Hewlett-Packard Company Informative - HP Laserjet 3055 major hassle getting warranty service
SAN DIEGO, CALIFORNIA -- After about 8 months of use, the HP Laserjet 3055 All-in-One that I paid over $500 for, completely died. When you turned it on, nothing would show up on the LCD display at all, and it refused to do anything i.e. it couldn't print, copy, fax or scan. It had become a totally useless piece of garbage. At HP's instructions, I took the machine in to a local "authorized repair facility". Long story short, over a month went by and still I had yet to get a working all-in-one back. I was told by the repair facility that they were waiting for a part that HP had told them, was on back order, and no one knew when said part might be available or when the machine might be returned to me in working condition. Obviously this was totally ridiculous; I had already been forced to go out and buy another (much cheaper) all-in-one for my office, because we couldn't exactly function for 30 days without a fax machine or a printer. I finally became so irate that I wrote a scathing letter to CEO Mark Hurd at this address:
Mark Hurd, CEO
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
I sent the letter via overnight express mail at a cost of $12.00 which may have been overkill, but I was trying to get the attention of someone at HP who would have the authority to actually get me a working machine without any further hassle. This plan worked out great: 2 days after sending the letter, I received a phone call from a very pleasant man from HP Corporate who was of course extremely sorry and assured me that a working LaserJet 3055 would be shipped to my office via overnight delivery. The next day, which was today, the machine arrived and it does indeed work.
While I think it's great that HP finally did what they were supposed to do (honor their warranty), it's pretty sad that it took an enraged letter sent via snail mail to the CEO to get the kind of service that should be automatic in a situation like this.