So Julie‘s desktop hard drive went South. While Windows kept giving us these “imminent failure” messages, I backed-up her data and called HP.
Now we’d bought the HP Pavillion a little after Christmas so I knew it was past its magical 12 month (but nothing ever breaks up to that point) warranty, but it was only 18 months old and she never does any hardcore processing on it. Updating her iPod Touch, a little Open Office and some Facebook time and that’s it. She wasn’t even a 5th full space wise. I know there’s always a risk with a hard drive but I’ve never had a problem, and still have ones that I pounded with Fireworks & Dreamweaver that are about 8 years old and still going.
So after going through the voice menu and speaking to a representative I ended up with a new 1TB drive for about $80 and a set of Recovery Disks for $15. My first hassle was I couldn’t get both from the representative I was talking to. The recovery disks had to be handled by his Supervisor and sent seperatley.
So I got them and the hard drive finally gave up the ghost. When I looked at the packing slip the disk weren’t mine (address in Florida, not Ohio, and completely different order code) and would’t run in the PC. I called HP on the number given and had to wait 30 minutes (tweeting my frustation in the meantime) before I spoke to an actual Representative. I then had to give the case numbers, explain the whole thing again and get the disks re-sent. Total time on the call – Over an hour. Just to inform them they sent me someone elses disk and could they re-send mine. This was on the 4th. They were now due around the 9th.
They still hadn’t arrived on the 8th so I called (another 30 minutes call) just to make sure they had the right address etc.
The 9th came and went so on the 10th, with still nothing delivered, I called again. This time it took 40 minutes to explain my frustration, speak to a representative, then to his Floor Supervisor, then to the Case Manager, only to be told that they couldn’t overnight the disks to me because they only use FedEx Ground and they don’t deliver next day on a Saturday. So a whole week went by with a dead PC and still no recovery disks. I took the offer of a refund for the disks, though this apparently is going to take 5 days to come through, and ended the call.
I felt angry and let down. In this day and age I don’t think I made an unreasonable request asking for them to be overnighted as I’d already waited for these and they’d sent them wrongly in the first place. To date, today is the 14th, the disks have still not turned up.
I went on Saturday and bought a copy of Windows 7 ($200), installed it on the new drive in less than 30 minutes and was back up & running. The PC seems to be running a lot faster and smoother without the HP “stuff” that comes pre-installed.
Now don’t get me wrong. Its not the people I have a problem with. All of them were polite and tried to be helpful. The problem I have is that one person couldn’t help me. It had to get passed from pillar-to-post while several people read case notes, re-entered numbers, and kept telling me they should be delivered by the 9th (including when I called on the 10th). It was the 30 minutes on hold, the 3 hours + of sitting on the phone, the week of waiting, and nothing resolved.
I now feel that:
- HP products don’t last
- HP makes you sit on the phone for ages
- HP can’t send disks in the mail to the right address
- HP is not fast acting
- HP is not worth the money
Right or wrong, these points have soured me on the HP brand wholesale.