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  1.    #1  
    The retaining bolt that held the antenna on my Treo 600 came unscrewed. I lost the antenna so I've also lost reception.

    All I need to do is order a replacement antenna (and retaining bolt) and my phone will be fine.

    The rub: I can't contact Palm because my phone provider is Sprint. Every time I try to reach someone at Palm, they tell me to conact Sprint.

    Every time I contact Sprint, they tell me they can't help me and that I'll have to order the replacement antenna through Palm.

    Is there anyone out there that would be able to direct me to a live person with whom I can speak and expect to receive a replacement antenna for the one that I lost?

    This isn't rocket science. I've lost a part that is designed to be taken off and replaced, yet Sprint can't replace it for me, telling me to go directly to Palm and Palm redirects me to Sprint in order for them to help me. A big mobius strip of customer frustration.

    Thanks in advance for any help, advice, etc.

    Ken
  2.    #2  
    The short version of the answer:

    Since I had the replacement plan through Sprint, their CS department suggested that I make a claim. They would replace my perfectly functioning Treo 600 (with the exception of the missing antenna) with another functioning unit that had an antenna for the low, low price of $35.

    I did this and received the replacement today.

    The somewhat longer version. Start at the bottom and work your way up.

    Dear Ken,

    After reading your email, I can imagine your frustration and I
    appreciate the admirable restraint you exercised in your message.

    As the antennae for your handset is not available through Sprint nor
    through Palm, I have suggested you to replace the handset so that you
    can use the service.

    Further, I have also forwarded your concern to the appropriate
    department to take the necessary action.

    We value your loyalty and look forward to serving you for years to come.


    Paul M.
    Sprint Business eCare


    Original Message Follows:
    ------------------------
    So for what amounts to a $10 (maximum) part, I need to trade in a $600
    phone? That doesn't make much sense to me, when I should simply be
    able to order the part from either Sprint or Palm and replace it
    myself.

    If this is the course of action I have to take in order to get the
    antenna replaced, that's what I'll do. Please confirm that replacing
    the entire $600 phone is the action I need to take in order to receive
    the $10 antenna.

    Thank you.

    Ken
    On Sep 7, 2004, at 1:46 PM, Sprint Customer Solutions wrote:

    Dear Ken,

    I can certainly understand that inconvenience you may have experienced
    because of the non-availability of the antennae for your PCS Phone.

    A review of your account shows that your PCS Service Plan includes the
    PCS Equipment Replacement Program. As you are unable to use your PCS
    Phone without the antennae, you can receive a replacement phone for
    the
    same. To receive the replacement and for further assistance, please
    contact 'lock\line' at 1-800-584-3666.

    'lock\line' agent hours of operation are:
    - Monday - Friday 7:00 a.m. - 9:00 p.m. (Central time)
    - Saturday 9:00 a.m. - 6:00 p.m. (Central time)
    - Sunday Closed

    We appreciate your support in this regard.

    Paul M.
    Sprint Business eCare


    Original Message Follows:
    ------------------------
    I just called the Accessories Department at the number you provided
    and

    they told me exactly the same thing that the Sprint store told me:
    "We

    don't carry that, sir. You'll have to contact Palm directly to order
    that part."

    So, what are my next steps? To whom can I speak in order to purchase
    this item? I can't seem to do so through my provider (Sprint) and the
    manufacturer (Palm) simply pushes me back to Sprint and won't let me
    order directly through them.

    Please let me know how I can purchase this part so that my phone will
    function again.

    Ken
    On Sep 7, 2004, at 12:15 PM, Sprint Customer Solutions wrote:

    Dear Ken,

    I understand that you have lost the antennae of your handset and
    apologize for the inconvenience this may have caused.

    As you have lost the antennae, you need to purchase a new antennae.
    You
    can purchase a new antennae through our Accessories department at
    1-800-974-2221.

    We appreciate your support in this regard.

    Paul M.
    Sprint Business eCare

    Need to get a phone number or information? Just dial 411 on your PCS
    Phone to access a variety of convenient services.

    PCS Directory Assistance simplifies your life. Get phone numbers,
    theatre locations, show times, driving directions, local event
    information, and much more. For only $1.25 per call, plus airtime,
    get
    up to three phone numbers or requests answered and get connected to a
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    Original Message Follows:
    ------------------------


    =======================================================================
    =
    Name : Ken
    Form : Ask A Question - Learn
    Topic: Equipment
    Contact Number:


    =======================================================================
    =

    Question:
    I own a Treo 600. The retaining bolt holding the antenna came loose,
    and
    I've subsquently lost the
    antenna, rending the phone useless.

    I've gone to a Sprint store and they've indicated that they
    can not replace the antenna. They refered me to the OEM, Palm.

    I contacted Palm and they
    indicated that I can not contact them to replace the antenna, and I
    must
    go through Sprint.

    All
    I require is the antenna and the retaining bolt, but I seem to be
    caught
    in a loop between Sprint
    and Palm that won't allow me to purchase this part.

    Should you respond, you'll have to email
    me, since my phone is inoperable.

    Since I use my phone for business, it's very important to me
    that I get this resolved as soon as possible.

    Thank you for your attention to my problem.

    Ken


    =======================================================================
    =
  3. #3  
    That is so retarded!
  4. #4  
    Fortunatley (or unfortunatley) I just had a similiar experience with wife's Dell. My wife lost one of the stick-on rubber feet from the bottom of her Inspiron laptop. I e-mailed tech services who instructed me to call Parts. I called parts who told me to call tech services. I e-mailed tech services again who said that the rubber feet weren't available, I'd have to order an entire "bottom tray" for the laptop. (They were kind enough to supply the part number.) I called back Parts and, after fending off offers to sell me extra memory and spare batteries, they quoted me a price of $75 for the part. (I declined.)

    Bottom line, $75 for 50 cents worth of stuff.

    Sad, sad, sad.
    Dennis G. Esler

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