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August 21, 2008

Hewlett Packard customer service sucks (possibly, blows)

Canadian Flea-readers considering an HP laptop - or a gold-plated warranty from Staples - should be advised the floor room sales pitch about repair times in the event of a problem is gold-plated bullshit. When I bought the computer I was told HP's service time was excellent and that repairs averaged three days; this was an important factor in my decision not only to buy the computer but to shell out for a three-year warranty.

I dropped off my laptop for repair August 5; two full days after it broke down... Staples would not take the machine without a case number and their customer service could not assign a case number due to being closed Sundays and holiday Mondays. Two trips to Staples and three very polite phone calls later and all the customer service people can tell me is HP now has the laptop and as of August 18 has ordered parts for repair.

No expression of regret and no apology, not even an expression of chagrin for being employed by tossers. And certainly no offer of compensation for my weeks of lost work on my music production machine. Hewlett Packard: You suck. You too Staples.

Posted by Ghost of a flea at August 21, 2008 06:21 AM

Comments

I had a conversation with HP Corporate earlier this year.

It seems that my five year old HP all-in-one printer is no longer "supported" by HP. So, when I upgraded my office machine to XP, I was sol. Which didn't, and doesn't make sense.

When I buy an office machine, I expect to get 15 years of service out of the item. But the new business model, based on Windows "we don't do dat anymore!" is build it, ship it, sell it and disown it.

I'm an OSU grad, a fan of Dave Packard, and know that many of Beaver Nation are aware of the role played by HP in our college community, and the synergy that exists between the corporate and college campuses. It was out of respect for this relationship I felt I needed to talk to HP before going out and buying a new printer: anything BUT HP.

Posted by: OregonGuy [TypeKey Profile Page] at August 22, 2008 01:03 PM

I went with an HP laptop in part because the office equipment I have requisitioned from them has been very reliable. And the laptop itself is a cracking little machine. It sounds as though the problem comes when their products are no longer working. It seems crazy not to properly support what they make having put the effort into having made it well.

My one consolation is Sony is reportedly much worse.

Posted by: Ghost of a flea [TypeKey Profile Page] at August 22, 2008 01:35 PM