BEFORE (we loved Hewlett-Packard):
Our daughter has been using HP Mini 110-4110sc PC (B1E17EA), at school as well as for her school works.
Need to say she was pretty happy. We have chosen Hewlett-Packard as nice and reliable brand.
SITUATION:
In early December, there was a need to have the netbook repaired. It was really a small repair of a small part.
Instead of a simple repair on site in Prague, a foreign trip via Austria to Hungary was organized for the netbook, to be repaired by a 3rd party.
2 courier companies (X1, FedEx) were coming at a time to our place, both asking for the goods, both having same information. This was organized by Md. Peter Nagy.
Even if this was one netbook and one repair case, we had 4 consumer contacts numbers:
- HP order no:[Personal Information Removed]
- HP ticket no.:[Personal Information Removed]
- HP repair case ID:[Personal Information Removed] (with a wrong good's serial number)
- Reference no:[Personal Information Removed], sent by [Personal Information Removed]
After few days, on December 7th, we have received an automated email:
(Your unit has now been shipped back to you. Your reference is:[Personal Information Removed]. You should expect delivery within the next 2 working days.)
The netbook was never delivered back to us.
HEWLETT-PACKARD CUSTOMER CARE EXPERIENCE:
We have been hardly manipulated and informed erroneously on the deliver date, your call center operation have repeatedly lied on the delivery date.
Even if the instruction from Hewlett-Packard said 'delivery in 2 working days', we have been impudently attacked by Ms. Reka Gasparova to wait 30 days given by law.
This was extremely unfriendly.
Dobry den pani Prochazkova,
Ako som Vas uz predosle informovala pracuje sa na pripade, ale zatial sem neobdrzali ziadnu spravu ohladom doadania.
Informujem Vas ze na vsetky servisy je zakonom dana lehota 30 dni na opravu, vo Vasom pripade sme este v rámci danej lehoty.
Poprosim Vas o trpezloivost.
S pozdravom,
Mgr. Réka Gásparová
After 2 weeks time, Ms. Vavrovicova has sent an email, with apologies for the 'fault', informing us they do thei best to solve the situation and offering us an additional compensation.
Dobry den pani Prochazkova,
naozaj ma velmi mrzia vsetky komplikacie spojene s neobdrzanim Vasho zariadenia. Pripad som prevzala a budem sa snazit v co najkratsom case ho doriesit do uspesneho konca. Bohuzial to chvilku trva, tak by som Vas este chcela poprosit o trpezlivost. Musime kontaktovat servisne stredisko a taktiez kuriersku spolocnost aby sme mohli este raz preverit dosledky tohto zlyhania. Verim , ze Vam coskoro budem moct poskytnut kladu odpoved a samozrejme Vas v tomto pripade aj kompenzovat.
Za pochopenie vopred dakujem.
S pozdravom,
Alica Vavrovicova
HP Exception Agent
HP Customer Support Team
It was 10 working days from the return shipment, we were really annoyed. Just before Christmas.
It was explained several time to us by Helwett-Packard Customer Service the company (business, marketing, sales), the service, the 3rd party repair organizations and the courier service are not managed together, they are independent and it is not possible, for example, to call the repair organization as the only email connection is available.
When contacting Helwett-Packard offices in Prague, it was - again - explained to us the 'repair/service' is another company and the Czech mother company cannot do anything for us.
On December 23rd we were asked to send a copy of the purchase document.
This did not signal anything positive, however the apology and compensation offer by Ms. Vavrovicova from the 16th were a bit calming. In any case, we were pretty sure that Hewlett-Packard will solve our situation to satisfy our needs, ... which was a fatal mistake!
On January 6th, we have received from the most stupid email ever, from NoReply@mail.support.hp.com:
Status: 'Case closed'. Full stop.
There was not any explanation, not any apology, not any personal letter, not any offer of the compensation and recompense.
We were not just shocked, we simply did not believe that Hewlett-Packard could behave like this.
However, this confirms nicely that processes and people are not managed well at Hewlett-Packard Czech Republic, that nobody cares much about their customers and that customer can be ignored even in case of lost goods.
So, we have tried to explain the situation again to several Hewlett-Packard people in order to be fully compensated.
We have been offered a new 'machine', instead of small, light netbook HP Mini with a long lasting battery, we were offered a 15'' screen heavy notebook, with Linux!!!
It did not work when trying to explain to Hewlett-Packard CRM that our daughter needs a light notebook or ultrabook as netbooks are not longer offered.
In the end, we - being totally tired and annoyed - simply wanted our money back and, ... you wouldn't believe it, a BB form was sent to us asking to send the lost netbook back to Hewlett-Packard for a reverse purchase. If Hewlett-Packard logistic team approved delivery of the lost netbook, we would be paid, after 3 weeks time.
We were simply down, just asking for any faster money back solution. All our colleagues and friends have encouraged us saying be sure Hewlett-Packard will surely solve your issue, they felt there must be. Unfortunately, they were wrong.
Upon our request, it was mentioned there is an option to get our money back from the eRetailer the netbook from purchased from, which was ALZA (www.alza.cz).
A confirmation email from ALZA was sent to us in 2 minutes time, with a Credit Note sent in 15 minutes time and a personal email with apologies has confirmed we will receive the money back to our account in 3 days!!! In simply words, your customer ALZA has expressed apologies for Hewlett-Packard's fault and they returned our money back to us.
We informed about all the situation the General Manager, Marketing Manager, Business Manager and Spokesperson of Hewlett-Packard Czech Republic. Nobody answered yet. An unsatisfied customer does not mean anything for them.
AFTER:
Netbook was lost by Hewlett-Packard.
Data lost.
6 weeks time lost:
- Enormous effort had to be made to find Hewlett-Packard service people
- Enormous effort had to be made to get to any information
Our trust in Hewlett-Packard lost totally because of:
- repeated evidence of processes and people out of control
- there is no interest in a customer
- repeated incorrect information
- an attack to wait 30 days even if the instruction was 2 working days delivery
- inability to find one authorized person at Hewlett-Packard Czech Republic who would inform us correctly
- inability to proactively solve our situation cased by lost of a netbook
Our pre-Christmas and Christmas time was hardly damaged.
Our money was already returned back by ALZA, eRetailer, with apologies, fast.
This was enormously positive experience!!!
Now, we will be sharing this extremely bad customer experience, with all.
Do not ask about our children's option on Hewlett-Packard, do not try to know their social media comments on Hewlett-Packard.
As a result, we have to buy a new notebook for our daughter. She would like to switch to a 13'' screen, light ultrabook, with a long lasting battery, sexy design, most likely Lenovo.
Regards from Hana Prochazkova (HP),
Prague, Czech Republic.
PS.
This is just a brief version of the full story.