Another Update on my Experience with HP:
On December 23, I sent in my HDX 18t for repair. The repair order is listed as "cosmetics part replaced to make like new" on the ticket. (Basically the front silver bevel was never fastened securely... not a big deal, but really annoying.) I received a notice from HP that I could expect my notebook returned to me on January 7 (today).
Since the status wasn't updated, it was pretty obvious that I would not be receiving the notebook back today. So I called yesterday for an update, and was told I'd receive something by e-mail later in the day. When nothing arrived, I called back at the end of the day and was told to expect information about delivery today.
Still nothing, so I called again this morning. This is when I ran into the most surprising, unpleasant experience I've ever had with any company's Customer Support.
I spoke with a representative who spoke with a very thick accent. I had difficulty understanding him and had to ask him to repeat himself several times. He apparently had a similiar problem, because he asked me to repeat myself as well. When he finally said something about "waiting for a replacement motherboard part," I became concerned. Why would tech support be fooling around with my notebook's motherboard when it was only in for a plastic bevel to be glued down properly?
Trying to get more information became both frustrating and amusing. So I finally asked if there might be someone else I could speak with. That's when I was called a "stupid American." After a moment of being stunned, I asked to speak with a supervisor. He said that he could not escalate my call without documenting a good reason. I said that I have two. For one thing, I didn't understand his comments about repairs to my motherboard. But more importantly, I wanted to speak with a supervisor regarding his insulting remarks. He said those are not good enough reasons and that he declines my request to be transferred. I repeated my request several times to no avail.
He then asked if I was a computer technician. I asked how that was relevant and he replied that I'm obviously not smart enough to know what a motherboard is and that I should really learn how to speak English. (By the way, I've been a full-time public speaker for a living for the past two decades.) The call concluded with him hanging up on me.
Attempts to follow up and report this experience were nothing short of frustrating. I called a different HP number and spoke with a nice woman named Crystal. She said that there was no record of my notebook needing a new motherboard, and that I should be receiving the unit back by the end of the week. But she wanted to transfer me to Customer Support specific for the HDX so I could report my experience. After sitting on hold, I found myself back to the same department that I started with (including speaking with an accented individual, though I had no trouble understanding him). When I asked to be escalated to a supervisor as Crystal had instructed me, he declined and said that there was no point in reporting the problem further.
I finally contacted someone at HP in Palo Alto, CA, to report what happened, and they responded in a professional, appropriate way. Still, I feel really kind of stunned at the whole thing.
Here's hoping that I get my notebook back soon, and that I
never have to deal with HPs Customer Service again. Bleh.
EDIT: Hmm. The status of my repair has just been changed to reflect a return delivery date of 1/21. So much for it being shipped back to me "by the end of the week." Grrrr...
Click to expand...
Problems? See this thread at archive.org.
![[IMG]](images/storyImages/16thm3.jpg)
![[IMG]](images/storyImages/servicesxz4.jpg)
