HP - Shame on You!

After 20 + years of being a loyal customer, HP made it ABUNDANTLY clear they really were not interested in my business any longer. Following 4 attempts at repairing my laptop over the span of a year, they finally agreed to replace it. But not without insurmountable stress and anxiety.

Each time the machine was sent in, the repair tag was very clearly completed, documenting every concern with the unit. However, for some reason, it was returned to me after approximately 3 weeks of sitting on the depot repair bench with absolutely nothing addressed. The 3rd attempt, they shipped it to an address out of state. Fortunately, each attempt was met with "Customer or Business not available."

On the 4th and final attempt to get this thing repaired, including calls to Corporate, who now no longer handles anything customer-related, they agreed to replace the product. Apparently, "the buck stops" at the Case Manager's Department whose decisions are final. I've also learned the hard way about their version of customer service. "The needs of the customer are addressed and handled within HP's Policies & Procedures at all cost." Very cryptic, if you ask me. Translated, HP's Policies & Procedures will be observed, even if it horribly places the customer in a bind.

After nearly a month and a half, I finally received a replacement. This unit was not acceptable as it had a noisy fan. The fan made a terrible clattering noise which would lead one with a trained ear to believe the fan was either about to fail or the bearings were falling out of the housing. Being resourceful, my first inclination was to tighten the chassis screws. In doing so, I found not just a couple screws loose, but ALL of them. This usually means it is a refurbished machine. Tightening the screws did not resolve the issue.

I then contacted a colleague who runs his own computer repair business and discussed the matter. He concurred with my theory that it was indeed a refurbished unit. I then called my Case Manager at HP who became very angry with me when I suggested the unit was refurbished. He said that he needed to discuss this with his superior to see how to handle the situation now but insisted vehemently that it was not a refurbished unit. The CM promised a resolution before the close of business that day and a return call before the evening. As expected, no phone call. No phone call the next day, either. I had to call HIM back. He said they wanted PICTURES of the unit. PICTURES?!?! There is NOTHING to take pictures of! There is no external damage. He clarified with saying they wanted pictures of the loose screws. This was outrageous. I needed a working machine, which was promised to me several times in the past month and they wanted me to play photographer. Not acceptable, so I called Corporate.

This is where I learned the “buck stops” with the Case Manager’s Dept. but was offered a “Second Opinion.” This is where they refer the case to another CM for their input. Yet another delay.

Let me back up a bit. I was first promised this replacement well before Christmas. In fact, the events went thusly: I was first promised a replacement by the 13th of December, then when the 13th arrived, I was given a “window” of Wednesday, the 15th to Friday the 17th. Then he promised me “sometime the week after Christmas.” I was patient and agreeable, and told him that as long as I received it before the 3rd of January, that would be fine. They could not even deliver before then. In fact, I FINALLY received it on the 27th of January.

This is completely unacceptable. There comes a time when policies & procedures need to be set aside in the interest of Customer Service. Apparently, HP feels it’s policies & procedures are more important than the customer. In fact, through all of this, they feel they handled this situation “appropriately.”

I guess the days of HP being customer motivated & oriented are gone. They have lost a long-time customer and I encourage anyone with electronic needs to go with another manufacturer. Over the years, their quality of merchandise has also suffered greatly.

Also, I seriously doubt anyone in support (Case Managers, techs, ect.) speaks English as a first language. These people are difficult to understand, at the very least. HP needs to hire QUALIFIED staff that care and SPEAK ENGLISH!

UPDATE 2/19/2011: HP finally sent a working replacement. A flimsy POS but working. Also, in response to my letter to the CEO Leo Apotheker, I recieved a phone call from another Case Manager (go figure, huh?) "inviting" me to call back should I have any further issues.