Sent via this form email portal on HP's website on December 5th.
Dear Mr. Hurd,
I would like to bring to your attention what I consider very poor customer service and a complete lack of ability to solve a common hardware issue with the zd7000 laptop. As, CEO and President, I believe that you should be aware of this situation, and I hope that you may be the person that can actually help me. I have long been a customer of HP and considered HP to have a reputation for quality, which makes my current experiences all the more unfortunate.
The following is a rough outline of the history of my computer:
November 2004: zd7000 cto purchased, order number
April 2005: zd7000 experiences display failure, repaired by HP
January 2006: 1 year extended warranty purchased and registered, order number
November 2006: zd7000 display fails for a second time, given case number
November 2006: at customer service representative suggestion, 3-year extended warranty purchased, order number
November 2006: 13 HP customer service reps and technical support technicians explicitly lie, contradict each other, and fail at the most basic of tasks.
The current problem began in November 2006, at which time the display failed for a second time, rendering the laptop useless. When I called to have this machine serviced under warranty, I was very surprised to find out that the warranty I had purchased and registered in January 2006 was invalid. I was sold an expired warranty by an HP service rep. I was then told I could correct the problem by purchasing an additional 3-year warranty, which I did. Then later, in direct contradiction to what I had previously been told, HP customer service is now telling me I should never have been sold the 3-year warranty in the first place. I don’t consider the thoroughly feeble excuse given by Sara the night supervisor on November 22, 2006, that “that service rep shouldn’t have done that” to be anywhere near sufficient. Accountability and responsibility are seriously lacking with this department. This is the second warranty I purchased in good faith that HP has failed to recognize. I consider this documented and repeated sale of fraudulent warranties to be a serious matter, and hope that this not a widespread occurrence. I have also experienced a depressingly familiar pattern of customer service and technical support representatives, who perpetuate outright falsehoods, contradict each other and perform their jobs in a manner that can only be described as rude.
My immediate concern is the non-functional zd7000 hp laptop. At this point, either we can consider this particular laptop a lemon, having seriously failed twice in as many years - subject to California state lemon laws; or, as multiple websites attest, the zd7000 was built with a serious design flaw that causes the display to fail. I believe that either instance warrants a swift solution performed by HP.
I sincerely hope that my recent experiences with your company are an anomaly, and that others should not expect the same poor level of service from a J.D. Power & Associates certified company. If you wish to find a more thorough account of my numerous encounters with HP representatives, please visit my blog at www.shameonhp.blogspot.com. Thank you for your time, and I look forward to hearing from you so that we can satisfactorily rectify this situation.
Sincerely,
John
