If I can’t actually do anything about getting my computer back, I can at least vent to the universe. Here’s my rant which I did submit through the HP feedback web page despite the utter futility of it.
I don’t honestly believe that HP cares about my experience, but I’m going to tell you anyway. I still believe that customer service is important and not just when I am the customer.
I am currently waiting for my notebook to be repaired under the warranty. HP received my notebook on 8/17 and estimated its return to me on 8/27. I was given a link to an order status page which so far has not been updated. First, I don’t understand why HP is wasting my time by having me check a useless page that is never updated. Second, I think that not even updating it by the day it should have been returned to me is inexcusable. I use my laptop for both work and college courses, so its return to me is very important. I called customer service and was obviously being given standard meaningless answers including that the customer service agent would send a message requesting that my notebook be returned to me ASAP. Is the message to me that HP wasn’t trying to get it back to me ASAP? Why does the customer service agent have to request that?
Again, I don’t really believe that HP cares, but I’m letting you know that unless my experience radically changes you’ve lost at least two customers (including my husband who also has an HP laptop). I think HP should care especially since the impact of the individual’s experience is amplified these days through blogs and other social networking tools. Perhaps you are just counting on your customer base being lulled into complacency by robot-like agents who render the act of calling customer service useless.