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catharsis time.
- Thread starter rvb
- Start date
music-city-missy
Well-known member
Had a similar experience with HP lately - see how I FIXED THEM!!!
May '05 dear mom gets me an HP iPAQ with her HP Purchase Edge points - supposed to be brand new with all warranties. Almost immediately have some problems requiring restart but tolerable.
Feb-April '06 - after several calls to HP and them telling me my unit did not have the standard 1 year warranty (but never telling me why) I give up when the unit completely freezes up and cannot be restarted under any conditions. Very frustrating that a less than 1 yr old device with fairly minimal use compared to some people has died. Mom doesn't like it and takes unit from me. Calls her 'person' and sends it back to them to look at it. Come to find out, the mother board is bad. In all, she spends around $230 on them looking at it and replacing the mother board.
May 06 - Get unit back with new motherboard. Yippee - I am back up again. WRONG. 5 days later it starts same behavior. Furious, I send it to Mark Hurd, Pres. of HP along with a digital camera from several years ago that was an absolute piece of junk and was replaced with rebuilt one after less than a couple of months (had put it in drawer and left it there since we had gotten a free Fuji camera with our new Dell computer that took better pix than the $300 HP and when I went to sell the HP on ebay - they weren't bringing $50 because there were so many problems with them). Thank goodness - sent via FedEx so I had proof of delivery.
Week and a half later, no word from them so I start trying to reach them by phone only to get to 'executive customer service' or something like that. After the girl trying hard to hold back tghe laughter at the fact that I would DARE to write and send something back to the president of the company, she said she would check on where it was and get back with me. After weeks of going round and round with her, I had had my fill and gotten no answers except to realize that yes they had indeed signed for the package but had no earthly idea where it was.
Vacation was fast approaching and I had a bluetooth GPS device I had ordered from Dell just sitting there (ordered it when I got my 'repaired' unit back so it didn't come in before it broke again). I found out that the executive customer service was an outsourced department that was across the street from HP headquarters - part of the disconnect and the attitude.
Not being one to give up easily, I went out on the internet and did some snooping to find out what the email address format was for HP. Tried sending email to Mr. Hurd but it bounced. Well, that won't do. So I did more research and typed in all 150+ email addresses for HP employees I could find on the web plus the ones that I found names but no addresses so I put it in their standard format. Sent them all emails with some humor and the letters attached that I had written to Mr. Hurd that were obviously not reaching him.
By Monday morning, they were JUMPING. several people replied they forwarded it, a few bounced as undeliverable but I gave about 150 HP employees (worldwide mind you) the laugh of their week that Monday morning. I know that humor was the better way to handle it rather than attach so I used it to it's fullest! Before weeks end I had a brand new iPAQ and camera.
But wait - that's not the end of the story. Used the new iPaq for about two weeks before leaving on vacation and had to restart it a time or two. Friday before leaving on vacation it really started having problems not turning on. By Sunday night, it would not turn on. Sent another email to my contact and they wound up overnighting me another new one to one of the places we were staying for more than one night. So there I was carrying around two fof these things now.
Sent the other one back but even my newest superduper one has had it share of not wanting to turn on and the screen freezing. I GIVE!
As for the bluetooth GPS base I got from Dell, tried to return it since things weren't working out so well but because I had it for over 30 days, they couldn't take it back. Great - I'm out another $100 on this deal. BUT wait, even though they won't take it back, Dell, as a good will gesture, does send me a $75 coupon good towards any purchase of more than $75. And is it any wonder that we have three Dell desktops in our house and they are the first place I look to buy any computer accessories, software, etc?
HP needs to stick to what it does best - printers!
May '05 dear mom gets me an HP iPAQ with her HP Purchase Edge points - supposed to be brand new with all warranties. Almost immediately have some problems requiring restart but tolerable.
Feb-April '06 - after several calls to HP and them telling me my unit did not have the standard 1 year warranty (but never telling me why) I give up when the unit completely freezes up and cannot be restarted under any conditions. Very frustrating that a less than 1 yr old device with fairly minimal use compared to some people has died. Mom doesn't like it and takes unit from me. Calls her 'person' and sends it back to them to look at it. Come to find out, the mother board is bad. In all, she spends around $230 on them looking at it and replacing the mother board.
May 06 - Get unit back with new motherboard. Yippee - I am back up again. WRONG. 5 days later it starts same behavior. Furious, I send it to Mark Hurd, Pres. of HP along with a digital camera from several years ago that was an absolute piece of junk and was replaced with rebuilt one after less than a couple of months (had put it in drawer and left it there since we had gotten a free Fuji camera with our new Dell computer that took better pix than the $300 HP and when I went to sell the HP on ebay - they weren't bringing $50 because there were so many problems with them). Thank goodness - sent via FedEx so I had proof of delivery.
Week and a half later, no word from them so I start trying to reach them by phone only to get to 'executive customer service' or something like that. After the girl trying hard to hold back tghe laughter at the fact that I would DARE to write and send something back to the president of the company, she said she would check on where it was and get back with me. After weeks of going round and round with her, I had had my fill and gotten no answers except to realize that yes they had indeed signed for the package but had no earthly idea where it was.
Vacation was fast approaching and I had a bluetooth GPS device I had ordered from Dell just sitting there (ordered it when I got my 'repaired' unit back so it didn't come in before it broke again). I found out that the executive customer service was an outsourced department that was across the street from HP headquarters - part of the disconnect and the attitude.
Not being one to give up easily, I went out on the internet and did some snooping to find out what the email address format was for HP. Tried sending email to Mr. Hurd but it bounced. Well, that won't do. So I did more research and typed in all 150+ email addresses for HP employees I could find on the web plus the ones that I found names but no addresses so I put it in their standard format. Sent them all emails with some humor and the letters attached that I had written to Mr. Hurd that were obviously not reaching him.
By Monday morning, they were JUMPING. several people replied they forwarded it, a few bounced as undeliverable but I gave about 150 HP employees (worldwide mind you) the laugh of their week that Monday morning. I know that humor was the better way to handle it rather than attach so I used it to it's fullest! Before weeks end I had a brand new iPAQ and camera.
But wait - that's not the end of the story. Used the new iPaq for about two weeks before leaving on vacation and had to restart it a time or two. Friday before leaving on vacation it really started having problems not turning on. By Sunday night, it would not turn on. Sent another email to my contact and they wound up overnighting me another new one to one of the places we were staying for more than one night. So there I was carrying around two fof these things now.
Sent the other one back but even my newest superduper one has had it share of not wanting to turn on and the screen freezing. I GIVE!
As for the bluetooth GPS base I got from Dell, tried to return it since things weren't working out so well but because I had it for over 30 days, they couldn't take it back. Great - I'm out another $100 on this deal. BUT wait, even though they won't take it back, Dell, as a good will gesture, does send me a $75 coupon good towards any purchase of more than $75. And is it any wonder that we have three Dell desktops in our house and they are the first place I look to buy any computer accessories, software, etc?
HP needs to stick to what it does best - printers!
barbara-in-va
Well-known member
RVB, my DH is a very kind person, easy going, laid back kinda guy. Never gets upset with anything..
(incluing me) EXCEPT Bill Gates. DH is very computer savy but Billy has the power to turn him into an uncontrolable raving maniac, certainly not the man I married. DH is not a large man but when he turns into this other person I am reminded of "The Incredible Hulk". I guess Billy has this power over more people than I realized! So sorry you suffer from the same frustrations..............
(incluing me) EXCEPT Bill Gates. DH is very computer savy but Billy has the power to turn him into an uncontrolable raving maniac, certainly not the man I married. DH is not a large man but when he turns into this other person I am reminded of "The Incredible Hulk". I guess Billy has this power over more people than I realized! So sorry you suffer from the same frustrations..............
michael-in-phoenix
Well-known member
If I get nowhere with the VP, I will call the local news people. We'll see.
music-city-missy
Well-known member
I have an iPOD story (actually 2) also....
first iPOD (DD's age 14 - not mine) - had problems with while under warranty so they replaced it no problem and we bought a nice case IN the Apple Store. The belt clip on the back put pressure on the hard drive and crashed it. It was out of warranty so the guy at the store opened it and bent it back out and voila - it worked, for a while. Next time, they REFUSED to open it or even tell me how to get it open so I could try to fix it again just long enough for her to save the money for a new one plus she had gotten a new computer in the meantime and hadn't sync'd the iPod to the new computer. Besides it was out of warranty - why shouldn't they open it for me? Finally pursuaded a guy at CompUSA to open it and got it open and it started working again long enough to get songs off of it on to her new computer. It's toast now - going to see if we can't get a little money for it - they they sell for about $50 as salvage.
DD saved money babysitting to buy new 60GB one. Had it two weeks when we had a terrible incident (another story but local boy gave her alcohol back in June - 2 pints - then left her for dead or to sober up by RR - the brand new iPod was crushed either when she passed out or when they came back several hours later to try to pull her up so they could drop her somewhere she could be found). After the main scare was over and we knew that she was going to be okay, I was sick that she lost her gold cross necklace coming home from the hospital and the new iPod she worked so hard for was broken. Then it hit me that I charged the iPod on AmEx so I called their purchase protection service and sure enough, it was covered. Took a little over a month to go through all the paperwork but they credited my account last week and I ordered her a new one and she got it Friday! AmEx as great to work with and it's the first time I have ever done anything like that but it sure felt nice. Grandma replaced her gold cross (it originally came from grandma) with a new one.
So never give up when you are right - someone will listen and you can usually get results.
And yes, don't cross MCM - that has long been the policy at work - I am a VERY nice person until you cross me. Then WATCH OUT!
first iPOD (DD's age 14 - not mine) - had problems with while under warranty so they replaced it no problem and we bought a nice case IN the Apple Store. The belt clip on the back put pressure on the hard drive and crashed it. It was out of warranty so the guy at the store opened it and bent it back out and voila - it worked, for a while. Next time, they REFUSED to open it or even tell me how to get it open so I could try to fix it again just long enough for her to save the money for a new one plus she had gotten a new computer in the meantime and hadn't sync'd the iPod to the new computer. Besides it was out of warranty - why shouldn't they open it for me? Finally pursuaded a guy at CompUSA to open it and got it open and it started working again long enough to get songs off of it on to her new computer. It's toast now - going to see if we can't get a little money for it - they they sell for about $50 as salvage.
DD saved money babysitting to buy new 60GB one. Had it two weeks when we had a terrible incident (another story but local boy gave her alcohol back in June - 2 pints - then left her for dead or to sober up by RR - the brand new iPod was crushed either when she passed out or when they came back several hours later to try to pull her up so they could drop her somewhere she could be found). After the main scare was over and we knew that she was going to be okay, I was sick that she lost her gold cross necklace coming home from the hospital and the new iPod she worked so hard for was broken. Then it hit me that I charged the iPod on AmEx so I called their purchase protection service and sure enough, it was covered. Took a little over a month to go through all the paperwork but they credited my account last week and I ordered her a new one and she got it Friday! AmEx as great to work with and it's the first time I have ever done anything like that but it sure felt nice. Grandma replaced her gold cross (it originally came from grandma) with a new one.
So never give up when you are right - someone will listen and you can usually get results.
And yes, don't cross MCM - that has long been the policy at work - I am a VERY nice person until you cross me. Then WATCH OUT!
music-city-missy
Well-known member
Nan that is GREAT! Keeping this one handy!!!!!!!!!!!!!! nt
Add this one for Brighthouse Cable (alternate name: Rat Ba$tards!: after going through a 20 minute
hardware test led by an inanimate batch of audio pixels, I found that answering a loud "NO" for each of the responses got me to a service person in 3 questions.
Inanimate audio pixel:
"I'd like to ask you a few short questions to provide information for the service attendant. Can you see the lights on your modem?"
NO.
"Okay. If I hold on, can you move the modem around until you can see them?"
NO.
Would you like to speak to a technician?"
YES.
hardware test led by an inanimate batch of audio pixels, I found that answering a loud "NO" for each of the responses got me to a service person in 3 questions.
Inanimate audio pixel:
"I'd like to ask you a few short questions to provide information for the service attendant. Can you see the lights on your modem?"
NO.
"Okay. If I hold on, can you move the modem around until you can see them?"
NO.
Would you like to speak to a technician?"
YES.
My boyfriend is as calm as a sea breeze! When I stranded >>>
in his new car five hours from home, he was the one who calmed ME down. (It was a brand new Audi, mind you!)
When I flooded his apartment (well, it flooded itself due to bad pipes but I was the one present when it happened) he made all the calls so I got help getting the water out. Did I say it was HIS apartment.
Every time I'm broke he quietly makes sure that I have gas on my tank and everything else I need.
The ONLY time I have seen him angry was when he was on the phone with Microsoft, screaming "I want my money back you evil bastards!!!"
He had a major crash with a brand new computer - and this man of mine is a computer engineer.
Microsoft is banned here now. We only buy from the fruit company!smileys/wink.gif (As Forest Gump would say smileys/smile.gif
in his new car five hours from home, he was the one who calmed ME down. (It was a brand new Audi, mind you!)
When I flooded his apartment (well, it flooded itself due to bad pipes but I was the one present when it happened) he made all the calls so I got help getting the water out. Did I say it was HIS apartment.
Every time I'm broke he quietly makes sure that I have gas on my tank and everything else I need.
The ONLY time I have seen him angry was when he was on the phone with Microsoft, screaming "I want my money back you evil bastards!!!"
He had a major crash with a brand new computer - and this man of mine is a computer engineer.
Microsoft is banned here now. We only buy from the fruit company!smileys/wink.gif (As Forest Gump would say smileys/smile.gif