My laptop is dying. I did my research and placed an order with HP.
The day after my estimated
ship date I got this email:
“Due to production delays
we will be unable to ship your order on the
original estimated ship date.
The revised estimated ship date for your order is 3/5/2007 or no later than 10
business days from the original estimated ship date. If you prefer not to wait you may cancel your
order and receive a prompt refund…”
I called customer service.
I thought maybe they could
substitute the machine I ordered with something they had in stock.
The
first customer service representative (CSR) didn’t understand my request and transferred
me to CSR #2.
CSR
#1 didn’t tell me that I was being transferred. I just heard beeps and a long pause, and then a new person was on the
line asking me to repeat everything I had already told CSR #1.
CSR
#2 tried to address my problem with the three scripts he had at his disposal before
transferring me to CSR #3 (to whom I had to repeat all of the details again).
CSR
#3 gave up and transferred me to a supervisor in the US, Charles.
Initially
I was thrilled to get someone that might have the authority to work with me beyond
the confines of a predefined script.
Call
me crazy, I still actually wanted to buy an HP!
But
Charles cured me of that urge and I cancelled my order. He was arrogant and belligerent with me.
I
told Charles that it was a real shame that the customer service experience with
HP was so bad. That’s what happened with
Dell and they lost a lot of business.
Charles
informed me that HP was getting lots of business from Dell and he wasn’t
worried.
He should be.
Charles
made jokes about my situation and even raised his voice when I asked him to refund
the accident protection insurance for which HP had already charged me.
There
was no excuse for his behavior.
When
Charles finally decided to help me he said “I’m sorry honey, I’ll have this
fixed for you in a minute…"
No,
Charles, you won’t!
Dell is getting
better, and I do have my Dell guy, perhaps I’ll give them another try.
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Raising the Bar
Yesterday I wrote about a great product (by HP) that was supported by horrendous customer service. I ultimately would not buy it. Earlier in the week I had the opposite experience. I was in New Orleans at a horrible hotel
Yes – I could. It’s on my list of things to do for fun!
My problem is that all of my sunk costs are in another operating system and literally everyone with whom I work has a PC. I’m a Microsoft partner and get TONS of software every year for next to nothing. I keep saying my next machine will be a Mac – one day it will work that way I’m sure! And when I do get a Mac I’m sure I’ll wonder why I didn’t do it years ago!!!
You could always get a Mac.
Actually the original email was from:
Katherine Wapner
CTO Customer Escalation Manager
I’m trying to find her contact information. I’m also searching blogs for HP stories, and generally ones that give advice on buying PC’s and linking back to this story – my little bit of consumer advocacy!!
I appreciate the offer – it’s always nice to know I have a top gun in my corner!!
Ann
Man, That young man deserves a reprimand. I’d call the VP of customer service. Want me to? 🙂