH better to write on than the Visor's (or Palm's) regular screen material because it does not glare as much and feels more like paper (less slippery to the touch/stylus).

It adherse well but it is also easy to remove without any visible residue remaining that an quick cleaning doesn't take care of.

I had considered the commercial products sold specifically for the Palms but the prices seemed beyond outragious when it is so easy to get something that appears to be the same material for 150th the price. But then of course I take the risk I'm wrong and my machine blows up destroying all of norther Vermont... (Keep your eyes on the newspaper!)

Disclaimer, I have no profit from this product made by www.thermoweb.com, Walmart (drat!), etc, etc. Of course, you do this at your own risk, you may violate your warrantee, your fingers may get stuck on the adhesive, your hair may turn green, etc, etc, etc...! Me? I do it to it!

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Registered: Jan 2000
Location:
Posts: 1

I too have a scratched screen just from using the standard stylus.

I emailed the address listed above, and I received a response stating the email address and is no longer in service.

Anybody have any ideas regarding scratched screens?

Registered: Jan 2000
Location:
Posts: 8

Hello Goyena,

I wrote Donna yesterday regarding the issue of european warranty and she answered QUOTE: "Alternatively you
can wait until we have our service operation set up in Europe, which will
hopefully be second quarter."] Note the last four words ans especially the word 'second'.
My guess is they won�t be operative before July or October. Well, my screen isn�t that scratched anyway.



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Jonas / Heidelberg / Germany

Registered: Jan 2000
Location:
Posts: 2

Perhaps HS should consider selling replacement screens (just the clear part, not the LCD obviously) as a separate accessory, not necessarily for this problem -- which seems like it should be covered under warranty -- but for just everyday normal (or abnormal use).

It just seems like this would be an easily damaged component, regardless of the stylus or how careful you are, so it would be a great thing to be able to replace/repair yourself.

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

The problem with replacing just the plastic screen is that it can't be done. It is the digitizer portion of the LCD, so it is integral to the screen.

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

gecko/russ: I think Russ is right. The repl screen I got had all kinds of circuitry and cabling off it. It looked like it was a pretty integrated piece of hardware.

Registered: Jan 2000
Location:
Posts: 2

I'm sure you're right, since I'll admit that I haven't had any reason to dismantle mine yet, thank goodness. Since the screen is built that way (probably to allow for the touch interface), Write Rights may be the best bet.

Does anyone know if this is as much of a problem with the Palms, and if not, why not?

I love my Visor, and it would take a lot more than this for me to consider changing, but I'd be interested in knowing what, if anything, Palm might be doing differently.

Registered: Jan 2000
Location:
Posts: 1

Hi visor folks. I have been doing on research on hand helds and going thru all the different rooms and so forth, have come up with a fix for your scratched screens. All you have to do is spend a couple of $'s and get Avery document protectors and cut to size. From what I read in the Palm rooms (they also have the same problem)it works like a charm.

ps. I will be ordering my Visor delux 2/4/00

Registered: Oct 1999
Location: Philadelphia
Posts: 242

lhandley: These types of devices have been talked about before, and there are several competitors around. They are a bit controversial, and some people don't like them at all, claiming they dim the screen too much or are hard to apply. Of course, if you've already got scratches....too late.

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