On Saturday, my HP's hard drive crashed. Thankfully, I have a back-up. That's the good news. The bad news is that it looks like the hard drive needs to be replaced (... or not ....). "Not to worry," I said to myself. It's my business machine and I've taken the extra step to purchase a Care Pack. (see the care pack at http://forensicphotoshop.blogspot.com/2 ... files.html
I thought the language on the web site and on the certificate was quite clear. I spent almost a third of the price of the machine for this 3 year service. The description seems unequivocal: if something happens they will come and get it, repair/replace it, and get it back to me within 3 days. My problem happened on a weekend, so I had to wait until Monday morning to call (standard business day). Then the real problems began.
I want to preface this next part by saying that I have had excellent service from overseas call centres in the past. My bank, my credit card, Microsoft, and others have all treated me fairly and with respect. I have been able to get to the heart of the matter, resolve it, and be on my way fairly quickly. Until today ...
Call begins Monday morning, 08:05 PST. Automated voice prompts now take the place of the old "press 3 for ..." So, after a minute or so of prompts, I get to a human voice. It turns out that the automated service incorrectly routed my call. No worries, I'll connect you. On hold ... A few minutes later, and I get an English proficient male technician. He works down his check list and then offers to ship a hard drive to me. I mention that I have paid for depot service (see above). He disagrees. We talk about it some more. I want the machine looked at by them, rather than have them send me an endless supply of spare parts (taking the process into weeks and months). That's why I paid the premium for depot service. He "can't help me" because A) my machine was not supposed to be sold in the US (Canadian serial number) and B) they have different info about my Care Pack. I escalate the call to his supervisor.
The Supervisor goes through his "angry caller mitigation check list." My computer still is not in route to the depot. It's now 09:35 and I've got to go. Besides, my old cordless' battery is almost dead. I'm on hold ... then get disconnected. I call back, get routed to the wrong group, get put on hold whilst transferring ... and this is taking way too long. I've got to go.
I get on the road and call from my cell phone (risky ... dropped calls). I reach a limited English proficient technician. I give her my ticket number. She proceeds to tell me that it will take 2 days to ship me a box. After that, I should see my machine back in up to 2 weeks. I try to explain the care pack again. When this doesn't work, I ask for the supervisor.
I manage to get an e-mail address to send the scan of the certificate to HP. I get a generic pop address, so I have no way of knowing if this will ever get anywhere. I get placed on hold for another 20 minutes. I get disconnected (probably as a courtesy).
It's 10:10 and I'm back on the phone again. I manage to get another limited English proficient (and hard of hearing) technician. He offers to send me a hard drive. I reluctantly accept. He wants my credit card info; just in case I decide to keep the broken part. No problem. Two and a half hours later, I have a order confirmation for a spare part. I didn't feel like hiring an attorney to argue my case on the depot service any further.
... 24 hours later ...
HP shipped the replacement hard drive to the wrong address entirely (they chose to ship the drive to an old billing address that they had on file - why?) and shipped the software discs that are supposed to come with the drive separately - misspelling my street name badly and omitting the suite number. What is wrong with this company?
Now I am on hold again, trying to get yet another call center person to spell an English street name correctly (I even go so far as to use the phonetic alpahbet - T Tom ... O Oscar ... P Paul - is there an applicable American / Indian Phonetic alphabet somewhere on-line). I don't mean to offend, but communication is clearly the key when doing business with your customers. They don't offer an on-line option for this, all tech support of this nature must go through their call centres (overseas). If I could just fill out a form and submit the info to them, then call ... this would be so much easier.
Total time on the phone with this issue: 3 hours 22 minutes and counting.[url][/url]