+ Reply to Thread
Results 1 to 3 of 3
  1. #1
    Registered User
    Join Date
    03-05-2005
    Location
    Toronto(ish), Canada
    Posts
    9

    P1's support policy inconsistancies - beware when buying at P1 retail

    So, as a Canadian Rogers GSM user, and former T600 user, I decided during a recent business trip that I would treat myself to a brand new unlocked, unbranded GSM T650. I walked into the Palmone kiosk in the San Francisco Market shopping mall and bought one on the spot. $750 US including sales tax. The initial purchase took place on March 7th
    Over the next couple days the phone seemed to be behaving pretty well, except for green lines that were appearing in photos taken with the camera. I took the T650 back to the store for an exchange, which they happily did for me. This was on the 10th of March.

    On the 11th of March I hopped on a plane with the new T650 and flew back home. Over the last two weeks, the phone has reset a few times by itself with increasing frequency, the camera has developed the green line problem evident in the first T650 I had, the Camera itself seems to have sharp focus in the upper right corners of the pics I take with increasing softness to the lower left. In addition, the volume when used without a headset is far too low.

    I've done the hard-reset hokey-pokey to no avail.

    On March 23rd, I called P1's call center in the 'states to ask for an advanced exchange. They advised me that they could only offer an advanced exchange for a refurb unit, or for me to send it in for repair. I asked about the possibility of doing an adv. exchange for a new unit to be informed that they do not have the ability to do adv. exc.for new units through the call center. They referred me to the P1 online store.

    P1 Online told me they would not do any exchanges on items that were bought anywhere other than in the online store. I asked the sales rep to put me through to her supervisor. She agreed, but transferred me to the regular P1 support line instead. I spoke to another person in the support dept, and she agreed that I should be entitled to an adv exc. for a new unit. She made a note on my service ticket (or whatever they call it) and told me to advise the person she was transferring me to in the online store to look at the notes in the service ticket and execute an adv exc for a new unit.

    The guy in the online store refused. He said it didn't matter that I bought the phone from P1 directly - It didn't come from the online store so he wouldn't do anything for me.

    Somewhere in the middle of this I decided to call the store where I bought the phone - The rep there suggested I should "Just settle for a refurb unit"

    I had enough.

    I asked for a P1 Corporate complaints department.

    I spoke at lenght to a rep (Justin) in the corp. satisfaction dept. He agreed that I should entitled to a adv exc for a new unit. I passed all my info on to him on the 23rd,

    Justin, from P1's corporate complaints department called me back yesterday (the 24th of March). The online department is refusing to cooperate with P1 corporate and will not do an advance exchange for a new unit for me.

    I have called the retail store where I bought the phone again and spoke to the manager this time. He was very sympathetic and apologetic and is attempting to deal with P1's internal support system to try to settle this to my satisfaction. He's also extended the refund/exchange policy by a week for me. The problem is that if I go through with "Plan B" (buy a new phone via P1 online and return this one (ship to store)) I will be charged a 10% restocking fee even though this phone's camera is now thoroughly fudged - see www.pbase.com/agitprop/t650_camera_problems

    So far this has cost me $758 US for the phone and tax, and likely $40 in long distance phone calls to P1 corporate and the P1 retail store.

    PLEASE NOTE: This in not a whine session about the flaws in the phone - this is about the way that P1 has set up their support systems. It's ridiculous that the policies between the online store and the phone support group are at odds with each other. It is ridiculous that a customer who buys from a retail store is penalized for doing so by not being given the same support options as someone who buys online. I mean come on... I *did* buy from P1 directly. The fact that I bought retail rather than online shouldn't make me a second-class consumer, should it? The fact remains - I contacted Palmone 13 days after I received my current Treo 650. Yes - this phone is only 2 weeks old and P1 tells me I'll just have to be satisfied with accepting a used phone in exchange.

    P1 retail purchases should either be honored by the online store, or P1 retail should have a separate support department with clearly stated rules and policies. Anything less is unfair to customers.

    The lesson - don't buy from a P1 real-world store unless you live in the same town as the store. Business travelers beware. If you really want an unlocked T650, order it online.

    Is there *anyone* at PalmOne who is empowered to resolve this issue to my satisfaction?

  2. #2
    Registered User
    Join Date
    03-05-2005
    Location
    Toronto(ish), Canada
    Posts
    9
    *With guarded optimism*

    I may be getting somewhere with this issue!

    I called P1 Canada support - They told me they could do an advance exchange on a refurbished unit. I explained my position on the matter, and the lady I spoke with put me on hold and conferred with her supervisor. She came back and explained that because the T650 is so new in Canada, I will be receiving a new unit even though the policy dictates the unit should be a refurb.

    So, I'll believe it when I see it, but supposedly the issue is being resolved to my satisfaction.

    Just watch - When it arrives it'll be a Rogers branded refurb unit.

  3. #3
    Registered User
    Join Date
    11-07-2003
    Location
    Chicago
    Posts
    26
    I would likely be in the same position, except I only paid $350 for my unlocked 650. Since I got it through another company that is sort of like a demo services distribution link for PalmOne I might not have a good time with customer service. Fortunately though, I haven't needed any as of yet. I hope this works out for you...otherwise, get the restocking fee dropped and return it!

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts