Email from Palm Support
Here’s something interesting in an email I got from Palm Support:
No written advice or information sent to you by Palm may be resent, distributed or posted on any media accessible to the public (including, but not limited to, any Internet site or bulletin board) without Palm’s prior written consent.
If that’s the case, I hereby declare that every time a corporation sends me a canned email response, they are also obligated to send me $10,000 via certified check.
In other words, I think Palm here is trying to secure privileged communications after the fact. I suppose this is to keep unhappy PDA customers from venting publicly on how shoddy customer service really is. In my case, I’m having problems replacing a CD that was shipped defective from the factory. I’d be happy being pointed to an ISO image that I could burn a copy for myself, and they would be happy if I purchased it again for $19.99.
I’m also further cautioned that I can’t order the CD via email, and instead must call in the order. I’m informed that there’s a technical support fee of $25 per incident after 90 days from the date of purchase, but this fee does not apply in this case because “This fee is only applicable for real-time troubleshooting assistance for handhelds that are out of the warranty coverage?.
I have fond memories of calling in my (under warranty) broken PDA and having the tech on call send me a replacement PDA overnight by express courier at no charge. Once I had synchronized all my files on the new PDA and got it up and working, I was provided with labels and free shipping to return my broken one. Nowadays, you need to budget for two PDAs to ensure a piece of hardware you have come to rely on is always available.
