Registered: Feb 2001
Location:
Posts: 1

Handspring appears to be making no effort to warn Visor owners that some models will not be able to use the VisorPhone. Currently they wait until you actually place an order BEFORE providing the following information:

"Your order includes a VisorPhone Springboard module. We want to let you know that a small number of early Visor Solo, Visor and Visor Deluxe handheld computers contain microphones which may not be optimized for use with the VisorPhone. Please check the serial number of your handheld, which is located on the inside of the battery door to see if you need to exchange your Visor before using VisorPhone. Check for one of the following:

Visor handhelds should be exchanged if the serial number appears as follows:
1) The EIGHTH character of the serial number is a 9.
For example, ABxxxxx9xxxxx
OR ^
2) The SIXTH, SEVENTH and EIGHTH characters of the serial number is 010, 020, 030 or 040.
For example, ABxxx010xxxxx
^^^
If your serial number matches either of these two cases, please contact Handspring's CustomerCare Center at (888) 565-9393, and Handspring will replace your original Visor Solo, Visor or Visor Deluxe handheld computer free of charge with a replacement handheld which is optimized for superior performance with the VisorPhone. You will need an original copy of your packing slip which includes your VisorPhone for proof-of-purchase."

While seemingly generous there are two major problems, not every one either still has or can find their original packing slip (especially a 1.5 years after the fact). It appears if you don't have your packing slip you're SOL. In addition this requires that you send your current Visor to them, wait for them to process your return, and wait for them to ship you a new one. If you are actually a heavy user this requires you to be without one for this entire process. Meanwhile you are already beginning to pay your new monthly fees for a device you can't use.

Canceling your order requires you to call not only Handspring but whoever your communications provider was going to be as well. In my case Handspring shipped the order in spite of my canceling it. Fortunately I was able to refuse shipment. Considering the cost of the VisorPhone and it's accompanying service this added dose of annoyance is just a bit much to expect even loyal users to put up with.

In addition my experience with "customer service" during this issue has been awful.

But then what would one expect from a company that doesn't allow customers to make informed decisions and schedule around the problem at their convenience?

Registered: Dec 2000
Location:
Posts: 25

Reading is fundamental...

Uh, unless I completely misunderstand what Handspring is
saying in the following sentence:

"You will need an original copy of your packing slip which includes your VisorPhone for proof-of-purchase."

the packing slip you need is the one for the newly ordered
VisorPhone, *NOT* the 1.5 year old one from your Visor...

Registered: Oct 1999
Location: Chicago, IL
Posts: 276

You probably should read this bulletin board more often. I guess since you have owned a Visor or Visor Deluxe for a year and a half now (even though their first shipments didn't arrive until October which would make a year and four months)... you would be aware of their forward return policy. You receive a new Visor, you send yours back free shipping.

They have never strayed from this and may sometimes give people hard times if their reasoning for return is faulty but at least now you have it in print.

I think your poll is very slanted (you ever taken a logics course in college... if you are not in college, maybe high school?). It seems like you are pushing people towards an answer and the answer in which you don't find Handspring at fault, you are making them to be a company that wants you to buy a Palm. I find this far from the fact, and tainted by your frustration. Seriously, take one of these courses and you will see that your poll is quite illogical.

__________________
what?<br>

Registered: Aug 2000
Location: Glen Burnie, Maryland
Posts: 205

Having just had my, year and two months old, VDX replaced for the RF problem, I can state that they did not need a packing slip. (Good thing too! It was originally a Christmas present )I just called and told them I was having RF related problems with my Visor and they shipped me a new one overnight, complete with prepaid return shipping. No fuss, no muss. I found their Customer Service to be fantastic. I think the fact the Handspring lets me swap out my now out-of-warranty VDX for a new one, at no charge, a great thing. There are many companies that would tell you "Too bad, so sad." For what it's worth, this problem is a well known one, and is stated in the FAQs on Handspring's support web site. Good Luck!

__________________
Sven

If at first you do succeed, try not to look astonished.

Registered: Oct 2000
Location: Here
Posts: 213

What a biased poll !!!!! If you are going to create a poll make the verbage and the selections unbiased. This is rediculous !!!!!!!!

Registered: Aug 2000
Location:
Posts: 20

I was less than thriled with the microphone on my visor when I got my visorphone, but it was tolerable. after reading the post I did notice that a 9 was the eigth caracther of my serial #. I remember reading this info when I ordered, but for some reason I didn't think I had an affected model. I called the number without my invoice or anything, they looked it up and sent me a replacement no sweat. Great customer service as far as I'm concerned. And I ship mine back AFTER I get the replacement.

hcw3

Registered: Dec 2000
Location:
Posts: 7

Handspring customer support

I have had my visor pltnm and visorphone for two months now. When my Platinum started crashing frequently I called HS and they very courtiuosly said thely would ship a brand new one overnight and when I received it to send the original (they paid shipping) back. I got the new one 2 days later, and the new unit has been working fine.
I called HS last week after becuase the phone was giving people on the other end of a call echo mostly while I was using a headset. I called HS because I read on this forum that manly others were having the same exact problem. I asked cust support if they had heard of this problem and was told that they had, and that they have fixed the problem (it was in the headset jack) and they would send me a brand new visorphone overnight. I received it the next day!!! Return shipping for my original was paid by Handspring. All I can say is, and I am a VERY picky and thorough customer, that Handspring has just about the best customer support I have ever seen. Never a question, just a new unit overnight! And BTW, the new visorphone does NOT have any echo. I am posting this because we are the first to comnplain about bad customer service and quality control, but rarely applaud when it is good. Thank you Hanspring.

Registered: Nov 1999
Location:
Posts: 67

I called Handspring today and was told if you have a Visor with a bad serial number and your microphone works, but poorly, you are NOT eligible for the exchange. You are only eligible if you have a Visor with a completely nonfunctional microphone. Was I lied to? Mine works, but badly.

Registered: Aug 2000
Location:
Posts: 20

burningyen, I would call back and just tell them it stopped working. They didn't give me a hard time at all.