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  1.    #1  
    I got a Treo 800w a few months ago. After about 40 days, it had an issue on the charge jack. I don't have any extended warranty.

    I brought it to a Sprint store. They wanted to charge me to fix it in the store. They were surprised I didn't want to pay the $55+ to get it fixed in-store.

    So then I went back home and called Palm support. They wanted to charge me $25 for an exchange. I didn't want to pay, so I shipped the 800w to them under warranty. That was on 3/23, Palm got the phone on 3/26. They were supposed to take 5-7 days and then ship it back.

    So it's about 2.5 weeks at the beginning of this week. I don't have my phone yet. I called Palm support. They have no idea where it is. It hasn't shipped out, but they aren't sure what happened. The guy on the phone says he will escalate it and call me in 24-48 hours. I waited until Wednesday. No call back and no change in status on their web-site (It says "in repair").

    I called back on Wednesay this week and a woman answers and says they still don't know the status. I escalate to her supervisor. She tells me she will personally look into it and call me back in 24/48 hours at the latest. I wait until the next day. Nothing.

    I call back again on Thursday. I get a different woman and ask to speak to the same supervisor who talked to me the day before. I have the supervisor's ID. This woman checks status and still can't tell me anything. She also won't let me speak to the supervisor. I ask to speak to a call center manager or someone in charge. She won't give me that information and eventually hangs up on me.

    So then I call Palm corporate.. I get transferred to corporate or business support by the operator. At least the guy I talk to at this number is American or sounds like it, and he says he is a higher level of support at Palm. He says he will check on it some more and give me a call back in 24 hours. He sounds more convincing though and he is a nice guy.

    This guy is actually pretty good. He called me back the next day. The only problem is that he still doesn't have any info on my phone. I'm getting pretty frustrated at this point. I agree to wait until Monday. He does offer to give me a free case, but I don't really need anything like that.

    Anyway.. It's got me rethinking the whole Pre thing. I've really been looking forward to this phone. I just can't believe how poor Sprint and Palm have things for support. I don't understand why I have to pay $55 or $25 to get a phone fixed or replaced under warranty. It isn't my fault the phone is defective. They practically hold you hostage with the fees and then if you try and do it the way it can be done without the fees, they lose my phone.

    Just ranting a little but this is my experience with Palm support. Warning to other users.....
  2. #2  
    Was the $25 exchange for a new phone or a refurbished one?

    Did they say they will fix "your" phone? Last time I used their warranty, they "fixed" my device by replacing it with a refurbished model...

    For here on out, I'll pay... don't care about hostage or anything else...
    01000010 01100001 01101110 00100000 01010100 01101000 01110010 01100101 01100001 01100100 00100000 01000011 01110010 01100001 01110000 01110000 01100101 01110010 01110011 00100001
  3.    #3  
    $25 was for replacement with a refurb. The problem is I don't know how their refurbs are. My phone was pretty new. I also didn't feel like paying $25 for something that should have been covered under warranty.
  4. #4  
    Quote Originally Posted by mogulman View Post
    $25 was for replacement with a refurb. The problem is I don't know how their refurbs are. My phone was pretty new. I also didn't feel like paying $25 for something that should have been covered under warranty.
    No argument with you there... I can't blame you one bit...
    01000010 01100001 01101110 00100000 01010100 01101000 01110010 01100101 01100001 01100100 00100000 01000011 01110010 01100001 01110000 01110000 01100101 01110010 01110011 00100001
  5. #5  
    IMHO: I believe the 25 dollars was for the advanced exchange.
  6.    #6  
    Quote Originally Posted by evilduckster View Post
    IMHO: I believe the 25 dollars was for the advanced exchange.
    yes...that is true.
  7.    #7  
    So now its going on 5 weeks since Palm officially received my Treo 800w. Still haven't gotten a replacement. I've been working with Corporate now.. Supposedly they are working on sending me a refurbished unit. They called and asked for my mailing info last Monday (a week ago). They've offered to give me a cheaper accessory for free..

    The people I've talked to seem nice, but it doesn't seem like anything is happening.

    I guess I'll see if anything changes this week.
  8.    #8  
    I ended up getting a replacement device today.
  9. Andreas's Avatar
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    #9  
    There is something fishy with replacements I guess.

    I have barely seen the phone since I first sent it back some two months ago.

    Didnt work the first time I got it back from repairs so I sent it back. Waited and got it back again, not working sending it back. Came back the second time not working and was approved for a replacement, now its been with them for 3 weeks an nothing has been shipped back to me.

    Been in contact with support twice about this and they dont even seem to think its odd, just keep telling me they can't do anything about it. I don't know why I should spend more money with them getting a Pre or Eos. Back in the good old days of Handspring Treo's the support was first class and you could even get upgraded if the repairs didnt work.

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