Hewlett-Packard Company Complaint - Poor Service, Horrible Communication
MAPLE SHADE, NEW JERSEY -- This is it! I've had it!
I'm here to tarnish the reputation of a company that employs over 140,000 people in 178 countries for the personal hell they have put me through, but let me begin at the beginning...
I use my laptop for a variety of things... work, hobbies (like music composing, writing, and my game programming), Gaming, and for basic Internet use (email, web surfing, etc...). Needless to say, my computer plays a very large part of my life, so when my Gateway laptop was starting to show its age, I decided it was time to get a new laptop.
I did not have a bad experience with Gateway. The laptop lasted about 4 years and its battery had to be replaced once, but that was the worst thing that happened. At the end of its life, it had a malfunctioning Optical drive, one bad USB port, and a battery that can't hold a charge. It also overheated and shut off while playing games frequently.
I did not make the decision on a new laptop lightly. I compared laptops from IBM, Dell, HP, Sony, Toshiba, Acer, and Gateway. I compared them on price and on available specs. Over all of these companies, HP came out on top as far as amount of technology for the price. I finally settled on an HP Pavilion dv8000t . This machine was perfect combine good graphics technology with a good amount of RAM and a large enough hard drive. It could even support 2 hard drives! And the full sized keyboard with a separate number pad was also a great benefit. In all, I loved this computer.
I bought it in May of 2006 shortly after Memorial Day, I ordered it over the phone with the rep from HP, who was really great, and I received it about a week later. Shortly after that I developed lines on the screen. You know those long vertical lines that go from the top of the screen to the bottom. They spread like a cancer and so I was forced to send in the computer to have it replaced. No big problem there, they replaced it within 3-5 days and the newer model worked fine.
Fast forward 14 months....
August 18, 2007 - while playing my MMORPG (as I do most evenings), the whole system suddenly freezes and then the screen becomes overlaid with green static. Imagine the "snow" you see on a TV screen but green. Now imagine seeing your normal windows desktop behind it. Now my computer won't boot into windows normally, it just locks up. I boot it into Safe mode and It comes up after about 10 minutes saying that the video drive is malfunctioning.... oh and I still have the snow. As a computer programmer and technician, I'm fairly sure that what happened was that due to overheating, either the GPU (graphics processing unit) or VRAM (Video RAM) was damaged. As all these components are on the motherboard so a motherboard replacement is what is required.
So... I do what any self-respecting PC owner does in such a situation, I called HP support. I have some problems with understanding the support reps thick accent, but I eventually get the service order written up.
August 19, 2007 - the empty box arrives and the computer is sent without the AC adapter of Battery as per their instructions.
August 27, 2007 - I get an email which follows:
At HP our products are designed, manufactured and serviced, to meet our high standards.
We apologize for the possible delay in delivery of your service; however, we are diligently working on expediting your order.
Service Order Number # *******
Model # *******
Serial # **********
We are striving to meet our estimated delivery date; in case where this is not met due to various reasons, an HP representative will attempt to contact you to communicate a new date and/or discuss possible alternative support solutions that could better meet your needs.
Please paste the link below into your browser to get shipment status updates and contact information:
Or contact 1-800-HPINVENT, where we are always ready to serve you.
Please do not reply to this email message, it was sent from an address that is not monitored.
HP Americas Consumer Support
OK, so I immediately call tech support to get an answer as to why the computer is being delayed a month! All they said is that the part is back ordered and that is the expected delivery date.
So I let time pass by. I'm using my Aunt's older Laptop to play my MMORPG so I can still play, and my game programming group has been very understanding of my situation. I also can do basic web surfing on my Wii. All in all, I've been able to get by, but I still miss my laptop
September 14, 2007 - I called tech support asking for an update on my laptop. I figured since it was only 2 business days before the expected delivery date (9/18), they would be able to tell me whether my part was in. All the person on the phone would tell me is that the computer should arrive by that date. ok.
September 17, 2007 @ 5pm - The order status still says the laptop has not shipped, so I access the online chat feature. All the rep would say is that it should arrive tomorrow.
September 18, 2007 - I call and they say that they are putting priority status on my order and I should receive an email from someone in the repair center. It never comes.
September 19, 2007 - I start a chat and they say that they are putting priority status on my order and I should receive an email from someone in the repair center. It never comes.
September 20, 2007 - I start another chat and that transcript follows. I changed the name of the rep because in reality it wasn't the rep's fault.
(Support Rep): Hello Ken.
(Support Rep): Welcome to HP Total Care for Pavilion Notebooks. My name is (Support Rep). How may I assist you today?
Ken Ward: hello
(Support Rep): Please go ahead with the issue you are experiencing with the notebook
Ken Ward: I am calling in reference to Service order ******
Ken Ward: here: (I paste the link with I have bookmarked)
(Support Rep): Could you please hold on for few minutes?
Ken Ward: ok
(Support Rep): I see that there is an video issue with the notebook and you have sent the notebook for mail in repair. Am I right?
Ken Ward: yes
(Support Rep): As the part needed to repair the notebook is back ordered, the notebook was not shipped to you on the delivery data.
(Support Rep): * date.
(Support Rep): I will send the request to the concerned department to ship the notebook as soon as possible once the part is in stock.
Ken Ward: Unacceptable doesn't even begin to cover it! This notebook has been in for service for over a month and you're telling me the part is still back ordered?
Ken Ward: I know this isn't your fault, but I'm very upset at the total lack on communication
Ken Ward: the last two people over there that I've talked to told me that I am to receive an email with information about this order
Ken Ward: I've received no email
(Support Rep): I can understand your concern but as the part is back ordered the notebook was not delivered on time.
Ken Ward: the order status screen isn't updated.... EVER
Ken Ward: today is 9/20, and it's obviously not being shipped by 9/18 and the original date was 8/24
(Support Rep): I see here in the database the delivery date was on 09/18/2.007
Ken Ward: I'm very unhappy with the lack of communication. I shouldn't have to keep badgering you people to get updates.
Ken Ward: I was originally told 3-5 business days from when it was received
Ken Ward: that would put it as 8/24
Ken Ward: but whatever.
Ken Ward: How long am I expected to go on with out this computer that I use for Work as well as Play.
(Support Rep): I regret for the inconvenience caused to you
Ken Ward: It is unacceptable that you could be out of stock on a part for a computer that's only 1.5 years old
(Support Rep): I have sent the request to the concerned department to ship the notebook as soon as possible.
Ken Ward: I realize that you're doing what you can
(Support Rep): I will see to that it will be shipped soon to you.
Ken Ward: ok, thanks. Bye.
(Support Rep): If there are any issues with the notebook, please get back to us to better resolve the issue.
(Support Rep): Thank you for using HP Total Care and giving us an opportunity to serve you through Real-Time Chat. We are available for assistance 24 hours, 365 days a year. You can contact us anytime at the following link:
So basically here I am 1 month and 3 days since I sent in my notebook and they're telling be that not only is the part still back ordered, but not even a clue as to when it will be in.
I know all the ranting in the world is not going to make a part suddenly appear, but they knew full well on 9/14 that the part was still on backorder. Why didn't anyone tell me then? Why hasn't my Order status screen been updated?
Thanks for listening to my rant.