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  1. d94
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       #1  
    I was hoping i would not have to create a thread like this to share my experience with palm over the last week, however they have left me no choice and i feel its only right to share my experience so that all those with manufacturing defects or other issues will not waste the hours i have and those interested in buying the device will know how the company that produces them treats their customers.

    Approximately two weeks ago i paid $320 for my palm pre and renewed my contract with sprint for two years. After i purchased my device and began using it i noticed a few problems:

    1. very bad back light bleeding on the bottom of the screen.
    2. poor backlight on the keypad
    3. battery would not last longer than 6-8 hours regardless of settings, i even tried hard resseting the device and this did not help.

    I accepted these flaws with the mind set that after i got to enjoy this new device and had time either sprint or palm would replace it for me with a new device free of defects.

    Apparently i was wrong. I had mine ordered via VAD (charged to my account and shipped to the store), apparently the only way to exchange is to return it, wait for the credit to come back to my account and my eligibility to be reveresed so they can order me another one. total time of process = weeks

    I figured id contact palm and they'd take care of me. Iv been using their devices since i was a child and have never had any problems. Plus the pre is what many call the phone that will either make or break them, thus one would think they'd take care of their customer.

    I called palm last week and explained the issues i was having with my device and that i needed to get it replaced. i was told id get a call back within 24 hours from level 2 tech support to set up an advance exchange upon approval. Fast forward yesterday and i had still not received a call thus i took the initiative to contact them myself.

    I spent two hours on the phone with palm and it only ended with anger on my part. First off customer service told me that i had recieved a call back and my issue was resolved. Funny how that works because obviously i had not recieved a call back and a PHYSICALLY DEFECTIVE DEVICE cant fix itself last i checked. Then i was put on hold for about a half hour and once the rep came back i was told that with my that with my defective screen, keypad, short battery life that my device was not eligible for replacement. I was furious and re-iterated to the CSR that what she was telling me that as a customer who just paid $320 for a phone, $70 for a touchstone and signed a two year commitment with sprint - that my pre with very bad back light bleeding, keypad lighting and other issues did not qualify as a defective device thus i was expected to be happy and therefor assume that this is how they designed the device to be?

    This left the representative at Awe and i asked to speak to her supervisor at which point she put me on hold again for about 5-10 minutes. i was transferred to her supervisor and was then and only then told that my device was eligible for either repair or replacement. I can either send in my device for a week to get repaired or they will take a $400 security deposit via credit card and will do an advance exchange. I explained that this was unacceptable. I just paid almost $400 for my pre with the cost of the touchstone and refuse to send in a two week old device to be repaired. An advanced exchange is what i was looking for and asked for last week however as a college student and a customer who just laid down $400 i explained it was ridiculous for palm to expect me to let them hold $400 MORE of my money and that i simply could not afford it. The supervisor told me this was all he could offer and there was no way around it. I certainly got the jist that palm was trying very hard to tell me to go sprint to get the device exchanged however i told him if i had to return the phone and wait to get it replaced id likely go buy an iphone without these defects for $99. But i wanted to keep my pre, however palm was making it difficult for me to do so. Even if i returned the phone at that store and attempted to buy it at corp id have no luck as there are long waiting lists at all corp stores and it'd be weeks until i was able to buy another. This didn't help and the supervisor told me perhaps corp could help and thus transferred me.

    Once i got a hold of someone at corp i was greeted by a very nice executive customer service rep. however after spending a half hour speaking to him he could not do anything further to help me other than honor my request to have the device hand tested before shipping it to me, however i would have to give them $400 to hold as insurance in case i don't send back my old phone. I told him i would check my finances to see if i could somehow pull it off and that I'd give a call back. I checked my bank account and while it would leave me close to broke for a week i decided to call back palm and do the advance exchange. I spoke to another rep and he put me on hold while he was setting up my exchange. after about 5 minutes he came back on the line to inform me that he wanted to clarify something - that i would not get a new device - i had been misinformed by the previous rep - he could only send me a REFURBISHED one. I explained for the 10th time that this was unacceptable and that i don't see how palm could expect a customer to pay $300 for a defective device only to have it replaced by a refurb!? needless to say i was informed this was the only type of replacement i could get and he did not have access to new ones..what BS, i couldn't believe my ears. He then reminded me that i could send it in and would have it back in 5-7 business days..which was unacceptable as i told him yet again i cant be without a phone nor would i accept repair on a 2 week old device. i was told if these options weren't satisfactory i could return my device and re-buy..which is ridiculous. And so here i am out $400 with a defective pre and palm not even willing to replace it with anything other than a refurbished unit...simply horrible. For their sake i hope they improve their customer service before they drive their customers away as they have done to me.

    Palm,
    I hope you hear about my experience and disappointment and make things right before i truly give up on this awesome device and go buy the product it was designed to compete with, but with this kind of service what choice do i have?
    palm pro > visor > m100 > visor prism > clie sl30 > zire 71 > dell X5 > toshiba E755 > clie NX70 > ipaq 2200 > Treo 700w (verizon) > Treo 700wx (sprint) > Treo 755p (sprint) > HTC Mogul > HTC Diamond > HTC Touch Pro > Pre
  2. #2  
    Not all perceived defects to you are considered defective in nature to them. Its the same with all companies. Why didn't you have sprint insurance?
  3. #3  
    did you try sprint's account services (retentions)?
  4. joelpalm
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    #4  
    Just cancel and go get your iPhone already you damn fanboi!

    JK. That sucks man, I would just return it and wait til they fix the problems. I have actually postponed switching to Sprint because of all the problems. I am stuck with this crappy SUPER LAGGY BB Pearl. But you will figure it out.
  5. #5  
    well, I feel sorry for your situation, I do want to say that if I were in your situation, I will definitely go talk to sprint rather than palm..
  6. #6  
    That sucks, but the problems you mention seem very cosmetic in nature. Eitherway re-buy @ a later date if these "defects" s are too much. But you bought the phone from sprint, and it sounds as if palm dosent view your claims as a defective issue. I'm not impying that those issues are not valid, but it does sound as if palm doesn't think so.
  7. #7  
    Quote Originally Posted by storino03 View Post
    Not all perceived defects to you are considered defective in nature to them. Its the same with all companies. Why didn't you have sprint insurance?
    Why must he have Sprint insurance??? Phone is not lost, stolen, or damaged, it is defective. These are things manufacturers warranty are responsible for.

    To O.P, why not just deal with Sprint directly (and yes wait weeks for replacement like you intone) or just cancel the whole thing and wait for version 2 or a few months?
    .....Life is But Such Sweet Sorrow.....
  8. zach_alt's Avatar
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    #8  
    My co-worker scratched my screen last week. I took it into the store today, walked out with a brand new Pre.
  9. kabamm's Avatar
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    #9  
    Pfft. Whiner. I do see a little splotchiness at the bottom of my screen - not sure if I'll try to trade it - will give it a couple more weeks to see if it bothers me. I wonder if iPhones have any backlight issues?

    With this kind of battery, it needs to be conditioned; 1. fully charged before first use, 2. kept topped up - not drained and re-charged. New batteries of this type have a short/low charge until they have seen a few charge cycles. Personally, I'm reserving judgment on the battery life until I've had it a few weeks. So far, it doesn't seem any worse than my Blackberry Curve.
    "I like paying taxes. With them I buy civilization." Justice Oliver Wendell Holmes.
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    BB 850 -> BB 957 -> BB 7230 -> Treo 600 -> Treo 700p -> BB 8330 -> Palm Pre -> ?
  10. #10  
    I think you are overreacting, unless I missed it your phone is still working so why the I want it now attitude? Just go back to the store and get on their waiting list and you won't have to put down $400.

    I bought two on the 6th and went back in on the 9th because mine had a blotchy screen, my wife's looked like it had some light bleeding on the bottom but I wasn't sure because I hadn't had a chance to look at it yet (she wouldn't let go of it.) my sales lady said she would hold me two when the next shipment came in. I waited a week and went back in and she was off so they put me on another list, she just put me on a post-it to her computer. Three days later, total of 10 days waiting, she called and they had two waiting for me, I only took one because my wife's didn't have a problem it was just the fade at the bottom of the screen in web browser where the forward and back buttons are. Doing a screen test in device info showed her screen to be near perfect and is the same as my new one.

    Contrary to you title Palm and Sprint DO CARE about their customers but also know that it is impossible to please everyone. I work for a new car dealer and have been amazed at some of the things my manager will do to make an unreasonable customer happy but every once and a while they just politely tell them no.

    If this is the way you really feel then just take it back and get your iphone. Palm, Sprint, and PreCentral will go on just fine without you.
  11. mcnutty's Avatar
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    #11  
    I'm struggling to understand a thing or two. Where did you buy the phone? Unless you purchased directly from Palm, why aren't you dealing with the place originally purchased? This should be replaced by a new phone in the first 30 days as long as it hasn't been damaged by the owner.
    If at first you don't succeed, keep on sucking till you do succeed.
  12. #12  
    It really isnt palms problem as stated before, you should deal with the store you bought it from.

    Thats like me buying a Honda and if it breaks I don't go to the dealer to fix it, I call up the Honda CEO in japan (or wherever) and demand they repair my car.

    They seemed to try to work with you to the best of their ability from my end, looks like they did a good job

    Sorry you didn't see it that way
  13. joelpalm
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    #13  
    Quote Originally Posted by Integrals View Post
    It really isnt palms problem as stated before, you should deal with the store you bought it from.

    Thats like me buying a Honda and if it breaks I don't go to the dealer to fix it, I call up the Honda CEO in japan (or wherever) and demand they repair my car.

    They seemed to try to work with you to the best of their ability from my end, looks like they did a good job

    Sorry you didn't see it that way
    Not really. A better example would be if you bout a Honda and it came with a screw loose, a small chip in the paint, and bird **** on the windshield from the factory, and instead of going to the dealership you called up Honda Motor Company Limited Headquarters and complained to them.
  14. #14  
    It is amazing how everyone is ready to jump on this guy. God forbid someone purchases a subsidized phone for $320, signs a two year contract and expects the purchase to be free from defects. He contacted the company who manufactures the device, and who should honor the warranty. If he has only had the device for two weeks, there is no reason he should not be entitled to a new one instead of a refurb.
  15. #15  
    or buying a TV from best buy and calling sony to replace it

    dont understand why people dont go back to point of purchase here...
  16. #16  
    Palm gave you 2 reasonable offers. You either send it in and wait, or do the advance replacement. I dont see the problem. They arent just going to send you out a new phone and hope you send your old one back.


    Do you have a credit card? They often just put a hold on the card, you send the phone back and they remove the hold. No money exchanges hands.
  17. SharonW's Avatar
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    #17  
    Frankly, I just want to know what "corporate escallations" are and what they do. Is it this? Escalate your relatively trivial complaints into complete rage?

    Dude, take a deep breath, go to the Sprint store and get on a waiting list for an exchange. In the meantime, it's not like your phone doesn't work. Sheesh.

    And, BTW, 6-8 hours of battery life is sounding par for the course.
  18. #18  
    I think your dissapointment stems more from unreasonable expectations then any defecit of customer service.


    "These kids today think the world owes them something" Old Man Withers
  19. #19  
    Quote Originally Posted by joelpalm View Post
    Not really. A better example would be if you bout a Honda and it came with a screw loose, a small chip in the paint, and bird **** on the windshield from the factory, and instead of going to the dealership you called up Honda Motor Company Limited Headquarters and complained to them.
    Okay ill bite, assuming it has all that visible things wrong with it, you should have checked it at the dealership

    IE, if you are going to spend that much on the phone and you are THAT anal, then check what you buy first, its what I did, turned down 2 phones before I got the one I wanted
  20. #20  
    My aunt is having some -same-like exchange issues with Radio Shack as well.

    It appears everyone is out of stock on the Pre and she is calling daily for a waiting game.

    I had her call Palm directly, and sure enough she can send it in for a repair (and/or refurb)

    The problem with the Pres is that there is a shortage...so shes going to wait a few more days, and if not then full return, then try again.

    PS- she is having the wobbly screen issue
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