SE customer (lack of) Support

In my quest for a driver for my Palm Tungsten/Z600 I contacted Palm support.
They told me it was down to Sony Ericsson.
After going through the usual hoops to submit a question to Palm (including
being refered by Palm US to Palm Europe - does it really matter for a
driver?) and after a week and a half, I received this reply:

"Dear Sir

Thank you for your email regarding the SonyEricsson Z600.
We do not produce a driver for this device."

And that's all they wrote. I think we deserve better. Their customer focus,
attitude and level of support for some very common equipment are all very
poor.

As good as the Z600 is I think I may well try a different manufacturer next
time around.

---

› See More: SE customer (lack of) Support

"John Constable" <[email protected]> wrote in message
news:[email protected]...
> In my quest for a driver for my Palm Tungsten/Z600 I contacted Palm
support.
> They told me it was down to Sony Ericsson.
> After going through the usual hoops to submit a question to Palm
(including
> being refered by Palm US to Palm Europe - does it really matter for a
> driver?) and after a week and a half, I received this reply:
>
> "Dear Sir
>
> Thank you for your email regarding the SonyEricsson Z600.
> We do not produce a driver for this device."
>
> And that's all they wrote. I think we deserve better. Their customer
focus,
> attitude and level of support for some very common equipment are all very
> poor.
>
> As good as the Z600 is I think I may well try a different manufacturer
next
> time around.

Am I missing something here? You asked Palm a question and now you're
grumbling about SE? Personally, I'd have thought that writing the driver
would be down to Palm, but they'll need some information from SE. Depending
what the driver is for, have you tried drivers for similar phones eg. T68i?

--
>>> Unlock Your Phone's Potential <<<
>>> http://www.thephonelocker.co.uk <<<
>>> http://www.uselessinfo.org.uk <<<

Oops, actually it's me who's missing something - left out a vital sentence
there which gets us from Palm to SE.... the email I quote is from SE and not
very helpful.

The T610 driver didn't work which was a big surprise as they are basically
the same phone. I eventually managed to get a third party driver to work
that I found on Palm gear downloads but there are still gaps. For instance,
I can't get the SMS software to work properly on the palm.

Really this is an issue for the Palm newsgroup but I wanted to express
dissatisfaction at SE's apparently unheplful attitude.

Thank you for taking the time to reply, Richard.

"Richard Colton" <[email protected]> wrote in message
news[email protected]...
>
> "John Constable" <[email protected]> wrote in message
> news:[email protected]...
> > In my quest for a driver for my Palm Tungsten/Z600 I contacted Palm
> support.
> > They told me it was down to Sony Ericsson.
> > After going through the usual hoops to submit a question to Palm
> (including
> > being refered by Palm US to Palm Europe - does it really matter for a
> > driver?) and after a week and a half, I received this reply:
> >
> > "Dear Sir
> >
> > Thank you for your email regarding the SonyEricsson Z600.
> > We do not produce a driver for this device."
> >
> > And that's all they wrote. I think we deserve better. Their customer
> focus,
> > attitude and level of support for some very common equipment are all
very
> > poor.
> >
> > As good as the Z600 is I think I may well try a different manufacturer
> next
> > time around.
>
> Am I missing something here? You asked Palm a question and now you're
> grumbling about SE? Personally, I'd have thought that writing the driver
> would be down to Palm, but they'll need some information from SE.
Depending
> what the driver is for, have you tried drivers for similar phones eg.
T68i?
>
> --
> >>> Unlock Your Phone's Potential <<<
> >>> http://www.thephonelocker.co.uk <<<
> >>> http://www.uselessinfo.org.uk <<<
>
>

How is it that you - to me - seems to hold S/E responsible for not writing
drivers for hardware produced by somebody else ?
That your Palm drivers doesn't support the S/E - and the other way
round - doesn't mean that one or the other sucks.
First establish: did any one or both of them promise any kind of "common
ground" - i.e. a common thread of mutual communications standard ? If so you
doo have reason to be dissatisfied if it doesn't work.
Knowing how well S/E software usually works with S/E products i wouldn't be
surprised if it should be the Palm software, that is lacking somewhat i
performance....
--
~~~~~~~~~~~~~~~~~~~~
Mvh
Jesper
GS500E når vejret spiller ;o)
Volvo når det spilder (


"John Constable" <[email protected]> skrev i en meddelelse
news:[email protected]...
> Oops, actually it's me who's missing something - left out a vital sentence
> there which gets us from Palm to SE.... the email I quote is from SE and
not
> very helpful.
>
> The T610 driver didn't work which was a big surprise as they are basically
> the same phone. I eventually managed to get a third party driver to work
> that I found on Palm gear downloads but there are still gaps. For
instance,
> I can't get the SMS software to work properly on the palm.
>
> Really this is an issue for the Palm newsgroup but I wanted to express
> dissatisfaction at SE's apparently unheplful attitude.
>
> Thank you for taking the time to reply, Richard.
>
> "Richard Colton" <[email protected]> wrote in message
> news[email protected]...
> >
> > "John Constable" <[email protected]> wrote in message
> > news:[email protected]...
> > > In my quest for a driver for my Palm Tungsten/Z600 I contacted Palm
> > support.
> > > They told me it was down to Sony Ericsson.
> > > After going through the usual hoops to submit a question to Palm
> > (including
> > > being refered by Palm US to Palm Europe - does it really matter for a
> > > driver?) and after a week and a half, I received this reply:
> > >
> > > "Dear Sir
> > >
> > > Thank you for your email regarding the SonyEricsson Z600.
> > > We do not produce a driver for this device."
> > >
> > > And that's all they wrote. I think we deserve better. Their customer
> > focus,
> > > attitude and level of support for some very common equipment are all
> very
> > > poor.
> > >
> > > As good as the Z600 is I think I may well try a different manufacturer
> > next
> > > time around.
> >
> > Am I missing something here? You asked Palm a question and now you're
> > grumbling about SE? Personally, I'd have thought that writing the
driver
> > would be down to Palm, but they'll need some information from SE.
> Depending
> > what the driver is for, have you tried drivers for similar phones eg.
> T68i?
> >
> > --
> > >>> Unlock Your Phone's Potential <<<
> > >>> http://www.thephonelocker.co.uk <<<
> > >>> http://www.uselessinfo.org.uk <<<
> >
> >
>
>

Well, I hear what you're saying but....
Firstly, if I buy a printer or sound card or whatever for my PC, it's the
manufacturer of the peripheral that supplies the software and not Dell or
whoever makes the PC. This matches what Palm have said to me which is
basically that its up to a peripheral supplier to provide driveres for their
device. Looking at it from their point of view, its easier for the
manufacturer of a phone to supply drivers for a few different PDA operating
systems rather than a PDA manufacturer researching and analysing every type
of bluetooth phone on the market.
Secondly, as far as common ground is concerned, both these manufacturers are
part of the Bluetooth SIG consortium and bluetooth means nothing if
bluetooth devices can't talk to each other. Palm was one of the first BT
pdas and has a huge part of the market. I don't think it's unreasonable for
SE to supply palm with a driver.
Thirdly, it's the attitude that bothers me as much as anything else. Look at
the email. It's very unhelpful. It just says 'we can't help' and not 'speak
to palm' or 'look for a third party driver' or 'sit tight and we might have
one at some time in the future'. If you wrote me an email asking me for some
help and I just replied 'Thankyou for your email. I can't help you' I think
you might feel that I had been at the least a little bit curt.
And lastly, I would hope that an open forum like like would be somewhere a
manufacturer would monitor for customer feedback and if we don't make our
feelings known then they will never have the chance to react to them.

I can see why you've reacted to my posting the way you did but I stand by my
comments because of the above reasoning. And, to be fair, I think I'm
entitled to be a bit irritable after I've been sold cutting edge technology
based on the promoted benefits of bluetooth allowing everything to talk to
each other and after a fortnight of trying to get help from the people who
make and supply it I find the only real help comes from these newsgroups!
What a relief they are here.

best regards to all,
jc




"Jesper Hedegaard" <[email protected]> wrote in message
news:[email protected]...
> How is it that you - to me - seems to hold S/E responsible for not writing
> drivers for hardware produced by somebody else ?
> That your Palm drivers doesn't support the S/E - and the other way
> round - doesn't mean that one or the other sucks.
> First establish: did any one or both of them promise any kind of "common
> ground" - i.e. a common thread of mutual communications standard ? If so
you
> doo have reason to be dissatisfied if it doesn't work.
> Knowing how well S/E software usually works with S/E products i wouldn't
be
> surprised if it should be the Palm software, that is lacking somewhat i
> performance....
> --
> ~~~~~~~~~~~~~~~~~~~~
> Mvh
> Jesper
> GS500E når vejret spiller ;o)
> Volvo når det spilder (
>
>
> "John Constable" <[email protected]> skrev i en meddelelse
> news:[email protected]...
> > Oops, actually it's me who's missing something - left out a vital
sentence
> > there which gets us from Palm to SE.... the email I quote is from SE and
> not
> > very helpful.
> >
> > The T610 driver didn't work which was a big surprise as they are
basically
> > the same phone. I eventually managed to get a third party driver to work
> > that I found on Palm gear downloads but there are still gaps. For
> instance,
> > I can't get the SMS software to work properly on the palm.
> >
> > Really this is an issue for the Palm newsgroup but I wanted to express
> > dissatisfaction at SE's apparently unheplful attitude.
> >
> > Thank you for taking the time to reply, Richard.
> >
> > "Richard Colton" <[email protected]> wrote in message
> > news[email protected]...
> > >
> > > "John Constable" <[email protected]> wrote in message
> > > news:[email protected]...
> > > > In my quest for a driver for my Palm Tungsten/Z600 I contacted Palm
> > > support.
> > > > They told me it was down to Sony Ericsson.
> > > > After going through the usual hoops to submit a question to Palm
> > > (including
> > > > being refered by Palm US to Palm Europe - does it really matter for
a
> > > > driver?) and after a week and a half, I received this reply:
> > > >
> > > > "Dear Sir
> > > >
> > > > Thank you for your email regarding the SonyEricsson Z600.
> > > > We do not produce a driver for this device."
> > > >
> > > > And that's all they wrote. I think we deserve better. Their customer
> > > focus,
> > > > attitude and level of support for some very common equipment are all
> > very
> > > > poor.
> > > >
> > > > As good as the Z600 is I think I may well try a different
manufacturer
> > > next
> > > > time around.
> > >
> > > Am I missing something here? You asked Palm a question and now you're
> > > grumbling about SE? Personally, I'd have thought that writing the
> driver
> > > would be down to Palm, but they'll need some information from SE.
> > Depending
> > > what the driver is for, have you tried drivers for similar phones eg.
> > T68i?
> > >
> > > --
> > > >>> Unlock Your Phone's Potential <<<
> > > >>> http://www.thephonelocker.co.uk <<<
> > > >>> http://www.uselessinfo.org.uk <<<
> > >
> > >
> >
> >
>
>