From a recent support notice:

Handspring has discovered a defect in a component of the backlight assembly in some of its Treo 90 and Treo 270 products, which can render the backlight inoperable. Most of our Treo 90 and Treo 270 products will not experience this problem. The backlight failure does not in any way affect or cause loss of the user's data. It is impossible for a user to determine whether a particular unit will fail, but in general, units that operate for longer than six weeks without backlight failure are unlikely to fail in the future.

Handspring is currently screening all units in its inventory for the defective component, and is building new product with new, verified components. As a cautionary measure, the company is currently not shipping orders of Treo 90 and Treo 270 until the screening process is completed. Shipments should resume within the next two to three weeks.

Total customer satisfaction is the number one priority at Handspring and all Treo 90s and Treo 270s carry an express one year warranty. If your backlight should fail, simply HotSync your Treo to back up the data, and contact Handspring at 877-426-3777 (outside the U.S., go to www.handspring.com/international for local support numbers). Handspring will honor its warranty by sending you an advance replacement unit, free of charge and with expedited shipping. When you receive your replacement Treo, you'll be asked to pack the defective unit in the packaging we provide you - again, completely free of charge. We are committed to your satisfaction, and we regret any inconvenience this issue may have caused.

Q. What exactly is the problem with the Treo screens?

A. We are finding that over time, the backlight in some of our Treo 90 and Treo 270 products are failing, making the screen unreadable. Most Treo 90 and Treo 270 products are not affected by this problem. Those that are affected will continue to function and data will not be lost, but the screen will appear dark. Customers who experience this problem should HotSync after this occurs to back up their data, and call 877-426-3777 to receive an advance replacement unit at no cost. Outside the U.S., go here for local support numbers.

Q. What is the faulty component, and who is the supplier?

A. The component is a part of our display assembly that provides the backlight that illuminates the screen. We do not comment on specific suppliers.

Q. Is there a way for me to tell whether or not my unit has the faulty component?
A. No. The problem is something that occurs over a prolonged period of use.

Q. Which devices are affected by this, and how many?
A. The Treo 90 and the Treo 270 are the only products affected by this and most of these products will not experience this problem. From what we can see today, we believe that a device that contains the faulty component will fail within the first six weeks of use.

Q. Will Treo 300 have this defective component?
A. No. We caught the problem before we started production of Treo 300. All Treo 300 products will have a newer version of the backlight assembly that does not exhibit these failures.

Q. What should customers do who have a defective product? What is Handspring's return/repair policy?
Total customer satisfaction is the number one priority at Handspring and all Treo 90s and Treo 270s carry an express one year warranty. We are offering our advance replacement program free of charge to address this issue. If your backlight should fail, simply HotSync your Treo to back up the data, and contact Handspring at 877-426-3777. Handspring will honor its warranty by sending you an advance replacement unit, free of charge and with expedited shipping. When you receive your replacement Treo, you'll be asked to pack the defective unit in the packaging we provide you, again, completely free of charge. We are committed to your satisfaction, and we regret any inconvenience this issue may have caused. Outside the U.S., go here for local support numbers.

Q. How long will my advance replacement unit take to arrive?
A. Handspring is offering our advance replacement program for free to address this issue. However, we expect to have an initial backlog, and therefore it might take up to two weeks for the replacement units to arrive. We will replace units on a first-in/first-out basis.

Q. How long will this free advance replacement program be in effect?
Until the company feels it has sufficiently addressed the issue and transitioned out of defective units in the field. In all cases, Handspring will honor its one year warranty for these products. After the advance replacement program is completed we will always consider giving a customer a free advance replacement unit on a case-by-case basis.

Q. How is Handspring fixing this problem?
A. We are no longer building products with the faulty component, and we are screening all existing products in our inventory.

Q. Should I hold off on buying a Treo until this issue has been resolved?
A. No. Handspring products are warranted for one year from date of purchase, and most of our Treo 90 and Treo 270 products are not affected by this issue.

Q. When will Handspring begin production again?
A. We have begun production of new units and expect to begin shipping these units in the next two to three weeks.

Q. If I ordered a color Treo from Handspring.com before today, when should I expect it to arrive?
A. Orders placed at Handspring.com prior to July 22, 2002, should arrive with normal delivery. The greatest likelihood is that this product does not contain the faulty component, and you should not return this product. If you find it to be defective over time, simply call 877-426-3777 to arrange for an advance replacement free of charge. Orders placed on or after July 22, 2002, should ship within two weeks. Outside the U.S., go here for local support numbers.

Q. What if I ordered today and paid extra for express shipping?
A. Handspring will automatically credit you the express shipping charge at the time your unit is shipped. We apologize for any convenience this might have caused.

Q. If I bought my color Treo at a retail store and it is defective, what should I do?
A. Regardless of where you purchased the product, if you find it to have a defective backlight, call 877-426-3777 for a free advance replacement unit. Outside the U.S., go here for local support numbers.

Q. Does this issue affect the Treo 180?
A. No. The issue, and the free advance replacement policy, apply only to the Treo 90 and Treo 270.

Q. I already have a Treo 90/Treo 270, should I return it?
A. No. The greatest likelihood is that this product does not contain the faulty component, and you should not return this product. If you find it to be defective over time, simply call 877-426-3777 to arrange for an advance replacement free of charge. Outside the U.S., go here for local support numbers.

Thanks to mhanson14 for link.

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