Bob argued, but the tech was intractable. Bob eventually gave up. "We've bought a Toshiba laptop and are very happy," he says.
But it was the letter I got from a spokesperson at HP that made me hope that HP's recent efforts at beefing up support are paying off. (Both Frank's and Bob's experiences date from a few years back.) Back in my March post "HP's big bet on better tech support," Jodi Schilling, vice president of America's customer support operations at HP, told me, "We are investing in the support space in a way that we haven't in the past. We are moving toward a leadership position in the industry in this area."
The spokesperson's letter about Stacy's case was meant to bring me up to speed on what's happened since I reported on Stacy's initial gripe.
"We did some more research into the matter, and Stacy's notebook battery was not part of a recall," the spokesperson notes. (This recall is what led Stacy to believe HP should cover the repairs on his laptop and why he refused several offers for discounted repair.) "HP reached out to Stacy this week and offered him a replacement laptop, which he accepted. He was very happy with the resolution. HP is also investigating his claims regarding his initial support interaction and will take appropriate action there."
All's well that ends well? So it would seem. Stacy reports that he was "surprised and elated" when HP contacted him and offered to replace his old laptop -- at that point taken apart for parts in the hope of selling them off on eBay -- with a brand new one. "They even offered me a choice between three models." He reports. And proving that, even when a problem has gone this far, it is possible to turn it back into an opportunity, this action has restored Stacy's faith in HP. "Although this whole ordeal has taken a long time with a lot of negativity towards HP on my part," he says. "I am very satisfied with the end result and will continue to use and support HP products."
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