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  1.    #1  

    I purchased my TREO 650 phone on Friday, 2/11. The device continued to lock up and / or reboot for no reason numerous…NUMEROUS…times.


    I called the Cingular store where I purchased the device and received some news of interest from the store’s manager:

    • Cingular managers had a corporate wide conference call this morning. The Cingular managers were instructed to make all customers send any malfunctioning TREO 650’s back to PalmOne. The Cingular store locations could not replace / exchange them.
    • The call also said there is a global hardware issue with the Cingular TREO 650. The problem is (no surprise to me) the devices keep locking up and rebooting for no reason.
    Are any other Cingular TREO 650 users experiencing these same issues?



    How is PalmOne’s return service, policy, and turn around time?



    Should I return it or wait 6 months for the bugs to be fixed?



    Frustrated in Chicago,



    NEO 650
  2. #2  
    My Cingular Treo 650 is working just fine here. I have the following loaded:

    Chatter
    Converter
    dbScan
    DocstoGo 7.003 (SD card)
    eReader 2.5.3
    eWallet 4.01
    Fileman 3.0
    KB Lights
    LEDOff
    Loan Pro 3.0
    MobileDB 4.0
    RealPlayer
    Versamail 3.0
    Blazer
    Tide Tool
    PocketChess Deluxe 2.5 (SD Card)
    Frobnitz (to play the orginal Zork series on my Palm - SD Card)
    Zap!2016 (SD Card)
    BackupBuddy VFS Pro 3.07 (SD Card)
    BatteryDr (gets rid of the green data lines (connection) on PDA poweroff)
    TreoGuard (prevents accidental answering of phone while taking out of holster)
    dBScan (checks for corruption in the calendar database)
    TealScript (G1 strokes anywhere on the screen - wooohooo!!!!)
    Uninstall Manager
    Cleanup
    Adobe Acrobat Reader 3.05 (SD Card)
    PXAClocker (no systemwide change, app by app only)
    VFSMark
    Cardspeed
    Speedy
    Benchmark
  3. #3  
    return it, I wouldn't wait for anything
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  4. iomatic's Avatar
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    #4  
    Quote Originally Posted by Neo 650
    ...
    Are any other Cingular TREO 650 users experiencing these same issues?
    Yes

    How is PalmOne’s return service, policy, and turn around time?
    Don't know. Ordered another one on a second card, and returning the first to Cingular.

    Should I return it or wait 6 months for the bugs to be fixed?
    Don't wait/test for more than 30 days, as that is when the return/refund period ends. Before 3 days, you can get the Cingular activation fee back, if that matters to you.

    ...
  5. #5  
    Yeah dont take that BS from the store just cancel your account under the 3 Day/30 Day policy if they do this. I am going back today and will report my experience.
  6. #6  
    Quote Originally Posted by dohspc
    Yeah dont take that BS from the store just cancel your account under the 3 Day/30 Day policy if they do this. I am going back today and will report my experience.
    I concur. If they won't replace it, return it. I have one perfect one and then bought a second. Second reset several times a day. Returned 2nd one for third. Third would freeze if Bluetooth turned on. Returned it for Fourth. Now first and fourth running beautifully.

    Did all at the stores.
  7. #7  
    Yes I agree that there is a hardware problem. Mine restarted before I even managed to get the phone turned on. I had not even unwrapped the CD or the sync cable.

    My wrinkle is that I purchased my Treo 650 via the AT&T Wireless upgrade web site, so I can ONLY deal with the web site group.

    I called 611 for a replacement 48 hours after getting the phone on the 7th. Cingular 611 bounced me to the web site group, who agreed to send me a new phone "within 5 to 7 business days."

    As of this morning, 4 business days later, it is not here yet. How do "normal" customers with a near dead phone deal with a "within 5 to 7 business days" delay? This is surely customer service from Hell.

    If this new phone is not perfect, I will exercise the 30 day guarantee that is provided here in California.

    I wonder what will happen when I tell them that I don't want a different Cingular phone and want my old AT&T account reactivated.
  8. iomatic's Avatar
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    #8  
    They won't do it.

    Again, if you want a new Treo (and you can deal with the credit charges) just order a new one, and return the new SIM and old phone... that's what I'm doing now (I've already received literally just a few minutes ago), ordered Thursday night (effectively Friday.) You'll have to pay shipping though, for being part of the beta test program
    .
  9. #9  
    I called last night to have a replacement shipped to me, and today I received a order confirmation from P1 that it was processing, so judging by that it "should" ship today or tommorrow. Also, it states the shipping method as overnight. I did specifically ask for that though so you may have to, just do it to be safe.

    I'd be thrilled if it shipped today and I got the new one tommorrow, we'll see though.

    Oh, and also, before they put in a replacement order for you you'll have to talk to their tech support so they can deem it defective. Basically they'll want to walk you through a hard reset, blah blah...I just told them I already did it multiple times ( which I did ) and I couldn't waste any more time on the phone ( last night it took me 1 hr 30 min. to talk to an actual person ).

    I'll update and let you know how fast they ship this out and when I get it.
    1 | 2
  10. #10  
    Quote Originally Posted by iomatic
    They won't do it.

    Again, if you want a new Treo (and you can deal with the credit charges) just order a new one, and return the new SIM and old phone... that's what I'm doing now (I've already received literally just a few minutes ago), ordered Thursday night (effectively Friday.) You'll have to pay shipping though, for being part of the beta test program
    .
    I don't understand your post. Order the new Treo from whom? What is the "beta test"?

    What good is a phone without a SIM?

    David
  11. iomatic's Avatar
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    #11  
    I don't believe Cingular will sign you back up for AT&T--that's the last thing they want to do (corporate strategy is for new signups.)

    Order your next Treo (if the one you receive goes nuts) on a separate order, not as a return item. They'll send you another SIM. Return the old phone and the new SIM; keep your existing SIM and use it instead. I'm about to do this, but I can't confirm, though customer service has told me numerous times this will work (putting your activated Cingular SIM in a new phone).

    I should clarify: our current involuntary beta-test

    OK?
  12. #12  
    join the club. read about me and MFizzel's issues here:

    http://discussion.treocentral.com/sh...4&page=1&pp=20
  13. #13  
    Just received this :
    "
    Dear Customer,

    Thank you for contacting store.palm.com.

    I am writing you in regards to your defective smart phone. The reship for your new unit will be entered within the 24-48 hours and you will receive a confirmation of that via email. You should receive your new unit within 3-4 days. You will be contacted via email once your new smart phone is shipped. Also approximately 24-48 hours after you receive your new Treo smartphone we will email you a prepaid return label so that you may send the defective unit back. Please keep in mind that once you receive the new smart phone you will have 9 days to ship the defective unit back to us. Also please remember that if you have activated the phone you will need to contact the carrier once you receive your new one to transfer your plan. If you have a SIM card in your smartphone please remember to take it out for use in your new unit (this is only applicable for GSM models). I hope that this information was helpful and if you have any further questions please feel free to contact us at 800-881-7256.

    Please let us know if there is anything else we can do for you, and thank you again for contacting store.palm.com.

    Sincerely,

    Leah R. -
    Customer Service Specialist

    For best service, please include this message with your reply.

    If you have additional questions, please visit our online Help Desk.

    "
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  14. #14  
    Quote Originally Posted by cglaguna
    I concur. If they won't replace it, return it. I have one perfect one and then bought a second. Second reset several times a day. Returned 2nd one for third. Third would freeze if Bluetooth turned on. Returned it for Fourth. Now first and fourth running beautifully.

    Did all at the stores.
    Yeah, but who's on first?

    LOL. I also am having problems with Cingular exchanging my pocket pc phone. They said if I paid for the replacement ($700+) then they'd be happy to ship it right away. Otherwise they have to wait for this one to arrive, credit my account and then ship me a replacement. I said I had a better solution: keep your stinking phone and credit my account.

    The problem with the PPC phone is that you can't return it to store when you buy it through telesales.
  15. #15  
    Quote Originally Posted by MFizzel
    return it, I wouldn't wait for anything
    LOL I like your signature statement. I also am keeping my v551 while going through buggy Treo and PPC phones and continuous return exchange cycle.

    I asked a Sprint store manager about the frequency of T650 returns. He said "Not bad. Some people went through ten T600's before they were happy. The T650 is not as bad." While we talked two customers walked in with T650 they wanted to return.

    As for Cingular, they claim to have almost no returns on the SX66. Such habitual liars.
  16. #16  
    I hate Cingular as much as the next guy, but PalmOne has to take some of the blame. C'mon..every freakin 650 they produced is a lemon. Now I know why the CEO jumped ship. I talked to the store yesterday and they said that they would replace my phone when they got more in stock. All the wireless carriers suck, but the 650 is a joke. I had my Moto for 4 years without one problem. Been to the store 3 times since I got my 650.
  17. #17  
    i agree
  18. #18  
    As for Cingular, they claim to have almost no returns on the SX66. Such habitual liars.
    That is funny because the SX66 were in stock in each of the stores I went, and the employees were trading them for 650's.

    BTW, when dealing with a store return, when you call, say you are calling for a new activation. Here if you called and said you wanted to do a return, they suddenly didn't have any in stock. So I learned to make sure the rep had it in front of me, before I told them I was doing an exchange.

    And if they balked, I got rather loud, you mean you sold me a broken phone and won't exchange it.
    Our stores here are packed with people since the merger, so it quickly got them to exchange the phone for me so I would get out of the store.
  19. #19  
    Just received my ship confirmation! It was shipped overnight so I don't see why I wouldn't get it tommorrow?
    1 | 2
  20. #20  
    I just exchanged my Cingular T650. At first the rep claimed that it has to be a software problems and all the phones I would get from them would probably behave badly. She then said she could trade it out for a new one but only once and not just keep returning them. I just told her to cancel the account.

    Well the manager came over and corrected her telling her I cold exchange as many times as I want in the thirty days. We started the exchange process ,they broke out a new T650 and put my sim in it. I tried to make a call and the phone locked up for 60 seconds then coming back with an error "The network could not complete your call" . Two buttons are on the bottom giving the option to Dismiss or Redial. They then notice the number they gave to me, claiming it was bad or something about it not being totally provisioned. So they programed a new number on the sim.

    The phone started working properly but the voice mail number was messed up. The manager fiddled with the phone for like 5 min but claims to have programmed it in. So far its sticking.

    Since I got it home the phone has done that network error twice but I have shut the phone off and back on. Didnt require a soft reset like before so playing it out to see whats up. I have hot synced once for pim data (clean install of palm software all backup dir removed behorehand) and installed the Palmone Bluetooth update so this would work correctly in my Acura.

    Crossing my fingers no reboots as of yet... I will just take it back if it starts acting up again I guess. Dont take crap from Cingular especially if you just signed up for a new account. Just threaten to cancel and they will not mess around.

    - Edit - Also wanted to add that the cingular rep also claims NO one has brought back a T650 besides me...

    - 7:19p Central 2/15 EDIT - The phone has rebooted once since I made an outbound call from my bluetooth car kit. Succeeded the second time. No third party apps installed yet just the bluetooth update and the pim data from hot sync.
    Last edited by dohspc; 02/15/2005 at 07:19 PM.
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