My Review Corner

A follow up from my other entries about HP…

So, finally after much nagging and a lot of phone call to HP, HP assigned me to a case manager. Now, they took my complaint seriously! So, this case manager called me and again I explained my situation – for god knows how many times – and she assured me that it will be taken care ASAP. She would make sure that repair department found the part fast or asked repair to find similar part or better. To be fair after all my complains, this lady was very helpful and yes, I got my notebook back in less than 7 business days.

So, it’s back…YAY! Until….I saw my remote control slot and it was empty! To say I’m furious was putting it mildly! Again, I got back to the ever helpful HP on-line chat, and guess what HP said?  “You’re not suppose to send in removable part along with your computer to HP for repair.” Boy! I was ready to eat somebody for lunch! I don’t know if any of you own an HP Pavillion. If you do, that will know why I was so mad. If you don’t own one, then I better explained it briefly. This tiny little remote control can be slip inside a slot (much like wireless card slot) and once you put it inside, there is no way that the remote control is visible until you press the slot to retrieve the remote. So, I asked HP to define removable part because the way I see it from their description, battery also removable ( I can take it out) and if my notebook came back WITHOUT battery then it would be my fault because I include “removable” part! HP just said sorry and “nope, we won’t replace it for you” and then  disconnected me!

The next day, my case manager called me and I told her my other complain. Talk about effectiveness, she immediately put an order for replacement! Make me wonder if my case manager and repair department belong to same company. One is so helpful and one is – let just say – “unhelpful”.  That was June 19. She told me to expect the remote control around June 29. I said fine. Yet, again, it got delay. I receive a phone massage that the new delivery date is July 10. So, I am still ok. Annoyed but ok. See, I was so furious about my notebook ealier because I depend on it for school work. I am not saying my remote control was important, but this is something that I can wait and I won’t bug HP for it.

So, it was July 10 – noon- and I got another phone call, “Sorry but there is ANOTHER delay and the next delivery date in July 23rd” and my reaction to the caller was exactly, ” That’s fine. I am starting to get use to HP delays.” I think I stunned the caller with my calm yet sarcastic tone. It really wasn’t his fault but I just can’t help it!

Another just to make story short, again my case manager had to jump in and resolve the problem and she assured me that I will receive it in 5 business days and I did! Again, talk about her effectiveness!  So, after almost 2 months, I finally resolve my notebook’s problems.. whee!

Just last week, I decided to get myself an external DVD writer. They are four items that fit my need, 2 of them are HP product and they are cheaper by $10 from the others 2. I don’t know if it is consciously or unconsciously, I automatically cross out HP out of my list even it is cheaper. I just get too much negative experience with HP to give it another chance.  Maybe sometimes in the future, I’ll trust HP products again, but for now, nope! At least for another year.