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 Hewlett-Packard's Greed Overrules Common Sense
Posted Wed December 3, 2008 12:00 pm, by . written to Hewlett-Packard Company
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In the past few days, I requested assistance from HP customer support regarding my M425 digital camera. On this camera, the plastic on/off button broke, so the camera can no longer be powered on and off. I took the camera apart and attempted to repair the button with glue and it worked for a while but eventually bent and broke again. I contacted HP Customer Support to request assistance in acquiring a replacement button for this camera.
All I am asking for is a simple plastic part. It is senseless to replace what is otherwise a working camera when the only thing keeping it from working is a tiny piece of plastic which if it had been better engineered and manufactured, it probably would have never broke in the first place. In these days of increased concern about the environment, it is idiotic to needlessly add to the mountains of discarded junk on this planet when there is a simple solution. It is just a piece of plastic! It is so tiny, it would fit easily in an envelope with minimal packing material, and would probably cost no more than a standard third class letter. All I am requesting is for a source to acquire that little plastic part. The camera is out of warranty, so in the extremely remote possibility that the camera might be damaged while replacing that plastic part, I would take responsibility. Why do you people want to complicate such a simple matter?
You had the opportunity to positively influence my plans to continue as a HP customer, but you blew it. I have always preferred the M425 and until now, I had plans to purchase an additional HP camera with a higher resolution. However, your response in this matter reveals clearly that HP has very poor business sense. I made a simple request with an extremely simple solution. It is nothing more than a small plastic part with no electronics attached to it. I would pay what the part is worth and assume responsibility for its simple installation. A simple resolution in this matter would have convinced me that HP cares about keeping its customers. Instead, you have proven to me that HP cannot be relied upon to provide service after the sale; the kind of service that would establish confidence and keep a customer coming back. You have proven instead that HP's excessive greed overrules simple common business sense. Instead of providing a source for a basic replacement part, you even went as far as to try to sell me another M425 at close to 200 percent of its current market value.
As a result of your refusal to comply with this simple request, I now have no intention of even considering HP for future digital camera purchases.
A replacement button is all I ask. It is a simple request since it is just a small piece of plastic and is all that is needed to get the camera working again. This is a far more environment-friendly solution than discarding a camera that only requires a simple fix and adding to the tons of discarded electronic devices already plaguing this planet. It should be obvious that with the definitive loss of any future business from me, it will cost HP more not to comply with my simple request than it would to comply.
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