We bought my step daughter a HP laptop nearly 2 years ago just a low end web browsing email Facebook machine. So after 10 months the hard drive failed got in touch with HP support and they send me a prepaid shipping box and I send it off and get it back repaired about a week later. All is well and then about a week ago about 11 months later the hard drive fails again this pissed me off because it was about the same time frame as the first one. Of course I called support knowing it was out of warranty but thinking this wasn't right. They gave the typical sorry out of warranty but we will fix it for a price of course.
This didn't sit well with me so I went to their Facebook page and messaged them. To my surprise their social media guy answers and asks for the details. I supply them and a day later messages me that a case manager was going to call me. He does that same day and informs a shipping box was sent and they will repair it free of charge. So all told received the box last Thursday sent it off that day and yesterday (Wed.) it shows up repaired. I must say I was impressed. So the squeaky wheel does get the grease lol. That was good of them doing that even though it was almost a year out of warranty. Yeah for HP.
Thanks for that post. I've always been apprehensive about buying H.P. products because of all the complaints that I've read about bad customer service. I guess that the potential of shaming on Social Media does the trick.
And have had trouble with (almost) every computer I wanted to install it to. (Some of it my fault, kind of.)
First computer, Win10, all worked "fine", from the install CD.
Second computer, Win10, no CD so I download the drivers from HP.
*HP has 1,000,001 printers, versions... For someone not familiar (me), you type in m426 & it brings up drivers & you think you're OK.
If you don't realize that there exists a m426 (plain) & also a m426f (f), well, you see one, download & go.
Well that "go", for the CD-less Win10 was a no-go. So you call support, & they remote in & try the very things that you just did, & also fail. They also (as I did) failed to realize that it was the wrong driver that we were trying to install. So they provided a work-around, using a "generic" driver, & that got things working.
That was some time back. And come to yesterday.
So yesterday it was Win7's turn.
Different drivers for Win7 vs Win10, & mistakenly, though correctly, I ended up with the correct driver. Nonetheless, it still failed. Got to the end, & said, "Error.".
So call HP, & they remote in. Having explained the issue, the guy jumps to Services & restarted two of them. As in he knew based on my description the likely scenarios to get it to work. And it did.
Anyhow, he calls me back just now, wanting to know that all was right. I said I got no further then printing the test page while we were talking (yesterday), but I did scan & FAX some pages & that worked, so I assumed all should be good.
And we talked a bit, & I said thanks for the call back.
Was surprised that he called. And glad that he did.
(This is considered a "small biz" printer, so maybe that played into it? Also a "home" desktop computer was purchased. I'll see how support goes with that .)
(I'll note that my experiences with Dell have also been good, that once a ticket has been written up, they'll pretty much see it through.)
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