justdrew

Saga of craptastic customer service- HP style

Well, I haven’t blogged about this whole mess until now but the final straw has got me steamed.
Last Spring I bought what I thought was a pretty slick (and pretty) HP Pavillion entertainment PC.
It’s a good-looking machine but came with Vista installed. I started having problems with it almost right away.

My first thought was to blame Vista. I’ve been less than impressed with it as an OS and of course, hearing all the problems others have had made me think that Vista really might be worse than I had thought. Honestly, I’m no fan of Microsoft, but I really felt people were “over-complaining”… that sentiment soon changed to feeling that the worst of the stories I had heard about Vista were in fact too kind.

Basically, my machine would hang and crash unexpectedly (I had no funky devices connected or unproven, experimental extensions) several times each day. Worst of all, the biggest problem cropped up when I was sharing my desktop in WebEx meetings with a big client. Anytime I resized a window while hosting a meeting, the thing would hang. Of course, I would only remember this key event after inadvertently grabbing a corner and trying to move a window out of the way… d’oh!

Anyway, once I had finally had enough, I figured I’d rid myself of Vista altogether. This was back in June but I was able to land an advance copy of Windows 7, so I loaded that up and was prepared to be rid of my Vista woes forever.

Win7 didn’t impress me (still doesn’t). And the problems didn’t go away… though they slowed enough to delay even further troubleshooting that finally uncovered some bad sectors on my hard drive.

Frustrating, but hey- these things happen. I’m not ready at this point to damn HP for a simple hardware fault. Happens to the best of ‘em. Since I’m still under warranty, I figure I’d better get this replaced soon.

I’ve been backing up and recovering enough in the previous weeks (I reinstalled Vista three times and Win7 once… this was getting to be second nature) so the thought of starting over yet again with a clean HD didn’t phase me.

Now, to contact HP customer service you can whip out the credit card and call their tolled nickel-and-dime line to get them to address your problem with their product. That didn’t appeal to me on principle, so I pulled up the free option to chat to a rep via instant message instead.

The process was fine; a little stilted and it was obvious I was getting many responses that were an auto-bot, not a person… or at least a person with some canned responses. I can’t blame them- that sort of thing will make sure you deliver consistent customer service and save your people some time and keystrokes… but it does feel less than personal.

We soon established that I do indeed need a replacement HD and that I do indeed qualify for a warranty repair. But I discovered that when I installed Win7, the installer wiped out my old Vista restore partition.

That sucked because when I installed it, I thought it would have left the restore partition (with the HP Vista recovery software on it) that came with my laptop in tact.

Turns out the Win7 installer wiped everything. So now, I’ve got a fresh (working, hopefully) hard drive on its way from HP but get this: they won’t send me one with the same recovery software on it that was on the original HD in the laptop. They’re sending one along tabula rasa.

HP customer service generosity knows no bounds- they will give me the software I so foolishly failed to back up from the HD they originally sold me … but it’ll cost me twenty bucks. Seriously?

I mentioned to the rep in my chat session how stupid I thought this was and could they please just send me that friggin disc without dinging me a lousy twenty bucks? I guess my persistence was enough since my chat rep agreed to send me the disc gratis.

Not really a big “win” in a contest “against” a major corporation in the interest of getting good customer service (I mean, really! – they are finally just agreeing to replace their defective hard drive with another one that looks exactly like the one I originally shelled out at least part of my 1400 bucks for…)

But the replacement hard drive arrives… but no recovery disc. “No biggie”, I reason. “Surely the disc was sent under separate cover…”

Weeks later. No disc. Wait- didn’t the chat dude say “don’t worry”? It’s a phrase they use a lot. I can’t tell whether it’s because they’re shelling out canned expressions or English is not their first language and they believe American English speakers pepper the phrase “don’t worry” every few lines of every conversation. Either way, it’s equal parts annoying and unnerving.

Well, in any case, I’m venting here not only because I’m pissed off at getting less than stellar treatment, but because I promised (okay, it might have sounded like a threat) the chatty-Cathy I pinged today that I would post this if I didn’t get some satisfaction.

Turns out, this ‘Cathy’ whose name in the chat session was Sherry, wasn’t too interested in my pleas for a little (tiny, really) concession. She did say she would log the issue- woooo, that should satisfy me.

It is the height of insanity in my opinion, that HP & other hardware manufacturers will lay out hundreds of dollars in rebates to try and attract new customers, but they cannot make an exception to a 20 dollar charge for a disc with data on it that comes free with the original hardware.

Would love to write up something positive here, but HP has failed to deliver on a simple little point of decent customer service. Hard to believe they’re willing to give up customer satisfaction by clinging white-knuckled to their 20 dollar bill. Morons.

I, for one will not purchase HP products again because I want to be treated like a valued customer- not an opportunity to keep paying out 10 bucks here, 20 bucks there, ad infinitum.

My next laptop will be from Apple… or anyone but Hewlett-Packard.

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