VENT!! dv2500t & customer service.

This all starter out with my new dv2500t which i haven't had for a week, the left clicker from the mouse came off while i was browsing normally, so i was piss mostly when i haven't had this laptop for a week. So i called customer service to explain my situation and he simply said make sure to take ur hard drive out then he transferred me to India and india guy said they can't work on it unless i have my hard drive in it which i said ur HP dude just told me a sec ago to take it out. Then i told him about the 21 day policy, the indian said you don't have a 21 day return option because you didn' purchase your laptop at a store, I told him YOU ARE WRONG DO U EVEN KNOW YOUR POLICY, then later put on me on hold and corrected himself. I was talking to them for about 30 minutes of BS because i kept getting false info from india dude that didn't even know their policy. I am going to end up returning this 2500t because of it's poor structure quality but i have to admit it is a nice design and eye catching with the black piano finish. I am very disappointed in their customer service, Now please help em get a new laptop as I will be returning this. Thank you..

 

yeah their service is horrible, spent a month contacting them through email and phone for a battery replacement. Between Indians on the phone and them getting my name wrong on my emails I was ready to pull my hair out. In the end I reported them to the better business bureau and only then did it get solved. By the way they have an unsatisfactory rating with them. In the end they sent me 4 ink cartridges for my printer after I refused a $50 gift voucher for their website. Never again

 

I think i might get a t61 since it's seems to be a popular laptop, I know ti's plain and simple but i am more on durability now instead of looks.

 

I guess it all depends on the tech support. Mine did an excellent job (kind of difficult to understand with the accent) and he actually connected me to an actual technician after we tried everything to bring back my dead Compaq (no video, series of beeps). Returned for repair (paid by HP). After 4 days they humbly apologized to me not having a computer for said days and offer to replace it with an HP equivalent with extras. Took the offer and been happy since. They were at a loss why my Compaq died after only 2 months and sent it to HP corporate in Texas for further evaluation since the original repair facility couldn't find out the fault. I couldn't even figure it out with the beeps. No beeps matched any BIOS codes I tried to find. I think the motherboard got fried. HP I think has a policy that if the laptop can't be repaired in 3 days they would replace it, if it's still under warranty. I also casually mentioned that my Averatec which I had for 5 years is still going strong. I had a feeling he was a bit embarassed. Anyways, HP rules!

 

I agree it depends on the tech person you get. I talked to one person who was great and other times I have spoken to complete idiots

 

If I were you I probably would have just hung up and tried again with a different agent. Even Apple's customer service occasionally threw and idiot at me who didn't know policy.

 

hehe the beeps didnt match any bios codes? sounds to me like your laptop just went nuts, mad cow disease maybe?

well customer service is a gamble, not every person you get will be helpful and knowledgeable. its all the luck of the draw really.

 

That's why I bought my laptop from Costco. 3 months and I can return it to the store. I don't want to do that, but it's a nice safety net.

Yeah, tech support is a PITA talking to people in India or the Carribean. That's the newest thing it seems, people in the Carribean. They talk better English than those in India, but they're just people in a cube reading from a script. I always ask, "Where are you from?" when I start talking to them.
I wish all companies would bring tech support back to the states. In the long run, they're not saving any money, just making Americans mad.

 

americans being mad really does nothing lol

if all companies did the same thing then you can be mad all u want but what will that do? will u take ur business elsewhere? since theyre all doing it ur gonna get the same problem everywhere. you gonna do without stuff? of course not, so u can be mad all u want, u will have to buy from one of them eventually

and they kinda are saving money, they pay outsourced salaries which will be a lot less than US salaries. also buildings are cheaper, rules are more lax. and anyways just cuz ur talkin to someone in the US doesnt mean theyre smarter than ppl in india. those ppl in india know 2 languages, indian and english, how many ppl in the US speak another language fluently? some can't even get english right lol

 

Actually, there is already an example of a major US PC firm switching tech support back to the US (albeit only tech support for business customers).

Recently, Dell switched tech support for business and enterprise customers back to the US and instituted an automatic case escalation rule for calls requiring longer than 30 minutes to resolve. This action was largely attributed to the dissatisfaction of Dell's large corporate customers who have fled the company in drove recently. So the moral of the story is, dissatisfied customers equals bad for business, as evidenced by Dell's recent decline in the face of rapid growth by companies such as HP. (not that HP's tech support is any better...).

So in some cases, the cost cutting achieved by moving to India is more than compensated by the loss of large customers who buy hundreds of PCs at a time every few years and generate large amount of revenue for the manufacturer.

PS: if my Indian friends heard me talk about an "Indian" language, they'd keel over and die laughing. Most of them speak Hindi and English, as there's no such thing as "Indian". ;P

 

well no. what it shows is that businesses have more leverage because other companies can come around and promise better support to bring corporations to them. you as a consumer dont have this advantage. HP's business support is very good, its consumer support isnt.

and yes the language is hindi but how many ppl here know what the country is called in its native tongue and the same for the name of the actual language

in the end its not consumers who make a difference, it is big business that dictate things cuz if consumers complaints meant anything, dell would have moved all their support but they only moved the one that mattered

 

Its called Value Engineering.
http://www.bbc.co.uk/blogs/thereporters/evandavis/2007/05/value_engineering.html

Essentially it shows that consumers do not value Support as highly as businesses, therefore you do not get the high quality service that business customers enjoy. The tradeoff here that you have made is that you get a cheaper product, which according to value engineering, you WOULD be happy with, unless you were that unfortunate soul who needed to use the Technical Support.

For if you did value customer support more, you would get it, but probably though higher prices. However HP have obviously decided the few people with problems do not have as much weighting as their satisfied customers.