The iPaq h6313 is no longer available for sale due to many reasons. T-Mobile sent out an internal FAQ last week to its sales channels to pull the unit due to numerous software issues. I just got the internal email sent to my inbox; there is a number of interesting info that pertains to all customers who purchased the iPaq 6315!

Call T-Mobile and check to see if you qualify for the exchange of the iPaq 6315! T-Mobile is not proactively contacting you to inform you of this. If you qualify for an exchange of this device, you will get to pick from one of the following options:

• Refurbished HP iPAQ replacement 
• RIM 7100t + Courtesy Credit 
• RIM 7730 + Courtesy Credit 
• Treo 600 + Courtesy Credit

HP iPAQ FAQs (SALES)

Q1: Why was the HP iPAQ pulled from our line of products?

A: We are working with the vendor (Hewlett Packard) to explore possible software
upgrades that may provide an improved customer experience. Until we know whether
these software changes will enhance the experience, we are temporarily suspending
sales.

Q2: What should I tell customers who inquire about the HP iPAQ device?

A. Please tell customers that the “HP iPAQ is currently unavailable but we hope to
have this device back in stores quickly and if you’d like we can take your name and
number down and call you when it’s available.”

Q3: What should I tell customers who inquire about a handset exchange for the HP
iPAQ device?

A. Beginning March 21, T-Mobile will offer HP iPAQ customers an additional
exchange option. Qualified customers can either: 1) get a refurbished iPAQ or 2)
select from one of three new alternate devices. Customer Care will need to conduct
the exchange so please refer customers who inquire about an HP iPAQ exchange to
Customer Care.

Q4: What are the alternate options through the exchange program?

A. If the customer qualifies for an exchange of this device, they will be offered
one of the following options:

• Refurbished HP iPAQ replacement 
• RIM 7100t + Courtesy Credit 
• RIM 7730 + Courtesy Credit 
• Treo 600 + Courtesy Credit

Note: The refurbished HP iPAQ will not ship out to customers until the new software
is released.

Q5: Why are we offering alternate exchange options for the HP iPAQ Pocket PC?
A: In our continuing efforts to become America’s most highly regarded service
company, we are giving our customers another option until the new software is
released.

Q6: When will the product and software improvements launch?
A: We are exploring possible product and software improvements that should improve
the customer’s experience with the product. We are planning to release the new
software within the next 30 days. We plan to notify customers once the software
upgrade is complete.

Q7: Is the iPAQ available in the Upgrade Programs?
A: Not currently. It was temporarily suspended from the Upgrade Program on March 17.

Q8: Will we retire or grandfather the “Minutes, Mail, and More” (aka iPAQ) rate plans?
A: No. The availability of these rate plans has not changed.

Q9: Will customers need to switch to different rate plans and features if they
choose an alternate exchange option?
A: In some cases. Customer Care will evaluate the customer’s needs and pick the rate
plan that best suits them.

Q10: Will T-Mobile release another Windows-based device in 2005?
A: T-Mobile is committed to offering windows-based devices. More information will be
coming soon.

Q11: Will Hewlett Packard continue to be available for Tier 3 support?
A: Yes.

Q12: Are we proactively contacting customers about the alternate exchange options
for the iPAQ?
A: Not at this time. The alternate exchange option is currently only available to
customers who call and meet the criteria for an exchange of their HP iPAQ Pocket PC.
T-Mobile customers who own an iPAQ should continue to use their device as normal.

Q13: Will this alternate exchange option be offered for other devices?
A: No. This offer is designed for iPAQ customers only.

Q14: Are customers who are exchanging their device due to physical damage or
out-of-warranty problems eligible?
A: Yes, but they will be charged the standard $70 out-of-warranty fee.

Q15: Are employees and special accounts eligible?
A: Yes, but with some exceptions. For example, these customers are eligible for the
alternate exchange options, but they must submit their request for Goodwill Credits
to Employee Accounts.

Q16: Can Retail Service Representatives (RSRs) apply the Goodwill credits at the
store?

A: No. All exchanges of the HP iPAQ device should be referred to Customer Care as
only Customer Care representatives can issue any credits for eligible customers who
choose an alternate exchange option. Customer Care will be prepared to help their
partners in Sales with these requests.

[Thanks, John!]