Like the rest of the Treo 700p community, I am anxiously awaiting the release of the promised firmware updater. Even though Palm has said that it is due to be released in Q1-2007, that doesn't keep me from sneaking over to their Support pages every couple of days.
When I bopped over there last night, I saw something new...an icon saying:
"LIVE CHAT...Get Help With HotSync"
Needless to say, I had to push the button, and after a few minutes, was connected to an online support tech (the transcript is below). Although I wish that this kind of support was available for a wider range of subjects then HotSync issues, it is significant that Palm is making this kind of investment in its support methodology and infrastructure. When added to the new, dedicated support team for new Treo 680 owners, it clearly says that Palm, Inc. is very aggressive about protecting their existing client base, while making a more attractive experience for potential, new clients. This is the attitude of a company that believes in its future, and is willing to invest in it. All of this bodes well for the Palm Addict community.
I will be reaching out to my contacts at Palm Management to get more details on this 'Chat' support, and Palm's broader plans for improving their customer support experience. In the meantime, here is the brief session that I had with the lovely "Rose" at HotSync Chat Support:
_ _ _ _ _
Rose: Hello, this is Rose. How can I help you today?
Peter J Arts: I am the Treo Editor for Palm Addict blog...the largest Palm-centric site on the web. I saw this new support feature on Palm's website, and wanted to find out more about it. What, exactly, do you provide support for?
Rose: We in chat support have expertise with only HotSync operational issue with Treo650 and Treo700p.
Peter J Arts: OK...I have a Treo 650 and a Treo 700p. What are typical support issues around HotSync for these devices?
Rose: The issue could be one that is unable to perform HotSync but there could be many reasons for it.
Rose: It may be a problem with Palm Desktop or Outlook.
Rose: If it is an Outlook we come across the OLERR error.
Peter J Arts: This is the first time I have seen Palm offer chat support for the Treo. I am surprised that it is limited to HotSync issues...but, that is a great start. I won't keep you from clients with actual support issues, but want to thank you for the time and information. Goodnight.
Rose: You are welcome. Goodnight. I wish you a happy new year in advance.
Rose: Thank you for contacting Palm Technical Support. Your suggestions are always welcome. Do take some minutes to fill up our customer survey.
Peter J Arts: Thank YOU, Rose! The same to you and your family.
