Recently marketing strategist Walter Terry has taken my customer service issue with HP to heart... really and seriously. And while I may come off as the pawn of the day in his recent post, he may well be right, which is why I'm asking you to read his post and then journey back here. Why direct you to poetic musings of my poor handling of a situation (Okay, it's trippy to have been woven into poems as the tragic figure, and the William Shatner rap video is officially the funniest thing I've ever seen)? Good question and I have a better answer: Walter was instrumental in guiding me to get in touch with HP on the topic of my HP DV 9000 customer service issue, so he has the right to have a STRONG opinion.
So what was I thinking, why did I let the situation with Engelina and HP unfold the way it did? Here's my explanation: Simply, I wasn't aware it was possible to get financial recompense from HP for my lost time outside of a lawsuit. But as I read Walter's post I was sitting there thinking this guy got the shaft... and then remembering 'he' is 'me'. Perhaps HP didn't do enough, perhaps I was appeased by shiny trinkets?
To my credit, I stopped when I reached my objectives: An apology and fast-tracked service. I had humble ambitions as we've all been on the powerless, crappy end of customer service where we're lucky to get a fraction of the recompense we deserve. At the same time, if you go back and look at dollars and cents, you really could make the case HP owes me for my troubles, which Walter has done a helluva job of pointing out.
And you know folks, I might have egg on my face for my naïve handling of the situation, but at the same time... hells bells, I might as well have played the fool when the onslaught against customer service failure comes on as strong as it has from Walter. To take Walter's Battle of Thermopylae analogy out a bit further, it was the battle that reconciled the Greek states, so perhaps Walter is going to be leading the war effort against lacking customer service. So, I may have lost the battle, but HP may be simultaneously having its Waterloo, because I think Walter is just getting started, and as he pointed out in his yesterday post, the dates of my customer issues do make HP look ridiculous.
Walter clearly has the torch after the salvos he's launched in the last 2 days... We'll see if Engelina or HP are watching and respond to me or Walter, who is widely read and blasting like Al Pacino during the Scarface finale...
Bravo Walter, and keep HP on it's toes.