Eight weeks and roughly 5 letters to Mark Hurd later I hear from a new case manager, "Steve." It's disappointing but not very surprising that he is just a carbon copy of the previous case manager Graham. After four repeated defects, and HP's continuing failure to adequately repair the problem, Steve thinks that this time they're going to get it right and wants to schedule another repair. Graham said the same thing back in February, until the laptop continually could not be repaired and then he just stopped returning my calls. I've already tried it Steve's way, and I still have a non-functioning machine. I'm simply looking for a working computer, what I originally thought I'd purchased.
I thought the following was appropriate enough to mention again:
True, HP is saving money by outsourcing their technical support, neglecting customer service, refusing to repair lemon laptops, and selling what can only generously be described as fake warranties. But does there come a point when the money saved is less than the money lost? Is A + B ever less than C? For instance, if I decide to never purchase another HP laptop, HP just lost $2000. And that's only the first purchase in a long line of possible future purchases. If I strongly urge my girlfriend to not buy HP products, and she listens to me and continues to show brand loyalty to Apple computers because they don't fail in the first five months. How much of a loss is that to HP? And what if the office is considering buying an HP workstation, but I recount my experiences here and we decide to continue to purchase Dell because we've never been lied to by a Dell customer service rep. Or if this humble blogger pretty much creates a blog for the sole damn purpose of hoping others avoid purchasing any product with an "HP" on it, to prevent a similar hassle from befalling them, just how much can I influence anyone else's pre-purchase decision? Not at all? Maybe a little? Simply put, how much will it cost Hewlett Packard to receive negative word of mouth reviews from me for the rest of my life? More than it would cost them to successfully resolve this issue?
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6 comments:
I am having a screen issue also and I also bought mine in 04'
I can not even get an english speaking person to help me, i am dirt broke and need this laptop, bummer that all i can see it disapointment in the end from this.
Lori,
I'm really sorry to hear about your predicament. I know how frustrating the tech support run around can be.
My only advice would be to continue to contact hp customer service and explain that the problem relates to the known design flaw that leads to the zd7000 screen failure.
I also had luck emailing HP ceo Mark Hurd at:
http://www.hp.com/hpinfo/execteam/email/hurd/index.html
and explaining the situation. This should get you in touch with north american customer service. They're not much better than their overseas colleagues, but have more options for resolving your laptop issues.
Best of luck.
Historically escalations to HP Corp seemed to work. Still sad that any customer needed to "escalate" to a corp contact.
But more recently there seems to be a growing number of HP customers that have spent an endless number of hours dealing with HP agents, case managers "and" escalations to HP Corporate and still have not been able to resolve their problems with HP products.
Research before you buy another HP product!
Search the web. Eg. "I hate HP", "Unhappy HP customer", etc.
check out
www.complaintsboard.com
www.ripoffreport.com
www.unhappyHPcustomers.blogspot.com
HP has the worst customer service imaginable...
http://www.hp-customer-service.com/2008/02/hp-customer-service-is-horrible.html
It takes a lot to tick me off this much but they have.
If you're in the USA Google hp customer service. Yea, that's me spending money to tell it like it is!
This article is material that is absorbing and interesting. The points made here are original.
Nice blog, one of best HP Customer Service Provider
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