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  1.    #1  
    You know, I don't personally hold anything against these support guys. They're working off of scripts, and prolly get a lot of calls/chats every day. I've done support before of products I don't fully understand. But while we're all waiting for concrete news, I thought I'd just post this lengthy exchange for some entertainment.

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    12:17 AM Connecting...
    12:17 AM Connected. A support representative will be with you shortly.
    12:17 AM Support session established with Albert.
    12:17 AM Albert:
    Hello (customer).
    12:17 AM Albert:
    Thank you for contacting Palm Technical Support. Please give me a moment to review the info you provided.
    12:17 AM Me:
    Hey, Albert.
    12:18 AM Albert:
    Are you unable to download the updates on the phone?
    12:19 AM Me:
    Yes. I choose the "updates" icon, and I just get a "waiting" icon for up to 30 minutes.
    12:19 AM Albert:
    Do you see any error message?
    12:19 AM Me:
    nope. A half hour is the longest I've waited.
    12:19 AM Albert:
    I can understand that. Let me see how I can help you.
    12:22 AM Albert:
    How long have you been experiencing this issue?
    12:23 AM Me:
    Probably about 2 months. I work around it by using Preware, but it would be nice to have the native updater working.
    12:23 AM Albert:
    Do you have the Ev or 3G icon ?
    12:24 AM Me:
    I'm connected by wifi right now
    12:24 AM Albert:
    Okay.
    12:24 AM Albert:
    Have you tried to restart the phone?
    12:24 AM Me:
    Yup.
    12:25 AM Albert:
    Let us try to restart the phone and check it.
    12:25 AM Albert:
    Press and hold Power button and slide the Ringer switch three times to restart the phone. The phone may take a few minutes to restart.
    12:25 AM Me:
    Just wondering if there's an issue related to changing the app store to support 1.4.5, 2.1, 3.0, etc.
    12:25 AM Me:
    okay, I'll reboot
    12:25 AM Albert:
    Thanks!
    12:26 AM Me:
    So while we're waiting, care to leak any info about new devices on Sprint? =)
    12:27 AM Me:
    heh
    12:27 AM Albert:
    As of now we don't have any information on new devices for Sprint.
    12:27 AM Me:
    ah yes..
    12:27 AM Me:
    it's okay
    12:27 AM Albert:
    Any official announcements on new products will be posted on our website. I would suggest that you register yourself using the Notify Me link on the Pre product pages at palm.com.
    12:27 AM Albert:
    When you do so, you will receive notifications of details as they are disclosed closer to product availability.
    12:27 AM Me:
    Do you guys have a macro for those questions? =)
    12:28 AM Me:
    = rhetorical question
    12:28 AM Me:
    still waiting for reboot
    12:28 AM Albert:
    Okay.
    12:28 AM Me:
    okay, the phone is back.
    12:29 AM Albert:
    Now go ahead and check for updates.
    12:29 AM Me:
    "checking for updates"...
    12:30 AM Me:
    we could be here all night..
    12:30 AM Me:
    I have an active status glyph in the upper right hand corner, but nothing.
    12:30 AM Albert:
    Tap on device info and check for version.
    12:31 AM Me:
    1.4.5
    12:31 AM Albert:
    You are on the updated version of web OS.
    12:32 AM Me:
    yes
    12:32 AM Albert:
    Which updates are you looking for ?
    12:33 AM Me:
    I would like the update app to do the scan for me.. I've bought several apps from the palm store, and would like to know if there are updates without checking each one individually.
    12:33 AM Albert:
    One of the beauties of this device is the over the air updates.
    12:33 AM Albert:
    Changes such as this are delivered automatically by our over-the-air update system.
    12:34 AM Albert:
    Are you receiving repeated requests to update.?
    12:34 AM Me:
    no.
    12:34 AM Me:
    and you don't have to sell me on the beauties of this device. =)
    12:34 AM Me:
    I just want this piece of original software to work properly
    12:35 AM Albert:
    If any updates are available on the phone you will be able to install it on the phone.
    12:35 AM Albert:
    Tap on updates icon and check for updates.
    12:35 AM Albert:
    Do you get any prompt that updates are available?
    12:36 AM Me:
    no, and that's what I originally started this chat for.It hangs on "checking for updates".
    12:36 AM Me:
    for at least a half hour.
    12:37 AM Albert:
    Depending on the app developer, when an update is available for an app you downloaded, you may see a notification at the bottom of the Launcher screen. Tapping the notification opens Software Manager.
    12:38 AM Me:
    Well, it appears that the "Update" app is broken on my phone.
    12:38 AM Albert:
    Try to delete and re download the app on the phone.
    12:39 AM Me:
    No, the "Update" app is supposed to look at the Palm store, scan my installed apps, and tell me which ones have updates available.
    12:39 AM Me:
    It's not doing that.
    12:39 AM Albert:
    Okay, now follow the steps given below:
    12:39 AM Albert:
    1.Open Software Manager .
    12:40 AM Me:
    I suspect it has something to do with the multiple versions of webOS that you're trying to support..
    12:40 AM Me:
    okay. I don't have any icon for "software manager".
    12:42 AM Me:
    How do I open "software manager"?
    12:42 AM Albert:
    Tap on device info icon.
    12:42 AM Albert:
    Tap on more options and tap on software manager.
    12:43 AM Me:
    okay, I see a list of installed apps.
    12:43 AM Albert:
    2.Apps is selected by default, showing downloaded apps that appear in the Launcher. Tap Other to manage background apps and services that do not appear In the Launcher.
    12:44 AM Me:
    "downloaded applications" and "built-in applications"
    12:44 AM Albert:
    3.If updates are available for any of the items shown onscreen, an Update button appears in the corner of the screen with a number indicating the number of updates. Tap the button to see which apps have updates.
    12:45 AM Me:
    There is no "Other".
    12:45 AM Me:
    I just see the two categories - Downloaded applications and Built-in applications
    12:45 AM Albert:
    Are you trying to find updates for all the apps or any particular?
    12:46 AM Me:
    I am trying to use the built-in application that scans my installed apps and determines which of them have updates available.
    12:46 AM Albert:
    Okay.
    12:46 AM Me:
    It looks like a little present wrapped with a bow.
    12:46 AM Albert:
    Let us go ahead with the erase apps and data on the phone.
    12:47 AM Me:
    Gah.
    12:47 AM Albert:
    Erasing apps and data deletes personal information, including contacts, tasks, calendar events, and memos, and also deletes applications. It does not remove data stored on the USB drive. This type of erase is also known as a partial erase.
    12:47 AM Me:
    No thanks.
    12:47 AM Me:
    Thanks for your help tonight.
    12:47 AM Me:
    I'll go to the forums and see how I can resolve this issue.
    12:48 AM Albert:
    You will not lose any data.
    12:48 AM Albert:
    Except the call logs and messages.
    12:48 AM Me:
    Thanks Albert. I do appreciate your help. I'll try to resolve this issue on my own, though.
    12:49 AM Albert:
    I apologize for any inconvenience caused to you in this regard.
    12:50 AM Albert:
    If you need more help with this issue, please refer to Chat session ID: xxxxxxxx.
    12:50 AM Me:
    This is a great little phone, and I hope to buy another. =)
    12:50 AM Albert:
    Thank you for contacting Palm and feel free to contact us for further assistance.
    12:50 AM Albert:
    After our chat ends, please take a few minutes to complete the survey that you’ll receive via email.
    12:50 AM Albert:
    Take care!!
    12:50 AM Albert:
    Bye!
    12:50 AM Me:
    have a good night, sir.
    12:50 AM Albert has ended the session.
    Last edited by blinktreo; 05/14/2011 at 01:13 AM. Reason: Removed disparaging comments.

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