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HP's $1,000 Latch | 39 comments (39 topical) | Post A Comment
I had the EXACT same issue with their system[ Reply to This ] (none / 0) (#3)
by Anonymous User on Mon Sep 24, 2007 at 07:16:38 AM PDT

I too had the "HP is trying to get in contact with you regarding your order" thing with a warranty battery replacement. (Luckily for me my laptop actually worked.) Just like the writer, nobody at customer service had the least clue what was going on, or what the website was talking about. They wouldn't let me speak to anybody in the warranty parts department; they could only "send messages". After several weeks of back and forth, my warranty parts replacement was simply canceled, with no explanation given. On my next call, my call got escalated to a "Case Manager", who ended up ordering a battery from the HP online store, paying for it with an HP credit card, and having it shipped to me. (The invoice even showed HP paying shipping to itself, and paying sales tax on the part.) His explanation as to why it was canceled was "it was on backorder too long." (No, that doesn't make any sense to me either, as just because HP warranty parts didn't have any doesn't mean I didn't still need one.) I too, wrote in a couple of e-mails, and was promised somebody would figure out what was going on and get back to me. I too, had endless promises of call-backs and returned e-mails. Yeah, it was all useless. The moral of the story is: ask to have the case escalated to a "case manager". And then do what I did: vow to never buy anything from HP ever again, not even an ink cartridge. SirWired

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Looking Good, Not Being Good[ Parent | Reply to This ] (none / 0) (#8)
by Anonymous User on Tue Sep 25, 2007 at 10:54:59 AM PDT

"His explanation as to why it was canceled was 'it was on backorder too long.'"

What this says is that HP is boosting its statistics to look good. They want to look like they are providing good service, not actual provide good service. By canceling the order, they stopped the clock on how long it takes to get things fixed. Further, a new ticket means more justification for a claim that they solve x amount of problems.

So x amount of problems fixed within y amount of time is really a fudged number to fool people. And HP seems to implicitly admit that.

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22[ Parent | Reply to This ] (none / 0) (#40)
by Anonymous User on Thu Aug 07, 2008 at 06:43:24 AM PDT

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HP's $1,000 Latch | 39 comments (39 topical) | Post A Comment
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