Mr. Mark Hurd,
You of all people should understand what it means to take care of your customers.in case you forgot, let me remind you that your $40MM Salary w/Bonuses is paid for by us, the customer. I find it amazing how quickly your staff is to sell a computer to the public, but how much money your staff wastes on taking care of the issues with all the back and forth of phone calls that 6 months later are still nowhere near being solved.
After filling out your surveys, talking to your staff, and spending endless hours ogmy time trying to resolve my HP computer issues, I find myself with no other option but to bring this to the publics attention.
From one CEO to another, this is the last avenue that I wish to take, however, I cannot keep losing money because your staff fails to commit to their promise. As a young owner of a financial company, I had to learn the phrase under promise and over deliver. Some of your staff members my need to undergo some more training as to what that means. This letter will speak volumes of how much HP cares to resolve their issues.
In this economy Mr. Hurd, I am shocked, as many others will be, to the following rough outline of what I am currently going through.
July—
1. I purchased an $1800.00 computer in July. I was told 1 week to deliver, it came 3 weeks late, and with the wrong software.
2. I called the overseas department, spent over 4 days talking to them about getting me the correct order. After hours of discussion with the horrible language barrier, I had to put up another $1800.00 for another computer, and was told that I would get a refund once the first computer was returned with in 5-7 days. It took almost 2 months of waiting and fighting for my refund. I incurred interest charges on my card, which after more hours of proving my side to your staff, was finally refunded.
August -
3. The second computer came in, this time your department in China put on Vista 64-bit. Unfortunately they messed the order up again. I had ordered Vista 32 Bit. Now most of my programs would not work. Again hours of discussions with a language barrier, I again had to put up another $1800.00 for the third computer to come in with the correct OS.
October
4. My fingerswiper and harddrive stops working. (dumping physical memory). I call in and spend two days with your tech support in the Philippines, to only reformat my computer, and the issue was still not resolved. More days to come with Case Managers. The Case Managers send me out a fingerswiper and two 120G harddrives, or my other option was to send in my computer for 4-6 weeks. Unfortunately, you should of all people know as a CEO, that your life is tough without a computer for more than a week.
March
5. My computer will not boot up. My screen goes black and a message appears "Operating System not Found". I spend over 5 days speaking to your Tech support, each time having to repeat all the steps above, dealing with the language barrier, and again coming to no solution. I spent over 100 hours being thrown around from the Philippines to the Case Managers. The computer finally starts to boot, but when I do a restart for shut down and then immediate restart, the same error message comes up "Operating System not Found". I have to wait 5-10 minutes with the computer off, or even sometimes, take out the hard drives and put them back in before my computer works.
End of March—
6. I speak to a case manager, who looked over my file and said that he would call me back once your systems were back up and send me out a new computer. I wait almost two weeks. No call. I call back, and get a new case manager, of course there is no record that I spoke to someone, and I have to repeat all the steps above to the new case manager. He said that he cannot send me a computer, and that I can only send mine in for repairs. I told him that I couldn't for two reasons, 1. I can't be out a computer for 4-6 weeks, and two i
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