A copy of email to Palm, Inc.:
I have been a loyal Palm customer for more than four years, and have extolled the virtues of your devices and operating system to friends, family, and colleagues alike. However, my experience with Palm, Inc. over the last several months has soured my view of your corporate values, company integrity, and commitment to customer service.
Not three months after purchase, my unlocked Treo 680 GSM suffered a catastrophic fault and stopped working. I sent the device to your repair facility for a warranty-covered repair under SRO number S[protected]. That repair was ordered on March 6, 2007. However, I have yet to receive my phone from Palm, and your service status detail now indicates that the device will not be repaired and shipped to me until April 23--nearly two months after the repair was initially ordered.
Initially, your customer service representative assured me that I would receive a temporary "loaner" device while my device was under repair. That did not happen. Further, I was assured (both by your customer service representatives and by the plain language on your website) that the repaired device would be shipped back to me within 5-7 business days after receipt. Neither of those two assurances were fulfilled: I have been without a "loaner" device, and I remain without my repaired Treo.
Your company's inability to live up to your agreements (to repair a $600+ device not-yet three months after it was purchased) has caused and continues to be the source of grievous harm to me, both personally and professionally. Furthermore, and despite my numerous telephone calls to your outsourced customer service line and to your corporate escalation department, I have been unable to amicably and satisfactorily resolve this matter. In fact, I have been unable to get your company to live up to any assurances given me (for instance, to contact me regarding timely information regarding my SRO status details).
At this point, my frustration is palpable. I demand the following: If my device is cannot be repaired within the promised time frame (as it clearly cannot, since the clock on that time frame was tolled weeks ago), either
1. Send me a replacement device, Treo 680 Qband Copper, shipped via overnight mail, Saturday delivery, such that I receive that new device TOMORROW; or
2. Send me a check for the replacement cost of the device, with the amount inclusive of all applicable local sales taxes; mailed via overnight mail, Saturday delivery, such that I receive the check TOMORROW, at which point I will replace the device myself.
Your immediate attention to and assistance in timely resolving this matter is anticipated. Your personal involvement in seeing that the matter is handled is appreciated. Please respond to me be email within the next several hours advising me of which of these two options you have chosen at this email address: jabari.simmons AT gmail.com.