Misrepresentation, Misdirection & Mangling

Comments

Misrepresentation, Misdirection & Mangling

Follow the HP Canada road to inferior Customer Care Service. Before I start to describe what happens to normal every day people, I wish to quote “CUSTOMER LOYALTY”, from the HP info site, http://www.hp.com/hpinfo/abouthp/corpobj.html.

To provide products, services and solutions of the highest quality and deliver more value to our customers that earns their respect and loyalty.

Underlying beliefs supporting this objective:

Our continued success is dependent on increasing the loyalty of our customers.

Listening attentively to customers to truly understand their needs, then delivering solutions that translate into customer success is essential to earn customer loyalty.

Competitive total cost of ownership, quality, inventiveness, and the way we do business drives customer loyalty.

Now my story:

It began on June 08, 2007, when my HP w22 monitor was having pixel problems. I followed the instructions to ship the defective product to the Hewlett Packard Repair Centre in Vaughn, Ontario, Canada. UPS (great company), delivered my monitor to HP on June 25, 2007, after I dropped it off for shipping on June 22, 2007. With me so far?

I called the HP Technical Service Line, 1-800-474-6836, on July 03, 2007 at 12:15 p.m. MST. From this point on, the ride to resolution is a bumpy one. After several unsuccessful attempts to discover the plight of my monitor, I starting asking for an individual with more authority to resolve this matter.

My first contact was “Mohindi”, a support person in Canada, who transferred my call to “Kiana”, another Canadian contact support person. After a ten minute discussion (same information discussed and given as before), I was told my problem was in “ESCALATION”. At that point, I was rerouted to a Canadian supervisor, “Sidney”, who after several minutes of discussion stated “I know someone who can help you”. I was then transferred to Canadian Tech 2^nd Level, “Edward”. After another repeat of exchanging the same information, I was informed that “I cannot find any information on your product”.

You would think a computer service oriented company such as HP would keep records. After all, UPS confirmed delivery and a provided tracking number.

Bear with me. This rocky road of pseudo customer service gets better.

I was transferred to United States Tech Support, “Danny”. Same YADA YADA exchange of information, and I then I was told I was talking to the wrong country and service department. “Danny” transferred me to Canadian Monitor Support Rep, “Janis”. Are you getting the picture of this nightmare road to service & support? Another exchange of info, YADA YADA YADA. “Janis” then transferred my call to “Chris”, a Canadian Professional Support Team person. Now the fun starts!!!

The time now is a little after 2:20 p.m. MST, and I am dealing with the Premiere Tech Support Person as described personally by “Chris”. I repeated my story, YADA YADA, and was told he had difficulty in getting information about my monitor. I requested a Supervisor, or a person with authority, to rectify this mess. “Chris” refused, denied, misdirected, and deflected every attempt I made to talk to a Supervisor. This exchange went on for 63 minutes. “Chris” stonewalled every logical attempt to help me reach a resolution.

Finally, “Chris” stated he was able to contact a supervisor and I was transferred to Canadian supervisor “Jim”. Ho told me that he overheard several minutes of my conversation with “Chris”, and he intervened. He told me that “Linda & Dianne” would also look into the matter. “Jim” found my monitor, apologized for the rocky road to service and stated “Let me show you what HP service is all about”. I said thank-you but you do not have to convince me. You have a general public of consumers that have and are going through this HP Road to Service Hell. My rocky road was over 4 hours on the telephone.

Side note: During my conversation with “Jim”, I was told that “Chris” was being escorted from the building. And I still have no idea when my monitor will arrive.

So the moral of the story is: Do not hang up, hang in there, and stand by your guns. Oh, and be VERY, VERY careful if you are buying any product. For myself, after having 2 HP computers fail, hard drive failure, media vault failure, and monitor failure, I will build my own from now on.