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HP Plays Grinch | 87 comments (87 topical) | Post A Comment
HP Repair[ Reply to This ] (none / 0) (#6)
by Anonymous User on Fri Dec 24, 2004 at 07:05:27 AM PDT

HP has outsourced their support to ZOYTO and can be found at zoyto.com. The people that work there don't seem to have a shred of business sense, or common sense for that matter. I was told the final decision maker on this repair was Isaac. On the 22nd I only had his name and email address, so I sent him an email. I had just finished a call with my HP sales rep. (Who is outstanding!), when Isaac called me back. He told me that he needed proof of purchase and was waiting to get it from my sales rep. (I'm puzzled by his lack of knowledge. How would the warranty group know if the unit was in/out of warranty without this info. and further, accept/decline repair without it?). I called the sales rep. back and he told me that the documentation had been sent to Isaac. (I have a track record with sales, and I believe he did what he said he did). On the 23rd at 10am after flipping another email to Isaac, he calls me. States that he is still waiting for the P-O-P. ----continued below---------

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cont[ Parent | Reply to This ] (none / 0) (#7)
by Anonymous User on Fri Dec 24, 2004 at 07:18:59 AM PDT

I go to the HP web site and print the order that shows: Order date, ship date, delivery date, SNs and every component installed. Emailed that to Isaac who tells me that he thinks this will be considered a DOA. I tell him I don't care how it's classified, just tell me when I will have it back in new condition. He won't commit. 4:30 on the 23rd I call and speak to Isaac's super (Lynn) and she tells me that there is nothing can be done right now. After much discussion, she tells me that it is being escalated to another team to make a decision, which won't be reviewed until the 27th! Pleading to speak to a higher authority went nowhere, and after bubbling over in frustration, I made it clear to them that I was not going to waste any more time with them and my being reasonable has been exhausted. I hang up and decide to return both units. I received a call some 15 min. later from a customer service rep. She is incredibly nice and listens to the whole story. She cannot get the unit repaired but offers to assist me in returning the units. (Apparently ZOYTO had flipped this to her stating that they were not going to work with me? I only wish ZOYTO had told me up front on the 20th that they would not repair the unit since that seems to be where it ended.) BTW. The second unit is also defective. It won't run on the battery. Both units are being returned.

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HP Plays Grinch | 87 comments (87 topical) | Post A Comment
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