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Palm warranty service is a mess

by treouser111    Dec 23, 2007, 11:18 AM

I had to send my 755p back to Palm for a warranty repair about a month ago. Palm states in their RMA email that you must provide insured shipping both ways. It only cost me $33. They also detail that the unit must be well packaged to avoid shipping damages, naturally.
Well, I got it back today. My expertly repaired Palm (not replaced with a new unit) was waiting for me on my doorstep when I got home. I did not know what was in the package and was surprised when I opened it.
In that thinly-padded envelope, in a cardboard sleeve was my utterly destroyed 755p, complete with non-insured shipping label (they didn't use my prepaid, insured return for some reason). I honestly don't see how the unit could have survived given the packaging that Palm used.
After 32 minutes on hold with Palm, there was help at the end of the line (in India). I had to describe the damages in detail (just saying it looked like someone hit it with a sledgehammer wasn't good enough). We even went through the process of trying to power it up, even though the battery won't fit into the crushed frame.
Thankfully, all I have to do is repackage my 755 again and pay to send it back to Palm for another 'repair'. What's another 3 weeks or so?

Look at Palm's share price, and look for the reasons behind the drop. I'd say it's a good company to stay away from until they're bought out. Their customer service is not going to be good for a while.

Meanwhile, I'm going to bypass the shipping costs and uncertainty and go buy something else.

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