Hewlett-Packard Company Complaint - Customer Service - HP Mini 110
LAKE ZURICH, ILLINOIS -- This is a letter sent to HP concerning my complaint. Since that time I have been assigned to another Case Manager that refuses to make contact. I have sent numerous emails to the CEO Mr. Hurd and always promised a contact but still no responses. Appears HP just wants to string you along until total frustration set in and you quit. I would not recommend any HP products based on my on-going customer service problems.
18 December 2009
3000 Hanover Street
Palo Alto, CA 94304-1185 USA
Corporate Complaint Department
An HP Mini 110 was purchased from Best Buy 14 October 2009. It stopped working within 4 days. Returned to Best Buy and they confirmed it was non-functioning. They did not have a replacement and suggested contacting HP directly. This time frame was when HP was changing over from XP models to Windows 7 and new models and Best Buy did not have any inventory for either model.
I discussed the situation with a Case Manager “J” and advised that I was departing to Asia for business and needed the Mini replacement before 9 November. Due to the model change over she could not get and guarantee that a replacement would arrive in time.
Case manager “J” and I discussed that my only option to get a working Mini before departing was to return to Best Buy, returning the non functioning unit and get and pay for an upgraded model and that she would send a replacement upon my return to the USA after December 1st.
I sent an email to Case manager December 1st advising my return and available to discuss replacement. I did not get a response so called the Case management line December 4th and was advised that Case manager “J” was no longer on this case as more than 30 days had elapsed and I would need to work with Case Manager “M”. He gave me a new Case number and claimed he would look into my complaint. I did not get a reply so called again December 11th for Mike. At that time he advised that no replacement would be available, as policy had changed since my initial contact with Case manager “J”.
I alluded to the email from Case manager “J” promising a replacement but Mike made all kinds of excuses as to why it could not be done. Conversation ended with his disconnect.
I expect HP to honor its commitment for the replacement documented in the email from “J”. I would not have paid for the second model from Best Buy if I thought HP would renege on its replacement offer. Rather I would have taken a refund and looked for a different manufacturer to meet my time deadline.
I currently own four HP printers and a fax machine and have purchased HP replacements when needed. HP has always responded with positive results when problems required a replacement, until this instance.
I am requesting a corporate review of my complaint and compliance to the commitment made by Case Manager “J”. Should a decision be made not to honor her commitment than I request an immediate refund and I will return to HP the Mini in my possession and allow me to purchase another more functioning brand.