Registered: Sep 1999
Location: Modesto, CA USA
Posts: 599

Got up this morning turned on the Visor and received a Fatal Error Fatal Exception notice. Called tech support they said replace the unit. Should have another one tomorrow from Handspring after a 29.95 charge. We will see. Anybody else get this error message.
I know there is another post similar but the message is different.

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Richard

Registered: Sep 1999
Location: Hong Kong
Posts: 200

For what is the $29.95 charge? Sounds high!

Registered: Sep 1999
Location: Modesto, CA USA
Posts: 599

Hip Hop
To get the unit tomorrow. I was given the option of a replacement at no cost with a 4 or 5 day lead time, return to the repair center with a 14 day lead time or 29.95 to get the special Overnight Delivery.

I would have waited except that I had just sent my Palm V to it's purchaser on Saturday and I am going to a trade show tomorrow late afternoon and wanted it with me.

Tech support was less than helpful when I told them the issue. They asked the usual questions of: New software, had I dropped the unit etc. Non of which were applicable in this case. I had turned the unit off last night and when turning it on got the message.

Tried soft reset, didn't do anything except cyle the screen once. Hard reset without loss of data and same thing, cylced the screen. Hard reset lost all data unit worked fine until you added any data.

Hard Reset reload address and date book data none of the programs that I previously had...same error message. This is not a software related issue.

Thought I'd fill in the blanks from my initial post.

OMT: I had been having a intermitent problem hot syncing. Sometimes I push the button to sync and it wouldn't initiate. I had to soft reset in order to get it to initialize. I have a USB hub that shows active lines and you'd push the button and nothing. Soft reset cured the problems but I've never had to to that with any of my Palms.



[This message has been edited by RSGMOOSE (edited 11-01-1999).]

Registered: Sep 1999
Location: Marietta, Ohio USA
Posts: 92

My decision to cancel my Visor today and get a Palm IIIx is looking pretty good ! I am sorry for your trouble and I would never had guessd their would be a problem since it is
"palm clone', 100% Palm compatible, etc..
It just may take a generation to get this thing worked out.. what a nightmare...
ordering/shipping disaster and now this stuff.. Ouch !

Registered: Oct 1999
Location: NY, NY, USA
Posts: 155

Moose:

I dropped the mofo, and I got the Indian dude CSR who told me that the $30 overnight charge would guarantee me one tomorrow. Kinda screwed up that I'm on to #2 before plenty of others haven't even gotten their first one.

Something is definitely not right with this company. One thing after another...

I never had to pay to get a next-day replacement from Palm. I've had a couple of III's overnighted to me. Never once did I get charged, though they would take my card # for deposit purposes. This does not look good.

Registered: Sep 1999
Location: Modesto, CA USA
Posts: 599

Micro Man
Hot Carl

Yeah, It's kinda like buying the first year model of a new car. You know they won't have the bugs worked out.

The kicker will be if I get my replacement tomorrow then I'll at least have faith in the phone room CSR staff. HC, I noted the same static phone call when I called (noticed your other post). I got through in 10 minutes but I called at 8:00AM PST.

Your issue was one of dropping somewhat understandable. Mine.. no clue! Once the dust has settled a little bit I will contact Handspring and request my $30 bucks back. I think that would be fair. I also asked about the "cases" and you got more info then I did. The CSR wouldn't even venture a guess.

I'm still optimistic about what Handspring is capable of but their recent history is definitely leaving a void in the relationship. It's not time for a divorce yet, but I'm keeping my eyes open for another relationship.

Registered: Oct 1999
Location: NY, NY, USA
Posts: 155

Moose:

I've decided that if they don't have the unit to me by tomorrow, they can keep it. I'll get an RMA and be done with this screwed-up company.

Tell you the truth, I think the product is good, but the lack of tech support (I waited for forty-five minutes or an hour on a toll call for them to tell me they couldn't help me?) indicates to me that they hope the product succeeds, b/c if it doesn't, they don't have the framework in place to handle the problems.

$30 for replacement overnight? Too bad I didn't buy the Palm Vx, at least I would have felt I had gotten something reliable for my money :-(

Registered: Sep 1999
Location: Modesto, CA USA
Posts: 599

Carl:
Yeah I might be with you on that one! If I don't have it tomorrow by departure time to Las Vegas (11:30AM PDT) I'll go pick up a Palm Vx and wait for maybe the third generation.
I'm forgiving only because I needed the 8MB of RAM but it looks like the cost savings is costing me more in time then what it's worth at this juncture.

I also sent yet another email to CS requesting a response to the timeing of the cases and my $30 bucks replacement overnight costs. If I don't get a response by departure time ....I'll probably kiss them goodbye. But I'd hate to give up the Springboard technology six pack. I've lived for 4+ years without it and have no desire for a Palm VII with 2meg.

Will wait and see.

PS: Just checked to see if they debited my credit card....NOT. I'm on the fence falling the way I came from Palm.

[This message has been edited by RSGMOOSE (edited 11-02-1999).]