I have a friend who had such a hard time with H-P that they ended up buying back his PC that their tech support people basically ruined by phone. It was a Windows Media Center laptop.
After almost 20 hours of telephone “support” someone with a cooler head realized that buying it back was the best thing to do. It’s taken almost a month for him to get his check, as the first one was sent to an old address they had on file for him, and was apparently never delivered. But the kicker is they told him that they were not refunding his tax portion, because the state had already been paid. Obviously crediting his credit card would have been too easy.
My email to someone I know inside Carly’s office last month to H-P about their resulted in some junior person from one of their PR agencies calling me. After I posed a few questions she promised someone would get back to me from corporate. It’s the New Year and so far…NOTHING. Not for me, or my friend. Oh, he now has a Fujitsu laptop. Loves it. No issues. The guys at laptopsinc.com hooked him and another friend of mine up with the same model. Both have not called me for tech support since the computers were configured.
My comment to their PR person was “she spends all her time telling the media how great the company is, while reality is not the same and I’d like to hear what she has to say” I’m also hearing that salespeople on the floors of more than one mass merchandiser (i.e. CompUSA, Office Depot, etc.) are steering customers away from HP due to their customers complaining that support is so bad. I guess after getting rid of all those employees due to consolidation, and having to pay some big “retirement” bonuses, HP is not as efficient or as smooth running as they were pre-merger. If they’re playing the work float game with suppliers invoices getting paid, which I also hear they are doing, all things point to trying to make the numbers, but by picking on consumers, they are clearly telling me who their customer is. It’s Wall Street not the public.
Andy’s advice. Avoid HP until Carly calls me.