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‎09-18-2011 10:12 PM

HP Recommended

http://h30434.www3.hp.com/t5/Other-HP-Consumer-Products-and/1Tb-Pers-Media-Drive-under-warranty-HP-s...

 

HP 1Tb Personal Media Drive bought Oct-06-2011; Model # hd10000z; Part # BK228AA-ABA; running via USB cable remotely; my computer is an HP model #p6236f running Windows 7 Home Premium 64bit; bought Dec-2010. 

 

Well, after 11 months, this media drive decides to start giving me problems (actually, MORE problems).  My PC kept saying that the media drive couldn't be found.  I'd have to re-start the back-up process over and over, each time a bit more data were backed up.  I tried all the usual fixes (different USB port, cable, etc.). 

 

I was quite happy initially with this media drive.  So, just to find out if there was a secret fix for the trouble I had, I called the 1-800-474-6836 HP Tech Support Line.  Well, no, actually, let me back up... I e-mailed them and they told me to call because they didn't deal with media drives via e-mail (even though I had clicked on this product, and its image was there when I sent the e-mail).  I lost a bit of time waiting to be told by e-mail not to e-mail the e-mail department.  Got that? 

 

So, I call the 800 number, and after waiting a lifetime listening to someone talking about all things HP & how great they were simultaneously with loud music, I get someone who listens to my issues and then immediately tells me the drive is out-of-warranty and I should buy a new one.  So, not having the original paperwork in front of me, I decide that it's best to order a new one (after all, I waited a lifetime to get someone on the phone - why wait a second lifetime?). 

 

So, the next day I decide to put the bad media drive away until the new one arrives.  So, I pull out the old paperwork... UH OH!!!  It was bought less than one year ago, and the warranty is one year.  The techie lied to me to get the sale!!! 

 

But, it was my own fault for not pulling out the paperwork before calling should there be someone who decides he wants to get sales more than help folks out. 

 

REMEMBER: know how old the item is before calling, even though you think you're just going to get some tech advice, so have all you paperwork ready. 

 

So, the techie calls me the next day (interrupting me of course) and tells me I have to confirm the order with his supervisor.  So, I let the super give his shpiel (sic), and after asking him to repeat himself several times because I didn't understand what he said (really, what planet are they on?) I lay into him about his screwed-up tech service that wants to sell new items rather than fix old ones still under warranty. 

 

So, what does this super do?  He calls me back.  But, I'm on the phone in HP LIMBO trying to cancel the order.  So, he calls the other number for my address (I don't know where he got that) and he gets my disabled landlady on the phone.  So, she hobbles, huffing & puffing to tell me that there's a "Very Important Call From HP" on her phone and she was told to get me on the phone right away.  HUH???  I cannot believe this. 

 

The super was so worried about this bungle that he called my poor, feeble landlady and told her he was a big-wig at HP and that this was a VERY IMPORTANT CALL and that she had to RUN TO GET ME ON THE PHONE RIGHT NOW!!!  Wow, what stones!!!

 

So, I tried to call HP and lodge a formal complaint.  What am I told?  "OH WE DON'T HAVE ANY FORMAL PROCESS FOR REPORTING A COMPLAINT."  Wow!!! 

 

Hey HP... ever hear of ISO9000???  Where customer complaints are considered THE most important part of doing business in the 21st century?  No, I guess not. 

 

Unreal, just unreal!! 

 

So, I'm told that I have to call HP (again!) and tell them I'm sending the new drive back.  So, here I am with a bad personal media drive, a new drive on its way that I don't need, and tech support that wants to sell new stuff rather than fix the old stuff. 

 

How do I get a tech support person who'll help me get a media drive still under warranty repaired?  Oh, and please make sure it's a person who's honest, and maybe even from this planet?  (BTW, I'm seriously left winged, so don't get on me for being a bigot because I'm the one who does that, OK?). 

 

1 REPLY 1

‎09-19-2011 03:15 PM

HP Recommended

09/19/11- Jeff reached out to customer

Although I am an HP employee, I am speaking for myself and not for Hewlett-Packard.
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