Thanks Engadget

Dear Peter, Ryan and Joshua:

Thank you for the very thoughtful post about Palm. I really appreciate the fact that you guys and others care enough to take the time to write such a comprehensive list of actions. I forwarded it to our entire executive staff and many others at Palm have read it. Although I can’t say I agree with every point, many are right on. We are attacking almost every challenge you noted, so stay tuned. Let’s remember that it is very early in the evolution of the smartphone and there is enormous opportunity for us to innovate. We have only just begun to fight!

Thank you for taking the time to write. I really do take your comments to heart and I know the team at Palm is totally committed to delivering the best mobile computing solutions in the world.

-Ed Colligan

Comments

[Bernie B]

Perhaps I'm in the minority, but I want a friggin PDA, not a Cell Phone. It's cool that Palm used to do both, but it kills me that when I see the Nokia N800 or the upcoming iRiver W10 that Palm had done nothing to create/innovate the newish category of internet tablet. The Foleo to me seems as nothing more than an updated version of Psion's Netbook.

I love the Palm desktop application (who doesn't really?), but trying to sync my PDA (formerly the E2) to the desktop and Yahoo was a royal pain and verry put-offish.

Also would like to state that once having owned a Palm III, then later buying a Palm E2 (to replace my beloved Psion Revo that had died) my first impression of looking at the E2 interface was "is this what they call innovation since the Palm III? Tack on Color, a better screen, and lame-o bluetooth? That's it?. Well sure there was a bit more, but the E2 was/is seriously lacking in "wow".

My next PDA-ish purchase is looking to be the iRiver W10 which hopefully lives up to its promos. I'd have liked to buy a Palm, but what have you done lately?
http://www.engadget.com/2007/07/05/irivers-w10-pmp-detailed-further-runs-windows-ce/

Funny thing, while I have no desire for a cellphone, I admit to some curiosity towards having VOIP options. I'm currently a Vonage subscriber (I like it so shush) and could appreciate the occasional convenience of a semi-portable phone.

Looking at the release of the recent iPhone, if you look around at various forums there are others like myself that were hoping for something like the iPhone-Lite. Basically the iPhone without the Cell portion and VoiP capability.

Sorry, done rambling. Thanks for listening. Good luck and hope you're still around years from now as a company that's re-learned how to innovate and excite the end-user.

[Victor]

Palm was fine 7 years ago. What you want from it if it has been left behind from all the others seems desperately? Right now HTC rules the world in coomunicators! I think no way Palm will catch up the leaders! I can bet!

[Felix Rieseberg]

Dito.

It's great to see an CEO care about both the customers AND his product - as long as your heart goes with the product, my feelings about Palm's future are all right.

Really, I wish you the best.

[Jonas]

I have a suggestion: Check out what Openmoko and Openhand is doing in the cell phone space. If you jump over to the Linux side, these are the guys you will want to play with. They represent a revolution much longer lasting than the iPhone ever can.

[Edward J.R. from msmobiles.com]

It is nice to hear that Palm is "attacking almost every challenge" in future, but what about current customers, for example owners of Treo 750 ?

Fans of Windows Mobile wold like hear also Palm's clear commitment to this operating system - because now with this whole talk about Linux some people are confused.

Please note also: Windows Mobile 6 offers support for 320x320, 480x480, 480x640 and 800x480 resolutions so sticking to 240x240 in Treo smartphones is not necessary...

[st]

Palm got edge on many front:
(1) PDA side, with many software for medical application should be utilized (integrated with medical large scale control software)
(2) large amont of educational software should be utilized for hi-school and university useage (storage device and phone combine)... The device might need to updated to be cool. Able to interface some vending machine to buy softdrink might be a good bet. (still use the periodic table and conversion on my pda)
(3) RIM device got better use for sales/marketing group because stand alone e-mail system (when blackout, blackberry are the few device still working for a while), and capable of integrated with database. Palm sould do better (don't have to be the same model as the hi-school group).
(4) Palm are well liked product. Just like Mac. It just need some "spice".
Good luck.

[James Cefiro]

This is very positive, Mr. Colligan. I am impressed with your frankness and initiative. Let's hope this continues to grow into a new and better Palm based Treo smartphone. I thought you guys have given up. There is nothing compared to a Palm. What is Windows or iPhone compared to Palm in term of OS functionality and user-friendliness. I believe Palm can do it again! A totally fresh new design would be nice...try HTC

[Khertan]

"We have only just begun to fight!"
It's a bit late no ?

[Dwayne Nelson]

I lost my Palm loyalty in 2003, when I had an extended email debate with Palm support over whether a stylus was an accessory or a part of the device (they didn't return the stylus of my m515 after a repair).

Still, I couldn't resist purchasing a Treo 650 when it was released, and now I'm using a Treo 680 (which I like even if it is just a prettier 650 with battery life issues).

Now that I'm indifferent about Palm's survival, I can watch the Foleo and numerous other Palm mis-steps without much concern.

I'll buy my next smart-phone from whomever offers something I like - whether its Palm, Apple, Google, or someone else.

[Chris C]

Palm used to have a unique and powerful market niche with executives and geeks alike. The geeks would wait in anticipation for Palm to release the next gen device so they could spend their money on an upgrade. Unfortunately nothing has come since the Treo 600/650. Most companies would take this market niche and run with it. I'm not alone to be able to proudly trace my Palm lineage. Unfortunately it has stopped with the 650 because Palm hasn't released anything since that is innovative. Every day you lose more hardware geeks and software programmers to the competition. I continue to remain loyal, but this fall I will be looking for my new phone. Whether it's a new Palm, or HTC/Apple/Motorola/etc is up to Palm.

[Antonio]

Wow, I was hoping that Ed read the Engadget open letter. and I was not expecting a response.
I have been a Palm Fan since my Vx, M505, M515, Zire 71, TX and Treo 680.
I really expect a 640*320 tre with wifi and a terrific OS. no more arnet please.

[Pete M.]

I have been Palm Loyal since 1999 and spent many of my $$ in software and hardware over the years. The first smartphone I purchased was the Samsung i300 and happily dropped $500 to "converge". After 3-1/2 years with that device, I upgraded to a Treo 650 and have been pondering my next phone in the coming months. I want another Palm based phone, but like many others, am feeling I have no choice but to go with an HTC/WinMo device next time around.
Indeed, time is running out on Palm. They need to innovate, wow and woo us like never before, or risk becoming a footnote in Smartphone history. Time will tell.

[Craig Wiseman]

One big point:
communicate.
communicate.
communicate.

At this point, Palm HAS to give us good info on what's coming.

In this blog context, it's fine, but going forward, just saying "trust us, cool stuff is coming." will not cut it.

Palm has lost enormous mindshare and has to >earn> it back.

As my english teacher used to say, "show, don't tell."

[Baalthazaar]

Ed,
Talk is cheap. It is what one does when one has trapped themselves in a corner. You are probably one mis-step away from losing the majority of loyal users that are increasingly frustrated with your perceived indifference towards us.

[Andre]

Dear Ed Colligen,

I'm proud of you for taking action and responding to that article. Please don't ever let your company fall asleep again. Go and find your cheese and unleash your linux phones.

[gook]

Dear Palm,
Your response is still vague to me. I have heard a lot of your "positive" talk but very few actions. My Treo 650 is disintegrating (with age) and waiting for your "breakthrough" device still seems distant (if u release new OS by 2008 by then 99% of your fans would have bought other phones and u should be surely dead by then). If you are gonna fight - show it - let us see something from u guys not just snail response and maybes.

[Carl W. Brooks]

The article is not without merit and some good points. Not all are valid either. I am tempted to respond, as I am sure Palm wanted too, to each point; however, due to time restraints neither of us did....

...If the next Treo (Palm OS or Windows) or your first Linux Smartphone does not have Wi-Fi, you may have to say goodbye to a lot more people. You will have to do this sooner than later; the technology permits this feature...

The Foleo is to the Laptop, what the Visorphone was to the cellular phone. Neither will remove the others from the space or market; but both change the way we use current devices and shape the expectations of future devices.

Read all of my comments via http://www.palmloyal.com/addons.php?name=News&file=article&sid=17976

[Ryan Germann]

I used to be loyal to palm: after 4 devices, my 5th had a defect... Palm offered 1 year warranty on ALL models until the Tungsten E came along... in the ultra-fine print was a 90 day warranty rider.

So, when the headphone jack started acting up almost immediately after purchase, I decided to not RUSH to get it fixed, as it wasn't the most important function for me.

About 6 months after purchase, I decided to get it fixed: THEN I was told that it wasn't under warranty any more.

I gently suggested that the customer support representative check my registration history: the Tungsten E was my FIFTH unit. I would hope that would count for something... a little leeway on Palm's part. Nope. I asked to speak to the manager of the department. HE WOULDN'T LET ME.

Ok, at that point, the damage was done. No more Palm devices, ever, not even if they were the best thing going.

Still, just for fun, I went to the Palm store in the "galleria" in San Francisco at 5th and Market, and engaged in a bit of info gathering about the various models, then asked about warranty coverage: he said "all devices are 1 year".

He was completely shocked when I told him "No, I think the Tungsten E is 90 days...".

It took about 3 minutes for us nagivating the palm site to find the page on the Palm Website (under the SUPPORT pages, NOT the presales pages!) that showed in a little table how the Tungsten E was only 90 day warranty, were every other device offered was 1 year warranty.

So, the staff didn't know it was only 90 day warranty, and the customer service rep was borderline hostile... the irony was that if I had been a NEW customer, rather than a LOYAL, REPEAT customer, I would not have EXPECTED a 1 year warranty... but then again, even the staff member at the shop thought it WAS a 1 year warranty... so they sure weren't informing purchasers of the warranty for the Tungsten E unit.

Suffice it to say that despite being tempted by Treo's over the years, my Tungsten E now sits idle in a drawer somewhere, disused. I don't buy software for it, I don't use the unit, I certainly won't be upgrading it.

[Jason Ho]

Dear nice people from Palm,

As a previous proud owner of a Palm IIIc and Palm Vx, I thought that I have managed to find and build a permanent relationship with Palm and my mobile experience.

Unfortunately, as mobile devices evolved, and moving along with it, I was extremely upset with what my Treo 650 has to offer and traded it for a Sony Ericsson a few months later.

My current phone? Windows Mobile 6...I am not particularly loving it and to tell you the truth, I think Windows mobile devices suck big time. But what other choices do I have? Very much like Engadget, I really miss what Palm was like back then.

You have already made a huge step in replying to Engadget..my hats off to you. Listen to what they said, turn your products around and I will be one of the many out there proudly returning to Palm. All the best, we are counting on you.

[Cassio]

Hi,

As a long time Palm fan (since Palm III), a quite long time user (since Palm Vx), and a big Engadget fan, I am really glad that you responded to their letter. I'm sure you won't agree with every single item on the letter, but everything they mentioned in the letter is also what I think. It really is time to listen to your users and fans, and leave the nice little fictionalised world that you guys talked yourselves into. Best of luck, and I geniunely hope that I would still be a pround palm fan in the future. (no I'm not pround at all now.)

[Dennis Wilkins]

It excites me that Ed/Palm would respond back to this post by Engadget. When I read Engadget's post they were right on and I do not believe that they were harsh on what they said.

Palm has so much potential but I think they keep on missing out on the consumer. If you guys have to hire better people for design or better engineers etc, you need to do that. I will gladly purchase a Palm if it suited my needs and tastes. Tastes do play a key factor in business and consumer purchases.

[Johny]

when i read that open letter to palm by engadget i was really anxious as to what will be Palm's reply (or if there ever will be) and boy was i surprised to read this and am very excited now to see what will come next. i have been a palm enthusiast since m100 and been holding off on buying a smartphone to replace my pda & celfone combination. hoping for a treo with a bigger screen and wifi and a whole lot more. i was decided that as soon as the iphone gets unlocked i would get one and now i have another reason to wait just a little bit more for palm. i hope i don't get disappointed again, cheers

[Erik]

It is good that he wrote back but it was very canned, very corporate. I am sure it was proofed by 45 handlers before it wen't out and I understand that is how it has to be "for the shareholders" et cetera - but still. Spice it up. Its a blog. Loosen the tie. Loosen the underpants too.

Also - it isn't actually that early in evolution of the smartphone. I'm on my 5th device now...

[J.T.]

I can only hope that this response comes from the heart, and with truth backing it up. As a 650 owner since the week it was introduced (and a Handspring Visor and Palm IIIc owner before that), I've had a Palm variation for eight years now. I've kept my 650 for two and a half years, because the 680 seemed like a stopgap improvement; and I've yet to see anything from Palm that even begins to measure up to what Samsung, Apple and HTC are putting out on the market.

I want to love Palm. Honestly I do. There are so many things that my Treo does that devices like the iPhone simply can't do -- categorize my notes, for example, or give me great calendar access and search functions. I've used my Treo as a daily personal journal during 3-month-long treks across Europe; as a notepad during countless business meetings; and as the cornerstone of my professional life for keeping my schedule and to-do's together.

But at long last, I'm about three months from finally jumping ship. Even with my intense dislike of the Windows Mobile platform, I'm considering the next iteration of the Samsung Blackjack. Its form-factor and camera alone are almost enough to woo me, and that means the Treo line is in a sorry state indeed!

Please, Palm, let me know that your new Apple employee acquisitions have made a difference and that genuine innovation is returning to the fold. I need to be inspired again by the aging Palm hardware and software platforms, and I'm almost out of hope.

[Scott]

I've been a treo user since the 600, but I'm ready to jump ship. Comparing my 700p to the iphone is like comparing a clunky old CRT monitor to a flat screen. I’m willing to hold on a bit longer to see what palm’s gonna come out with, and I hope you guys really did take that engadget article to heart. Please start communicating where the treo is going - immediately!