Unbelievable Incompetence

[ChristopherTD]

If there is anyone in these forums who has an inside track to someone senior in HP in England I would be very grateful.

I have now wasted 10 days trying to get my iPaq replaced under a CarePaq. In 20 years in the industry I have never encountered such incompetence and ineffectiveness. None of their departments can talk to each other, they are unable to look up even the simplest customer details, and they have failed 3 times to deliver the replacement. This latest failure comes despite the personal intervention of a supervisor.

I just cannot believe how badly they have handled this, and this for a paid-for next day replacement. IBMs free warranty service was infinitely superior.

I like the iPaq but this experience has left me disinclined to remain an HP customer.

I can't even get through to anyone to escalate it because they keep cutting me off or losing me in their phone system.

Does anyone have any suggestions or contacts?

[dhettel]

Yes start at the top, try this page: http://www.hp.com/hpinfo/execteam/email/fiorina/index.html

I have found if you are polite, and you have a real problem, you'll get results here. You'll be passed down the ladder, but it works. Do expect it to be tomorrow or even next week. But you can get satisfaction here, if you don't loose your cool. I have.

David

[ChristopherTD]

Thanks for that. I have been polite so far, until 10 minutes ago when I discovered that I was no closer to getting a replacement. What is galling is that nobody seems willing to make anything happen, they just all say, "I can't do that".

[andrei]

I had a similar problem with HP in Ireland (it turns out that all calls are re-routed to UK) and after 4 weeks and loads of phone calls I managed to speak with a guy named David in Customer Care (not Tech Support). He promised to send me a cheque for the amount I paid for the CarePaq. I had to wait "only" 4 weeks to get, but it was finally solved.

2 weeks after this, I upgraded my ROM with a patch on the HP site, and surprise, my iPAQ was working only at 300MHz. I made a quick call to the Tech Support guys, promised to get a replacement next day, and ... indeed, next day I received a box through UPS. The only problem was that there was no iPAQ, just an empty box. They managed to send the real thing the following day.

Anyways, David's phone no. is +44 (1189) 162 118. I don't know his surname, but give it a try.

[ChristopherTD]

I had a similar problem with HP ...
Anyways, David's phone no. is +44 (1189) 162 118. I don't know his surname, but give it a try.

Thanks for the tip. I am still without a replacement. Yesterday, being Monday and day 11 in the saga, I contacted the HP Product Manager at the reseller I purchased it from and they got their contact at HP to follow it up. Despite the HP Carepaq manager spending the whole day at it the best he could manage was a possibility of a replacement being delivered on Wednesday.

If a product specialist inside HP cannot manage to make anything happen, what hope has the end user?

It is just unbelievable.

[andrei]

Well, I'm getting used with this kind of stuff. You should live in Ireland for a while to really understand how little most companies care about the end customer :cry: