We received the worst service from HP.
We purchased a laptop in fall of 2006 with the extended warranty. We do not travel with the Pavilion very often and it usually stays on a tabletop. Last week, I closed the computer for travel and heard a crack. The left hinge was broken. After further research, I found that HP offered an extended service for the left hinge on the Pavilions until May 31. Unfortunately, we don't travel with ours like most and the hinge gave out later than May 31. We contacted HP and spoke to great service tech, who asked his manager to authorize an extension on the service. The manager was gracious, approved the repair and offered an expedited service. We received a kit in a few days. Four days later, we receive a call from the "repair manager" named Julie who was angry that the repair was approved by "customer service" who has no authority over such things. When I explained what the situation was, she became more irrate and demanded my credit card number.
If a defective part is installed in a customer's computer, HP does not feel obligated to notify customers (even those who have registered) regarding potential issues. The customer is supposed to visit hidden pages on the HP site frequently to keep informed of any potential issues. To paraphrase Julie of HP, "We are not like the automotive industry. It is not profitable to inform customers of these problems or take responsiblity for defects in our product line. It is up to the customer to stay informed and be proactive. This is a profit center for us. We do not care about customer service... I want your credit card number so I can charge you for these repairs or I'll send your laptop back to you damaged via Fedex." When I repeated what she said back to her, she was silent. And then she said, "I meant possible not profitable".
Even though the original free repair was authorized, I now have to pay a "non-refundable" amount. She screamed this into the phone.
We all assume that when we register our computers and submit our email addresses, that HP will inform us of any recalls or extended service on defective parts or that our warranty will be upheld. Not so. Hewlett Packard does not inform customers of potential issues or defective parts. However, they will use your registration for list rentals. Alas, don't you love spam?
I receive one spam message per day from HP regarding great products and services for my HP Pavilion laptop. Yet it is not "possible" or "profitable" for HP to inform registered customers of potential issues, recalls or extended service packages. If they can offer me service for my particular laptop, can't they offer vital information that I want? All service packages have expiration dates.
Curiously enough, I sent the computer with a left hinge broken. According to Julie, both hinges are broken, the LCD panel is cracked and the latch is broken. I never sent it that way. Suspicious?
After discussing this with a couple of IBM experts, they believe that the laptop was broken in transit and Julie assumed the worst of the customer.
What was a free repair through an extended service package now costs $300.
I spoke with a nice service tech who apologized for Julie's behavior and attitude. He was absolutely helpful. Unfortunately, the damage is done. I will not buy HP again. I will not authorize my company to purchase HP products either and I have shared my story with all of my friends and networks. Julie has charged my credit card with a "non-refundable amount". The buck stops with her, so she says.
Thank you, Julie for helping me make a decision between IBM and HP. IBM was a little more expensive, but better service is worth it when you are running a company.
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