Comments on: HP Responds to a Computer Hardware Problem http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/ News and Reviews! Geek, Internet Entrepreneur, Hardware Addict, Software Junkie, Book Author, Once TV Show Host, Technology Enthusiast, Shameless Self-Promoter, Tech Conference Coordinator, Early Adopter, Idea Evangelist, Tech Support Blogger, Bootstrapper, Media Personality, Technology Consultant, Thicker Quicker Picker Upper. Fri, 17 Feb 2012 10:57:00 +0000 hourly 1 http://wordpress.org/?v=3.3 By: Jimj http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-585149 Jimj Thu, 31 Jan 2008 15:13:49 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-585149 I am currently in the HP run around with a new latptop. It's a Pavillion DV9310us and it's having a hard drive failure and overheating. Whenever you call tech support you have to understand you're talking to some low level person who just punches your problem into their support software which goes through a pre programmed decision tree based on prior calls over time. They have no idea for the most part of what they're telling you to do, nor have most ever touched a system in real time, in fact I'm betting it's people in India answering the phone. I moved it to second level support and will force it to third level to get satisfaction. I used to be an HP certified tech and worked retail support and when I ran into computer issues on a system in warranty, especially if it's within the first year I'd find a way to just give them a new one and ship the bad one back to HP. It's been my experience that once a "new" system starts having major failures you end up replacing everything but the case to fix it which is a waste of everyones time. What I don't understand is why HP has changed so much (for the worse) that they can't understand that this is my only machine and I can't do without it for the 3+ weeks it'll take to maybe repair it. I guess they think everyone msut have 2-3 machines just sitting around or that you can just whip down to a computer rental company and get a loaner......Being disabled at this point I've got the time to harrass them until I get what I deserve and what I paid $$$ for! Chris, if you want to chime in please do, I can use all the help I can get!! This piece of junk is only 8 months old. Needless to say Staples pretty much shrugs and looks at me like "what, you want service other than us taking your money?" I am currently in the HP run around with a new latptop. It’s a Pavillion DV9310us and it’s having a hard drive failure and overheating. Whenever you call tech support you have to understand you’re talking to some low level person who just punches your problem into their support software which goes through a pre programmed decision tree based on prior calls over time. They have no idea for the most part of what they’re telling you to do, nor have most ever touched a system in real time, in fact I’m betting it’s people in India answering the phone. I moved it to second level support and will force it to third level to get satisfaction. I used to be an HP certified tech and worked retail support and when I ran into computer issues on a system in warranty, especially if it’s within the first year I’d find a way to just give them a new one and ship the bad one back to HP. It’s been my experience that once a “new” system starts having major failures you end up replacing everything but the case to fix it which is a waste of everyones time. What I don’t understand is why HP has changed so much (for the worse) that they can’t understand that this is my only machine and I can’t do without it for the 3+ weeks it’ll take to maybe repair it. I guess they think everyone msut have 2-3 machines just sitting around or that you can just whip down to a computer rental company and get a loaner……Being disabled at this point I’ve got the time to harrass them until I get what I deserve and what I paid $$$ for!
Chris, if you want to chime in please do, I can use all the help I can get!! This piece of junk is only 8 months old. Needless to say Staples pretty much shrugs and looks at me like “what, you want service other than us taking your money?”

]]> By: deborah herzberg http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-548605 deborah herzberg Thu, 18 Oct 2007 17:50:54 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-548605 My nightmare has been going on since June 2007. I have over 40 pages of documented contact with HP, escalating all the way to Executive Customer Service levels and involving Jeff Utigard, who supposedly gives a damn. Even the executives are well versed in making empty promises and then become unobtainable when you try to follow up with them. I have sent this laptop back for repair twice. The first time they returned it unrepaired and said it was out of warranty (not the case). The second time, they returned it supposedly repaired (NOT!!!!). To top it off, it was returned with the screws that hold the hard drive cover on the case stripped (the case is stripped, so the screws can't be tightened, and they fall out now). So here I am, 4 months later, with no repair, and additional damage to my laptop. Unfortunately, I don't know anyone at HP to pull any strings for me. I have my problems too. I am dealing with cancer, just buried my grandma, and so on. But HP should be willing to make good simply becaues it's the right thing to do, not because of who I know, or what personal setbacks I have in my life. So far, I'm no closer to a happy ending than when I embarked on this battle in June. I will never buy HP again. My nightmare has been going on since June 2007. I have over 40 pages of documented contact with HP, escalating all the way to Executive Customer Service levels and involving Jeff Utigard, who supposedly gives a damn.

Even the executives are well versed in making empty promises and then become unobtainable when you try to follow up with them. I have sent this laptop back for repair twice. The first time they returned it unrepaired and said it was out of warranty (not the case). The second time, they returned it supposedly repaired (NOT!!!!). To top it off, it was returned with the screws that hold the hard drive cover on the case stripped (the case is stripped, so the screws can’t be tightened, and they fall out now).

So here I am, 4 months later, with no repair, and additional damage to my laptop. Unfortunately, I don’t know anyone at HP to pull any strings for me. I have my problems too. I am dealing with cancer, just buried my grandma, and so on. But HP should be willing to make good simply becaues it’s the right thing to do, not because of who I know, or what personal setbacks I have in my life.

So far, I’m no closer to a happy ending than when I embarked on this battle in June. I will never buy HP again.

]]> By: Cathy Heneger http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-530567 Cathy Heneger Sat, 08 Sep 2007 19:09:56 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-530567 Great story about the lady getting everyone's help with her refurbished junk HP laptop!! Thanks to people like Chris, the world is all about who you know and who will go to bat for you! I just read the story today while searching for 17" screen problems. Mine is doing the same thing and has been for months. It started so minor that I didn't think it was the computer, but the web page I was viewing possibly. The minute that the 1 year warranty was up, it got real obvious what was really going on and I chatted on line with HP. I am now awaiting a response from HP as to what they will do. They have already told me I could pay $800 to get a new screen!! I contend this was an issue during the last quarter (at least) of the warranty. Then they said that the warranty period began almost two months before I even purchased mine. My laptop (HPdv8320us) was purchased 8/25/06 and then returned due to being defective. The store got a new one up and running for me (on 8/30/06) before I agreed to take a replacement. Now this. I am hoping for some real good news from HP this Monday or Tuesday when their "updated warranty" has been completed. I would like some inside help also if possible. This 17" screen does seem to be touchy, touchy, as I have been extremely careful with mine!!! Cathy Great story about the lady getting everyone’s help with her refurbished junk HP laptop!! Thanks to people like Chris, the world is all about who you know and who will go to bat for you! I just read the story today while searching for 17″ screen problems. Mine is doing the same thing and has been for months. It started so minor that I didn’t think it was the computer, but the web page I was viewing possibly. The minute that the 1 year warranty was up, it got real obvious what was really going on and I chatted on line with HP. I am now awaiting a response from HP as to what they will do. They have already told me I could pay $800 to get a new screen!! I contend this was an issue during the last quarter (at least) of the warranty. Then they said that the warranty period began almost two months before I even purchased mine. My laptop (HPdv8320us) was purchased 8/25/06 and then returned due to being defective. The store got a new one up and running for me (on 8/30/06) before I agreed to take a replacement. Now this. I am hoping for some real good news from HP this Monday or Tuesday when their “updated warranty” has been completed. I would like some inside help also if possible. This 17″ screen does seem to be touchy, touchy, as I have been extremely careful with mine!!!

Cathy

]]> By: UncleJohn http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-528994 UncleJohn Mon, 27 Aug 2007 16:20:30 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-528994 Only thing is, it shouldnt take a celebrity to get HP to give good customer service. The number one complaint I get from owners of Compaq's and HP units is there mail in rebate. Guy came in no more then two days ago saying he sent in his mail in rebate with more then they asked for in form of proof that he bought the thing, and they said "The ups bar on the box wasnt included."Which it was, so he dosnt have the UPS bar anymore since it was cut off the box. Hince why I hate HP and Compaq they love to give you the run around. I applaud you Chris for helping this poor guy solve a problem, but I still hate HP, it SHOULDNT take a international computer celebrity and personality to get a resolution to a problem such as this. I say this, Chris way to go man, HP get your head out of your butt and start serving your customers! Only thing is, it shouldnt take a celebrity to get HP to give good customer service.

The number one complaint I get from owners of Compaq’s and HP units is there mail in rebate. Guy came in no more then two days ago saying he sent in his mail in rebate with more then they asked for in form of proof that he bought the thing, and they said “The ups bar on the box wasnt included.”Which it was, so he dosnt have the UPS bar anymore since it was cut off the box.

Hince why I hate HP and Compaq they love to give you the run around.

I applaud you Chris for helping this poor guy solve a problem, but I still hate HP, it SHOULDNT take a international computer celebrity and personality to get a resolution to a problem such as this.

I say this, Chris way to go man, HP get your head out of your butt and start serving your customers!

]]> By: RoofingPrincess http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-528808 RoofingPrincess Sun, 26 Aug 2007 01:18:20 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-528808 Chris, I too am a friend of "CamBlack"s mom. You & your friends have totally made the day (week, month, year) of a woman who's been going through some rough times. Thank you!! RP Chris,
I too am a friend of “CamBlack”s mom. You & your friends have totally made the day (week, month, year) of a woman who’s been going through some rough times. Thank you!!
RP

]]> By: Scott Mead http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-528799 Scott Mead Sat, 25 Aug 2007 21:54:15 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-528799 I have never had any good luck with HP anything, owned a hp computer. I would never own another HP every again. I feel they are built cheap and up-priced (if thats a word) and they cause you to either fix it which will cost you an 'arm and a lag' or buy a new one. The most problems I have had with HP is their printers. I have had many. They are no good. Scott http://www.scottmead.info I have never had any good luck with HP anything, owned a hp computer. I would never own another HP every again. I feel they are built cheap and up-priced (if thats a word) and they cause you to either fix it which will cost you an ‘arm and a lag’ or buy a new one. The most problems I have had with HP is their printers. I have had many. They are no good.

Scott
http://www.scottmead.info

]]> By: uiop http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-528773 uiop Sat, 25 Aug 2007 13:48:09 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-528773 Thats awesome. Pirillo FTW! lol Thats awesome. Pirillo FTW! lol

]]> By: Ed Delaney http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-528740 Ed Delaney Sat, 25 Aug 2007 05:55:10 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-528740 I have had a Sony Vaio for 7 years now that was a workhorse, still is. Last year I went shopping for a desktop and bought an HP Media Center M7360N Media Center system. Hands down one of the best purchases I have made. I have only contacted tech support about a few minor issues and they were resolved while using HP's chat system. Then like your original poster's mom, I blew my back out in October. I bought a Compaq V3019US notebook and aside from hating myself for putting Vista Business on it, I love it. Both have been very reliable and workhorses. Just wanted to share my success with HP. I considered a Dell at first but after building a Dell with the same features my HP turned out to be a great bargain. I have had a Sony Vaio for 7 years now that was a workhorse, still is. Last year I went shopping for a desktop and bought an HP Media Center M7360N Media Center system. Hands down one of the best purchases I have made. I have only contacted tech support about a few minor issues and they were resolved while using HP’s chat system. Then like your original poster’s mom, I blew my back out in October. I bought a Compaq V3019US notebook and aside from hating myself for putting Vista Business on it, I love it. Both have been very reliable and workhorses. Just wanted to share my success with HP. I considered a Dell at first but after building a Dell with the same features my HP turned out to be a great bargain.

]]> By: Brandon Martin http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-528704 Brandon Martin Sat, 25 Aug 2007 03:23:00 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-528704 This is awesome. "cam black" and "cam black's mom" are two good friends of mine and i've been heawring aboutt the problems with this lapotop for over a year and being that she is disabled and has benn having horrible problems with them and am SOOO glad that she could finally get someone to help her...thank much for helping my friends chris. This is awesome. “cam black” and “cam black’s mom” are two good friends of mine and i’ve been heawring aboutt the problems with this lapotop for over a year and being that she is disabled and has benn having horrible problems with them and am SOOO glad that she could finally get someone to help her…thank much for helping my friends chris.

]]> By: SocioBiblog http://chris.pirillo.com/hp-responds-to-a-computer-hardware-problem/#comment-645842 SocioBiblog Wed, 30 Nov -0001 00:00:00 +0000 http://chris.pirillo.com/2007/08/24/hp-responds-to-a-computer-hardware-problem/#comment-645842 <!--%kramer-pre%-->her MacBook Pro has a red Spec case.    Related Content:Revisiting VistaSlingbox CouponsDamn SpamnLightweight Laptop PricesLaptop vs DesktopThursday 24 Novemeber 2005How to Increase the Life of your Laptop BatteryHP Responds to a Computer Hardware ProblemWhat's Up, Doc?I'm Selling My Toshiba Satellite<!--%kramer-post%--> her MacBook Pro has a red Spec case.    Related Content:Revisiting VistaSlingbox CouponsDamn SpamnLightweight Laptop PricesLaptop vs DesktopThursday 24 Novemeber 2005How to Increase the Life of your Laptop BatteryHP Responds to a Computer Hardware ProblemWhat’s Up, Doc?I’m Selling My Toshiba Satellite

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