Hewlett-Packard Company Complaint - A Letter to HP - hp pavilion 774e desktop
CALIFORNIA -- This is a letter I sent to the CEO:
Dear Mr. Hurd,
Thank you for taking the time to read this letter. I bought a Hewlett Packard computer about two years ago and have had numerous problems with both the computer and the technical support. My purpose for this letter is to detail my experiences so that you, as CEO, can understand some of the problems your customers may be facing.
I bought my computer in April 2003. I bought an hp pavilion 774e at Best Buy with several upgrades including 1 GB of RAM and a 160 GB hard drive. I also purchased a three-year extended warranty. The serial number of my computer is MX.....1 in case you would like to review my history with your technical support.
At the time of purchase, I told the salesperson that I was interested in doing video editing. Not Spielberg mind you, but home which I would make and burn onto a DVD. A few months after purchasing my computer, I experienced my first major crash and had to reformat my main hard drive. I decided that my video editing program was not stable (I was using Pinnacle Studio 8 which is known for being pretty buggy). Therefore, I purchased an expensive but very stable professional video editor – Sony Vegas 4.0.
When the computer worked, I was happy with the results. The speed of the computer was good and I was able to create movies and burn DVDs. Unfortunately, I could feel the speed and accuracy begin to decrease quickly until it crashed once again. Every three or four months I would have a major crash. In all, I have had to reformat my hard drive at least eight times in the past two years. On these occasions, I called technical support for help. While they helped me reformat my hard drive, they could not (or would not?) fix the basic problem with the computer. I have asked numerous times to have my computer checked out. I have spoken to “Level 2” managers and was told that since everything seemed to now be fine on my newly reformatted computer there was nothing more that they could do. One manager told me that reformatting the hard drive every few months was probably a good idea.
Last summer, one manager suggested that the power supply which came with the computer might be insufficient. Therefore, at my own expense, I replaced the 200W power supply with a 350W one. HP has also replaced the hard drive and the monitor. Unfortunately, my computer just crashed again two weeks ago. I spoke to a manager who suggested that I purchase a new computer from HP. He also suggested that I purchase some spyware software from him. I explained to him that this computer is rarely online and has Norton Antivirus, Norton Firewall, and a couple of spyware programs already, but he told me that spyware was most likely the problem and that I should buy the $30 program.
I am now considering selling this computer and purchasing one from a different manufacturer. I cannot continue to use a computer which is not dependable and which crashes on a regular basis. I do not know what else to do. I bought this computer with the hopes of doing video editing and instead I have spent much of my time reformatting my hard drive. The technical support is barely adequate and pretty frustrating. The language and cultural barriers of your personnel in India only add to this frustration.
Thank you for reading my letter. I hope my comments can help HP improve their customer support and improve its name in the future.
Follow up April 8, 2005
After I sent the above letter, someone in their case management department called me. He informed me that this is most likely a software issue, but there is no way of knowing which software might be causing the problem.
While it was kind of him to call and talk to me about my computer, this information doesn't really help. I am using pretty mainstream software. I use Microsoft Office, Sony Vegas (for video editing), Adobe Photoshop Elements, Epson software for their printer, and Symantec Norton Anti-virus and Firewall. Oh yeah, I have recently begun using Firefox for my web browser.
I guess I'm feeling that we're playing "Pass the Buck" and I'm the one who has to pay. Am I being unreasonable in expecting a computer to operate without jamming up every few months? Is there a list of recommended software somewhere that I missed?
Anyway, the case manager has offered to have my computer looked at although he doubts that they will find anything since the recovery did take hold. I'll let you know what happens although I'm pretty much ready to dump it and buy a Mac.