Very bad experience with PalmGear

[LSAlford]

First, I'd like to say that I am not posting this in haste.  I've given Palmgear.com almost 2 weeks to solve this problem.

On February 2, 2003, I purchased software from Palmgear.  This program was only available for download after purchase (i.e. there was no code to enter to unlock the shareware, the registered version was a seperate download which required payment in advance).

After making my purchase, I was unable to download the program.  I sent e-mail to Palmgear explaining the problem.

The following day, February 3, I was still unable to download the program.  I called Palmgear on the phone. They told me that my purchase didn't appear, and asked me to repost my payment information.  I did (bad move) but still couldn't download the software.

The following day they emailed me the software and download instructions AND CHARGED MY CREDIT CARD 4 (FOUR) TIMES FOR A  SINGLE PURCHASE.

Since then, I have been trying to get them to credit my account for the over charges.

First, they said that I would have to fax a copy of my bank statement showing the overcharges.  I did, approximately one week ago.  No refund.  My e-mails are ignored.  I make several more phone calls suggesting that not only should they refund the money, but now they have wasted a considereable amount of my time, not to mention the fact that it took three days for me to get the software that I bought in the first place.

On February 10, I received an e-mail from Palmgear that the refunds had been posted to my account.

On February 14, 2003, I checked my account.  Guess what?  NO REFUND! I called Palmgear on the phone again.  The woman I spoke with appologized profusely and promised to do something about it.

This morning, February 15, I checked my online bank statement.  As of today, they have refunded 1 (one) of the overcharges.  There are still two outstanding charges, and obviously, Palmgear has not done anything to express their concern about this situation.

I have not posted anything here because I wanted to give Palmgear a chance to make things right.  In my opinion, as a business owner myself, this should have taken 2 or 3 days to straighten out.  Tomorrow will be two weeks.

Although everyone makes mistakes, Palmgear has made little or no effort to make things right or to try to keep me as a customer in the future. 

Stuart

 

 

[Importluva]

I've had bad experiences too. I ordered NR buttons and they never sent me my registration code. Oh well.

[jetdriver]

I think there is a special extra hot corner in hell for palmgear.

They burned me as well (no pun intended :-P)

It took me several attempts, and threats to contact my lawyer before progress was made. I will never do business with them again.

[Ricon]

That's strange! They only bill me double. You must be special. You realize that now you have complained you will be removed from their mailing list or like myself cut off from ordering. too bad soooo sad. May I recommend Handango or when it's an option the developer themselves.

[LSAlford]

I've used Handango and been very happy. This particular item, though, was only available from Palmgear.com

[*YellowRose*]

Originally posted by Ricon
You realize that now you have complained you will be removed from their mailing list or like myself cut off from ordering. too bad soooo sad. May I recommend Handango or when it's an option the developer themselves. Do they REALLY do that??   I had no idea.   That's bizarre, especially if they consider that you have the potential to tell 10-15,000 people, like you just did.  That's SO crummy!!

[gvtexas]

Stuart:

If you used a regular credit card (as opposed to a debit card), all you have to do is contact the c.c. company and explain what happened and request them to backcharge PalmGear for the 3 erroneous charges. Not only will you get your refunds, PalmGear will be hit with backcharge fees (delicious irony?).

FWIW, I'd had problems with both PalmGear and Handango, so there aren't any angels out there in palm shareware land...

Gary

[pulpdoc]

I have order probably 20 or 30 programs from Palmgear and have no complaints. You don't mention the program you bought, nor the cost. While I understand you are upset due to the poor service and overchanging, particularly since you are a business owner, but I think we should put things in perspective. Was the program you order $3.00 or $29.95? I think this makes a difference. If you were charged 4 times, the range could be $12 or $119.85. Once again, I understand you're upset at the service but is it worth the aggrevation over $12.00.

Secondly, I don't know if you're being fair to Palmgear when a female service rep said they take care of things and then you check your online bank statement the following morning. As a business owner, you should know that there is a time lag between charges (and credits) and when it posts. At least in my business I see anywhere between 2 and 5 days before funds are transferred to my business account after a sale.

Whenever I have problems, I ask to talk to the supervisor or the owner. Nothing might not happen but at least I've talked to the supposed person who can make decisions such as giving credits.

I'm sure I'll get flamed for sticking up for Palmgear but I just haven't had any problems with them (or it). I certainly understand your frustration and I'm sure I would be upset if we were talking about $100 overcharge. However, if it's a couple of dollars, I would be patient and assume Palmgear will do the right thing.

[Importluva]

Its not good business to screw over your customers-even if in the end you get your money back. They aren't doing a good job of being organized-if they were a good business this wouldn't keep on happening to people. And it shouldn't matter if it is a $3 item or $30-its like saying that if you go into a walmart and buy a pack of gum vs a tv that they can treat you like crap.

[kstuart]

I so far have not found one person who is professionally involved with PDAs that is not an a**h*le - with the sole exception of some developers (like CESD and Jeff Mitchell, who are both great guys).

It's very odd - I'm not quite sure why the field of "PDAs" would attract jerks. Possibly, it's because the regular PC field is dominated by people who were involved many years ago, before there was any money in it. In contrast, PDAs started out as a business and productivity tool, and are a relatively recent phenomenon. Also, the field is relatively obscure - any PC or Internet "player" that is as big as PalmGear is in the PDA area, is much more well known and more closely scrutinized by the press and the public...

[boomer]

I have never had a problem with PalmGear. 

 

On the other Handandgo, I will not buy from them again.  They have messed up my order several times and billed me without sending me the codes.  Repeated calls did not result in ANY progress - so AmEx to the rescue!

 

 

BTW - heed the warnings about repeatedly hitting that 'buy' button.  If at first the purchase page doesn't 'click through', don't go back and try again. 

[BluePrt]

I've ordered over 130 programs thru the years and have had a few problems, my fault...not coordinated in typing so I've sent the wrong e-mail address, etc, but they've always have been able to straighten it out...even when I had ordered a product twice...now if I could get agendus figured out with their code. don't answer that it's between me and agendus again not their fault...just a lousy typist...that's why I like graffit

[macktv]

I'm still a little iffy about your rights in the US but in the UK you'd just contact your credit card company and they'd handle everything for you, including taking the company to court.

[*Jive Turkey*]

Palmgear has placed a credit for the duplicate charges made due to our errors and we have apologized and asked that time be granted for the credits to appear. We pride ourselves on taking care of customers. I am preparing for a flame here but I'm always here to help. You can also email our software orders department at software-orders@palmgear.com for assistance. As for Importluva please let us know your order number and we can still get you resolved and thanks for the kind words pulpdoc

[LSAlford]

Jive Turkey: Two weeks. It's taken two weeks. And although Palmgear has sent me two e-mails claiming that all three credits have been posted, only one in fact has. It also took me numerous e-mails and phone calls to get this far.

As of today, I have still been charged three times for a single purchase.

I think "Jive Turkey* is a fitting name for a Pamgear rep. (Sorry, couldn't resist)

[*Jive Turkey*]

Originally posted by LSAlford
Jive Turkey: Two weeks. It's taken two weeks. And although Palmgear has sent me two e-mails claiming that all three credits have been posted, only one in fact has. It also took me numerous e-mails and phone calls to get this far.

As of today, I have still been charged three times for a single purchase.

I think "Jive Turkey* is a fitting name for a Pamgear rep. (Sorry, couldn't resist)

I am going to contact you privately regarding this purchase so we can get this all straightened out. And Jive Turkey....Indeed
FWIW This is my private login which I take time to try to help customers with if I can which usually comes around and bites me on the rear.. :D

[jims]

Check out this post for ANOTHER PalmGear screw up that I just had!!

http://www.cliesource.com/forums/showthread.php?s=&threadid=1927&perpage=15&pagenumber=1

[*Jive Turkey*]

I have contacted you privately on this issue.

[JiGG]

Maybe the Mod's should think about putting a "Purchases" forum or some type related to our experiences with buying software from various vendors and online stores.

Just my $.02

[sindu]

I don't have problem with palmgear.com at tall....I am sorry for the other guys that has problem. I was once double click the "buy" button and was confirm by palmgear that i had made two purchases. I had e-mail the situation to palmgear and the correct it right away and only one purchase show up in my credit card.

[LSAlford]

Originally posted by *Jive Turkey*
I have contacted you privately on this issue.

 

Sorry Jive Turkey, you must have the wrong e-mail address...or maybe you didn't try to contact me...or maybe you're not really with Palmgear.

Actually, the last guess is probably wrong.  I'm sure you are with Palmgear, because nobody that I've dealt with at Palmgear in the last two weeks has kept their promise or told me the truth about anything.

Stuart

[*Jive Turkey*]

Actually I called you yesterday on the Phone did I not? :(

[pulpdoc]

Originally posted by LSAlford


 

Sorry Jive Turkey, you must have the wrong e-mail address...or maybe you didn't try to contact me...or maybe you're not really with Palmgear.

Actually, the last guess is probably wrong.  I'm sure you are with Palmgear, because nobody that I've dealt with at Palmgear in the last two weeks has kept their promise or told me the truth about anything.

Stuart

Now you're starting to sound like you have an chip on your shoulder. Remember messages here are almost instanteous. Yesterday (2/17) Jive Turkey said Palmgear credited your account. You gotta chill. I returned an item to Best Buy on Saturday (2/15) yet the credit didn't show up until today, THREE days later. On the other hand, I purchased something at Radio Shaque and it posted to my credit card account within 30 minutes.

Let's think about this. How do credit card companies [and banks] make money. :confused: By holding onto your money for as long as they can. How do they do that...let's see. Could it be that they immediately debit your account, yet delay in posting credits. Sounds plausible to me.

And don't be like Fox TV and leave us in suspense. Let us know when you see the credit to your account Jive Turkey has told us he's done.

[*YellowRose*]

You know, I for one, appreciate *Jive Turkey* bothering to come here and interact with us at all.  Can't say anybody else has shown that iniative.  I feel the same way about developers that stop by. 

I mean, I KNOW they're all busy . . . but we ARE their business.

Thanks from me . . . *Jive Turkey* I appreciate you!

[LSAlford]

Originally posted by *Jive Turkey*
Actually I called you yesterday on the Phone did I not? :(

Oh, that was you? Yes, you did, but I did not know that the person who called me and "Jive Turkey" were the same - and you were returning my phone call.  Sorry about that most recent post, I have enough legitimate complaints about Palmgear without adding any that aren't justified.  And thank you for your efforts.

As for those who think that I have a "chip on my shoulder" or that I am impatient, please keep in mind that I have been told that these credits would take place not once or twice, but numerous times during the past two weeks. Originally, I was told that notwithstanding duplicate emails that only one charge had been posted.  Then, I was told that they had been posted and they never were.  Next, I was told that they had been posted and only one was.

For quite some time I was willing to give Palmgear the benefit of the doubt.  I did not even bring this to the Cliesource community until two weeks after all of this started.

I have made many, many online purchases, as I assume that many of you here have.  This includes hardware, software, clothes, books, toys, etc., as well as many PalmOS related purchases.  Although this transaction involved a modest sum, it was by far the most frustrating online purchase  I have ever made.  It was handled so badly from the very begining that I felt the need to warn members of the PalmOS community.

I suspect that Palmgear will eventually reimburse all of my money, and when they do I will let everyone here know about it.  But it doesn't change the fact that I had to jump through hoops to get it done and that doesn't include the fact that I faxed a copy of my bank statement to Palmgear more than a week ago which should have been more than enough to bring this matter to a close.  If it had I never would have brought this public.

I am truly sorry about how this has worked out.  There are some software products that seem to only be available at Palmgear, such as Icon manager.  While I am reluctant to "boycott" Palmgear, I am also very nervous about doing business with it in the future.

 

 

[jims]

It also appears that "jive turkey" is also the same person I had previously been corresponding with at PalmGear regarding my issue.  (Does only 1 person work there?)  ;)

I have also been assured that my refund will be credited within a day or two.

 

[sherylking]

I am another one who has never had a problem with PalmGear. I bought a Visor Deluxe from Handspring when they were first introduced, then upgraded to a Visor Prism, and now to a Clie. I've also upgraded my PC several times during this period. PalmGear has been very helpful to me in getting the serial numbers/registration codes or whatever in order to successfully migrate my purchased software along this upgrade path! They have been very helpful. And they have never over- or double-charded me.

[sherylking]

I mean never over- or double-charged me. Typo. Sorry it looked so strange.

[*Jive Turkey*]

Originally posted by jims
(Does only 1 person work there?)  ;)

I have also been assured that my refund will be credited within a day or two.

 

I am the same person you have been working with indeed! :p We do have more than one person (not many though). When a situation escalates beyond a certain point I like to handle it personally. Have a good one!

[LSAlford]

Well, another refund has posted to my bank account. Two down, one more to go. Palmgear only owes me one more refund and we will be square.

[LSAlford]

Well, the third and final credit has finally posted.
It took Palmgear almost three weeks.
During that time I had two problem free transactions with Handango.

I would like to thank *Jive turkey* who did seem genuinely interested in trying to work this out, but I don't think I''ll be doing business with Palmgear in the near future.