It's the little things that get you, particularly when it comes to tech support. And when it comes to HP tech support, one reader has just discovered that even the must mundane of problems can cost you unwarranted time and money.
"I recently sent my HP L2005CU 'Lance Armstrong' edition notebook in to be serviced," the reader first wrote me several weeks ago. "It was out of warranty and was going to c
It's the little things that get you, particularly when it comes to tech support. And when it comes to HP tech support, one reader has just discovered that even the must mundane of problems can cost you unwarranted time and money.
"I recently sent my HP L2005CU 'Lance Armstrong' edition notebook in to be serviced," the reader first wrote me several weeks ago. "It was out of warranty and was going to cost me just over $300, which seemed more I should have to pay for it. The problem was that one of the latches that release the display screen was stuck and unresponsive to the push-button release, making the computer unusable. It seems like a design flaw to me, and I notice that HP has changed the latch release design since. But anyway, when I called their support center, I was told that this was classified as a physical/mechanical malfunction and that the cost for repair for any such malfunction is $300."
Since the laptop was useless as it was, the reader decided to go ahead and send the CPU into HP. "They confirmed in an e-mail that they'd received it and said they'd have it back to me in 10 days," the reader wrote. "The expected return date came and went. A few days before, I had started trying to call to check on the status of the repair. Nobody on their customer service line had any type of 'authority' to help me or give me any answers -- all they could do was 'elevate' the status of my case. Then I checked the status of my account online and saw that the estimated price for the repair had gone from $300 to over $1,000!"
The online status page also contained a message that: "Hewlett-Packard is currently trying to get in touch with you regarding the current status of your order. If we have been unable to reach you, please call us at the customer service phone number listed in the Contact HP section at your earliest convenience." But there had been no sign of anyone from HP trying to contact him, and the customer service phone number provided was the same one he'd been calling without success. For the next several weeks the reader persisted in trying to call or chat online with HP support to find out why this simple latch repair had become such an expensive proposition, but he could get no answers other than more promises to escalate his case to managers he could not speak to.
This whitepaper explains the terminology and concepts behind Data Replication technologies and establishes some sizing rules through worked examples. Learn the new paradigm in disaster tolerance—protect data anywhere.
Download now »
Server virtualization is a popular option for dealing with mounting datacenter costs. Another equally promising approach is the use of an Application Delivery Controller. Citrix NetScaler provides a low-cost way for organizations to reduce their server count and accrue cost savings from a reduction in space, cooling, power and personnel.
Download now »
The emergence of WLANs has created a new breed of security threats to enterprise networks.
Included in HP ProCurve WLAN solutions is security technology that alleviates threats from WLANs through:
* Monitoring wireless activity inside and out of the enterprise
* Classifying WLAN transmissions into harmful and harmless
* Preventing transmissions that pose a security threat to the enterprise network
* Locating participating devices for physical remediation
Effectively address data protection challenges, implementing solutions that help store and protect business–critical data while cutting costs and improving efficiency and reliability.
Download now »
Sign up to receive Business Resource Alerts
Recommend This
