Why is Palm support so clueless? Don't understand what a Touchstone cover is for the Pixi.

So I have a Touchstone Pixi back cover that the metal sliver has fallen off to keep the usb flap closed. After mutliple crazy glue episodes, it finally fell off, and I can't find it. So I call Palm and get their ESL reps (no slur intended, just the nature of the frustration). So it's bad enough they a) don't know the products and b) don't understand conversational english very well, but I get disconnected twice and their callbacks gave me nothing but dead air. So after going through the third person, I gave up. I then try chat. Things seemed to go better. The guy finally seemed to understand my problem. Says they'll send me a new cover. To my surprise I get a fed ex today with the new cover. Open it up, and it's the basic cover, not the touchstone cover. Now I'm just peeved. So safe to say they got a bunch of very bad support surveys and now I can't even get their online chat up. I've probably wasted about two hours between the phone and chat trying to get this fixed.
When their phone reps don't understand I'm talking about the back cover to the Pixi and tell me to stop calling it a touchstone cover when the word is used in the description of the cover, I just don't know what to do.Why is it the tech support questions seem to go to English first speaking people who have no problem understanding what you're saying and know the products, but other support gets a foreign language first person who only knows what pops up on their screen.
At least now I know I don't have to send back my defective cover and can just cut the flap off until they rectify the problem and send me the correct one.
Let's hope HP can improve some of the internal workings as well. Though it won't matter in a month or so as I'll be picking up the Evo. Wish I could use my Pixi as a wifi device, but Palm screwed that one up too. It's a travesty that Sprint users can't get a Plus version by now. They should've stopped making the regular versions the minute they started production on the two Plus versions. But that's another gripe entirely.

appreciate the post. I think my scathing survey sped up the corporate phone call proceess as I got a phone call from a very nice support person. He was more than helpful and apologetic, and I wouldn't be surprised if the touchstone cover is on my doorstep when I get home. It'll collect dust for awhile as I'm playing with a Pre for a bit. I do realize why I returned my launch day Pre.Man that keyboard makes my fingers hurt.
looking forward to some new updates soon though. Will be fun to do a comparison against the Evo next month. See how well HTC polished up 2.1.
Thanks again.

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Solved!
Go to Solution.

graceycutey wrote:
No I didn't
We should always perform a security wipe before transfering ownership . I assume the other person is using BBM 7 or higher in which everything is controlled by our BlackBerry ID and the current issue is only possible if he is having the same BlackBerry ID as your's, Do you know that person ?
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Why is Palm support so clueless? Don't understand what a Touchstone cover is for the Pixi.

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