FedEx came a-knockin' on my door this afternoon with my laptop. I must say, it was a painful process getting to the repair, but the repair and shipping process was extraordinarily quick and efficient! My laptop has a new lid, plastic bezel, and NO cracking.
The hinges feel a little tight, but hopefully this repair will last me another 2 years.
Will I ever buy from HP again? Not sure. To be sure, Jeff Utigard did all he could to fix the situation, but the hassle I endured getting to this place leaves a bad taste in my mouth.
Thursday, July 30, 2009
Friday, July 24, 2009
Friday, July 24th - Sending off the notebook
My shipping box arrived yesterday from HP, just as they said it would. Even though my hardware/hinge issue is the only thing being repaired, HP warned me to back up my hard drive just in case the technicians do a full restore. So this morning, I ran off to CompUSA and picked up a Maxtor external hard drive - "Black Armor" - with full disk encryption. $59 for 160GB - not bad!
I just finished backing up the notebook and will be signing off shortly to close the lid and pack it away for FedEx. I will attempt to update while the laptop is being repaired - but it's a little labor-intensive on an iPhone.
I just finished backing up the notebook and will be signing off shortly to close the lid and pack it away for FedEx. I will attempt to update while the laptop is being repaired - but it's a little labor-intensive on an iPhone.
Tuesday, July 21, 2009
Tuesday, July 21st - Success!
12:23pm EST - I receive a call from an Ellen Roberts in Jeff Utigard's office. She is calling to inform me that HP is going to give me a FREE REPAIR! Thank God!
She told me that in 2-3 days I'll receive a box at home to ship my notebook to the repair center. They'll be contacting me primarily by email, so I should keep an eye out for an email about the repair process with my order number.
She also recommended I back up my hard drive - while it isn't definite, there's a strong possibility they'll reformat my hard drive. So I will spend this evening backing up everything on the HD and prepping it for sending in - which also means I'll be updating the blog less frequently, as this is the only PC in the house.
I'm glad to hear HP is willing to stand up for their product, even if it takes a little arm-twisting to do so.
She told me that in 2-3 days I'll receive a box at home to ship my notebook to the repair center. They'll be contacting me primarily by email, so I should keep an eye out for an email about the repair process with my order number.
She also recommended I back up my hard drive - while it isn't definite, there's a strong possibility they'll reformat my hard drive. So I will spend this evening backing up everything on the HD and prepping it for sending in - which also means I'll be updating the blog less frequently, as this is the only PC in the house.
I'm glad to hear HP is willing to stand up for their product, even if it takes a little arm-twisting to do so.
Monday, July 20, 2009
Monday July 20th - No Longer Silent, Still Unhelpful
6:09pm EST - receive a call from a Ms. Yun Sil (pronounced like "Yan" or "Ann") in Jeff Utigard's office in CA. He is her manager, but she's not calling about the voicemails I left, nor is she calling about the fax I sent.
She's calling about the email I sent through the online form to President and CEO Mark Hurd. Apparently, he did read it. She assures me he read it. I don't necessarily believe that, but OK.
She had my timeline all wrong, insinuating that sending my email to Mark Hurd was unnecessary after speaking with Annette at corporate. I clarified everything for her (thank God I keep notes of all of this!!)
Her words to me: "I spoke with the managers in my office, and unfortunately, the support organization is not allowing me to make any exceptions regarding the limited service enhancement."
I asked her what this "support organization" was - she told me it was a branch of HP that makes all decisions. Corporate (her and Jeff) have to adhere to them, no exceptions. Decisions come from support organization, Corporate follows through.
I asked her if there was ANY contact information for this "support organization" branch. She told me that there is NO contact information available to the customer. Of course, there's a phone number, but she's admitted Hewlett Packard will not let customers speak to anybody who has the authority to make any decisions! Lovely. So HP restricts all of its customer service from being able to make any decisions, and then locks the decision makers away, out of contact with the public!!
I told her that I had left a voicemail for Jeff Utigard this afternoon, and while he by no means guaranteed me a repair, he gave me hope that it was possible. She said she'd have to contact him to "see what his intentions are, since we're not allowed to do anything." She promised to get with Jeff and then either she or he will contact me by tomorrow.
For posterity, here's my case number and her contact info:
Ms. Yun Sil
HP Corporate- Palo Alto, CA
800-756-0608 option 7
My case #8027244859
She's calling about the email I sent through the online form to President and CEO Mark Hurd. Apparently, he did read it. She assures me he read it. I don't necessarily believe that, but OK.
She had my timeline all wrong, insinuating that sending my email to Mark Hurd was unnecessary after speaking with Annette at corporate. I clarified everything for her (thank God I keep notes of all of this!!)
Her words to me: "I spoke with the managers in my office, and unfortunately, the support organization is not allowing me to make any exceptions regarding the limited service enhancement."
I asked her what this "support organization" was - she told me it was a branch of HP that makes all decisions. Corporate (her and Jeff) have to adhere to them, no exceptions. Decisions come from support organization, Corporate follows through.
I asked her if there was ANY contact information for this "support organization" branch. She told me that there is NO contact information available to the customer. Of course, there's a phone number, but she's admitted Hewlett Packard will not let customers speak to anybody who has the authority to make any decisions! Lovely. So HP restricts all of its customer service from being able to make any decisions, and then locks the decision makers away, out of contact with the public!!
I told her that I had left a voicemail for Jeff Utigard this afternoon, and while he by no means guaranteed me a repair, he gave me hope that it was possible. She said she'd have to contact him to "see what his intentions are, since we're not allowed to do anything." She promised to get with Jeff and then either she or he will contact me by tomorrow.
For posterity, here's my case number and her contact info:
Ms. Yun Sil
HP Corporate- Palo Alto, CA
800-756-0608 option 7
My case #8027244859
Monday, July 20th - a Silent Workday
After Thursday's conversation with Jeff Utigard, my fax on Friday, and my follow up message to Mr. Utigard on Friday afternoon, I foolishly expected some sort of response today. Surely, expecting a response on Friday was unreasonable (I faxed my letter over to corporate at 1:00pm CA time and 2:00pm Denver time), but I had hoped someone would respond by the end of the day today!
I left Mr. Utigard another follow up voicemail at 3:00pm my time (1pm his, noon corporate) to make sure my fax was received and to ask if there was anything else I can submit.
No word from anyone! Granted, it's only 6pm here and there are 2-3 hours more in the corporate workday, but I'm extremely disappointed in the veritable silence from Hewlett Packard.
I left Mr. Utigard another follow up voicemail at 3:00pm my time (1pm his, noon corporate) to make sure my fax was received and to ask if there was anything else I can submit.
No word from anyone! Granted, it's only 6pm here and there are 2-3 hours more in the corporate workday, but I'm extremely disappointed in the veritable silence from Hewlett Packard.
Friday, July 17, 2009
July 17th - The Fax to Corporate
For posterity, here's the fax I sent off to Annette Jones this afternoon, at Jeff Utigard's request.
FACSIMILE
Date: Friday, July 17, 2009
To: Annette Jones - HP Corporate Headquarters
From: Victoria Hahl - HP Customer
________________________________________________________________________
Dear Ms. Jones,
After speaking with him yesterday, Jeff Utigard suggested that I fax you with my story and the details of my experience with HP. My name is Victoria Hahl, and I am the owner of an HP Pavilion dv9000 notebook purchased in December of 2006. The serial number for this notebook is CNF6431K01 and the product number is EZ452UA. This notebook is used primarily as a desktop replacement, and has spent most of its life on a desk in my office, rarely being opened, closed, or transported. It has never been dropped or hit against any surface.
This Wednesday, July 15th, I brought my notebook into my living room and opened the lid. Imagine my surprise when the notebook made an audible crack. Upon investigating the sound, I found the plastic bezel/housing of the screen to have cracked and separated near the left hinge - exposing the screen. A quick Google search revealed thousands of consumer complaints regarding this same problem, a website devoted to the issue (www.notebookhingecrack.com), and talk of a class action lawsuit.
Believing the best about Hewlett Packard and its customer service, I called the main customer service line and spoke with a woman named Aparna. I explained my situation, and she escalated my situation to a case manager - Chris. While he was wonderful, well-spoken, and polite, Chris was the bearer of some horrible news - Hewlett Packard had acknowledged the design flaw/defect for this model notebook, but was only repairing those notebooks that had broken before January 2009. I’m a bit confused, because the Hewlett Packard webpage regarding this “limited service enhancement” leads me to believe my notebook would have been fixed through May 2009 (http://h10025.www1.hp.com/ewfrf/wc/documentlc=en&dlc=en&cc=us&docname=c01611512&printable=yes&encodeUrl=true).
I am shocked, to say the least. Maybe if I had been rougher with my notebook, traveled with it more, or made a habit of opening and closing its lid once a day, my notebook would have broken within the terms of the limited service enhancement. The next time Hewlett Packard issues a limited service enhancement for a product I own, I will think about sending it in regardless of whether or not it is showing symptoms - for fear it will break later. I cannot fathom how Hewlett Packard can admit to a design flaw in their product and repair it for some customers - but not for all. To me, this is neither standing behind your product nor supporting Mark Hurd’s statement that “Everything we do must be for the customer. If it’s not, then we need to reconsider why we’re doing it.”
This notebook is the only computer in my household. My employer filed for Chapter 7 bankruptcy liquidation in May of 2009, and since then, my notebook has served as my connection to my resume, cover letters, references, and online job searches. I cannot afford hundreds of dollars to repair a notebook which is only selling for $200 - $400 used on online auction sites. This repair will have effectively “totaled” the notebook.
While I am prepared to do so, I would prefer to avoid contacting the Better Business Bureau with regard to Hewlett Packard’s accreditation, the Service & Support Professionals Association, and any other news outlet or consumer advocacy group that may be interested in my experience.
Up until Wednesday, I raved about my notebook. It has treated me very well over the past two and a half years, and I have told several friends what a wonderful and reliable machine it is. In today’s “throwaway” society, so many products are manufactured to last only through the warranty period before failing, and I have always been proud of my Hewlett Packard’s reliability and functionality.
I would love to continue to spread Hewlett Packard’s praises among my friends and colleagues, and I am writing to ask if Hewlett Packard might perform an exception to their limited service enhancement policy for a loyal customer like me.
Please note that I do not have regular access to a fax machine - please do not fax any responses to the number from which this letter was sent, as they will not reach me. I can be reached by phone or email for any questions. I very much look forward to hearing from you or Mr. Utigard, and thank you for your time and your patience,
Sincerely,
Victoria Hahl
FACSIMILE
Date: Friday, July 17, 2009
To: Annette Jones - HP Corporate Headquarters
From: Victoria Hahl - HP Customer
________________________________________________________________________
Dear Ms. Jones,
After speaking with him yesterday, Jeff Utigard suggested that I fax you with my story and the details of my experience with HP. My name is Victoria Hahl, and I am the owner of an HP Pavilion dv9000 notebook purchased in December of 2006. The serial number for this notebook is CNF6431K01 and the product number is EZ452UA. This notebook is used primarily as a desktop replacement, and has spent most of its life on a desk in my office, rarely being opened, closed, or transported. It has never been dropped or hit against any surface.
This Wednesday, July 15th, I brought my notebook into my living room and opened the lid. Imagine my surprise when the notebook made an audible crack. Upon investigating the sound, I found the plastic bezel/housing of the screen to have cracked and separated near the left hinge - exposing the screen. A quick Google search revealed thousands of consumer complaints regarding this same problem, a website devoted to the issue (www.notebookhingecrack.com), and talk of a class action lawsuit.
Believing the best about Hewlett Packard and its customer service, I called the main customer service line and spoke with a woman named Aparna. I explained my situation, and she escalated my situation to a case manager - Chris. While he was wonderful, well-spoken, and polite, Chris was the bearer of some horrible news - Hewlett Packard had acknowledged the design flaw/defect for this model notebook, but was only repairing those notebooks that had broken before January 2009. I’m a bit confused, because the Hewlett Packard webpage regarding this “limited service enhancement” leads me to believe my notebook would have been fixed through May 2009 (http://h10025.www1.hp.com/ewfrf/wc/documentlc=en&dlc=en&cc=us&docname=c01611512&printable=yes&encodeUrl=true).
I am shocked, to say the least. Maybe if I had been rougher with my notebook, traveled with it more, or made a habit of opening and closing its lid once a day, my notebook would have broken within the terms of the limited service enhancement. The next time Hewlett Packard issues a limited service enhancement for a product I own, I will think about sending it in regardless of whether or not it is showing symptoms - for fear it will break later. I cannot fathom how Hewlett Packard can admit to a design flaw in their product and repair it for some customers - but not for all. To me, this is neither standing behind your product nor supporting Mark Hurd’s statement that “Everything we do must be for the customer. If it’s not, then we need to reconsider why we’re doing it.”
This notebook is the only computer in my household. My employer filed for Chapter 7 bankruptcy liquidation in May of 2009, and since then, my notebook has served as my connection to my resume, cover letters, references, and online job searches. I cannot afford hundreds of dollars to repair a notebook which is only selling for $200 - $400 used on online auction sites. This repair will have effectively “totaled” the notebook.
While I am prepared to do so, I would prefer to avoid contacting the Better Business Bureau with regard to Hewlett Packard’s accreditation, the Service & Support Professionals Association, and any other news outlet or consumer advocacy group that may be interested in my experience.
Up until Wednesday, I raved about my notebook. It has treated me very well over the past two and a half years, and I have told several friends what a wonderful and reliable machine it is. In today’s “throwaway” society, so many products are manufactured to last only through the warranty period before failing, and I have always been proud of my Hewlett Packard’s reliability and functionality.
I would love to continue to spread Hewlett Packard’s praises among my friends and colleagues, and I am writing to ask if Hewlett Packard might perform an exception to their limited service enhancement policy for a loyal customer like me.
Please note that I do not have regular access to a fax machine - please do not fax any responses to the number from which this letter was sent, as they will not reach me. I can be reached by phone or email for any questions. I very much look forward to hearing from you or Mr. Utigard, and thank you for your time and your patience,
Sincerely,
Victoria Hahl
Thursday, July 16, 2009
July 16th - A Breath of Fresh Air
4:02pm - My phone just rang. It was a Mr. Jeff Utigard, an incredibly pleasant man calling from corporate. He must be one of Annette's bosses. He asked me to reiterate my problem to him (which I did,) and then asked that I type it up in a letter, and fax it to Annette. Not only did he give me Annette's fax number, but he said "ask if Hewlett Packard can perform an exception for a loyal customer like yourself." This guy is definitely old-school customer service - when I detailed my adventure thus far with HP, he said "Of course you weren't going to get anywhere with customer service - those guys are the policy police! All they do is enforce policy, they can't actually DO anything." I told him I had spoken with case managers. His reply? "Oh! They're even MORE about the policy!! See, I want you to buy more products of ours in the future."
So. No guarantees that my laptop will be fixed - but he was the FIRST person I spoke to who made any attempt to find a solution. He also gave me his direct phone number to his direct line - "the phone on my desk".
So - I haven't been offered any repairs, but at least now there is hope!!!!! Tonight I must draft the letter and see if I can't get my hands on a fax machine in the morning.
So. No guarantees that my laptop will be fixed - but he was the FIRST person I spoke to who made any attempt to find a solution. He also gave me his direct phone number to his direct line - "the phone on my desk".
So - I haven't been offered any repairs, but at least now there is hope!!!!! Tonight I must draft the letter and see if I can't get my hands on a fax machine in the morning.
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