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How HP will Fail in the Thank You Economy

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I’ve been meaning to post my beef with HP for a while now.  Recently, my quest for fair treatment from them took an interesting turn of events.  What follows is my most recent response to a forum thread I’ve been involved in for many months now (nay – over a year?), which details what happened recently…

I think it was after the Brian/CaptainBabble exchange that I became quite agitated that HP has let us all down on this issue, so I decided to take the issue up with their CEO. I found a link to message him, where I sent him the following:

Just thought you should know that your consumers have taken to fixing your lemon laptops on their own because your support team can’t recognize an engineering issue and escalate a recall.

http://h30434.www3.hp.com/t5/Notebook-Hardware/HDX16-Quick-Launch-Button-Issue/m-p/592205#M43438

Your complete lack of response to this issue has left me with such a sour taste that you can not only count on me not replacing the 5 current HP laptops I own with more HP laptops, but you can also count on me spreading the story of my terrible experience to anyone who will listen.

@smd2008 on twitter.

Thanks anyway,

Mike

So I believe it was the next business day, I got a call from their Case Management Office, about an issue that I had raised to the CEO. I explained the issue to him, and then he tried to help me solve it. I stopped him midway and explained to him that it’s an engineering issue, it can’t be fixed over the phone, and I’ve fixed it, like many people, by dismantling the machine and pulling out components. He told me that it wouldn’t be covered under warranty then, to which I replied that it wasn’t under warranty anyway, and regardless, the warranty had been futile for those of us who have tried to get this issue resolved under it. I then explained that my message to the CEO was intended to be helpful to HP, not to me. That they might want to do something about this string of bad laptops rather than let their users take away a bad impression of their company.

But he just didn’t get it. In the end, the best he could offer me was a free extra year on a 2-year warranty on a new computer. I was baffled. Not because of the degree of offered compensation, but because of its ironic nature. He didn’t understand that I wasn’t going to be buying any more HP products, or that the warranty for the one I had was ineffective.

Companies like HP just aren’t going to be able to compete in the Thank You Economy.  They’ll survive – perhaps like IBM has, but thrive?  They just don’t get it, they don’t get their customers, and they’re going to lose brand equity because of it.

If you want to try your luck with the CEO, the link to his contact page is here: http://www.hp.com/hpinfo/execteam/email/ceo/index.html

Feel free to quote what I sent him verbatim and sign your name to it.


Filed under: follow-up, opinion, products

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