For the past several months, my T3 was experiencing digitizer problems only when I opened/stretched the display. Whenver I touched the stylus to the screen, it was off by 1/8" to 1/4". And, when I tried to recalibrate, I would be unable to select the center of the "target." I often had to do a soft reset which would resolve the matter when the screen was not stretched; however, once stretched, the problem occurred again. Even after a hard reset.
Anyway, after reading several posts in this forum concerning the same apparent problem, it seemed that the only resolution was getting my T3 repaired or replaced. I really didn't want to do this, but the digitizer problem was annoying and I didn't want it to get worse.
Well, I called PalmOne customer service, and, after 30-minutes on hold, the call was disconnected. I tried again; same thing. This happened something like 4-times, and, just when I was going to give up, I finally got a service rep on the phone. I could tell by the bad connection that the service rep was overseas, likely India, and it was difficult trying to get the rep to understand my problem. After trying several suggestions made by the rep to correct the problem (this was 25 to 30-minutes on the phone), the rep began to make a service repair order when the line disconnected.
To say I was annoyed was an understatement, but I called again, was placed on hold for 20 additional minutes, and a another rep came on the line. It took another good 15-minutes or so to explain the problem, as well as letting the rep know that I just called and was disconnected, but she still insisted that I try different things with the T3 to correct the problem. Finally, she agreed to set up a service repair order (I didn't get disconnected this time) and said I would receive an email with the necessary directions to get my T3 repaired.
Later, I got an email providing me with the Service Request Order (SRO) number and instructions to mail in my T3 to a repair center in Laredo, TX. The instructions included a website URL where I could check the status of my T3's repair, and the revelation that I would have to provide the packing materials as well as pay for shipping and insurance. Anyway, I mailed my T3 off (I paid extra to track it online), and was gratified when it arrived at the repair center in 1-day.
Well, after the T3 was at the repair center for nearly 2-days, I checked the website URL; it didn't work. I then accessed PalmOne's website and was able to find my order via the Service section. It indicated that my T3 was replaced and was on its way back. It provided a DHL tracking number as well.
When I received my T3 (and I was aware that, likely, my T3 was replaced by a reconditioned unit), I found that the replacement's case was scratched, dented, and stained; one screw was missing from the back. It seemed to work, even with the screen stretched open; however, the color seemed washed out. I then noticed that the T3 I received was an early generation unit, and the screen was not as bright (later models, like the T3 I sent in for repair, have four orange lights that can be seen at the inner edge of the slide when the screen is stretched; this reconditioned model did not have them).
I was upset, but I calmed down enough to call PalmOne customer service to complain. After two attempts to get through (placed on hold for over 20-minutes each time, and then the call was disconnected), I reached a rep who, to his credit, immediately agreed to replace the T3 in my possession. This time, however, they would send the replacement to me, and, upon receipt, I'm to send the one currently in my possession back to them. And, lo and behold, they'll be providing the packing material and they'll pay for shipment.
This has been a nightmare. I should be getting the replacement by Tuesday of next week. I don't know what I'll do if I get another substandard unit, but I'm certainly going to be writing PalmOne a nastygram once this is resolved (it'll likely fall on deaf ears, but it'll make me feel better).
Sorry for this lengthy dissertation, but I had to vent! Has anyone else experienced such bad service from PalmOne?
Anyway, after reading several posts in this forum concerning the same apparent problem, it seemed that the only resolution was getting my T3 repaired or replaced. I really didn't want to do this, but the digitizer problem was annoying and I didn't want it to get worse.
Well, I called PalmOne customer service, and, after 30-minutes on hold, the call was disconnected. I tried again; same thing. This happened something like 4-times, and, just when I was going to give up, I finally got a service rep on the phone. I could tell by the bad connection that the service rep was overseas, likely India, and it was difficult trying to get the rep to understand my problem. After trying several suggestions made by the rep to correct the problem (this was 25 to 30-minutes on the phone), the rep began to make a service repair order when the line disconnected.
To say I was annoyed was an understatement, but I called again, was placed on hold for 20 additional minutes, and a another rep came on the line. It took another good 15-minutes or so to explain the problem, as well as letting the rep know that I just called and was disconnected, but she still insisted that I try different things with the T3 to correct the problem. Finally, she agreed to set up a service repair order (I didn't get disconnected this time) and said I would receive an email with the necessary directions to get my T3 repaired.
Later, I got an email providing me with the Service Request Order (SRO) number and instructions to mail in my T3 to a repair center in Laredo, TX. The instructions included a website URL where I could check the status of my T3's repair, and the revelation that I would have to provide the packing materials as well as pay for shipping and insurance. Anyway, I mailed my T3 off (I paid extra to track it online), and was gratified when it arrived at the repair center in 1-day.
Well, after the T3 was at the repair center for nearly 2-days, I checked the website URL; it didn't work. I then accessed PalmOne's website and was able to find my order via the Service section. It indicated that my T3 was replaced and was on its way back. It provided a DHL tracking number as well.
When I received my T3 (and I was aware that, likely, my T3 was replaced by a reconditioned unit), I found that the replacement's case was scratched, dented, and stained; one screw was missing from the back. It seemed to work, even with the screen stretched open; however, the color seemed washed out. I then noticed that the T3 I received was an early generation unit, and the screen was not as bright (later models, like the T3 I sent in for repair, have four orange lights that can be seen at the inner edge of the slide when the screen is stretched; this reconditioned model did not have them).
I was upset, but I calmed down enough to call PalmOne customer service to complain. After two attempts to get through (placed on hold for over 20-minutes each time, and then the call was disconnected), I reached a rep who, to his credit, immediately agreed to replace the T3 in my possession. This time, however, they would send the replacement to me, and, upon receipt, I'm to send the one currently in my possession back to them. And, lo and behold, they'll be providing the packing material and they'll pay for shipment.
This has been a nightmare. I should be getting the replacement by Tuesday of next week. I don't know what I'll do if I get another substandard unit, but I'm certainly going to be writing PalmOne a nastygram once this is resolved (it'll likely fall on deaf ears, but it'll make me feel better).
Sorry for this lengthy dissertation, but I had to vent! Has anyone else experienced such bad service from PalmOne?
