[BC] Poor customer support

[Dana Puopolo]

I had a DOG of a Compaq laptop-paid over $1000.00 for it-in advance (a custom
build from Office Depot)-and it went back three times.  First time the
keyboard failed. They had it three weeks. Then the motherboard failed. Back
again for two more weeks. Then colored lines started appearing on the display.

They tried to get out of this one, claiming that the warranty had expired a
week
before. I SCREAMED at a supervisor, because I felt that the 5 weeks it was at
HP being fixed before should NOT count against the warranty. She relented. It
was gone for four more weeks. A month after it was back, the lines appeared 
on the display again. They refused to do ANYTHING-(except offer to sell me a 
new display for 400 bucks) so disgusted I decided to use it as is. Three weeks

later it froze up-and when I powered it down it would not reboot-the
REPLACEMENT 
motherboard had died!

I called HP and was told: "Too bad"! Angry, I registered the domain
CompaqHPsucks.com-and then called my friend who did a network computer show.
He agreed to air my story if I couldn't get HP to do anything. It turns out
the only way you can email anyone from the corporate HP web site is to their
media department. I emailed them telling them my story and then telling them
I
was making my web site, and planned to go on my friend's show to tell the
world how poorly HP/Compaq had treated me. I also reminded then this was the
beginning of November and many would be listening to my friend's show to
assist them with their holiday buying.

ONE HOUR LATER, HP called me back! After hearing my story, the VP IMMEDIATELY
told me that I would be getting a brand new laptop. His direct quote: "Though
our phone reps. are instructed to not give away the candy store-they should
have seen your computer for the dog it was and replaced it".

The laptop they sent me was FAR better then the one I had, and still works
great four years later. I use it almost every day. All I've ever had to do
with it is replace the keyboard (and that was within the past 2 months-the
old
one wore out). I bought one on ebay for 20 dollars shipped.

So how would you rate the service I got from them? Ultimately it was
great-but
I would also consider the tooth pulling I did is a hassle-and also I'm sure
the general public doesn't know any computer network radio hosts!

By the way, I still own the domain-and will entertain offers for purchase
(lol).

-D

> My experience with HP support is exactly the opposite.  They have   
> solved every problem I've thrown at them.  They're trained to listen  
>  and not stick like glue to a pre-programmed list.  They know the   
> products and know what questions to ask.  BTW, these are the   
> professional-level tech support people, not the consumer-grade folks.
>
> Sid Schweiger