Is This What Business Has Come To?

Sit back for a little tale from the customer disservice department. It appears that customer service is a thing of the past for HP. A friend recently ordered three high end customized laptops. Her experience so far as been harrowing to say the least. She first received miscommunication about restore disks, then it's been a downward spiral to the customer service reps giving her "we're sorry, but that's the way HP does things."

What's truly amazing about this saga, is the fact that none of these reps seem to care about the customer. The first rep "Dennis" wasn't able to give many answers at all. Followed by a lady that wouldn't give her name being flat out rude. So I intervened, fired off a letter to hp's ceo inquiring about looking into these issues. To which, I was quickly responded to with "we apologize" and we'll look into it to see how we can resolve things. Then a 2nd response requesting my friends contact info to help. I was impressed, by the quickness of the response. However, this was a major let down. I had my friend call them directly, and much to my surprise the following events took place.

The first rep disconnected her, the 2nd didn't seem to know how to resolve the problem. Then the 2nd lady (keep in mind neither of these reps identified themselves by name at all) referred her to Collin. Collin listened intently, but the only responses he gave to the questions or concerns raised: "I'm sorry or That's the way HP does things." The question was then raised, "If you can't provide good customer support then what will it be like once I have the computers and need tech support?" Much to her amazement absolutely no reply at all. I feel HP really has dropped the ball on this. So I am going to email them this blog and see if that maybe gets someone’s "attention." If not be prepared, there will be segment on the OnComputers show about this. So that this won't happen to any soon to be computer shoppers.
Till next time...