BELOW is a letter I wrote to HP in response to the frustration bestowed upon me during the recent years.
[Submitted to HP webform on 08/09/2012; http://www.hp.com/hpinfo/execteam/email/ceo/index.html]
RESPONSE RECEIVED: NONE
Dear President Whitman,
Here I’m writing to you to relinquish some of my deep frustrations with your company over the past few years. These experiences have turned me from a person who adored HP products to someone that now detests it. I’d like to share these experiences with you because despite all the negativity I have felt in HP, you should be one of the few people that do care about the company’s future.
My journey with HP began 11 years ago when I purchased my second laptop, a Compaq. It was flawless and had top-of-the-line design and hardware implementation. In 2007 I decided to work part time as a sales rep for MarketSource, which had a significant account with HP. I was an HP rep, per se, and I was proud to show people the many things that can be accomplished using HP products.
In 2009 I purchased the DV2000 series laptop with a dedicated NVIDIA graphics. Then it all went downhill. Little did I know that the graphics card was to blame for I received no notification whatsoever. Warranty had long expired by the time I realized the fact, even beyond the extended warranty that was posed by HP for the model. No problem, anyone can make mistakes. And so I thought.
In 2010 I purchased the DM4T laptop. There was a slur of hardware issues in the initial purchase and I have spent countless hours speaking to Case Managers. It was two replacements later that I began to realize and also accept some of the design flaws of the model. It didn’t feel good. Not at all. I poured my heart out to the Case Manager and I can only assume that she felt me. I kept my last replacement but bought a 2-year In-Home Accidental Protection service, just in case. I had decided to just “live with it”.
In April during a meeting I accidently spilled a cup of water to my keyboard on the left side. I was able to save the essential functionalities of the laptop by immediately flipping it over. However, the damage was done. Three times I have sent in the laptop for repair and for a total of about 2months I had been without my laptop. I explained over and over again the issues with the display and none of the three repairs even attempted to address them. First was a keyboard replacement, second some wires got replacement, third was the motherboard (supposedly). I am furious in this regards because I purchased the “In-Home” service to avoid this very fuss.
The level of satisfaction I have with Case Managers also was degrading.Recently my case was assigned to Stephen who gave me false promises. Only today did I find out that it took him 4 business days to enter a replacement order that I had confirmed. In addition, I requested messages to be left to Stephen asking him to call me back concerning the status of my replacement. Two days now and there’s still no delivery to be found. I was even threatened yesterday to be “cut-off” by a Case Manager responding to my call simply for asking to speak to a supervising body.
There’s currently a very thin line between me being passive and proactive concerning this matter, but I really don’t want to cross it.
How can you expect me to be satisfied when I was without my laptop for close to 2 months? How is it to the interest of the customer if warranty repairs can’t even be delivered within 3 trips to the shop? How is it legitimate to sell “In-Home” services only to deny that type of service?
As of now, my notebook replacement still hasn’t been built yet. How much longer do you want me to suffer?
“Everything we do must be for the customer. If it’s not, then we need to reconsider why we’re doing it.” – Mark Hurd
Is the above-quote a complete façade?
(I have many supporting documents related to the discussed matters. Feel free to let me know if they’re needed.