HP's $1,000 Latch

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

At this point all the reader wanted was to get his computer back in one piece so he could find someone else who would fix the latch for less than a king's ransom. "I have no idea what to do, or if I am entitled to any compensation for time wasted, phone bills, and any other miscellaneous direct or indirect cost to me," the reader wrote. "I am just trying to find out what is wrong with my computer. And after I hear some ridiculous excuse as to how they can't fix it, and it's not their problem because it's out of warranty, and not apologize for wasting my time and energy, then I just want them to send my computer back in the condition I sent it in, without any other scratches or broken parts."

Realizing he might never get his computer if he continued to deal with HP's offshore support people, the reader finally managed to get through to HP's "Executive Customer Relations" department. But that just began a new cycle of promised return calls that never come. "One service rep did finally agree to help," the reader wrote a few weeks after I'd first heard from him. "She told she would request digital photos from the service center to determine why the computer was 'damaged beyond economic repair.' I received two messages from her over the course of about three weeks. She promised she'd have the photos within 48 business hours, but over 200 business hours have gone by since."

When I heard from the reader last week, there were hopefuls signs that his efforts to call attention to his plight might at last be paying off. "I just wanted to say thank you for your help with my case -- I was contacted yesterday by a different representative from HP. He actually sounded as though he would accomplish something." But even if the reader's ordeal is almost done, and assuming that he eventually gets the latch fixed for less than a $1,000, the cost has still been too high. "A point I emphasize is that it is literally impossible to get anyone pinned down in their ridiculous system and how hopeless you feel when you can't get in touch with anyone. You can tell that they are either ignoring you, or so horribly busy that they can't even take a 30 second break to call and leave you a message on your phone or type you an email. Up until this point, I was a loyal HP customer and even recommended them to friends. That will no longer be the case."

What support nightmares have you had to endure? Tell us about it by posting your comments on my website or by writing me at Foster@gripe2ed.com.

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