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  1. gtie's Avatar
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    4 Posts
       #1  
    I sent the e-mail below to Handspring this evening. Please let me know your thoughts.


    I am very disappointed in your service. I placed an order for a Treo yesterday at 8 AM.

    Here are my issues:
    1) 36 hours later I cannot get an update on when my item will ship. I do business with numerous web sites and all can easily answer this question.

    2) All I get from your customer service department is it will ship in 1-3 weeks. Why can't you tell me what day it will ship? Why are you giving such a wide window, it makes you appear as if you don't know what you are doing.

    3) You have already authorized my credit card, I'm not sure that this is even legal to allocate funds on my credit card and then not ship my order for 1-3 weeks.

    4) My Treo doesn't require activation, why does it take so long to put it in a box and mail it from IN to IL?

    5) Why didn't you learn anything from your start-up? These are the same issues you had when you shipped the first visors, you took orders and then couldn't tell people when their orders would ship.

    6) Do you understand their are alternatives for consumers to choose. The attitude that was conveyed by your customer service department is it ships in 1-3 weeks and that is all my supervisor knows.

    7) Why can't you call your distribution center and see how long it will take to work through the backlog? Is your organization so disjointed that it can't communicate?

    8) How long will it take to respond to this e-mail?
  2. #2  
    I logged on at 12:01 am monday and placed my order so I should be in the first 500-1000 orders. I wanted mine the day it was leaked to the news.

    1) Handspring is a good company and I trust them. ( I own a visor deluxe, visor prism, visor phone, and $$$$$ worth of springboards)

    2) Apple is still trying to get the new I-Mac on store shelfs weeks after it "went on sale" and they are a huge company with vast resources as Handsping will be someday with LOYAL supporters! like APPLE users are.

    3) Microsoft still can't pumpout enough x-boxes 6 months after it "went on sale"

    4) look at it this way you will still have yours long before the other 99.999999999999999% of the soon to be treo addicts. I remember all my buds green with envy when I pulled out my Go America rimm 950 at a ball game traded stocks, and made reservations for dinner that nite on a pager!!

    5) its common industry practice on orders for hightech goodies for merchants to charge you on order, as they must pay their supplier COD based on initial order size.

    6) I also remember reading when ordering that it would ship in 1-2 weeks even with out the carrier activation.... so if you ordered you agreed to it so they crossed no lines with your CC company.

    7) When I ordered my visorphone it took 8 days to come...3 days later a second package came with a FREE visorphone case and a letter thanking me for my patience and LOYAL support.

    8) here is an idea start buying HAND stock now while you wait so you can make money and be happy then when the treo comes you will be richer and cooler then you are today!!

    9) I hope this helps and saves Handspring time wasted replying to your email and gives them more time to get our treos MOVING!!


    Just my 2 cents,
    Danny
  3. #3  
    Hey, don't be so hard on him. He makes some good points! Why are people on this board so mean to noobies?

    --David
  4. #4  
    Originally posted by recordond
    Hey, don't be so hard on him. He makes some good points! Why are people on this board so mean to noobies?
    thesmith isn't really one of our regular smashers ... and gtie *did* ask for people's thoughts. Which honestly usually results in measured abuse. er, I mean, results in honest commentary that often appears to be mean or insensitive. yeah, yeah, people'll buy that.
    The light at the end of your tunnel has been disconnected due to non-payment. Please remit funds immediately for restoration of hope.
  5. #5  
    Just expressing my views on the subject no bashing!! I too pine for my treo and just don't see the point in trashing Handsping for normal problems in a tough biz enviroment when much larger companies are guilty of far worse customer treatment.. try calling Microsoft customer support( I think its 1-900-MUST PAY) or can you say ENRON or maybe GLOBAL CROSSING now thats who needs a good bashing!!! in their heads!!! If I offended the poster it was not my intent. just trying to make him or her see another way of looking at the reason they are upset and ways to use up the wait time.

    Danny
  6. #6  
    Originally posted by thesmith
    If I offended the poster it was not my intent.
    I think maybe you offended recordond ... let's all gang up on him, tee hee!





    hmm, maybe I need to go to bed ...
    The light at the end of your tunnel has been disconnected due to non-payment. Please remit funds immediately for restoration of hope.
  7. #7  
    Gang up on me?? No, it is just so many new people get ganged up upon here, especially in the past few months. I remember the old VC, when I regestered. Everyone was helpful no matter how dumb the question or poster. Maybe we need some new members, oh wait we scare them all away.

    --David
  8. #8  
    Originally posted by recordond
    Gang up on me?? No, it is just so many new people get ganged up upon here, especially in the past few months. I remember the old VC, when I regestered. Everyone was helpful no matter how dumb the question or poster. Maybe we need some new members, oh wait we scare them all away.
    Also noted. I've tried to make a karma ***** of myself, lately, to offset my obscenely OT posts... things seem out of joint lately, though...
  9. #9  
    WRT: Handspring's customer service...

    Definitely a downturn lately. I think that they took the best course of action with the Treo, though. Had they delayed the "1-2 weeks" until they would be able to ship en masse, they'd lose too much ground against the i705. As it is, I think it's a crying shame they released 2nd.

    ...I do have to wonder what the heck really happened to delay the Treo for so long (delay being a relative term, of course). I will be very interested to see if their initial sales figures are in the same ballpark as the i705.

    I too am waiting to hear just how long my treo will take, but I can't be too disgrunted about it since I didn't shell out 400 smackers for it. But believe me if I had I would be posting the same rant as gtie here.
  10. #10  
    Originally posted by gtie
    I sent the e-mail below to Handspring this evening. Please let me know your thoughts.
    My thoughts are that Handspring having to divert customer support resource to address memos like this is costly and time consuming.

    HS wants their product out as much as you want it. The reasons for the weeks delay in shipment will be known in good time. The delay was also clearly identified BEFORE you placed your order.

    I suggest some patience rather than cage rattling.
  11. #11  
    Don't shoot the messenger here - according to my sources, the delay is being requested by the carriers, not by Handspring. The carriers want two weeks to train their customer service folks so they can provide support on the Treo. Apparently, the units are sitting in a warehouse with our names on them.

    Sit tight.
  12. #12  
    Originally posted by krue
    Don't shoot the messenger here - according to my sources, the delay is being requested by the carriers, not by Handspring. The carriers want two weeks to train their customer service folks so they can provide support on the Treo. Apparently, the units are sitting in a warehouse with our names on them.

    Sit tight.
    I would believe that. I doubt that they're trying to teach them full Palm OS support, but they want them to be able to help out when a customer wants to activate or has trouble with a SIM card...

    ...now that the order has been placed, the waiting is much worse.
  13. #13  
    The HS web page says 1-3 weeks. I think initially it said 1-2 weeks.
  14. #14  
    Originally posted by gtie
    3) You have already authorized my credit card, I'm not sure that this is even legal to allocate funds on my credit card and then not ship my order for 1-3 weeks.
    I seriously doubt that you credit card has actually been billed. HS authorizes in advance but bills the card right before shipment from my experience.
  15. #15  
    Isn't this whole thing (early leaks, delays in production, initial shipping delays, etc.) pretty much the norm for new products?

    We can certainly wish it were otherwise, but I seem to recall that this happened for most really NEW things that hit a large base of eager and loyal fans. The iMac and X-box were mentioned, but I seem to recall that it happened in the early days of a lot of things (I can still remember the lines for early 'cheap' VCR's!)

    I believe this is the price you pay to be an 'early adopter'.
    Do what you can, with what you have, where you are at!
  16. #16  
    Handspring has certainly learned from the deluxe release. I remember it took 6 weeks to get my deluxe when I ordered. however, they told me it would take thatlong.

    Personally, I am waiting for the color treo or what else is out there this summer.

    Lou
  17. #17  
    One aspect of customer service that has definitely improved since I first ordered my Visor: almost zero wait time on the phone. I certainly appreciate that.
  18. #18  
    I ordered a Treo on Monday. My card has not been charged and HS says they won't charge until it ships. They have place a "hold" on my card for the amount of the purchase to insure I have the credit line to pay.

    This is standard practice and experienced by anyone who's reserved a rental car or hotel room.
  19. #19  
    Originally posted by recordond
    Gang up on me?? No, it is just so many new people get ganged up upon here, especially in the past few months. I remember the old VC, when I regestered. Everyone was helpful no matter how dumb the question or poster. Maybe we need some new members, oh wait we scare them all away.

    --David
    If you see such behaviour please notify one of the mod's we can't be everywhere at once...

    In this case Gtie vented his (understandable) frustration and thesmith replied with his vision... I don't feel like he was bashing him. He just had a different opinion...
    <IMG WIDTH="200" HEIGHT="50" SRC=http://www.visorcentral.com/images/visorcentral.gif> (ex)VisorCentral Discussion Moderator
    Do files get embarrassed when they get unzipped?
  20. #20  
    I would be glad to help any new members with questions
    just ask...

    Thanks for the simple clarification ToolkiT
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