Remember my aggravation with our 25" Hewlett-Packard computer monitors? The first one lasted about 6 months and died. They sent me a refurbished replacement and that just died this month after about a year and a half.
Art called the company and they checked our records which showed that the warranty had now expired so we were out of luck.
I was so irritated by this whole episode that I wrote an online complaint letter to Hewlett-Packard and yes, I told them I'd be blogging about it. I didn't think anybody would actually read it. Their website showed countries around the world where their products are sold. Anyway, it felt good to just let off some steam and move on.
Art ordered another monitor on Cyber Monday from Costco... a Dell 27". Woo hoo! A bigger monitor! I was feeling pretty excited. We were planning to go and dispose of the dead hp monitor.
And then...
Would you believe?
Hewlett-Packard called yesterday. They'd read my letter and kindly apologized. My case manager, Robin said she understood my frustration and wanted to send me another monitor and have me send them back the broken one.
"Is it another refurbished unit again?" I asked.
"Uh... yes," said Robin. "Would you like to think it over? I can call back."
I turned to Art and asked him. He quickly said, "Yes!"
So Hewlett-Packard is sending me another monitor to try out. Art is cancelling the TWO INCHES bigger Dell monitor from Costco. Sigh...
After I thanked Robin and hung up, Art hugged me and admonished, "You shouldn't look a gift horse in the mouth. Free vs. $300, think about it."
Robin says she'll call me back to make sure everything is all right when the monitor arrives. She's awfully nice.
"Besides," laughed Art. "If this monitor lasts even just another year maybe the technology will be better by then and you'll be able to get an even fancier monitor."
And who knows? Maybe it will be bigger.
I was so irritated by this whole episode that I wrote an online complaint letter to Hewlett-Packard and yes, I told them I'd be blogging about it. I didn't think anybody would actually read it. Their website showed countries around the world where their products are sold. Anyway, it felt good to just let off some steam and move on.
Art ordered another monitor on Cyber Monday from Costco... a Dell 27". Woo hoo! A bigger monitor! I was feeling pretty excited. We were planning to go and dispose of the dead hp monitor.
And then...
Would you believe?
Hewlett-Packard called yesterday. They'd read my letter and kindly apologized. My case manager, Robin said she understood my frustration and wanted to send me another monitor and have me send them back the broken one.
"Is it another refurbished unit again?" I asked.
"Uh... yes," said Robin. "Would you like to think it over? I can call back."
I turned to Art and asked him. He quickly said, "Yes!"
So Hewlett-Packard is sending me another monitor to try out. Art is cancelling the TWO INCHES bigger Dell monitor from Costco. Sigh...
After I thanked Robin and hung up, Art hugged me and admonished, "You shouldn't look a gift horse in the mouth. Free vs. $300, think about it."
Robin says she'll call me back to make sure everything is all right when the monitor arrives. She's awfully nice.
"Besides," laughed Art. "If this monitor lasts even just another year maybe the technology will be better by then and you'll be able to get an even fancier monitor."
And who knows? Maybe it will be bigger.
Squeak away my friend. Now will you write a complaint letter to AT&T for me? After and hour and a half and transfers to four representatives who could not resolve the issue, I simply dropped our service back to basic no frills land line. Who even needs a land line anyway?
ReplyDeleteP.S. Good job Hewlett-Packard management. Too bad the consumer can never get that kind of help on the front line.
DeleteHP seems to be on the ball with their customer service. Hope that new monitor causes no problems.
ReplyDeleteKay, I have had excellent luck like this dealing with Otis Elevators when the elevator in the building malfunctioned and we were getting a run around . The 12.5 hours difference in time between India and the US worked to my advantage, and the stuff got fixed in a day with 5 guys apologizing at the door. (I sent them off to aplogize to an old grandma on the 5th floor, who would go down daily to pluck flowers for her daily pooja/worship rituals and would have trouble climbing back.
ReplyDeleteAnother time Canon Singapore had the fellows at Canon in a dither. After i wrote in, the guys who would not answer my calls, called me 5 times to tell me my camera was ready.
Isnt the Internet Wonderful ! Keep blogging !
Hmm... maybe I should do like you did and blog about all the annoying quirks of my new (1.5 years old) HP notebook computer.
ReplyDeleteWorst of which is that it sometimes overheats when I am skyping with my grandkids, the screen goes black, and I have to turn off the whole computer manually.
Good luck with your new old one. Good onya for being a good sport about it, Kay. And you DID get a hug out of it.
Uh, Dina -- isn't that behavior from your HP notebook possibly a fire hazard? Just worried. Get in touch with Kay's contact? DrumMajor
DeleteHere's the site from which I wrote a complaint, Dina.
Deletehttp://www8.hp.com/us/en/contact-hp/ww-contact-us.html?jumpid=reg_r1002_usen_c-001_title_r0001
I agree with DrumMajor. That sounds awfully dangerous.
I just got an e-mail from hp with this paragraph:
Delete"Great support is still available around the clock by logging in to
http://www.hp.com/go/support . Award-winning HP Customer Care brings a
world of support services right to your desktop. You'll find tips and
tricks, troubleshooting help, drivers, community forums, e-mail technical
support (only available on some products) and much more to help you quickly
get the answers you need."
Thank you both for the advice and links. LOL you should hear what my previous notebook did, usually in the hot Israeli summers: I would get shocks when I put my wrists down on the keyboard to type. Needed to put a dishtowel on it.
DeleteWow, good to know there are actually people in these mega companies. Enjoy your refurished monitor. You made me nervous when I read your first post for I have a new HP backup lap top. Now I feel better about the company. Thanks.
ReplyDeleteexcellent news, he squeaky wheel does sometimes get the grease
ReplyDeleteThey probably read your blog to prescreen you. They figured that you were the fair and honest type. Actually you did follow up about their 'superb' customer service.
ReplyDeleteLucky you! I've written several letters over the years and never got a positive response.
ReplyDeleteWell, congratulations! i hope it turns out to be a good one and as she said, even if it lasts only a year, the technology will probably be better in a year's time. Squeaky wheel, indeed! :-)
ReplyDeleteInteresting, Kay. I'd save the Costo purchase information just in case. (Could have asked for a replacement one 2" bigger because of your hassle.) See how fast they move on that suggestion next time. AT&T is so frustrating to work with, I just go to the store counter to get a "real" human. DrumMajor
ReplyDeleteit helps sometimes to complain...lol!
ReplyDeleteYou never know until you try. Complaining publicly made the difference. You get the replacement free. And yet.....
ReplyDeleteI had very good luck in calling for on line help with my new Yamaha stereo system. My iPod quit working on it just as I was ready to play all of the Christmas music I had downloaded on it. I had to do a lot of waiting on hols, but both the level one guys and the level 2 guy were wonderful, and that third guy had researched my problem and led me through a fix that involved the iPod, the receiver, the TV and the computer. Very cool.
Art is a sensible person and you are fortunate he thinks quickly. I would still be dithering about what to do. Dianne
ReplyDeleteKay this is amazing news! Art's right!
ReplyDeleteWow that is awesome!! I do believe it is because you have a blog and your word has weight...a retired professional. Like RONW said.
ReplyDeleteGee...have you tried your credit card extended warranty? I never gave these things much thought before but due to VISA paying a recent claim (I will be reimbursed for a new phone of my choice, equal or less in value than my Triumph), I am now going to be sure I charge appliances and electronics in full with a credit card...no gift cards.
L...w
Hmmmm... you know what? We haven't used the credit card thing. Thank you for reminding us though. It's good to know. I'm wondering if they really did check out my blog. They can't possibly have that kind of time.
DeleteI've just heard that Hewlett-Packard is really having difficulties right now.
Many bloggers are contacted by manufacturers to review their product and in return are given all sorts of products. I think they realize the power of bloggers.
DeleteL...w
It is always worth complaining, so long as it is done sensibly, as you did. Very happy you saved all that money.
ReplyDelete