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June 4, 2009 12:33 PM
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Winston

Member
Joined: 06/04/2009

Does anyone have contacts with HP US service? I purchased an IQ815 back on May 15th and within days it started locking up. I contacted service and they had me run a series of tests and they determined I had a bad hard drive. They sent the new hard drive out and I replaced it and did a full restore. Unfortunately this did not solve the problem. The problem actually became worse. I contacted service again and they asked me to send the computer back in for service telling me it would take about two days to repair. Now I’m being told that it is not the hard drive but some other unknown issue and they want to run more tests to diagnose the issues. I told them that this was a new machine that I now have not had use of for over three weeks and they want it two more weeks. If anyone has contacts at HP US service please let me know. I’m speaking with the customer service dept but I think they are based out of India and really don’t care about customer satisfaction. Its nuts to think HP would treat a new customer like this.

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DaveTN Avatar
Expert Member
June 4, 2009 3:03 PM

Well, if they asked you to send it in for repair and told you it would take only two days to repair, then that is pretty good service. Better than most, in fact. Short of having a tech come out to your home and repair it, I think sending it in is your best bet as it probably won't magically repair itself and the longer you wait, the longer you will be without your PC.
Having done tech support for over 14 years, it is very difficult to diagnose a problem over the phone. Sending it back - as painful as it is to part with it for a short while - is your best bet.

David

http://i99.photobucket.com/albums/l299/xz550rj/HPMagicGiveaway.jpg

Woohoo! I won my Touchsmart!

Generic Member Avatar
Member
June 4, 2009 3:58 PM

If it would have only taken two days I agree it would have been good service. Unfortunately I sent it back on Friday May 29th and they are telling me it is estimated to be returned on "Expected Delivery Date:06/15/2009" which in my book sounds like over two weeks and equaling very poor customer service.

Generic Member Avatar
Member
June 5, 2009 11:09 AM

If there is anyone from HP that is monitoring this blog please contact me. I just got off a phone with the service call center. The representative would not allow me to speak to a manager. She stuck to her call script and I'm now being told that HP wants 7 to 9 days to "trouble shoot" my brand new computer. How can HP sell a brand new $2,000 computer and expect a customer to go through all of this. The original tech support said the would have a two day turn around, now I'm being told 7 to 9 days at the center plus shipping days . If I would have been told the truth form the start I would have returned the computer to SAM's Wholesale. I asked the call center representative to allow me to talk to the repair facility or a manager but she would not.

DaveTN Avatar
Expert Member
June 5, 2009 6:56 PM

I find it a bit unrealistic that they would be able to pull off a two day trunaround unless they are not counting shipping times. Thing of it; if you send it overnight, that is one day at least then if they return it to you overnight, that is a second day. That leaves no time inbetween for tehm to work on it. So if they told you two days, they were wrong....unless you live very close to one of the service centers.
Two weeks is a bit more realistic, and I thought about that after I answered your post yesterday. HP has shipped me parts in teh past that arrive within 12 hours, but anything I have had to send back for repair took at least a week.
I've been in your shoes before. I have paid a lot of money for something and something goes wrong and I have to send it back. Yes, its hard to part with it but hopefully it will be returned soon and working without any problems.
Also, take into consideration that it may not be HP's fault that it quit working. There's lots of other causes like rough handling during shipping, power surges and occasionally, a defective part. But, HP is doing what it should by offering to repair it for you. If does take time. They are a big company and probably have other computers to work on too. I know when I work on peoples computers, I budget at least 3 hours. Many times it takes longer espcially if it takes a long time to duplicate or find the problem.

David

http://i99.photobucket.com/albums/l299/xz550rj/HPMagicGiveaway.jpg

Woohoo! I won my Touchsmart!

Discussion:    Add a Comment | Comments 1-4 of 4 | Latest Comment

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