Attention Palm M500 Series users! Does this sound familiar?
scores of successful syncs between M505 and PC (Win/Me) I am suddenly unable
to establish a connection using the cradle (USB). USB port is OK and PDA seems
to work fine otherwise. Any way to check if cradle is bad or if PDA itself is
the problem?” Pete
“My m500 has been syncing perfectly at the office on Win2K
and USB, and also at home on Win98 and USB. After syncing on Wednesday morning
perfectly, Thursday morning the m500 could not make a connection. Tried
everything short of uninstall. Took
the cradle home to other computer with the same result. So, it is either the Palm or the cradle, unless the Palm
created a registry problem on two machines simultaneously with different OS,
even though the home machine last synced 48 hours prior to the office machine,
which synced several times on Tuesday and then Wednesday. If anyone has
figured out a solution, please share. There are many people raising the same
issue on public newsgroups.” Mike
The Palm and USB forum boards are replete with complaints from
frustrated Palm M50x owners regarding the issue dubbed SUDS (Sudden USB
Death Syndrome) by John R. Haggis aka Inspector Gadget.
Okay, so there’s a problem.
So what? The user calls Palm on the phone and Palm takes care of it.
Well, NOT exactly.
According to several Palm M50x users, Palm 1st
level tech support staffers like to pretend that this problem is simply user error.
Customers have been instructed to purchase and use a serial sync (a
whole lot slower than USB, never mind the expense), hard reset, uninstall,
the battery, change computers and/or perform some other “you probably did something wrong"
fix. I really dislike these technical
support feints and dodges that are designed to frustrate even the most technically savvy
user. Palm Support knows
full well, that the problem is very likely the now notorious “Suddenly USB
Not Syncing” syndrome.
It’s plain as the nose on your face that a lot more than
just a couple of Palm M50x’s have succumbed to SUDS and that poses a few
no general recall?
the mental masturbation from tech support?
isn’t the topic addressed on the Palm Support Web Site?
are they still selling them?
checked the Palm
Support Web Site to see if there was a documented fix, work-around or
directions for users that are experiencing SUDS.
Although, a software update for syncing the M500 Series Only, is
readily found, NO mention of the SUDS issue is anywhere in sight. I
checked the Knowledge base, used the Knowledge Finder and explored the Top
Solutions, nary a word, nada, zip, squat, nothing mentioned.
all fairness, Palm is making good on some of these devices. If you scream
long enough and loud enough or if you are versed on this issue, Palm has been
replacing the defective units with an “enhanced” version of the Palm M50x.
some of these "enhanced" replacement units are as defective as the
units they trade out for:
“Palm is sending me my
*fourth* M505, due to the USB Hot Sync problem. The rep said it will be a new
unit (not refurbished) and the "enhanced" model, whatever that
it gets better. In most situations the SUDS issue doesn’t manifest
itself until after the device is out of warranty.
Support Policy (from the Palm Support Web Site)
the U.S., Palm offers 90 days of "complimentary" telephone technical support
from the date of purchase on all Palm products. After 90 days, telephone
technical support is available for $25 per incident. If you’ve owned your
Palm for more than 90 days, not untypical for those who are suffering
from SUDS, the recourse is to pay Palm $25.00 to discuss the problem.
After trying several other exercises in frustration they may offer to
replace the unit and waive the fee.
I’m sure the $25.00 fee
has fended off many a phone call for help.
According to the posts
I’ve read, there is a long backlog of customers waiting for replacement
M50x’s. Two to three weeks is
the reported typical delay.
Curiously, Palm is offering
Valentine’s Day Bundle on their web site.
You guessed it, a brand new Palm M505 Limited Edition at a discount price.
Funny how the units are available for immediate sale but, there's a queue
three weeks long for those who own defective ones.
are rumors that a class action suit regarding the Palm M50x and SUDS has been
initiated in California. I received no response from this posted link for the attorney supposedly in
charge of that lawsuit firstname.lastname@example.org.
a search at Class
Action America produced no results
also wrote to Palm Sales on Monday, February 11, 2002, requesting information,
comment and clarification regarding the SUDS issue.
At the time of this writing I have received no answer.
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