Hanabatake

Yes, it’s time for Part 3 in the Ongoing Saga of HP Customer Service.

In response to the question of WHO was responsible for repairs for her almost brand new computer, HP said that even though the computer is clearly marked as US, HP Chile made it and is responsible for repairs.

Now wait a minute…. I’ve bought several computers, including a Dell and a MacMini that were manufactured in other countries. But if I had support issues, I went to Dell and Apple directly.

Heck, my Playstation 3 was made in some far off elf-factory and Sony fixed me up tout de suite!

I received an excellent and super quick response from WD when my passport decided to go crazy. All I had to do was email these companies and they took care of it.

But HP… Oh, Hewlett-Packard…. How can a computer CLEARLY marked for the US market have to be serviced by having the customer make an INTERNATIONAL call? How long will it take to get her computer up and running again? Will she have to return a hardrive to ANOTHER COUNTRY? 

I just don’t think it makes any sense, but she’s called Hewlett-Packard AND emailed Hewlett-Packard and this is what they told her.

As I mentioned before, Angeline has always used Apple computers at home, but she can use a PC. She uses one at work! She didn’t abuse the computer or try to reprogram it. The (almost new) hard drive died and HP is making her jump through hoops to get it fixed. 

How can a customer even KNOW if an Hewlett-Packard computer can be fixed in the US. I bet those Microsoft commercials that expound on the affordability of PC laptops don’t consider the user having to call CHILE to get a defective hard drive fixed! And if I recall, all of those commercials that I’ve seen featured HP laptops.

Although my sister doesn’t blame me, I do blame myself. I suggested an HP since I was so happy with mine. Now I look at my HP Pavilion dv7 with some trepidation. If this one needs to get fixed, what if they send me off to call some far off land!

HP Customer Support: The Adventure Continues

After the issues my sister had yesterday, I thought I was clever. I gave my sister the web form to email HP. They did respond right away, but

[....] according to the information provided by you, I have check in our database that you have purchased your notebook from Chile.

Your email has reached the technical support division for North Americas, where we can provide technical assistance to the customers worldwide. However, we will not be able to carry out shipment or replacements outside the United States. If the unit requires a service, shipment, replacement or an escalation, you will have to contact your local Technical Phone Support. We regret your inconvenience. We hope that you understand.

Your notebook is in warranty and you will be getting the hard drive free of cost. However for that you need to contact HP support in Chile. 
[....]

Wait, so the comptuer has a -US suffix and was sold in the US, but it was puchased from CHILE?

The hard drive totally failed and they are asking my sister to make an international call to get it fixed.

The computer itself has all English instructions/support documents. Even IF it was made in Chile, so many other comptuers are made OUTSIDE of the US, but the manufacture SUPPORTS those computers since they were made for the US audience.

My sister replied very politely asking for a local number to call as she can’t make an international call like that. Since she CC’d me, I also replied to HP:

Thank you for your prompt response, but Angeline purchased this computer via AMAZON.com. It has the prefix of US and all of the documentation that came with the computer is in English. There is nothing on the computer that warns us that any support issues must go through a foreign country so that is can be resolved.

I don’t know if this will help. It’s beyond frustrating.