Palm hardware support - onvoldoende

Ik ben boos. Mijn T|T heeft al tijden last van een verlopende digitizer. Helaas openbaarde dit zich pas na 11 maanden. Dit heb ik toen gemeld, waarna ik de tip kreeg om de grote Tungsten T update te installeren. En zowaar werkte het, om precies te zijn 1 maand, toen begon de ellende weer en moest ik een aantal malen per dag hercalibreren

Aangezien ik het probleem al voor de 12 maanden barriere gemeld had, en je kan verwachten dat een apparaat van 480 euro langer meegaat dan 1 jaar, heb ik geprobeerd om Palm zover te krijgen dat ze alsnog gratis een reparatie zouden doen. Helaas, alleen standaard antwoorden, ze gaan er niks aan doen zolang ik geen 180 euro ophoest. Ja doei! Ik koop nooit geen Palm meer, alleen maar vanwege deze opstelling van hun zijde.

Hier is de mail conversatie ter lering ende vermaeck.

Citaat:

My digitizer get mis-aligned after a while. This means that I have to
re-calibrate several times a day , because I cannot operate the
scroll-bar at the right, and tapping on the wrong buttons I tried third-party
software (DigiMe, and AutoDigi) but that did not fix the problem. I
also tried a hard reset and no installation of any application, but the
digitaizer keeps on mis-aligning.

I already reported this at 3 november 2003 and installed the Tungsten
update on the advice of the palm support center. This however did not
fix the problem.

I am aware that the garantee period of 1 year has passed, but I
reported this problem before the 1 year limit. That's why I
would ask if Palm can repair this defective device free of charge.

Citaat:

Dear Mr. Dannis,

Thank you for contacting palmOne Technical Support. Your case number is 1-xxxxxx.

I see that you did report a problem in November to us, we did send you a possible solution but then never heard anything back from you. Because of this, unfortunately there are no grounds for processing a repair In Warranty.

However, please once again try a hard reset , if the problem is gone before you do a hotsync, it will definitely be caused by some data or software corruption.

Citaat:

Dear techincal support,

In december 2003 I did send you an email back, stating
that the possible solution did not work. I never heard
anything back from Palm, so I figured that I have to
live with it. Unfortunetely the problem got worse so
that's why this second try.

From a device of ~500 euro I expect it to work longer
that 1 year without major faults. Even if the warranty
is only one year, a company should take care about its
customers and replace/repair a device that has an
obvious hardware failure.

About your suggestions: I tried again this morning.
After a hard reset without any new software installed,
the calibration gets mis-aligned after the first
hotsync (backup/archive folder removed first so no
backup is done). So I can conclude that it is no
software issue, but clearly a hardware issue.

I hope I hear from you again to solve this matter.

Citaat:

Dear Mr. Dannis,

Thank you for contacting palmOne Technical Support. Your case number is 1-xxxxxx.

According to the information you provided us with, it seems that your Palm(TM) handheld needs to be repaired.

As the unit is outside the warranty period, there will be a charge of :

- 180.27 Euros for the repair option.

Citaat:

Yes, I know that my palm needs to repaired. But for
reasons stated below in my previous mail, I expect
Palm to take care of that without paying 180 euros.
But if all Palm can do is sent me a standard reply,
and take no substantial action, the stories on the net
are true about the unwillingness of Palm to deal with
such matters. In that case, you have lost a customer,
and I will never buy something from Palm again.

You should take an example on Logitech wich handled a
similar case (defective joystick after 2 years) with
the free sending of a new one.

Regards,

Citaat:

Dear Mr. Dannis,

Thank you for contacting palmOne Technical Support. Your case number is 1-xxxxxxx.

I am very sorry that you feel that way, because your warranty has now expired we are unable to repair your handheld free of charge. If you wish to make a complaint you can do so through our website www.palmone.com , select support, contact us, and scroll down to Customer Services there is a link and you can send your complaint via email to Customer Services.

If you have any further questions please contact us again.