I just thought I'd submit this thread to let folks know that my iPAQ 211's external speaker just failed mid-sentence while using the GPS. I know it's the external speaker, because the sound still comes out of the headphone jack just fine. Apparently, even an anemic speaker can die.
Knowing that the Business division of HP is the side of the house from which all Technical Support is handled and that their Repair Center is still out of stock (or has been in the past) and that it has been taking 2-3 days just for a replacement to ship - even if you have a Next Business Day "Care Pack" Service Agreement with HP - I decided to take a different approach. I was just outside of the 21 day "free look" period so I couldn't just do the usual RMA the old while HP ships me a replacement, so I did the following:
- I called Tech Support and had them create a case number. I advised them to NOT process the replacement for me, but to leave the case open.
- I called Customer Care (regular number) and spoke with a supervisor, providing him with the support case number. I advised them of the issues: slow response from Business division, the fact that I have a Next Business Day service contract, and that the device has a defective external speaker.
- HP processed the RMA, gave me the RMA number, and emailed a URL to print a FedEx label to return the old device.
- HP used my HP Shopping card to order a new device. I'm getting a NEW device as a replacement (vs. a refurbished one).
- Here's where HP distinguished themselves in the quality of their service: The supervisor submitted the new order for the replacement device with Next Business Morning shipping (the absolute fastest available) at an initial cost to me of $53
- HP's Supervisor - while I was still on the phone with them - processed a credit to my account for the $53 in shipping charges!!
Understand that I called them at around 4:30 Eastern Time (AFTER 2PM
their time yesterday and the device still shipped the SAME DAY and is currently out for delivery
THIS MORNING!! Imagine that!! That is
AWESOME service.
It is phenominally amazing to me the difference between the two divisions of HP: Home Office and Small Business. The difference is more than the difference between night and day! Wow.
Anyway, I just thought I'd share the problem and post how at least one division of HP responded with the best customer service possible.