Monday, March 24, 2008

Here is my story. I own an HP laptop Pavilion dv 9000 which is still on warranty (it was 83 days left, by the day of my first contact with hp support) the computer was purchased, from eBay online reseller from USA, was registered with HP and accepted as warranty legitimate item, which was confirmed by my first contact with HP support, on Sunday March 9th 2008 around 6 pm Atlantic time.

I spent about 2 hours, trying to solve a technical problem occurred to my computer that day. After doing all these steps required by the support person, I was told that my computer has a major motherboard problem (I have to mention that the computer wasn’t misused or physically damaged), which has to be fixed, in the HP service center and they going to send me a package for my computer to be shipped to the nearest HP service center. The person filled out all needed forms but at the end of the process, he said that their system cannot accept my Canadian address, and I have 2 options or to provide an address in USA (which I don’t have) or to apply to one of the local store like STAPLES, as it’s associated with HP, where I’ll be charged for fixing my laptop. I was told that there isn’t any opportunity to ship or deliver it myself to the service center. So I decided to contact HP by email and here are some of the responses I’ve got:

Mon, 10 Mar 2008 03:17:28 +0000 (UTC)
Dear Amil,
Thank you for contacting HP Total Care.
From your email, I understand that you are experiencing the startup issue with your notebook. Let me assist you in this regard. I have reviewed your message. I apologize for the inconvenience caused to you. It is apparent that this issue requires the personal attention of a Case Manager. Sincerely,
Aspen HP Total Care

Mon, 10 Mar 2008 06:18:48 +0000 (UTC)
Dear Amil,
Thank you for writing back
I would like to inform you that the whole history of the case is escalated to the Quality Case manager. The quality case manager will go through the case and will call you soon and the case number for your request is I would like to inform you that the whole history of the case is escalated to the Quality Case manager. The quality case manager will go through the case and will call you soon and the case number for your request is <<<8009428255>>> and it will be the reference number when you get a call. Also, I would like to inform you that, as this is an escalation process, the further actions will be decided by the Quality Case manager only. I assure you that this matter will be resolved at the earliest. Sincerely,
Aspen
HP Total Care

Tue, 11 Mar 2008 20:14:50 +0000 (UTC)
Amil,
Thank you for writing back to us. I apologize for the inconvenience caused. I have checked the case history and found that a case manager has already taken authorization of your case and he will certainly get back to you with a resolution.
Sincerely, Aspen
HP Total Care

Mon, 17 Mar 2008 12:57:05 +0000 (UTC)
Hello Amil,
Thank you for writing back. I apologize for the inconvenience caused to you. I have once again forwarded your case to the concerned department with higher priority and you will be receiving a call from the case manager very soon. I once again apologize for the inconvenience caused to you in this regard. However, if you need further assistance, please reply to this message and I will be happy to assist you further.
Sincerely, Gavin
HP Total Care

Sun, 23 Mar 2008 13:11:31 +0000 (UTC)

Hi Amil,

Thank you for writing back. I sincerely apologize for the inconvenience caused to you in this regard. I have once again forwarded the information to the concern department with the high priority and this time I assure that you will receive the call from our case manager regarding resolving the issue with notebook. If you need further assistance, please reply to this message and we will be happy to assist you further.

Sincerely,
Daniel
HP Total Care

Date: Mon, 24 Mar 2008 17:19:41 +0000
Feedback to HP CEO and President Mark Hurd


Thank you for taking the time to send HP your comments.
We apologize for the difficulties you've experienced.
Your comments have been forwarded to the appropriate
people within Hewlett-Packard for their information and review.
Your input is important to us and very much appreciated.

Sincerely,

CEO Customer Relations

And so far nobody, contacted me, about fixing the problem I was put on hold, for that long. And the whole thing isn't about HOW to repair the computer, it’s all about to fix OR not to fix it, the computer is covered by warranty in Canada and US.

I have to tell that I am a photographer and carry on very important social project for a non profit organization that provides home and work for people with disabilities in rural Cape Breton, Nova Scotia; in June it’s going to be 25th Anniversary of the organization and one of the things that are planed for that even - it’s a photo exhibit which has goal to reflect unique values of people with disabilities and their integration into society.

It’s a huge project which involves scanning old pictures and slides as well as editing, printing and framing contemporary photographs. I am in charge of this project and the successes of the job can be seriously affected by not having the major tool required for it. Fairly, I can call myself calm and reasonable person, but the fact that I face an example of poor and irresponsible computer support, from being just a technical problem became something that affects my sleep, rhythm of life and well being in general.
the story was posted on Service Untitled

http://www.serviceuntitled.com/interview-janice-liu-of-hp-part-1-of-2/2006/09/12/#comment-509499
Posted a complaint at Better Business Bureau

bookmarked on del.icio.us
the story posted @ hellopeter.com
bookmarked @ http://muti.co.za