HP - Appalling Product Quality And After Sales Service
HP Envy Beats Edition Notebook - Complaint
SINGAPORE -- TO HP CEO,
I am writing from Singapore to you as I am totally disappointed with your product quality and especially the after sales service in Singapore. I purchased a HP Envy Beat edition notebook last year and started using only in June 2011. Within about half a year, the notebook failed twice. The 2nd time was in Jan 2012, the motherboard failed. As it was the 2nd time, I am quite sure there's some kind of fault with the notebook and demanded for a one to one exchange since at that time its still under warranty and expiring on Feb 2012. My request was rejected and the engineer by the name Tan, assured us that after changing to a brand new motherboard, it should be fine and and assured us that we can look up for him if encounter any problem within a year.
We therefore took his word for it hesitantly. Never did we expected the notebook to fail again within 4-5 months, in May 2012. And it was the motherboard again! We expected that HP Singapore will be more responsible to change it for us free. We made a complaint and one of the case manager, by the named of Umar [snip] who simply pissed us off. (By the way, the engineer Tan, we were told that he was no longer with the company and what he told us, was not recorded by HP.)
We then wrote in to HP USA, and not surprisingly, it bounced back to HP Singapore and another representative by the name of Provin, contacted us. It's a long story to go into detail what had went thru with the conversation with these 2 representative of HP Singapore. The main points that I wish to highlight is the insensitivity towards customer's feelings from the service staffs. Based on the number of times that the notebook was brought down to the service center within a short period of times, it enough evidence to show that it is a faulty one. And I don't think our request is so unreasonable.
In fact, end of the day, we had compromised to paying 50% of the charges but requested to have a free extension of the motherboard that we gonna pay to 6 months instead of 4 months that HP Singapore had offered. However, again, we are rejected. Worst, we received an email by another party by the name of Chua [snip] from HP Singapore, that we are given 14 days to accept the quotation, otherwise we will be charged even though we intend not to service it. We have never encountered a notebook that breakdown so frequently within a short period in the past and you guys couldn't even able to assured us of your product quality by simply complied with a 6 months warranty, Is this to show that your product quality is so poor to this extend??When asked about the caused of the failure, yours guys told me "Don't Know!" "Its Electronics!"
It's simply appalling to heard such words from a global branded company! Then my question is why should consumers choose HP than other brands? Why should consumers like me choose HP Envy Beat Edition rather than other HP lower range notebook?? Your Case Managers repeated mentioned they tried their best to "help" me by giving the discount which pissed me off. I am not seeking for your "Help!". It is not the matter of money but principle. Even with the 50% discount, my wife and I don't feel good accepting it as we felt cheated. I am totally disappointed with HP, the trust in your product and not to say the horrible after sales service. And to highlight to you, both case managers spoke English with different accent, which I believe are foreigners, which I had a hard time figuring out what they trying to say most of the times. First it came the unsatisfactory service, then now came the threat that I had to made up my mind within 14 days whether to accept such offer. I wrote in to US, and bounced back to Singapore. I really don't know what the hell is going on with you people.
My notebook is still hanging at the service center Singapore and it seemed I have no choice to accept the bullish offer. I think you can forget about your company's philosophy under "Customer Loyalty" which is to "TO provide the highest quality of equipments and Service".To savage the last piece of trust from me and other consumers, I hope that there's a certain reply especially from the CEO because this letter suppose to direct to you. Hope you won't disappoint again. The reference number of my case number in HP Singapore is Case ID: 4640030990.