vB Easy Archive - Treo 650 center ring cracking

Pages: 1

Treo 650 center ring cracking
(Click here to view the original thread with full colors/images)

Posted by: gshalom

I purchased my unlocked gsm treo 650 from Palm 1 as soon as it was announced so I'm still under warranty. I have begun noticing an apparent defect in the ring around the center button, over the right arrow. I am extremely careful with this phone, have it encased in a vaja i volution case w/cover, it's not been dropped or mishandled by me.

Presently, the "damage" seems to be coming to the surface from below and allowing light to shine through so that the right arrow is no longer highlighted. It almost appears as a "burn" through.

I've written to Palm and am waiting to see if they'll cover it since it's more than cosmetic.

What I'm wondering is if anyone else has had this appear on their phone or had any other physical problems with the treo 650.

Posted by: gshalom

Update: Have been going in circles on Palm 1's support--- It is in the Philippines. So far, I've been given several other phone numbers and I'm sent back to the same place each time. It's impossible to get to level 2 to get any answers and now I'm on a toll call, on "hold" waiting for information to whether they'll "permit" me to go to the next level. They're presently claiming that since they have no other experience of this problem it is not covered under the 'limited' warranty. Now I'm at level 2 (again in the Philippines) and am told that if the ring breaks off it is still not covered--- as long as the innards of the phone work, Palm 1 is not liable. I was also told, after asking, that all the tech support for Palm 1 is in the Philippines. Totally frustrated! on hold for 20 minutes and still no response!

The only good to come from this is I purchased a Tungsten t-5 from Palm and am still in my 30 days return period. I'll now return that since it's not as solid a device in its build and I don't want to go through this again. -----Wish Apple made a cell phone or pda.

Posted by: addiarmadar

Quote:

Originally Posted by gshalom

Update: Have been going in circles on Palm 1's support--- It is in the Philippines. So far, I've been given several other phone numbers and I'm sent back to the same place each time. It's impossible to get to level 2 to get any answers and now I'm on a toll call, on "hold" waiting for information to whether they'll "permit" me to go to the next level. They're presently claiming that since they have no other experience of this problem it is not covered under the 'limited' warranty. Now I'm at level 2 (again in the Philippines) and am told that if the ring breaks off it is still not covered--- as long as the innards of the phone work, Palm 1 is not liable. I was also told, after asking, that all the tech support for Palm 1 is in the Philippines. Totally frustrated! on hold for 20 minutes and still no response!

The only good to come from this is I purchased a Tungsten t-5 from Palm and am still in my 30 days return period. I'll now return that since it's not as solid a device in its build and I don't want to go through this again. -----Wish Apple made a cell phone or pda.

The only thing that would not be covered is the LCD screen. Everything else is fair game. My ROW T650 does not have that cosmetic issue that you have described and you should be able to get a repair order for that if you so need to. You could try writting directy to palmOne of this issue since this just looks like a massive misunderstanding by the techs side.

Posted by: gshalom

thanks for the suggestion. I did just that and the response was that it is not covered under the warranty......that's why the warranty is limited.....when I proceeded to go "up" the ladder of tech support, it was more of the same. I do think it's a language misunderstanding since all their responses have sounded like they're reading from a script; but all their tech support is off shore. My email to them about this was replied to with the offer of a survey of my experience but no mention about clarification of the warranty nor even of a way to have the navigation ring repaired at cost to me. I'm concerned that what is now a cosmetic issue if left untreated, will become a usability issue if the entire navigation ring cracks off or breaks off. As good as the phone is, it is useless if one can't navigate through it....

I have a tungsten t3 which works and a motorola razr ....carrying those two will be about the same size as the treo 650 and they sync better with Tiger as well. My only loss now is that i have a vaja iVolution case for the treo that won't fit the tungsten t3.

Posted by: addiarmadar

Quote:

Originally Posted by gshalom

thanks for the suggestion. I did just that and the response was that it is not covered under the warranty......that's why the warranty is limited.....when I proceeded to go "up" the ladder of tech support, it was more of the same. I do think it's a language misunderstanding since all their responses have sounded like they're reading from a script; but all their tech support is off shore. My email to them about this was replied to with the offer of a survey of my experience but no mention about clarification of the warranty nor even of a way to have the navigation ring repaired at cost to me. I'm concerned that what is now a cosmetic issue if left untreated, will become a usability issue if the entire navigation ring cracks off or breaks off. As good as the phone is, it is useless if one can't navigate through it....

I have a tungsten t3 which works and a motorola razr ....carrying those two will be about the same size as the treo 650 and they sync better with Tiger as well. My only loss now is that i have a vaja iVolution case for the treo that won't fit the tungsten t3.

I have sent you a PM, please read it.

Posted by: gshalom

just got off the phone with palm 1. Had gone back to their site to get a copy of the warranty and finally saw that it DOES cover material and workmanship. On a whim, dialed tech support again and this time, the person, a 'Rachel', was unbelievably nice. "No problem....we'll send you a replacement treo 650 unlocked gsm phone..you send yours back when you receive the replacement." I told her that she should be cloned and provide all the tech support for Palm 1. I am writing to palm 1 to tell them about her....she's a jewel.

In any event, this has still soured me on palm 1's tech support.

Posted by: addiarmadar

Quote:

Originally Posted by gshalom

just got off the phone with palm 1. Had gone back to their site to get a copy of the warranty and finally saw that it DOES cover material and workmanship. On a whim, dialed tech support again and this time, the person, a 'Rachel', was unbelievably nice. "No problem....we'll send you a replacement treo 650 unlocked gsm phone..you send yours back when you receive the replacement." I told her that she should be cloned and provide all the tech support for Palm 1. I am writing to palm 1 to tell them about her....she's a jewel.

In any event, this has still soured me on palm 1's tech support.

As it should have been buddy! There was no excuse for them to say that to you in the past so a letter will be beneficial so palmOne can correct the problem. Im glad that thing are working our for you now.

Posted by: gshalom

UPDATE---so far have not yet received the confirmation email that was to precede shipment of the replacement phone. Will wait until Friday and then begin making a little noise. Will also watch my credit card for any charges that should not come until and unless I don't return my cracked phone within 7 days of receipt of the new one.

Posted by: addiarmadar

Quote:

Originally Posted by gshalom

UPDATE---so far have not yet received the confirmation email that was to precede shipment of the replacement phone. Will wait until Friday and then begin making a little noise. Will also watch my credit card for any charges that should not come until and unless I don't return my cracked phone within 7 days of receipt of the new one.

Assuming you took their Advance Exchange and if the agent(s) have collected your addy then those e-mails will shoot out 24-48 buisness hours. Those advance exchanges come with a prepaid return label to collect your defective phone.

Posted by: gshalom

i did take it and she said that the only reason she needed my credit card was to cover any problems with my return. Since this should happen within 24-48 hours and it was inititated on a Friday afternoon here (altho tech is in philippines), I'll wait and see if I don't get something via email by tomorrow. Won't wait until friday .....

:rolleyes2

Posted by: Phone Guy 4567

The outer plastic ring has a dark spot to the right of the down arrow, and light is coming through the outer edge of the ring. However I am not sure this is a crack and just may be the paint wearing off because of use. I noticed it last Friday and was surprised because it seemed to show up out of blue, I did not drop it and keep it in a Palm side holster. I will live with it for now an see if it gets worse.

I am not impressed with the fact that Palm decided to make the ring plastic knowing how much use it would get, instead of say aluminum.

Posted by: gshalom

that's a material defect if it happens less than 12 months from receiving it. On my phone, there's also a "rough" bump where the "flaking" is happening....It feels like there is a "hole" forming with rough edges...... spending $600 on something should give one some sense of its being able to withstand normal use. In my case, the "up" arrow should be suffering this "blemish" since that's the place where my fingernail hits the ring.......if there's going to be any flaking I would presume it would start there and not where only the fleshy part of the thumb comes in contact. The iPod ring doesn't have this problem so it's certainly possible for something that is plastic to withstand this kind of use. Since the treo is in a vaja iVolution case with the cover, it's not open to the elements to create this.

in any event, I received the replacement today and am sending the defective one back tomorrow with a post-it to indicate the defect.

Posted by: addiarmadar

Quote:

Originally Posted by gshalom

that's a material defect if it happens less than 12 months from receiving it. On my phone, there's also a "rough" bump where the "flaking" is happening....It feels like there is a "hole" forming with rough edges...... spending $600 on something should give one some sense of its being able to withstand normal use. In my case, the "up" arrow should be suffering this "blemish" since that's the place where my fingernail hits the ring.......if there's going to be any flaking I would presume it would start there and not where only the fleshy part of the thumb comes in contact. The iPod ring doesn't have this problem so it's certainly possible for something that is plastic to withstand this kind of use. Since the treo is in a vaja iVolution case with the cover, it's not open to the elements to create this.

in any event, I received the replacement today and am sending the defective one back tomorrow with a post-it to indicate the defect.

A very good a valid question there. The 5-way nav button is plastic for it would be more flexible than any alloy in which the button is right next to sensitive part such as the lcd screen. Some poeple would press harder than others and would cause physical damage to the phone. Also since its near sensitive components, you do not wanna have anything conductive near it.

Posted by: gshalom

continuing beating a dead horse, I also have a treo 600 which is, obviously, older than the 650 and I have relegated it to playing poker which is very intensive in using the navigation ring. It has suffered no "wear" like the 650 in spite of the fact that the 600 is not in a case, and still looks like the day I received it. Hence Palm can make a product that can withstand normal use.

now if I could just get the new treo to sync with my mac........but that's another story for another day...