[Update]
I got a call from the HP Customer Relation Team today (June 11th – last post was from February 13th). They were pointed out to this blog entry and were wondering if there was any open issue with regards to this case. If so I could address the CR team manager directly.
I wanted to make sure this is added to the log and also would like to mention that I do actually give them credit for following up.
[/Update]
I do actually have other things to do than writing my blog. But this is not why I was so “quiet” the last couple of weeks. The real reason was Hewlett Packard, the #1 in customer satisfaction when it comes to commercial notebooks: Over Christmas my beloved HP laptop (nx8220) started some funny behavior. Random reboots, slow hard disk reads, blue screens and the like. By new years the fault had left me with a scrambled Windows installation and a serious set of damaged files. Having found a set of Atapi errors (1781 and 1782 disk failure) in the system’s event log and a couple of unsuccessful hard disk tests I decided to quickly update my backup and get on the line with HP to make use of my 3 year next business day on-site HW support warranty…
As I documented the whole story you might as well just read it and laugh and/or cry (this is what I did most of the time). If you do not have the time, take this advice: NEVER EVER BUY HP hard ware – if you rely on it. At least for Switzerland for some recent changes in the support organization and the list of involved partners Hewlett Packard have definitely left out the customer. As software by definition is a collection of bugs–hardware will fail. It is a question of time, usage and maybe a bit of luck, but it will at some point fail. My approach was to buy hardware that is known to be reliable and extend the warranty to 3 years. You have three years covering for hardware fault, after that my laptops used to be seriously outdated or completely worn off.
Here is the whole story:
Wednesday, Jan 3rd 2007
(Me calling call center girl)
My warranty applies and the described symptoms have been used to qualify the case. A technician will be with me the next day.
Thursday, Jan 4th 2007
(Technical guy 1 in my office)
He is doing a HD test which goes through w/o any errors. He thinks I just messed up my installation of Windows (as he admitted later) so he suggests to replace my HD. He knew that I would have to re-install everything and he could close the case until I’m done. He admitted that he could not really be sure if it was the HD as the test was ok and as the symptoms could just as well been caused by the faulty HD controller, but as he only had a spare HD with him… I can convince him to also do a RAM test, but after 45 minutes of waiting for the test to finish he becomes impatient, starts to re-assemble the parts while testing and accidentally hits a key that terminates the test. As we where at 72% he reckoned that the RAM would be ok.
After technical guy had left, I spent 30 minutes with the HP phone support and technical guy 2 to explain to me how to do a clean install of Windows from the provided HP recovery DVD on a virgin replacement hard disk. Of course it was not my installation and after going through the whole copy, install, activate etc. thing the machine started BSODing again on me…
Friday, Jan 5th 2007
(Me calling call center girl)
They will send someone on Monday. Same day does not work as I only have a next business day warranty and as technical guy had closed the old case she had to open a new one so next day would be Monday then. I told her that next business day after Wednesday 3rd would be Thursday 4th to me and not Monday 8th, but she blamed her system to not being able to help me better.
(Technical guy 2 calling me)
He will be with me on Monday with some new parts.
Monday, Jan 8th 2007
(Call center girl calling me)
They do not have the parts available yet, so no visit from technical guy before Tuesday.
Tuesday, Jan 9th 2007
(Me calling callcenter girl)
I asked about the estimated time of arrival of technical guy 3 as I have other things to do that be glued to my desk with a dead laptop waiting for HP to call me or come by. She could not tell when someone would come.
(Technical guy 3 in my office)
W/o any tests technical guy 3 replaces the main board of my laptop. This is unscrewing basically every screw, ripping everything apart and then putting everything back together. Unfortunately after this procedure he figured that he did not have everything with him he would have needed to complete the replacement and so I’m left with a new main board that does not function. He said he would have to open a sub-case and come again the next day.
Wednesday, Jan 10th 2007
(Me calling callcenter girl)
I was wondering what would happen today, but all that happened was that call center girl told me that nothing would happen today. They do not have the required parts and so I will have to way another day.
(Me calling complaint hotline)
Patience is not one of my strength. I’m being impatient and call the HP complaint hotline. To my surprise you get to talk to an answering machine. Ok, I know, sometimes all lines are busy and it would not make sense to let customers wait and so they offer to call you back. But no. The Swiss HP complaint hotline is an answering machine from the start most of the time. No matter when you call: “Please leave a message…”
Obviously my message did not get voted complaint of the day, so I did not receive the return call–at least not until the afternoon as I could not believe it and called again and again and again. But still no return call. In stead someone human picked up and promised a return call after they had looked at my case. No return call from complaint guy that day either.
Thursday, Jan 11th 2007
(Technical guy 1 in my office)
W/o any check or test technical guy 1 changes the mainboard (again).
(Me calling complaint hotline)
Left message on answering machine.
(Me calling complaint hotline)
Complaint hotline girl tells me that complaint hotline guy 1 should be on the case and that he would call me back.
(Complaint hotline guy 1 calling me)
He acknowledges HP’s disability in this case to fulfill the warranty commitment. He offers to reimburse me for parts of the warranty cost. He also wants to talk to the technician that is still in my office.
(Technical guy 1 still in my office)
Changes the mainboard (again). As he had two spare mainboards with him it was the complaint hotline guy that could tell him which one to use. The one he had just put in must have been the wrong one.
After unscrewing everything again, changing the board and reassembling the whole laptop: Tata! New mainboard/bios does not recognize the hard disk. He suggests to order a new mainboard AND a new HD. Someone would have to come next week Monday to out them in.
Friday, Jan 12th 2007
(Me calling call center girl)
Again, as patience is not one of my strength, I call them to ask for the status. Just as well I did. They had not ordered any spare parts on Friday, so no
progress today.
(Me calling complaint hotline)
I’m getting even more impatient and call the complaint hotline hoping they could speed things up a little. As usual I am told that the responsible person would get back to me. Did not happen.
(Support hotline calling me)
She said they had the parts now, but as I only have a next business day warranty they will not send someone before Monday.
Monday, Jan 15th 2007
(Technical guy 1 in my office)
He replaces the hard disk and the new one is being recognized. Wishes me best of luck with installing my OS.
(Me calling complaint hotline)
As I have plenty of time waiting for Windows to finish installing (or at least copying all the files onto the new hard disk) I might as well check for the call HP had promised me last week… Problem today is: Complaint hotline guy is sick and since he is already involved in the case I should rather wait for him to come back than to have a new person have to go through the whole history again. I’m glad he is just sick. Imagine he had quit, they would not be able to work on my case at all anymore. :)
Tuesday, Jan 16th 2007
Installation went through and I spent most of the night installing additional tools and drivers. Getting back to real work I figure that the speakers work, but when I insert headphones in the jack, the speakers do not mute and the headphone do not work either. Great stuff. All my colleagues listen to my skype conversations now.
Can not call HP, hotline closes at 5 pm, it’s 5:05 pm.
Wednesday, Jan 17th 2007
(Me calling support hotline)
They will open a new case as the old one was closed. I try to explain that I do not approve, as my laptop is still “broken”, but call center girl tells me that if a technical thinks the problem is fixed, then the problem is fixed. If I have a problem now, this must be a new problem and so she will have to open a new case. Which btw. will be handled according to my warranty: the next business day.
Thursday, Jan 18th 2007
(Technical guy 1 calling me)
He would have to come now (2 pm). I told him that I would be with a client then and that later in the afternoon would be a good time to come. He does not like later in the afternoon and suggests to postpone till Friday.
(Me calling complaint hotline)
Just out of curiosity I call them again, to look for my return call. After I finally get to talk to a human being I am told that my rep is still ill and that he should definitely be back by Monday so I should wait until then.
Friday, Jan 19th 2007
(Technical guy 1 in my office)
I show him the problem which he can reproduce with a boot from CD Linux. With out further analysis he exchanges the soundboard (probably the only part that has not been exchanged yet. The problem persists. He would have to create a sub-case with some special technicians from HP Germany. Someone will call me today.
No one called.
Monday, Jan 22nd, 2007
Still no one called.
(HP Germany calling my voice mail)
They are very sorry, but they got the serial number of my laptop wrong and can not work on my case. Also she does not have the number of technical guy 1 and can not get in touch with him to re-check. If I had the number. SHE DOES NOT LEAVE HER’S, so I can not call her back.
(Me calling technical guy 1)
Tell him about HP Germany and ask him to call them.
Complaint hotline guy still has not called.
(Me calling complaint hotline)
Complaint hotline guy is back! He does not believe in HP’s ability to fix my case and would like to replace the device. As my model is out of production, he offers me a similar replacement model. That is what he says. I pick a comparable model myself from the website at the same price as my model cost 11 month ago and he tells me he might need to talk to his boss about this. He would call me back.
Tuesday, Jan 23rd, 2007
No one called.
(Me calling complaint hotline)
He said he could not talk to his boss yet but would try to talk to him soon and … call me back.
(Complaint hotline calling me)
Replacing to the model I suggested is not possible. Specs and price seem very comparable, but…
As HP has followed the market, the new models all have Core Duo or Core 2 Duo CPUs. My Pentium M seems to be legacy. Problem with the offered exchange is that I would have had to “pay” for the CPU upgrade, meaning that I would suffer from a smaller resolution and/or a smaller graphics adapter with the replacement unit. Just to make things clear: I own a nx8220, with a 15.4″ screen doing a WSXGA+ (1680×1050) resolution, powered by a ATI Mobility Radeon X600 with 128 MB. I was offered a model with a 1400 x 1050 resolution (nc6320) or one with a Intel Graphics Media Accelerator 950 (nx7400) both options which would have left me with much lower scores on the Vista compatibility test. The closest to my model would have been a nc8430 (Core Duo instead of Pentium M and 256 instead of 128 video RAM – otherwise identical including the retail price) but according to my guy, changing an nx model to an nc model would not be possible. I offered to pay for the better graphics accelerator, but he was not able to deal with this. In fact, I lost my patience (again) when he explained to me that I would have to live with the fact that my model is already old and an exchange to a current model would require me to do some compromise. His laptop back in his office was 6 years old and would have cost over 4.5k CHF and is not worth a penny today…
I ask for a conversation with the boss as I get the impression that complaint hotline guy is loosing it.
Suddenly complaint hotline guy explains that he might be able to get a model like mine from internal training. He was not sure when this would happen (he said two weeks or so) and in what shape it would be. After he mentions that he could upgrade this model with additional RAM and a bigger hard drive to compensate for any usage shown, I agree to at least consider it. He could not answer my question what I would be doing in the mean time, but… He will get back to me…
Wednesday, Jan 24th, 2007
The whole thing is fishy and I did not like the conversation at all. A colleague of mine uses some of his connections to get the name and contact of complaint hotline guy’s boss. I try to call him, but boy they do seem to like answering machines, so I send him an email with basically everything in this post and ask him for a response according to my warranty and that I would other wise involve legal.
The reply was quick but dirty:
The whole thing must be a great misunderstanding as I had already accepted an exchange for a demo device. Complaint hotline guy would call me to clarify things.
Thursday, Jan 25th, 2007
(Complaint hotline guy calling me)
While complaining about me involving his boss into the process and expressing his disappointment in my limited trust in his abilities to solve the case and just before me loosing in completely he tells me that the replacement device is now available and that after some tests he would send it out tonight or tomorrow morning. No – free upgrades in RAM or hd size are not part of the offer – he lied or he is cross with me now. I do not care.
Friday, Jan 26th, 2007
No delivery.
Monday, Jan 29th, 2007
No delivery.
(Me emailing complaint hotline guy cc:ing his boss)
I’m asking for further misunderstandings and when to expect a delivery.
(Complaint hotline guy emailing me cc:ing his boss)
I should have received the new laptop by now as he had send it out by express (next day delivery) on Thursday. Without worries and with no rush he suggests to wait another day before he will become active in tracing the parcel.
(Complaint hotline guy’s boss emailing me)
I am requested to keep them posted.
Tuesday, Jan 30th, 2007
Delivery!
I receive a nx8220 that does not show any obvious usage. The body is not fully assembled, but a bit of pressure here and there and the plastic bits come in the right positions. I put in my hard disk and here we go. Headphones work and no BSODs for as long as I tested.
(Complaint hotline guy emailing me)
I should pick accessories from the Swiss HP website up to the value of the warranty and he will order and ship them asap.
I ordered 1 additional Gig of RAM and two spare power supplies. One like the one I have to keep at home and a smaller one for in the bag.
Friday, Feb 2nd, 2007
The power supplies are not special nx8220 spare parts. They are general HP spare parts which get nx8220 enabled. This means they have a standard HP laptop plug and ship with an adapter to work on a nx8220. As if they weren’t bulky enough already.
One of the power supplies I ordered as an nx8220 accessory from the nx8220 accessories website does not work with a nx8220. It is smaller because it is for older laptops of that series that need less power. It is not just more portable. It is more annoying. No comment.
I am ending this here. I’m done with HP. Thank you.
So, what do you get for being a good customer and for buying a 2.5k CHF laptop from HP including a next business day on-site warranty?
- Hardware that fails within the first 12 months.
- Technical support that acts upon no qualification of the fault.
- Troubleshooting at the cost of the client.
- Poor to no response from both the support hotline and the complaint hotline.
- You are being taken for a fool when it comes to knowing your hardware.
- No escalation point. Blame for escalating anyhow.
- Four weeks of next business day bullshit.
- You get to spend time with hotlines and technicians worth two laptops at least.
- A power supply that does not work with your laptop as one compensation for the above.
(No) thank you.
{ 17 comments… read them below or add one }
I have sent 2 Hp Pavillion 9000′s back in less than 6 months. They called me to offer me deal. I foolishly took it. My mother board bit the dust on my 3rd new computer in less than 2 months. They will do nothing but repair and send back. I have lost countless hours (= days) trying to remidy these issues, dealing with tech’s who promise call backs in 4 hours that ended with a call from case managers in 4 days. I tried to take my complaint to higher level in New York. Seemed very sympathetic, but absolutely no follow-up occurred. She admitted to me I was not esculated as I had been told everyday that I called. I will never, never buy this product again.
HP customer support is horrible! Sent in my laptop for a bad LCD and got it sent back to me un-fixed and no reason – then told that the warranty is now expired and will cost me $1000 for a new screen! Never again – Stay as far away from HP products as you can, they may be good, but GOD forbid you ever need support. They are complete idiots!
I too have a tech support nightmare. My brand new HP laptop had an AC adapter short which took out the rest of the power system. It took them a couple weeks to get to the point of shipping me a new AC adapter, and at that time I realized that the shorting AC adapter had taken out the battery charger. At this point I was too busy to deal with it, but when I started trying to get it fixed again it took me over a week to get them to send me a dropbox. I had tested that it was NOT the battery by getting another one, assuming I’d want to use this machine when travelling when it was fixed. I mentioned this in the email. When I got the machine back in a week it was NOT FIXED; thankfully I had shipped them the old battery, which stated was the culprit. They claimed to have replaced the battery, and that it was the problem. Of course, it was not fixed. Now they appear to be generally evading sending me another box to fix it.
As far as I can tell, it takes a LOT to get your email actually read by these people. There’s obviously a script answering most of them with non-stateful nonsense. Getting ANYTHING useful out of them is nearly impossible. We’ll see if I get a reply tomorrow, but if not I’m moving beyond the point of never buying another HP again to trying to actively get some money back for the one I have now.
Actually blogging about it does help, as I wrote in my update. I get quite a few reads (page views) from HP people too. ;)
I bought this 5 month ago in April 2007 for $1174.00 under warranty. One of the pixels on the screen died completely and a few of them used to fuse on and off, so I contacted HP and they were first not ready to take it in for a repair saying that it is not covered which is completely wrong and when I argued they sent the case to a Case Manager , who said that he would get the LCD replaced and finally I shipped the laptop which was received by HP on 09/11/07.
On 09/19/07 I got the laptop back on 09/19/07 with a customer report in it stating that the LCD has been replaced. When I switched the laptop on, the same pixel was dead and the customer report was sheer lie. All my data was washed out from the system, all the softwares and the operating system was changed which was actually not needed at all since changing LCD does not require changing all of this. The system was full of dust with finger prints reflecting on the screen, they did not even care to wipe it. Above how can they lie to a customer in written like that?
On 09/19/07 I called the case manger and left 2 VMs but never got a reply back so had to call customer service department to find what was going on and what exactly did they do on the laptop for those 8 days. They said that the LCD was not changed and they did a couple to updates on it and sent it back to you. This person named Jason said that I would have to send the laptop in again to get it repaired. He also said that the documentation was wrong and that they did not know that there was a bad pixel, which is again a lie because the report and the email from HP after receiving the product for repair says the problem as BAD PIXEL and other than that I had put sticky pads on the laptop locating them and one cannot miss it.
On 09/20/07 I called the case manager again and this time, I go him and I tried to check what was on, he just snapped right at me saying if I want to be calling customer service people then I need not be calling him because he is the one who would see if this needs to replaced or upgraded. He started teaching me the hierarchy saying that the 200 customer service people are working under him. I was belittled. He said he would call me by the end of the day and never returned a call.
I sent an email to the CEO and the technical department with all of what was going on.
On 09/21/07 Received a call at 730am pacific time by the same Case Manager that he would either give me a new notebook with the same configuration, or an upgraded one. Which would take another 14 days. I requested him to call me as the weekend was approaching to let me know if he has one available or will it be shipped from China. He promised me to give call by the evening but never called.
On 09/24/07 I tried to give him a call, No response whatsoever, I can’t even leave a VM as his VM box is full. Waited the whole day to get some info. Never got anything
Other than that the most irritating part is that I got a reply on the email that I sent to the CEO and technical department saying that they would set up a Case Manager for me which will take care of it which means they did not even read the email which states that I have been dealing with a Case Manager and still having all these issues.
I have wasted 15 days on it, not to mention the stress and humiliation of buying the so called top of the line product. I Have been treated so badly by HP that I would not like to get my refund back and I do not want to have a HP product.
My work and personal life has suffered to much because of this.
0n 10/12/06
——————————————————————————–
The same Senior Case Manager contacted me and told either I can get a half refund which totally unacceptable or he can give me a new upgraded laptop. I told him the configuration I need and I received a voice mail on 2nd Oct stating that he would not be able to give me that configuration. Since then I have received no info if he is even trying to resolve the issue or not. I have left at least over 10 VMs in the past three days and havent got any response. I cant work on the unfixed laptop and couldnt put no softwares as I dont know what they are gonna do with it. I havent already lost my data before and I dont want it to happen again.
10/26/06
I got a call from HP per bbb before Oct29. She was quite rude.
As I had previously mentioned that the Sr. Case Manager had called me before and was not ready to give me a full refund but was willing to give me a new laptop with higher configuration. I have his VM saying that as well.
The lady who called me today wanted me to send it again for a repair and if there is just one pixel out of the total of 6 are burnt out than they will not fix it. She said there is no compensation given for your time wasted, the only thing they can do is apologize and that’s it.
She is not ready to fix the laptop with one burnt pixel, she is not ready to replace with a new (as the Senior Case MAnager agreed upon, was that again another false agreement), neither does she agree for any compensation.
I have already sent the laptop before with 6 pixels burnt out, when I received it it had 1 pixel dead, false replacement customer receipt . Now again I have to go through this procedure, what am I getting out of it.
I am regreting buying a HP product.
After waiting over a month, all the work time I wasted, all the humiliation and stress, all the false statements and promises by the case manager that I would get a new & better laptop after they way they have treated me. what did I get.
They want me to send in the laptop again and still they are not sure if hey can repair it or not. They need to check that if it is just one pixel dead out of total of 6 which were dead when I had sent it before.
This is so frustrating, but I am not going to stop here. If that is how they are going to deal and I will fight it until the end, even if I have to throw this laptop in garbage, but I would not let them treat nobody like that.
I WOULD NEVER EVER BUY ANY HP PRODUCT! and I would never even recommend it to my worst enemy.
Sumit
Wow, thank you for sharing this info Sumit. The formatting the system really seems to be their number one (only real?) repair option. How useless.
I am not real knowledgeable but the above comments have really impressed me! I like the looks and advertisements for the HP Laptop but I have had really good success with both a toshiba and gateway they are getting old and I am ready for an update. Thanks to your information I will stick to the tried and true Toshiba.
Hp nightmare continues.. Hi I am recent victim of this HP support havoc… I bougth HP new notebook from bestbuy and its battery latch is so week that it broke and I had to spend 3 weeks of conversation and sending back laptop. 4th week i get back fixed laptop under warrenty and to my supprise the DVD drive is not working. while fixing the battery latch (which they say the had to replace the motherboard) HP support didn’t connect the DVD drive. Now i have to suffer another 1 month of next day shippment saga. Lets see how it works out.. Good luck to everyone with HP product in dealing with Customer care / total care
PFB the conversation on phone and on Mail.. I have put xxx- XXXX for my phone number for security sake..
Hello Rahul,
Thank you for contacting HP Total Care.
Thank you for writing back and updating us on the issue.
I apologize for the delay in answering your message. Due to the increased volume of messages we receive daily, our response time has increased.
I apologize for the inconvenience caused and appreciate your patience and cooperation.
I have once again forwarded the case to the concern case manager with high priority and assure you that you will be contacted soon regarding the case.
I hope the above information helps you. If you need further assistance, please reply to this message and I will be happy to assist you further.
For information on keeping your HP and Compaq products up and running, please visit our Web site
at:
http://www.hp.com/go/totalcare
Sincerely,
Jasmin
HP Total Care
***Do Not Delete Service Ticket Number***
{ticketno:[8010684575]}
***Do Not Delete Service Ticket Number***
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
—–Original Message—–
From: sahni_rahul234@YAHOO.COM
Date: 04/17/2008 12:48:28 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Fwd: Re: Fwd: HP Quality Case Manager Erica Myers
Hi Total care, Will I get any response or a call from HP ??? Did all you guys including Mtr Zachary the case manager wen on vacation / Sleep ?
Thanks and Regards
Rahul Sahni
816-XXX-XXXX(Still waiting your call mr case manager)
— On Wed, 4/16/08, Rahul Sahni wrote:
From: Rahul Sahni
Subject: Fwd: Re: Fwd: HP Quality Case Manager Erica Myers
To: laptop_support_en@mail.support.hp.com
Date: Wednesday, April 16, 2008, 8:33 AM
Hi Jackie and Jasmin, I would like to report inefficiency of your case manager name Zachary Reitan to respond to requests, I called him 8 times today from Morning till before 5:30 CST. He didn’t respond tomy repeated requests to Speak to me. I called on 1-877-917-4380, ext. 19 and then extn 94. How many more calls you expect me to make, where i haven’t received a single call back from him after leaving a call back number and waiting till nearly 2 hrs when your associate told me he will be available in 30 mins in call
around 5:20 pm CST
Your statement “I would like to share that as you have been contacted by HP Quality Case Manager, if you want to contact him back to address any inquiry, then you have to call her/him on the provided phone number as they do not have the option to receive reply through email’s.” doesn’t make any sense when he is not able to call back.
What you expect from me ?? I would like to escalate this matter to someone who Mr Zachary reports to. My case number is 7500-345-710 and i expect a prompt reply / call.
If your case managers don’t have access to these mails then throw your total care system i n a garbage can. its of no use when you have to rely on 70′s methods of calling in over the phone and the person on the other side doesn’t respond.
Regards
Rahul Sahni
1-816-XXX-XXXX
laptop_support_en@mail.support.hp.com wrote:
Date: Wed, 16 Apr 2008 00:22:28 +0000 (UTC)
From: laptop_support_en@mail.support.hp.com
Subject: Re: Fwd: HP Quality Case Manager Erica Myers
To: sahni_rahul234@YAHOO.COM
Hello Rahul,
Thank you for contacting HP Total Care.
Your email has reached technical email support for HP Pavilion Notebook PCs.
I would like to share that as you have beencontacted by HP Quality Case Manager, if you want to contact him back to address any inquiry, then you have to call her/him on the provided phone number as they do not have the option to receive reply through email’s.
Please accept my apologyfor being unable to give you a definitive answer at this time.
Let me know if I can be of any further assistance. I will be happy to assist you further.
Sincerely,
Jackie
HP Total Care
Our advice is strictly limited to the question(s) asked and is based on the information provided to us. HP does not assume any responsibility or liability for the advice given and shall not be liable for any direct, indirect, special, incidental or consequential damages in connection with the use of this information. Always back up your data.
For more information, including technical information updates, please visit our Web site at http://www.hp.com/support.
—–Original Message—–
From: sahni_rahul234@YAHOO.COM
Date: 04/15/2008 16:20:49 EST
To: laptop_support_en@MAIL.SUPPORT.HP.COM
Cc:
Subject: Fwd: HP Quality Case Manager Erica Myers
Hi laptop Support
The case manager Zachary, Has not shown up over the phone and nor he has called me or my wife on the numbers provided. As per the technical support person we spoke to on Sunday you have breached the SLA of 24 – 48 hrs. I have made 7 calls to
1-877-917-4380, ext. 19 and verious other case managers have tried to reach Mr Zachary Reitan the case manager for my case id 7500-345-710 since morning dismissing Erica in note below saying MR Zachary is the only person that can solve my notebook issue. As per the last call he is still finishing up his 2 – 3hrs lunch at 3:10 PM CST and unable to come over the support call
I need him to contact me asap before 5:30 CST today, Else I would have to contact consumer redressal groups thatdeal with Lawsuits against HP Pavallion notebook. They have an online form and I would beadding these details to that form.
Regards
Rahul Sahni
1-816-XXX-XXXX
Rahul Sahni wrote:
Date: Tue, 15 Apr 200809:25:09 -0700 (PDT)
From: Rahul Sahni
Subject: Re: HP Quality Case Manager Erica Myers
To: laptop_support_en@mail.support.hp.com
Hi Erica,
I tried to reach you a couple of times at the extension. I send my laptop to the service center three weeks back for repair. I recvd the laptop back in about three weeks and its so frustrating to know that its not detecting the DVD/CD Drive. All I was doing is to run a cd on my notebook.
I spoke to a technical executive who tried totroubleshoot and we found the while assembling back the notebook in the service station, the drive was not properly connected.
I am reachable at 816-XXX-XXXX. Please call back asap to resolve this. The case number allotted to me is 7500391540. You can speak to my wife, who is having the laptop right now.
Thanks,
Rahul.
Thanks and Regards
Rahul Sahni
laptop_support_en@mail.support.hp.com wrote: Date: Tue, 15 Apr 2008 15:33:59 +0000 (UTC)
From: laptop_support_en@mail.support.hp.com
Subject: HP Quality Case Manager Erica Myers
To: sahni_rahul234@yahoo.com
Hello Mr. Sahni,
My name is Erica Myers
I am the HP- Case Manager assigned to work with you on your case.
Unfortunately I have been unable to reach you by phone, that´s why I am sending you the following note.
I will make more attempts to reach you by phone over the next few days.
Please feel free to respond to this message with any information about your case
or to let me know when is the best time to reach you.
My office hours are Monday – Friday 9:00am – 5:30pm CST.
You can reach me at 1-877-917-4380.
Please enter ext. 19
Please keep this message as a reference so you will know how to reach me as we work to resolve your case.
Thank you,
Erica Myers
HP Quality Case Manager
1-877-917-4380, ext. 19
Thanks and Regards
Rahul Sahni
Thanks and Regards
Rahul Sahni
Thank you Rahul for sharing those details. Hope you will be fine soon. All the best,
Sebastian
the great god of practical jokes wanted me to experience what you all been up to. There are 5 teenagers in my house, each needing their own computer so over the years I have bought lots of computers and in the past have found HP products to be wonderful, up till now. Just before xmas 4 of our laptops were stolen. I replaced them with 4 new HP pavillions. First day out of the box, the sound stops on my daughter M’s laptop. We ran back to BestBuy but upon turning it on the sound worked. Number one mistake was not opening a case number. One week later when it happened again, Best Buy said the 14 day return policy had run out and I had to deal with HP directly. Whatever, no worries right, it still under warranty for a whole year (a whole year from date manufactured not the day I purchased it so I have to hurry, ha ha)
I have been going through in UK with HP for two months now and to top it off all 4 of the laptops have the same defect, the sound just stops and the only sure way to fix it is to shut it down and reboot.
I my first attempt to get one of the computers fixed my bad eyes misread the itty bitty serial number on the back. Well, it’s itty bitty for my bad eyes. After numerous phone calls, tech support lectures, logistics enquiries, and four days of missing the delivery man who was to pick-up the machine I finally handed the brand-new not working properly computer to HP UK. The reason I kept missing the delivery man was because when HP asked me if I wanted am or pm pick-up I said that on Monday I had to take one of my kids to the orthodontic at 2:30 and only am would be possible. Well HP ordered a pm pick-up. I waited at home, no shower, no bathroom break, even the dog didn’t get her walk for fear of not being able to answer the door when the guy arrived. When I returned from the ortho visit I called the delivery company but they said no worries they would try again tommorrow. After speaking with HP they assurred me they had asked for an am pick-up. Tuesday at 1:00 I called HP. Logistics person assured me I was signed up for am and since I had to leave for another appointment we could reschedule for Wed. I decided that would work and arrangments were made for the second broken computer. To make a long story short. No one came Wed and Thursday two computers were now on their way to HP. The foru days I waited were not the delivery man’s error but HP’s. They lied or did not know what they had arranged.
So I waited. Four days later a lady calls and asks me what the serial number was on the computer I had sent. I explained that I didn’t know since she had the computer at HP. She even said “you didn’t write down the serial number?” I explained I didn’t think I needed to. HP had it. After repeated attempts by her to make me give her a serial number and repeated pleas from me for her to read it off the machine in HP’s possession she threatened to return it. NO, I begged her, please don’t do that… So she did.
The day I received it, with no warning as to when it was coming, I called to reschedule. Since I was starting with a “new Serial number” I had to go through the intial interview with Logistic, review of the prolems with tech support and then speak to the logistics to arrange a pick-up date and time. They would call me back. No word for a number of days and then Holiday in Israel for 7 days. During those 7 days they must have called, but since the didn’t leave a message, how would I know? Well, I wasn’t home to answer the phone, so they sent me a letter, which stated that if I didn’t call them back in 5 days they would cancel my repair request assuming I no longer wanted the machine repaired. Duh, the letter was in the mail when I got back and the five days had passed, almost but they aren’t open on Sat or Sun so they got a few days on me. Well, since the order was cancelled, yep you got it, I had to start over again. H ha ha. But no worries, they would pick it up in two days, but would call to confirm.
That was Monday. No one called Tuesday or Wed so I called back to double check on the pick-up time for Thursday. Oops, the order had not gone through and I had to wait for them to do something to arrange another and finally they agreed that it would be picked up Thursday. Which they did… I have seen the same delivery man 6 times for the same comuter repair and I won’t even start to count the times I have seen him concerning M’s computer, which has the same problem as mine. ARGH and then the other two will have to go back.
The second computer, they claim did not manifest any problems so they sent it back. But they changed out the keyboard and reinstalled the bios. Now I understand the bios but why a new keyboard. maybe they are just covering their bases but when the tech support guy/logistics guy called to see how it was working he couldn’t explain why they changed the keyboard. Whatever, maybe they know it broken and if they admit it they’ll have to recall all the dv5 pavillions since 3 of ours have the same problem???? Who knows.
My motto is be patient, keep that famous sense of humor you have, it will work out eventually. But never buy another HP, or be willing to be ill treated, misinformed, wait endlessly on the phone, make numerous calls, repeat the same request over and over again and have a nasty operator tell you that “looks like you weren’t happy so we had to send back the computer” which means someone wrote something nasty about an unhappy customer. Wonder why she tought I wasn’t happy, begging her practically in tears, “Don’t send it back”.
LOL :)
My mother bought me a bluetooth enabled printer from HP (one of their all-in-one models) and only just recently was able to print with it for the first time as I have not been able to afford the second bluetooth receiver for my computer until now and could not use the small two foot cable that they included as there is not enough room on my desk for the printer, one of the main reasons I got the bluetooth enabled model.
When I go to use the scan to computer function I get an error message telling me to try starting the scan from the computer. After an hour of trying to figure out how to get vista to allow me to start the scan I finally give up and call HP for help. The tech on the other end of the line calmly explains to me that I can not scan to computer if I am using only a bluetooth connection. I will need to hook it up to the computer via USB (defeating the purpose of having the bluetooth now) to be able to use this feature, and I may not be able to still since the longer the USB cable the less likely the information will be received by the computer. I filed a complaint and was notified someone from headquarters would call me to discuss the case.
To my surprise I got the call from headquarters today (I called to ask for help yesterday) and was told a few things that I tickled me until I was purple in the face from anger. One, HP expects the customer to know the technical aspects of things like bluetooth and the fact that they can only send a signal one way. Two, they expect the customer to do research if they do not know this. Three, it is not their fault that nowhere on the box or in any of the user manuals that the printer and computer must be hooked up via a USB cable to use the scan to printer feature. Four, they can do nothing to help me (which includes not sending me a longer USB cable as they do not carry them). Five, I can not talk to their supervisor, their supervisor is administrative only. Six, they are willing to pass on my suggestion to the people that make the boxes. Seven, if I want to go any further I must contact their legal department via fax.
I should have known better then to expect anything from the company that wanted to charge me $100 USD to replace the cracked headphone color on the jack instead of doing the free replacement on the screen and cables to fix the problem I called about. Never again will I buy HP, I would rather go without.
I got back in the days one strange “powersellermodel” named presario, some B1000 series or stuff like that. I had to send it back after 10 months, they made it work again, but forgot to switch on my keyboard….so I had to send it back 2 hours after becoming it. Now, it’s ok, but the fact that at that time they had no technical support 4 that crab preserve can in whole germany pissed me off. goddamn them all, I’ve been living in a 1,5 million big city, whitch is not so big at all, but it’s the third largest city in germany…they sell hp on every corner, but they don’t give a damn about the byers! so, i send it on my tenth mont, send it again after the becoming, had to send it again after the next 10 months. This was my third sending, my third hardware problem.they gave it back with no changes.They said it’s working ok. The warranty was gone after they gave it back to me. Still damaged. It was worth only 4 recycling.so I send it 4 the fourth time, again 2 hours after becoming it… 4 20 months I send that raggedy trash can 4 times to be repaired, and they always repaired it in the netherlands. I understand that it’s cheaper when u repair your stuff in only one repair center 4 every continent, I just don’t understand how many are they paying on the PR- agencys 4 lying tht they are one of the powersellers on the market. What are they selling? lyes, crab, bullshit, selling renomee&rating only without any material product? they r just selling one brand, trademark in a piece of can, with no technical parameters, no connection between the parts inside…damn them all, the supported OS was not able to work with this crab… If u once get involved with hp, u will be 4 the next years… After calls 4 summary over 120 EUR on their hotline(????!!!…?) they send me the other tinned fish called nx8220… What a movie boy, I#m still in it. The only thing they r good is the racketeering of customers. U get one product- u sign a deal with the devit- the price is cheap, the soul is brocken and u have to live with that 4 the next couple of years, because u allways downgrade with something different, less better than yours, u pay 4 the repairs, because now u got 1 year warranty, u pay 4 the fonecalls… I think they only live on phonecalls…. With so much complains u can bild an monopolistic phone empire. I now have problems again, I will be downgraded again to some other funny test product , only because they are sending it 4 free. I think i will buy some lenovo. sorry 4 my bad english, i didn’t used it since 10 years or so
Thanks for getting the word out. I also have an HP notebook. After the pc dying and unable to get it to turn on again, taking to the local PC guru who advised that there was a problem that HP recognized–I am now left with a PC that does not work and that HP says will cost 250(discounted price) to send in to possibly repair–NO Guarantee!!!!! This is due to the fact that I never received any notification from them that there was a problem and now it is 4 mos out of warranty for “Free repair”
I guarantee that I will take that 250.00 and purchase a new PC but NOT an HP
Good luck Beth with your new purchase. After my nightmare story with my PC laptop I switched to a Mac. It is still technology and things still break. Macs also play in a higher price range when it comes to purchasing and service/support. I say higher price range because you also get more for your money, they do not try to beat the competition on price. The experience is stunning. Worth every penny. Have a look at http://www.apple.com/macbookpro/why-mac.html.
–
Sebastian
My experience with HP ist this…. If you are a technician yourself and able to fix the broken device and you only need parts from HP, then it is really wonderful to work with them. I know other companies that are much worse when it comes to warranty handling.
Sometimes it takes some long and exhausting explanations before they are convinced to send you a part (especially expensive parts), but until now, I always managed it to get what I wanted. You just have to know how the whole system works.
The mail Problem with HP (and other manufacturers) is that they are cutting cost as much as possible. Their support center is in Romania or Poland (according to the accent) and the technicians that come to visit you are mostly young and unexperienced people.
So the only way that works fine is when you do it yourself… like everything in life :-)
Thanks Chris, I tend to agree.
In case you are looking to reinstall Windows XP from the recovery DVD to a nx8220 and failing with “Windows Can Not Find ‘X:\Setup\Winxpp\I386\Winnt32.exe’” Error Message, repartition the hard drive before restoring Windows.
1. Boot with the OSDVD.
2. Select Open Command Prompt .
3. Type diskpart , then press Enter .
4. Type select disk 0 , and press Enter .
5. Type create partition primary , and press Enter .
6. Type assign letter C , then press Enter .
7. Type Exit , and press Enter .
8. Select the Restart button, boot with the OSDVD, and select the Reinstall Operating System button.