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HP/Compaq Won't Cover Battery

By Ed Foster, Section The Gripelog
Posted on Wed Mar 02, 2005 at 11:26:45 AM PDT

The cover for a laptop battery is one of those little things you don't even think about ... except when you don't have it.

"My Compaq laptop was still in warranty and it was not charging its battery properly," a reader writes. "So I called Compaq, got a case number and sent it in for repairs. When it came back, it was missing the battery compartment cover! I first called on Feb. 11 and was told I would receive the part in a few days. I have been promised one from Compaq over and over again since, and they still haven't sent me one."

Since the lack of a cover was rendering his portable computer virtually useless, the reader purchased a replacement part on eBay. But while his laptop is now working again, the way he was treated still rankles. "Whenever I call I get somebody in India who says there's nothing more they can do," he writes. "I found a corporate ethics page on HP's web site with a mail address for HP's Office of Business Practices. I am drafting a letter to them with a chronology of what happened, including all the promises of calls from a case manager and shipment of my part 'tomorrow.' I also found a web form for sending mail to interim CEO Robert Wayman, and I will send the letter to him as well. I am asking for an apology and $20.98, the cost of my part on eBay. What do you think my chances are?"

< A Fair Job on the FEULA | Spam for TaxAct >

HP/Compaq Won't Cover Battery | 27 comments (27 topical) | Post A Comment

When I called HP's previous CEO...[ Reply to This ] (none / 0) (#1)
by Anonymous User on Wed Mar 02, 2005 at 05:35:51 PM PDT

... about a laptop (it wouldn't run Win95, a design problem), I reached a kindly ombudsman.

Seems that thus guy was there just to field calls like this.

He worked out a total cash refund (no deductions) for a laptop that I had owned for three months, stuck in Win3.1 land.

Do not waste your time on an e-mail or web link.

Call, write a letter. Right to the top.

Sure it was a while back, but it's still the way to proceed.

Andy

[ Reply to This ]

Calling or writing a letter[ Parent | Reply to This ] (none / 0) (#2)
by Anonymous User on Thu Mar 03, 2005 at 05:45:39 PM PDT

Calling or writing a letter may be problematic for some users though. Calling might be expensive (if there's no 800 number) or might mean being stuck on hold for ages, and then getting to teach someone a bit of English, rather than accomplishing anything useful for the time wasted. Writing a letter costs money, and you'd need to know where to send it. And then it takes time to wend its way to the destination. A phone call arrives immediately, and an email arrives within minutes, if not immediately, and the latter is free and the former might be, by contrast. Also, you can phone, send email, or click a link without leaving your home and perhaps without leaving your computer. You have to traipse about getting paper, an envelope, a stamp, and finding a post office or drop slot in order to mail a letter; throw in a trip to the bank to get money out and we're talking a three or four stop shopping trip and probably ~2 hours, which is even longer than the time you'll probably spend on hold if you go the phone route and get treated poorly. Not a very good choice if you want them to hear your complaint five minutes ago, rather than sometime next week, if ever.

[ Parent | Reply to This ]

Bah[ Parent | Reply to This ] (none / 0) (#3)
by Anonymous User on Thu Mar 03, 2005 at 05:51:18 PM PDT

Why does this blog completely wipe all formatting from comments? I post comments fairly often on 2 other blogs, and on multiple Webboards, and on all of them, blank lines and other formatting carries through intact when a comment is posted. Not this one -- every linefeed seems to get stripped, so what could have been a coherently organized set of paragraphs becomes one long, monolithic and less readable paragraph. Is it a configuration option that is turned on in most blogs and off in yours? If so, could you please turn it on? Thank you. Also, threaded comments makes it clearer when comments form a branching structure of references, but harder to find new comments when returning later. You have to examine every one of them to see if it's new, because there might be new ones above the first one you'd read before. This isn't the case in any of those other places; all new comments are added at the bottom, in chronological order, so you just skim up to the first familiar one and then read down to the end to catch up, without having to examine them all. Here, some posts get upwards of 100 comments and it becomes very tedious looking for new ones when it means examining all 100 of them.

[ Parent | Reply to This ]

Formatting[ Parent | Reply to This ] (none / 0) (#4)
by Jarulf on Thu Mar 03, 2005 at 11:58:27 PM PDT

Are you using "HTML formatted" or "Plain Text"? In Plain text, all blank lines and such are kept. You can't use HTML formating though.

As for threading versus other systems for showing discussions, each one has its advantages and disadvantages and everyone seems to prefer different variants. You can of course always register, then new posts since last visit are marked in nice red colour saing [NEW], quite easy to spot. In addition on the main pages, it will also tell for each topic if there is any new posts (and how many new), so consider registering.

[ Parent | Reply to This ]

Register??[ Parent | Reply to This ] (none / 0) (#6)
by Anonymous User on Fri Mar 04, 2005 at 03:02:08 PM PDT

What? Register? And have yet another login and password to keep track of? The problem with that is that this isn't the only site on the Web, and there's a ridiculous number these days that actually require registration. One can only memorize so many names and passwords, and there's no universal ID you can use at all sites (and it would be a privacy nightmare of the worst kind if there were!) so one must pick and choose only a few sites at which to register. Any site that doesn't absolutely require it isn't likely to end up being one of them. As for formatting options, I don't recall ever selecting any formatting option -- just typing in a subject and a comment and clicking Post.

[ Parent | Reply to This ]

Heh[ Parent | Reply to This ] (none / 0) (#8)
by Mason on Fri Mar 04, 2005 at 07:08:25 PM PDT

That sure is a lot of complaining about a free and useful website. Can't win for losing!

[ Parent | Reply to This ]

Re: Register??[ Parent | Reply to This ] (none / 0) (#9)
by foxyshadis1 on Sat Mar 05, 2005 at 12:22:17 AM PDT

You could always register with a nonsense name and password, reset the password every time you want to log in, and use cookies to make that happen as rarely as possible.

If you really don't want to, you should look around the site a little more. It's right there at the bottom: Change nested to flat. You might have to do it with each page, or it might save a cookie, not sure, but if that's what you want the option's available.

[ Parent | Reply to This ]

log in[ Parent | Reply to This ] (none / 0) (#12)
by Jarulf on Thu Mar 10, 2005 at 11:25:53 PM PDT

>You could always register with a nonsense name
>and password,

Or one can have a "standard" login/password for all such places were there is no harm done should it be lost or found out.

[ Parent | Reply to This ]

Registering is not as bad as you say[ Parent | Reply to This ] (none / 0) (#14)
by ekuns on Tue Mar 15, 2005 at 04:29:39 PM PDT

Sometimes it seems that people just need something to complain about. First of all, if you were using a proper browser that keeps track of your passwords for you, the whole issue of login and password becomes mostly a non-issue. Use the right tool for the job. (There are many browsers that will do this for you, including even Internet Explorer I believe.)

And others have pointed out how easy it is to have one common username/password to be used at a bunch of web sites where your security is not critical. That is, no financial or private data associated with the login. I generally use the same User ID at every single web site I register at, so I only have to keep track of passwords. And Mozilla does that for me very nicely. It's not even hard to port memorized passwords from one Mozilla to another on another machine. (Although that requires knowing where a configuration file is and manually cutting and pasting some information to another file.)

For long term memory of passwords, I use my Pa1m with some wonderful software: SplashId. Yes, it means spending a little bit of time to keep track of that stuff, but I only need to reference it on rare occasion. Usually only when I am logging into a site for the very first time from a browser on a new machine.

Finally, immediately to the left of the POST button is a drop down box that shows three options: "HTML Formatted" and "Plain Text" and "Auto Format". That drop down box is right between the "Preview" and "Post" buttons.

[ Parent | Reply to This ]

Lucky you[ Parent | Reply to This ] (none / 0) (#16)
by Anonymous User on Fri Mar 18, 2005 at 01:24:58 AM PDT

"I generally use the same User ID at every single web site I register at." You must be extraordinarily lucky then, not to have ever found a single place where your usual ID was already taken by someone else.

[ Parent | Reply to This ]

Time to find a better one then. =D[ Parent | Reply to This ] (none / 0) (#18)
by foxyshadis1 on Fri Mar 18, 2005 at 02:12:00 PM PDT

You must admit, ekuns (and my own, foxyshadis) aren't the type that anyone else would really use. It's not too hard to come up with a unique name. I only use a 1 when I need a second account or somehow locked myself out of my first one.

I mean, hey, it beats Cloudiroth69 or JoeNamathFan12.

[ Parent | Reply to This ]

Welcome[ Parent | Reply to This ] (none / 0) (#91)
by Anonymous User on Sat Nov 18, 2006 at 06:53:35 AM PDT

Very good site, welcome to my page: http://bdsm7.infogami.com/

[ Parent | Reply to This ]

Formatting[ Parent | Reply to This ] (none / 0) (#5)
by foxyshadis1 on Fri Mar 04, 2005 at 01:09:14 AM PDT

Set it to auto formatting, which allows html while keeping basic formatting. I made a suggestion to jeff to make it default some time ago but I think it got lost.

The main problem with an email is that it's perfectly easy to lose, ignore, or delete an email without you ever knowing, leaving you in the dark. At least on the phone you know if you get hung up on or just come back to the same menu. For a company with as shoddy service as HP/Compaq, there's really no good full-proof method of getting through, it's all a crapshoot.

[ Parent | Reply to This ]

Ignoring email[ Parent | Reply to This ] (none / 0) (#7)
by Anonymous User on Fri Mar 04, 2005 at 03:09:27 PM PDT

It's perfectly easy to lose, ignore, or circular file a snail mail too, and more expensive for the sender of the lost mail. It's probably just not worth bothering with. Companies don't want to hear from customers these days, except when it's a cheque they're getting, and they go to amazing lengths to insulate the human beings in the company from any kind of contact with real, live customers. Phone a modern company and enter a bewildering labyrinth, or end up on hold for months on end. Send them email and it's likely to bounce, even from standard addresses like "webmaster" and "postmaster", or disappear, or produce a robotic response. Emailing any ISP's tech support tends to produce a canned response that proves beyond a reasonable doubt that no human being with an IQ above the mid-teens actually read one word of your mail, for instance. Snail mail actually costs extra time and effort and money to send, and there's no reason to suspect it will be received any differently. That leaves face to face, which means time, effort, and money again to go to one of the company's points of presence and demand to speak to a manager. With the rising price of petrol and the increasingly bad traffic even at midday smack between the rush hours, it's a very significant amount of time, effort, and money in fact.

[ Parent | Reply to This ]

yes[ Parent | Reply to This ] (none / 0) (#96)
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[ Parent | Reply to This ]

You're complaining about the cost of a letter!?[ Parent | Reply to This ] (none / 0) (#15)
by ekuns on Tue Mar 15, 2005 at 04:57:04 PM PDT

Come on, if you have to go to the bank to get money so that you can buy a stamp and an envelope and some writing paper, you have to loosen up your finances a little bit. The total out-of-pocket cost for all of that should be WELL under $1 US. Perhaps 45 cents for a single several-page letter if you have a lot to say. (Assuming US postage rates.) If you really cannot be bothered to leave your home, you can order US postage stamps and writing paper and envelopes online and leave your letter to be picked up from the mailbox at your house. (I know that some places do not pick mail up at houses and that most apartments do not provide a mail drop location.)

Most companies (and government officials and offices and newspapers and radio stations and ... you get the point) take physically mailed letters more seriously than they take a phone call or EMail exactly because it takes a little bit more effort to do it, so most people don't bother. When they know a copy of the letter has been mailed to a Better Business Bureau or equivalent, that helps as well.

If you are going to write an EMail, just save a copy of the text of that EMail. Print it out or hand write it down and mail that. Very little more time than you spent to write the EMail, and you just have to spend the above mentioned 45 cents to put a paper copy in the mail. It costs more than that if you buy envelopes and sheets of paper individually, but you can get a box of 50 to 100 envelopes for $1.50 and a ream of paper (500 sheets) for $2.50 or $3.00. And US first class stamps are $0.37 each. I know that first class postage is more expensive in most (or all?) European countries, but it is not enormously more expensive. I assume that paper and envelope prices translate pretty straightforwardly.

Honestly, next time you go to the bank, get an extra $5 out and then the next time after that that you visit a grocery store or drug store, buy some paper and envelopes and the stamps if you can buy them there. (Which you often can.) If you cannot buy stamps there and cannot be bothered to find a post office, then you can order stamps online. Now that you have spent this windfall of $5.00, you are prepared for at least several dozen letters, depending on how many stamps you bought.

Having said all of that, I usually phone first if I have a problem. I have usually, but not always, gotten a good response from phone calls. I have almost never gotten a useful response from sending a company an EMail. On occasions when a phone call does not help, I write a letter. It really does make a difference.

I can almost guarantee that most companies will not take an EMail very seriously. The more effort you put out on contacting a company, the more likely the company is to take your complaint (and you) seriously.

[ Parent | Reply to This ]

Yes, and it's easy to see why.[ Parent | Reply to This ] (none / 0) (#17)
by Anonymous User on Fri Mar 18, 2005 at 01:33:17 AM PDT

Yes, and it's easy to see why -- by effectively artificially raising the barrier to entry to submitting an effective complaint to them (say, by ignoring email), the company discourages feedback and ends up getting a lot less of it, which translates into being able to get away with more egregious practises than otherwise, and ripping off the customer more than otherwise. If a company values feedback it will provide as friction-free a way for customers to provide it as possible and then actually listen to whatever feedback they send that way. Email is ideal, since you can do it from home or the office for basically zero cost with just a little typing. If a company won't accept, or technically will but won't use, feedback simply because it was submitted using a relatively easy method, then they obviously don't value feedback. It's that simple. Also, it's IMHO wrong to have to pay for the privilege of reporting a bug or other problem with a product or service. Whether the payment gets collected by the vendor or by some third party, such as the post office, makes no difference -- having to shell out at all is not acceptable. Also, in your posting you seem to assume that everyone on earth has a steady income, a car, and other such conveniences that make an extra side trip to the post office now and then no big deal, and extra money spent in the single digit range no big deal. This is untrue and seems to betray some elitist attitudes on your part.

[ Parent | Reply to This ]

ss[ Parent | Reply to This ] (none / 0) (#98)
by Anonymous User on Fri Aug 15, 2008 at 04:02:15 AM PDT

ssss[ Parent | Reply to This ] (none / 0) (#99)
by Anonymous User on Fri Aug 15, 2008 at 07:49:50 AM PDT

666666666[ Parent | Reply to This ] (none / 0) (#100)
by Anonymous User on Sat Aug 16, 2008 at 05:12:20 AM PDT

Tax Act bug[ Reply to This ] (none / 0) (#10)
by Anonymous User on Tue Mar 08, 2005 at 02:08:14 PM PDT

I've used Tax Act for a year or two, since Ed's post about the evils of TurboTax, and this year when my mom wanted to buy TurboTax, I told her to get Tax Act instead. She did her federal taxes, then paid for and downloaded the state tax software, and after that could no longer open her federal tax file! The error was NOT user friendly; it was a programmer's error message [Error blah::blah()], not an end user's message, and she had no idea what it meant.

I reinstalled the software (sans the state), but we were not able to recover her file, so she had to do her taxes all over again. I'm disappointed to say the least. What are the other options, please?

[ Reply to This ]

Alternatives[ Parent | Reply to This ] (none / 0) (#11)
by Mason on Tue Mar 08, 2005 at 07:50:21 PM PDT

I've used Tax Cut from H&R Block the last few years, am relatively happy with it, and plan to use it again this year. So far, there have been no activation hassles, no copy protection to mess with, not even a serial number to worry about, which also goes a long way in my book.

[ Parent | Reply to This ]

I agree, I like TaxCut[ Parent | Reply to This ] (none / 0) (#13)
by Anonymous User on Fri Mar 11, 2005 at 10:59:05 AM PDT

I have used TaxCut for three years now. I have been happy with it overall, though I will relate one weird problem. I bought TaxCut federal and state. After installing federal, I went to install state. It got to the end of the installation and then my computer suddenly rebooted. I figured it was on of the usual 100 random windows problems.

When I tried to run TaxCut it would not run, it gave a generic error message about not being correctly installed. When I tried to install the state again, it would say that a file could not be found on the CD, though I could see it there on the CD using windows explorer. I already had a new CD-ROM drive I was getting ready to install, so I installed it and tried installing TaxCut state again (just to make sure there really wasn't a CD problem), same deal. I tried uninstalling all of TaxCut and still it gave me the same issue.

At this point I called customer support (I usally avoid this, it is usually a waste of my time, I am an experienced software engineer and I usually know more than whoever I am talking to) and they suggested I had accidently bought the corporate version! I had to read him the entire front of the CD-ROM disc before he would belive me that I had bought the right application.

I went around with him for a bit, but he could offer no help.

I was finally able to find on my own through trial and error that TaxCut during installation had created some sort of temporary directory that had not been deleted when my computer rebooted. For some reason, during each reinstall attempt it kept trying to read the files from that temporary directory instead of the actual CD, hence it kept saying it could not find some file that was no longer in that temporary directory. Once I got rid of it, everything worked fine.

[ Parent | Reply to This ]

problem using taxcut state[ Parent | Reply to This ] (none / 0) (#19)
by valleriekb on Wed Jan 11, 2006 at 04:34:02 PM PDT

I bought TaxCut Deluxe+State from a promo sent to my home. The Federal program loads fine, but the state program prompts for an 'install' key and won't accept the 3 that I've tried (original, plus two received from customer support). Uninstalled/ reinstalled, same thing, none of the keys work. I'm not running any spyware/ virus software. My machine is running Win98. I think it's a bug in the software, unless someone knows something I don't on this?

[ Parent | Reply to This ]

erf[ Parent | Reply to This ] (none / 0) (#97)
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[ Parent | Reply to This ]

lingerin [ Reply to This ] (none / 0) (#94)
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[ Reply to This ]

silent killer[ Reply to This ] (none / 0) (#95)
by Anonymous User on Tue Jun 17, 2008 at 12:03:12 AM PDT

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[ Reply to This ]

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