So, I have this idea for an iPhone app. It’s not groundbreaking or even anything more than maybe ten people would want.

The idea: A BrockNet app.

The specifics: It would provide access to all BrockNet blog posts with ability to comment and access to writers’ Twitter/Facebook feeds.

It doesn’t sound very complicated. And I bet all the functionality is available in different apps. But how can I create my own app with the functionalities I want?

Unfortunately, my local libraries don’t have an iPhone programming books and it’s not something I want to spend money on…Yet.

iPhone programmers, how hard would this be?

I’ll summarize the adventures. If you want details, follow the jump.

We needed a new PC. We wanted a Dell, but it never got cheap enough, so we picked a Gateway. The local Best Buy didn’t have it on display and it took us a few days to get the nerve to buy the machine without a test-drive. We did get it and things have been fine, but with a few hiccups.

It’s obvious that we would be avoiding the multitude of available HP machines and I’ve never been a big fan of Asus, Acer or eMachine. We originally wanted this Dell and have been waiting for months for the price to drop. It hasn’t, so we looked for a comparable machine and decided this Gateway (SX2800-01) would be a perfect match. It’s got a big enough hard-drive (at 640GB), but more importantly has the Quad Core Q8200 and 4GB of DDR3 RAM. This new PC, even at nearly $400 less than the Dell was a tremendous upgrade for us. Since the HP notebook died several months ago, we’ve been using an old Toshiba Tablet PC (60Gb Hard-drive, 1.6Ghz Centrino processor, 1.5Gb RAM) connected to the television and external hard-drives. Performance-wise, it was nearly the same as the Dell, only missing out on the more-powerful graphics card. I can replace that myself and still keep below the $900 price-range. To top off the deal, the Gateway has a small-profile case which allows it to fit perfectly within the current television/sound system stand.

So. We got a decent PC with all the widgets and gadgets that we need and for a fair price. What frustrations could there have been? Let me count them…

Finding the PC:  While visiting the local Best Buy (the aforementioned store 805), we couldn’t find the machine on display, but there was a big ol’ stack of them on the storage shelf. I asked one of the sales people and was told that the Gateway we wanted to check out was not on display. He added, not as helpfully as he probably though, that we could still buy the computer. I was a little perturbed, so we headed out on a tour of all of Jacksonville’s electronics stores (limited now to a Staples, Office Max, Radio Shack and two Wal-Marts since Circuit City went under). None of the stores had the model, even though they carry Gateway products.

Purchasing the PC: Given no other real choice and a few days thought, we decided to get the computer at Best Buy, even without a test-ride. After about 10 minutes, we found an available sales-person and asked for help getting the PC. The guy moved the ginormous ladder, grabbed the box, handed it to me and sent us on our way to the register. No question of what we were looking for, what we were going to do with the PC, or any attempt at an up-sale of Geek Squad services or software. Just a simple “Here’s your box, registers are that way.” At the register, same thing: No offer of Geek Squad or product protection plan nor an explanation of return policies. I suppose all of that is moot, since Best Buy was going to get the sale of the PC and I wasn’t going to pay more…But, as a former Best Buy kinda-guy, it was really a crappy shopping experience. I suppose you can get away with crappy sales-experiences when you’re the only major electronics store in town…

Setting up the PC: I’ve been down this road several times and it seems that I always seem to make the same mistakes. I always forget to export the iTunes library and playlists. I always forget to export FireFox favorites. Fortunately, this time, all our files were already on an external hard-drive, so that wasn’t an issue. I installed FireFox only to discover that the Password Manager doesn’t prompt to save usernames or passwords. I went to install Panda Cloud antivirus only to discover that Panda Cloud doesn’t work on 64-bit systems, so I’ve gone to AVG’s free antivirus. I tried to use the HDMI connection from the PC to the HD teevee, but the colors were wacky and lines were…Not line-like. So I went back to the RGB and all is well. When trying to authorize iTunes to play purchased songs, I didn’t know that I needed to have the User Account Control turned off for it to stick (That was particularly frustrating).

The bottom line: We had to get a new PC. The tablet, at 4 years old, just wasn’t cutting it anymore and we were both concerned that it would die, leaving us without any computer. Since the internet is the central operating core of our entertainment, work and financial access, that’s not something that would be really allowable.

I’m still working on recreating playlists, FYI.

Mr. Hurd:

I previously wrote you regarding the poor product quality and even worse customer support I received with my HP Pavilion DV2310US notebook PC in May of 2008. Immediately after I sent that letter, I received notification that my PC was repaired and being returned.

When I received the PC, I was confused about the repair job because the hard-drive had not been wiped and the system was not “returned to the factory settings”, as I was assured it would be by HP technical support. I didn’t much mind, though, as the system worked and continued to work until recently.

In January 2009, my PC began to exhibit the same malfunction which originally required repair. As I wrote you in 2008 “It would not fully turn on and became unreliable.” This leads me to believe two things:

1. There is a design or manufacturing flaw in the HP Pavilion DV2310US notebook PC motherboard
2. The HP Service Center did not replace the motherboard and performed only a “quick” repair

The PC is now out of its warranty period, so HP will not repair it and a replacement motherboard from HP lists at $373.87 (other websites were similar in cost), so repairing the PC myself would be nearly as costly as purchasing a new desktop.

Because of HP’s inability to manufacture quality computers or provide adequate technical support and repairs, I must purchase a new PC within 2 years of making a more-than $1,000 investment. I was hoping for the HP notebook to last at least 3 years (when in reality it lasted just more than 9 months prior to the initial repair and 8 months after that).

In the current economic conditions in the United States, this will be a huge investment for me. Unfortunately for you and HP, however, I will not be purchasing any new HP PCs. I have maintained and will continue to boycott HP products. I will also be continuing my practice of dissuading my friends, co-workers and anyone else of purchasing HP products.

Thomas S. Brock

You can read more about experiences with HP at these posts:

• 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
• Hewlett-Packard (HP): A letter to CEO Mark Hurd

I still urge you, friends and neighbors, don’t buy HP products. They’re not well made and the customer service sucks.

I chuckled at that.

Then, later today, I received an automated email from HP telling me that my PC had been shipped and providing a new link to the Customer Service Order Status page which had a FedEx tracking link. Which means my PC, hopefully fixed, is in a pretty little brown box on its way back home.

My fear is that, with a warranty expiring at the end of May, my PC was fixed just enough to work until June. I wonder if, as one of the several customer service representatives told me, the warranty is extended since the PC must be returned to me in factory condition…

I 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 to the CEO, Chairman of the Board, and President to get any results from HP.

Related posts:

• 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

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

First, let’s note that I was smart and forward-looking. Yesterday afternoon I called HP to find out the status of my PC repair. This, apparently, was a brilliant move as it displays HP‘s crappy customer service. The representative I spoke with said that my PC was repaired and under going “final quality control” checks. She mentioned there would be a delay in delivery of one day, making delivery May 7th.

Fast forward to this afternoon.

I received a call from HP customer service stating that my PC is still in back-log and that it is scheduled for delivery on May 20th. Yes, folks, another two weeks.

This prompted me to call HP to find out why I was given false information.

The customer service representative I spoke with told me that there was no record of my call and confirmed that my PC’s repair is still pending with the May 20 delivery date. That means the representative from yesterday lied and then falsified my service record. It also means that HP is poorly prepared (or, rather, not-at-all-prepared) to repair the equipment they sell.

I asked to speak with a supervisor and the representative went off in search of him.

Several minutes later, a fellow came onto the line, identified himself as a “floor supervisor”, apologized for the inconvenience, and confirmed everything that the original representative told me. He then mentioned that he was familiar with the particular back-log at the service site (apparently it’s a lack of mother-boards) and understands that it’s being quickly worked through. He then told me that if I had spoken with a representative yesterday my record would reflect the telephone call. I’ll repeat that, with emphasis.

He then told me that if I had spoken with a representative yesterday my record would reflect the telephone call.

Let it sink in.

In my mind, that means that the burden of proof is on me, the customer, to prove that I called and that the representative lied. What would that mean to you?

Thanks a lot, HP, for living up to the first rule of business:

The customer is always right.

The floor supervisor (at least, I suppose it was a floor supervisor. There’s really no way for me to know, is there? And, there’s no way for me to prove it, should another call be required.) expressed his concern and sympathy with my predicament. He appreciated that I didn’t have access to my PC, because he also didn’t have access to his for three weeks last year. In the U.S. (which is where I’m from, but, and I really don’t want to sound xenophobic, not the folks I’ve been contacting at HP customer service) three weeks doesn’t equal five or seven weeks (which is the time I have been and can plan to be without my PC).

The floor supervisor then said that he would add a note to my record (no way to check that, either) to request the service center expedite, if possible, my PC repair. It is, he informed me, no sure thing that my PC would be expedited, but that I could be certain I’d have the PC back on the 20th of May.

So, here, in my time of need, after having seen how HP treated Stephanie Krieger, I’m concerned that they’re running down the clock. You see, I purchased my PC at the end of May last year. And, we’re too close to that with this new May 20th return date for me to feel comfortable. If this is the case, if HP is running down the warranty clock, I’m royally hosed, my friends. I can’t afford to go buy a new PC all willy-nilly. In my world, PCs are 5-year purchases. That means another 4 before I can get a new one.

Of course, by then, I might be able to afford a 2008 MacBook Pro on eBay or something.

The lesson I’ve learned from this? HP sucks. Their customer service sucks. Their equipment (which I’ve previously been satisfied, if not impressed) sucks. Their warranty sucks. There is nothing, absolutely nothing, about HP that does not suck.

I will never, ever, ever, buy another HP product. And, once I find a suitable replacement for my HP Officejet Pro 5400 , I’ll never, ever, ever buy another HP ink cartridge.

And, though it’s not much, I can say that I’ve cost HP at least one PC purchase, since AM is now looking at an Apple or Gateway notebook.

You’re dead to me, HP. Dead.

Read Stephanie Krieger’s rant at her blog.

My two cents, Stephanie: HP is on the crazy pills.

I 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 Novelli, Inc. is a public relations group. Guess who one of their clients is? Yeppers, it’s HP.

My guess is, though, I’m not a big enough blogger (like Ed Bott or Robert Scoble) to see any real results, but hey, it’s nice to know someone cares enough to look.

Hi guys! Thanks for visiting!

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.