Gilbert and anyone and everyone,
I did get your message tonight. However, it was past the hours you gave me, when I was available to return your call. I did not receive any other messages from you since we talked Thursday. Since we were unable to talk after you waited until the absolute end of the day to call me today, I am writing you this email which I am only able to write as my husband has been toting his work laptop back and forth when he is able, to allow me to pursue this serious matter with HP.
I am not sure what you are getting at exactly in reference to my role in social media? I did start writing, blogging, and tweeting about my poor treatment with HP and dissatisfaction before we talked. I have CONTINUED to write, blog, and tweet about my dissatisfaction since we have talked, and will continue to do so as you will see from looking at my blog. This should come as no surprise to you as I was completely dissatisfied and doubtful of the "resolution" options you provided me on Thursday. Of course I had reason to be doubtful based on my experience thus far, and based on my experience STILL.
That is why I wrote this statement in the email I addressed to your department:
"I think the "resolution" options were pretty shitty ones that Gilbert offered me since only part of my issue is my extreme computer problems, the other part of the issue is the nightmare it has been, getting this issue resolved. I think I have spent more time on the phone than anyone has spent actually trying to repair my computer" (and FAILING to do so!)
I think it is pretty clear from that statement alone that I am STILL dissatisfied since we have talked and STILL writing about it. I am at over 7000 negative impressions at this point by the way.
In continuing with a pattern of miscommunication and misinformation, I did not receive any call on Thurs or Fri to schedule a tech service call as you stated I would be receiving from someone. You mentioned the slim chance of Friday-that came and went, which I can accept as that was a long shot. You also mentioned Monday and Wednesday but stated someone would call to confirm a time. I was anxious to get someone out to fix the computer on Monday and anxiously awaiting a call to schedule a time. I received NO CALL. Then, this morning I received a call "confirming" my service call for 11am. I had a conflict at that time-an appointment for my daughter. How FRUSTRATING that NO ONE could have called to give options, or to notify me of service call availability? I called the technician to let him know this time was not a time I had available and told him I had a window later in the day, and tomorrow available. I called the dispatch center, gave them the same information, they said they would pass the information to the technician who would call to confirm. Hours past, I received NO CALL. I called and left the technician a second message. I called the dispatch center a second time. At 6:00 PM I still had no call confirming a service call for tomorrow. Am I supposed to clear the entire week, cancel work, cancel all appointments, and sit by the phone and my computer and wait for a service technician to magically appear? I called the dispatch center a SECOND time and FINALLY was at least given a "window" for tomorrow between 2-5. However, I was told the service person would call to confirm that time. Of course I have still received no calls AT ALL to confirm anything and have placed 5 outgoing calls regarding the matter. I do not have much faith I will receive that "confirmation" call tomorrow. If I had not been so persistent who knows if and when anyone would get to me. I am clearly everyone's last priority which makes me feel extremely uncared for.
And if you are wondering, YES, this update to my case will be posted, written about, tweeted, and facebooked, fwd to the external CEO, as well as passed along to the Mac and Apple service individuals I have been writing, tweeting, and messaging.
Clearly, this is more than a warranty issue Gilbert. It is an incompetence issue on the part of HP as a whole. I did not simply have a computer problem that required phone assistance, and send away assistance, etc. as specified in the warranty for how to resolve a technical issue. This is about EVERYTHING ELSE AROUND THAT ISSUE. This is about mistreatment, miscommunication, poor customer service, screw ups, lack of follow through, inconsistency, and complete disregard for me as a customer. The warranty is supposed to protect me as a customer. It is supposed to make me feel confident in my product. It has accomplished quite the opposite, as YOU like to bring up the warranty when it benefits HP. But HP has no accountability. No one has gone above and beyond to help remedy this horrible situation, and I am not even talking about my fairly new HP product that completely died with no explanation from HP, I am talking about my BAD experience with HP. I am talking about trying to be handled and managed and given a load of bs. You talk about going "the extra mile"-haven't seen that part yet.
I heard in one of the many times I have been placed on hold something about HP's "award winning" care. If that were true, I would especially think HP would be bending over backwards to assist me if my experience were not the true character of HP.
I still have little faith in HP, HP affiliates, HP products, and the HP CSC escalation department. I keep waiting for something positive to happen, for HP to actually prove helpful and useful in resolving my matter. I am still waiting-with a non-functional "fixed"computer" and a new hard drive. Maybe I misunderstood, am I supposed to try to install the hard drive myself?
Discontented,
Brooke
PS Maybe HP should just pay me what you paid the idiot who sent me a non-functional computer-who "repaired" my computer, and signed him name to it being "repaired" Apparently HP computer repair men and I have something in common, we both don't know how to fix a computer. At least I would have the common sense not to mail a customer a broken one. An apology does not remedy this major mistake on HP's part. Fixing my computer a SECOND time still does not remedy this major mistake on HP's part, that is simply what should be done and is the bare minimum which I guess is where I sit. I am trying to understand why no one cares? Would somebody care more if my husband called? Is this a gender thing as well?
