Notice of criticism that I sent to horsepower on 3/7/07 uses. Allegedly, horsepower called my criticism for reaction after I followed-up by telephone on 3/14. After I called again on 3/15, the repetition explained he didn't understand when/if horsepower might react, and he also explained he couldn't provide me contact info to check on more.
RE: Hewlett Packard
This Can Be A criticism about Hewlett Packard Company’s (horsepower) items and client service/tech support team (client service). Details follow.
Items. Because around middle-1998, I've/my buddy has bought for ourselves as well as for our mom several HP Pavilion desktop computers, two Compaq Presario desktop computers, one horsepower Media Centre laptop, one HP Scanjet, three horsepower all in-types, and three models. The three horsepower/Compaq computers that people have purchased since Dec, are of the significantly lesser-quality compared to prior HP/Compaq computers that people bought:
• Among The DVD/Disc drives within the HP Pavilion that my buddy purchased in regards to a year 5 previously had a meltdown within months of the purchase. HP changed the push, however the pc includes a cosmetic defect due to the meltdown.
• In December, that will be roughly two plus one quarter years back, we bought an upgraded Compaq Presario for the mom, who's a senior on the limited revenue. She depends upon her pc to retain in contact with relatives and buddies who stay all around the Usa, in addition to in Europe. Because about fourteen days before, there seems to be an issue using the OS. No picture looks about the check, and that I realize that the contacts, wire, and monitor aren't reason for the issue. Changing the graphics card didn't solve the issue.
• In July, nearly ten weeks before, I bought the HP Media Centre notebook for myself. I've used it hardly any.in planning to go to my mom a week ago, on her to make use of till we are able to organize/manage to possess her Compaq Presario fixed, I came across the notebook doesn't run, possibly Having A/D or with electric batteries, and that I can't operate the lock to start the battery area.
On the basis of the three above-reported issues, particularly since the last two occurred within such close proximity one to the other, I had been contemplating not buying another HP/Compaq item. After my communications with HP’s phone tech support team on March 2, which morning, I will no doubt not buy another HP/Compaq item.
Customer support. On March 2, upon finding the issue with my recently bought HP Media Centre laptop, I telephoned HP’s tech support team, at 800.474.6836:
• I was about the phone for nearly one-hour, starting at 8:49 P.M. I calculate that atleast 50% of this time around my phone was positioned on store.
• After I supplied the required data towards the automatic program, a note explained the notebook is “out of warranty.” is that this a by horsepower to prevent praising guarantees?
• I talked with four individuals, who recognized themselves as Eric, Paul, Nancy, and Sharon. Speaking using the two women was exceptionally challenging simply because they talk bad Language.
• both women declined to precisely create a report of the issue that I had been revealing. Them both insisted that horsepower changing the A/D adapter might solve the issue. Many times, I'd to convey that changing the A/D adapter wouldn't solve the issue, because the notebook won't run with electric batteries, both. I advised them that I really could not start the battery area.
• On March 5, a FEDEX consultant advised me that horsepower supplied an inappropriate block address. I'd to provide FEDEX the right block address, which delayed my bill of the mailer that horsepower delivered to me to make use of, allegedly to come back the laptop.
• both women lied in my experience, by informing me that horsepower would substitute my laptop. I became conscious of the rest this morning, after I popped the mailer and discovered a fix info linen with no details about an upgraded laptop. The rest was established after I telephoned HP’s tech support team today.
At around 4 P.M. Today, I telephoned HP’s tech support team another period, to demand that horsepower substitute the notebook, as have been mentioned using the two aforementioned women:
• This phone, also, required roughly an hour or so, with about 50% of the time on-hold. The only real good element was that Sean is definitely an American who speaks Language that's clear. Since I have bought the merchandise from an American organization, I be prepared to keep in touch with individuals who speak Language that's clear.
• the very first individual with whom I talked, Sandra, was very hard to comprehend, just like Nancy and Sharon. Per my demand, she stated that she fixed my street address. As she required, I recognized myself, and that I supplied the situation number, purchase number, item number, and serial number. I'd to replicate a number of these details to another person, Sean.
• Sean was enjoyable, and he seemed to be customer service focused. Nevertheless, talking to him was a waste of period since he's no expert to deal with the problem, and, he explained, he couldn't achieve an accessible individual to whom to move my phone “to escalation, ” despite many efforts.
• After losing another time this morning, the issue nevertheless stays/I proceed to not have the ability to utilize my laptop. I can't waste anymore of my time-on the phone with horsepower. I'll not FEDEX my laptop to horsepower to possess it fixed.
Quality wanted. To solve my criticism, I'd like horsepower to consider the next motion. The quality that I'm seeking considers the roughly two hours of my period that horsepower has lost since March 2, in addition to the reality that I've not had the opportunity to make use of my notebook computer which my mom hasn't had the opportunity to make use of her PC.
1.instantly to deliver in my experience prepared confirmation that horsepower may substitute my laptop having a fresh (i.E., not restored) laptop using the same or greater requirements.
2.instantly to deliver in my experience the paperwork, including FEDEX brands, to come back my laptop.
3.instantly upon its bill of my notebook computer, FEDEX in my experience the brand new notebook computer.
4.incorporate about the new laptop Microsoft Office House and Pupil 2007 and Microsoft Office Author 2007.
5.instantly repair, including copying documents prior to the repair, my mother’s PC free of charge, including no delivery cost in either way.
I'll enjoy an answer by March 16, possibly by normal mail or by email.
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