Thought I would let you all know of a problem i have with HP at the moment...HP of all people too...
We have a few of their DLP Projectors which on the whole are very good. Well anyway one of them has gone up the creek and needs to be replaced. Its only 4 months old so its under warranty.
Monday: I phoned tech support and explained the problem...they let me explain the problem then told me that the technical team was down therefore I would have to call back another day (No call back was offered to me)
Tuesday: Called them back and explained the story again. The lady on the other end of the phone said to me "are you with the projector now sir?" I said "I am sorry I can't be because its bolted to the ceiling in a tech department that I don't have coverage on a phone to" she said "I am sorry we can't help you, You will need to go online" I then replied with "I have been and the symptoms show I need a new projector" she then said "ok well you can email this address" which I hastily said ok to and did that. I was told there was an 8 hour turn around. I did tell her that I would of happily taken away a task list and called them back with the results but Nooooo she wouldn't even do that. I would have taken the projector down but health and safety doesn't allow + I don't want to take the projector down if there is a simple solution (It has to be taken down by an external company which we would have to pay for)
Wednesday afternoon: Its been 8 business hours now, No response...I phone HP again. I go through the whole story again and this time get a case ref. I thought ooo we are making progress, She then said she still couldn't put me through although she could put me through to customer services. I spoke to a guy in customer services and he was very rude, Didn't understand that I couldn't take the projector down or be in the room at the same time (No I am not phoning you back on my mobile at the cost of 12p a min) He got really angry with me and tried to get rid of me then huffed and said ok sir I am going to try and put you through to the projector team but its on your head if they have a go at you (As if they would) they put me through to a call centre and although it took me some time to explain my story YET AGAIN the guy said oh yes that sounds like a hardware error (He didn’t get me to try anything so I have no idea why I needed to be with the unit) I managed to get them to send me a new unit within 5 minutes of talking to this guy I thought yes that’s a result
Thursday: New unit arrives, Scratched, Marked and tatty. They didn't even put labels in the box so that I could send the old one back. I call them back to say that I am not happy. They say I need to speak to logistics I say ok can you put me through "Err I don’t have permission to do that sir I will have to put you through to the projector team" my rage gets worse here..."Why I say its not technical support I want, Do you want your projector back or not?!?" "I will put you through sir" AHHHHH
I speak to some guy who actually said in 3 separate points "I don't understand what you are saying can you repeat" AHHH I say "Ok you know what don't worry about it"
I phone back the UK support line ask to speak to the most senior customer complaints agent and she puts me through. I explain the story again because they cant get the case on screen I am then told that someone will get back to me within 8 hours....
Friday: I am still waiting for a call + a reply to my email at the start of the week. What HP don't seem to realise is that schools talk about their experience with suppliers, I have just brought a load of HP Switches to upgrade our infrastructure...do they think i will be buying the other half with their company ? Hell No + We still have about 100 Win98 machines, I was pushing HP as the replacing supplier to take our entire network to CC3...Not anymore....Trading Standards are with me 100% and if i don't get a call by the end of tomorrow if going to phone back the very helpful guy @ trading standards and tell him to press ahead with the reference he gave me.
What’s really annoying is that I was so polite so they had no reason to be so unhelpful
Think that’s everything