Hi... My name is Zokey Evago, and we may have something in common! Did you purchase an HP laptop or computer in 2007 and called HP warranty support? Did you find the "Total Care" staff in India to be very polite, time-consuming, and utterly useless? Did the staff in India instruct you to re-install all the software? Did you make more than 4 calls to HP for troubleshooting? Were you told a case manager will call, but no one did? Were you told to call 877-917-4380 ext. 94 or 79 or 87 to speak with a case manager but got re-routed back to India or to a dead-end voice-mail? Was a promise-date to get a replacement part or product missed by more than 5 days? Did you answer yes to most of the questions above? If yes, please answer two more...
1). Do you have a record of your case number?
2). Did you spend more than 10 hours total (including calls-on-hold, reboots, re-installs, system recovery, re-program preferences, etc..) in the process of troubleshooting?
IF you answered yes to both (!) the above questions, you are not alone!.
The words Total Care, Warranty, Customer Service, Technical Support are meaningful and important to us. These powerful words create a image of integrity, create customer-expectations, influence purchase decisions, and carry a real responsibility... Do you feel that HP is genuine about the use of these words?
Please help us get the attention of HP's senior management in a constructive way. Become part of the solution. An open letter to the board of directors? A full-page ad?
Write about your experience. One or two lines is OK... More is welcome. To protect your privacy, do NOT include your name, and do NOT include your case number at this time.
Thanks for your time, respectfully,
Zokey Evago
Palo Alto, CA
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