Bizarre Palm experience

[David Farber <dave () farber net>]

Begin forwarded message:

From: Richard Perlman <perl () lucent com>
Date: November 2, 2004 8:37:41 PM EST
To: "dave () farber net" <dave () farber net>
Subject: Bizarre Palm experience

Dave:

Maybe the readers would like some non-election inanities for a change.

Summary:  It is not possible to buy a new Palm Tungsten T5 in the US or
Canada and travel with it outside the the US and Canada (well, you can
travel with it, but you can't charge it).  The US/Canadian T5 comes 
with a
120V only charger.  There is no USB charge cable available, there is no
"international travel kit" available.  If you buy a T5 outside of the
US/Canada then you can travel to the US or Canada but not visa-versa.

The details:

I have been a happy Palm user since my first PalmPilot. I have had a 
III, V,
Vx and most recently a T1.  I have been happy with the T1 but lately it 
has
been giving me problems, poor battery life and the stylus location 
needed to
be constantly readjusted.  So, I was quite pleased to see the 
announcement
of the T5 last month.  I read the "rumors" and the announcement and in 
spite
of the shortcomings (there are many) I still decided to "upgrade."  
Here is
the sad saga:

Oct 6: Ordered T5, Wi-Fi card and USB Charger/Sync cable by phone from 
the
"Palm Store." Note:  The T5 uses a completely new charging/sync 
connector.
One reason I called was to verify the charger voltage, the web site said
only 120 was available. -- On the call I noted that I travel frequently 
and
need to use my Palm in Europe and and Asia was assured the Charger/Sync
cable would do the trick (I use such a cable with my T1 and it is great 
- no
charger at all). Besides, there was no international charger or "Euro"
version available. The Wi-Fi adapter was available and would ship
immediately.  The Charger/Sync cable was also available, but would be 
held
until the Palm shipped.  Fine.

Oct 16: My T5 shipped, and the PalmOne web page indicated the 
Charger/Sync
cable was in stock, but was being held for other items (The T5).  I 
called
the Palm again and I was assured that the USB Charger/Sync cable would 
ship
with the T5.

Oct 18: The T5 arrives, no USB Charger/Sync cable.  Seems it's now out 
of
stock.  I call the Palm store once again and learn that it takes two 10 
to
14 days to get this cable -- I am told I should have ordered it in 
advance.
The fact that I placed my order on Oct 6 seems to not count.  I ask for 
the
supervisor or manager and am told "There is no manager."  I ask for the
corporate number and I am told "We are not allowed to give out that
information."

Oct 29: I am notified the Charger/Sync cable is now in stock. I call 
back
and get a friendlier person who agrees to ship me the Charger/Sync cable
overnight.

November 2: The Travel Sync" cable arrives, it does not charge the T5.  
A
call to the Pal store confirms that "we used to list a USB charger 
cable"
but now we don't.  I ask how I can charge the T5 outside the US and am
directed to PalmOne customer service.

> From customer service I learn from Palm that there is now an 
> International
version of the T5 available.  But, It cannot be ordered in the US.  I 
ask
them to get me one, or at least the charger, they say they can't, they 
have
no way to get one.  I ask the simple question "how can I charge my Palm
outside the US?"  The answer: "You can't!"  All I can do is to return my
$400 T5 and buy a EUR 419 T5 from the European web site, plus shipping.

Oh, you ask, why not just order the Euro charger.  There is no part 
listed
on the web site and the only way to reach Palm International is by
purchasing a $15 per call token IN ADVANCE.

Does Palm customer service care.  Not at all.  Just return it if you 
are not
happy they e-mail to say.  I reply that I'd much rather have a 110-220
charger.  I get the following automated response...
> In an effort to increase the effectiveness of customer communication, 
> we
> recently modified our customer support e-mail addresses, and our system
> is unable to accept the e-mail you sent us.

Personal service in the electronic age.


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