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07-13-2010 03:31 PM - edited 07-13-2010 03:33 PM
Hi, I have the same problem that many people are having with their monitors. I have the W2408H. The OSD pops up randomly with the volume down button engaged. Sometimes the other buttons become unresponsive, including the power button.
For me this started happening about a year and a half after I got the monitor, just like so many other people. Of course it’s out of warranty. But come on, a year and a half for a $400 piece of equipment to go bad?? Whatever happened to quality?
Any way, I called tech support and was told what I already knew, it’s out of warranty and we can’t do any thing. So, I went on the HP site to see how high I can take this. There is a place where you can send an email to the CEO here and the Board of Directors at firstname.lastname@example.org.
I got two canned mails (see below) and a phone call from a representative. The fact that this problem exists really didn’t matter to the rep. What she told me is that I’m not looking at the “bigger picture” it’s a very “miniscule” problem affecting less than 1% and it’s not a known issue to them. And of course, it’s out of warranty so we can’t do anything.
So does that mean that this company cuts costs when to comes to quality and puts just enough efforts to make product last about a year? After that you’re on your own? The way they washed their hands of all responsibility and put the wall of warranty in front of me, it seems like they feel it’s unreasonable for a consumer like me to expect more than a year’s worth of life out of my purchase.
I can understand if this was a problem with just the model I have; however, I see people with this exact same issue with completely different models. How is it possible that they don’t know about it?
I know it won’t achieve much but have the people having this issue taken it higher than just the forums? If not please send your concerns to the executives to that it may become a known problem and so that they may do something about it.
External ceo-communication to me, EMAIL
show details 1:06 PM (2 hours ago)
Thank you for taking the time to send HP your comments. We sincerely apologize for the difficulties you've experienced.
Your comments have been escalated to the appropriate people within Hewlett-Packard for review.
If you have not been contacted shortly or you need to speak with someone immediately please call our Executive Office Monday through Friday, between 8:00 AM and 5:00 PM, Pacific Time. Our Telephone number is 1-800-756-0608 Option #7
Your input is important to us and very much appreciated.
CEO Customer Relations
EMAIL ECR to me
show details 1:52 PM (1 hour ago)
Thank you for your communication to Hewlett-Packard Company. We always appreciate input from our customers. Your concerns and comments will assist us as we make product, service, or delivery decisions in the future.
You can reach us by email at email@example.com or call 1 800 756-0608 and choose option 7.
We are open Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
Executive Customer Relations