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HP Support Blog: One week on


Hold up! Before you read on, please read this...

This post was published more than 14 years ago

I keep old posts on the site because I often enjoy reading old content on other people's sites. It can be interesting to see how views have changed over time: for example, how my strident teenage views have, to put it mildly, mellowed.

I'm not a believer in brushing the past under the carpet. I've written some offensive rubbish on here in the past: deleting it and pretending it never happened doesn't change that. I hope that stumbling across something that's 14 years old won't offend anyone anew, because I hope that people can understand that what I thought and felt and wrote about then is probably very different to what I think and feel and write about now. It's a relic of an (albeit recent) bygone era.

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

  • My views may well have changed in the last 14 years. I have written some very silly things over the years, many of which I find cringeworthy today.
  • This post might use words or language in ways which I would now consider inappropriate, offensive, embarrassing, or all three.
  • Factual information might be outdated.
  • Links might be broken, and embedded material might not appear properly.

Okay. Consider yourself duly warned. Read on...

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 937th post was filed under: HP Support Blog.

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Comments and responses

Comment from Anonymous

    18.09, 01/09/2006

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)

    19.26, 01/09/2006

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

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

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

    00.04, 22/12/2006

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)

    13.47, 22/12/2006

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

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