A duplicate of mail to Hand, Inc.:
I've been a faithful Hand client for a lot more than four decades, and also have extolled the benefits of one's products and OS to buddies, household, and acquaintances alike. Nevertheless, my encounter with Hand, Inc. During the last many months has soured my view of one's corporate ideals, organization ethics, and dedication to customer support.
Not 3 months after purchase, my unlocked Treo 680 GSM endured a disastrous problem and quit functioning. I delivered the unit for your restoration service to get a guarantee-included fix under SRO quantity S1-170976978. That fix was requested on March 6. Nevertheless, I've yet to get my telephone from Hand, as well as your support standing depth today suggests the system won't be fixed and delivered in my experience until April 23—almost 8 weeks following the fix was requested.
Originally, your customer support consultant assured me that I'd get a short-term "loaner" system while my system was under restoration. That didn't occur. More, I had been guaranteed (equally by your customer support reps and from the plain-language in your site) the fixed system could be delivered back again to me within 5-7 business days after delivery. Neither of these two guarantees were satisfied: I've been with no "loaner" system, and that I stay without my fixed Treo.
Your organization's failure to reside as much as your contracts (to correct a $600 system not-however 3 months after it had been bought) has triggered and remains the origin of grievous injury to me, both individually and appropriately. Moreover, and despite my numerous phone calls for your outsourcing customer support point and also to your corporate escalation division, I've been not able to amicably and satisfactorily solve this issue. Actually, I've been not able to get your organization to reside as much as any guarantees provided me (for example, to make contact with me regarding regular data regarding my SRO position details).
At this time, my disappointment is palpable. I need the next: If my system is cannot be fixed inside the guaranteed time period (because it obviously can't, because the time on that point body was tolled months before), possibly
1. Send me an upgraded system, Treo 680 Qband Copper, delivered via overnight email, Sunday shipping, so that I obtain that new device TOMORROW; or
2. Send me a look for the replacement-cost of the unit, using the quantity including all relevant regional revenue fees; shipped via overnight email, Sunday shipping, so that I get the check TOMORROW, where stage I'll substitute the device myself.
Your immediate focus on and help in regular solving this issue is expected. Your individual participation in simply because the problem is managed is valued. Please react to me be e-mail over the following hrs informing me which of those two choices you've selected as of this current email address: jabari. Simmons AT gmail.com.
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