02-02-2004, 04:00 PM
|
|
Contributing Editor Emeritus
Join Date: Aug 2006
Posts: 8,228
|
|
Have A Problem With Your Pocket PC? Call Your OEM!
I think the first place most of us turn to for support is the newsgroups or various online forums like those here at Pocket PC Thoughts. Usually, that is a pretty good idea. Chances are, someone has already had the same problem and can help you out. Sometimes though you find out it is a known problem experienced by several people and there is no fix. Examples include alarm reminders not working for some people or others having to manually delete a registry key to allow the Terminal Server client connect to their Terminal Server after each connection.
When this happens, most of us tend to grumble and shout at Microsoft to fix it. Then we go to another board and complain there. That is not good. Microsoft does see some of these posts and the MVPs forward this info to Microsoft as well, but guess who has the most power to sway Microsoft to fix an issue? The OEM! If HP gets enough complaints about an issue via customer support, they will call up Microsoft and get the issue moved high up on the fix list. One call from HP, Toshiba or Dell has more impact than does 100, or even 1,000 posts. The only way to get an OEM upset enough to call Microsoft is for you and a few dozen of your closest friends with the same issue to call their tech support line.
Yeah, I know. It is a hassle. You get stale music, at least 5 levels of an automated telephone maze and a tech support person that will often go "have you tried a hard reset" right off of the bat. I am as guilty as you are in avoiding this, but it only hurts the chances of the issue getting resolved. So, do you have some problems with your Pocket PC that you know it will take Microsoft or your OEM to actually sit down and fix? Call them. Arrange to take your lunch sometime this week next to a phone you can afford to spend 30-60 minutes at while eating to get the problem logged. Then call them back in a week or two and ask for a status update. Get the problem elevated unless they tell you it is already on their elevation list. I think the alarm issue is already there. 
|
| |
|
|
|
02-02-2004, 04:22 PM
|
|
Ponderer
Join Date: Jan 2004
Posts: 95
|
|
Nope, can't do it!
Every call I've ever made to an OEM has resulted in "do a hard reset" or send it in, it must be a hardware problem". Not gonna waste my time.
|
| |
|
|
|
02-02-2004, 04:53 PM
|
|
Sage
Join Date: Aug 2006
Posts: 607
|
|
I agree, the hard reset is always the default "solution." But...when I call hp I always seem to get a nice lady from Guiana. I can't remember her name, but you'll know her by her accent. She always seems to care a bit more than the other people there. I remember telling her I wish they would come out with a rom flash for the 2215 because mine was just buggy no matter what. Her reply to me was, "I did see something about that being an on going problem" And here it is...my 2215 flash  . As with most cases, I guess it matters who you speak to. Some are there to pay their phone bill and some are their because they too share the same passion as the customer.
|
| |
|
|
|
02-02-2004, 04:56 PM
|
|
Editor Emeritus
Join Date: Sep 2006
Posts: 3,060
|
|
You make some very good points, Ed. I agree wholeheartedly that unless we contact the OEMs, broken and wrong functionality will not get fixed.
That said, I am always AMAZED at the collective wisdom and knowledge that the Thoughts community has. So, by all means, we need to be talking to the OEMs; but when it comes to the accuracy of proposed fixes for many problems, I trust this group a LOT.
|
| |
|
|
|
02-02-2004, 04:57 PM
|
|
Contributing Editor Emeritus
Join Date: Aug 2006
Posts: 8,228
|
|
Quote:
|
Originally Posted by Talldog
Nope, can't do it!
Every call I've ever made to an OEM has resulted in "do a hard reset" or send it in, it must be a hardware problem". Not gonna waste my time.
|
That is totally your call. But by doing so, you forfeit your right to complain, just as those that don't vote in elections have no right to complain about who is in office. :mrgreen:
|
| |
|
|
|
02-02-2004, 05:15 PM
|
|
Thinker
Join Date: Feb 2004
Posts: 405
|
|
heh...
I have to honestly say, I've never contacted Microsoft about any of PPC's "little secrets", though I have contacted Dell on them. The alarms are a good example, because I assume that Microsoft knows about the problem already, and that the only people that (after how long?) can possibly put pressure on them are the OEM's. I've emailed Dell on MS support issues multiple times. They've let me know if they know about it and if it's their or MS's problem, they claim to add it to the list of "Action Items" they submit to MS. I'll work around any OS shortcomings to avoid having to do a support mandated hard reset if possible, so I won't tie up their or my phone with it, but I do let them know they exist.
It's a point well taken Ed, the OEM's have way more leverage with MS than individual owners complaing, we need to take advantage of that.
|
| |
|
|
|
02-02-2004, 05:39 PM
|
|
Moderator Emeritus
Join Date: Aug 2006
Posts: 1,998
|
|
It would be nice if there was an email address form we could use. A lot more people would respond this way than if they had to take time out of the day to sit on hold...
|
| |
|
|
|
02-02-2004, 06:49 PM
|
|
Sage
Join Date: Mar 2004
Posts: 734
|
|
I never talk to OEMs, regardless of the product or problem. None of them ever bother to read Email, and the responses you get are... well,... ****, generally speaking. They don't know what the hell they're doing, or just don't care and send the standard reply; with the most basic suggestions.
When I want good, reliable info, I go to the people I know and trust; the end user who had to figure it out without any help. People like you guys. I trust info from PPCT over an OEM's any day.
|
| |
|
|
|
02-02-2004, 08:27 PM
|
|
Philosopher
Join Date: Apr 2002
Posts: 574
|
|
I must stress that every call is one that could tip the balance. The attitudes like- Microsoft already knows it
- I will not make a difference
- etc.
are generally false assumptions. Microsoft certainly do not hear everything, and people really can make a difference.
Some OEM's are very helpfull (Siemens is one of them), and that means that you can achieve a lot fast. Telling the operator that you tapped into the global community and actually tried everything also shortens the maze in some cases (they are not all script-monkeys)....
Jaap
|
| |
|
|
|
02-02-2004, 09:29 PM
|
|
Ponderer
Join Date: Jan 2004
Posts: 95
|
|
Quote:
|
Originally Posted by Ed Hansberry
Quote:
|
Originally Posted by Talldog
Nope, can't do it!
Every call I've ever made to an OEM has resulted in "do a hard reset" or send it in, it must be a hardware problem". Not gonna waste my time.
|
That is totally your call. But by doing so, you forfeit your right to complain, just as those that don't vote in elections have no right to complain about who is in office. :mrgreen: |
You're absolutely right Ed, which is why I don't complain about the bugs. My routine is:
1. Look for a fix/workaround at PPCT
2. Look for a fix/workaround at BH
3. Look for an app that fixes the problem (like notifications)
4. Wait for a ROM upgrade
Works for me.
|
| |
|
|
|
|
|
Linear Mode
