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Saturday
Jul112009

How bad is your Palm Pre 'twisting'?

We've heard of numerous reports of Palm Pres twisting and gaps appearing in between the screen and keyboard. But I think the photo above is the worst I've seen yet. May even be disturbing to some readers.

I'll just let Royer tell the story:

This was my second pre. I noticed that when I would close it, there was a clicking sound of some sort. Then today I was texting in silence and went to close the pre when it got stuck. I forced it shut and it sounded like I crunched something and instead itpoppedopen. I don't exactly know how to explain it. It was just holding on to a metal wire and some bendable circuits. I somehow was able to snap it back together but not in the same condition as before. I quickly found a Sprint store. They at first were trying to see if somehow it was my fault and trying to get me to pay 100 dollars for the insurance to replace it, the look on my face gave me away that I was not having any of that. They referred me to a repair center which was 5 miles away.

I get there and its a pretty awesome store. It almost felt like an Apple store, very clean and friendly associates, no geeky nerds walking around asking you if you need help, very professional! They associate took a look at my phone. Went to the window for them to look at it for repair. I overheard that they are not allowed to work on the pre and are toimmediately exchange it for the customer. They did it, right there and then! That was it took about 30 minutes and he even gave me the other battery!

I just hope this pre lasts longer! "

[Thanks, Royer]

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Reader Comments (28)

OH, GOD! Make it STOP!

July 11, 2009 | Unregistered CommenterTofer

interesting. When I took my pre to a repair center when it was stuck in headphone mode, they took it apart and fixed it (though the speaker didn't sound as good) then tried to claim that it was water dmg. It hadn't been near water at all.

July 11, 2009 | Unregistered CommenterDarmetheon

this is very disturbing because I have a palm pre and I can wobble it I hope this doesn't happen to mines.

July 11, 2009 | Unregistered CommenterJ.P.

It looks like watching Joe Thiesman breaking his leg in the football game on Natinal TV...IN SLOW MOTION....Make it stop Please!

July 11, 2009 | Unregistered Commenterbullet317

All I have to say is, Palm better be on top of this and not piss off customers for defects in hardware...they'll lose out in the future badly. I have a Palm Pre and so far it has been fine, it wobbles a bit when closed but still sturdy. I pay extra for that insurance thing knowing accidents do happen, whether be in water from rain or little such things...it better be fixed or replaced if something does happen to mine, else I'm jumping over to a Blackberry device or something...would like the iPhone, just not AT&T, damn exclusivity, we do not in a free market!!!! It is collusion and monopolies!!!

July 11, 2009 | Unregistered Commenterkrazywane

My first one had a large gap on the left and top and it twisted about 1.5 mm. I took it to Sprint within the 1st 30 days and was told it was supposed to have that gap so it would slide. I decided to live with it. The next day the earpiece stopped working. I could not hear phone calls. I went to a Sprint repair center and was given a new one that does not have a gap and does not twist. It does have the dead pixel issue in the bottom left corner. It looks like yellow on certain screens. Not as big a deal as the gap and twisting. I'll keep this one.

July 11, 2009 | Unregistered CommenterJward1

I've had that headphone mode problem too. I didn't take it to the store though. I just kept jamming the headphone in and out until it when off. It hasn't done it again since. Call quality sucks and the wobbling is starting to get worse. This might have been a poor choice. keeping my fingers crossed

July 11, 2009 | Unregistered CommenterJustin

Regarding water damage I learned years ago from a phone I had with At&t being out in the rain sweaty palms leaving your phone in the bathroom while you take a steamy shower is enough moisture to jack a phone up. Personally I think this is probably a pic from some fool that twisted the phone on purpose. I've dropped mine 3 times and suffered no damage. & those anal people complaining that they looked under a microscope and noticed a slight gap get a life! Mind you folks every company be it cellphone, car, stroller, computer every so often puts out a few pieces of defective merchandise so if you are one of those 1 out of a million to get one exchange it and move on.

July 11, 2009 | Unregistered CommenterLovemypre

I thought this would make a good feature of the pre to allow typing while viewing is sideways. Any chance they left this capability as part of the design for future versions of the pre?

July 11, 2009 | Unregistered Commenterpeterhead

wow. so he's got 2 batteries now? Sounds like a good idea to get 2 batteries... one for extra charging.

July 11, 2009 | Unregistered Commenterza7ch84

I was planning to get the Pre as soon as it gets to Europe... but reading all this makes me hesitate a lot!!!
Maybe I should wait for the Sony Ericsson Rachael to be released...

July 11, 2009 | Unregistered CommenterNebo Gipfel

Let's hope Palm's using Sprint as a proving ground so they can take care of all of these body issues by the time they start shipping it to Verizon. :g:

July 11, 2009 | Unregistered CommenterJake

Can you say landscape keyboard? :)

July 11, 2009 | Unregistered CommenterTheInvsbleMan

holy crap that looks seriously messed up man.... :(

i only have mine a week and there is a very very small wobble.....

July 11, 2009 | Unregistered CommenterPreerP

My Pre twists about 2mm, but it's done that since the day I got it and doesn't seem to be getting any worse.

July 12, 2009 | Unregistered Commentermruseless

LOL, a little more and you won't need a landscape keybord!!!

July 12, 2009 | Unregistered CommenterThe Juan Juice

I've had 0 twisting at all, not even minor/wobble. I also have a rocketfish hardcase on it, which makes it feel much, much more solid.

July 12, 2009 | Unregistered Commenterwagedomain

Slight wobble. No big deal. I'm not sweating the small stuff. It's a brand new device, and, what, 0.5% - 1% may have minor issues? I'm with Lovemypre and his post. People should not be measuring gaps to the final mm. Maybe they should just use the device. (It's not a museum piece. It's a piece of hardware.) ;-)

July 12, 2009 | Unregistered Commenterblessedkdg

The funny thing is, doesn't this sorta look like the device we were seeing a few months before the Pre announcement that was allegedly the next Palm handset? My recollection was that the display deliberately rotated 90 degrees on that one.

July 13, 2009 | Unregistered CommenterHarold

I had the same problem and more. The screen wobble problem, but not as severe as I have seen on other Pre phones. I also have hairline cracks under the glass that show the backlight when in dim lighting. The cracks are at the left side of the gesture area and the top corners of the screen. Good thing you had the repair shop that was so helpful!

When I called Palm to describe the problem they suggested that I go back to the store I purchased my Pre from and exchange for a new Pre within the 30 day period. The problem with that is no store I could find had any available phones! The Palm rep then offered me the option to place an RMA with Palm and they would charge my card $300 as a refundable security deposit while they send me a "like phone" in exchange for mine. When I asked if "like phone" meant used, they WOULD NOT give me a straight answer. I clearly asked, "Does like phone mean used phone? My phone is only 10 days old." Palm's response, "You will receive a like phone." Not a "yes" or "no." Unbelievable! This is absolutely ridiculous. I purchased this phone brand new. I should receive a brand new phone in place of it. If you bought a car and it was a lemon, would you get a used car as a replacement?

Meanwhile, I still have not been able to return my phone because of the store's availability and now my 30 day return period has passed. This is a serious problem on Palm's behalf and I plan on filing a complaint with the Better Business Bureau.

I do encourage Palm to do the right thing and provide brand new replacements to people who have experienced problems. The last thing they need is for these issues to circulate around the net and discourage other from buying a Pre. They have a great product, but something like this could devastate sales.

July 15, 2009 | Unregistered CommenterLee

3 large cracks on the screen from the button to the top appeared on the last day on my 30 day trial.
The touch screen stopped working.
The sprint store refused to take it back, or cancel my contract saying that the original phone had to be in perfect condition!. The most Sprint would do for me is get my insurance to replace my phone and tell me to sell the phone on ebay saying I should get a good price for it.

If someone knows how they got Sprint to replace the phone for them let me know by posting here

July 23, 2009 | Unregistered CommenterVic Peters

I have a Pre and so does my wife. We noticed a few days after the purchase with normal use that there appears to be a wobbling between both pieces. Doesn't feel as secure as the day we got it.

July 23, 2009 | Unregistered CommenterDan

This is crazy! No one should buy the Pre!

Stef
12 year old blogger @
LaptopMemo

July 23, 2009 | Unregistered CommenterStef

Not saying this in a bad way because I know the iPhone has it's faults.....but when something wrong is next found on the iPhone can people now please stop saying how crappy apple is? Hardware defects can be found anywhere. Nothing in electronics is perfect.

July 23, 2009 | Unregistered Commenterwsidewarrior07

It's not a bug, it's a feature making one-handed operation easier

http://www.phixxit.com/issue/50/palm-pre-very-hard-to-operate-while-driving

July 23, 2009 | Unregistered Commenterbob

When I got my first Pre everything was perfect -- except for me dropping it and having to get a replacement. I got a second one and the screen was a bit shaky. I had a T screwdriver and I tighten the six screws under the battery cover and I haven't had a problem since and feels great in the hand. I think because they're being produced so fast they haven't had time to put in better quality work.

July 23, 2009 | Unregistered CommenterNimbussunshine

from what i can tell this seems to be a quality issue with palms manufacture and quality control at the supplier level. The cracks SHOULD NOT occur and are most likely an edge quality issue on the lense...bad quality stemming from bad parts...maybe bad design )glass should have chamfer to prevent this). The slide mechanism seems to have issues, probably out of spec...not enough control in the assembly or subassembly level, again, not the fault of the user, its Palm or its assembly plants....they should hold them accountable. The gaps, there again, are a design issue...gaps are designed into the phone as a means to assure proper assembly more often than naught...there are always some defects or parts way out of spec...In either case, quality control should be in place to catch all of the aforementioned issues above, BEFORE, they leave the factory...they should never get to the consumers hands....I know some will, but it seems this is more of an issue than just a few bad units.....dont live with that sort of garbage, if any of the above issues occur, return the phone, it is a legitimate mechanical failure...(30 days or not)

July 23, 2009 | Unregistered CommenterME magic

Palm and Handspring have always built cheesy hardware. My Visor, Treo 180, and Treo 600 all creaked and cracked. Just one of the many reasons why I now hate Palm, after having used their products for 8 years.

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