HP service ROCKS!!!!

imported_Superguy · 12-05-03, 07:27 PM

Ok guys, I gotta give credit where credit is due. HP has been nothing short of phenomenal with taking care of my iPaq problem.

I emailed tech support about my bluetooth problem Sunday night about 7pm my time. Didn't even expect to get a reply back until sometime Monday. I got a response back 2 hours later with some things to try. Emails went back and forth until Tuesday, getting answers back within 4 hours and they finally suggested I call their tech support line for an RMA and a case number. Even gave me the numbers to get thru the calling tree so I could get right to the tech. Not only that, they apologized profusely in every email for my trouble and the inconvenience it was causing.

Phone support wasn't spectacular ... wasn't sure if the guy was from India or not, but we had a hard time understanding each other. I called Tuesday and told the agent what the situation was and that email support told me to ask for a box to be shipped. He said he'd have a box sent to my house. Figured it'd just come snail mail and have it in a few days. He also said the turn around could be 10-12 business days. Not excited about that, but I want my iPaq fixed. Come home from work Wednesday and it's sitting on my doorstep.

Packed it up and dropped it of at Airborne Express yesterday. Got an email this morning that it was received and then later that a new one was sent the SAME DAY!!! Should have it on Monday according to the tracking number.

And during this time after I called the tech support line for the RMA, I got emails detailing every step. It was almost like HP was spamming me, but in a good way so that I knew what was going on.

Now THIS is service. Kudos to HP. This has far exceeded my expectations.

Super

Cheryl · 12-05-03, 08:07 PM

That is just awesome. Though I have only called HP customer support one time, I was impressed by how much better their service was than Dell's.

imported_Superguy · 12-05-03, 08:35 PM

Very true. When I tried to send the Axim back during the fiasco and cancel part of the order because they duplicated it, it was like pulling teeth to find someone who could actually get something done. Dell was probably one of the few companies I would say that had worse support than Qwest.

whitelyt · 12-05-03, 09:14 PM

I have called HP twice. Once about a inbox issue and the other was the rubber grips. In both cases I was impressed with their attentiveness to resolve my issue. I am a Unix admin as well and at my bank we deal with HP Unix servers. So I have been dealing with HP for years. From the pocket pc to their unix support, I am quite impressed.

Thumbs up.

imported_Superguy · 12-06-03, 12:14 AM

This is the first time I've had to have a personal unit there for repair. We have Compaq/HP servers at work and the local rep has been great. We lost a hard drive in the server at work and he had the drive the next day. Hand delivered it to me and stayed with me while I installed it to make sure it worked and we were happy. We had a great chat while we were working and then he took me to lunch on top of that.

We're buying HP desktops (the business ones, not the crap Pavillions

) now and he's been making us images. I take it out of the box, set it up how I want, then he comes down and picks it up to make the image and puts it on a bootable DVD. I usually have it back the next day.

I'll keep buying HP for a long time to come.

Super

imported_Superguy · 12-08-03, 05:53 PM

Just thought I'd give an update.

My iPaq was on my doorstep when I got home, just as HP promised. In fact, they even sent an email telling me it was delivered before I got home.

Plugged it in and they just repaired my iPaq. Good in a way as I know it wasn't that hosed ... just had a minor problem that reflashing the rom probably fixed.

And bluetooth works, which is important now that I have a bluetooth device to use it with.

Kudos again to HP.

Super

palmsolo · 12-12-03, 02:44 PM

HP service is the reason I started with a HP Jornada 548 and now have a HP iPAQ 4350. I have owned several HP products in between and always received quick service, especially when my Jornada 568 kept having problems.

They even have an excellent accidental breakage coverage that you can buy within 90 days of purchasing and be assured of having a device for 3 years.

imported_Honda_Civic_Si · 12-12-03, 05:23 PM

So does that mean that your same iPaq back? Thats good to hear, so did you not clear the memory?

If I were to send my iPaq in I would not want a refurb unit back, which is what I imangine they send back to you if yours is broken?

-Justin.

imported_Superguy · 12-12-03, 06:34 PM

Yeah, I did a hard reset, as did they. I also did one last hard reset and wiped my memory cards before I packed it and it was still whacked.

As for the refurb, I don't care so much as long as it doesn't show signs of wear. Sure, I'd prefer a brand new one, but I'd just like one that works ... and doesn't look like it's been thru a war.

They have the iPaq now as of early this morning. Hopefully I'll get it back as quick as I did last time.

Super

imported_Superguy · 12-12-03, 07:10 PM

Ok guys, just got an email from HP that it shipped. Whether it's a new one or not, I don't know, but I just hope it works.

It's coming overnight, so I'll have it Monday.

rawbi01 · 12-13-03, 01:38 AM

I had a problem with my 5455 (the wifi could not connect to my Linksys router) once I convinced the tech it was a hardware problem, they sent me a box from airborn , I sent it back and it was repaired and returned 2 days later. I was impressed. It did take me a while to convince the tech it was not a configuration error.. but I guess they want to make sure that it is really a hardware issue..

It would have been nice if they included a note to inform me that I needed to install the correct firmware and software patches for the 5455 wifi. I found that out the hardway. My OS is PM 2003

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