HP Tech Support AHA moment

The saga of our HP tower continues.....

We bought our HP computer in Nov of 2010 from Costco. In less than two years, we have had 2 new mother boards sent and installed at home. This was after I fought back shipping it for 14 days back to HP both times.

Yesterday on the phone the second tech support person I talked to acknowledged that the original mother board and 2 replacements were faulty. In fact the one from February that was sent and installed, was right before they starting using the good ones, he said. I am cautiously optimistic about this success and will try to suspend judgement when I get the machine back.

So they get an F for having faulty motherboards around, and a B+ for the second tech yesterday being honest with me.

I seized the opportunity to give him feedback about my two call to HP yesterday. The first one was obviously an Indian based agent. He used a script, asked me how I was, thanked me for asking back how he was etc. I am patient with non English speaking techs, having worked for companies who use them. I had to spell everything, multiples times, but I was being patient. Honest, I was being as patient as I could be given my level of frustration!

The agent dropped off the line and I called back and got an English speaking tech in Indiana. The call lasted 1/4 of the time, I did not have to spell anything and we corrected the mailing address for the shipment of the machine, which was the purpose of the call. If I had not called back, it would have been shipped to the wrong place. I would really have been pissed then.

I told the agent about my experience, he thanked me, and said I could give feedback on the website. They get an F for that since I cannot find out where to give feedback.

Good customer service matters. I will NEVER buy another HP, because they had faulty mother boards out there for two years, were not proactive about it, and I have been on calls for hours wasting precious retirement time while this problem was getting resolved.

Rant over........

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