windmilltilting
07-10-2005, 05:54 AM
The letter I sent to HP board of directors says it all.
I have been a long time HP customer. I have owned an Ipaq 3835, 4155, and recently purchased a 2755 in April 2005. I was very pleased with the 4155 when I made my decision; I wanted the newer model because I felt that my needs had outgrown its capacity. I had high hopes for the 2755 because the 4155 had been so reliable. Within the first week with my new 2755 I started experiencing problems with the wireless LAN. After exhausting all options on the internet and many hours of resets and reinstalls I called customer service. This was frustrating because they immediately wanted me to perform hard resets and reinstalls. Due to the nature of windows mobile, this is a lengthy involved process, which I had already invested a great deal of time on. Then they informed me that I would have to send the unit back to HP for service with a five day turn around. This was very inconvenient. I rely on this device to manage my very complicated hectic schedule and as a reference tool for my occupation. I am a Police Officer, and I need my calendar and references in a handy, easily accessible format. The pocket pc is perfect for this, but if it is at HP getting repaired, it is worthless to me. I was a good sport, and sent it in anyway. When my unit was returned, the documentation on the repair form stated that no parts were replaced and the problem description stated "other- see comments". A second letter was included which detailed the procedure for performing a full reset (the very first thing I tried). My unit seemed to work however, and I assumed HP had a better flash ROM procedure which was applied to my device.
About three months have passed, and although my 2755 has been a little buggy, I have been pleased. When the recent ROM update was posted I installed it, with the reasonable expectation that at least some of the minor bugs would have been worked out. I was disappointed. As far as I can tell, there is no appreciable difference in the performance of my Ipaq except that the wireless LAN issues from April have returned. Tonight, I called HP support and after forty five minutes on hold, have been informed that I will have to send the unit back to HP to get the LAN card replaced. This SHOULD have been done when I was terribly inconvenienced in April, or more horrifically, I am to be inconvenienced twice unnecessarily due to a software problem. HP support has been less than apologetic through the ordeal. The 2755 is supposed to be the best HP product on the market; I am surprised at the poor quality I have experienced and the lack of support from HP. Fellow Police Officers often come to me for advice on handheld computers, and I have often recommended your products. I feel very strongly under these circumstances that I will have to cease making HP recommendations.
I feel that your technical support should be able to accurately diagnose whether a hardware problem exists, and if there is a software problem, it should be repairable by the customer. If the hardware is at fault, then HP should have an exchange program in place, to insulate its customers from inconvenience due to poor quality. In April, HP should have sent me a NEW unit, not a refurb. After three months or so, I think a refurb would be reasonable, as long as the unit was free of obvious wear. I do not think it is reasonable to inconvenience me further than an express mail trade when the product you sold me for over five hundred dollars is at fault.
Thank you for your time and attention to this matter. I cannot help but be upset with these circumstances. For your reference, my serial # is XXXXXXXXX, and my case # is XXXXXXXXXXX.
What do you guys think?
I have been a long time HP customer. I have owned an Ipaq 3835, 4155, and recently purchased a 2755 in April 2005. I was very pleased with the 4155 when I made my decision; I wanted the newer model because I felt that my needs had outgrown its capacity. I had high hopes for the 2755 because the 4155 had been so reliable. Within the first week with my new 2755 I started experiencing problems with the wireless LAN. After exhausting all options on the internet and many hours of resets and reinstalls I called customer service. This was frustrating because they immediately wanted me to perform hard resets and reinstalls. Due to the nature of windows mobile, this is a lengthy involved process, which I had already invested a great deal of time on. Then they informed me that I would have to send the unit back to HP for service with a five day turn around. This was very inconvenient. I rely on this device to manage my very complicated hectic schedule and as a reference tool for my occupation. I am a Police Officer, and I need my calendar and references in a handy, easily accessible format. The pocket pc is perfect for this, but if it is at HP getting repaired, it is worthless to me. I was a good sport, and sent it in anyway. When my unit was returned, the documentation on the repair form stated that no parts were replaced and the problem description stated "other- see comments". A second letter was included which detailed the procedure for performing a full reset (the very first thing I tried). My unit seemed to work however, and I assumed HP had a better flash ROM procedure which was applied to my device.
About three months have passed, and although my 2755 has been a little buggy, I have been pleased. When the recent ROM update was posted I installed it, with the reasonable expectation that at least some of the minor bugs would have been worked out. I was disappointed. As far as I can tell, there is no appreciable difference in the performance of my Ipaq except that the wireless LAN issues from April have returned. Tonight, I called HP support and after forty five minutes on hold, have been informed that I will have to send the unit back to HP to get the LAN card replaced. This SHOULD have been done when I was terribly inconvenienced in April, or more horrifically, I am to be inconvenienced twice unnecessarily due to a software problem. HP support has been less than apologetic through the ordeal. The 2755 is supposed to be the best HP product on the market; I am surprised at the poor quality I have experienced and the lack of support from HP. Fellow Police Officers often come to me for advice on handheld computers, and I have often recommended your products. I feel very strongly under these circumstances that I will have to cease making HP recommendations.
I feel that your technical support should be able to accurately diagnose whether a hardware problem exists, and if there is a software problem, it should be repairable by the customer. If the hardware is at fault, then HP should have an exchange program in place, to insulate its customers from inconvenience due to poor quality. In April, HP should have sent me a NEW unit, not a refurb. After three months or so, I think a refurb would be reasonable, as long as the unit was free of obvious wear. I do not think it is reasonable to inconvenience me further than an express mail trade when the product you sold me for over five hundred dollars is at fault.
Thank you for your time and attention to this matter. I cannot help but be upset with these circumstances. For your reference, my serial # is XXXXXXXXX, and my case # is XXXXXXXXXXX.
What do you guys think?