- Report: #443523
Complaint Review: Hewlett-Packard Company - Palo Alto California
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Hewlett-Packard Company
3000 Hanover Street Palo Alto, 94304 California, U.S.A.
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650-8571501
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Hewlett-Packard Company Shame on HP and the Executive Customer Relations Palo Alto California
Mr. Mark Hurd,
You of all people should understand what it means to take care of your customers. In case you forgot, let me remind you that your $40MM + Salary w/Bonuses is paid for by us, the customer. I find it amazing how quickly your staff is to sell a computer to the public, but how much money your staff wastes on taking care of the issues with all the back and forth of phone calls that 6 months later are still nowhere near being solved.
After filling out your surveys, talking to your staff, and spending endless hours ogmy time trying to resolve my HP computer issues, I find myself with no other option but to bring this to the publics attention.
From one CEO to another, this is the last avenue that I wish to take, however, I cannot keep losing money because your staff fails to commit to their promise. As a young owner of a financial company, I had to learn the phrase under promise and over deliver. Some of your staff members my need to undergo some more training as to what that means. This letter will speak volumes of how much HP cares to resolve their issues.
In this economy Mr. Hurd, I am shocked, as many others will be, to the following rough outline of what I am currently going through.
July 2008--
1. I purchased an $1800.00 computer in July. I was told 1 week to deliver, it came 3 weeks late, and with the wrong software.
2. I called the overseas department, spent over 4 days talking to them about getting me the correct order. After hours of discussion with the horrible language barrier, I had to put up another $1800.00 for another computer, and was told that I would get a refund once the first computer was returned with in 5-7 days. It took almost 2 months of waiting and fighting for my refund. I incurred interest charges on my card, which after more hours of proving my side to your staff, was finally refunded.
August 2008 -
3. The second computer came in, this time your department in China put on Vista 64-bit. Unfortunately they messed the order up again. I had ordered Vista 32 Bit. Now most of my programs would not work. Again hours of discussions with a language barrier, I again had to put up another $1800.00 for the third computer to come in with the correct OS.
October 2008-
4. My fingerswiper and harddrive stops working. (dumping physical memory).I call in and spend two days with your tech support in the Philippines, to only reformat my computer, and the issue was still not resolved. More days to come with Case Managers. The Case Managers send me out a fingerswiper and two 120G harddrives, or my other option was to send in my computer for 4-6 weeks. Unfortunately , you should of all people know as a CEO, that your life is tough without a computer for more than a week.
March 2009
5. My computer will not boot up. My screen goes black and a message appears "Operating System not Found". I spend over 5 days speaking to your Tech support, each time having to repeat all the steps above, dealing with the language barrier, and again coming to no solution. I spent over 100 hours being thrown around from the Philippines to the Case Managers. The computer finally starts to boot, but when I do a restart for shut down and then immediate restart, the same error message comes up "Operating System not Found". I have to wait 5-10 minutes with the computer off, or even sometimes, take out the hard drives and put them back in before my computer works.
End of March 2009--
6. I speak to a case manager, who looked over my file and said that he would call me back once your systems were back up and send me out a new computer. I wait almost two weeks. No call. I call back, and get a new case manager, of course there is no record that I spoke to someone, and I have to repeat all the steps above to the new case manager. He said that he cannot send me a computer, and that I can only send mine in for repairs. I told him that I couldn't for two reasons, 1. I can't be out a computer for 4-6 weeks, and two i
You of all people should understand what it means to take care of your customers. In case you forgot, let me remind you that your $40MM + Salary w/Bonuses is paid for by us, the customer. I find it amazing how quickly your staff is to sell a computer to the public, but how much money your staff wastes on taking care of the issues with all the back and forth of phone calls that 6 months later are still nowhere near being solved.
After filling out your surveys, talking to your staff, and spending endless hours ogmy time trying to resolve my HP computer issues, I find myself with no other option but to bring this to the publics attention.
From one CEO to another, this is the last avenue that I wish to take, however, I cannot keep losing money because your staff fails to commit to their promise. As a young owner of a financial company, I had to learn the phrase under promise and over deliver. Some of your staff members my need to undergo some more training as to what that means. This letter will speak volumes of how much HP cares to resolve their issues.
In this economy Mr. Hurd, I am shocked, as many others will be, to the following rough outline of what I am currently going through.
July 2008--
1. I purchased an $1800.00 computer in July. I was told 1 week to deliver, it came 3 weeks late, and with the wrong software.
2. I called the overseas department, spent over 4 days talking to them about getting me the correct order. After hours of discussion with the horrible language barrier, I had to put up another $1800.00 for another computer, and was told that I would get a refund once the first computer was returned with in 5-7 days. It took almost 2 months of waiting and fighting for my refund. I incurred interest charges on my card, which after more hours of proving my side to your staff, was finally refunded.
August 2008 -
3. The second computer came in, this time your department in China put on Vista 64-bit. Unfortunately they messed the order up again. I had ordered Vista 32 Bit. Now most of my programs would not work. Again hours of discussions with a language barrier, I again had to put up another $1800.00 for the third computer to come in with the correct OS.
October 2008-
4. My fingerswiper and harddrive stops working. (dumping physical memory).I call in and spend two days with your tech support in the Philippines, to only reformat my computer, and the issue was still not resolved. More days to come with Case Managers. The Case Managers send me out a fingerswiper and two 120G harddrives, or my other option was to send in my computer for 4-6 weeks. Unfortunately , you should of all people know as a CEO, that your life is tough without a computer for more than a week.
March 2009
5. My computer will not boot up. My screen goes black and a message appears "Operating System not Found". I spend over 5 days speaking to your Tech support, each time having to repeat all the steps above, dealing with the language barrier, and again coming to no solution. I spent over 100 hours being thrown around from the Philippines to the Case Managers. The computer finally starts to boot, but when I do a restart for shut down and then immediate restart, the same error message comes up "Operating System not Found". I have to wait 5-10 minutes with the computer off, or even sometimes, take out the hard drives and put them back in before my computer works.
End of March 2009--
6. I speak to a case manager, who looked over my file and said that he would call me back once your systems were back up and send me out a new computer. I wait almost two weeks. No call. I call back, and get a new case manager, of course there is no record that I spoke to someone, and I have to repeat all the steps above to the new case manager. He said that he cannot send me a computer, and that I can only send mine in for repairs. I told him that I couldn't for two reasons, 1. I can't be out a computer for 4-6 weeks, and two i
1 Updates & Rebuttals
Szymonk
smyrna,Georgia,
U.S.A.
Shame On HP and their Executive Customer Relations
#2Author of original report
Mon, April 20, 2009
April 14, 2009 2:55 PM So I get a call from Jeff Utigard from HP minutes after the post goes up... ... He said, "You know Mr. Karl, your laptop is like a broken car, when your car breaks down you have to leave it in for repairs." I said, "Jeff, when I take my Mercedes in for service, they give me a loaner..." I didn't hear anything on the other end from Jeff for a little while... April 16, 2009 12:45 PM Well, no surprise about HP and their staff. Once again they fail to come through. I received a call from Jeff Utigard on the 14th, he said that someone will call me that day, latest within 24 hours. I said that I've heard that before. He said, well you've never talked to me yet. So giving him the benefit, I was right once again! NO Call from HP. What do I do now? Call them again? or keep the post going, until the CEO gets word? April 20, 2009 7:51 AM Now another week is going by, Still NO call as Jeff promised, and this morning my computer was out for about 45 minutes. I had to take the battery out, and both hard drives as the Tech Support taught me several times before. It seemed to temporarily reactivate my computer.
