A Fresh Start

24th November

Hi
this is an email to find out if we can now close your case
Can you please respond to this email answering the following questions:

1. is your issue resolved?
2. are you completely happy with the service?
3. can we close the case?

Please reply to: tco-uk@hp.com putting Mobile in the subject line.

Thanks in advance
Emma C______
HP Support

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24th November

Resolved? Happy?

The last correspondence I had regarding this was my writing to you on the 2nd of November saying: “The address for collection depends on when this will be. If I’m in work, it’ll be from {work address}. If at home, it’s from {home addres}. I’m in no particular rush¹. If you can let me know when the collection’s likely to be I will let you know where I’ll be on that day and 1-2 days after the date you give me. Would that be easier?”

I’ve heard nothing since. My iPaq is still unusable. I can’t believe you have the cheek to ask whether the issue’s been resolved when you haven’t even made arrangements to collect the damaged PDA.

In answer to your questions, then,

1. No, the issue hasn’t been resolved. You haven’t even made any attempt to collect the PDA.
2. I’m not even slightly happy with the service let alone “completely happy”. I regret deeply having bought a HP laptop computer and desperately hope that it never malfunctions as you clearly are unable to offer even basic customer service. I will never purchase anything from HP again and will advise as many people as possible of the shocking “support” I’ve been given, hopefully persuading them to spend their money on another manufacturer’s products. When I think of the excellent customer service I’ve had from so-called “budget” suppliers of computers I think you should be ashamed of yourselves.
3. Of course you shouldn’t close the case unless you really want me to pursue this through the courts.

I’ve no objection to you personally having nothing more to do with the case if it means you’ll pass the case on to someone else who’ll actually do something about it. In fact, I’d very much like you to do this and look forward to hearing from someone else in the very near future.

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25th November

Hi Em³,

Thanks for your response, please accept my apoligies for the experience you have received. If you still wish to have your Ipaq collected we could arrange to have it done for Monday or Tuesday.

please replay to : reply to: tco-uk@hp.com putting Mobile in the subject line

Regards
Darren D______
Hp Support

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Let’s hope the fact that Darren can’t spell “reply” … or “HP” for that matter … isn’t a bad sign.

¹ Yes, with hindsight this was a mistake but as I’d already replace the iPaq with my LifeDrive (as I’d heard nothing from HP and needed a PDA PDQ) I wasn’t in a terrible rush at the time.