Hewlett-Packard Company Compliment - Outstanding support from HP
MANHATTAN BEACH, CALIFORNIA -- I bought an HP Pavilion DV6000 laptop almost a year ago. The keys began falling off, the power cord became frayed and the wireless connection was intermittent at best. I contacted HP tech support and was relieved when the person that helped me was located in Canada and spoke perfect English. There was no delay in the conversation as with overseas calls and I never once had to ask her to repeat what she said.
She asked my permission, then took over control of my computer, in order to diagnose the problem. She ascertained the laptop needed to be sent in for repairs. She dispatched a box, which I received in 2 days and a replacement power supply which arrived in 2 days also. After shipping my computer in, it arrived 5 days after it was sent, complete with a new motherboard and keyboard.
Before sending the computer in, HP suggested I back up the hard drive. They advised me on how to do that, then stayed on the line while it got underway. They called me back to make sure it was completed. I have received 3 callbacks from them making sure I was happy and the service was completed.
I have had 3 Dell computers in the past and I doubt I will ever go back. At least not as long as their tech support remains at the bottom of the bottom. Dell started out so great, but they lost me when they outsourced and caused me so much frustration. I would send in the computer and it would be returned unrepaired. Communication problems and utter frustration. As long as HP maintains its outstanding customer service, I'll be loyal to them.
I have to add that I happened to discover a problem with the wireless connection the first time I tried to use it. It so happens the problem was caused by a faulty motherboard. I was 23 days from being out of warranty, so I was lucky and was able to have all the problems resolved without cost. I might not be so happy if I hadn't tried out the wireless until 25 days later.
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