T-Mo To Employees: Its Broke, And We're Fixing It

[Jon Westfall]

<div class='os_post_top_link'><a href='http://www.phonemag.com/index.php/weblog/read_more/03232005_t_mobile_internal_faq_for_pulling_hp_ipaq_h6315_from_shelves/' target='_blank'>http://www.phonemag.com/index.php/w...5_from_shelves/</a><br /><br /></div><i>"The iPaq h6313 is no longer available for sale due to many reasons. T-Mobile sent out an internal FAQ last week to its sales channels to pull the unit due to numerous software issues. I just got the internal email sent to my inbox; there is a number of interesting info that pertains to all customers who purchased the iPaq 6315!"</i><br /><br /><img src="http://www.pocketpcthoughts.com/images/web/2003/westfall-20050324-6315.jpg" /> <br /><br />According to this leaked T-Mobile internal FAQ, our lovely darling of PPCT kindness and forgiveness (ha) has been temporarily yanked until the software upgrade is available (Approximately 30 days time) and reading between the lines suggests that if that isn't fruitful, it may be yanked completely. For users seeking an exchange, T-Mobile is offering RIM's and Treo's (Along with courtesy credit) as an alternate device. While promising that they are committed to Windows Mobile based devices, this can't be a good sign of the device's overall health. Sad to say, my 6315 (well, my current 6th 6315 after 5 exchanges) may soon be destined to live out its life as the device with as much hype pre-release as it had disappointment post-release. :(

[Eriq Cook]

I want to see other Windows Mobile Devices under T-Mobile without having to wait 6-12 more months. I lost faith in the iPAQ and don't think I would buy another one. Guess they're not releasing the MDA III in America eh?

[Fruit]

Hi,
this is a question to help out my co-worker who has this unit. Anyone know if T-Mob is gonna offer to switch owners of this one for a Treo or Rim with disregards for purchase date? I think my co-worker got it back in Nov or something so just wondering. Thanks for the heads up!

[lorettaboy]

Hi,
this is a question to help out my co-worker who has this unit. Anyone know if T-Mob is gonna offer to switch owners of this one for a Treo or Rim with disregards for purchase date? I think my co-worker got it back in Nov or something so just wondering. Thanks for the heads up!

If the unit is out of warranty, then yes TMO will still provide a replacement unit, but for an out-of-warranty fee of about $70.
Regarding the original story: yeah, the old 30-day promise. How many times has TMobile quoted a 30-day period for the ROM update? Answer: too many times. Only a few days ago TMO reps were quoting a ROM release date of 2-3 months from now.

[Edgar_]

I get a 440 error when I try to get to that phonemag article.

Anyone else have this problem?

[Steven Cedrone]

I get a 440 error when I try to get to that phonemag article.

Anyone else have this problem?

Thoughts effect? I can't get to the site at all!

[Sven Johannsen]

This will be interesting. Obviously T-Mobile isn't going to fix the 6315, it'll have to be HP. Does T-Mo have the pull to get HP to do it? Does HP have the resources available that aren't tied up working their next entry into the PPCPE space? What would be the ramafications to future HP phone sales if the 6315 isn't fixed? Stay tuned, for further developments.

[ignar]

I've thought 6315 looks ugly, and now that I got an iMate JAM, 6315 looks even more so. I believe there is nothing wrong with PocketPC phone in general, but carriers need to find right devices and 6315 doesn't seem to be one of them.

[alabij]

The FAQ isn't too informative. All the exchange options aren't worthwhile. There's a Tre 650 out there. Why would I downgrade to a 600.
I don't think T-Mo truly comprehends their dilemma.
I don't think the IPAQ is ugly, but then again I'm looking for productivity not looks.

[yawanag]

WOW! This makes me grateful that it hadn't been released when I needed a new PDA so badly. I thought it was ugly too, but the reviews were so convincing.


I had my eye on the MPX 220 (nothing further need be said) and then the HP 6315. Couldn't wait that long for the release. So, now I own an I-mate that is on the way back from repair.

I never purchase without days and days and days (sometime months) of reading reviews but now I wonder if it isn't best to go to a dealer and physically handle one, but as I write this, I know from experience trouble doesn't start until after 30-day return period expires.

[surur]

WOW! This makes me grateful that it hadn't been released when I needed a new PDA so badly. I thought it was ugly too, but the reviews were so convincing.

Were there any positive reviews for that device? I thought most people thought it was a dog. How they thought they could get away with a 200mhz processor and wm2002 is beyond me.

Anyways, currently pocketpc's make poor phones, so at least they should be good pocketpc's. HTC understand this, and their devices are good pocketpc's (128 MB ram, fast processors, good screens, latest OS etc) even though it runs the same phone software as the HP 6315. This is why people love their XDA's etc, despite the missed calls and lack of voice dialling.

I actually blame broadcom/widdcomm for most the trouble with these devices. If any FREE phone can do proper bluetooth voice dialling, why cant a pocketpc phone with their software. Its almost of if its physically impossible, which is really ridiculous. If they could sort that out at least the device would be an acceptable phone. Otherwise its just an embarrassment.

Surur

[MA]

To be fair with HP I must say that I won a HP 6340 and with the ROM upgrade provided a couple of weeks, it’s working marvellous – GSM / Wi-Fi / Bluetooth working as advertised. With the common applications everyone uses… Before I was resetting a few times per day with nothing installed but with the new ROM it’s perfect. A very useful business tool.

Regarding the form factor and design, it's subject to each one likes and dislikes. No comment.

[posiedon7]

:roll:

I ahve moved on after reading that Tmo has pulled the unit. I bought it back in November and thought I had found my perfect device. TMO sucks!

Switched to Verizon and the 6600 w/camera. Get it today and the 6315 will be Ebayed!

I wonder if the HP Messenger will flop as bad as this did and hopefully they got things workig right this time.

[Ed@Brighthand]

I get a 440 error when I try to get to that phonemag article. Anyone else have this problem?
PhoneMag has been up and down since very early this morning. You can keep trying, or I have a lot of the details in this article (http://www.brighthand.com/article/T-Mobile_Offering_to_Exchange_h6315).

[Ed@Brighthand]

All the exchange options aren't worthwhile. There's a Treo 650 out there. Why would I downgrade to a 600.
T-Mobile isn't carrying the Treo 650 yet. They can't really offer you something they don't have.

palmOne has pretty much dropped the ball on getting the Treo 650 rolled out. Despite being released months ago, it is still only available from two U.S. carriers.

Still, it's palmOne that's suffering the most. It is losing lots of sales (and money) because it can't get its latest device into consumers hands.

[ignar]

palmOne has pretty much dropped the ball on getting the Treo 650 rolled out. Despite being released months ago, it is still only available from two U.S. carriers.

Still, it's palmOne that's suffering the most. It is losing lots of sales (and money) because it can't get its latest device into consumers hands.

PalmOne sells an unlocked GSM version Treo 650 which should work with T-mo. Also I heard a rumor Cingular is lobbying PalmOne to delay Treo 650 for T-mo.

[DaleReeck]

[quote=Ed@Brighthand]
Also I heard a rumor Cingular is lobbying PalmOne to delay Treo 650 for T-mo.

They better not be. That's illegal.

Also, I do have to say, I had the 6315 for a while and with the "hacked" 6365 patch, the device was quite usable. If T-Mobile can get their version of it out, the device may yet be saved. In fact, I'd still have it, but the 64MB of memory bugged me. I got a PDA2K and that 128MB of memory makes a huge difference.

[OneAngryDwarf]

Sorry to all u owners but I'm really happy about this... the only reason I can figure that T-Mo doesn't have any other PPC phones out in America and is the only company selling the HP one is that they signed some sort of exclusivity aggreement together. I imagine if that the only way we'll see new PPC phones from T-Mo is if the contract is nullified and this thing is yanked like what is currently happening. Maybe the MDA's will make it to T-Mo USA afterall... woohooo...

[ale_ers]

The FAQ isn't too informative. All the exchange options aren't worthwhile. There's a Tre 650 out there. Why would I downgrade to a 600.
I don't think T-Mo truly comprehends their dilemma.
I don't think the IPAQ is ugly, but then again I'm looking for productivity not looks.

I think the 650 is still exclusive to Cingular. You can get one unlocked from Palm one, but the point is...it is not a TMo phone yet.

[Qman]

To be fair with HP I must say that I won a HP 6340 and with the ROM upgrade provided a couple of weeks, it’s working marvelous – GSM / WI-Fie / Blue tooth working as advertised. With the common applications everyone uses… Before I was resetting a few times per day with nothing installed but with the new ROM it’s perfect. A very useful business tool.

Regarding the form factor and design, it's subject to each one likes and dislikes. No comment.

Same here and since I've been a Pocket PC Phone Edition user from day one its the only device I'll ever go with and I'll use and do whatever it takes to get it to work/run properly ( hacks, ROM updates etc...). :Green:

I was set on getting a XDA II shortly after they became available but the price was way to high. :cry:

[ale_ers]

[quote=Ed@Brighthand]
Also I heard a rumor Cingular is lobbying PalmOne to delay Treo 650 for T-mo.

They better not be. That's illegal.



I don't know how illegal it is. Phones being exclusive to carriers is very common. It's not like they are stopping you from buying it (you can get it unlocked), just limiting the carriers that subsidies it.

[cameron]

They better not be. That's illegal.

Illegal??

T-Mo had the exclusive rights to the Blackberry 7100 series in the US for 90 days - which expired in early January. Same thing.

[DaleReeck]

Having exclusive phones isn't illegal, they do it all the time. But using your position in an exclusive agreement to pressure a vendor to keep that agreement exclusive from other specific carriers is. Cingular may ask for an extention of an exclusive agreement, but they can't ask that a specific vendor to be excluded. They can't say "we don't T-Mobile to get this phone, so extend our agreement". Though that is what they are thinking of course ;) Its all in the wording - sort of like the difference between a "tip" and insider trading.

[wshwe]

TMo should take the initiative and contact all 6315 owners.

[mjj0000]

I've had this unit for about six months now and, while it is not perfect, I am more than happy. I think the processor is misunderstood. It is not as slow as some would indicate. I regularly use Voice Commander which I have to believe requires some ponies. And I absolutely love the battery life.

I am going to give T-Mobile a chance and if they don't come through, I am ready with the hacked 6340 ROM.

[kanzlr]

Anyways, currently pocketpc's make poor phones, so at least they should be good pocketpc's.

to say that they are bad phones is way too polite imho.

i own a MDA compact.
this is my third PPC. before that i had and ipaq 2215.
and a few years back i owned an compaq aero something.

i have to say, the best smartphone was my treo270.

the MDA_compact doesnt even come close to it. just because the SMS application is worse, the phone app is a joke compared to the old treo and the lack of a thumb-keyboard is an unbelievable downgrade.

you cant imagine. i had a palmpilot 5000, a palm pro, a handspring visor, this aero thingy, a philips nino, a psion series 3a (wow...), a newton, an atari portfolio...almost everything one can have...after a year with the treo270...you cant go back if you had a thumbboard...this is the be all end all...there is nothing better. after that year i could write faster with the thumbboard than my friends on their pc keyboards (ok, my frieds are bad type writers...). and i was very good with graffity.

what i hate most about the MDA_compact is that its a pocket pc.
i found it to be not very reliably (dont know why. i just dont trust it. i had to hardreset it twice. and i dont know why. it complained aboub some registry stuff...), to have a crappy UI compared to the old (very old...) treo. ah, and i miss the flip lid.

i save a backup (sprite backup, you make my day) twice a week.

anyone wants to trade his GSM treo650 (even a 600) for my MDA compact? well, i would even trade a functioning treo270 for it...(european version).

[SRALPH]

I too was waiting for the MPx smartphone, then was considering this unit. I was using an iPAQ 3850 and a Sony Ericsson T637 and all was good, then the iPAQ finally died (Powers down but not up without a soft reset, no longer recognizes as connected with the USB cradle though it does charge)

Being in Canada, there were no options to get this so I bought the Sony Ericcson P910. I know its Symbian UIQ, not as robust as Pocket PC, less software and support is pitiful but it honestly works very excellent as a phone and very well as a PDA. I have my beefs with it, but I'll wait and see what shakes out with phone edition PPC's over the next 12 months.

I am really sad to see HP fall so far. Possibly the rush to market got them, but this has got to be very embarrassing.

[szamot]

I get a 440 error when I try to get to that phonemag article.

Anyone else have this problem?

:D
Try using your regular PC not the trusted old Ipaqs....


The iPaq h6313 is no longer available for sale due to many reasons. T-Mobile sent out an internal FAQ last week to its sales channels to pull the unit due to numerous software issues. I just got the internal email sent to my inbox; there is a number of interesting info that pertains to all customers who purchased the iPaq 6315!

Call T-Mobile and check to see if you qualify for the exchange of the iPaq 6315! T-Mobile is not proactively contacting you to inform you of this. If you qualify for an exchange of this device, you will get to pick from one of the following options:

• Refurbished HP iPAQ replacement

• RIM 7100t + Courtesy Credit

• RIM 7730 + Courtesy Credit

• Treo 600 + Courtesy Credit

Click over to read the entire FAQ.


HP iPAQ FAQs (SALES)


Q1: Why was the HP iPAQ pulled from our line of products?

A: We are working with the vendor (Hewlett Packard) to explore possible software
upgrades that may provide an improved customer experience. Until we know whether
these software changes will enhance the experience, we are temporarily suspending
sales.

Q2: What should I tell customers who inquire about the HP iPAQ device?

A. Please tell customers that the “HP iPAQ is currently unavailable but we hope to
have this device back in stores quickly and if you’d like we can take your name and
number down and call you when it’s available.”

Q3: What should I tell customers who inquire about a handset exchange for the HP
iPAQ device?

A. Beginning March 21, T-Mobile will offer HP iPAQ customers an additional
exchange option. Qualified customers can either: 1) get a refurbished iPAQ or 2)
select from one of three new alternate devices. Customer Care will need to conduct
the exchange so please refer customers who inquire about an HP iPAQ exchange to
Customer Care.


Q4: What are the alternate options through the exchange program?

A. If the customer qualifies for an exchange of this device, they will be offered
one of the following options:


· Refurbished HP iPAQ replacement

· RIM 7100t + Courtesy Credit

· RIM 7730 + Courtesy Credit

· Treo 600 + Courtesy Credit

Note: The refurbished HP iPAQ will not ship out to customers until the new software
is released.

Q5: Why are we offering alternate exchange options for the HP iPAQ Pocket PC?
A: In our continuing efforts to become America’s most highly regarded service
company, we are giving our customers another option until the new software is
released.

Q6: When will the product and software improvements launch?
A: We are exploring possible product and software improvements that should improve
the customer’s experience with the product. We are planning to release the new
software within the next 30 days. We plan to notify customers once the software
upgrade is complete.

Q7: Is the iPAQ available in the Upgrade Programs?
A: Not currently. It was temporarily suspended from the Upgrade Program on March 17.

Q8: Will we retire or grandfather the “Minutes, Mail, and More” (aka iPAQ) rate plans?
A: No. The availability of these rate plans has not changed.

Q9: Will customers need to switch to different rate plans and features if they
choose an alternate exchange option?
A: In some cases. Customer Care will evaluate the customer’s needs and pick the rate
plan that best suits them.

Q10: Will T-Mobile release another Windows-based device in 2005?
A: T-Mobile is committed to offering windows-based devices. More information will be
coming soon.

Q11: Will Hewlett Packard continue to be available for Tier 3 support?
A: Yes.

Q12: Are we proactively contacting customers about the alternate exchange options
for the iPAQ?
A: Not at this time. The alternate exchange option is currently only available to
customers who call and meet the criteria for an exchange of their HP iPAQ Pocket PC.
T-Mobile customers who own an iPAQ should continue to use their device as normal.

Q13: Will this alternate exchange option be offered for other devices?
A: No. This offer is designed for iPAQ customers only.

Q14: Are customers who are exchanging their device due to physical damage or
out-of-warranty problems eligible?
A: Yes, but they will be charged the standard $70 out-of-warranty fee.

Q15: Are employees and special accounts eligible?
A: Yes, but with some exceptions. For example, these customers are eligible for the
alternate exchange options, but they must submit their request for Goodwill Credits
to Employee Accounts.

Q16: Can Retail Service Representatives (RSRs) apply the Goodwill credits at the
store?

A: No. All exchanges of the HP iPAQ device should be referred to Customer Care as
only Customer Care representatives can issue any credits for eligible customers who
choose an alternate exchange option. Customer Care will be prepared to help their
partners in Sales with these requests.

[Thanks, John!]

[brightppc]

Anyways, currently pocketpc's make poor phones, so at least they should be good pocketpc's.

to say that they are bad phones is way too polite imho.....


i have to say, the best smartphone was my treo270.
....after a year with the treo270...you cant go back if you had a thumbboard...this is the be all end all...there is nothing better. after that year i could write faster with the thumbboard than my friends on their pc keyboards (ok, my frieds are bad type writers...). and i was very good with graffity.

what i hate most about the MDA_compact is that its a pocket pc.
i found it to be not very reliably (dont know why. i just dont trust it. i had to hardreset it twice. and i dont know why. it complained aboub some registry stuff...), to have a crappy UI compared to the old (very old...) treo. ah, and i miss the flip lid.

i save a backup (sprite backup, you make my day) twice a week.

anyone wants to trade his GSM treo650 (even a 600) for my MDA compact? well, i would even trade a functioning treo270 for it...(european version).

I agree with you; a keyboard is the way to go and if you have been using a device with one for awhile, there is no way you can go back to a stylus.
My concern with PPC phones is that the OS (at least WM2003SE for now) is not completely "keyboard ready"; you still need to use a stylus to access some menus.
I would stay away from the Treo650 for now. I tried the unlocked version with my T-Mo SIM and this device is extremely unstable. The super low volume makes the device absolutely unsable in noisy environment.

I guess the perfect PDA phone doesn't really exist for now ...at least for me.

T-Mobile's decision regarding the exchange is, IMO, the right thing to do.
At least they acknowledge the problem and give options to customers... pretty rare these days.

[jdc1891]

To all you who purchase this sub-par device:

You should have purchase a IPAQ H5555 and any of the many blue-tooth enable phones that T-Mobile offers.

:devilboy:

[griffin911]

To all you who purchase this sub-par device:

You should have purchase a IPAQ H5555 and any of the many blue-tooth enable phones that T-Mobile offers.

:devilboy:


That's terribly constructive!

What have we done all this time here at PPC Thoughts without your insight!

[randyzon]

I tried it and I haven't had to reset my phone in days. No lockups and I have a lot of 3rd party software installed. Do you think that Tmobile would give about $10K to the guys who revised the ROM when Tmo could not do it internally? I love the 6315.