Greg
Kettering,#2Author of original report
Tue, December 27, 2005
I agree that the 'mothership' should be contacted, but I also believe that I should work my way up the ladder one rung at a time... I have spoken to the technicians who have no technical knowlege, I have spoken to the customer service representatives who have no desire to serve the customer, and I have spoken to supervisors in both departments. My next step is the department heads of customer relations and technical services. After that, it will be up to the lady who answers the phone at the corporate office to decide which managing director I should speak with... each time I call, I move up one step, and I am very firm about not repeating a step. Eventually I will reach a decision maker who will be able to offer a solution on the spot, as people who have their own office and are responsible for the performance of entire divisions of the company do not like spending time on the phone with customers who want resolution to a problem that wouldn't even show up as a blip on their quarterly statements. I spoke with two supervisors today, and they were both unable to help me. The first one said I should go to a web address and fill out a report to have this resolved. The web address led me to "HP management software", and they had no clue why I was asking them about a printer. The second supervisor I spoke with informed me that they had received my faxed receipt, and that their system now shows a purchase date of August 2004. Still out of warranty. I contacted the retailer (CompuHQ.com) and explained the situation to them. They called me back within ten minutes, and had the problem resolved. Apparently HP feels there is a difference between an upset customer and an upset seller! So now, I just have to box it up and wait for them to fix it. I do not consider this matter closed yet; I can only imagine how they're going to screw it up from here!
Steve
Bradenton,#3Consumer Suggestion
Tue, December 27, 2005
Send all of your info to the corporate office by fax and cerified mail, return reciept requested. Keep sending it. I know what you mean about that outsourcing. It is really aggravating. They talk to you like you are 6 years old. I hate being talked down to and hate having to repeat myself. Give them hell!!