Contrary to reports of consumers not receiving their
Visor PDA units until December, some will have theirs as early as Thursday.
updated their "Shipping News"
page stating they "Started shipping products to the first set of orders on
October 15th." The Visor units are shipped standard UPS and should reach
their destinations in "a couple of days."
Great News, But Handspring Still Has a Few Problems
UPS allows customers to Track their packages online in order to find out
where they are and approximately how long it will take to reach their destination. When I asked the customer
support representative if I could have a tracking number, she asked me to hold. When she came back on
the line I was told "I don’t have or cannot give" a tracking number. I asked her to clarify that, and she
repeated the same statement again. Then I was encouraged to check my credit card bill to see when
the unit was ordered and then approximate when it would arrive. When I asked if I could have the
tracking number to use Handspring’s own tracking system (a part of their online store) the customer
service representative didn’t seem to have any idea what I was talking about.
Previous to this weekend, I could not get in touch
with Handspring about the status of my two hundred and forty nine dollar purchase. When I called their toll
free phone number (1-888-565-9393) I was put on hold and eventually gave up after three different calls
yielded waits of over forty minutes each. Two times I had called and didn’t even hear a recorded message.
Dull music kicked in and I was on hold again.
Handspring’s website and online store were forced to
close down (due to heavy traffic) days after their launch. The website is up and seems to be in good
condition but the store has not yet reopened. It is not known whether the online store closing and the
phone waiting time have driven away customers, but it has definitely made things very inconvenient for those
who have already paid for their Visor and are looking for details.
What is in the Future? >>