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  1.    #1  
    Well, it is official: I am waiting for my 7th (seventh) Handspring Treo to replace one that has failed testing on an HP analyser at the Sprint Store. Each time the technician reports the device fails DHRP (can somebody share with us what this acronym means?).

    Here's what I think is happening. I live in an area where Sprint has a marginal signal. If I accidentally leave a data connection built up, the Treo goes into its famous "turbo drain" mode and can empty the battery in minutes. I've noticed that sometimes (seems to be associated with this) the back of the unit gets very, very hot--perhaps uncomfortably hot to the touch.

    After this "event," the Treo begins to exhibit problems connecting to Vision (data connection) and begins having difficulty making and receiving calls.

    A trip to the Sprint store confirms that the phone is, now, defective. I leave with a nice little UPS padded envelope to return the defective one when they ship me (what will be) the next victim.

    I called, this morning, and spoke with a representative in Tier 2 support. When I told him about the problems, his response was: "Is there any way you can get a Samsung i330, sir?" "The Treos have alot of problems."

    This leads to the obvious question: is there a serious defect with the Handspring Treo? Another question I have is that if Sprint is suggesting that people replace these (I'm replacing mine with a Samsung i500), is this going to cause problems for Handspring down the road?

    Has anyone else seen anything like this?
  2. #2  
    I have a Treo 270, and so far (knock on wood) the only problem I have is the delayed speaker.

    I'm sure Handspring took all the problems with the Treos into consideration when designing and manufacturing future products, so we'll see improvements in the future. Besides, the Treo 270/300 are the "1st generation" of Handspring communicators, so any problems should be ironed out in the "2nd generation."

    I am interested in the new Treo 600, but I'm going to wait a few months to see what the early adopters say about it first before getting one.
    Million Dollar Bills, anyone?

    <a href="http://www.millionbill.com">www.MillionBill.com</a>
  3. #3  
    Handspring was recently acquired by Palm (Handspring was formed by FORMER Palm empolyees who were disgusted with Palm's bureacracy and the time it took to deploy a product from R&D to the market!). Sprint does an awful job of training their people. It is literally MONTHS before their technicians are given formal training. Just to clue you in (my friend works for Sprint) their T2 technicians were told to "figure it out for themselves" and their training consisted of Power Point presentations! LOL! Now that's "quality" training Treo 300 have numerous issues: the fail IOTA (Internet Over The Air activation) and cause error 67's, Data Services not enabled, etc.... They lose battery life quickly and sometimes the driver files are corrupt and create Hot Sync issues/problems... Also if you are unfortunate enough to use BCPE you will be subject to numerous "Fatal Exception" errors... Most users don't like the Treo300 and the tech's I've spoke with hate the thing. I too was told to get a Samsung i330. Well, what else can you expect from an oraganization that doesn't train its personnel... It would be like the US Marine Corp tossing their new recruits weaponry and sending them to the front with no training! In the IT world training is king just like in the military.
  4. #4  
    Originally posted by Patriot
    It would be like the US Marine Corp tossing their new recruits weaponry and sending them to the front with no training! In the IT world training is king just like in the military.
    You don't need training to be a Jar head. LOL

    Army of One
  5.    #5  
    Originally posted by ClarenceCM3


    You don't need training to be a Jar head. LOL

    Army of One
    Yeah, I thought the general orders for the USMC were:

    1) Find where the enemy artillery rounds are landing.

    2) Go there.



    [hey, us ex-Army guys love the Marines!]
  6. #6  
    I don't know maybe it's just me. But I find it hard to believe that you have had 7 bad treos. What I would believe is the person at the Sprint store doesn't know how to run the diagnotics correctly. There are about 5 people in my company who have the treo 300 and all of us are on our first one. There is me and another guy who got the treo when it first came out and have been loving it. Nothing in the industry comes close. The ability to retrieve me lotus notes email, surf the web, do IM and use it as an ISP. (I can turn lights on in my house from my treo

    IT ROCKS

    Oh and Sprints Service (both customer support and coverage) kicks ATT's ****. (Verizon has better coverage but not the Treo
  7. #7  
    What? are you eating your Treo's 7 is kind of hard to swallow.
    As far as customer service Sprint is great, treo could use some.

    Question: do you think the new 700 will solve the problems you have with your 300
  8. #8  
    not hard to believe here. I'm on my 6th since they first came out...
  9. #9  
    Originally posted by Patriot
    Treo 300 have numerous issues: the fail IOTA (Internet Over The Air activation) and cause error 67's, Data Services not enabled, etc.... They lose battery life quickly and sometimes the driver files are corrupt and create Hot Sync issues/problems... Also if you are unfortunate enough to use BCPE you will be subject to numerous "Fatal Exception" errors...
    Could you please explain what you mean by "error 67's? Also, by "BCPE" do mean the Sprint Biz conenct service? Thanks...
  10.    #10  
    Originally posted by richlee91
    I don't know maybe it's just me. But I find it hard to believe that you have had 7 bad treos. What I would believe is the person at the Sprint store doesn't know how to run the diagnotics correctly. There are about 5 people in my company who have the treo 300 and all of us are on our first one. There is me and another guy who got the treo when it first came out and have been loving it. Nothing in the industry comes close. The ability to retrieve me lotus notes email, surf the web, do IM and use it as an ISP. (I can turn lights on in my house from my treo

    IT ROCKS

    Oh and Sprints Service (both customer support and coverage) kicks ATT's ****. (Verizon has better coverage but not the Treo
    Yes, well I imagine that there are people out there on their first Treo. I'm not one of them. The problem has been diagnosed at two stores (Preston & Nw Hwy store, and Mockingbird Station store). My account has been duly noted each time--and the funny thing is that *nobody* at Sprint believes this is unusual. Quite the opposite: there are tier 2 guys telling me to ditch the Treo and go for a Samsung phone (which I am going to do as soon as the i500's roll out).

    I'm sorry you don't believe me, and I'm glad that you are having such good luck and you love Sprint's customer service. However, this entire message board is full of people having problems with their Treos, and complaining about Sprint's hideous customer relations. You are definitely the exception to the rule.

    If I didn't know better, I'd suspect you of being a Sprint public relations person
  11.    #11  
    Also, FYI, I work for a company where there are over 100 of us who have Treos (probably well more than 100). About 1/3rd of the people I know have had to have their Treos replaced. This mirrors TreoCentral's poll at

    http://discussion.treocentral.com/tc...threadid=34103

    Good luck with that first Treo!
  12.    #12  
    Here's the letter I received from Handspring tech support. We'll see where this goes:

    -----

    "Thank you for again contacting Handspring Technical Support.

    We apologize for the difficulties that you are encountering. We understand
    that your Treo drains its battery quickly. You have also mentioned that
    after the batteries drain quickly you experience difficulties in receiving
    or making calls.

    We are escalating your issue to our next level support team. A Product
    Specialist will be assigned to your case. You can expect to hear from us
    again in about one business day."
  13. #13  
    I'm on my 4th treo 300 since november.
  14. #14  
    I'm hoping my Treo breaks right before the release of the new Treo600.
  15. #15  
    It's true we are having some problems with the Treo 300. DHRP stand for Direct Handset Replacment Program. The phone does not fail DHRP in the Hp Diagnostic test. Due to regulations set by sprint we are not alowed to disclose exactly what part of the test the phone actually failed.

    Hope I was some help.
  16.    #16  
    Originally posted by sprintpcstech
    It's true we are having some problems with the Treo 300. DHRP stand for Direct Handset Replacment Program. The phone does not fail DHRP in the Hp Diagnostic test. Due to regulations set by sprint we are not alowed to disclose exactly what part of the test the phone actually failed.

    Hope I was some help.
    Yes, of course you're not allowed to disclose any information that might be helpful in resolving the situation. That would be un-Sprintish! What really chaps my bee-hind is that you guys (1) know that the Treo 300 is problematic, and (2) don't have replacements for them in the stores. You make customers wait 2-4 business days to replace (in some cases) dead devices.

    As soon as I'm done with this, I think I'm going to print this thread and forward it off to the Better Business Bureau!

    Seven phones, guy, is excessive. If you're having those kinds of problems, you need to *replace* the phone with something that works instead of screwing your customers over.

    Joe
  17. #17  
    im sorry you feel that way. I joined this to try and answer some questions people might have, but if your gonna bite MY head off for something I have no controll over mabye I should just leave and not even try to help.

    Guy
  18. #18  
    Originally posted by sprintpcstech
    im sorry you feel that way. I joined this to try and answer some questions people might have, but if your gonna bite MY head off for something I have no controll over mabye I should just leave and not even try to help.

    Guy
    I think people here appreciate any info that you may hve to offer sprintpcstech. Unfortunately, as a rep of Sprint, some people may want to rant against you b/c there is no other oulet available. However, I think JoeGuru has a point here is there indeed is known prob w/the treo and Sprint has not adequately addressed it. In any case, I hope you continue to visit these forums and add any insight you may have in the future...
  19. #19  
    i have to agree with the last post -- nothing helpful may be disappointing (but not unexpected), but just listening is good.

    perhaps, if you, sprintpcstech, could convey upline the absolute *fact* that Sprint's customer service is *perceived* as the nation's worst ... that might be useful in itself.

    i have (sometimes sadly) beent a sprint customer for years. but i can't get anywhere with support. even when front-line people are clueless [tthat's often!] then rightly apologize for what is to follow -- delays, dropped calls, the inability to actually FIX something, etc.

    perhaps worst, and NOT YOUR FAULT SPRINTPCSTECH, is sprint's joy with *deep* yet futile call directory trees. want to ask why your Vision hasn't worked for 2 days -- wait 80 minutes. want to leave a voice mail for the boss -- no F**KING way! speaking as a shareholder, this is extremely troublesome!

    so, thanks for being here (really!) but please excuse folks such as me who harbor years of disappointment and see no real effort to improve things. again, NOT YOUR FAULT.
  20.    #20  
    I'm sorry you feel like this was a personal assault--and perhaps it appears to be. However, it is really intended for Sprint as a whole, and not just you. I appreciate your clarification about the Direct Handset Replacement Program. However, you must understand that you work for a company whose customer service is abyssmal. I've never seen a firm that could tell you "no" in as many different ways, or had 7-layer excuses for why they "couldn't" do something (such as "disclosing information" on why your handset failed a particular test).

    The fault is not yours, but you (unfortunately, and it is not your fault) are part of the problem. It is you that delivers that bad news to a customer--who then has to wait almost a week for a replacement on a defective handset. Sprint couldn't care less how this impacts my productivity or business. To your firm, I am simply a phone number and a source of revenue once a month.

    I don't appreciate it, and I can't wait for wireless number portability to become an option.

    Thank you for your input, but I'd be more grateful if you posted something like "I pulled 2 managers aside, today, and showed them this thread and told them 'we need to quit doing this to our customers'" ... you get the idea.

    Joe
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