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01-05-2011 11:06 AM
bought HP total care after my warranty expired for $192 . The customer care salesperson went on and on... how good the support is and they would even pay for FEDEX to pick up my computer.
when it came to use the policy on first occasion Hp service said they would take 7 to 15 days to change my Keyboard on laptop. I asked if I could do it myself , they said If I do it myself The warranty will be void.Hence I am stuck I cant fix it myself or get it done privately . After waiting for 1 month I got that finally sorted out . As Hp took its time in repairing. Then My battery went dead. Hp this time refused to cover the battery saying that battery is NOT PART OF THE COMPUTER and will not be covered. Wanted me to pay another $120 for new battery plus shipping!
The supersvisor was too busy to talk to me .... after holding for 45 Mins I was told he would call me back. IS this the kind of support HP offers to its Customers! Shame on YOU HP. I for one am not buying HP any more !
01-06-2011 08:07 PM
Lesson # 3 That of REENGINEERING, and EDUCATION or LEARNING is a PERSONAL ACTIVITY and
Once I'LL post this, I beg from you that you will consider that I am not endorsing a product but that I am sharing
While at Texas Instruments, we in the Design and Development Equipment Engineering Department were given by our
boss a free book with Title "REENGINEERING THE CORPORATION" by HAMMER and CHAMPY.Mario,my former boss is now in Dallas.
One lesson that I totally agree from that book is: product or equipment maintenance is a responsibility of the user
(paraphrased in my own words).A car with a driver-mechanic owner is always better and with longer MTBF (Mean Time
Between Failures) than a car with just a driver as owner. I believe that BUYING and OWNING A PRODUCT,in itself, is
a PROCESS, as defined by HAMMER and CHAMPY.The paradigm that vendors must maintain and users
must only use the product,I believe, is OBSOLETE.
There are proper rules to follow in using a product:e.g.,operating conditions such as temperature,
humidity,maximum shock or vibration,etc.These are situations that if and only if users will try to understand
and oblige with will significantly increase MTBF. Well, some vendors that I know (MEGATEST,JLSI,MULTITEST,TERRADYNE,DAI-ICHI,TI, to mention a few) educate their customers
how to maintain their products,right after sale, but their products' technology are mostly
proprietary and the information about them is difficult to find.
On the other hand COMPUTERS and ELECTRONICS have websites and books
(millions of them) where you can find information for almost
every topic. Here's a question that I would like you to comment on, as based from my research and
WHY DO PEOPLE in JAPAN,The PHILIPPINES,CHINA and INDIA almost NEVER CALL CUSTOMER
SERVICE or TECHNICAL SUPPORT when using COMPUTERS (regardless of BRAND)? Please
tell me if you need STATISTICS to prove my claim.