At 11:22 AM -0700 4/28/99, James wrote:
>If your response to this suggestion is that this can't be done because
>3Com's right hand doesn't know what it's left is doing, don't waste your
>time - this, I already know all too well.
Sadly, there is a nugget of truth in this. Palm is most definitely
suffering from growing pains. I've only been here a year and a half, but
the company has doubled in size even since then. ...and I'm not even
talking about 3Com, I'm just talking about Palm! (From my point of view,
3Com is this mysterious umbrella organization that handles all the
peripheral stuff, like the networks, HR, facilities, paychecks, and (sadly)
the stock price.)
Anyway, I've taken the initiative to get more involved in how customer
support, developer support, sustaining engineering, and core platform
engineering communicate. I've done this entirely in response to the
situations I've seen described here on the palm-dev-forum mailing list.
So, at least, one line of communication works a little bit. :)
>It would be a simple matter for 3Com customer support to route a few of the
>"my Palm V doesn't wake up for Datebook alarms" complaints to 3Com
>engineering, and for 3Com engineering to exchange a working unit for the
>malfunctioning one - if someone cared.
Well, someone does care. And while you're right that it is probably a
simple matter to get the units routed this way once the right connections
are made, making those connections is the tricky part. (as you've
surmised.) Also, customer support should be telling the customers to
(warm) reset their units, since that seems to solve the problem, and saves
us the expense of exhanging them!
Re: progress -- James Einolf kindly provided me with a copy of Clock III,
along with some more good details on symptoms. That kind of thing helps a
lot in tracking this stuff down, and I really appreciate the high quality
of technical feedback we get from this list.
--Bob
P.S. And please be nice to David -- it really would suck if we lost him! :)
