I have had a Palm VII for over 2 yrs. Like all Palm devices, it’s a great organizer.
It’s key advantage over other Palm devices is it comes with a wireless modem to connect to Palm.Net network. While I liked the device, I will be looking at another PDA when time comes to upgrade. Here’s a letter I wrote their customer care which I think is self-explanatory:
----- Original Message -----
To: <custcare@palm.net>
Sent: Friday, December 28, 2001 6:55 PM
Subject: Re: Account Deactivation Notice
I spoke with a customer care representative and a supervisor concerning this matter.
I canceled my account due to a series of facts which are as follows:
My original Palm VII device stopped working several months back. Staples, with whom I had extended warranty, took several months before giving me a new Palm.
My first request was to see if I could get credit for the last 3 months in which case I could re-activate my account on the new device. This, in my opinion, is not too outlandish and several companies go out of their way to do this because the good will they generate gets them more business. I assure you, as of now, my inclination to give Palm.net any additional business is not very high. This company has gotten solid business from me for months and does not care to do anything despite what seems like extenuating circumstances with the customer.
My second request was to ask for partial credit for the last month since I am paid for till 13-Jan-2002. Both the CS representative and the supervisor said none could be issued. I am forced to pay for time I am not using. I protest this. My cable company prorates my bills. So does my phone company.
I would venture to say such policies will take otherwise perfectly happy customers like me and make them resent the company. And if there’s enough customers like this, these policies are doing more damage than good.
This is honest customer feedback - with the hope that someone will find some value in it. If not - I will try hard never to benefit Palm with another penny of my business and remember - I talk and I have friends who listen ;-)
Sincerely,