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HP Support Blog: One week on


Warning: This post was published more than 11 years ago.

I keep old posts on the site because sometimes it's interesting to read old content. Not everything that is old is bad. Also, I think people might be interested to track how my views have changed over time: for example, how my strident teenage views have mellowed and matured!

But given the age of this post, please bear in mind:

  • My views might have changed in the 11 years since I wrote this post.
  • This post might use language in ways which I would now consider inappropriate or offensive.
  • Factual information might be outdated.
  • Links might be broken; embedded material might not appear properly.

Many thanks for your understanding.

We’re one week into my Next Day HP Support call now. Yesterday, when my friendly engineer, left, he told me I’d be called this morning with an estimated time for him to come out and see me. I didn’t receive a call.

So lunchtime came, and I called them. The lovely person at the end of the phone said (after a considerable time on hold) that I would receive a call a little later.

At this point, I decide to inspect this HP approved engineer’s handiwork. Here’s what I found:

Damaged Laptop

Yes, not only does my latop no longer start up, it’s also physically damaged.

At 4pm, I decide to call HP’s repair company again. I’m told that the parts aren’t in and an engineer won’t be coming out today. I’ve sat in all day waiting for nothing.

So, one week on, here’s where we are: HP have charged me over £100 for Next Day service which, one week later, has reduced a laptop that worked perfectly well with an external screen into a machine that is physically damaged and won’t start up. Thanks.

Just in case you think I’m being unreasonable about HP, you might want to do some further reading…

Maybe try this, this, or this.

Or maybe this.

Or this.

Or maybe this, this, or this.

Or this.

Or the story of someone who spent seven hours on the phone. To HP, of course.

Basically, they’re terrible, and I’m not the only one who thinks so.

This 939th post was filed under: HP Support Blog.

More posts worth reading

What I’ve been reading this month (published 4th December 2017)

What I’ve been reading this month (published 6th November 2017)

What I’ve been reading this month (published 5th October 2017)

Diary for 28th April 2008 (published 28th April 2008)

Ruth Kelly and Opus Dei (published 29th January 2005)

Minibars now offer lovers’ kits (published 2nd January 2005)

The vocal immoral majority (published 10th January 2005)

Comments and responses

Comment from Anonymous

by Anonymous

Comment posted at 18:09 on 1st September 2006.

I find it difficult to believe that the engineer has damaged your laptop … He is a Conscientious engineer that has pride in his work. the laptop in question is not a good bouncer when dropped and feel that this is the more likely event of the crack and the gap between the palmrest and base plastic.. (its just easier for you to blame the engineer) Did you find the missing screw after he left?? or do you believe he just couldnt be bothered to put the screw back????

You will have trouble contactacting your “new friend” unless he has given you his tel No. in spain… He has been on holiday there for the last 10 days and isnt due back till middle of next week.

Edited as detailed here

Comment from sjhoward (author of the post)

by sjhoward

Comment posted at 19:26 on 1st September 2006.

The engineer was fantastic. He turned up on time when he said he would, he was friendly, and full of advice – not least including the recommendation that I complain about the situation to HP. He was a model of excellent customer service, and I felt that he really cared about the predicament in which I’d be left.

However, the reason for the gap and the crack was that the wrong screws had been screwed in the wrong places – when this was corrected, the gap disappeared – though obviously not the crack. How this could have happened through me dropping the laptop (which I assure you I have not done) I do not understand. I have also not found the missing screw from the top of the laptop, though I have no idea why it was missing.

Frankly, I don’t care who comes out and fixes it – indeed, I don’t really care all that much about a small crack in the casing. The fact is that when I lodged the support call, the screen didn’t work, but I was using the laptop on a daily basis with an external monitor. Now the laptop doesn’t work at all. All I’m looking for is a laptop that works – and that’s something that HP has been clearly unable to provide.

And, of course, I have absolutely no reason to contact the technician in person, so why you think the fact that he’s been on holiday for ten days should affect me at all, I’m unsure.

Edited as detailed here

Trackback from elsewhere on the site

Trackback received at 00:54 on 3rd September 2006.

This post has been referenced by another on this site:
sjhoward.co.uk » Complaints and ethics

Trackback from elsewhere on the site

Trackback received at 20:33 on 4th September 2006.

This post has been referenced by another on this site:
sjhoward.co.uk » HP Support Blog: Day 19

Comment from Ted Read

by Ted Read

Comment posted at 00:04 on 22nd December 2006.

I ended up here from a scanner web site decrying HP. I discouvered that I’m not the only idiot to try getting HP software to work. Unfortunately that site is closed to futher comment, so I couldn’t add my hate to it. Feel better that I can put my two pennance somewhere to agree how useless this once so proud company has become.

Comment from sjhoward (author of the post)

by sjhoward

Comment posted at 13:47 on 22nd December 2006.

You’re more than welcome to let out your rage here 😉

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