unbelievable ! Nobody buy HP if this is what HP 've done to you.

dear guys

first of all i have to say that now i am super super upset because of HP.
What will you do if you are in such this bad situation ? Nothing to say.This is the letter from my friend to the HP CEO:

So here I am, P I S S E D! It is RIDICULOUS how an American corp can act unprofessional like HP! As a rule of Marketing, each unhappy customer will share their grievance with at least nine other people, and that 13 percent of unhappy customers will tell 20 people or more. I am now sharing my regrettable experience with you guys.

Dear Mr. Mark Hurd,

I would like to inform you of my dissatisfaction with the HP customer services.

On February 14th, 2007, I purchased a dv6000t laptop online, the order number was H9415081. It was a present for my friend, who lives in Vietnam. Needless to say how excited he was to get his very first laptop. According to plan, another friend will help me bring the laptop back to Vietnam on March 17th.

One day later, I got an email from HP stating that the order was declined. No specific reason was mentioned. It took me more than 30 minutes to go through Customer Services and talk to the right person. All she could say was that she would get back to me. The next day, another Customer Rep told me that my order was cancelled because the phone number I gave was mismatched with my credit card’s phone number. She asked me to contact my bank for further details. It was such a surprise for me since during three years of using the same credit card, I’d never heard such thing. My bank, M&T, guaranteed that there was nothing wrong or mismatched.

So there I was, patiently calling HP again. I got to a person named Kristy. She cancelled my order and placed a new one. I confirmed with her the price, the order date, the card verification. Two days later, I received an email saying that my order went through. I was relieved, but as I checked my bank account, the amount HP charged did not match with the price I was about to pay. I went to HP website, checked my order status, and realized Kristy forgot to order a Mobile Stereo Earbud Headphone which came with the laptop for the price of $6.99.

I was upset and decided to call the Customer Service one more time. After being transferred back and forth, I got to a person named Roy. I explained my situation, and asked if he could add the headphone for me since my order hadn’t been shipped out yet. Roy said they could not since the order was already in process. I could not stay calm any more. After all, it was not my fault that my card got cancelled. It was not my fault that Kristy misplaced my order. And it was not my responsibility to go to the HP store and reorder another headphone for $30. Roy was sincerely sorry and offered me a $10 store credit. At that point, I was too tired to argue any more. And $10 will definitely not make me happier. I however still remembered to confirm the order status and shipping date with Roy. He reassured me that the product would arrive on time.

And now, I received this email, saying that my order won’t be shipped until the 5th of March (and even can be delayed up to 10 days). I have bought laptops and other electronic products many times but this recent experience I had with your company has left me with a very bad taste in my mouth.

As the CEO of one of the world’s largest corporations, I know that you will do what you can to rectify this problem to regain my trust in your company and that you will compensate me appropriately. I would really appreciate if you could reply me in the next 7 business days. Thank you for your prompt attention to my request. If you have any questions, please don't hesitate to call me at [edited] or email me at [edited].


Hmm... I think I am still too nice considering what they did to me, but oh well, we still have some basic principles that we have to follow. An effective letter of complaint also has its own set of rules.


Finally , i'm still sitting waiting for my 1st new laptop.Don't know if it arrive on time or not .It's disaster to me if not because i will have no laptop to use while i sold my desktop.It's really really F....Sorry for bad word but it is ....

Any HPer can help me out ? So no HP anymore.

 

I would advise you to remove your personal information.

 

Your laptop got delayed a few days. Life happens and sometimes people make mistakes. I don't know why you would want to get so worked up over a minor inconvenience.

 

My notebook was also delayed untill the 5th, it is not that big of a deal. This is the time of year they sell alot of computers (tax returns and all), and to top it all off they are dealing with Vista Compatability issues, so a little delay in production should be expected. The actual e-mail you got (which I also recieved) stated it would be ready for delivey on March 5th, or no later then 10 days after the origional ship date... that doesn't mean from March 5th to the 15th, as you are making it out to be. In my case, the origional order was supposed to ship on the 28th of Feb, so the 10th of March would be the latest date. Not only that, but you also recieved a $50 coupon to use with HP for your inconvenience. I never saw anything on HP's site that stated they were perfect, but they did offer some sort of compensation...

from the e-mail I recieved...

I would think that you would be happy that they didn't just sell a $1300 laptop to someone with your CC#. They use your phone # to ensure it is really you... similar to someone on e-bay shipping ONLY to a verified address. Not only does it protect you from fraud, it also protects them from fraud as well.

And why did you sell your desktop before you got your new rig? That makes no sense whatsoever.

 

i edited out your personal information.

 

Yeah thats not that bad.....

HP doesn't actually make the computer's they sell ODMs do, component delays and shortages happen all the time. Just make a cup of tea and relax it will find it's way to you soon enough. The dv6000t is like the most popular non Apple laptop out right now so you can imagine how there could be delays.

 

Hey Kucku!!

I am going through worst. Read my posts here.

http://forum.notebookreview.com/showthread.php?t=103687&page=3

 

Things get delayed. That's how life is.

You're kinda overreacting to the whole ordeal, in my view...

 

is this a joke? that letters gonna go through deaf ears. you'd be lucky to get an automated response. okay maybe not but things happen and you have to learn how to deal with it. just remember that there are 1000 happy hp customers for every 10 unhappy out there, you just happen to be on the wrong side of the pool.

 

Very true.

And like stated, delays happen. They'll probably offer you a credit or something, but don't expect the CEO of the largest technology company on the planet to actually call the sales department on this matter. He's got enough to do.

 

I don't that that would be Mark Hurd

 

Actually, it is.

According to news reports, HP's revenues surpased IBM's revenues in November of 2006, making HP the largest technology company on the planet.

 

Then I stand corrected.

 

Ok. i'll be the first one in line to bad mouth hp, and their customer service.

But this, i dont know....you dont think you're over reacting just a little?

 

THank you ejl for editing the info.Maybe i'm just little out of control but imagine you waiting for your new first laptop counting day by day... thinking that the laptop is on da way and they sent you the email...and if they don't sent the laptop on time ,that mean that i have no chance to use the laptop because no one carry it for me to where i live ( i'm out of us).Everything can come to an end.I need more good luck to have my DV6000t.Thank you guys.I know a little over reacting

 

I'll be there in line with ya.

 

Writing to CEO actually helps. I had a problem with a SonyEricsson headset some time ago that their CS refused to fix. I sent a letter to their CEO based in London and in a week I got two brand new headsets overnighted to me with apologies.

As for the issues with shipping that laptop, I think that OP overreacted. Dell is actually much worse; they delayed shipping multiple times, quietly changed processors on me without my approval, etc.

 

I don't really see the problem either...while it is understandable that you were upset over the credit card detail...life happens...but this is really that you waited until the last minute to make this happen. You are trying to save money by skirting the Vietnamese Customs and importation laws...to that I say good for you...never miss a chance to stick it to the man...

But your unbalanced response to the headphone issue is beyond understanding. These are piece of crap ear-buds...you are gonna be really unhappy with what you see when you get them. Seriously you can buy them for $1 wholesale...if you want to find something nice for your buddy you might look at the Koss Spark Plug which go for about $10-$15 on eBay...good sound for a low price. We have 3 or 4 sets here...use them all the time too.

But dude it was not HP's fault you had a deadline so close to when you ordered. That is your fault completely. If it mattered that much you should have gone to Costco or where ever and bought retail. BTW, did you even consider the warranty issue? Did you buy an international warranty and is it valid in Vietnam?

Really, I am not trying to be snotty here but rather pointing out that it's not all on HP...most is due to the deadline issue...nothing HP can do about that...

 

Hey Frds!!

I got pissed too after 45 days delays for my desktop.
Ordered on Feb 1 and now it has been delayed twice to March 16.
I got coupons and credits but still I was not satisfied and wrote an e-mail to the CEO and got a reply in 2 days. Well, the reply was no good; kinda acknowledgment but stil:

From: HP Home & Home Office Store
Sent: Wednesday, February 28, 2007 9:58 PM
To: External ceo-communication
Subject: Feedback to CEO and President Mark Hurd from ***********

Dear *****,

Thank you for contacting the HP Home & Home Office Sales Center.

*****, I apologize for the inconvenience caused to you regarding your order and would request you to call the HP Home & Home Office Sales Center directly at 1-888-999-4747 Monday - Friday: 7:00 AM - 2:00 AM EST and Sat and Sun: 8:00 AM - 1:00 AM EST and ask for the Supervisor as they would be able to help you regarding your issue.

********
********
Thank you for your interest in the HP Home and Home Office Store, we value your business and support. Our goal is to continue bringing you quality products and solutions.

Best regards,

 

A big fuss.

Just cancel the order and order again.

They decline your order to protect your bank account. They declined mine as well but I see no problem with that since the shipping address and billing address are different.

I like HP's service much much better than those in Chase bank ;-)

 

At least you are getting coupons. When my Dell order was delayed by 45 days, they told me if I wasn't happy with that, just cancel. It's too bad none of these companies care about customer service. And yet I'm probably going to order an HP laptop tomorrow. Just another sucker...

 

Wow, sure, its not coming for a few more days, sh!t happens dude, delivery on stuff is always pretty reckless, and I really cant beleive your throwing your arms up about the woman forgetting to order you an earphone bud.

lol

 

To add to what has posted posted above...

If you are freaking out now.... Wait till you need SERVICE on the unit!!! _ You have NO idea on the run-around you're going to get on that...

On declining your order, on the phone number mix-up etc... There is alot of credit card fraud- For whatever reason that got screwed up consider it a blessing than someone that will take the credit card number over the phone+ and not verify any info.

Crooks love it when they can find a company that will ship them stuff on a stolen credit card.

 

Kucku i agree with you 100%. I have been going through a living HELL for over two weeks now, trying to deal with those idiots at HP. I have been into computers since the seventies. In the last ten years i have bought over a dozen computers, from Dell (Desktops,Laptops, Toshiba Tablet, and Gateway Desktops,Laptops.) And i have NEVER seen anything like the idiots at HP. On Feb. 19 i ordered a DV9000T with everything in it. On Feb. 20 i looked at the order in the e-mail they sent me and i noticed it was wrong, i ordered it with 2 Gig of memory and it only showed 1 Gig. So i called them and told them they had the order wrong and that all i wanted to do was change the order to make it right. They said that once the order was placed they could not change it. (Even McDonald's will let you change your order after you made it) they told me i would have to cancel the order and reorder, so i told them thats what i wanted to do, they said it would take a couple of days to cancel it.(It only took a minute to order it)Also i got the 12 month no payment no interest for $3,000.00. The problem was i could not reorder a new one untill they credited back my account for the first one. I kept checking on there web site to see if it had been canceled yet and it had not, so after three days i called them back and asked them why it was taking so long. They told me they didn't know anything about it being canceled. I told them again i wanted it canceled they told me it was already in production and could not be canceled it would be shipped and that i would have to ship it back if i still wanted to cancel it. (I believe they thought that if they went ahead and shipped it that once i got it i would want to keep it.) But i told them that if they shipped it i would refuse it and send it back, and that if they wanted to waste the money shipping it all the way from China and back that was up to them. About ten minutes later i got a e-mail telling me that the order was canceled and would not be shipped. That was last week they still have not credited my account so i can place the new order. I have called them about two dozen times and have also written the CEO a long letter, still no answer from either one. All of this could have been avoided if they would only have taken 30 seconds and change the mistake they made instead of only being able to cancel and reorder. Now the 12 month no payment and no interest option is over, so i don't know if they will still let me do that. If i ran my job like they do i would be out of a job.