Palm Treo Pro: say no to cracks!!!
I purchased my Palm Treo Pro on March 15th, 2009. Like many of you, I was excited to purchase this phone. Also like many of you, during my research of the phone, I came across numerous sites listing the spontaneous body cracks which appeared on the phone after a disturbingly short period of time.
I thought to myself, "I'm very careful with my phones...surely my being cautious will prevent any cracks from developing on the phone, unless I drop it, sit on it, Doc Brown distracts me and I accidentally leave it on top of the DeLorean as I approach 88 MPH, etc."
So as I'm leaving work yesterday, I pull my phone out of the case...and there are two cracks! Both cracks are located right above the send & end buttons. I couldn't believe it.
Now, many people say they baby this phone, and I am no different. It wasn't even a month! I contacted my retailer who, very nicely, pointed me towards contacting Palm directly. After getting transferred a couple of times, I was finally connected to a Palm CSR named Laura.
Since I was in customer service many years ago, I know how tough it can be and I didn't want to lay into her. I know firsthand how much it sucks to deal with pissed-off customers when you personally can't control what happened to them, nor the company rules which you have to abide by. So I was nice!
Laura asked for my name, if I had contacted Palm previously, the serial number of the phone, etc. She then said my phone would be repaired under warranty, but that it would take 3 ( as in the number directly following "2") weeks to get my phone back. Three weeks! Naturally I was taken aback and asked, "why is it going to take that long?!??!" She said that Palm is currently in the process of upgrading their repair capabilities and that, unfortunately, was the reason for the delay.
After talking to her for a bit longer, I realized that I wasn't going to get to anything further from her. She said Palm would send me an email within 24hours on the return instructions.
I have an older back-up phone in case of emergencies, but Palm doesn't know this, and many people don't have the luxury of a back up phone. Clearly I had enough money to buy a high-end phone in the first place, so it's not the end of the world that my smartphone has cracks in it. On the other hand, I'm not wealthy and I worked hard & saved so I could buy this phone. My last smartphone - not the backup I mentioned - was a T-Mobile Dash. I loved that phone and it sucked that it got stolen from the gym. I sat on, dropped, & accidentally stepped on the Dash, and the only visible damage was a few scuffs on the battery cover. And this is after 2 years of use. Now, I've had the Treo Pro for less than a month, have babied it, and cracks have already developed on the body?!?!? That's not right.
I'm going to contact Palm again today and see if I can't get higher up the corporate chain to speed up the repair/replacement process. I'm also debating whether or not this is even worth my time since I may receive a replacement with the same faults.