Marcus Perryman's WebLog

HP will handle 5.0 exactly as it handled the ipaq phone issue, by overcharging and blaming the custome
Dear Sirs: I have been a supporter of Ipaq handhelds and other HP products since inception so I am frankly stunned when your customer service has turned from bad to worse.Everyone knows what a spectacular failure the 6315 was and Hp is repeating the same failure with cingular and 6325 . That is why cingular will not carry the phone . No other pocket pc company has demonstrated this kind of arrogance ,refusing upgrades, failing to replace phones or asking people pay for a second unit before shipping them a working phone.
Tech support denies escalation for hours on the phone and when they finally look at thier own web page escelate to another person who makes us go through hours of rom upgrade for the 5th time that they know will not work.They state they are doing this to document problem so they can validate to another tech level. In other words I am paying top 600 dollar for a phone that won't work 10s of hours of my time so that you can use a loyal customer as a beta tester for your product that every person in tech has adknowledged as flawed. The techs further refuse to give any phone # for call back so communication is strictly at your leisure.If you challenge this process anywhere to customer support they send a similar canned letter as you sent me saying This is hp policy. That is really a sad comment on the state of what once was one of americas leading corporations.
I expect to have errors and problems when working with new technology, however I have never run into a company that made the customer pay over and over again in time and money and then arrogantly state that is thier intent and policy.I can only relate fthat behavior with Enron type corporate culture and I suspect it covers a more insidious and illegal process.
External ceo-communication <external.ceo-communication@hp.com> wrote:
Dear Scott,

Thank you for taking the time to send HP your comments. We apologize for
the difficulties you are experiencing. Your comments have been forwarded
to the appropriate people within Hewlett-Packard for their information
and / or action. Should more clarification or information be needed, you
may be contacted directly. Your input is important to us and very much
appreciated.

Sincerely,

HP Executive Communications
Sent: Tuesday, July 05, 2005 11:48 PM
To: External ceo-communication
Subject: Feedback to CEO and President Mark Hurd from scott burgess


This is a message to HP's CEO, from a valued customer: scott burgess.



your customer service is worst in industry.

your ipaq phones are being put out with bad roms and techs torture
loyal customers through hours of hopless fiddling that goes nowhere.

try searching hp support into google

duh every purchase has been painful without resolution which is really
sad because we really want to support you,

but hp is enron is all over again the customer is always wrong, and
always too stupid too see your intentionally ripping him off.

This message was sent on: 7/6/2005 at 6:47:58 GMT