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    HP BAD service quality (part II)

    Discussion in 'HP' started by tempoct, Mar 8, 2006.

  1. tempoct

    tempoct Notebook Consultant

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    Hi all,
    As some of you might know that my laptop suffering from random hang up problem and HP quoted me 1 month turn around time for the service due to the motherboard has to be replaced and they don't have it in stock (BS, they keep selling the CTO on their site). I need to send the lappy in two time for them to diagnose it correctly which wasting another 2 weeks for me. FedEx has picked up at the end of Jan.

    My patience was running out at the end of Feb so I call, and call and call to HP support since they keep postponing the completion date on that. The lappy get "fixed" and send it back to me last week.

    So, I think this should be it. I got the lappy last week, test with MemTest for a while and things seems right. I am glad I have my computer back.

    When I took it home, where it is much quieter than my office, I turn on the laptop and it is showing a new problem now. The motherboard is making very loud high frequency buzzing, especially when running graphic intensive app, like OpenGL screen saver. :mad:

    No, it's not HDD seek noise and it's not CPU fan noise.

    To me, it's like, oh, not again. They never check what they have repaired that it is in correct working order. I did chat with customer service on-line, no help, I call in and got "oversea" call center, no help, I call in again got call center in Seattle and the guy there help me setup another pick up service. :( :mad:

    Shipped Friday last week. It turns out that the motherboard has to be replaced AGAIN! OMG, where is QC here???

    To be the worst experience, they say that they do not have the MB in stock AGAIN! and quote me that the MB will be in on March 24 OMG. I can't stand this! So I ask that my case to be escalated. I got escalated to another department called "HP Corporate Service Case Manager" or something like that.

    The service manager seems helpful but quite hard to get access to talk with. She try to expedite my case at the service (technical) center that fix my laptop but I don't have much hope in them.

    I try to call the case manager for the whole they but can't reach her. I'm quite REALLY mad now. I call her like 10 times today and always got voice mail. They need to do something better than this.

    I will call in again tomorrow and ask for a new laptop. This is rediculous already.

    My next laptop? Probably NOT HP/Compaq for sure.

    tempoct

    Here's my previous thread;
    http://forum.notebookreview.com/showthread.php?t=41268
     
    tempoct, Mar 8, 2006
    #1