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  1.    #1  


    http://www.bbbsilicon.org/commonrepo...?compid=210714

    Here's an indicator that you're not the only one having problems with PalmOne!

    Customer Experience

    Based on BBB files, this company has an unsatisfactory record with the Bureau. Specifically, our records show a pattern of non-response to consumer complaints as well as a pattern of unresolved complaints brought to its attention by the Bureau.

    The company's size, volume of business, and number of transactions may have a bearing on the number of complaints received by the BBB. The complaints filed against a company may not be as important as the type of complaints, and how the company handled them. The BBB generally does not pass judgment on the validity of complaints filed.

    The following data concerns complaints processed by the BBB since the firm's file was opened on March 21, 2000 or over the last 36 months, whichever is less. Palm Computing Inc has had 360 complaints. 93 were closed as Resolved. 178 were closed as Assumed Resolved. 29 were closed as Resolution Delayed. 2 were closed as Unresolved. 19 were closed as Administratively Judged Resolved. 39 were closed as No Response. Of these complaints: 14 were concerning Selling Practices. 62 were concerning Advertising Issues. 58 were concerning Service Issues. 24 were concerning Credit or Billing. 16 were concerning Delivery Issues. 34 were concerning Refund Practices. 79 were concerning Product Quality. 35 were concerning Guarantee or Warranty. 38 were concerning Repair Issues.
  2. #2  
    Interesting but it doesn't seem like that many considering the company's size.

    360 complaints/# Units Sold (all devices) would be very low.
    Last edited by TreoStallion; 03/07/2005 at 01:07 PM. Reason: grammar
  3. #3  
    Quote Originally Posted by TreoStallion
    Interesting but it doesn't seem like that many considering the company's size.

    360 complaints/# Units Sold (all devices) would be very low.
    That's true. I looked up on the site for other big consumer electronics companies located in Silicon Valley and couldn't find any (Apple, for example, isn't a member). Without comparative data, it's hard to tell whether this means anything.

    On top of that, only 39 / # Units Sold are unresolved complaints. That sounds pretty low to me, even if every complaint represents 100 who didn't report to BBB.
  4.    #4  
    Very few people actually complain to the BBB. So actual numbers aren't reflective of overall satisfaction / dissatisfaction. However, the unresolved/ignored complaints are usually an indicator of how a company does business.

    One factor that may make this level low is that, in the case of wireless, people complain about the carrier. So people may complain about/to Sprint. It is interesting, though, that Sprint manages to maintain an acceptable BBB rating.

    It sounds to me like PalmOne made efforts to try and placate the BBB but eventually said "to h*ll with it" and just let the complaints pile up... a recipe for an Attorney General's consumer "protection" investigation.

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