Palm PDA reliabilit​y

Question

My TX, purchased less than a year ago, already has a malfunctioning power switch, and the touchscreen will not stay calibrated. After a significant amount of time wandering around the website, I reached a customer support rep by telephone to ask if the product was still under warranty (couldn't find warranty terms on the website) or, if not, if there was a program to purchase a replacement at a discount, since the product was less than a year old. Initially, I was offered tech support for $15. I explained I wasn't interested in paying $15 for a lengthy session that was likely to yield the result that the problem is hardware-based and requires repair or replacement. At that point, the representative said if he could establish that the hardware was broken over the phone, they would fix it for free. Unfortunately, that required a hard reset, and I am at work and relying on the medical information software, so a hard reset was not practical until I could do it at home, with access to my computer where the data is backed up.
This post is basically a message to Palm corporate offices: My first Palm, a IIIxe, was bulletproof, with an intuitive user interface, and was extraordinarily helpful as a way to manage patient information and medical reference information. The only reason I retired it is because of the more extensive RAM requireements of my drug information software. Each subsequent PDA has been a disappointment: glitchy, with unreliable touchscreen calibration, and Graffiti 2 is a major de-evolution in what I personally considered one of Palm's most valuable features.
I recognize that Palm feels it has to compete with flashier gadgets, but the core functionality of the PDA is what I needed in the first place: a digital day-runner that was searchable, and that I could store clinical information on that I needed in my job. Web access is nice, but not necessary. I have a perfectly good cell phone with a cell provider that is reliable and economical so don't wish to bother with a new one. All I want is a reliable PDA. While it must be a small market, it nonetheless is extremely helpful to medical providers -- so long as the product is reliable. Now that it's not, I will probably switch to an iTouch, since they have made drug reference software available, and seem to have a reputation for being more stable.
I apologise if I am violating the content rules of this forum, but there doesn't seem to be a way to contact Palm itself. It's too bad; their early products were wonderful. 
Post relates to: Palm TX

Answer 1

I understand your gripe, but the fact that hardware failures happen is a given, even with the best-made products.  I have had two TXes for several years (with a third in the box ready to be deployed if and whenever needed).  I have had digitizer issues with both of them, but never a power button problem.  Both of them are currently going strong, with no hardware issues.
In just about all warranty repair calls, Palm's telephone agents will ask you do to a Hard Reset to confirm to themselves (and to you) that there is a hardware issue going on.  So just make the call from home when you can.  An alternative is to use a SD card-based backup tool such as the free NVBackup and a SD card.  Back up the entire contents of the TX's internal memory onto a card...you can even set it to do an automatic backup every night while you sleep.  Then, you can do a Hard Reset any time, and within minutes you can restore the entire contents of your TX's memory directly from the card, without needing to Hotsync with your PC.
If the drug reference info is all you need, maybe the iPod Touch would fill the gap.  But glitches *do* happen with Apple products as well, and it has no SD card option from which you can recover from a data loss if you are away from your desktop.  I also have an iPod Touch (8 GB model received for free when we bought my kid's MacBook last summer).  It has at least once required me to reset and reload everything from my desktop.  Fortunately, since it is not a serious contender to substitute for my TX as a PDA, I don't really use it for much other than for playing around with.  My youngest son also has an iPod Touch...a larger one than mine.  He has reset his numerous times.  It is a cool gadget, but it isn't a Palm, it will not guarantee you trouble-free use, it is nowhere near as versatile a PDA as a Palm, and if it glitches out on you while you are away from your desktop, you are hosed.
Lastly, if you feel the need to communicate with Palm's corporate offices, there is a Contact Us link right at the top of every page of these Forums.
Message Edited by smkranz on 04-20-2009 02:03 PM
smkranz
I am a volunteer, and not an HP employee.
Palm OS ∙ webOS ∙ Android