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[#1]

I am very frustrated with the Palm repair support.  According to the UPS reacking infromation my Palm TX was received at the repair center in McAllen on April 8. I have called twice on my repair order. The customer service represenative can only tell me the device was reseived but nothing about the repair status.The repair service order website has not been updated since March 30 and does not show my Palm has been received. It has now been 19 days since my device was received at the repair center. This is 3 to 4 times longer than the 5-7 business days promised.

Can anyone tell me how to get more information from Palm?

Post relates to: Palm TX

[#2]

Hi, and welcome to the Palm Community Forums.

Sorry to hear of the delay.  I will ask that a Palm Support representative contacts you.

[#3]

Thanks. I eagerly await their response.

[#4]

Update on Palm TX repair for anyone interested.

After posting here on 4/27 I received a private message saying the repair was being "expedited" and that it should be returned "soon".

Called the service number on 4/28 to check and the old SRO was no longer valid. A new SRO was issued. I was told that the device would be ready "very soon".

Called service again on 5/4. Was told that the device was repaired but no tracking number was available. I am to call back in 24 hours and receive the tracking number.

Say tuned for further updates.

vp

[#5 · Accepted solution]

Latest Update

Received call last week from Palm support. I received more information on the delay. It is apparently due to a "system upgrade" that stalled the repair system.

Called today to Palm Corporate customer service at 407-531-4496. I finally received a FedEx tracking number indicating that my TX is on its way back to me!!

FedEx says it will be delivered tomorrow. Only 34 days after it was received for repair.

Hope those of you will repair problems can get some help.  Try the corporate number. Be sure to use Opton 2. Option one gets you back in India or some such off shore call center  and they know nothing.

vp 

[#6]

Last Update

Today I received my Palm TX from FedEx. It was a different device with a different serial number but it works, so far. I was disappointed in the shipping method however. I was given instructions when shipping to pack securely and that my device would be returned in my shipping container.

Instead it arrived in a FedEx padded document envelop. The device was in the bubble wrap envelope it came in and then inserted between a piece of cardboard and a 1/2 inch foam. Luckily it survived the ride.

Well my story is now finished except to say that I would not recommend that anyone by a Palm handheld device. No matter how well they work when that break they are not worth the hassle to get them fixed by Palm. Well,  maybe if some of the other sites continue to provide reasonable repair service I might reconsider.

vp

[#7]

Thanks for keeping us informed, vp.

Hopefully, with all the complaints arriving here at the Palm Community Forums, the problems will get extra focus and speedy resolution!!!

Corporations need reports of "Great Service" to survive!  The update of Palm's servers has certainly caused a lot of problems for users like you... Hopefully, the bugs will be ironed out soon!

WyreNut