Happy with Treo, disappointed with Palm

[izmir]

While I am glad you are reading this, I would like to have Palm company people especially read this to understand my disappointment as well as resentment.

I have been using a Treo 650 for both personal and professional reasons a few months now. I am happy with it and I suppose that I am a potential Treo customer/user as new generations come out.

Based on my user experience, I have quite a passion towards this device as it combines and offers so many things together necessary in my daily life. In the meanwhile though, I have spotted many areas that current Treo is missing in offering. I already have some expectations on those and I thought would be great to have on next generations. So, I started noting them one by one as each time I noticed a new thing that I felt overlooked or not considered at all in Treo 650. (and, I doubt that those are not in 700 either.)

So far, I have listed 79 ideas with reasons and suggestions which I came up with strictly from my own experiences. These are mostly on software side (i.e. new concepts, practical improvements on existing features, design/layout inefficiencies, etc) and some hardware related ideas. In other words, those are to make a Treo experience much more pleasant, make the user more productive, and resulting Treo to have more competitive edge amongst its competitors.

I took considerable amount of time to compile and made ready to send Palm company. I hoped that they would value courtesy work of a customer to help them make a better product and hoping in the same time that at least some of them implemented on next generation Treos.

I must say that I thought that this would be simple as 1-2-3, by contacting the company, getting the name or department who is in charge/capable of evaluating such information/feedback and I would simply forward them. Simple like that, right? Wrong!

My experience so far proved my good intentions wrong. How? Here is where my -growing- disappointment with Palm lies…

1) In my first attempts, I made numerous calls to Palm corporate number, described my reason and each time switchboard person directed me totally unrelated areas, such as customer or technical support people who could not (and, cannot) do anything on that.
2) Then, I decided to write the subject to Ed Colligan, the CEO, thinking that I would get contacted so I could forward my work to the ‘right people’ in charge…because knowing how things happened in big corporations, my fear is sending it to a general address and most likely ending up in a trash box! No answer from the office of CEO or someone from Palm company.
3) Last attempt I made last week again was calling the corporate number and this time I succeeded to leave a message on a VP’s phone number with explanation! But, this did not help to get a call from Palm as of now!

I don’t know how nice these people are in individual basis, but there is certainly something not in place that caused me already a very bad taste in terms of how I, as a customer / user being valued! This is despite the fact I made effort to help them have a better product, without asking money, compensation, gift, etc. I think, I wasted my valuable time with such thing and I guess my good intentions were in vain. I find this very upsetting. :mad:

So, here I am posting my experience. I will appreciate your feedback and also welcome your thoughts & help about making my voice heard.

Thank you all. Have everyone happy holidays, happy & healthy a new year.

[steel]

I’m sorry but you honestly expected the CEO and the VP of Palm to get back in contact with you over your suggestions…….sorry but that’s amuzing.

[chris]

’m sorry but you honestly expected the CEO and the VP of Palm to get back in contact with you over your suggestions

Having worked in a large corporation, I've seen letters go the CEO that get routed to the proper department. In my case, I doubt the CEO read the letter. However, it did go to the proper department -- and when something comes from the CEO's office, people follow up on it.

Perhaps you might want to consider posting your suggestions here on Everything Treo.

-Chris

[izmir]

For anyone answer me saying that "you expect CEO or VP to pick up the phone and apologize?"...come on! Please dont be naive that I am so naive!

As in many well functioning companies when it comes to customer feedback or complaints (mine was just willingness to help with way more than one suggestions), those communications get routed to proper departments and taken care by those who are specialist or knowledgable to relay into right people.

This is simple as that and lack of this in a company like Palm, who is our darling with its products continues to disappoint me. I think, I am fair, plain and simple...

[Stillrockin]

Izmir, my guess is that they have already taken your suggestions and you will see them in 6-8 months. . . . Its called the 700P

I understand where you are coming from . . But I am curious as to your rather extensive list . . . Would you mind sharing it?