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PALM COMPUTING CARES!
The story of customer service at Palm Computing, Inc.
By Gary Roberts and Jan Kovacs

About this special article
by David Gewirtz, PalmPower Editor-in-Chief

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.

One favorite story on the Palm Computing campus is of a man who was riding his motorcycle with his Palm device in his back pocket. He hit a rock, was thrown clear of his motorcycle and proceeded to slide several yards along the pavement. As it happened, his Palm device was in the back pocket of his blue jeans, and he literally skidded on the product across the ground. He received barely a scrape from the incident. His Palm product not only saved his skin, but the product actually survived. In fact, it worked perfectly, and he was so delighted that he called Palm just to let us know.


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