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June 26, 2003
Is there something wrong with this picture?
I've been pretty happy with the Tungsten C since I purchased it for my MemoWare Features review as well as personal use. It has been my primary PDA for the past few months. However, that is going to change (at least temporarily). You see I have to send it back for repair. Although there have been a number of issues I have discovered since the purchase (See MemoWare), I have tolerated those. Also, I have found quick solutions to those issues such as the Boxwave hotsync cable for the hotsync cable issue.
However, today I have learned that I have to return the unit for repair (at my expense), and it will take 7 to 10 days once it is received at the repair center. The funny thing is that this saga started on a positive note: Palm's newly released patch for the Tungsten C. I was excited to find that Palm released a new patch for the Tungsten C. However, when I read the update instruction, I discovered something was amiss. The update instruction says, "If the MAC Address does not match the MAC label on the rear of the handheld contact Palm Customer Support. DO NOT continue to step 3." So, I contacted Palm Customer Support, and then I was told that there was an issue (upon further checking with Palm Tech Support, the issue seems to be related to the device losing its MAC ID), and it can only be repaired at the repair site. I don't have any solid data, but I suspect that this issue might be more widespread than just affecting a few individuals. It's hard to believe that Palm would have overlooked something like this before the release (for me, if you have to send the unit back for repair, it's not a minor issue any more).
Well, I've had my Palm T/C for exactly 2 months, and now it is going back for repair. Needless to say, it doesn't bode well for me to have to spend extra $$$ and time (not having Palm for more than a week). I remember when I had my earlier Palm’s, Palm sent me a box for me to send back the unit overnight, and then I would have the unit back in 2-3 days. Well those days are forever gone I guess. I'll update my readers on my experience, and it will be interesting to see if my positive past support experience with Palm continues to hold true. Stay tuned . . .
Posted by Ken in Mobile & PDAs
and PalmCorner
Comments
After reading this article, I checked my Tungsten C's MAC address, and it does not match. I am not amused at the thought of having to send my new Palm back for repair either, and think that this is a MAJOR oversight for Palm. I look forward to hearing Kenneth's resolution for this issue, and hope that Palm will reward it's customers with a more user friendly repair solution.
Posted by: Randall Davis at June 29, 2003 5:51 PM
Unfortunately, after talking to a few folks at Palm, there is not much they can do since this is the standard Palm policy.
I suggest they need to look over their policy, especially if it involves their "negligence."
Posted by: Ken at June 30, 2003 9:26 AM
Ken or Randall:
Any further news on this problem? I just discovered my MAC address doesn't match - after owning the device for just 4 days! There is no mention of this problem on the palm support site, just the warning about checking for a match before upgrading the ROM. I have an email into Palm, but not holding my breath after what you wrote here. Any reassurance / tips would be useful.
thanks
Ben
Posted by: Ben at May 4, 2004 5:57 PM
Ben,
The only way to fix this problem is to send the unit back to Palm for repair. If I recall, I didn't have any other option. PalmOne is most likely to replace the unit with another one.
Posted by: Ken at May 5, 2004 12:31 PM
I am very upset about this main issue. Palm must fix this software problem by his own money. :/
Posted by: Yaax Arriola at October 26, 2005 4:20 PM