Customer Service

[Andykev]

I purchased a new HP computer for my son for Christmas. OH MY! It was DOA.
Apparently a dead motherboard, bios, or video.

What a sad thing..a whopping new computer, 8gigs, etc. and it won't boot!

So we called HP support (India). That was not fun. But after going thru the rote of plug this and unplug that...they gave us a shipping order to send our brand new computer to repair.

WOW! Ship box arrived Tuesday 12/29. We packed the computer in the provided box. Picked up at 3:56PM. Hit the plane in Oakland FED EX at 7:56 PM. Arrived in Texas at 9:47 PM their time. Delivered at7:08 AM our time..

REPAIRED / REPLACED and SHIPPED at 6:39 PM Texas time to California!!

Scheduled to be delivered, REPAIRED/REPLACED at 3:00 PM on December 31st. California! WOW fast TURN AROUND!!

I cannot tell you how great the CUSTOMER SERVICE at Hewlet Packard is..to accept a repair on Tuesday, fly it to Texas, fix it, and ship it back to California in 24+ hours!

OH my God. Is there any better customer service? These folks have it down!

I will ALWAYS support HP.

Andykev

 

[ThesFlishThngs]

So nice to hear of a happy experience for a change. Congratulations.

 

[Andykev]

HP cares

I have been giving my son Doug updates: your computer is in the air, it arrived in Texas, it is being fixed, it is done, it has been picked up, it is in the air, it will arrive tomorrow before 3:00PM....

He can't believe the technology to track a package from California, to Texas, and return.

Doug said "I wish all my on line purchases were this fast!"

Gotta love HP. I have a Pavilion a6030n...not new...but it has been flawless.
My previous employer (Contra Costa County) used ALL HP products.

I am SOLD on HP.

 

[Brad Bowers]

I am so glad to hear that! Amazing service in this day and age. I just bought my first laptop, and it's an HP; I'm typing this post on it, actually. I've had good luck with HP printers, so I factored that into my purchase decision. Also, David Packard, co-founder of HP, was from Pueblo.

I'd heard bad things about Dell's customer service, which is why I didn't go with them. After reading about your experience, I think I made the right choice.

Brad

 

[Thunderbolt]

I use an HP also. I've had the best luck with HPs and found other brands don't last long. Great American computer company!

 

[Mike in Seattle]

ALL of the major computer brands have similar turn-around on repairs. My experience with HPs in the last 5-10 has been less than satisfying. I had a laptop for 13 months when the motherboard fried. They're even happy to admit it was due to a defective, misengineered graphics card that would overheat. When it goes down, it destroys the motherboard AND the LCD screen. 11 months laster, after owning the computer for 2 years and 15 days, the same exact thing happened again. I called - "Tough luck. Your warranty's expired." "Yes, but the motherboard you replaced is less than a year old." "But your warranty on the entire system goes back to the date of original purchase." And this was a $2200 high-end laptop. But as consolation, they offered me a whopping $100 off a replacement if I bought from them. Interestingly enough, their "sale" prices were all $300-500 off the regular in-store price at Costco, Staples, Office Depot and the like.

So I bought a replacement at BestBuy and bought the extended warranty. That computer has been back, during the ensuing 4 years, five times for different malfunctions, all fortunately covered by the warranty.

Our all-in-one printer has functions that have never worked correctly. Their own drivers didn't work correctly until, I believe, release 4 or 5 a year after we'd bought it. They were so frustrated with all of the support calls for that entire line of printers they offered to buy it back at what we paid. Such a valuable piece of equipment that they just sent us a check for $595 and told us to dump it in the trash. It still works OK for most features - our main complaint was we paid extra for a secondary, larger paper holder that it never automatically switches to, and at times the duplexer doesn't work unless you power everything down and power it back up again. So we're still using it, but it's the last piece of HP hardware we'll ever buy.

A non-profit group I'm on the board of bought an HP heavy-duty tabloid-size printer to use for some ocassional jobs - there was a big sale and we thought at the sale price, we'd make money over time. After about 1000 sheets through the printer (13 months), the fuser died. We popped $299 for a new fuser. It last 92 days...121 sheets. And of course, the warranty on repairs & parts is, you guessed it, 90 days.

And there are LOADS of web sites and posts and blogs detailing similar and the same problems with HP, and their management's uncaring attitude about the way they've been churning out shoddy products for the last decade. A lot of companies and government entities have been changing suppliers over the last decade as well. Once they were the epitome of a company that made quality products and had excellent customer service. Alas, those days are long gone.

 

[59Lark]

you dont get it do you.

I guess i am lost in the past, i buy my appliances from small family owned business with the one emphasis, if it it breaks you fix it. I am sure that i understand the warranty and it limits. I recently bought my daughter a new lap top , from a small computer shop, we have dealt with for over 18 years, i wrote out a cheque for it, looking up at a sign that said no cheques and i said what that and the staff said dont worry that sign does apply to you mike. I dont want to call india, i dont want to ship it in a box, i buy with the understanding you will take care of it, right , right. That said, i bought a bosch dishwasher, or shall we say it was bought for me for xmas, and it was bought from sears, the box stores are killing the independent appliance stores and there wasnt much choice but the sears outlet is a independent franchise. I guesss the reason being is, that i am a independent singer sewing machine dealer, have been for way too long, and i still give unlimited lessons and fix everything we sell and i sick of the mass running to the mass merchants and buying the cheap crap and then whining and they get what they pay for. Our parents would save up and buy something made to last and have it for decades but now we go out and get something cheap to have it now and then have to throw it 0ut in not very long time.
here is hoping consumer start waking up, ps i give very good customer service but the sentence that i here too often is , i didnt even know you were here, only been here for almost thirty years, only when they have problems and cant get something fixed then they ask grandma or auntie and they recommend us. fftopic: fftopic: 59lark

 

[4and1]

[Off topic, but this goes along with what 59Lark had to say]

After buying a defective rifle from a chain sporting goods store I was told that the chains make large deals with manufacturers for goods. Then they get factory seconds to sell. This holds true from what I've seen. Now, for large purchases or when quality counts, I do my business with independent retailers.

 

[Andykev]

Update

The issue with our Christmas HP computer was a bad memory chip. They replaced the chip pair and now the computer screams!

Thank you HP for your great customer service and fast turn around.

BTW..Windows 7 looks really nice...

I have heard horror stories...but I think it is cleaner than VISTA.

 

[davestlouis]

I just got a Dell with W7 in it...very cool. Mine's not nearly as fancy as yours, but it works for me. I actually won mine in a sales contest at work, so aside from it turning up on my last paycheck as a taxable "imputed bonus" which I owed taxes on, it's cool.

 

[Bruce Wayne]

Customer Service Hall of Shame

 

[vintage68]

That is remarkable. Are you sure they didn't just ship you a new computer?

With customer service I've always found that happiness comes from low expectations lol

 

[Puzzicato]

That is remarkable. Are you sure they didn't just ship you a new computer?

With customer service I've always found that happiness comes from low expectations lol

Funny - that is my uncle's key to a happy marriage...

We've also had similar excellent customer service from HP. My husband's laptop went kaput after about 9 months and the turnaround on fixing it was exemplary. Which was not the case when the backlight on my sony vaio went.

 

[Talbot]

The issue with our Christmas HP computer was a bad memory chip. They replaced the chip pair and now the computer screams!

Thank you HP for your great customer service and fast turn around.

BTW..Windows 7 looks really nice...

I have heard horror stories...but I think it is cleaner than VISTA.

Wish I could get a Windows 7 driver for my HP printer....or get it to stop trying to automatically install and fail