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Customer Service Rant #2

September 22nd, 2010 at 05:02 pm

I'm sorry if it seems I'm beating a dead horse...I'd much rather be beating something else and I'm not talking a drum.

I received my Hewlett Packard notebook back after the second go around with service. I turned it on when I got it home and it still isn't fixed. It was late so I didn't call. Seems Fed Ex delivers when I'm at work. I can't fault them --they are just doing their job. But it means we then have to go and pick it up after a certain time. Which we did.

Last night I was late getting home and too tired to deal with customer service. Tonight I called early enough and got a nice gal named Pam. She was very helpful and had me do this and that and it still didn't work. She wanted me to take the back off and I balked. I figure if the service center didn't fix it, my tinkering with the insides isn't going to either. I was polite when I told her this and she said then it would have to be sent back in. I expressed my frustration and she came back and said according to protocol it has to be sent in three times and then if it still comes back not working, then there's the possibility of getting it replaced, but it isn't a sure thing. I told her I had to problems with her, but I would like to talk to her supervisor.

Well, I did talk to the supervisor. He said is name was Lander. He read me the protocol. I am a teacher and people read differently than they talk. Maybe he figured he'd dazzle me with baloney or something. I waited until he was finished and said I didn't agree with his protocol and that I am one very frustrated customer. He was a bit flippant by this point. I asked what HP was going to do to make me happy and he said I would have to send it in.

Then he informed me that I shouldn't be upset because it took less than a week to get the computer returned to me. Are these folks nuts or what? Yes, it was less than a week, but it wasn't fixed. I pointed that out to him and he said, but why are you upset when it took less than a week.

I asked if he had a supervisor and he said yes. I asked to speak to his supervisor and he told me they don't take phone calls. Isn't that rich?

I told him I would be putting all this on Facebook and my blog and I asked him nicely to document it. He said OK and then thanked me for calling HP and hung up.

Gosh, just makes me want to run out and buy another HP....NOT!

9 Responses to “Customer Service Rant #2”

  1. creditcardfree Says:

    That is terrible customer service. If they think good service is simply shipping broken things fast...ugh!

  2. jewels3 Says:

    This is one reason why we never buy HP products. I don't care how good of a price it is, we don't even look at it. In fact, it could be free, and I'd have to seriously think about it! LOL!

  3. campfrugal Says:

    Oh, that is crappy. I would call back again and ask directly for a supervisor and see if someone different tells you that supervisor's don't take calls. I am also thinking a letter to the company might be a good thing to do. I will help back you up with documents in case you need it in the future.

  4. HouseHopeful Says:

    I searched the Consumerist.com website. I found some contact information. Last documented Catherine A Lesjack is the interim CEO & CFO. Per comments on the website is Cathie.Lesjak@hp.com Although she isn't likely to read her email directly, given her position a concise and well-worded email might provide you with some help. I wish you luck.

  5. dmontngrey Says:

    I do own an HP laptop and I've never had any trouble with it until yesterday. My MIL bought an HP netbook and has had nothing but problems. It broke almost immediately and took over a month to receive it back. Ugh. I would never buy an HP again myself and only bought mine because it was a ridiculous deal. Something got hung up in my laptop and I had to remove a panel and pop out the CMOS battery. Pop it back in and problem solved. Big Grin I still have no complaints about mine, I've just heard too many horror stories.

  6. Jerry Says:

    "No, Mr. Jones, we did not actually REMOVE your infected appendix... but the operation was completed in record time and it was totally covered by your insurance. Why are you complaining about continued pain and potential complications?"

    Honestly, who are these people, and why would HP hire them? Plus, it sounds like they are selling crappy computers. Ugh, what a mess. Sorry you have to deal with that!
    Jerry

  7. rob62521 Says:

    Thanks for the support and info! I'll be emailing Miss Catherine!

  8. rob62521 Says:

    I sent two emails this afternoon...one to Miss Catherine and one to the board of directors. I'm keeping my fingers crossed.

  9. librarylady Says:

    Maybe you should communicate to them that you write a personal finance blog that is read by many, so if they don't want a bad rep they had better give you some satisfaction!

    I know I don't want to buy one now.

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