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May 13, 2002
the "new" hp - yeesh....
Well,
here is closure on the HP support issue. The good guys lost. I still
can't believe I received no help whatsoever. Anyway, after receiving a
phone call from an HP support technician (on day 8 after being promised
a call within 6-7 business days), I had a good several minutes to plead
my case. It fell on deaf ears. Humorous as it seems, I was referred to
Carly Fiorina, the CEO, as the next person in the escalation path! :) I
think she's busy with the merger, but I will probably write the letter
as that's what I was told. Anyway, here is the email I fired back after
the phone conversation where I was told I was out of luck. BTW, email
support did respond to the below indicating it had been forwarded to
the appropriate people for review. Okay. Too late. I spent my $25. Now
we'll see if the product arrives on time. Note my revised HP Logo over
here ---->
| I just want to respond to indicate that I did receive a telephone call from an HP support representative. Although I'm sure this thread will simply be closed, and my opinion will forever be archived away as meaningless, I wanted to indicate my resolute dissatisfaction. Despite what I believe to be a reasonable scenario where my recovery cd's should be replaced, at HP's cost - not mine, due to HP's error - not mine, the HP support representative has made the final decision to deny this support. I was told his name was Claudio Salazar. �While Mr. Salazar did maintain a professional demeaner, his stance and final decision to not support me is extremely disappointing. As a Computer and Web Consultant I can not in good faith ever purchase or recommend any HP product. �This is tremendously disappointing. �I'll probably fix this HP Pavilion and sell it... or give it away. Mr. Salazar provided me with Ms. Fiorina's physical mailing address as an escalation path to further complain. �I will in fact probably take the time to craft a letter, only because Mr. Salazar indicated that this is an appropriate path. Email support has been much better - and responsive, but unfortunately unsatisfying if only because they seemed un-empowered to actually make the call and help me. Good luck in the future HP. �You now have $25 more of my hard earned income. �I hope it helps. �Thanks. Tom Bartel > Hello Tom, > > Thank you for contacting the new HP. > > I understand that you resent the fact that you were not called > within the mentioned time frame, to alleviate the issue of the > recovery CDs. �That apart, you propose to have the current recovery > kit exchanged with the right one for your system as well. > > I understand perfectly the anxiety that you are going through and I > appreciate the restraint and patience you have had. �Kindly note, I have > reviewed the status of the call due to you and have confirmed that > you shall receive one quite shortly. �As for the exchange that you > have proposed, I suggest that you could have a word over the same > with the technician who speaks to you about this issue. > > If you need further assistance, please reply to this message. �You > may also find technical and troubleshooting information along with > software updates, on our HP Customer Care Web site at: > > http://www.hp.com/support/personal_computing > > Best regards, > Jean > Customer Solutions support agent for the new HP > > * Our advice is strictly limited to the question(s) asked and is > � based on the information provided to us. �Problems and solutions > � may depend on the nature of your system environment and various > � other parameters that are unknown to HP; therefore, HP cannot > assume �any responsibility or liability. �Please be advised that > technical � information changes as new data becomes available, > therefore, HP � recommends that you regularly check our Customer > Care Web site for � possible updates at: > > � http://www.hp.com/go/support > > � HP shall not be liable for any direct, indirect, special, > �incidental � or consequential damages in connection with the use of > this � information. |
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Posted by gcrgcr at May 13, 2002 10:31 AM
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