Hewlett-Packard (HP): A letter to CEO Mark Hurd
Dear Mr. Hurd:
I would like to take this opportunity to express my complete disappointment in HP.
I purchased an HP Pavilion DV2310US notebook PC in May of 2007. In March of this year, the PC began to malfunction. It would not fully turn on and became unreliable. On 27 March 2008 I submitted an online service request and was informed that a box would be delivered to me for shipment of my PC to an HP service center for repair. The HP service center received my PC on 31 March 2008 and I was given a one-week repair time (meaning that my PC would be returned by 8 April).
On 8 April, I received a telephone call from the HP customer service notifying me that the repair would be delayed due to a parts shortage and that delivery would be 22 April (another two weeks for a total of three weeks).
On 22 April, I received a telephone call from HP customer service notifying me that the repair would be delayed, again, due to a parts shortage and that delivery would be 6 May (another two weeks for a total of five weeks).
Yesterday, 5 May, I called the HP customer service to inquire the status of my PC repair order. I was told by the representative that my PC was repaired, being checked for quality control, and would be delayed one day (to 7 May).
Today, 6 May, I received a telephone call from HP customer service notifying me that the repair would be delayed, again and in contradiction to the information I was given yesterday, due to a parts shortage and that delivery would be 20 May (another two weeks for a total of seven weeks). I contacted the HP customer service and spoke with a representative. He told me that there was no record of a telephone call yesterday and no record of any information regarding to my PC being repaired, receiving final quality control checks, or being delivered on 7 May. My record reflected that the repair was delayed and that delivery was scheduled for 20 May. I requested to speak with a supervisor and placed on hold. When the supervisor was on the line, he gave me the same information that the previous representative provided: That my PC was in a back-log due to a parts shortage and was scheduled to be delivered on 20 May and that there was no record of a telephone call made by me yesterday. I informed the supervisor that I was disappointed with HP’s inability to repair my PC in a timely manner. The supervisor, again, informed me that there was a parts shortage that was beyond HP’s control and that my PC would be delivered on 20 May and that the most he could do would be to request the service center expedite my PC’s repair, if possible. He was certain to inform me that there was no guarantee that my PC would be repaired or returned to me sooner than 20 May.
I have been a frequent and loyal HP customer for nearly 13 years. I have owned three HP/Compaq notebook PCs, two HP/Compaq desktop PCs, and three HP printers. I have purchased hundreds of HP printer cartridges. I have recommended to family, friends, and co-workers HP products. Unfortunately, I can no longer, in good conscience, continue to do this and will neither purchase nor recommend HP products in the future.
Thomas S. Brock
For 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 from Porter Novelli, Inc.
• HP Strikes Out: Loses Another Customer
• Hewlett-Packard (HP): Liars and Hostage-Takers
May 8th, 2008 at 9:47 pm
[...] just want everyone to remember that it took an email (also sent as a printed-on-paper-and-stuffed-into-an-envelope-and-stamped-and-mailed letter) sent [...]
June 8th, 2008 at 12:41 pm
I have an issue with HP as well and need Mark Hurd’s email address please.
Thanks…
June 8th, 2008 at 2:28 pm
Bill,
Thanks for visiting and for your comment. I’m sorry that HP’s poor service issues have struck you as well.
I don’t have a direct email to Mr. Hurd. This is a link to an HP webform that describes itself as “Send an email to Mark Hurd.”
I seriously doubt that Mr. Hurd actually saw the message I sent, but I can say that I received several telephone calls from case managers at the HP Headquarters.
I would recommend, in addition to sending the email message, that you send the message by fax, if possible.
Good luck, and I’m sincerely sorry that you’re having issues with HP’s service process.
July 21st, 2008 at 10:17 pm
Hey Mark turd, stop worrying about your combover and fix the damn laptops!
September 7th, 2008 at 6:38 pm
I have also had very similar problems, have received no response, 3 case managers, and somehow, after being told that purchasing a warranty would fix my computer and it would be sent back, I have to pay another $350. I’m either flying up to the headquarters (which would be cheaper than the $350 to get it fixed) or calling the Attorney Generals Office because its been 6 months, and hundreds of hours, tears, and dollars.
September 8th, 2008 at 7:58 am
I’m very sorry for your troubles, Mariella, and I wish that I could offer some sort of magic answer.
Have you tried sending an email through the “Contact our CEO” site? It’s certainly no guarantee for a solution, but it may help you.
Please let us know if/when you find a solution.
November 11th, 2008 at 10:41 pm
Please give me fax number for Mr. Hurd’s office. I hope he “hurd” your voice. I am having terrible experience with the $2000 notebook and I spent more than 6 hours of my time with a support person who did everything but to fix the problem on a net work card. I need to let Mr. Hurd or his buddies know about this and explain to them why companies like this will destroy this country’s image.
November 21st, 2008 at 11:35 am
how do I find the number to fax my problems I am having with my zd8000 lines on screen it keeps shutting down to thanks any help Deb
January 28th, 2009 at 9:22 pm
[...] Hewlett-Packard (HP): A letter to CEO Mark Hurd [...]
January 25th, 2010 at 1:56 pm
I’m embarrassed to say that I am a stock holder, former employee and current retiree of DEC/CPQ/HP, that for the past 20 years I’ve purchased for myself, wife and children in excess of 20 pieces of hardware with one of the aforementioned logos on it and swore by the products reliability and their fantastic tech support. I knew that many of the DEC engineers were integrated into the Compaq and eventually the HP personal computer line and personally knowing many of the engineering guru’s at DEC, there was no question that they would become the hardware leader in that arena.
I can no longer in good conscience speak of HP in that high esteem. I’ve spoken and chatted with way too many “Ted’s” whom have an uncanny resemblance to a Mr. Patel’s accent, and with no bias as to whom I deal with so long as my issue is quickly and decisively taken care of, I must say that the lack of Western culture fast paced expectations and colloquial usage of our language they are now certainly a new found language barrier between us and the support personnel. I could site many a chat session which ended up with me scratching my head wondering if the person on the other end understood what I was asking for, or merely had a template which states:
“I understand that you are having {insert problem} with your {insert s/w or h/w}, I am to be very honored to give to you my assistance in solving this issue; may I have your model number, serial number, date of purchase, place of purchase, phase of the moon during the time the sale was being recorded, the cost of a flight from the US to India on the day prior to your purchase, your height, weight, hair color, oh, please to forgive me if you are of the follicle challenged group …
… but I digress, yes, the CSR’s are not capable of supporting us the loyal customer base any longer, yesterday my oldest Sony, oops, I mean son who had purchased a competitors laptop with Adobe’s CS4 suite preloaded as he designs pieces for print, opened his new computer to find that it was not activated. He called Adobe’s tech support which indicated that he needed to wait and speak with the supplier of the computer. Not happy with that response as he needed to get right to work on a piece, he emailed Adobe’s CEO (an email readily available) directly, withing 20 minutes received a response email and within 10 minutes of the email arriving, he then received a call from the manager of Technical Support which stayed with him until the issue was completely resolved … this was on a SUNDAY! So, as most of us know, the stock has been very good to us stock holders in the past 10 years, so I’ve decided that it’s perhaps hit it’s pinnacle (as a -$2.00/share) on Friday would be a good indicator of, and am in process of liquidating my holdings with them and will use the profits to replace my wife’s piece of trash, 4 times repaired, still a piece of crap DV6…. laptop with a wonderful red horizontal line running down the right side of the screen, with a brand new *never thought I’d say this* oh, and it still feels funny, Apple MacBook. My two youngest sons have been deserters of the true and honored PC brand of computer for a number of years and they continue to rag on my wife about “what is a virus?” – “what is a malfunction?” – and I know they are very honest boys who would not try and fool mother, so, to appease my wife and to begin my own eventual ***Mac Migration*** … hey, it’s hurting a little less each time I say it. I also have a wonderful customer support experience to quickly say, I have a 32gb iPod Touch, the screen cracked, it’s not a covered Apple care part of the hardware but after going to speak with and I use to chuckle on this, one of there **GURU’s**, not only did they replace the iPod, but they extended my Apple Care for one additional year.