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 Product Replacement - Nightmare Experience
Posted Tue February 22, 2011 9:53 am, by Michael A. written to Hewlett-Packard Company
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Back in 11/10 I purchased a couple of your HP Personal Media Drives for my HP multimedia PC. One of them is now making a funny noise, and it's pretty obvious something is wrong with its fan. I called in a couple of weeks ago and was bounced around quite a bit between departments, and continuing to be told that my product was out of warranty. However, when I asked how long the warranty was good for, I was told 1 year. You can do the math, hence my confusion as to what the problem was. Eventually I was given a ticket number, #8047318578, and someone was supposed to call me back. That was on 02/07, and as of yesterday morning, 02/21, I had not heard form anyone. So, I decided to call in and was told again that my product was out of warranty just like before. This time though, the rep spoke a little better English and was much more resourceful. He took my original order number, H114579476, and was able to determine that my product was indeed still under warranty. But he instructed me to e-mail a copy of my receipt to HP.POP@MAIL.SUPPORT.COM, to have my warranty updated. I complied, but find this absolutely ridiculous, considering I bought the drive directly from your website! The rep then gave me another ticket number, but then instructed me to call back in later that day to verify that my e-mail was received and that my warranty was indeed updated. So, I called back in and this ended up being one of the worst customer service experiences I have ever been exposed to. The person that answered spoke very little English, and had no idea what I was talking about. It took nearly 15 minutes just to get my ticket number pulled up and my notes reviewed. Even after that, the rep wanted the serial number from the drive, which I did not have since I was calling from work now. She would not proceed until I had it, and I had to be extremely forceful in order to keep her on the line and for her to get a supervisor. I was now placed on hold for nearly 40 minutes before a supervisor answered!!!! By this time, I was absolutely infuriated. The supervisor then wanted to go over the scenario again and re-verify all of my information, which I refused to do. All I wanted was for my drive to be replaced, and he would not do it. Eventually I hung up, mainly to take a walk and calm down. I'm not sure where my claim stands right now, but I need some immediate action taken.
Please contact me about getting my media drive replaced as soon as possible. This process has been unbelievably cumbersome, and has taken hours of my time that I can't get back. I would hope that in addition to having my drive replaced, that your company would have some sort of restitution for me to make an effort to make up for this ridiculous experience.
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