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