My complaints should be directed to three areas:
1. Delivery of items ordered.
2. Customer service.
3. Sales practices.
Item 1 – Incomplete Order & Customer Service Failures
Failure 1.
Upon arrival of shipment I completed an inventory and noted the OEM Vista 64 bit Ultimate disc was not enclosed as requested and assured it would be during ordering.
Failure 2.
Customer service call number one on Friday, 11 September, to request the disc, resulted in a supervisor (Lynn) assuring me my case would be submitted to a case manager and elevated to highest priority, insuring a call from a case manager no later than 48 hours in business days, or Tuesday, 15 September.
Failure 3.
I received no call within the allotted time. I waited until Friday, 18 September, and reinitiated a call to customer service. I recalled customer service and spoke extensively with Sophie, re-explaining my situation to her. She then assured me, as had Lynn, that my case would be elevated to highest priority and addressed by a case manager within 48 hours, or by Tuesday, 22 September. She left me a voice mail with that message. During my conversation with her my requests for a specific time, date, and name from whom I should expect the call were denied, which is failure 6.1.
Failure 4.
I received no call within the allotted time yet again. I again waited until the subsequent Friday and recalled customer service. I again restated my case and made it clear that I expected to receive a call from a case manager my Monday, 28 September. I have received no call from a case manager.
Failure 5.
On Tuesday, 29 September I recalled customer service and spoke with three different parties, Sorrial, a customer service agent, James, a customer service supervisor, and Abby, whom I was told was a resolution manager and would be able to facilitate my case. It turns out she was also only a customer service supervisor. I spent another hour on the phone restating my case three times. I left them with the ultimatum that I receive a call within the hour or the matter would be submitted to the BBB.
Failure 6.
I have never been provided with a case number during this process.
Item 2 – Sales Practices and Failures
Failure 1.
Terms for shipping were not disclosed on application for financing, delaying ordering until reshipment of order could be arranged. The terms required the shipping address to be the same as the billing address and I needed it shipped somewhere else but could not change the address after application was submitted.
Failure 2.
Due to delay caused by the undisclosed billing/shipping, the terms for financing changed from 12 months @ 0% to 90 days same as cash, far less attractive and placing an onus on me for arranging payments in excess of my budget to pay no interest.
Failure 3.
Shipping date projected at 1 September – prompted decision to spend extra for 2-day shipping.
Shipping delayed 8 days past projection – negating the positive effect of 2 day shipping, making my extra expenditure of no value to me, wasting my money.
My Terms.
The machine remains unpacked in the box. You send me the OEM Vista Ultimate 64 bit disc or send me a shipping label and refund all of my money, including the 2-day shipping. I have nothing to negotiate on the matter. I explicitly requested the OEM disc twice during ordering and I was assured both times I would receive the OEM disc. I did not pay an extra $299 to have a technician load the software on the machine, slap a label on the bottom of the machine, and become the owner of an HP-produced system recovery disc.
My Needs.
I not only need a quality lap top computer, which, by reputation, HP produces an outstanding product, but I also need a customer service department that addresses my needs without delay and obfuscation. Eventually the machine will fail and I will need prompt, competent customer service and my experience the past 35 days creates skepticism about HP’s ability to fulfill this need.
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