I had a problem with my VisorDLX after having to do a hard reset. I called Handspring CS and after holding for 15 min (horrible music!) I got someone to help, or not help as it turned out. The CS rep couldn't understand my problem and finally gave up after I suggested they just send me a new one. He was happy with this option since he couldn't solve my problem, so a new Visor is on the way. Although I wasn't very happy with having to hang up and call a second number to arange the return (same horrible music!) but problem solved, sort of.