Dear Hewlett-Packard (HP): I want my computer back, please
by Thomas Brock - April 22nd, 2008.Filed under: Customer Service, Technology. Tagged as: , Customer Service, Hewlett-Packard, HP, PC, Poor Customer Service, Technology.
Remember when I said I was having PC problems?
I shipped the PC to HP’s warranty repair (thankfully, the PC is still covered) on March 27th. There was delay because I ordered an SATA hard-drive enclosure to save my data.
I was informed that the repair and return would be complete by April 8th (two weeks from shipment). Then, on April 8th was told that, due to backlogs, my PC would not be repaired and returned until April 22nd (another two weeks, for a total of four). Today, I received a call that my PC will not be repaired and returned until May 6th (another two weeks, for a total of six weeks without my PC).
Am I the only one that finds this completely unsatisfactory (and I admit to having more personal stake in this than anyone else)? What sort of “backlog” could possibly delay the repair and return of my notebook for 6 weeks (4 more weeks than I really think is appropriate)?
So, in an effort to find out what’s going on with my PC, I call HP customer service. After speaking with a representative for a few moments, identifying myself, my PC, and the purpose of my call, I was unceremoniously put on hold and forwarded to another representative. The second representative took my name, my telephone number, and asked the purpose of my call. To which I replied “I sent my PC on March 27th and have been told twice that its return will be delayed for a second time for a total of six weeks.” After detailing my issues, I was, again, unceremoniously put on hold and forwarded to a third representative.
The third representative was polite, but not very helpful. She said that “there is a shortage of parts at the service center that is the cause of the delay.” She was so un-helpful, that when I said “I don’t understand why it’s taking 6 weeks to repair my PC” she responded with “there is a shortage of parts at the service center that is the cause of the delay.” Verbatim, word-for-frickin’ word exactly what she had just told me. Even the intonation was dead-on. (My guess is that “there is a shortage of parts at the service center that is the cause of the delay” is the standard party line at HP.) When I responded with “Can I expect to receive a call on May 6th notifying me that my PC will be repaired and shipped on May 20th?”, Anna (the “given” name of the service representative) replied that my PC will most definitely be shipped on May 6th. (Who wants to take a bet?)
I asked ”Anna” if it always takes HP 6 weeks to repair PCs. She said that it didn’t and (wait for it) ”there is a shortage of parts at the service center that is the cause of the delay” and my PC would be shipped on May 6th. She also mentioned she would note my concerns and forward them to the service center. (Probably, right along with a note that says “This guy is an ass, don’t fix his PC.”)
Not only am I extremely disappointed (and flat-out irritated) that it’s taking HP (at least) 6 weeks to make what is probably a simple repair (it’s probably an entirely shot motherboard), but their customer service (which has been farmed overseas) absolutely stinks. The first two service representatives weren’t rude, but they weren’t paragons of courteousness, either. The third was nice enough, she just had nothing worthwhile to say except what was available through the HP website.
I’ve owned several HP PCs and printers over the years, including two desktops, three notebooks, and three printers, and I’ve mostly been satisfied with them. I believe I’ve bought my last HP product, though. Their customer service stinks, their products seem to be questionable, and they seem to have failed to grasp of a cardinal rule of maintenance management (have the parts you need to fix your product at all times).
I’m done with HP. I invite you to be done with them, too.
April 22nd, 2008 at 4:01 pm
Although I have issues (mostly of the political sort) with Dell, I have to say, I’ve never had a major problem with one of their products (desktop, PDA, and laptop). I did just recently have to buy a new plug for my laptop after about two years. Not a cheap date, and I understand it’s a common problem Dell should easily be able to address, but at least I didn’t have to send the computer back. That would kill me. Dead.
April 22nd, 2008 at 5:10 pm
Yeah, I’m not really happy right now.
I’m thinking my next PC will be a … (All right, John, I’ll say it…) Mac. And after seeing the prices, I’m going to have to start saving soon…
April 22nd, 2008 at 5:33 pm
[...] only has HP failed to repair and return my PC in a timely manner, but their online storage service has been offline for nearly a third of its lifetime (the service [...]
April 22nd, 2008 at 9:11 pm
[...] noticed that a reader from Porter Novelli, Inc. was reading my recent HP-related posts for two hours and fifty minutes this afternoon, so I did a search and found out that Porter [...]
May 1st, 2008 at 2:22 pm
[...] It seems that HP is doing more than just holding my PC hostage. [...]
May 6th, 2008 at 5:19 pm
[...] Today’s the 6th of May. Who wants to bet my PC isn’t being delivered? [...]
May 6th, 2008 at 10:18 pm
[...] more information, please see my personal blog, specifically the following entries: • Dear Hewlett-Packard (HP): I want my computer back, please • Hewlett-Packard (HP): Strikin’ Out Alls Over the Place… • Bloviations Welcomes Visitors [...]
May 9th, 2008 at 3:59 pm
[...] there some sort of conspiracy keeping my PC from [...]
May 14th, 2008 at 12:57 pm
I am having the same problem with my notebook.
It arrived in CA 4/3 and after 3 delays they have my notebook scheduled to be fixed by May 27th which will put it at almost 60 days.
I have a customer service guy handling my case and am waiting for his response as to why my notebook is still being held hostage.
I will never buy another HP notebook or computer as this is unacceptable.
May 14th, 2008 at 1:07 pm
Tom, I’m sorry for the delay you’re experiencing. My only advice is to continue hounding them. Send an email through their website, keep calling, and keep asking to have your issue elevated.
It shouldn’t take 60 days to repair a PC. If it does, HP should do the right thing and replace the machine with a brand new one.
I will also never buy another HP product.
I had been up very impressed of their PCs and printers, but their failure to understand customer service has cost them at least 3 customers.
May 31st, 2008 at 7:24 pm
I have the same exact problem now with my notebook. It is ridiculous to believe that they have had it now for over a month. I will never…as long as I have a choice buy another HP because of this.
May 31st, 2008 at 9:11 pm
Hi, John, welcome to the club, though I’m sad to say it’s not a very happy group.
You make the fourth (Tom from above, Stephanie Krieger, yourself, and myself) person that I know of to have support issues with HP.
It’s a sad state of affairs, and one that appears to have cost them at least 4 customers…
June 2nd, 2008 at 5:14 pm
I have been in HP HELL!!!! I can’t even tell you the nightmare here because it is now a 9 page document of just the facts.
I need a return address. I am beyond repair. Does anyoen have a repair address. I will love you forever!
Please help me get out fo hell!
June 2nd, 2008 at 5:20 pm
Hi, Kristin. I’m sorry to hear that you’re having similar HP issues.
What sort of “return address” are you looking for? Do you want the address for the repair center?
June 2nd, 2008 at 5:28 pm
My brand new laptop computer has been crashing over and over from 25 days after purchase and I want to return it, not have it repaired. It took them 5 months of hell on tech support, them blaming MS, to even offer me repair - Citibank has said they can help me get a refund but i must return it but HP won’t give out the return address. So I am online to try and find it.
I’ve had to spend $800 to get my data back. I am so done with HP.
Any ideas how to get a retrun address?
Thank yoU!!!
June 10th, 2008 at 11:22 am
It is now 67 days and the notebook still hasn’t been repaired. I am waiting for my 14 day extension call from some girl in India. Everytime she starts to say it is delayed I hang up on her. I have no desire to waste anymore time on some useless individual.
I have called my case manager who was supposed to contact the repairs service manager for some incite into the delay and he completely blew me off. I am suspecting there are serious problems with HP’s current repair services company as I can’t think of something else that would hold things up. I know my notebook is one they wish they never configured because of the heat issues but that is no excuse not to honor the extended warranty.
I am very close to getting the local news channel involved to investigate and uncover the issue.
June 10th, 2008 at 11:28 am
Tom, I’m very sorry to hear about your problems.
Do you have some sort of special warranty? The last case manager I spoke to said that standard 12 month warranty repairs had to be completed within 60 days from their receipt of the machine.
Have you tried the “Contact the CEO” web-form?
June 10th, 2008 at 4:41 pm
Thanks for your advice Thomas!
I just got off the phone with my case manager after threatening legal action. His first words were “Sorry!” and did we ever discuss a new notebook.
He did say that the finance dept doesn’t typically decline the claim if you have a warranty and the repair is over 30 days. In my case, being over 60 days, he was very confident it would be approved. I am hoping to have a new notebook by June 20 and it will be a huge upgrade from my old notebook.
Thanks again and good luck to those still fighting the fight!
June 10th, 2008 at 4:51 pm
Tom, congratulations!
Let us know if/when you get that new PC!
July 11th, 2008 at 10:59 am
Tom,
I have to ask . . . Did you ever get your new computer? My wife is having the same problem and I’m curious if your route worked out for you. Thanks.
July 11th, 2008 at 11:06 am
Nicholas,
No, I didn’t get a new computer. I did get the PC which was sent for repair sent back.
Good luck with your wife’s PC issues…How long have you been having problems with HP?
July 17th, 2008 at 3:26 am
We have had problems with hers for months. It has already been sent in 2 times for repair. The last time it took over a month to get it back. She just got it back yesterday and the screen has a large darker area. It’s still usable but very distracting. So it’s on its way back but this time it is now out of warranty so HP CS is going to try and make us pay for the repair. We bought her laptop shortly after I purchased a similar product. My screen hasn’t died yet but I don’t use it as much as her so I’m sure it will blow eventually. Sorry to hear that you didn’t get a replacement.
July 17th, 2008 at 8:38 pm
Nicholas,
Wow. I’m sorry to hear about your troubles…
I know there’s no real consolation here, but the best solutions I can offer are ensure HP hears your complaints, don’t buy HP products and don’t recommend HP products to friends, family or anyone within your sphere of influence.
None of the solutions are great shakes, but that’s really all we can do as consumers.
August 8th, 2008 at 12:04 am
Here is a similar HP Total Care experience that I have recently had with HP. I am an IT Consultant. We received 3 DV2000 series machines a little while back.
This is the THIRD machine that I have had issues with and had to send in to HP. The first was resolved after bein gone for 45 days, the second after 63 days and we are on 47 days now on the third machine with no resolution in sight. And I have a broken computer here.
On this particular repair, my notebook was shipped back to HP. 32 days later it was returned missing memory and the case was not put together properly and the problem was not resolved. Not to mention that it booted right up in to the Blue Screen of death. (You would think that they would test the machines before they are sent back). The case was so poorly put together that you could not plug in a LAN cable because the plastic housing was blocking the port.
Shipment was delayed 3 times on this. On the FIRST delay my case manager told me that I would have to wait for another delay before he could explore another resolution for me. On the second delay he told me I would have to wait for yet another delay before he would do anything for me. And the drama continued……
My HP Case manager (Who has always talked to me like I am 5 and beneath him) has told me to send it back again for another undetermined period of time. I asked for a replacement of the unit since it was already sent in and returned in worse shap then it was sent to them in and missing parts. He said absolutely not and that I would never get the machine replaced. Told me that I could accept a shipment of new memory (to replace the memory that they “forgot” to put back in) and fix the notebook myself if I wanted. He told me that I have to accept the resolution that he offers and that he is the end authority and answers to nobody. I called HP Executive customer care and they tried to assign me a new case manager and the request was DENIED. I called back the case manager and he told me that if I send it in again to him it will likely be past the warranty period by the time I get it back and therefore any other resolution would likely be moot anyway. My case manager has made it very clear that he is the boss of me and I can go pound sand if I don’t like what he says.
Bottom line, none of you are alone here in dealing with HP Total Care.
August 20th, 2008 at 4:25 pm
Hi Thomas,
I’m having the same exact issues has the one your blog post is about. My problem actually started in April as well (wireless card not being recognized, screen not turning on) but I finally sent it in in july. its been delayed 3 times now (so about 35 days) and I was wondering,
1) can i still get my case elevated to a case manager?
2) how much can they help me? do i actually have to wait until my 61st day? I would like to have my computer back before I leave for school (the 6th) and they said that the estimated time is the 3rd. I just don’t want to get delayed again to sept. 17th. how should i convey my msg with them in a results-reaching way?
thanks!
August 20th, 2008 at 7:52 pm
Hi again,
Just wanted to update the information in case anyone in the future reads this comment.
I called HP and requested a Case Manager. She was nice, spoke English and extremely helpful and understanding. She simply asked me why I had initially sent the computer in, put me on hold for several minutes, and came back to tell me that HP will be able to send me a replacement/new laptop. The laptop she configured for me has been a very nice upgrade on most aspects from my old laptop. She understood that the back order of parts will just prolong my repair delay for an unknown amount of time and was happy to help me out of my predicament. I only wish I had requested a case manager soon.
I hope anyone who encounters problems such as these will have their problems resolved quickly, or at least I hope that they get a case manager as helpful and competent as the one I got (her name is Jenine, for reference)
August 20th, 2008 at 7:59 pm
Connie,
Congratulations! You seem to have gotten the best deal out of everyone here!
I’m glad that you’ve gotten your PC issue settled with HP.
I would recommend, if you’re willing, to contact HP’s CEO, Mark Hurd, and detail your experience.
I’m glad that you found a suitable resolution.
Thomas Brock