Hewlett-Packard Company Complaint - I am so disappointed, I really Liked HP
This is a copy of just one of the e-mails I have sent to HP. There is no way to get a message to a person of authority, so this is the best I could do. I am so disgusted/disappointed/frustrated I can hardly stand it. This used to be a really good company, I supported them. Now I don't know what to think!
To: Ms. Rosemarie Thomas, Secretary to the Board of Directors, Hewlett Packard Corporation:
I have used many HP products in the past, and was satisfied. When I purchased my very first home unit I had a horrible experience with my HP Pavilion dv9000 series laptop. From the beginning there were issues with the memory and frequent shut downs. Fortunately I had a warranty and used the support available. I was told by the technicians that the problems I was experiencing were errors I committed in usage. As a casual computer user I took them at their word. I find now that my problems were in reality related to nVidia causing a problem with motherboard, memory, etc. Long story short, my machine went completely out of service just AFTER my warranty and an extension issued by HP had also expired. The unit was literally smoking. At the time I was in a bind, and purchased another machine and placed the old one in the closet.
A few months later, I happened to overhear a conversation regarding the almost the exact experience with the HP Pavillion dv9000 series. The gentleman informed me that HP had promised to do the repairs for free since it was an intrinsic problem with interactions of software and hardware. I was so excited because I really did prefer the Windows XP to the VISTA I now used, and erroneously thought that HP was concerned with keeping long-term customers satisfied. I do believe this problem with products and services is quite widespread, based upon the review of message boards for HP and for your competitors. I have contacted the office of the CEO office previously and received a pre-formatted e-mail response...shoddy service again! I have tried the on-line chat (disconnected 3 times!) I have tried calling (several lengthy phone calls, and the poor men in the off-shore call center were helpless to address the situation, plus the communication was strained due to my inability to understand them at times.)
The most appalling thing that I find with the whole situation is that when I finally spoke to the so-called supervisor, and asked to speak to his supervisor regarding my displeasure...I was told that "upper level supervisors don't talk to customers, I have the authority to make this decision. The best I can do is a repair for about $300.00 US. Your machine failed outside the extension. You should have kept up with the updates on the extension we put on the website (Monitor a website for a product that is no longer functional...that is certainly an interesting way to spend my valuable time!). This is really not our problem, at this point we are doing you a favor." I was also informed that to pay for the repairs I had to verbally give my credit card information to him. It cannot be reasonable in these days of on-line theft for HP to seriously expect a customer to give sensitive financial information by unsecure means!
I paid over $1500.00 US 3 1/2 years ago for a piece of equipment (not to mention the purchase of an expensive printer/FAX/scanner at the same time!!) and you are doing me a favor by repairing it for about half the cost of a new computer today? Even though this is a problem regarding the software and hardware that HP designers chose? I don't think so.
I am requesting again that the repairs be made at no charge to rectify the problems I have experienced.
I have told this story to anyone I know considering a new computer or other technology. I work for a large university and am on a committee for new technology purchases. During our meetings HP has been discussed as an option, but several other people have also not had good experiences with customer care. Bad customer service damages your reputation and in the long run will cost you a great deal of business. In this economic climate bad experiences by even a few people can have a ripple effect on your bottom line.
I am requesting that you forward this correspondence to the appropriate person or persons on the board of directors. In addition, I hope this e-mail may inspire someone at HP to consider a review of your customer service policies, call center standards and to also take a hard at whether or not your choice to operate in this fashion will allow your company to continue to prosper in the future.
Thank you for your attention in this matter, I eagerly await your response.