Does Anyone Feel That Palm's Repair Service Seems Shaky?

My Palm TX suffered from the same headphone socket defect that many other TX owners posted about.  The socket worked fine for a while but then the internal switch jammed and the external speaker no longer worked.  I made a call to service and set up a repair.  It sounded simple enough. Ship the unit to us and we will fix it. A person by the name of "Nobody" from Innovate-It.com sent me the SRO number and shipping details on 11/25 and off I went to the post office on 11/26. I shipped it USPS with tracking, delivery confirmation and insurance.  The post office tracking was going well until 11/26 when the message "Missent" appeared in the tracking information. Missent? Where did it go?Then on 12/01 the message "Notice Left" came up in the activity alerts.  Where exactly is the repair center that no one was there at 12:15 p.m.? It sounded like they were dropping it off at someone's house and no one was home.
Here is what I know so far about Palm's repair service.  From what I have researched, Innovate-It is a repair logistics subset of a Netherlands-based software development company and has other clients besides Palm.  (Why does everything need to be outsourced? I would pay more for a Palm if they would just keep tech support in-house. But in this global economy nothing is 100% "Made in USA" anyway so it comes as no surprise).
The unit was finally delivered on 12/02 but the Self Service page did not indicate "In Repair" until 12/08 at 2:33 p.m.  and it has not changed since. How long does it take to diagnose a simple audio circuit?  If people have been able to remedy this issue with WD-40 on a Q-Tip WITHOUT opening the unit, what is the holdup at the repair center for a warranty repair in which it is OK to open the casing? Furthermore, the confirmation email says that DHL is supposed to deliver the unit back to me and the Self Service page gives a tracking link page for FedEx.  I am worried about my TX getting home at all.  Aren't there any repair centers in the Chicagoland area authorized by Palm?
To summarize  We spend enough on the unit itself and then have to pay to ship it to a repair facility to which no contact is possible and our only indication anything is going on is Self Service screen that gives little details about where a work order is in the cue, what the turnaround time will be, and when it will be returned. "No need to call us[?]" I think the repair facility needs to have a contact number available for customers to check on their repairs.  A total quality product includes the people who stand behind it.  That includes support and repair personnel.  Right now, service is not scoring points with me. 
UPDATE: PLEASE SEE MY NEW THREAD "Palm's Shaky Repair Service Has Found Solid Ground". The rapid response to this message impressed me, and I felt it was appropriate to acknowledge their efforts. 
Post relates to: Palm TX
Message Edited by Dukestraveler on 12-17-2008 03:33 PM

Welcome to the Palm Forums,
By any chance did you get a Service Request number when you called our support? If you did please Personal Message(PM) me that number. This way I can look into this and see if we can get this back to you soon.
Post relates to: Treo 800w (Sprint)

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