Registered: Dec 2000
Location:
Posts: 60

Hmm. Will Handspring replace it even if you didn't buy through them? I got a Prism 11/21 from CompUSA. They don't replace/return/exchange after 14 days.

Naturally, it was in the 3rd week I noticed the problem.

Anybody know if Handspring will replace it if you bought it from a 3rd party? Thanks.

Registered: Dec 2000
Location:
Posts: 64

Replace fro CompUSA

What you can do is buy a 2 year replacement policy. It isn't a bad idea. CompUSA will replace your unit if anything goes wrong, like cracked screens. It costs around $99. I don't know if it covers paint rubbing off. If not, crack the screen.

G. Scott Taulbee

Registered: Dec 2000
Location:
Posts: 5

platinum paint problem?

I have my Platinum less than a week and I notice a paint problem already.
The paint is rubbing off the bottom corner, next to the rounded section. Just took a closer look and the paint problem is more than I first thought. The rubbibg is evident on the left and right edges, about 1/16" in.
The cover/lid rubs on it when removing/replacing.

I hope Handspring will fix this issue.

VP101

Registered: Nov 2000
Location:
Posts: 4

Paint issue

I have my prism for about three weeks, showing the paint problems also. I can apply for a repacement, but think the problem will be the same, doesn't it? No solution at all, not for Handspring and not for me.

Anybody already heard about a real solution to be offered by Handspring?

Registered: Dec 2000
Location:
Posts: 5

HS customer service and lack thereof

I had an earlier post about the paint rubbing off my 6 day old Pt. So I sent an e-mail to HS. A reply came back promptly with an instruction to call back thier customer service and I did.

1st call- got a younger sounding oriental male. I regret not getting his name. Anyway, he took all my info and he said he will send a replacement and I will need to send my unit back- fine and dandy. He also asked for a credit card number but I really hate giving it out. I pushed for a replacement case be sent to me instead he basically cut the conversation short by saying that we cant do that and is there anything else he can help me with. I didnt appreciate the tone of his voice. I asked for his sups name and I was told that they are not allowed to give out sups name, I asked what his name was- CLICK!
Man was I was hotter than an o/c'ed celery....

2nd call- spoke with Brooke. She is a lot more professional I told her about the situation that just happened and she appologized. I requested again about getting a replacement case, she put me on hold and was going to ask somebody. I feel that she maybe trying. She kept her professionalism thru out. That was nice but bottom line is that I will
return my Pt and getting a Vx instead.

My family are in the age and $ bracket that we spend $ on stuff-but on something worth it. If one hears a bad thing many others listens.

Registered: Jun 2000
Location:
Posts: 594

Re: Replace fro CompUSA

quote:

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Originally posted by kamalot
It costs around $99. I don't know if it covers paint rubbing off. If not, crack the screen.
G. Scott Taulbee

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Registered: Nov 2000
Location: New Jersey
Posts: 201

Re: Re: Replace fro CompUSA

quote:

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Originally posted by bkbk

quote:

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Originally posted by kamalot
It costs around $99. I don't know if it covers paint rubbing off. If not, crack the screen.
G. Scott Taulbee

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I hate to admit it, but if HS is going to play this like The 3 Stooges, I guess we should too. (Though they might start to get suspicious if you return it w/a cracked screen every week -- apparently the pace at which their "smear-o-paint" seems to be coming off in everyone's hands.)

<SNIP!>

And now Cust. Svc. hasn't even been instructed on doing something decent to resolve this (not to mention rudeness, on top of that)?

No wonder the stock dropped from $90 to below $60. Are they now trying to destroy the company they spent such a hard year lifting to the heights?

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Registered: Aug 2000
Location: The Matrix
Posts: 718

Update on my Prism exchange

Guys I must have gotten lucky because my second Prism is the bomb

No paint problem with it at all (even where my springboards rub)!!! I guess I can in part attribute it to my HandSpring Sport case.

http://www.handspring.com/products/...jhtml?CATID=616

I suggest Hanspring needs to give buyers a different case that doesn't rub the prism in the wrong way and to make sure the paint used on the prism is a better grade that doesn't come of so easily.

There could have been a batch of Prisms that rolled of the assembly line with bad paint, see if you can exchange it our atleast have em send you a new case. Switching my prism did the trick for me.

PS: As a power user, The Prism was worth every penny I spent on it. I just need more ram!!! already filled my internal memory and my 8mb Flash module with animations and graphics

__________________
-Mikedemo
It's all about how you spend the money.

Registered: Nov 2000
Location: New Jersey
Posts: 201

QA Hell! (update)

quote:

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Originally posted by critic
Handspring's QA department, on the other hand, is leaving a little something to be desired. Besides the Graphiti problem (since dealt with) and the paint issue (which I still haven't seen on mine, but to be fair, I've got it in a HS Leather Case)...well, I've gone through 3 Prisms already:

#1 had a non-functional recharge indicator LED.
#2 (which I still have) has a legitimately cracked case.
#3 (which I sent back same-day) had screen flicker so bad, I thought I was going to go blind. I held Prism's #2 & 3 side by side, set the brightness to the same level on both, and I couldn't believe the difference!

So if HS Customer Support is getting snippy, maybe it's because they're getting it up the bum from Quality Assurance, and they're the ones who have to deal with it.

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Registered: Sep 2000
Location:
Posts: 117

this you consider a problem?

I have paint wear by the corners near the bottom where my Prism goes into the cradle. If this is the worst problem I had with my Prism, I'd be a really happy camper. C'mon people, give me a break. I really would not have noticed the paint coming off (or thought that someone might be offended by it) without coming in here first.

Registered: Oct 2000
Location:
Posts: 73

Paint is an issue!!

Come on people nothing!!!!
I have upgraded my Palms from Original US Robotics 512K
all the way to my Prism!! THats a total of 6 or 7 units.
I have always got top dollar when I posted on Ebay and EVERY ONE OF THEM LOOKED PERFECTLY BRAND NEW!!!
My prism looks used after 5 weeks!!!

That is a big deal on a 450.00 unit!!!!!!!!

Love Handspring, but come on guys!!!!!

__________________
Thanks,
[email protected]
TreoCentral.com
Product Page Editor

Registered: Oct 2000
Location:
Posts: 6

It isn't just for prism's anymore..

Yes, platinums too lose their paint. After a month of carrying the platinum in my pocket with the factory provided cover I have begun to see very obvious wear to the points where the cover contacts the handheld. Specifically at the top on either side of the handspring and visor logo as well as on the bottom next to the microphone and its opposite corner. Looking even closer there are other places that look as if they did not get a good paint job at the factory. While the machine functions very well (except for its less than stellar illumination) it is disappointing to see so much wear on something so new and that you show everyone you know. They should have made the plastic the desired color during the molding process. I have not seen a deluxe of any color show the wear that the platinum shows after just such a short time.

Registered: Nov 2000
Location: New York City
Posts: 76

I'm on my second Prism, and I've already posted above that my Prism is losing paint. Well, aside from starting to look shabby, now I've discovered that it's developed a crack! There's a little jagged crack on the curved part on the bottom of the case (and no, it's not a mold seam). I haven't dropped it, sat on on it, etc. Well, I'll call Handspring as soon as I can stomach another conversation with customer service.

Registered: Dec 2000
Location:
Posts: 6

I too have a Prism where the paint is rubbing off. I just got off the phone with Handspring Support. They were very nice and right away said that they would send me out a new Prism and when I got that, I could send the old one back. They indicated they have changed the paint they use, so this should not happened.
It was quick, pleasant and no hassle.

Registered: Dec 2000
Location:
Posts: 6

After read all your complaint regaridng 'paint-off' on Prism, I am so worry on my new Prism which bought on yesterday.

Any advise to prevent 'paint-off' on new unit?
Does the pouch which provided by Handspring will scratch the unit as well? Any suitable case to recomended?

-> Dear Tan KH,
Is great to hear that your are from Malaysia and using Prism My name is Kylin, from Penang, Malaysia as well.

Wish to exchange some PDA info if we have time to meet up.

You can find some of my PDA reviews in SPUG http://www.spug.org and KVPUG http://www.kvpug.org

__________________
Kylin
[email protected]

- Proud To Be Piloteer -

Registered: Sep 1999
Location:
Posts: 23

Why have a forum at all?

I really can't believe the two or three people who are calling complaints about the paint issue "whining". Shelling out $450 is not trivial. A new item appearing worn within 2 weeks is not trivial. These are legitimate and valid concerns of consumers who paid good money for what is supposed to be a quality product. The original post was seeking advice because he wanted to know if it was an isolated case (maybe because of something he was doing) or if it was a generalized problem. What is wrong with that? Why else do we have these forums, anyway? It is the very essence of having a forum! I find the name calling and shouting to be immature and not helpful.

I disagree totally with bkbk's approach, which is to attack. (And I'm perplexed--s/he doesn't even own a Prism!) Of course it is natural to be frustrated and angry. But I don't think that everything has to be a combat.

I have found that most companies who really are concerned about quality and serving the customer--like Handspring--really do appreciate customer feedback. I have had personal correspondance with Donna Dubinsky to help correct a problem. That is impressive. We don't need to yell, shout, threaten, nor demand. Most of the time we just need to inform and ask. I think that we can clearly express our frustration without being combative. Keep in mind that you are dealing with people, too. They like to be treated with respect also. You will find that most of the time, you will get good treatment when you render good treatment. (What goes around...) If one finds that not to be true, then maybe some honest internal reflection on one's own attitude and approach is in order.

All I'm saying here is: Let's be helpful.

Registered: Dec 1999
Location: Kuala Lumpur
Posts: 247

Man, the paint on my Prism is now quite bad on the back. I wish I could post a picture here for you to see...incidentally, can I do that and if so, how?

[Edited by Tan Kit Hoong on 12-25-2000 at 11:21 AM]

__________________
Tan Kit Hoong,
Star Publications (M) Ltd
<img src="http://thestar.com.my/tech/images/thestar_140x45.gif">

Registered: Dec 1999
Location: Connecticut USA
Posts: 2682

quote:

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Originally posted by Tan Kit Hoong
I wish I could post a picture here for you to see...incidentally, can I do that and if so, how?

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__________________

God bless America, my home sweet home...

Registered: Aug 2000
Location: The Matrix
Posts: 718

Paint is still on!!!

Guys my second Prism is doing great. No paint prob at all. The SportCase does a Prism good.

I am very happy with it. I only wish they had better sound capabilities built in.

__________________
-Mikedemo
It's all about how you spend the money.

Registered: Apr 2000
Location: Atlanta, GA
Posts: 22

I'm not buying a prism...

removed because it's not ture anymore...

Last edited by GORDYmac on 03-14-2001 at 08:53 PM