Palm's site is like a charming but fair-weathered friend—great until you need help.

IN A NUTSHELL

From the company that makes products nearly synonymous with mobile devices, the Palm site looks nice at first glance but is a mishmash of styles—some tasks are easy but others are frustrating.

BRAVO

When it comes to researching and buying a handheld, the site is a great resource. From the high-level "this is what you can do" to the nuts and bolts of processor speeds, Palm has everything an on-the-go shopper could want. With many screenshots (which seem to be actual size, though the information is never explicitly stated) and a slew of tips on how to get the most out of a product, those who purchase a Palm will feel comfortable with their new toy the minute they open the box.

TRY AGAIN

Using the site to resolve your technical difficulties can be a demoralizing experience. When you click "request help," the copy on the site implies that if you run through a series of questions, you'll get the customer support phone number. Like a pot of gold at the end of the rainbow, the number never quite materializes. You have to call the online store, where, in a nice Orwellian touch, you are told to press 1 for help and support. After pressing the appropriate button, you're told that this is the wrong number for help and support, and finally they dole out the support number. The site is great at getting customers, but bad at keeping them happy.