|
10/27/2010, 12:18 PM
#20
 Originally Posted by dhrubinmd
my experience with them was just the opposite. I hope they have a class action suit and go out of business based upon my chat and subsequent phone call. The crack on my usb port started outside of the warranty period. Read below:
If Toyota released a car with bad brake pedal and it had problems outside of the warranty period, would they take responsibility for it? Or, would they do an HP? which is to say, yes, the design was defective, now pay an additional $200.00 (actually $199) to get it taken care of since it is 'outside of the warranty'. Poor workmanship or design should not be rewarded with more money.
[7:33 AM] Connecting to Rescue Gateway: control.app01-07.logmeinrescue.com...
[7:33 AM] Connected to Rescue Gateway. A support representative will be with you shortly.
[7:33 AM] Chat session established with Vincent.
[7:33 AM] D says: my phone as the design defect crack in its case at the usb port
[7:33 AM] Vincent says: Hello Don. Thank you for contacting Palm Technical Support. How can I help you today?
[7:34 AM] D says: i need the phone replaced, as this crack is not my fault, but one of poor design
[7:34 AM] D says: Vincent, are you still with me?
[7:35 AM] Vincent says: Yes, I'm with you
[7:35 AM] Vincent says: I understand that the device has crack at USB and you would like to replace it.
[7:36 AM] D says: yes. the bottom line is that i mostly use a touchstone, but ended up using a usb port to transfer pictures last week. i think that is why it did not develop earlier. my son's phone had the same crack.
[7:37 AM] D says: i also note on the internet that i am not alone, these phones are prone to cracking. had you provided sprint with an updated phone, i would not be asking for a replacement of this one.
[7:37 AM] Vincent says: I’m sorry for any trouble this may have caused.
[7:37 AM] Vincent says: I'll be glad to assist with the issue.
[7:37 AM] Vincent says: Can I have purchase date of the device?
[7:37 AM] D says: thank you.
[7:38 AM] D says: i orginally purchased it on the day it came on the market, but then it was replace two more times, once for a sticking key and then for another problem. so, unfortunatley do not remember when the last replace was. also, i have made this phone last longer by not using the usb port to charge it on a regular basis.
[7:40 AM] Vincent says: From there did you purchase the device?
[7:41 AM] Vincent says: *Where did you
[7:41 AM] Vincent says: Sorry for typo.
[7:41 AM] D says: sprint, green hills, nashville, tn
[7:42 AM] Vincent says: Do you have Insurance from the carrier?
[7:43 AM] D says: with a 100 deductible, for a design defect? that is like selling garbage and charging for it twice. i don't mind paying a deductible if i lost it, or broke it, but i did not do anything on this device but use it as it was intended.
[7:44 AM] Vincent says: Can I have device serial number?
[7:46 AM] D says: yes x5xx06xxxxh
[7:47 AM] D says: the yes is on the front end of that x5xx06xxxxh
[7:47 AM] Vincent says: Thank you for information provided.
[7:47 AM] Vincent says: Can I have 3 minutes to work on this issue?
[7:49 AM] D says: you can have longer if you can resolve the issue.
[7:52 AM] Vincent says: Thank you for waiting, Don.
[7:53 AM] D says: welcome
[7:54 AM] Vincent says: As per our records you have purchase the device on 7/5/2009, So it is out of warranty.
[7:54 AM] Vincent says: You can replace the device as Out of warranty device for that you need to contact the our Voice support.
[7:55 AM] Vincent says: Once you contact them, they can help you with it.
[7:56 AM] D says: so, had this been an iphone i would have gotten a new one in a year and not had this type of problem. if this cannot be solved,then i personally hope palm disappears since it has not earned by trust as a company.
[7:56 AM] D says: do they have a phone number?
[7:57 AM] Vincent says: You can contact our Voice Support team for Palm webOS products at 877-426-3777. Support is available Mon-Fri from 6:00 AM PST to 8:00 PM PST and Sat-Sun from 8:00 AM PST to 5:00 PM PST.
they designed this phone in a mediocre manner, and used materials that could not take even minimal wear- and they don't stand behind their product, knowing it is a defective product.
Sorry to hear you didn't have the same luck. One thing that I did notice is that you were immediately confrontational - something that will immediately make the other person defensive and unwilling to make exceptions for you. I don't have my Palm chat script, but I can assure you that I spoke to the lady politely immediately told her I was out of warranty, and that I love Palm and don't want to switch phones, so is there anything at all she could possibly do to please help. She talked to a supervisor and took care of it. Of course being nice won't get you exceptional service every time. But I can tell you that being confrontational and blaming the support employee will ALWAYS get you less help than you need!
Good lesson - thanks for the post.
|
|
|