As an update to the saga....
BIL talked to the Palm folks at ATL as he was passing through the airport. Apparently; they had a software update that completely zapped his Treo and when that happened; they gave him a new (not refurb) product.
He is happy once again.
As a side note; one of our very own FTers who actually works for PALM contacted me by PM and was at the ready to get this resolved had BIL been unsuccessful. (thanks)