I called Palm directly to buy a Treo 680 which had a "music pack" with it at the time. I placed my order, Treo 680 arrived, no music pack. I called Palm, they said they'd fix it asap. Nothing happened. I called back, was promised they'd fix it asap. Nothing happened.
I called again and was transferred to a manager who now said I was ineligible. I explained salesman and 2 reps had said I would get it, and if nothing else, they should keep their word. He said offer was over, they didn't have any left. Again I pressed them to simply keep their word. He said he'd get back to me. He didn't. I called again. He promised to get back to me again. He didn't.
I called again and a different manager came on who said the first manager never existed and that my ref/case# never existed. I went ape$#it and began posting on TreoCentral, DIGG, everywhere I could.
Apparently, some people online saw it and called Palm to ask about it, including a reporter from somewhere.
Original manager, suddenly re-existing, called me back the next day and send my music pack (which also suddenly was back in stock). He also asked me to post about the issue being resolved. Ahem.
I received my music pack a couple of days later, after weeks and weeks of delays and a lot of wasted time and good faith.
Still boggles my brain that a company could act like that in the internet age.
(Now if I could just learn Duvi's secrets!)
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