Hewlett-Packard Company Complaint - Defies basic logic: HP Warrantee Useless
PALO ALTO, CALIFORNIA -- At the end of August I purchased an HP wireless keyboard and mouse as a replacement for an HP hardwired keyboard that conked out after 14+ years of service.
On October 3, 2006, about 36 days after buying the unit and using it without problem, the keyboard stopped working. After confirming that the issue wasn't battery or software or PC related, I went to HP's web site for technical help, where I found next to nothing.
So I called the indicated phone number for technical assistence and was connected through to a techie in Asia to whom I described that this was an add-on HP product that was working on a Dell just fine on moment, and quit the next. Techie tells me that he can not help me because the keyboard wasn't original manufacturers equipment attached to an HP computer and he transfers me. I go through the exact same name, address, blah, blah, blah and the techie tells me that he can't me me, and transfers me to someone who can help me. This happens three more times before I get "tense" with the situation.
I finally end up with a woman who speaks English clearly, and again, we do the name, address, etc. waltz before she tells me that she can't help me because I don't own an HP computer, but she guarentees me that she will transfer me to someone who will help me.
Now I end up at MicroInnovations who apparently has a relationship with HP for warrantee issues and the guy tells me that he will email me a claim form that I need to download, complete and return to HP for a replacement keyboard - in six to eight weeks!. So I ask the guy, how am I suppossed to type my password to retrieve this email if the keyboard doesn't work. He tells me that he can either fax it, or snail mail it. So I ask him, what am I suppossed to do without a keyboard for six to eight weeks and he tells me that - and are your ready for this - I could go out and buy a keyboard for for under $10 at Best Buy to use until then. When I asked if HP was going to reimburse me for this keyboard, he tells me that they won't. He then ads that I need to ship the keyboard that is broken in back to them in the original box. Who in the hell keeps the original box for an item that has been working perfectly fine for a month?
So at this point, I spend a half hour looking up the main switchboard number at HP, and I call, and explain how this has become something other than just an issue about a keyboard that doesn't work and I was transferred to their Executive Care Representative Department (ECR) where I get connected to some woman, and here is where the story gets ugly.
The woman who works under 'Jeff Utigard' (VP of the area that is suppossed to take care of matters like this) cops an attitude with me and starts getting nasty and tries to pin the malfunctioning equipment on me. So when I honestly tell her that if this is the best that HP can do with a lousy $55 dollar keyboard, how are they going to deal with $33,000 worth of printers that a a client of mine is going to order? She gets pissy and after three hours or getting the runaround, I ask four times to speak with her supervisor, each time she refuses. The call ended.
I wish I could come up for an excuse for this type of runaround, but I honestly believe that HP isn't intersted in consumer service. If they could, they would pin signs on every consumers back that say "kick me" if they could.