Palm Tries To Hide Software Update Problems

Here's something Palm (PALM) doesn't want you to know: If you're a Verizon (VZ) customer who owns one of its 700p phones, and you either upgraded to the new version 1.10 software as suggested by Palm -- or received one with the update pre-installed -- there's a chance your phone doesn't work very well anymore.

You'll have trouble accessing the Internet, at which point you'll be greeted with an "error 3000" message, and your phone may freeze as you dance around from application to application.

I know -- because I own one. And I'm on a replacement, which doesn't work much better than the phone that went bust after I did the update. I called Verizon and Palm tech support as a customer, but also called public relations for both companies several times. Verizon didn't have a good answer, and after numerous calls to Palm over the course of several days, a spokesman said the problem has affected only a small number of phones and Palm is working on a solution.

The "small number" line got a laugh out of more than one tech support rep at Verizon, who acknowledge being bombarded with version 1.10 update-related issues. (If the number of affected phones is small, what is the likelihood I'd be effected twice?)

A simple Google search of Treo and version 1.10 problems, which I've written about here previously, turns up multiple forums devoted to the issue, including one on Palm's website. Making matters worse: All replacement phones now have version 1.10, which is supposed to improve Internet and Bluetooth access.

Not good at a time Palm is trying to prove it has a competitive product with Blackberry and the new Apple (AAPL) iPhone.

Memo to Palm: Trying to hide the problem, or pretend it doesn't really exist, doesn't help credibility.

If this problem effects you, please let me know.

Comments

[flashfast:]

Herb,
I have the same issues with my 700p and it annoys me like you wouldn't believe. I'm not even sure I'm so willing to get the exchange.

2007 Aug 10 04:44 PM