Firstly, trying to get a replacement unit is NEVER easy. It's exhausting and often takes a lot of delicate communication with a helpful customer representative. Herein lies the story:
Arthur, a tall brazilian man, spent three months in email communication with a HP customer service representative (Sam) concerning the lack luster abilities of his multifunction only to find out that he would have to return the item for a replacement. Great finally a new printer...
The last email from the not-so-helpful HP rep replied, "This department is unable to fulfil the requirments of your printer replacement please call #####" Okay easy enough you think, however Arthur cannot speak english well enough to have a detailed and delicate phone conversation thus his use of email. So he came in to see me, since I sold him the, unbeknownst piece of junk.
After a 30min phone call with the HP rep, Mary Jane ("real" name of customer rep) she determined that HP couldnot replace the unit and would require Arthur to go home power up the device and reinstall it and proceed through a step-by-step trial and error procedure on the phone with her. I replied that Arthur had already spent 3 months doing the same thing and I quoted his HP callService id number. Mary Jane replies, "that callService id number is not in our system, so I cannot honor what Sam quoted. Have a nice day." click...dial tone...
OUCH. I mean, as a Computer Consultant at Staples Business Depot I was choked, but not surprised. I've worked in the industry for 5 years now and I have had similar results with their customer service. Zero customer relations. Zero intracommuncation amongst the HP service departments or maybe just a poor database system... either way the service recieved was unacceptable.
Back to Arthur, since HP could not do anything I decided to help fix the problem myself and without going into copious details I ended up replacing the unit for Arthur (this was an exception to the rule considering it was 2 months past the return policy). An hour later Arthur he shook my hand in appreciation and gave me a great big hug. It's not everyday you get a hug from a stranger who simply admires your help. Seems as though, genuine help is a precious treasure.
Covering for poor service from a manufacture has become a weekly occurence. It's sad that companies have lost their "next door neighbour
" business attitude when it comes to customer service. Then again those who complain too loudly have spoiled it out for the rest. I dissaprove of freeriders.
Ironically, Arthur bought the same printer except with an extended service plan.
Suzanna Socked Me Sunday
