Last month, we ran a Letter to the Editor entitled "Will success spoil Palm Computing?" In it, a reader questioned the quality of Palm's customer service and support. It's our policy here at PalmPower (which, we feel obliged to state, is completely independent of Palm Computing) to run most well-written, well-reasoned letters from readers - even if they're a bit controversial. This one was. It sparked an unexpected amount of discussion on the PowerBoards about problems readers had had with Palm customer service.

Honestly, as an independent publication, it's kind of difficult to decide how to handle something like this. With millions of Palm devices sold and 20+ complaint letters we've gotten, is this a real problem with Palm service or just the few unlucky souls venting their frustration? We decided the best approach was to connect the folks at Palm directly with you. We asked them to write an article about the situation, and we'd publish it with the barest minimum of editing (we're formatting it for the publication, but we're not changing a single word of intent). You should note that the heading "Palm Computing Cares!" and the article title were also directly provided by Palm and used unedited.

So, here you go. This article was written by Gary Roberts, who's Palm's Senior Director of Palm Global Service & Support and Jan Kovacs, who's Palm's Customer Care Manager. We at PalmPower think this article is interesting, well intentioned, and seems to answer many of your concerns. But if you still have comments, there's a link to the PowerBoards at the end of the article. Post your comments and you can be sure the Palm folks will read them.