Yep, my HP DV 9000 still has the crown as the worst customer experience I've ever had. Now I know there could be worse things in life, but within the confines of crappy things that can happen when life is generally good, I've still never really seen anything like it.
If you haven't yet read my previous posts yet, check out Post 1, Post 2, and Post 3... the ridiculousness shall crack you up. Bottom-line: I was knocked out of laptop computing for nearly 3 months in a situation HP could have fixed any time they pleased. And it only got fixed from more 'me-initiated' phone jujitsu and judo than is comprehensible.
To conclude the saga, I'm going to be sending a copy of this blog post and the other 3 to some key people at HP:
- CEO Mark Hurd: He's an Ohio guy, so I've gotta get some traction on that alone. And here's his HP profile quote:
- Todd Bradley, Executive Vice President, Personal Systems Group. This is his department, so let's hope for a response.
- Engelina Jaspers, Vice President of Corporate Marketing. Marketing should be all over this. She also has accountability for PR as well, so I hope to hear from her.
"Everything we do must be for the customer. If it's not, then we need to reconsider why we're doing it."
The ridiculous thing is I still love HP products. As clients frequently ask me for recommendations on laptops and Tablet PCs, I tell them I respect HP's machines, yet can only recommend them if they're into customer support masochism.
C'mon Hewlett-Packard, make me a believer again.