Palm

What is a "Palm on call Pack"?

A Palm on call Pack consists of a contact telephone number and a access code number that allows direct contact to our technical support experts via the telephone.
Each time a Palm on call pack is used is referred to as an "instance"
Without the unique access code, direct telephone contact with the support agents is not possible.

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How does the Palm on call Pack work?

When a customer initially registers a product or buys an additional Palm on call Pack they will be provided with a Palm technical support telephone number and access code that allows direct contact with voice based support. When calling you will be prompted to enter the access code number when you connect to the technical support telephone number. Note, you will need a touch tone telephone to use this.

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I don't have a touch tone telephone, how can I speak to technical support experts?

The access code only works if you are using a touch tone telephone. If you do not have a touch tone telephone please use Palm's alternative, free of charge, technical support services by either visiting our web site http://www.palm.com/uk or by writing to us at:

By fax:
Europe, Middle East, Africa +31 20 654 5388
Austria 01 36027 71461
Germany 069 9530 7382
Italy 02 7541 9555
Spain 091 375 3354
Switzerland 022 827 8746
Switzerland 0848 100 205

Palm Technical Support
Postfach 42 01 41
12061 Berlin
Germany

For Spain only:

Palm Technical Support</B>
c/o Stream
Newton, 7 - Pg. A Grela
15008 A Coruña
Spain

Please do not return any product to this address as it cannot be accepted.
Should a product return be required following contact with Palm, an authorisation number and return address details will be provided.

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How do I receive my Palm on call Pack?

Palm on call Pack access codes will be either:

E-mailed (or surface mail as appropriate) when you register your Palm device with us.
Displayed on your screen when you place an order via the Internet (www.palmdirect.com) and also e-mailed to you providing you give Palm a valid e-mail address. Alternatively Palm can mail (surface post) the details to you in case you either a) do not have a valid e-mail address or b) have purchased a Palm on call pack by writing to us.

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What is covered by a Palm on call Pack Instance?

Both initial free "up and running" and chargeable voice support will be provided on the basis of resolving the problem (or instance) for which the customer is calling - if this requires multiple calls then these will be included in that instance. Whilst every effort is made to resolve issues promptly and completely, the support is provided on a "best endeavor" basis as is currently the case.

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Why do I need an Access Code to get technical support?

Palm have made available a number of additional, free technical support options via the Internet on our support page http://www.palm.com/europe/en/support/. To enable us to continue to offer great products at exceptional value Palm is limiting voice based technical support to providing only free of charge "up and running" support to customers who register their Palm device with us and then, if further more complex configuration support is needed via the telephone, this will be available by purchasing a Palm on call Pack. The access code allows direct contact with our technical support experts via the telephone.

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How do I register my product to obtain my free technical support Palm on call pack?

To register your product with Palm please use one of the following options:

Register electronically when you install your Palm Desktop software (Windows only).
Online
Post in the registration card in the "Easy ways to register" booklet.

Note, the free "up and running" technical support offer is limited to Palm's M100, M500 & Tungsten T series of products and Bluetooth SD cards.

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Does this technical support policy change apply to all of Palm's customers?

Palm has implemented similar policy changes world-wide. Whilst there are slight variations in each of the major geographic markets the European policy is consistent throughout Europe, the Middle East and Africa.

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How much does a Palm on call Pack cost?

Please refer to the table below for web selling prices.



Service	By Phone				Tax	Web				Web	Was
Pack	€	£	CHF	$		€	£	CHF	$	Discount	€

FX	1	0,69	1,56	1,25

SP1	€14,99	£10,34	SFr.23,38	$18,74	21%	€14,24	£9,83	SFr.22,22	$17,80	5%	€19,99
	€12,39	£8,55	SFr.19,33	$15,49	ex tax	€11,77	£8,12	SFr.18,36	$14,71		€16,52

SP2	€29,98	£20,69	SFr.46,77	$37,48	21%	€28,48	£19,65	SFr.44,43	$35,60	5%	€37,99
	€24,78	£17,10	SFr.38,65	$30,97	ex tax	€23,54	£16,24	SFr.36,72	$29,42		€31,40

SP3	€44,97	£31,03	SFr.70,15	$56,21	21%	€42,72	£29,48	SFr.66,65	$53,40	5%	€55,99
	€37,17	£25,64	SFr.57,98	$46,46	ex tax	€35,31	£24,36	SFr.55,08	$44,13		€47,10

Non EU countries VAT is 0%

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Can I purchase more than one Palm on call Pack at a time?

A range of instance quantities will be available.

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What method of payment do you accept?

Payment will be by credit card only (Visa and Mastercard).

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How can I track the numbers of Palm on call Pack instances I have left?

Palm will endeavour to remind the customer when the Palm on call Pack instances they have purchased are running down with a view to allowing a further purchase in a timely manner.

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Who ensures the security of my access code?

Your access code number is either quoted to you over the telephone (for telephone based sales) or delivered via e-mail for web based sales or surface mail for postal sales.

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What if the outcome of the technical support is a diagnosis that the hardware is faulty and should be repaired under warranty?

If a warranty repair is authorised, the support agent will credit that specific Palm on call pack instance to the customers account.

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What free customer services options will remain available?
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Free "up and running" technical advice via telephone to customers who register their Palm product with us (this offer is limited to Palm's current and most recent previous product ranges). In return for registration customers will be issued with a unique access code that will allow entry to technical support agents via the published telephone numbers (this service is limited to the resolution of one case per customer and the access code will be valid for sixty (60) days from issue. Registration options will include e-registration, the internet, surface mail or telephone.

Free 24 x 7 access to the new Palm EMEA knowledge library which is available in English, French, Italian, German and Spanish via Palm's European web site: www.palm.com/europe/en/support

Free of charge email support using a structured entry method via Palm's web site

Free of charge Fax support

Free of charge mail-in support

What products are covered by the Palm on call Pack?

All Palm branded products are covered. Software that is Palm branded and sold with the product is also supported.
Free Palm on call Packs issued upon registration are restricted to Palm's current and most recent previous product ranges.
Support of third party software and hardware is not provided (please refer to the suppliers of such products directly)

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What languages are technical support available in?

English, French, German, Italian and Spanish.

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Do Palm on call Packs have a limited life?

Los Palm on call Packs issued free of charge to customers who register their product will be valid for a period of 60 days from date of issue and will expire 2 business days after first activation or use.
Palm on call Packs that are purchased will be valid for 1 year from the time of purchase.

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Why are the free Palm on call Packs only valid for 60 days?

Access to free voice technical support is designed to assist Palm customers who need help in getting the products "up and running". In our experience the majority of our customers start using their products almost immediately after purchase.
Ongoing free support options are available via the internet at www.palm.com/europe/en/support

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What happens if I loose my Palm on call Pack access code, can you issue a replacement?

The safety and security of your Palm on call Pack access code is your responsibility. However, in certain circumstances we may be able to issue replacements after validating your original entitlement to the code and that it has not already been used. Should you need to request a replacement please contact us by either e-mailing customer service via

Palm Technical Support

Or writing to us at:

Palm Technical Support
Postfach 42 01 41
12061 Berlin
Germany

For Spain only:

Palm Technical Support
c/o Stream
Newton, 7 - Pg. A Grela
15008 A Coruña
Spain

Please do not return any product to this address as it cannot be accepted.
Should a product return be required following contact with Palm, an authorisation number and return address details will be provided..

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Can I return un-used Palm on call Packs for credit after the expiry dates?

Palm on call Packs that are not used within one year of purchase expire and cannot be refunded.

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What if I am not satisfied with the support received via free or chargeable means?

Palm Palm will provide a separate customer service email address to which to address any concerns or complaints about the service offered.
Each case will be reviewed on its individual merits.

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I have not yet got my product working since I bought it, why should I pay for support to do this?

I have not yet got my product working since I bought it, why should I pay for support to do this? The most common problems experienced with setting up and using the product for the first time will be documented on Palm's web site and customers are invited to review this information along with the in-box materials as the first point of support.
Customers can also elect to register their product with Palm and receive a free Palm on call pack which contains access code for direct contact with telephone based "up and running" support provided from our technical team.
In addition free written support (email, letter or fax) is available from Palm.
If the product has a hardware fault when purchased it should be returned to the reseller for replacement with a new, factory sealed product.

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What happens if my Palm develops a fault during the warranty period?

Product developing hardware faults which are covered by warranty will continue to be repaired free of charge with repair orders created by Palm following fault diagnosis.

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Shouldn't technical support within the warranty period continue to be free of charge?

Palm will continue to fully meet its product warranty commitments as documented in the in-box materials and required by local consumer legislation in various countries. This extends to free repair, replacement or refund of faulty product under warranty but does not include technical support services for product operating in accordance with Palm specifications.

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Palm, Palm OS, Treo and Centro are among the trademarks or registered trademarks owned or licensed to Palm, Inc., a subsidiary of Hewlett-Packard Company. All other brand and product names are or may be trademarks of, and are used to identify products or services of, their respective owners.