Palm M50x Suddenly USB Doesnt Sync Anymore
Attention Palm M500 Series users! Does this sound familiar?
After scores of successful syncs between M505 and PC (Win/Me) I am suddenly unable to establish a connection using the cradle (USB). USB port is OK and PDA seems to work fine otherwise. Any way to check if cradle is bad or if PDA itself is the problem? Pete
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My m500 has been syncing perfectly at the office on Win2K and USB, and also at home on Win98 and USB. After syncing on Wednesday morning perfectly, Thursday morning the m500 could not make a connection. Tried everything short of uninstall. Took the cradle home to other computer with the same result. So, it is either the Palm or the cradle, unless the Palm created a registry problem on two machines simultaneously with different OS, even though the home machine last synced 48 hours prior to the office machine, which synced several times on Tuesday and then Wednesday. If anyone has figured out a solution, please share. There are many people raising the same issue on public newsgroups. Mike
The Palm and USB forum boards are replete with complaints from frustrated Palm M50x owners regarding the issue dubbed SUDS (Sudden USB Death Syndrome) by John R. Haggis aka Inspector Gadget.
Okay, so theres a problem. So what? The user calls Palm on the phone and Palm takes care of it. Right?
Well, NOT exactly.
According to several Palm M50x users, Palm 1st level tech support staffers like to pretend that this problem is simply user error. Customers have been instructed to purchase and use a serial sync (a whole lot slower than USB, never mind the expense), hard reset, uninstall, reinstall, drain the battery, change computers and/or perform some other you probably did something wrong" fix. I really dislike these technical support feints and dodges that are designed to frustrate even the most technically savvy user. Palm Support knows full well, that the problem is very likely the now notorious Suddenly USB Not Syncing syndrome.
Its plain as the nose on your face that a lot more than just a couple of Palm M50xs have succumbed to SUDS and that poses a few interesting questions.
Why no general recall?
Why the mental masturbation from tech support?
Why isnt the topic addressed on the Palm Support Web Site?
Why are they still selling them?
I checked the Palm Support Web Site to see if there was a documented fix, work-around or directions for users that are experiencing SUDS. Although, a software update for syncing the M500 Series Only, is readily found, NO mention of the SUDS issue is anywhere in sight. I checked the Knowledge base, used the Knowledge Finder and explored the Top Solutions, nary a word, nada, zip, squat, nothing mentioned.
In all fairness, Palm is making good on some of these devices. If you scream long enough and loud enough or if you are versed on this issue, Palm has been replacing the defective units with an enhanced version of the Palm M50x.
Unfortunately, some of these "enhanced" replacement units are as defective as the units they trade out for:
Palm is sending me my *fourth* M505, due to the USB Hot Sync problem. The rep said it will be a new unit (not refurbished) and the "enhanced" model, whatever that means. Denali
Wait, it gets better. In most situations the SUDS issue doesnt manifest itself until after the device is out of warranty.
Palm Support Policy (from the Palm Support Web Site)
In the U.S., Palm offers 90 days of "complimentary" telephone technical support from the date of purchase on all Palm products. After 90 days, telephone technical support is available for $25 per incident. If youve owned your Palm for more than 90 days, not untypical for those who are suffering from SUDS, the recourse is to pay Palm $25.00 to discuss the problem. After trying several other exercises in frustration they may offer to replace the unit and waive the fee.
Im sure the $25.00 fee has fended off many a phone call for help.
According to the posts Ive read, there is a long backlog of customers waiting for replacement M50xs. Two to three weeks is the reported typical delay.
Curiously, Palm is offering a Special Valentines Day Bundle on their web site. You guessed it, a brand new Palm M505 Limited Edition at a discount price.
Funny how the units are available for immediate sale but, there's a queue three weeks long for those who own defective ones.
There are rumors that a class action suit regarding the Palm M50x and SUDS has been initiated in California. I received no response from this posted link for the attorney supposedly in charge of that lawsuit fjamesdonnelly@qwest.net. a search at Class Action America produced no results
I also wrote to Palm Sales on Monday, February 11, 2002, requesting information, comment and clarification regarding the SUDS issue. At the time of this writing I have received no answer.
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