I am the owner of a HP DV2700 laptop. After only a year, the computer started to experience problems. In March of 2010 I sent the computer in because the LCD screen light was out. After shipping it to the service center, I recieved it back a little over a week later- broken. The computer wouldn't even start up. I resent my computer in again only to have it sent back to me broken once again. It did start up however the keyboard typed different numberics if the computer was left on for over twenty minutes. The case manager (Sharon) attempted to make up for this by sending my a wireless keyboard and new charger; however what she failed to realize was the she shipped the parts (three times) to the wrong address despise me informing her of the proper address multiple times. After recieving a new case manager (Pam) I ordered a new box to ship to laptop back to the repair center, but what a shocker it was when the repair box was sent to the wrong address.
So thank you HP for sending me back my computer broken twice and shipping numberous parts to the wrong address. Also, did you know that your lovely distributer (Fed Ex) will not leave any box without an authorized signuture? So when you somehow did manage to ship the parts/boxes to the correct address I had the lovely pleasure of picking up my package after work in a horrible neighboorhood. I had to do this at least 5 times.
My suggestion to you- learn how to properly manager your supply chain, your database, and your customer service representives to maintain a proper service level. For every good experience a customer has, they might go out and tell 7 people about it, but for every bad experience, they might go tell 10- you have the power to make it a good experience and you have failed miserably.
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Wendy M - HP Support Forums Moderator
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