How to Get Hewlett Packard's attention

[kaitou]

So my spiffy new laptop came back on Friday unfixed. I decided to wait till Monday to call, because I figured their managers and such wouldn't be around over the weekend. But the automated 'how was your customer service?' survey came on Sunday and I went to town on it. Lots of '0's for my satisfaction level.

To my surprise they called ME last night, and set me up with a Case Worker. Of course, I'm still not all THAT impressed. I wish I could think of things when I'm actually in the conversation. Because I would have liked to ask the CW, when he said that the reason it wasn't repaired correctly the first time was because the ticket didn't have any information, that it only said 'speaker problem,' why...if it was a speaker problem, did they just re-image the harddrive? But of course I didn't think to.

Right now they think my best hope is to take it back to Best Buy and exchange it for another laptop. Blargle. I'll call Best Buy in a bit and see what THEY have to say about that. I don't want to pay any fees over this. But neither do I want to send it back to HP for another round of pretend repairs.

In completely other news, I'm teaching myself to knit! I can cast on and do a knit stitch now! Woo! (This is all twigcollins's fault for sending me a hilarious book called 'Yarn Harlot.')

Comments

[altodescant.livejournal.com]

I had my lappy serviced by HP for a warranty screen replacement. They re-imaged the harddrive then too. I thought it was because I had a "questionable" copy of XP Pro, but apparently they've got some level 1 techs who re-image the hard drive as part of every repair operation.

[kaitou1412.livejournal.com]

I think the whole thing really ticks me off because I work in Quality. I know how Market Quality works. This is not how it works.

Next time I talk to my Case Worker I'm tempted to request a 5Why analysis with an Ishikawa Chart and Root Cause and Countermeasure.

[altodescant.livejournal.com]

Couldn't agree more. I think it's an utterly stupid level 1 action to mandate. I don't know of any corporate IT processes (especially those adhering to ITIL) that list "re-image asset" as the first step in a resolution plan.

More likely they need something for the interns to do. What better way to get your feet wet in the corporate sector on the way to your A+ certification than spending 6 months of 8 hour days doing nothing but re-imaging harddrives before sending the device to level 2.